AVAST Software

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

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.As per his request, renewal order was refunded

Initial Business Response / [redacted] (1000, 5, 2015/01/21) */ Customer was already refunded as he requested in email which he sent to our support

Business Response / [redacted] (-10, 13, 2015/01/29) */ Customer was already refunded as he requested in our support system Consumer Response / [redacted] (2000, 17, 2015/01/29) */ 1-29- Sent via email: They finally granted a refund [redacted] J***

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Unfortunately, customer did not contacted us via our support portal We contacted him with an offer for help to fix his issues We are awaiting his reply in our support portal Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has issued a refund 8/31/15; however, there was no apologies or explanationI will NOT recommend this business to my friendsCustomer rep is unreliable, unprofessional, and dishonest

Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ Unfortunately, we did not find this customer in our support portal Customer was refunded as he requested

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ Unfortunately, customer never contacted us via our support portal Customer was refunded as he requested

Initial Business Response / [redacted] (1000, 7, 2016/01/28) */ This is oddThis complaint was already handled by us Customer was already refunded as he requested in our support portal Initial Consumer Rebuttal / [redacted] (2000, 11, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company's response says "This is oddThis complaint was already handled by us Customer was already refunded as he requested in our support portal." It is true, they did refund my money and apologized to me for what happened, telling me that that was not their usual way of doing business, but it was after being contacted by the Revdex.comSo thank you Revdex.com for your help!!!

Customer was refunded for her order as she requested in our support portal We replied to her from our support portal

Initial Business Response / [redacted] (1000, 5, 2015/11/27) */ Customer was already refunded for TTS services as he requested in our support portal Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/08/29) */ 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 Consumer Rebuttal / [redacted] (2000, 7, 2014/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 8, 2014/07/09) */ Dear Ms[redacted] , As per your request, please accept this email as confirmation of your refund being approved for processingWe have now notified our online shop of the refund and they will arrange this transaction and notify you in due course Initial Consumer Rebuttal / [redacted] (2000, 11, 2014/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response as confirmation of a full refund as originally requested

Initial Business Response / [redacted] (1000, 5, 2014/06/04) */ 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

Unfortunately, customer did not contact us via our support portal Customer's subscription was renewed because her previous order had Auto-Renewal option active.Our distributor informed her 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.As per her request, renewal license was refunded back to her account used for original purchase

Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ Customer was already refunded as he requested in our support portal Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, my money was deposited back into my accountThanks to the Revdex.com this nightmare is finally overThis process could have been a lot easier, if the money was never taken outI hope that this doesn't happen again, as I will NOT have anything to do with AVAST software! Complaint Response Date bumped because: Holiday

Revdex.com:I have reviewed the response made by the business and I did get a refund via PayPalThere was nowhere on their "portal"to request a refundHad it not been for the Revdex.com I would not have received refund Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/04/17) */ Customer contacted us via our support portal Auto-Renewal option for his order was canceled as he requested

Unfortunately, we did not receive any support request from this customer in our support portal We contacted her with our offer of help to resolve her issue We are awaiting her reply in our support portal

Initial Business Response / [redacted] (1000, 7, 2015/05/05) */ Customer contacted us via our support portal Our retention agent refunded customer's subscription as he requested Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/05/06) */ I have received my full refund of the purchased softwareI feel now my complaint has been fully satisfied Thank you for your assistance in this matter

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ We found customer in our support portal Our agent offered him combination of his licenses with an extension of validation period We've refunded customer as he requested Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/14) */ 9-14- Sent via email: [redacted] yes they did finally refund me my moneyThank you