Initial Business Response /* (1000, 5, 2014/09/22) */
Thank you for submitting your request through the Revdex.com portalAn internal avast! refund specialist will be in contact with you shortly regarding your request for refund of both purchases
Kind Regards
Initial Business Response /* (1000, 10, 2015/04/27) */
Customer called in because he was having an issue with the computer going into a sedate mode after purchasing the GrimefighterThe agent did connect into the customer computer and did a diagnostic; the agent showed that customer has the errors
on the computerThe agent then offered ATS to address the issue on the computerShe agreed to services and was transferred to the technicians for assistanceAfter working with the technicians customer called in on that day and requested a summary of what was found and what was doneThe retention agent advised her that a list of tools for the programs were available but not a specific list of what was foundWe are unable to provide the customer with a detailed list of what was found, as we do not have a log of each and every issue identified that we can share
Initial Consumer Rebuttal /* (3000, 12, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They admitted they "had" a list of errors, but will not comply with said list
Therefore they cannot "prove" that there was ANYTHING wrong with my computerBecause a diagnostic can not be performed to confirm that said alleged errors are gone
The program that initially did not work BEFORE the ATS continued to not work AFTERIn my opinion the program is at fault NOT my computerAVAST simply wanted to charge for ATS on an alleged list of errors
I believe a refund is reasonable since They CANNOT provide a list of errors repairedAnd The ATS work performed targeted to fix an error preventing their program from working was ineffective
Final Business Response /* (4000, 14, 2015/04/29) */
Customer called in because he was having an issue with the computer going into a sedate mode after purchasing the GrimefighterThe agent did connect into the customer computer and did a diagnostic; the agent showed that customer has the errors on the computerThe agent then offered ATS to address the issue on the computerShe agreed to services and was transferred to the technicians for assistanceAfter working with the technicians customer called in on that day and requested a summary of what was found and what was doneThe retention agent advised her that a list of tools for the programs were available but not a specific list of what was foundWe are unable to provide the customer with a detailed list of what was found, as we do not have a log of each and every issue identified that we can share
Final Consumer Response /* (2000, 17, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that the company fulfilled one of my requests
Initial Business Response /* (1000, 6, 2015/10/27) */
Unfortunately, we did not find any email in our support portal from this customer
We checked our distributor database and found only one charge for Avast Cleanup
We contacted customer with a request for proof of charge to investigate
this case with our distributor
We are awaiting customer reply in our support portal
Initial Consumer Rebuttal /* (3000, 8, 2015/10/30) */
I received your email today and wanted to inform you that I in fact did respond to Avast and the response is shown below along with their original email to me
Unfortunately, we did not find any email in our support portal from this customer
We checked our distributor database and found only one charge for Avast Cleanup
We contacted customer with a request for proof of charge to investigate this case with our distributor
We are awaiting customer reply in our support portal
As you can see from their initial contact some of the things they stated in their response to you are in error!I did respond no request for proof was madeand I did tell them that I would send proofPlease forward my already sent response a copy of my proof
susan ***, thank you for becoming an Avast customer
Here is a summary of your order, plus the installation instructions and several links you might find useful
Order Information Billing Address
Order ID:
XXXXXXXXXXX
Order Date:
September 24,
Invoice:
Available at our Order Portal
Password:*** will need the password *** logging into anOrder Portal to check details of your order
Name:
susan ***
Address:
*** XXXXX
US
Email:
***@comcast.net
Products in Your Order
Product SKU: GMF-XX-XXX-
Product Name: Avast Cleanup - PC, Year
Qty Ordered:
Amount: $
Subtotal: $
Discount: -$
Tax: $
Total Price: $
Payment Information
If you paid by credit card, please look for DRI*AVAST Software on your credit card billing statement
Installation Instructions
Avast Cleanup
Follow the instructions to insert the activation code
Activation code: ***
NOTE: Your license is valid from the day of purchase not the day of activation
________________________________________
Do you need help with installation?
Call us 1-866-951-(toll-free from US)We are happy to help you with any technical issue
Auto-Renewal Plan Terms
By completing your purchase, you have authorized Digital River to automatically renew your purchased license for successive renewal terms equal in length to your initial license term but no longer than year, at the then-current renewal license price (plus applicable taxes) using your payment information provided for your initial purchase, until you cancel
At least one email will be sent to you to remind you of each upcoming renewalThe Digital River Terms of Sale and Privacy Policy will apply to each renewal transactionYou also agree that Digital River may, upon notice to you, transfer your responsibility for the processing of renewals of your purchased license under the Auto-Renewal Plan to Avast Software a.s("Avast"), in which case Digital River will transfer your billing information to Avast or their payment processor, and Avast's terms of sale and privacy policy provided to you in Avast's reminder email will apply to each renewal transaction
You may cancel your auto-renewal plan at any time by logging into the My Subscriptions portal (access information are included in this email or on the Customer Service Help page), selecting your product, and selecting the option to disable automatic renewal
Stay in touch
Visit our Support Center to get instant help
Join our community on Facebook
Follow Avast on Twitter
Read our blog for interesting news
See all Avast contacts
Best regards,
Avast Software Customer Service
avast.com/support
Initial Business Response /* (1000, 5, 2015/04/17) */
We were able to locate customer in our support portal
We apologized for the late reply and offered our immediate help to solve his billing issue
We are awaiting customer reply in our support portal
Initial Consumer
Rebuttal /* (2000, 7, 2015/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/05/05) */
We do apologize for the inconvenience this has caused and I am forwarding this case to our refund department who will be in contact with you very soon to discuss a refund
Typically refunds take about 7-business days to receiveA
notification should be sent to you soon with the information
Thank you for contacting us via the Revdex.com and have a pleasant day
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Simply saying "I am forwarding this case to our refund department who will be in contact with you very soon to discuss a refund" is not a sufficient responseI have read dozens of complaints about AVAST in which they say they are refunding the customer and then do not follow through***I will not accept this response until I have received a complete refund and will continue to hold this company accountable until that has occurred.***
Final Consumer Response /* (2000, 10, 2014/05/08) */
Avast has issued me a refund that has been processed by my bankAll monies that I paid to Avast have been returned to meThank you Revdex.com for being on the side of the consumer! Shame on Avast for their fraudulent business practices
I consider my complaint closed
Initial Business Response /* (1000, 5, 2015/10/27) */
We contacted customer from our support portal with our offer to help him fix any Avast issues he may face
We can confirm that duplicate order was already refunded back to customer
Initial Business Response /* (1000, 5, 2014/07/10) */
Thank you for contacting avast! through the Revdex.com channelWe would be more than happy to discuss with you the request for refund however you are over the day return policy
A refund specialist will be in contact with you shortly to
discuss a refund further
Initial Consumer Rebuttal /* (3000, 7, 2014/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested a refund DAYS after the purchaseIt's not my fault you guys work so slowYou guys said I would be getting my refund back and never sent it outYou are the ones that took days and sometimes weeks to respond which is why it's been over daysLike I said it's not my fault that you guys are slow at sending out refunds
Final Consumer Response /* (2000, 11, 2014/07/23) */
The conflict has been resolved
Initial Business Response /* (1000, 5, 2014/02/17) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon
We do apologize for the inconvenience this may have caused
Kind
Regards
Final Consumer Response /* (2000, 10, 2014/02/26) */
Nine days after being told by Avast that I would receive a refund (and with three subsequent phone calls in the interim), the refund was FINALLY received in my credit card account
Initial Business Response /* (1000, 5, 2015/12/21) */
Unfortunately, customer did not contacted our support
We contacted customer using our support portal with our offer of help
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
I did try to contact their customer support, and tech support when I could not get ahold of anyone elseI even tried callingSince my machine was infected with trojans and other malware after they unexpectedly cut me off I have had trouble getting copies of my emails to themIt is off my computer and after reading all the problems others have had with them I see why they are so badThey did not give me a refund I received only one email from them advising me how to get back with them this after I asked for a refund so they must have gotten my email to respond as such
Final Business Response /* (4000, 9, 2015/12/29) */
Customer was already refunded as he requested in our support portal
Final Consumer Response /* (2000, 11, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The money finally was given back in very late Dec probably due to the holiday
Initial Business Response /* (1000, 5, 2015/11/19) */
Unfortunately, we cannot process a refund for this customer based on our refund policy
All Avast programs can be used days for free as a trial, and additionally we offer a day money back guarantee from the date of purchase (days in
total)
Customer asked for a refund months from a day of purchase
That said, we are happy, of course, to offer support and assistance for any Avast issue for the duration of the license
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would agree with a "no refund" after day policy if the product worked and/ or was able to be fixed by the support personnel to which they have said will helpI have tried several times to do just as the support people have told me to doI have had Avast Total support (to which I paid an additional $179) even do try to do it for me at least three times
It still to this day (Nov 20, 2015) does not work or even try to connectI have had at least three support techs and one supervisor help with this situation....the product to which they charged me for two years service has not worked and IS STILL NOT WORKING!! I paid for two years and got 1/months of internet protection service
I would like a pro-rated refund back from this company! I got 1/months service and I paid $for TWO yearsSeems to me that would equal a refund of $if I divide the time used (almost months) by total paymentSo $divided by minus 4mosApprox $
If "total support" ,who have been great for the price I paid them ($179), cannot fix the problem as Avast SecureLine (VPN) personnel have stated to do, then the product is faulty and therefore does not and in my opinion WILL NOT work
I would like an $refund back on the card to which I paid or a refund sent directly to meResolved...simply put!!
Final Business Response /* (4000, 9, 2015/11/27) */
Unfortunately, we cannot refund this order for the same reason we already informed custmer last time
All Avast programs can be used days for free as a trial, and additionally we offer a day money back guarantee from the date of purchase (days in total)
The policy is described in our (EULA) license agreement (7th paragraph) with which customer agreedLicense agreement is available here:
http://download311.avast.com/files/legal/eula-avast-consumer.pdf
Final Consumer Response /* (3000, 13, 2015/12/07) */
Still cannot access product Dec 2,
We contacted this customer via our support portal based on his complaint no.***
We asked customer if it is possible that he used different email address so we could find any order from him
Unfortunately, we never received any reply since 18th April
We are looking forward to receive reply
from customer in our support portal
Complaint: ***I am rejecting this response because:
There
was no typo in my email address, this is a lie I have addresses, one is *** and the other is *** Emails received at both addresses are shown in my email inbox I waited for a week without EasyPass service because Avast tech support did not respond to the support tickets I submitted I was unable to use any of my passwords for any website Avast failed to provide proper support for EasyPass, and it caused me harm * *** *** *** *** *** *** ** *** *** *** * *** *** *** *** *** *** ** *** * *** *** ** *** *** *** *** *** *** * *** *** *** *** ** *** *** * *** *** *** *** ** ** *** ** *** *** *** *** *** ** *** ***
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/02/10) */
Customer purchased wrong product
His order was refunded as he requested
Initial Consumer Rebuttal /* (2000, 8, 2015/02/11) */
I received a reply from Avast software yesterday and they have initiated a refundThanks very
much for your assistance
***
Avast Total Care is the name of phone support service which customer purchased
We received a report that customer's subscription was refunded as per her request
Initial Business Response /* (1000, 5, 2015/03/20) */
We found this customer in our support portal
We've answered his questions and offered him to combine his licenses in to one and cancel all Auto-Renewal available
We are awaiting his reply
Initial Consumer Rebuttal /*
(3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is partially acceptableI take issue with their automated response in which they referred to me as his and himI am a womanMy complaint was mostly about the fact that there is no way to actually talk to a person at this companyI had and still have some confusion about my account, and I was anxious to get it cleared upI don't want to wait for days to respond by email and keep exchanging emails
Their offer to combine the liceneses is okay, except I'm still not clear about what I actually haveI have their product on one computer, and there are three active licensesIt's not their fault that I have so manyIt was my fault for not knowing exactly what my computer repair shop had put on my computerI think a phone call could have quickly cleared this up, but this company is unavailable by phone
Final Business Response /* (4000, 9, 2015/03/25) */
All licenses for this customer were combined and new extended license createdNew license is valid until December/
We informed customer via our support portal
Final Consumer Response /* (2000, 11, 2015/03/26) */
3-26-
Sent via email:
Hi ***
Thank you for checking in
My issue wasn't completely resolved because my complaint was something they couldn't do, evidentlyI wanted to speak to someone who could help me understand why I had three active licenses for two PCsThe whole situation was confusing because my computer repair shop put the program on my machine, and somehow I renewed or purchased licenses for more computers than I actually haveWhen I click on Account in the Avast window, it won't give me access because the email address is from my repair shop and not mineSince I never got to talk to anyone, I wasn't able to explain all this to them and have them help me figure it out
What they did is combine the licenses I have into one long license expiring in because I currently only run the program on one computerI guess that's okayThey sent me a link with instructions on how to activate this, and it seemed to work fineI just can't access the account in Avast on the computerIf I want to see anything I have to go to the website, but at least my email address and password *** thereI don't have a problem with the quality of the product, so I don't mind keeping itIt's just very frustrating that there is no way to talk to a humanI'm all for electronic communication most of the time, but I feel like there are some situations where you actually need to talk
For all intent and purposes, yes, I guess the issue is resolvedI just won't renew with them once my license expires because I don't agree with their customer service procedures
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2016/01/15) */
Customer was already refunded as she requested via our support portal
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/02/12) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon
We do apologize for the inconvenience this may have caused
Kind
Regards
Final Consumer Response /* (2000, 8, 2014/02/12) */
I received a call from avast total support agent name is phil explained the situation to him he offerd me the same terms as orginally offerd so this case has been resolved
I ty for yor assistance Revdex.com but you may now closed this case
*** ***
Initial Business Response /* (1000, 5, 2015/01/21) */
We cleared up this situation with customer yesterdayConfusion was between our versions which was explained to customer
Initial Business Response /* (1000, 5, 2014/09/22) */
Thank you for submitting your request through the Revdex.com portalAn internal avast! refund specialist will be in contact with you shortly regarding your request for refund of both purchases
Kind Regards
Initial Business Response /* (1000, 10, 2015/04/27) */
Customer called in because he was having an issue with the computer going into a sedate mode after purchasing the GrimefighterThe agent did connect into the customer computer and did a diagnostic; the agent showed that customer has the errors
on the computerThe agent then offered ATS to address the issue on the computerShe agreed to services and was transferred to the technicians for assistanceAfter working with the technicians customer called in on that day and requested a summary of what was found and what was doneThe retention agent advised her that a list of tools for the programs were available but not a specific list of what was foundWe are unable to provide the customer with a detailed list of what was found, as we do not have a log of each and every issue identified that we can share
Initial Consumer Rebuttal /* (3000, 12, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They admitted they "had" a list of errors, but will not comply with said list
Therefore they cannot "prove" that there was ANYTHING wrong with my computerBecause a diagnostic can not be performed to confirm that said alleged errors are gone
The program that initially did not work BEFORE the ATS continued to not work AFTERIn my opinion the program is at fault NOT my computerAVAST simply wanted to charge for ATS on an alleged list of errors
I believe a refund is reasonable since They CANNOT provide a list of errors repairedAnd The ATS work performed targeted to fix an error preventing their program from working was ineffective
Final Business Response /* (4000, 14, 2015/04/29) */
Customer called in because he was having an issue with the computer going into a sedate mode after purchasing the GrimefighterThe agent did connect into the customer computer and did a diagnostic; the agent showed that customer has the errors on the computerThe agent then offered ATS to address the issue on the computerShe agreed to services and was transferred to the technicians for assistanceAfter working with the technicians customer called in on that day and requested a summary of what was found and what was doneThe retention agent advised her that a list of tools for the programs were available but not a specific list of what was foundWe are unable to provide the customer with a detailed list of what was found, as we do not have a log of each and every issue identified that we can share
Final Consumer Response /* (2000, 17, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that the company fulfilled one of my requests
Initial Business Response /* (1000, 6, 2015/10/27) */
Unfortunately, we did not find any email in our support portal from this customer
We checked our distributor database and found only one charge for Avast Cleanup
We contacted customer with a request for proof of charge to investigate
this case with our distributor
We are awaiting customer reply in our support portal
Initial Consumer Rebuttal /* (3000, 8, 2015/10/30) */
I received your email today and wanted to inform you that I in fact did respond to Avast and the response is shown below along with their original email to me
Unfortunately, we did not find any email in our support portal from this customer
We checked our distributor database and found only one charge for Avast Cleanup
We contacted customer with a request for proof of charge to investigate this case with our distributor
We are awaiting customer reply in our support portal
As you can see from their initial contact some of the things they stated in their response to you are in error!I did respond no request for proof was madeand I did tell them that I would send proofPlease forward my already sent response a copy of my proof
susan ***, thank you for becoming an Avast customer
Here is a summary of your order, plus the installation instructions and several links you might find useful
Order Information Billing Address
Order ID:
XXXXXXXXXXX
Order Date:
September 24,
Invoice:
Available at our Order Portal
Password:*** will need the password *** logging into anOrder Portal to check details of your order
Name:
susan ***
Address:
*** XXXXX
US
Email:
***@comcast.net
Products in Your Order
Product SKU: GMF-XX-XXX-
Product Name: Avast Cleanup - PC, Year
Qty Ordered:
Amount: $
Subtotal: $
Discount: -$
Tax: $
Total Price: $
Payment Information
If you paid by credit card, please look for DRI*AVAST Software on your credit card billing statement
Installation Instructions
Avast Cleanup
Follow the instructions to insert the activation code
Activation code: ***
NOTE: Your license is valid from the day of purchase not the day of activation
________________________________________
Do you need help with installation?
Call us 1-866-951-(toll-free from US)We are happy to help you with any technical issue
Auto-Renewal Plan Terms
By completing your purchase, you have authorized Digital River to automatically renew your purchased license for successive renewal terms equal in length to your initial license term but no longer than year, at the then-current renewal license price (plus applicable taxes) using your payment information provided for your initial purchase, until you cancel
At least one email will be sent to you to remind you of each upcoming renewalThe Digital River Terms of Sale and Privacy Policy will apply to each renewal transactionYou also agree that Digital River may, upon notice to you, transfer your responsibility for the processing of renewals of your purchased license under the Auto-Renewal Plan to Avast Software a.s("Avast"), in which case Digital River will transfer your billing information to Avast or their payment processor, and Avast's terms of sale and privacy policy provided to you in Avast's reminder email will apply to each renewal transaction
You may cancel your auto-renewal plan at any time by logging into the My Subscriptions portal (access information are included in this email or on the Customer Service Help page), selecting your product, and selecting the option to disable automatic renewal
Stay in touch
Visit our Support Center to get instant help
Join our community on Facebook
Follow Avast on Twitter
Read our blog for interesting news
See all Avast contacts
Best regards,
Avast Software Customer Service
avast.com/support
Initial Business Response /* (1000, 5, 2015/04/17) */
We were able to locate customer in our support portal
We apologized for the late reply and offered our immediate help to solve his billing issue
We are awaiting customer reply in our support portal
Initial Consumer
Rebuttal /* (2000, 7, 2015/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Unfortunately, we did not receive any support request in our support portal
We contacted customer directly from our system
Initial Business Response /* (1000, 5, 2014/05/05) */
We do apologize for the inconvenience this has caused and I am forwarding this case to our refund department who will be in contact with you very soon to discuss a refund
Typically refunds take about 7-business days to receiveA
notification should be sent to you soon with the information
Thank you for contacting us via the Revdex.com and have a pleasant day
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Simply saying "I am forwarding this case to our refund department who will be in contact with you very soon to discuss a refund" is not a sufficient responseI have read dozens of complaints about AVAST in which they say they are refunding the customer and then do not follow through***I will not accept this response until I have received a complete refund and will continue to hold this company accountable until that has occurred.***
Final Consumer Response /* (2000, 10, 2014/05/08) */
Avast has issued me a refund that has been processed by my bankAll monies that I paid to Avast have been returned to meThank you Revdex.com for being on the side of the consumer! Shame on Avast for their fraudulent business practices
I consider my complaint closed
Initial Business Response /* (1000, 5, 2015/10/27) */
We contacted customer from our support portal with our offer to help him fix any Avast issues he may face
We can confirm that duplicate order was already refunded back to customer
Initial Business Response /* (1000, 5, 2014/07/10) */
Thank you for contacting avast! through the Revdex.com channelWe would be more than happy to discuss with you the request for refund however you are over the day return policy
A refund specialist will be in contact with you shortly to
discuss a refund further
Initial Consumer Rebuttal /* (3000, 7, 2014/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested a refund DAYS after the purchaseIt's not my fault you guys work so slowYou guys said I would be getting my refund back and never sent it outYou are the ones that took days and sometimes weeks to respond which is why it's been over daysLike I said it's not my fault that you guys are slow at sending out refunds
Final Consumer Response /* (2000, 11, 2014/07/23) */
The conflict has been resolved
Initial Business Response /* (1000, 5, 2014/02/17) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon
We do apologize for the inconvenience this may have caused
Kind
Regards
Final Consumer Response /* (2000, 10, 2014/02/26) */
Nine days after being told by Avast that I would receive a refund (and with three subsequent phone calls in the interim), the refund was FINALLY received in my credit card account
Initial Business Response /* (1000, 5, 2015/12/21) */
Unfortunately, customer did not contacted our support
We contacted customer using our support portal with our offer of help
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
I did try to contact their customer support, and tech support when I could not get ahold of anyone elseI even tried callingSince my machine was infected with trojans and other malware after they unexpectedly cut me off I have had trouble getting copies of my emails to themIt is off my computer and after reading all the problems others have had with them I see why they are so badThey did not give me a refund I received only one email from them advising me how to get back with them this after I asked for a refund so they must have gotten my email to respond as such
Final Business Response /* (4000, 9, 2015/12/29) */
Customer was already refunded as he requested in our support portal
Final Consumer Response /* (2000, 11, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The money finally was given back in very late Dec probably due to the holiday
Initial Business Response /* (1000, 5, 2015/11/19) */
Unfortunately, we cannot process a refund for this customer based on our refund policy
All Avast programs can be used days for free as a trial, and additionally we offer a day money back guarantee from the date of purchase (days in
total)
Customer asked for a refund months from a day of purchase
That said, we are happy, of course, to offer support and assistance for any Avast issue for the duration of the license
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would agree with a "no refund" after day policy if the product worked and/ or was able to be fixed by the support personnel to which they have said will helpI have tried several times to do just as the support people have told me to doI have had Avast Total support (to which I paid an additional $179) even do try to do it for me at least three times
It still to this day (Nov 20, 2015) does not work or even try to connectI have had at least three support techs and one supervisor help with this situation....the product to which they charged me for two years service has not worked and IS STILL NOT WORKING!! I paid for two years and got 1/months of internet protection service
I would like a pro-rated refund back from this company! I got 1/months service and I paid $for TWO yearsSeems to me that would equal a refund of $if I divide the time used (almost months) by total paymentSo $divided by minus 4mosApprox $
If "total support" ,who have been great for the price I paid them ($179), cannot fix the problem as Avast SecureLine (VPN) personnel have stated to do, then the product is faulty and therefore does not and in my opinion WILL NOT work
I would like an $refund back on the card to which I paid or a refund sent directly to meResolved...simply put!!
Final Business Response /* (4000, 9, 2015/11/27) */
Unfortunately, we cannot refund this order for the same reason we already informed custmer last time
All Avast programs can be used days for free as a trial, and additionally we offer a day money back guarantee from the date of purchase (days in total)
The policy is described in our (EULA) license agreement (7th paragraph) with which customer agreedLicense agreement is available here:
http://download311.avast.com/files/legal/eula-avast-consumer.pdf
Final Consumer Response /* (3000, 13, 2015/12/07) */
Still cannot access product Dec 2,
We contacted this customer via our support portal based on his complaint no.***
We asked customer if it is possible that he used different email address so we could find any order from him
Unfortunately, we never received any reply since 18th April
We are looking forward to receive reply
from customer in our support portal
Complaint: ***I am rejecting this response because:
There
was no typo in my email address, this is a lie I have addresses, one is *** and the other is *** Emails received at both addresses are shown in my email inbox I waited for a week without EasyPass service because Avast tech support did not respond to the support tickets I submitted I was unable to use any of my passwords for any website Avast failed to provide proper support for EasyPass, and it caused me harm * *** *** *** *** *** *** ** *** *** *** * *** *** *** *** *** *** ** *** * *** *** ** *** *** *** *** *** *** * *** *** *** *** ** *** *** * *** *** *** *** ** ** *** ** *** *** *** *** *** ** *** ***
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/02/10) */
Customer purchased wrong product
His order was refunded as he requested
Initial Consumer Rebuttal /* (2000, 8, 2015/02/11) */
I received a reply from Avast software yesterday and they have initiated a refundThanks very
much for your assistance
***
Avast Total Care is the name of phone support service which customer purchased
We received a report that customer's subscription was refunded as per her request
Initial Business Response /* (1000, 5, 2015/03/20) */
We found this customer in our support portal
We've answered his questions and offered him to combine his licenses in to one and cancel all Auto-Renewal available
We are awaiting his reply
Initial Consumer Rebuttal /*
(3000, 7, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is partially acceptableI take issue with their automated response in which they referred to me as his and himI am a womanMy complaint was mostly about the fact that there is no way to actually talk to a person at this companyI had and still have some confusion about my account, and I was anxious to get it cleared upI don't want to wait for days to respond by email and keep exchanging emails
Their offer to combine the liceneses is okay, except I'm still not clear about what I actually haveI have their product on one computer, and there are three active licensesIt's not their fault that I have so manyIt was my fault for not knowing exactly what my computer repair shop had put on my computerI think a phone call could have quickly cleared this up, but this company is unavailable by phone
Final Business Response /* (4000, 9, 2015/03/25) */
All licenses for this customer were combined and new extended license createdNew license is valid until December/
We informed customer via our support portal
Final Consumer Response /* (2000, 11, 2015/03/26) */
3-26-
Sent via email:
Hi ***
Thank you for checking in
My issue wasn't completely resolved because my complaint was something they couldn't do, evidentlyI wanted to speak to someone who could help me understand why I had three active licenses for two PCsThe whole situation was confusing because my computer repair shop put the program on my machine, and somehow I renewed or purchased licenses for more computers than I actually haveWhen I click on Account in the Avast window, it won't give me access because the email address is from my repair shop and not mineSince I never got to talk to anyone, I wasn't able to explain all this to them and have them help me figure it out
What they did is combine the licenses I have into one long license expiring in because I currently only run the program on one computerI guess that's okayThey sent me a link with instructions on how to activate this, and it seemed to work fineI just can't access the account in Avast on the computerIf I want to see anything I have to go to the website, but at least my email address and password *** thereI don't have a problem with the quality of the product, so I don't mind keeping itIt's just very frustrating that there is no way to talk to a humanI'm all for electronic communication most of the time, but I feel like there are some situations where you actually need to talk
For all intent and purposes, yes, I guess the issue is resolvedI just won't renew with them once my license expires because I don't agree with their customer service procedures
Sincerely,
*** ***
Customer was already refunded for his renewal as he requested in our support portal
Initial Business Response /* (1000, 5, 2016/01/15) */
Customer was already refunded as she requested via our support portal
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/02/12) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon
We do apologize for the inconvenience this may have caused
Kind
Regards
Final Consumer Response /* (2000, 8, 2014/02/12) */
I received a call from avast total support agent name is phil explained the situation to him he offerd me the same terms as orginally offerd so this case has been resolved
I ty for yor assistance Revdex.com but you may now closed this case
*** ***
Initial Business Response /* (1000, 5, 2015/01/21) */
We cleared up this situation with customer yesterdayConfusion was between our versions which was explained to customer