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Eset - Awsome Tech Support


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#1 RhoXS

RhoXS

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Posted 10 September 2011 - 08:28 AM

For a number of years I have been a user of Eset NOD on all our computers. Yesterday Eset proved themselves to be clearly the best and locked me in as a loyal customer.

The Tracur Trojan infected my computer. Eset effectively prevented attempts by the Trojan to communicate but was unable to remove it in spite of a number of long in-depth scans. The scans consistently found and removed "Infiltrated" files but the infection persistently returned. Spybot found nothing and Adaware was also ineffective permanently removing it. I called Eset (on the tech service number that is refreshingly readily found on their web site) and was pleasantly rewarded with, a not unreasonable wait time even though the recording said it might be a long time, truly competent and very knowledgeable technicians, technicians with English as their native language, and a resolution to the problem. I did not note how long the total phone time was but it was not short. Nevertheless, there was no charge as this support is available to all customers.

They successfully removed the Trojan but found it is a new variant. They had to do it manually as the software tools did not recognize this latest variant. I was also impressed when I found out the information discovered will appear in a signature update in a few days.

I want to note, another major player in the security arena charges $99.99 for exactly what Eset did for no charge and they use technicians in India (I asked when researching the alternatives I had to fix the problem).

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