Business Response /* (-10, 13, 2015/01/30) */
Customer was already refunded for additional charges.
We were able to locate all payments and our distributor fixed his mistake.
Consumer Response /* (2000, 17, 2015/02/04) */
(The consumer indicated he/she ACCEPTED the response...
Initial Business Response /* (1000, 5, 2015/09/01) */
Customer was already refunded for Total Support services as he requested via our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
9-1-15
Sent via email:
[redacted]
Hi,...
thanks for creating the case. Maybe that's the reason that I have heard from the company directly so soon. My return and refund request has been approved for processing. Best wishes
Customer was already refunded based on his charge-back.
His license was renewed from free 60-days trial which had Auto-Renewal feature active.
Customer was informed about this scheduled renewal by our distributor.
Initial Business Response /* (1000, 6, 2015/01/26) */
Our customer had an issue with our 60 days trial with Auto-Renewal. This product is free for 60 days and it is charged for a year license on 61st day. Customer didn't cancel AR in this case so AR happened in this case.
We contacted...
customer to straighten this situation.
Initial Consumer Rebuttal /* (3000, 8, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that the company is avoiding the issue, and trying to make it seem as if I was at fault. If I believed that the Premier software was really worth it I would have no trouble in the cancellation because I would have gladly paid the money Avast was seeking for the trial period. I tried to cancel the software in November 17, 2014 only some days after, I had been issued from a message on my on-line bank, concerning Avast. When I asked my bank about the message they said they do not request such things like that. I have proof in an email or ticket that I sent to cancel paymnent way before Avast had taken out my funds from my account. I recently had an email from Avast it was more of a survey than any thing else. I explained how dissatisfied I was with the service. Like any trial period I had the choice to cancel before the sixty days ended. I did not have any kind of issues with my 60 days to Auto-renewal, Like Avast stated above. I simply just wanted to cancel that particular trial software because after I had given my banking information I began to feel that there was no reason to purchase it since I was already under a license agreement with Avast, and the software I have features and covers the security issues I needed for my computer on-line banking. I felt as if Avast wanted to get some more money out of me by creating something that I really did not need.
The response from Avast above sounds petty, and it is a lie. That is why he pulled not one payment but two from my account. Each one in the amount of $53 dollars, totaling $106 dollars. If I had not checked my account I would have been in default for insufficient funds in my account. And since Avast responded with that comment above I now think that they ignored my pleas to cancel the software. And playing games neglecting the Code of Ethics when dealing with consumers.
Sincerely,
[redacted]
Final Business Response /* (4000, 16, 2015/02/27) */
Final Consumer Response /* (2000, 19, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already answered to the proposed resolution from Avast. We do not see eye to eye on the real issues, but I am pleased because Avast returned the small amount of money
Avast has returned the amount taken from my account and I am seeking another internet security software for all of my online needs. It is a shame, I really loved the software will keep the avast security software until I find a better one. My license on the present Avast software ends in July.
Thank You, for all of your assistance.
[redacted]
Initial Business Response /* (1000, 5, 2015/08/05) */
We contacted customer via our support portal.
His license was most probably not inserted in to his antivirus.
We are awaiting customer reply in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
The company has now admitted that an error was made in the handling of my purchase of anti virus coverage. This could have been resolved in the two (2) contacts with their call center representative, but unfortunately was not.
This situation underscores the importance of companies having well trained, competent personnel acting as customer service representatives.
Initial Business Response /* (1000, 5, 2015/04/21) */
Customer contacted us via our support portal.
His licenses were refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 13, 2014/07/21) */
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
Initial Consumer Rebuttal /* (2000, 15, 2014/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/02/12) */
We asked customer via our support portal for an order ID or email for his father purchase.
We are awaiting customer's reply.
Initial Consumer Rebuttal /* (2000, 10, 2015/02/25) */
2-25-15
Sent via email:
Hi [redacted],
It...
Initial Business Response /* (1000, 5, 2015/02/12) */
Our distributor was able to locate customer's order.
We found out that customer made a typo in his email address so he did not receive confirmation email and we were unable to find his order as well.
Our retention agent already...
contacted him and provided him his license.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/25) */
2-18-15
Sent via email:
My issue has been resolved. But I'm not the only that has these issues with the company. Others have had the same issues with their customer service.
________________________________________
Initial Business Response /* (1000, 5, 2014/03/28) */
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 5-7 business days to receive. A...
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, 2014/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will wait until they contact me before I consider this matter resolved
Final Business Response /* (4000, 9, 2014/04/02) */
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 5-7 business days to receive. A 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
Final Consumer Response /* (4200, 27, 2015/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They promised to fix my computer, and their installed product made things worse. Then they remove the offending product and still charged me the $179.99 service contract fee along with the $19.99 product fee. Of course they refunded the $19.99, how could they not? But they should refund the $179.99 because their service screwed up my computer. Or don't they stand behind their work?
Initial Business Response /* (1000, 5, 2014/02/14) */
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
Initial Consumer Rebuttal /* (3000, 7, 2014/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint has not been resolved. Before I submitted a complaint to the Revdex.com, I called my AMEX credit card and AMEX placed the $577.77 in dispute.This action prompted Avast to refund me $385.18 leaving a balance of $192.59. I subsquently notified avast thatI had filed a complaint with the Revdex.com. Avast then agreed to refund the $192.59 if AMEX would reverse the dispute. I was advised by an AMEX representative not to have the dispute reversed until the $192.59 was refunded. I notified Avast of my intentions.On Friday 2/21/14,a female representative called me and said that she had reviewed the techincian's work and that my computer had been successfully reparied. This is completely false. I think that the call on 2/21/14 was a trick to get me to have the dispute reversed. It appeaes to be logical because Avast had already agreed to refund the $192.59 but only under their conditions In my opinion, Avast engages in disreputable practices and appropriate steps should me taken against Avast to avoid future consumers to endure my situation Sincerely, [redacted].
Initial Business Response /* (1000, 5, 2015/05/05) */
Unfortunately, we did not receive any email in our support portal from this customer.
Specified order is also not listed in our records.
We contacted customer for more information via our support portal.
Initial Business Response /* (1000, 7, 2015/12/28) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 9, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally refunded the...
Initial Business Response /* (1000, 5, 2015/06/16) */
We escalated this case to phone support supervisor.
Customer was refunded for TTS services as he requested.
Initial Business Response /* (1000, 5, 2015/02/24) */
Customer was refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As requested, my money has been...
Initial Business Response /* (1000, 5, 2015/02/27) */
Customer was already refunded based on his request in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been...
credited as of yet. (March 2nd)
Final Business Response /* (4000, 9, 2015/03/03) */
Refund was authorized today by our distributor.
Customer should receive his money within next 7 business days.
Final Consumer Response /* (2000, 11, 2015/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/26) */
We contacted customer about his issue with an installation of our product and provided him all necessary information to successfully install it.
Initial Consumer Rebuttal /* (2000, 11, 2015/03/17) */
3-16-15
Sent via...
email:
Hello [redacted]
I'm sorry it took me so long to reply. My schedule and work life has been extremely hectic. I received all of your updates on the complaint I filed. Lo and behold, two days after filing a complaint with your department, the company that hadn't responded in months replied and reimbursed me for the purchase. I just wanted to thank you and your organization for the help you provided and the stress you were able to take off of my shoulders. It may seem a small thing, but it helped me enormously.
Thank you for everything,
[redacted]
Customer's subscription was renewed because her previous order had Auto-Renewal option active.This order is associated with an email address [redacted]Our distributor informed her about this renewal in the renewal notification emails (30 & 15 days) before the renewal. These...
emails informs about upcoming renewal event together with a description how to cancel this renewal feature.We contacted customer via our support portal regarding this matter.
Business Response /* (-10, 13, 2015/01/30) */
Customer was already refunded for additional charges.
We were able to locate all payments and our distributor fixed his mistake.
Consumer Response /* (2000, 17, 2015/02/04) */
(The consumer indicated he/she ACCEPTED the response...
from the business.)
Initial Business Response /* (1000, 5, 2015/09/01) */
Customer was already refunded for Total Support services as he requested via our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
9-1-15
Sent via email:
[redacted]
Hi,...
thanks for creating the case. Maybe that's the reason that I have heard from the company directly so soon. My return and refund request has been approved for processing. Best wishes
Customer was already refunded based on his charge-back.
His license was renewed from free 60-days trial which had Auto-Renewal feature active.
Customer was informed about this scheduled renewal by our distributor.
Initial Business Response /* (1000, 6, 2015/01/26) */
Our customer had an issue with our 60 days trial with Auto-Renewal. This product is free for 60 days and it is charged for a year license on 61st day. Customer didn't cancel AR in this case so AR happened in this case.
We contacted...
customer to straighten this situation.
Initial Consumer Rebuttal /* (3000, 8, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that the company is avoiding the issue, and trying to make it seem as if I was at fault. If I believed that the Premier software was really worth it I would have no trouble in the cancellation because I would have gladly paid the money Avast was seeking for the trial period. I tried to cancel the software in November 17, 2014 only some days after, I had been issued from a message on my on-line bank, concerning Avast. When I asked my bank about the message they said they do not request such things like that. I have proof in an email or ticket that I sent to cancel paymnent way before Avast had taken out my funds from my account. I recently had an email from Avast it was more of a survey than any thing else. I explained how dissatisfied I was with the service. Like any trial period I had the choice to cancel before the sixty days ended. I did not have any kind of issues with my 60 days to Auto-renewal, Like Avast stated above. I simply just wanted to cancel that particular trial software because after I had given my banking information I began to feel that there was no reason to purchase it since I was already under a license agreement with Avast, and the software I have features and covers the security issues I needed for my computer on-line banking. I felt as if Avast wanted to get some more money out of me by creating something that I really did not need.
The response from Avast above sounds petty, and it is a lie. That is why he pulled not one payment but two from my account. Each one in the amount of $53 dollars, totaling $106 dollars. If I had not checked my account I would have been in default for insufficient funds in my account. And since Avast responded with that comment above I now think that they ignored my pleas to cancel the software. And playing games neglecting the Code of Ethics when dealing with consumers.
Sincerely,
[redacted]
Final Business Response /* (4000, 16, 2015/02/27) */
Final Consumer Response /* (2000, 19, 2015/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already answered to the proposed resolution from Avast. We do not see eye to eye on the real issues, but I am pleased because Avast returned the small amount of money
Avast has returned the amount taken from my account and I am seeking another internet security software for all of my online needs. It is a shame, I really loved the software will keep the avast security software until I find a better one. My license on the present Avast software ends in July.
Thank You, for all of your assistance.
[redacted]
Initial Business Response /* (1000, 5, 2015/08/05) */
We contacted customer via our support portal.
His license was most probably not inserted in to his antivirus.
We are awaiting customer reply in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
The company has now admitted that an error was made in the handling of my purchase of anti virus coverage. This could have been resolved in the two (2) contacts with their call center representative, but unfortunately was not.
This situation underscores the importance of companies having well trained, competent personnel acting as customer service representatives.
Initial Business Response /* (1000, 5, 2015/04/21) */
Customer contacted us via our support portal.
His licenses were refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 13, 2014/07/21) */
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
Initial Consumer Rebuttal /* (2000, 15, 2014/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/02/12) */
We asked customer via our support portal for an order ID or email for his father purchase.
We are awaiting customer's reply.
Initial Consumer Rebuttal /* (2000, 10, 2015/02/25) */
2-25-15
Sent via email:
Hi [redacted],
It...
has been resolved.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2015/02/12) */
Our distributor was able to locate customer's order.
We found out that customer made a typo in his email address so he did not receive confirmation email and we were unable to find his order as well.
Our retention agent already...
contacted him and provided him his license.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/25) */
2-18-15
Sent via email:
My issue has been resolved. But I'm not the only that has these issues with the company. Others have had the same issues with their customer service.
________________________________________
Initial Business Response /* (1000, 5, 2014/03/28) */
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 5-7 business days to receive. A...
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, 2014/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will wait until they contact me before I consider this matter resolved
Final Business Response /* (4000, 9, 2014/04/02) */
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 5-7 business days to receive. A 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
Final Consumer Response /* (4200, 27, 2015/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They promised to fix my computer, and their installed product made things worse. Then they remove the offending product and still charged me the $179.99 service contract fee along with the $19.99 product fee. Of course they refunded the $19.99, how could they not? But they should refund the $179.99 because their service screwed up my computer. Or don't they stand behind their work?
Initial Business Response /* (1000, 5, 2014/02/14) */
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
Initial Consumer Rebuttal /* (3000, 7, 2014/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint has not been resolved. Before I submitted a complaint to the Revdex.com, I called my AMEX credit card and AMEX placed the $577.77 in dispute.This action prompted Avast to refund me $385.18 leaving a balance of $192.59. I subsquently notified avast thatI had filed a complaint with the Revdex.com. Avast then agreed to refund the $192.59 if AMEX would reverse the dispute. I was advised by an AMEX representative not to have the dispute reversed until the $192.59 was refunded. I notified Avast of my intentions.On Friday 2/21/14,a female representative called me and said that she had reviewed the techincian's work and that my computer had been successfully reparied. This is completely false. I think that the call on 2/21/14 was a trick to get me to have the dispute reversed. It appeaes to be logical because Avast had already agreed to refund the $192.59 but only under their conditions In my opinion, Avast engages in disreputable practices and appropriate steps should me taken against Avast to avoid future consumers to endure my situation Sincerely, [redacted].
Initial Business Response /* (1000, 5, 2015/05/05) */
Unfortunately, we did not receive any email in our support portal from this customer.
Specified order is also not listed in our records.
We contacted customer for more information via our support portal.
Initial Business Response /* (1000, 7, 2015/12/28) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 9, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finally refunded the...
money that was owed to me.thank you
Initial Business Response /* (1000, 5, 2015/06/16) */
We escalated this case to phone support supervisor.
Customer was refunded for TTS services as he requested.
Initial Business Response /* (1000, 5, 2015/02/24) */
Customer was refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As requested, my money has been...
refunded. Thank you for your assistance.
Initial Business Response /* (1000, 5, 2015/02/27) */
Customer was already refunded based on his request in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been...
credited as of yet. (March 2nd)
Final Business Response /* (4000, 9, 2015/03/03) */
Refund was authorized today by our distributor.
Customer should receive his money within next 7 business days.
Final Consumer Response /* (2000, 11, 2015/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 15, 2015/01/30) */
Initial Business Response /* (1000, 5, 2015/01/26) */
We contacted customer about his issue with an installation of our product and provided him all necessary information to successfully install it.
Initial Consumer Rebuttal /* (2000, 11, 2015/03/17) */
3-16-15
Sent via...
email:
Hello [redacted]
I'm sorry it took me so long to reply. My schedule and work life has been extremely hectic. I received all of your updates on the complaint I filed. Lo and behold, two days after filing a complaint with your department, the company that hadn't responded in months replied and reimbursed me for the purchase. I just wanted to thank you and your organization for the help you provided and the stress you were able to take off of my shoulders. It may seem a small thing, but it helped me enormously.
Thank you for everything,
[redacted]
Customer was already refunded as she requested in our support portal.
Customer's subscription was renewed because her previous order had Auto-Renewal option active.This order is associated with an email address [redacted]Our distributor informed her about this renewal in the renewal notification emails (30 & 15 days) before the renewal. These...
emails informs about upcoming renewal event together with a description how to cancel this renewal feature.We contacted customer via our support portal regarding this matter.