Emsisoft Questions & Answers

Here’s what consumers have asked with answers from Emsisoft staff and previous consumers.

3 questions answered

33% answered in 1 day

Question:

I continue to experience a lack of response to repeated emails to the emsisoft "help" line and have been told here that the policy is to respond within 24 hours. that is not in my experience. why does this forum seem to get response while the recommended way does not? further, my original problem is still not corrected after a month. i have up until recently been totally supportive of your products and recommended them to my friends. i wonder if there are others that are having the same problem... and if not, perhaps i should invest in lottery tickets instead of your software as my odds would seem there to be much better! i continue to be given excuses and solutions that do not correct my problem. is anyone there? I continue to experience a lack of response to repeated emails to the emsisoft "help" line and have been told here that the policy is to respond within 24 hours. that is not in my experience. why does this forum seem to get response while the recommended way does not? further, my original problem is still not corrected after a month. i have up until recently been totally supportive of your products and recommended them to my friends. i wonder if there are others that are having the same problem... and if not, perhaps i should invest in lottery tickets instead of your software as my odds would seem there to be much better! i continue to be given excuses and solutions that do not correct my problem. is anyone there?

Answer:

Mike, I'm sorry that we couldn't keep our promise to reply within 24h during the xmas holidays. I'll make sure your case is handed over to another support agent who is there to help 24/7, no matter what. I can totally understand your frustration here. The reason why I'm replying here is that any sitejabber postings trigger an email alert that directly hit my CEO desk and I'm responsible in the last instance for what our employees are doing.

By Christian M., over a year old

Question:

I was told here by christian that emsisoft responds no more than 24 hours to emails. i did not receive a response back from christian to a posting above prior to the one today and only by some luck received one from arthur one week = 24 hours x 7 days. what is the problem? it did not used to be this way. i have treasured your product in the past because it came from a smaller company that i assume wanted to do good and avoid the lax customer service of the giants. if i am an isolated example, because it seems to be repeating recently, perhaps i should play the lottery as i have an example here then of wonderful odds. I was told here by christian that emsisoft responds no more than 24 hours to emails. i did not receive a response back from christian to a posting above prior to the one today and only by some luck received one from arthur one week = 24 hours x 7 days. what is the problem? it did not used to be this way. i have treasured your product in the past because it came from a smaller company that i assume wanted to do good and avoid the lax customer service of the giants. if i am an isolated example, because it seems to be repeating recently, perhaps i should play the lottery as i have an example here then of wonderful odds.

Answer:

I did some investigation on this particular case. A number of unfortunate events played together to result in an unusual long response time. 1. We just had a major software release the Friday before your inquiry, which led to a higher number of support requests that stacked up over the weekend. So our staff needed a bit longer to work through the whole queue. 2. Our internal support system ranks emails that haven't been responded to for a longer time up first in the list. But each email from you triggered a reset on our 24h alert system. Your message didn't get up the queue because you continuously sent emails every day. That's not your fault of course, it's a bug in our ticket system. I just want to describe the reasons of the delays and I'm sorry for the troubles it may have caused you.

By Christian M., over a year old

Question:

I have sent 3 emails on 3 different days to helpdesk@emsisoft.com and gotten no replies! this is the same address that i have sent questions to for some years in the past and have always gotten replies. has something changed? it was as recently as 3 weeks ago the i sent another such email on online armor and gotten a prompt reply. i have done nothing to change my email, so i reject the idea of "... general email receiving problem"! if the address has changed, kindly advise what the current correct email address is.

Question:

I sent an email requesting help on 11/14/2015 and a 2nd request on 11/17 and 3rd request on 11/18 and have as yet received no response and am blocked from using a paid subscription on one of my computers. what gives? I sent an email requesting help on 11/14/2015 and a 2nd request on 11/17 and 3rd request on 11/18 and have as yet received no response and am blocked from using a paid subscription on one of my computers. what gives?

Answer:

Mike, we're responding to all customer inquiries within no more than 24h. If you didn't receive our response this is most likely because you have a general email receiving problem. You might want to use our support forum at support.emsisoft.com instead to avoid email delivery issues.

By Christian M., over a year old

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Emsisoft Questions & Answers

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