AVG Technologies

Initial Business Response /* (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.o. avg.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 /* (1000, 6, 2015/02/10) */
Customer would need to email all the information over to our refund team at [redacted]@avg.com. Once they have it they can process their request.
Initial Consumer Rebuttal /* (2000, 20, 2015/02/25) */
2-25-15
Sent via...

email:
Hi,
Yes they did credit my account for the full amount due. I want to thank you, the Revdex.com, for helping me out with this problem. Their, AVG's, customer service is not good. You get a runaround with their automated phone service and then just get a 'good-bye' and hung up on. When I finally did get a live person, he told me, with an accent I could hardly decipherer, that I should have been given a pin number when I got the phone number from them, which I didn't. You where my only option.
Thanks again, [redacted].

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 Department. We have reviewed your comments and we apologize for inconvenience caused. We have reviewed...

all our record and we found only one call to AVG Go made on May 5, 2017. Our agent offered assistance but you declined to do remote session. The agent also  offered a supervisor but the call got disconnected. Please 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 understanding. Best regards, [redacted]AVG Escalation team

Initial Business Response /* (1000, 9, 2015/10/15) */
Good morning,
Our Support team reached out to [redacted] on October 1st to rectify the situation with his wife's computer. We have not received a reply from him to date. Please see the correspondence below from our Support team. Once...

[redacted] is ready, he can respond to the case directly to our support team.
Regards,
[redacted]
To:[redacted]@cox.net Subject:Revdex.com CASE#: XXXXXXXXBcc:[redacted]@avg.com
Hello [redacted],

Thank you for contacting us.

We obtained a request for troubleshooting from our senior escalation specialist. As from the description you (or your wife) are facing an issue with lost data and contacts after installing invitational 3rd party software.

We would like to kindly ask you for more extensive description of the issue so we can understand better what might have happened on target computer.

Was there any error message, virus detection or anything of this nature as a manifestation of this issue? Or how is this issue exactly connected to AVG? Please specify what 3rd party software are we talking about.

We would like to kindly ask you to describe what data loss you encountered and please gather AVG diagnostic data from your computer by following next steps:

1. Click here (https://share.avg.com/steam/PSP/Free_AVG_Solutions/AVG_SysInfo.exe ) to download the AVG SysInfo tool.
2. Run the downloaded tool.
3. Click AVG SysInfo - Continue.
4. Once the screen Output created is shown, fill in any additional details, or click Attach file if you want to attach any additional files, such as screenshots.
5. Fill in your email address, and then click Send output.
6. Reply to this email and let us know that you have sent us the export.

Thank you for your patience and cooperation.

Best regards,

[redacted]
Senior Customer Care Specialist
AVG Technical Support
http://www.avg.com ... More
[redacted]

Initial Business Response /* (1000, 5, 2016/01/14) */
Hi [redacted],
AVG apologizes for the delay in providing your refund. In reviewing our systems I see that our Refund team sent an email (attached below)on 1/13 with an update to your refund request. Please advise if you have any further...

questions.
Regards,
[redacted]
Senior SMB Support Escalation Specialist
Hello [redacted],
Thank you for contacting AVG.
We would like to inform you that the refund of your order (Ref. No. XXX-XXXXXXX) is in progress.
We have processed your refund in our database, however it may take 5 to 10 business days for this to be displayed on your billing statement. This 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 /* (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.o. avg.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 information. If 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 message. We reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice.
Initial Consumer Rebuttal /* (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 issue. I selected a refunds requested. AVG sent me a copy of the confirmation, note, that they are giving me a refund. I have not received the monies yet as they indicated it takes 8-10 days to get through the banking system. As long as I do receive the refund, which I do believe I will, I am totally satisfied with this response. Thank you.

Initial Business Response /* (1000, 5, 2015/11/03) */
[redacted],
I am following up on the issue you are having with receiving your refund. I have escalated this within our refund team for their review. You should expect to hear from them directly however please do let me know if you have...

any questions.
Regards,
[redacted]
[redacted]
Senior SMB Support Escalation Specialist

Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because it is the same response that I have heard from them since filing for a refund. Every time I follow up with AVG's Customer Support, I get the same response. I was told on Oct. 13 that a refund was approved and that it would take up to 5 business days for the refund to deposit into my account. It has now been 16 days since that time and still no refund. This is unacceptable.
Final Business Response /* (4000, 15, 2015/11/11) */
Hi [redacted],
As per our refund team's email on November 3rd, (see below) your refund was delayed but should be received shortly.
Regards,
[redacted]
Hello [redacted],
Thank you for contacting AVG.
We would like to confirm that the refund of your order (Ref. No. XXX-XXXXXXX) is in process. Unfortunately, a system error prevented this from being actioned sooner.
We apologize if this delay has caused you any inconvenience and we thank you for understanding.
Best regards,
[redacted]
AVG Customer Care
Inline image URL :
Final Consumer Response /* (2000, 17, 2015/11/16) */
I consider this case resolved. AVG Technologies has refunded the full amount to me.

Initial Business Response /* (1000, 5, 2014/10/17) */
Dear Mr. [redacted],
Thank you for reaching out to us with this problem.
Let me start by expressing my sympathy for both your PC crashing and for the difficulties you have had in pursuing the refund for virus and spyware...

removal.
The problem with the refund occurred due to a problem in the synchronization between our licensing database and payment gateway. The delay was not intentional by any means. Our e-commerce team managed to submit the payment manually on October 15th so it should show on your account within the next week.
I understand the frustration you have gone through and as a gesture of sympathy I can offer you a free copy of AVG Internet Security for 12 months. Please contact me directly at [redacted]@avg.com and we will be able to arrange the license for you.
Kind regards
[redacted]
AVG Quality Manager

Hello [redacted],Thank you for contacting us regarding this issue.We would like to inform you that Revdex.com complaint is now being handled by Escalation Department.
We are not able to locate your order from 27/3/2017. We have found order from 24/3/2017 which contain AVG Internet Security (multi -...

device) for 69.99 USD. Your active licenses: License / date expirationAVG Internet Security (1 computer) / 2018.9.24AVG Internet Security (multi - device) / 2018.3.24You probably ordered the same product as you already have. If you are sure, that your have ordered AVG Driver Updater and AVG PC TuneUp, please provide with us a screenshot of the payment information from your online banking. The screenshot needs to include:
In case of payment with a credit or debit card
Card holder's name
Transaction date
Paid amount and currency
Card brand (e.g. VISA, Mastercard, Amex)
Last 4 digits of the card number used for payment
In case of payment via bank transfer
Bank account holder name
Your bank account number
Number of the account the payment was sent to
Transaction date
Paid amount and currency
Please try to include as much information as possible in the screenshot. In case the screenshot doesn't contain any of these, please provide the information in your response.
This will allow us identify your purchase and assist you with your request in the shortest possible time.If you have ordered AVG Internet Security (multi - device) by mistake, we would like to offer you full refund of your order.We look forward for your kind response.
Best regards,[redacted]AVG Escalation team

Initial Business Response /* (1000, 11, 2016/02/09) */
Hello [redacted]/Revdex.com,
We have reviewed the case and found that Jitka from AVG has responded to the customer back on Feb 1, 2016. Kindly find the response pasted below.
Thanks
[redacted]
-------------------------------------------
Hello...

[redacted],
Thank you for contacting AVG Customer Care.
Please accept our apologize for inconveniences you had. We would like to inform you that we exchanged your current products for license for AVG Ultimate which is valid for 12 months.
Please follow the steps below to redeem the code for your new AVG subscription:
Visit www. avg .com/code [redacted]
Fill in your activation code: [redacted]
Fill in your email address and choose a password.
These login details will be used later to activate your AVG and to access your AVG MyAccount.
Tip: In case you already have an AVG MyAccount login and password from your previous AVG purchase, click Log in here in the second step on the website, and then fill in your login details.
Click Register & Activate.
You will receive an account activation email. Use the link in the email to activate your account.
Once you redeem your code and create an AVG MyAccount by following the steps above, please install or activate your AVG as described in the following articles:
Download and install AVG Protection [redacted]
Download and install AVG Performance

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. Sincerely, [redacted]

Hello [redacted], 
 
We have noted and reviewed your comments and these will be forwarded to our refund department for further review and response. 
 
We apologies for the inconvenience caused. You can expect a response from our refund department in next 2-3 business...

days. 
 
Thank you for your understanding.
 
Best regards, 
[redacted]

Initial Business Response /* (1000, 5, 2014/07/04) */
Dear Mr. [redacted],
I am really sorry to hear this happened to you. I would like to assure you that I will do my best to resolve this unpleasant situation.
Such charges are usually associated with an old license number which recently...

expired and had AVG Continuing Protection Service (automatic renewal) active. We are also sending notification e-mails to associated e-mail address 30 days prior the automatic renewal is happening to prevent such unwanted payments.
I have reviewed our records however I have not found any account, order nor license number registered under personal details you have shared here. I would like to ask you for the order ID, license number or any proof of purchase so I can check our records and process the refund for you.
I also have talked to the technicians about the phone lines availability. We have not encountered any interruption of services in past few days. May I ask you which telephone number you have used and what was the source of it?
Thank you for you time and cooperation with resolving this situation.
With warm regards,
[redacted]
Quality Manager

Initial Business Response /* (1000, 5, 2015/09/11) */
Good morning,
I am reviewing this Case and will contact the customer directly to review.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
I want the business to contact the Revdex.com, and the Revdex.com can contact me, I tried repeatedly to get assistance from this company on my own and I got no where.
All I want from them at this point is a full refund, and you already have a copy of my receipt, I was misled by the store, and the AVG is of no use, and no where to be found.
Full refund, period, I'm done with them.
Final Business Response /* (4000, 14, 2015/10/08) */
To:[redacted]@aol.com
Subject:AVG refund request - Case #XXXXXXXX
Hello [redacted],
Thank you for your reply. Please accept my apologies for how long it took to resolve your matter.
We have carefully considered the facts surrounding your matter and in recognising how much we value you as a customer, we have concluded that we will process the refund of your order.
Please be informed that the refund of your order is in progress.
A check will be issued and mailed to the address you provided. Please note that due to the exceptional circumstances of this refund, it may take up to a month for the check to arrive.
Best regards,
[redacted]
AVG Customer Care
Final Consumer Response /* (2000, 17, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
AVG has sent me my refund as they had stated that they would do.
Thank you,

Initial Business Response /* (1000, 5, 2014/06/16) */
Dear Mr. [redacted],
Thank you for reaching out to us with this problem. I am very sorry to hear that you are unable to uninstall your AVG software and assure you that we will definitely help you get this sorted.
It is difficult to say...

what the problem is with uninstalling AVG as your description implies the product is not behaving in the normal way, so I would like to verify that you are going about removing AVG in the correct way. I would therefore like to ask you to try the steps described below.
Windows XP and 7:
Go to Start -> (Settings) -> Control Panel.
Open (Programs) -> Programs and Features, or Add or Remove Programs.
Select AVG in the list of programs.
Click the Uninstall or Change/Remove button.
Follow the instructions on your screen to complete the uninstallation.
Restart your computer.
Windows 8:
Right-click AVG on the Start screen.
Click Uninstall in the bottom bar.
Select AVG in the list of programs.
Click the Uninstall or Change/Remove button.
Follow the instructions on your screen to complete the uninstallation.
Restart your computer.
If this does not work, you try to run our AVG remover tool, which you can download from the following link:
[redacted]
Hopefully these steps will take care of uninstalling AVG, but just in case it doesn't work I would ask for your cooperation by allowing our senior technicians access your computer. Without doing so the problem would be very difficult to diagnose.
Please contact us in case the steps do not work and we will work on another solution.
Again, I wish to reiterate our regret at the troubles this has caused you.
Kind regards,
AVG Customer Care

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 case is now being handled by Escalation Department.We have reviewed your comments and we apologize for inconvenience caused. We have searched through our system using...

all provided information but we did not find any record of your call. Additionally, AVG do not offer a $300 dollar service to a US customer. You probably contacted another call center (tech support), which is not connected with AVG.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 or cost of your songs.Thank you for your time and understanding. Best regards,  [redacted]AVG Escalation team

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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/08) */
Hello Revdex.com,
According to our records it shows that the customer made a purchase through one of our resellers and AVG requested the customer to provide some supporting documents (invoice/receipt). We also requested the customer to get...

in touch with the reseller and request a refund as the purchase was made through them.
(The response from AVG is copied below)
If we are misunderstood and purchase was made directly from AVG kindly provide supporting documents and we will be glad to assist further.
We look forward for your kind response.
Hello [redacted],
Thank you for contacting AVG.
As you have purchased your AVG software through one of our resellers, please contact them directly in order to process the refund for you as soon as possible.

First name [redacted]
Last name [redacted]
Salutation

Title

Phone [redacted]
Fax [redacted]
E-mail [redacted]@softpack.com
Street [redacted]
District

City [redacted]
State/province [redacted]
Zip XXXXX
Country USA
The reseller's refund policy applies in your case, however, if you would have any doubt in how your request has been handled or you experience any difficulties, please do not hesitate to contact us again and we will be happy to assist you further
Thank you for your understanding.
Best regards,
[redacted] M.
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company said they just ship it they dont finance it.
Final Business Response /* (4000, 9, 2015/12/15) */
Hello Revdex.com,
We understand that the reseller might just be delivering our product to our customers. We are happy to look into a refund for the customer. However we need a proof of purchase.
Thanks.

Initial Business Response /* (1000, 6, 2015/12/16) */
Hello Revdex.com/[redacted],
We apologize for the inconvenience you have faced. We verified your email address in your account and updated it with [redacted]@gmail.com. You can access your account through...

https://myaccount.avg.com/ww-en/my-account-login.
If you still need any assistance with installation or activation. Kindly feel free to write in to us or visit https://secure.avg.com/escalation-feedback-form and leave us your feedback.
We thank you for your patience.
Thanks.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not being prompted to enter my account information at any time by AVG PC Tune Up, and therefore, I cannot upgrade the product. I have reinstalled it and was never prompted to enter my account information during installation, and there is nowhere to do so on the PC Tune Up interface. You have updated my account on your website, but my original problem of not being able to upgrade this product has not been solved.
Final Business Response /* (4000, 10, 2015/12/23) */
Hello Revdex.com,
We have escalated the issue with our Tech tier 2 team. It seems that customer is facing issues regarding activation of AVG product. Our tier 2 team is able to assist further on this topic.
We thank you for your patience.
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (2000, 12, 2016/01/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A technician helped me upgrade the product and was very helpful. I am grateful to both Revdex.com and AVG this has been resolved but in the future, AVG may wish to be more clear with instructions for consumers, as in my case when I upgraded PC Tune Up the website said I needed to simply input my email address, when the technician had to uninstall and reinstall a paid version of this program, something I was not made aware I had to do. Thank you for your time.