Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The support forums for ESET products doesn't actually offer support for problems caused by the product. Instead they will run the gamut of excuses and direct you to use their diagnostic tool, which doesn't work. The tool is supposed to produce a system log for analysts to see why/how their product is conflicting with a given system. Instead it produces a snapshot of running processes, from which the analyst will invent scapegoats. BBB can review the 100% "disk usage" problem endemic to ESET products, where their software thrashes HDD's and SSD's and damages hardware. Not a single one of these dozens of threads produces a resolution, only diversions, smoke and mirrors. A class action may eventually be worthwhile once all these users are gathered and the damages accounted for for deceptive marketing (ie "gamer mode") and damage to hardware. Produce a real diagnostic tool that doesn't close after 1 minute when your software gradually builds up its disk thrashing over a period of hours. Admit that your browser integrations are a mess. And stop letting your 'support' people on your forums close tickets without users agreeing a solution was found.

  Business Response

  Date: 12/13/2022

  Hello Mr. ********
  
  Thank you for sharing your feedback. I must inform you that while the ESET Security Forums are intended to be a free resource for all ESET customers, the forum is monitored by our global team (ESET is a ***************** and ESET North America does not provide direct support on the Security Forum. I have located two accounts that use the email you've supplied here in our systems, and I observe that you do not have any currently active support cases. 
  
  If your intent here is to provide feedback to our development team, it is possible the forum can be a vehicle for that feedback. I recommend that you word your posts in such a way that you aren't engaged by our moderators, this will give you the best chance of being heard on the forum. If you would like to work with someone from the North American team to troubleshoot issues with your ESET products, you can reach us via the support form in your ESET products (documented here https://help.eset.com/eis/16/en-US/idh_page_techsupport.html), or by visiting https://helpus.eset.com to open a chat session with one of our technicians. We would be happy to take a look at what you're experiencing and attempt to assist. 

  Thank you, 

  ESET North America

• Initial Complaint

  Date:10/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Company, Budget Hearing Aid ************* along with myself have a total of 5 computers under their Virus and Malware software. We have two major issues that are a problem once of which has been ongoing. In a nutshell ESET's software does not give us any idea which protection package is assigned to which computer. We have no idea and this has been a problem since we changed over from another brand, that was a mistake. Because of this last Friday two of our main computers one that acts as a server and the other our office managers together had their ESET Software disappear. Each computer was left defenseless as there was no trace of ESET on the computers drives. I immediately called ESET and was told that if I could not identify the ESET Product Key for each computer there was nothing they could do. They also told me if I wanted to find out more I could go on their chat site and pose the question to their readers. The second option was to pay $20.00 to get support which based upon their scheduling would be 10 days out into the future. How can a company survive with this lack of customer service. Especially in an emergency. As it was late afternoon on Friday the 21st, I decided the only logical thing I could do was to download a 30 day free trail onto each computer. At least both computers would be protected until I was able to deal with mess the next week.

  Business Response

  Date: 10/27/2022

  Hello, ****************, 
  
  We apologize that your interaction with our customer success team was not up to expectations. We would like to reconcile your issue by having representatives call and email you, however we have been unsuccessful in reaching you. When attempting to reach you by phone, we have observed that calls are going directly to your voicemail. If you would like for us to use a different phone number or voicemail, you are welcome to specify that here and I will arrange for someone to contact you again. Thank you,
  
  *******************
  Director of Technical Support and Services
  ESET North America 

  Customer Answer

  Date: 10/27/2022

  The reason why it is difficult to contact me is because I am with patients every day and our switchboard does not accept calls from out of our area due to telemarketers. I received an email from your company suggesting that I purchase a server upgrade from the small business level software we already have. Trying to sell a more expensive software to my company does not solve the problem.  Once again your software totally disappeared from two of my lead computers hard drives leaving them unprotected. Please email me a name and phone number of a person that I can discuss this situation with not a salesperson.  Also I need a way to identify each software license that is installed on each computer.  There must be a way to find that info on each computer itself.