AVG Technologies

Hello, Thank you for reaching out to AVG and thank you for sharing your experience with us We would like to inform you that Revdex.com complaint is now being handled by Escalation Department We would like to inform you that the refund of your order is in progressWe have processed your refund in our database, however it may take 2-business days for this to be displayed on your billing statementThis is due to the length of time taken for the banks to handle the refund request Best regards, [redacted] AVG Escalation team

Initial Business Response / [redacted] (1000, 7, 2014/04/08) */ We have thoroughly investigated this caseUnfortunately, it turns out that the misunderstanding occurred because one of our customer service agents told the customer it is not possible for him to install the version, which is not trueWe will reach out to the customer to offer him a free month license of AVG PC TuneUp, which is a more complete tuning program Regards, AVG Customer care Initial Consumer Rebuttal / [redacted] (2000, 9, 2014/04/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) If they will follow through with there offer last time they told me it was imposable

Initial Business Response / [redacted] (1000, 5, 2015/01/15) */ Contact Name and Title: [redacted] Escalations Contact Phone: +XXX XXX XXX XXX Contact Email: [redacted] @avg.com Dear Mr [redacted] We have received your Revdex.com complaint We are sorry to hear that you were unsatisfied with our service Before we process your refund, though: According to our records, you also purchased a copy of our Internet Security product from us Are you still using this? Do you want a refund on it as well, or just the remote-virus-removal service? [redacted] Escalation Specialist Customer Care AVG Technologies CZ, s.r.oavg.com [redacted] 2/4, XXX XX Brno, Czech Republic T: +XXX XXX XXX XXX E: [redacted] @avg.com Delivering products and services to make our digital lives easier to secure, simpler to navigate and more enjoyable to experience e

Initial Business Response / [redacted] (1000, 5, 2015/05/11) */ Contact Name and Title: [redacted] Escalations Contact Phone: +XXX XXX XXX XXX Contact Email: [redacted] @avg.com We acknowledge receipt of Ms ***'s complaint We are very sorry about this delayThere was a problem with our internal systems and the refund had not been processedHowever this has now been done and the money should be back in her account within daysThis delay is due to the clearing time of the banks on both ends of the transaction [redacted] Escalation Specialist Customer Care AVG Technologies CZ, s.r.oavg.com [redacted] 2/4, XXX XX [redacted] Czech Republic T: +XXX XXX XXX XXX E: [redacted] @avg.com Delivering products and services to make our digital lives easier to secure, simpler to navigate and more enjoyable to experience This e-mail may contain privileged and confidential informationIf you are not the intended addressee, any use, disclosure or copying of this e-mail and any attachments is unauthorized - please notify the sender by return and delete the messageWe reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did finally get me my money backIf not fir here I would never have even gotten a reasonI think that is bad businessI sm great full fir my money back but I would never do business with this group againNor will I ever tell anyone else

Hello [redacted] , Thank you for reaching out to AVG and thank you for sharing your experience with us.We would like to inform you that this Revdex.com complaint is now being handled by Escalation DepartmentWe have reviewed your comments and we apologize for inconvenience causedWe have reviewed all our record and we found only one call to AVG Go made on May 5, Our agent offered assistance but you declined to do remote sessionThe agent also offered a supervisor but the call got disconnectedPlease be informed that AVG Go is premium paid service, our free support is available at www.avg.com/us-en/support.We are happy to provide you with any AVG product for free as our apology for inconvenience but we unfortunately cannot reimburse the cost for the repair of your computer.Thank you for your time and understandingBest regards, [redacted] AVG Escalation team

Initial Business Response / [redacted] (1000, 5, 2016/01/14) */ Hi ***, AVG apologizes for the delay in providing your refundIn reviewing our systems I see that our Refund team sent an email (attached below)on 1/with an update to your refund requestPlease advise if you have any further questions Regards, [redacted] Senior SMB Support Escalation Specialist Hello ***, Thank you for contacting AVG We would like to inform you that the refund of your order (RefNoXXX-XXXXXXX) is in progress We have processed your refund in our database, however it may take to business days for this to be displayed on your billing statementThis is due to the length of time taken for the banks to handle the refund request Best regards, [redacted] AVG Customer Care Inline image URL : http://www.avg.com/stc/salesforce/signature/AVG_be_yourself.png

Initial Business Response / [redacted] (1000, 7, 2014/05/12) */ All refunds have been processedProof of the same has been sent to the customer Regards, AVG Customer Care

Initial Business Response / [redacted] (1000, 6, 2015/01/15) */ Contact Name and Title: [redacted] Escalations Contact Phone: +XXX XXX XXX XXX Contact Email: [redacted] @avg.com Dear Mr [redacted] We have received your Revdex.com dispute, case # XXXXXXXX Please permit me a moment to explainWe have over million customers in our customer databaseAs such, we cannot track customers by name, as duplicate names are extremely common in instances I have personally encountered, we have well over people sharing the same first and last namesThus, we track customers by their email address, as by their nature these must be unique You had separate accounts in our customer database: [redacted] @sbcglobal.net and [redacted] @yahoo.comAs my colleague Ms Ryskova said, we have merged these records in our database, and then changed the email address on record to the Yahoo addressI have personally confirmed this: in fact, you are the only " [redacted] " in our system and now we have just a single email address on file for you However, AVG is quite a large company now, with major offices in the Czech Republic, USA and the Netherlands, smaller ones in Britain and Australia, call centers in Poland, India and the PhilippinesIt takes some time for changes like this to propagate through all of our computer systems We also maintain a separate list of people who are not customers but who wish to receive AVG emails, for example security bulletinsIt is possible that you are on this list as wellYou can unsubscribe from these emails here: http://www.avg.com/us-en/unsubscribe-form We hope that this answers your issuePlease let us know if the emails do not stop soon [redacted] Escalation Specialist Customer Care AVG Technologies CZ, s.r.oavg.com Holandská 2/4, XXX XX Brno, Czech Republic T: +XXX XXX XXX XXX E: [redacted] @avg.com Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, since the time they say they merged the email accounts, I still receive automated email at the wrong email addressSecond, I can not activate the new version of the software until they send the activation code to the new email addressNothing has been done that I can see [redacted] Final Business Response / [redacted] (4000, 11, 2015/01/20) */ Dear Mr [redacted] Your licence number is: [redacted] Here is how to activate AVG with a new license number, product key or MyAccount - http://kb.avg.com/articles/en_US/How_to/How-to-activate-AVG-with-a-new-license-n...⇄ Here is how to copy-and-paste the number to avoid typing errors: Copy and paste - http://kb.avg.com/articles/en_US/How_to/How-to-copy-and-paste We hope that this is of assistance Best regards, [redacted] Escalation Specialist, AVG Customer Care AVG Knowledge Base: http://support.avg.com/ AVG Community: https://community.avg.com/ Technical Support contact form: https://support.avg.com/support_contact_form Final Consumer Response / [redacted] (2000, 13, 2015/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, it seems that they finally found a way to fix the problemHopefully everything is fixed

Initial Business Response / [redacted] (1000, 5, 2014/10/16) */ Dear Ms [redacted] , I am sorry to hear that you have encountered an unexpected charge from AVG but am happy to help you get this issue resolved I have looked into the issue and the charge seems to be for the renewal of your Internet security protection for computer for a further monthsWhen you purchased the original license there would have been a check box for continuing protection which you may have overlooked or forgotten about If you no longer use the license please confirm and I will ensure the amount is refunded Alternatively, if you do plan to continue using the license I can arrange for your license to be extended by a further months as a goodwill gesture for your efforts in having to reach out to us to solve the issue Please let me know which resolution you would prefer and I will ensure execution on our end with priority Again, I apologize for the inconvenience and hope to sort this out for you as quick as possible Kind regards [redacted] AVG Quality Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: The agent told me AVG would not work on Windows but it was not noted in the downloadLater in the call he told me it would be $to fix the problem they createdVery curt peopleUsed Avast support for less money snd they finally were able to remove it and get my system back to normal My computer was fine until AVG installed.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2014/04/11) */ We will arrange for our highest level support technician to call you and attempt to resolve the issues you are having with AVG AntiVirus Pro for AndroidWe will reach out to the customer directly to agree on a suitable time Regards, AVG Customer Care Initial Consumer Rebuttal / [redacted] (2000, 8, 2014/04/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a call today from the support technicianAs of yesterday my application was updated from the AVG Uninstaller to the AVG Cleaner and with this update the app began to measure the battery use accuratelyLooks like there was a bug with the previous software that has now been fixed The technician was very helpful and answered all questions

Complaint: [redacted] I am rejecting this response because: AVG Customer Service Team said before that they issued a refund; but non ever came I want to know the date they issued the refund and then will wait and see if it comes into my account before I accept their response I did however, receive an email stating that they two subscriptions were in fact cancelled after I filed this complaint with the Revdex.com Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ Hi [redacted] , Following up on your refund request, can you please provide me your original cancellation request and the subsequent confirmation you would have received from AVG? Thank you, *** [redacted] Senior SMB Support Escalation Specialist AVG Technologies Canada avg.com [redacted] E [redacted] @avg.com

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, 2015/05/15) */ Contact Name and Title: [redacted] Escalations Contact Phone: +XXX XXX XXX XXX Contact Email: [redacted] @avg.com We are very sorry to hear about Ms ***'s issues Unfortunately we have no record of her email address in our customer database, and none of our customers matching her name has the same address If she can inform us of what product it is (and ideally also what version of Windows), then we can get our tech-support team to contact her and assist We also have instructions on how to remove all of our products in our Knowlegebase, here: [redacted] Short link: [redacted] Best regards, [redacted] Escalation Specialist, AVG Customer Care AVG Knowledge Base: [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/03/12) */ Contact Name and Title: [redacted] Escalations Contact Phone: +XXX XXX XXX XXX Contact Email: [redacted] @avg.com Dear Ms [redacted] We are sorry to hear that you no longer wish to use our products and have refunded your auto-renewal [redacted] Escalation Specialist Customer Care AVG Technologies CZ, s.r.oavg.com [redacted] 2/4, XXX XX [redacted] Republic T: +XXX XXX XXX XXX E: [redacted] @avg.com Delivering products and services to make our digital lives easier to secure, simpler to navigate and more enjoyable to experience This e-mail may contain privileged and confidential informationIf you are not the intended addressee, any use, disclosure or copying of this e-mail and any attachments is unauthorized - please notify the sender by return and delete the messageWe reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) AVG graciously gave me two options to resolve this issueI selected a refunds requestedAVG sent me a copy of the confirmation, note, that they are giving me a refundI have not received the monies yet as they indicated it takes 8-days to get through the banking systemAs long as I do receive the refund, which I do believe I will, I am totally satisfied with this responseThank you

Initial Business Response / [redacted] (1000, 5, 2015/04/14) */ Dear [redacted] Thank you for reaching out to us on this issue I have been through our records to try and find a trace of your interaction with us on the matter but was not able to do soIn the future, I would suggest trying to work out issues like that this with us directly before going through third parties like the Revdex.com Our refund policy states that you are entitled to a refund for any reason within days of purchasingYou purchased AVG Anti-virus on and, therefore, are entitled to a full refund of $should you wish I can also offer you an alternative solution in case you are planning to replace the laptop with a new one, whereby we could extend the validity of your existing license by months (until 10.6.2016) and you can transfer this license onto the new laptop Please let me know which resolution you prefer, either by going back to the Revdex.com, or contacting me directly at [redacted] @avg.com We are grateful for your cooperation on the matter Kind regards [redacted] AVG Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 10, 2014/12/15) */ Contact Name and Title: [redacted] Escalations Contact Phone: +XXX XXX XXX XXX Contact Email: [redacted] @avg.com AVG Technologies does not handle rebates directlyThey are handled by Parago, and Mr [redacted] should approach Parago rather than AVG We have checked the details on Mr **'s case and the results are included below We have opened an internal inquiry to find out if there is anything that we can do to expedite Mr **'s caseWe will respond with any additional information that we can find Meantime, though, we would suggest that he opens a case against Parago directly [redacted] AVG Customer Care AVG Knowledge Base: http://support.avg.com/ AVG Community: https://community.avg.com/ Technical Support contact form: https://support.avg.com/support_contact_form Mon, Dec 15, Customer Record Promotion Info Rebate Info Customer Info Scanned Rebate Tracking ID: XXXXXXXXX Phone Number: (XXX) XXXXXXX Company Name: Last Name: [redacted] Zip Code: XXXXX Email: [redacted] @yahoo.com Promotion Information Campaign Code: XX-XXXXX Campaign Name: $Visa Prepaid Card with Purchase of AVG AntiVirus Plus PC TuneUp XXXX X Users Years at Fry's Electronics or Frys.com Submission Type: MA Product: AVG AntiVirus + PC TuneUp 2014, user Original UPC: true License Number: Purchase Date: 09-07- Postmark Date: 09-07- Data Entry Date: 09-18- Rebate Information Reward Chosen: $Prepaid Card Status: Valid Status Detail: Your rebate is valid and is scheduled for final processing Tracking Number: XXXXXXXXX Purchase Location: FRY'S ELECTRONICS Customer Information First Name: [redacted] Last Name: [redacted] Company: Address 1: [redacted] Address 2: City: [redacted] State: CA Zip: XXXXX Country: UNITED STATES Home Phone: (XXX) XXXXXXX Email Address: [redacted] @yahoo.com (c) All rights reserved This Site Powered by Parago Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since I bought the product from the AVG Technologies and I think they should take the responsibility for what they advertisedIn addition, I didn't see any sentence that mentions about the Parago handling the rebate in their rebate formAnyway, I am going to open another case against the Parago Thanks, [redacted] Final Business Response / [redacted] (4000, 14, 2014/12/18) */ We here in the Escalations Dept at AVG's R&D HQ in Brno in the Czech Republic asked our Parago liaison, [redacted] from our San Francisco office, to look into this The next day, she told me: « I have requested that Parago overnight a check to the customer today » We hope that by now, Mr [redacted] has received his rebate voucherOur apologies for the delay in handling thisPlease let us know if it has not been received and we will investigate further Final Consumer Response / [redacted] (2000, 16, 2014/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the check and accepted their proposalI want to thank the Revdex.com taking a quick action to resolve the issueWithout you,I don't think I have achieved my goal Sincerely, [redacted] **

Revdex.com:I have reviewed the response made by the business in reference to gr-alert gr_spell undefined ContextualSpelling" id=data-gr-id="7">complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [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 me Yes, I have received the two refunds into my account I have also received an apology from the company Sincerely, [redacted]