NOD32 Takes A Vacation?

[cAVeat]

I use NOD32 on one of my machines, so I've followed the NOD32 forum for a
few months. I'm not particularly happy with a lot of the responses that I
read...a lot seem to be from people who sell the software and a lot seem to
essentially say, "wait", "be patient", "that's not a problem, it's a
'feature' (lol)", "it's the weekend, wait a few days", etc. whenever there
is a problem brought up.

But now, the king of all excuses has appeared in several of the threads
opened up over the last week or so (somewhat related to the "it's the
weekend..." excuse):

"It's the holidays at ESET, so expect some delays in response. Be patient."
(paraphrased)

Is that a legitimate response seeing as how this is security software? Do
all companies and individuals who rely on the effectiveness and
functionality of this software take holidays and just shut down their
computers?

Seems unreasonable to me. Maybe it's just a symptom of being a smaller
company (ESET), and does this suggest that one of the benefits of sticking
with a bigger developer means that you don't have to rely on a couple of
employees but can rely on a whole army of employees, some of which actually
remain on the job during the holidays (Symantec, McAfee, Kaspersky ...
assuming Kaspersky is bigger than ESET, etc.)? I know people have their
share of issues with these companies, too, but vacation has never seemed to
be one of them.

Any thoughts?

 

[Duane Arnold]

I use NOD32 on one of my machines, so I've followed the NOD32 forum
for a few months. I'm not particularly happy with a lot of the
responses that I read...a lot seem to be from people who sell the
software and a lot seem to essentially say, "wait", "be patient",
"that's not a problem, it's a 'feature' (lol)", "it's the weekend,
wait a few days", etc. whenever there is a problem brought up.

But now, the king of all excuses has appeared in several of the
threads opened up over the last week or so (somewhat related to the
"it's the weekend..." excuse):

"It's the holidays at ESET, so expect some delays in response. Be
patient." (paraphrased)

Is that a legitimate response seeing as how this is security software?
Do all companies and individuals who rely on the effectiveness and
functionality of this software take holidays and just shut down their
computers?

Seems unreasonable to me. Maybe it's just a symptom of being a smaller
company (ESET), and does this suggest that one of the benefits of
sticking with a bigger developer means that you don't have to rely on
a couple of employees but can rely on a whole army of employees, some
of which actually remain on the job during the holidays (Symantec,
McAfee, Kaspersky ... assuming Kaspersky is bigger than ESET, etc.)? I
know people have their share of issues with these companies, too, but
vacation has never seemed to be one of them.

Any thoughts?

Not to be smart here. But who cares about this? What are you some kind of
Scrooge McDuck? It's Xmas let the company and its employees have the day
off if they want -- dman!. <g>

Duane

 

[optikl]

I use NOD32 on one of my machines, so I've followed the NOD32 forum for a
few months. I'm not particularly happy with a lot of the responses that I
read...a lot seem to be from people who sell the software and a lot seem to
essentially say, "wait", "be patient", "that's not a problem, it's a
'feature' (lol)", "it's the weekend, wait a few days", etc. whenever there
is a problem brought up.

But now, the king of all excuses has appeared in several of the threads
opened up over the last week or so (somewhat related to the "it's the
weekend..." excuse):

"It's the holidays at ESET, so expect some delays in response. Be patient."
(paraphrased)

Is that a legitimate response seeing as how this is security software? Do
all companies and individuals who rely on the effectiveness and
functionality of this software take holidays and just shut down their
computers?

Seems unreasonable to me. Maybe it's just a symptom of being a smaller
company (ESET), and does this suggest that one of the benefits of sticking
with a bigger developer means that you don't have to rely on a couple of
employees but can rely on a whole army of employees, some of which actually
remain on the job during the holidays (Symantec, McAfee, Kaspersky ...
assuming Kaspersky is bigger than ESET, etc.)? I know people have their
share of issues with these companies, too, but vacation has never seemed to
be one of them.

Any thoughts?

Yeah, have you actually tried to contact support at Eset, or are you
just relying on the forum moderator's opinion? Certainly, you should
expect to get answers from product support for technical issues,
regardless of the time of year.

 

[Conor]

"It's the holidays at ESET, so expect some delays in response. Be patient."
(paraphrased)

Is that a legitimate response seeing as how this is security software? Do
all companies and individuals who rely on the effectiveness and
functionality of this software take holidays and just shut down their
computers?

Seems unreasonable to me.

No, you're being unreasonable. Are you working on Christmas day? How
many days holiday are you having?

 

[Conor]

Certainly, you should
expect to get answers from product support for technical issues,
regardless of the time of year.

Would you work on Christmas day?

 

[optikl]

Would you work on Christmas day?

Conor, if you read his entire post, it wasn't about Eset taking off the
day for Christmas. Don't try to bait me with non-sense.


Quote:
I use NOD32 on one of my machines, so I've followed the NOD32 forum for a
few months. I'm not particularly happy with a lot of the responses that I
read...a lot seem to be from people who sell the software and a lot seem to
essentially say, "wait", "be patient", "that's not a problem, it's a
'feature' (lol)", "it's the weekend, wait a few days", etc. whenever there
is a problem brought up.

But now, the king of all excuses has appeared in several of the threads
opened up over the last week or so (somewhat related to the "it's the
weekend..." excuse):

"It's the *holidays* at ESET, so expect some delays in response. Be
patient."
(paraphrased)
Unquote

 

[cAVeat]

Not to be smart here. But who cares about this?

Well, maybe the thousands of small and large businesses that don't get the
day or days off...restaurants, retailers, hospitals, law enforcement
agencies, etc., etc. How 'bout countries that they sell to that don't
celebrate the same "holidays" ESET does? Seems that the ability to get
issues fixed for a multitude of computers on the "holidays" might be a
potential selling point. Especially when the issues haven't been taken care
of even when it's not a holiday (see the other excuses I listed). One
example of many: ESET released an update on 12/8/03 (first in 6 months even
though many issues have been raised on the forum about things not working
properly since 06/03 when version 2 was released); update screws computers,
so update is "fixed" on 12/9/03; update is pulled on same day or next day;
new "fix" (that doesn't work) is referred to in MS error reporting on or
about 12/19/03; now forum says give ESET time, it's the holidays (not
holiday, holidays plural) . Guess I'm wondering is this a legit response to
those who can't take days off because of business responsibilities; or is
it time to acknowledge that the smaller security companies have this as an
achilles heel; or maybe it's just ESET? I thought it was a valid point for
business owners to consider. Otherwise, I'm sure NOD32 can be a solution
for the casual user who doesn't rely on time tables and can wait around.

What are you some kind of Scrooge McDuck?

<snip>

I don't think I'm a Scrooge McDuck. I just have responsibilities, and I
wouldn't expect others that I might "partner" with to forget about theirs.

It's Xmas let the company and its employees have the day
off if they want -- dman!. <g>

They can do whatever they want. My question is: do business owners buy from
a company that just does "whatever it wants" before taking care of its own
repsonsibilities. Or, are we better off sticking with the tried and true,
even with their "bloat", DRM, etc.

Thanks.

 

[cAVeat]

cAVeat wrote:

Yeah, have you actually tried to contact support at Eset, or are you
just relying on the forum moderator's opinion? Certainly, you should
expect to get answers from product support for technical issues,
regardless of the time of year.

I have not contacted ESET via email (the only support available other than
the forum) on this issue as it's an issue that impacts many users and
progress / updates / fixes have been reported via the official forum. So in
this instance, any response from ESET email would be essentially the same
as the official forum.

It's been my experience (and others based on forum posts) that ESET doesn't
a) respond to the emails; or 2) responds to the emails only after a big
deal is raised about it on the forum. I think it's another issue related to
too many issues and not enough people (small company) to handle them. So,
they rely almost exclusively on the forum.

Thanks.

 

[Netuser 58]

Please post the link to the forum.

 

[Conor]

Conor, if you read his entire post, it wasn't about Eset taking off the
day for Christmas. Don't try to bait me with non-sense.

Well you brought up the issue of being able to get Tech Support during
holidays such as this one so answer the question.

 

[Conor]

I don't think I'm a Scrooge McDuck. I just have responsibilities, and I
wouldn't expect others that I might "partner" with to forget about theirs.


They can do whatever they want. My question is: do business owners buy from
a company that just does "whatever it wants" before taking care of its own
repsonsibilities.

Oh for **** sake you selfish bastard. It's a pretty safe bet that in
the Western world where Christianity is a major faith, that companies
will be closed on Xmas day.

 

[koorb]

Any thoughts?

You are being unreasonable and if you want any help you should be
patient.

 

[FromTheRafters]

Oh for **** sake you selfish bastard. It's a pretty safe bet that in
the Western world where Christianity is a major faith, that companies
will be closed on Xmas day.

Some institutions can't take a holiday, and I agree that they should
be able to obtain critical support should the need arise. I wonder if
the OP is the type who would volunteer to man the phones during
the holidays.

 

[Conor]

Some institutions can't take a holiday, and I agree that they should
be able to obtain critical support should the need arise.

Where did you spend Christmas day?

 

[gromit]

Where did you spend Christmas day?

At work.

--
Phil

Perth Western Australia
My corner of the world can be found at
www.westernaustralia.net

To reply delete "NOTHANKS."

 

[FromTheRafters]

Where did you spend Christmas day?

At home with my family. My place of employment was closed
on Christmas day ~ but then again, it is not so critical a service
that one day would matter overmuch. Not all services are that
non-critical, and most of them would have someone "on call"
for any serious need.

I am not by any means saying that Eset shouldn't take a holiday,
just that the should (and probably do) have someone "on call"
to handle emergencies.

 

[ClubNinja]

NOD Sucks !!!

--
I am the one you warned me of

At home with my family. My place of employment was closed
on Christmas day ~ but then again, it is not so critical a service
that one day would matter overmuch. Not all services are that
non-critical, and most of them would have someone "on call"
for any serious need.

I am not by any means saying that Eset shouldn't take a holiday,
just that the should (and probably do) have someone "on call"
to handle emergencies.

 

[Conor]

At home with my family. My place of employment was closed
on Christmas day ~ but then again, it is not so critical a service
that one day would matter overmuch. Not all services are that
non-critical, and most of them would have someone "on call"
for any serious need.

Unless it directly affects emergency or basic services then its non
critical. I don't define someone having aproblem with their virus
software as being so critical it warrants someone having to give up the
one special day per year they should be at home.

Would you be willing to sacrifice Xmas day to sit at work on the
offchance someone might have a problem with their software?

I am not by any means saying that Eset shouldn't take a holiday,
just that the should (and probably do) have someone "on call"
to handle emergencies.

There is no reason for them to.

 

[FromTheRafters]

NOD Sucks !!!

They all suck....but whatcha gonna do...

 

[FromTheRafters]

Unless it directly affects emergency or basic services then its non
critical. I don't define someone having aproblem with their virus
software as being so critical it warrants someone having to give up the
one special day per year they should be at home.

Nor do I, so it seems that NOD32 isn't up to the task of "protecting"
critical systems if they don't have anyone willing to be on call during
certain religious holidays.

Would you be willing to sacrifice Xmas day to sit at work on the
offchance someone might have a problem with their software?
Absolutely!

There is no reason for them to.

Yes there is.