ComplaintsforESET North America

• Initial Complaint

  07/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company promised to accept a money order to extend their services. Money order was sent but product was not supplied as promised company stated it could not supply the product . I tried numerous times with no results. have since got a similar product from another company that also offered virus protectio. I just want my money back from Esetllc.

  

  Business response

  07/30/2024

  Hello, ********************

  After checking with my team on your order, I have found that we have not received your payment at this time. It is possible that said payment is still in the mail, at times it can be slow for mail to make its way through our building and to us. Until we receive your payment, we are unable to process a refund. Thank you

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  While using ESET Security, which was compatible with my ******* S20FE 5G purchased brand new directly from *******, using the application and browsers that were accredited and updated by ****** Play as well as ******* Galaxy Store only, while running all available software and app updates along with never giving out my password or personal information, I suffered numerous data breaches. I contacted customer support many times yet never received a satisfactory solution and was brushed off when I voice my concerns. I was using email address ******************* and phone number ************. I also was not given information about my own account that I had the right to and that I had requested.I am no longer using ESET security on any devices or with any email address.

  

  Business response

  09/22/2023

  
  ********,

  It is unfortunate to learn of your complaint. However, with the information available in your case history, I am unable to see how ESET might have assisted you further. You allege that you suffered breaches on your device, however this is not mentioned in any of the six cases that you have opened with our support team, who did attempt to assist you despite the fact that you are using a free, trial license. In multiple cases that you opened with our support team, you provide minimal information. For example, your case named "Otherprog" opened on 2/4/2023, contains only the information "Browser type Instagram installed when I installed the app." 
  
  Each of these cases was followed up on by an agent, however you chose not to continue communication, leaving us no way to help you. I would offer a refund had you paid anything for your license, but as I explained earlier you are using a free license so there is no recourse available to ESET to further support you. It is unfortunate that you feel you must take your business elsewhere, I hope that you will feel more supported by your new vendor. 

  
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have bought ESET from a retailer ESET NOD32 Antivirus 2021 1 Year / 5 PCs - DownloadQty: 1$89.99 Product Key USAX-W34W-MVV9-9ATJ-6HUC Download ESET NOD32 Antivirus I have installed on one pc and there was 4 licenses left but when I need to install the other license it says EXPIRED LICENSE. Since I have activated with only 1 pc I should be able to activate the other four because I paid around 90 dollars to buy that. The license attached with machines and it should go by the installation date and machine id.I need either money back or the 4 licenses should be activated.

  

  Business response

  08/08/2023

  Hi **************, 
  
  The license that you purchased expired in September of 2022. ESET licensing is sold for a fixed term and number of seats, so I'm afraid that you would need to renew the license through our team if you are interested to continue using ESET. Thank you. 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Product:ESET NOD32 Antivirus License ******************************** License ************** I have bought a license for ******************** internet security from an authorized retailer . It was for 1 PC for 2 Years. While the time I was trying to install the software I got an installation error. I did contact ESET and waited for their response. The response was delayed so I have installed another internet security in my PC. However ESET response back and issued a new key. Since I have already installed another antivirus software in my computer I put the new ESET key beside to use it later. I just installed the NEW ESET key on 05/01/2023 on a new computer but ESET says the license is going to expire on 09/2024 which is not correct. Its a 2 year license and should activate only when install to a computer and expire only after 2 years which is 05/01/2025.I chat with ESET agents online but they keep saying the license was activate by the time they have issued the new key on 09/2022 which doesn't make any sense. NO SOFTWARE SHOULD EXPIRE WHILE SITTING IN THE ****** THE VALIDITY BEGINS ONLY THE *** WHEN IT INSTALLED TO A COMPUTER. I spent 60 dollars for the license. Either I need to extend the license expiry date until 01/05/2025 or I need my money back. The ESET rep I chat with online was very rude and un professional. He was arguing with me and hang up on me.

  

  Business response

  05/12/2023

  Hi ****************, 

  I apologize for the confusion around your licensing. I have placed a request to have your license in-use extended to the May 1st, **** date. Please standby while our licensing team makes the changes, you should see the license updated within a week or less. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charged for two antivirus security licenses. It is clear that only one of them had been used. When I attempted to contact ESET, their website asked me to email them my issue. Sent it on Mar 1 2023. I then finally got a response on Mar 22, 2023 after I sent it with a blanket response saying they couldn't do anything about it and it was past their refund policy. I had no idea that I had two licenses until I received two emails with invoices for each of them. It is clear that I have not used one of the licenses. It says it was unused. All I am requesting is a refund or credit to my account. I have attached a screenshot of the unused license. I have since called a few times, no one answers their support line. I finally got through today, 4/10/2023, and she proceeded to tell me that she cannot do anything about that. Completely unfair business practices.

  

  Business response

  04/11/2023

  Thank you, ***************, for contacting ESET, 

  I do show records for two licenses purchased 3/21/2022 and 4/06/2022, as well as a more recent renewal order for one of these licenses, dated 3/28/2023. Because the transactions cited in 2022 occurred over one year ago, they are both well outside of our 30-day refund policy and cannot be reversed in our systems. Because we have no way of knowing whether a customer needs multiple licenses, we cannot take responsibility for whether or not the time on a given license is used. 

  We have issued a 90-day extension to the license ************** as compensation for the unused time from your licenses. We have also taken steps to ensure that automatic renewal is disabled for your current license. If you have any further questions, please give our customer success line a call at *************.

  **************
  ESET North America Support

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have duplicate licenses with this company and there is no way to turn off auto renewal. The license for one year says contact the seller but eset is the one that charged my credit card.

  

  Business response

  04/04/2023

  Apologies for the delay, there appears to have been some technical issue with ESET's access to the BBB portal. We would be happy to assist ********************** in disabling automatic renewal, and I have arranged for a customer success representative to contact him as soon as possible by phone. 

  Customer response

  04/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Yearly subscription for anti-virus was on autopay. I received email saying my subscription was about to renew. I tried calling to cancel but was on hold for 45 minutes with no answer. on 12/19/21 I filled out a customer service contact form on there website asking them to cancel my subscription and delete my payment information. Someone contacted me from ESET because they thought I was intrerested in purchasing a subscription. I emailed that person directly on 12/22/21 and asked them to cancel my subscription and delete my payment information. On 1/3/22 they charged me $53 and renewed a subscription for a service on a computer that I no longer own.

  

  Business response

  01/05/2022

  Hello ***********************,

  We apologize for the communication challenge you faced in requesting your refund. We have issued a full refund for your purchase in the amount of $53.11. Please allow up to one week for the funds to display on your credit statement. Please note that your ESET license will be canceled as a result. Best wishes for the new year. 
  
  The ESET Team

   

  Customer response

  01/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ESET came strongly recommended by Microcenter where I purchased my new computer three years ago. I was pleased with product, so I renewed my subscription for ESET Cyber Security Pro in May. However, I have had two major issues with this product ceasing to work for weeks. Tech support concluded my MAC ** was corrupt 1st time and I had to reinstall for their product to work. An Apple employee did the ** reinstall and I was able to use ESET again. Less than 2 months later, ESET required me to update product. When I did so, the entire product ceased to work again. ESET again told me my ** is corrupt. However, all was fine before ESET's update. Apple said ESET is not preferred provider and so compatibility issues are likely. I have asked for a refund since this product no longer works properly. Tech support declined. I phoned ********* headquarters but phone number doesn't transfer anywhere - just repeats outgoing message. I would like a refund please. I've attached my ESET chat from today.

  

  Business response

  10/19/2021

  Hello *******, 
  
  I apologize for your frustration in using ESET products on macOS, we will be happy to issue a full refund of your license.
  
  While ******************** has worked closely with Apple to provide consistent compatibility with macOS, it is true that updates to the macOS platform require our development team to play catch-up due to the closely held nature of macOS updates however there has not been any correlation made between ESET on macOS and corruption of the operating system.

   

  *******************

  Director of Tech. Support

  ESET North America

  Customer response

  10/19/2021

  
  Better Business Bureau:
  
  I have reviewed the immediate response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  Thank you very much for your assistance in resolving this matter so promptly.  Is it possible to edit my original complaint to indicate that the business responded promptly with a refund?
  
  Regards,
  
  ***********************
  
   
  

*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. ↩