Things have changed with ESET / Support and the way they deal with parnters .....

So I have about 70 licenses in total including the 20 / 2 year license I have for Simpsons. I am a ESET partner .......

So I recently got whacked with Ransomware via RDP attacks and decided to get ESET Secure Authentication for RDP services / server.

I spoke to Chad Williams who explained the product for me and advised that this would help with my rdp issues. I called in and was told I must log into my profile and do this myself after having a account manager for 2 years and she use to do it quickly for me when I am on the road etc ...

Nathan advised me that I must do it myself...... I found this odd considering that for 2 yrs it was never a problem .... Fair enough I logged into my profile and did it as told by Nathan ( Support Team )

I struggled installing the software on our server as it failed with various things and so I decided I need help ....

I contacted ESET Support team as they advertise that they support their products and I have never had bad service before !!!

I then came through to Nathan again and asked him if he could please assist me with this installation and setup ? His reply was without hesitation : NOT NOW !!!! You must log a request with support to arrange a time and date ???? *** ......

I am almost paying R 10 000 for this product and you give me lip because I need your help ?

So I tried to reach out to the CEO or director but of course he was in a meeting .....

I am emailing him now so I will advise what they came up with in terms of their service and resolution .....

I find it shocking how they claim to support their product yet when calling their support center you get told to email support ?? I also have stuff to do just like them and cannot hang around for them to decide when it suits them ...

If this is the kind of support one gets these days while owning so many licenses etc I will not renew ANY of my clients and rather move to a product that DOES what they claim in terms of support ....

I fear to think how end users are treated if this is how a partner gets treated ??? Shocking ...............