AVAST Software

Initial Business Response / [redacted] (1000, 5, 2015/01/26) */ We just contacted customer with a solution for herShe will have her licenses combined together or refunded as she requested

Business Response / [redacted] (-10, 14, 2015/01/29) */ We review this complaint and we can confirm that customer was refunded by a charge-back Consumer Response / [redacted] (2000, 18, 2015/01/30) */ 1-30- Sent via email: Yes, I got a letter todayIt's been resolved through the bank Thanks you

Continued from last review The fee, $was for a year I no longer need this service, and I have an HP laptop that is now a doorstopI contacted my credit card Coto resolve this problem The business person who has responded to other complaints on this site is ignoring facts I spent considerable time on the net reading complaints , most regarding refunds and difficulty navigating their site to enter ticket #'s passwords, etc and difficulty communicating with staff One person stated this business is in PragueThey would be hard to sue

Initial Business Response / [redacted] (1000, 5, 2015/03/17) */ We found this customer in our support portal Customer had an issue with our product and our support agent extended his license as a compensation for his issue Unfortunately, our staff forgot to cancel Auto-Renewal option for him and he was charged for an order XXXXXXXXXXXWe refunded this order as customer requested Other orders which customer specified were not refunded due to our refund policyCustomer missed our 30-days refund guarantee

Initial Business Response / [redacted] (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-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 / [redacted] (2000, 7, 2014/03/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) The refund has been credited to my account as of todayThank you for your mediation on my behalf

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Unfortunately, we did not find any email in our support portal We contacted customer with our offer to fix her issues We are awaiting her reply in our support portal Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/08/28) */ 8-28- Sent via new complaint: I currently have an open case with your office to which all emails from you and AVAST regarding this issue have mysteriously been deleted The time frame on the case was about to come to closeI sent the company an email to after they contacted me(I was out of state for a week, but sent when I returned)Today not only the email I sent to them but the one they emailed me, and all communications between Revdex.com and me have also been deletedI need this issue resolved and need AVAST software removed from my computer and all monies refundedI would attach the original complaint number but do not have itI assumed it would be safe in my email box Final Business Response / [redacted] (4000, 14, 2015/08/31) */ We sent to customer manual how to reinstall Avast again We are awaiting customer's reply in our support portal

Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ We were able to locate this customer in our records He was charged in January for an Auto-Renewal which was active in his subscription Customer asked for a charge-back for this charge He replied to us that charge-back was reversed however our distributor did not confirm it We escalated this case to get the result as soon as possible

We canceled Auto-Renewal for this customer We also contacted our distributor to double check that no AR feature is active for him

Initial Business Response / [redacted] (1000, 7, 2014/03/05) */ Your case is being viewed by our team and someone should contact you soon regarding your issue Thank you again for contacting avast Have a nice day Final Consumer Response / [redacted] (2000, 9, 2014/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) My money has been refundedThank you for your help in this matter [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2014/04/30) */ 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-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 / [redacted] (2000, 7, 2014/05/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just looked at my account and the refund has been postedI am not sure why it has to go to such extremes to get a refundMaybe most people give up and they get to keep itTook me weeks on my own and days for the Revdex.comThank you for the help

Initial Business Response / [redacted] (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 / [redacted] (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 coverageThis 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

Customer's subscription was renewed because his previous order had Auto-Renewal option active.Our distributor informed him about this renewal in the renewal notification emails (& days) before the renewalThese emails informs about upcoming renewal event together with a description how to cancel this renewal feature.Auto-Renewal order was already refunded back to his account used for the original purchase

Initial Business Response / [redacted] (1000, 8, 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 / [redacted] (3000, 10, 2014/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still waiting to hear the final outcome of the complaint Final Business Response / [redacted] (4000, 12, 2014/02/19) */ 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 / [redacted] (3000, 15, 2014/03/11) */ Called the company to discuss the account after being contacted by them after they received the Revdex.com complaintAfter some discussion they set up a tech service call for the following dayI sat by the phone for over hours and they never calledNothing about this company so far has shown much in they way of customer service

Unfortunately, we did not receive any complaint from this customer in our support portal We just canceled AR feature for customer using the same method and login details which he received in renewal notification email He will not be charged for a renewal

Initial Business Response / [redacted] (1000, 6, 2015/10/06) */ Customer was charged for an Auto-Renewal of his original order His order was refunded as he requested in our support portal Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/10/08) */ This issue has been resolved

Initial Business Response / [redacted] (1000, 6, 2015/02/20) */ 2-11- Sent via email: Dear [redacted] , Thank you for your quick reply This customer is really confusingI did not locate any order associated with his email I found one [redacted] in Las Vegas and his order already expired and no renewal was processed I think that we can consider this issue closed Best regards, [redacted] Senior Retention Supervisor AVAST Software s.r.o

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ Customer contacted us in our support portal Our support agent explained to customer that he purchased this subscription from Apple iTunes distributor We sent customer a link to manage his subscriptions Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just cancel the accountThe link that was sent, was not helpfulWhen I called the number after receiving the unhelpful link, they were not able to look up my account at allNot by name, by phone, or by emailThis seems like more deflection and run aroundAlso, my iTunes account, email, etcidentify me as "***[redacted] "I am a female, not a male (as referenced by their comments above)This just further demonstrates to me the ineptitude I've experienced all alongCancelling the account by me, or by Avast should not be this difficult! Final Consumer Response / [redacted] (3000, 12, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted iTunes, the seller, and they have refunded me for the most current payment of $I want to make sure that no further payments are issued, by cancelling my accountI have notified iTunes, but want my account cancelled from your end, so that there are no further/future subscription payments madePlease confirm the cancellation of my account, and confirm that no further subscription charges will be made Final Business Response / [redacted] (4000, 14, 2015/11/27) */ Whole subscription management is done by iTunes directly If they refunded your charge so we expect that your subscription was stopped

Initial Business Response / [redacted] (1000, 5, 2014/08/18) */ We will have a Total Support representative contact you regarding your request for refund and do apologize for any inconvenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been contacted before I registered my complaint with the Revdex.com, and there was no resolution because their comment to me was: we do not have a refund policy Yet the email from customer support clearly states that the person who convinced me to purchase the technical support was in error It seems like a brush off to me to have a representative say "we will contact youso sorry"If they do contact me and arrange for a refund, I will then consider their response to my complaint as acceptable Thank you Final Business Response / [redacted] (4000, 9, 2014/08/25) */ A Total Support Representative will contact you shortly about your refund Thank you in advance for your cooperation Kind Regards Final Consumer Response / [redacted] (2000, 11, 2014/08/27) */ Thank you very much for your assistance in this issue! For months, I could not get the company to recognize that the error of this transaction was theirs and not mineHowever, as a result of your involvement, Avast! will refund the inappropriately charged technical supportMany, many, many thanks!!!!! As an interesting side note, I missed the first phone call from the Avast Representative, and so followed the instructions left by her on my answering machine to call a certain number and press option twiceThis put me in contact with a person who not only couldn't connect me with the Representative who called me, but after reviewing my case, told me, yet again, that a refund was not possible since the tech service had been used Fortunately, I did NOT miss the second phone call from the Avast Representative, [redacted] who politely listened when I told her everyone who reviewed my case was missing the beginning of the problem and was fixating on the 'end results' of this problem: the tech support was USED so no refund was possibleShe recognized the BEGINNING: the software should have been configured for my computer for free without referring me to paid tech support With great appreciation, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Unfortunately, we did not find any request from customer in our support portal Customer was charged for an Auto-Renewal for her order She was informed about this upcoming AR in two emails & days before chargeThese emails contains manual how to cancel AR if needed We are awaiting her reply in our support portal Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still say I signed up for automatic renewal and that they sent me emails regarding the renewal with instructions to cancelNot true! Also they did not return my unsufficient fund charge or apologize to me or the bank for their errorIt was their error not mine Final Business Response / [redacted] (4000, 9, 2015/10/20) */ We had a communication with customer in our support portal Where we specified an email where customer received notifications about upcoming renewal (same email was used during the original purchase) Customer was refunded for his AR order as requested