AVG Technologies

Initial Business Response / [redacted] (1000, 6, 2015/02/10) */ Customer would need to email all the information over to our refund team at [redacted] @avg.comOnce they have it they can process their request Initial Consumer Rebuttal / [redacted] (2000, 20, 2015/02/25) */ 2-25- Sent via email: Hi, Yes they did credit my account for the full amount dueI want to thank you, the Revdex.com, for helping me out with this problemTheir, AVG's, customer service is not goodYou get a runaround with their automated phone service and then just get a 'good-bye' and hung up onWhen 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'tYou where my only option Thanks again, ***

Initial Business Response / [redacted] (1000, 5, 2014/07/04) */ Dear Mr [redacted] , I am really sorry to hear this happened to youI 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) activeWe are also sending notification e-mails to associated e-mail address 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 hereI 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 availabilityWe have not encountered any interruption of services in past few daysMay 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 / [redacted] (1000, 5, 2014/05/20) */ Dear Mr [redacted] , I am sorry to hear that you have had problems with AVG and am particularly disturbed by the support experience you described in your complaint I have been through all of our call recordings and am unable to find anything from the phone number you have listed in this complaintI have also located your account with AVG where I can see purchases for AVG Internet Security and AVG PC TuneUp, but there is no record of you purchasing Virus and Spyware Removal from AVG I'm very sorry but I suspect you are the victim of a scamThis would also be backed up by the fact that the problem you are describing is a known one with the first release of Windows 8.1, which Microsoft rectified with the following update releaseThe behavior of AVG in this case was not due to a virus Although we don't have your money I can advise you to contact the bank as soon as possible to retract the payment if you paid with a credit cardIf you paid using paypal then paypal will be able to refund your money as long as you contact them within days of the payment Regarding your issues with AVG, I am happy to arrange for a support technician from AVG to remotely connect to your PC and fix the issueThey will also be able to check if you have a virus in your machine and address it if necessary Again, I'm very saddened to here of your issue and would advise you to be ensure you find contacts for support only from official sources in the future Kind regards AVG Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company works for AVG as a vendor, it appears,serving the phone calls regarding AVGTherefore, AVG would not be able to 'find' the phone numberWhy would this company's phone number appear when one looks for tech support and AVG? This company stated they worked for AVG AVG should be aware of what this company is doingI request a call back from someone in customer service regarding this issue Here is the response from that company: Dear [redacted] We again apologise for the inconvenience you had with our servicesDuring our last response we have already informed you that we have voided the payment made and offered a Free Computer Tune-upWe would be more than happy to assist to gain your trust backWe would also like you inform you some important information, please read the following points below 1) We have no association with AVG or any other computer brand in any manner, nor we support or promote any product from any brand and we are not a vendor for AVG by any means 2) Supervisor [redacted] has been provided with Immediate Corrective Action Plan in which he is on the review period of next days, any such incidence in future will get him fired from the job 3) As per supervisor ved , he had some family issues related to her mother that's why he had to leave early for the same however it is still not an excuse for any kind of human error during Service Delivery Period 4) On the date of your call to us , we didn't find any problem with your AVG antivirus, there was a problem in your browser and computer has some junk files that's why we recommended you for Computer Tune UpWe do not recommend any of our customers to remove any of the antiviruses from the computer 5) As per your email, we would to inform you if you have removed AVG please install any antivirus of your choice and scan from it, it is not advisable to keep a computer without an antivirus Please let us know if you agree we can arrange a call-back from Supervisor [redacted] himself, [redacted] will personally fix and tune your computer upWe would be more than happy to assist you Once again, we apologise for all the inconvenience you had, we assure you that we will improve our services for future and generate best possible customer experience Customer Services Call Techy Solutions LLC ***@calltechy.com Final Business Response / [redacted] (4000, 11, 2014/06/26) */ Dear Mr [redacted] , I'm contacting you as an follto your recent phone call with [redacted] We are really sorry about your experience and we would like to assure you that we will do our best to make this right I would like to offer you the free remote session with our top techniciansThey will check your computer for possible viruses and fix it for you This remote service is available Monday - Friday between 8AM - 4:00PM CET (Central European Time, GMT+1)Which is 1AM - 9AM of your time Instructions how to connect to the remote service: - Visit the AVG Remote Support Center at http://www.avg.com/special-remote-support - Fill in the short form - Click the Connect to an expert button - A remote support file will be downloaded - Run the downloaded file - Use the opened window to chat with the AVG technician Note: Support sessions are protected by end-to-end 256-bit SSL encryptionAll information about your computer and/or data is considered strictly confidential and will not be shared with other companies or third partiesYou will be able to observe all the actions taken on your computer during the whole sessionYou can choose to terminate the session at any timeIt is also possible to communicate with the AVG Technician via instant messaging during the sessionAfter each session is terminated, the offer does not extend to additional sessions Please let me know if this resolution works for you and feel free to reply here or directly to me at [redacted] @avg.com if you have any additional comments I will be sending you the copy of this Revdex.com update to your e-mail as well since it looks there is the typo With regards, [redacted] Quality Manager

Initial Business Response / [redacted] (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, Kindly find the response pasted below Thanks [redacted] ------------------------------------------- Hello [redacted] , Thank you for contacting AVG Customer Care Please accept our apologize for inconveniences you hadWe would like to inform you that we exchanged your current products for license for AVG Ultimate which is valid for months Please follow the steps below to redeem the code for your new AVG subscription: Visit wwwavg .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 emailUse 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

Hello [redacted] ,Thank you for your reply.Your orders have been refunded on Friday 6/9/2017, however it may take up 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] Escalation team

Initial Business Response / [redacted] (1000, 8, 2016/01/21) */ ***, Apologies for the delayed response to youI had started the internal review of your complaint but somehow missed responding to the Revdex.com complaint On January 11th I received feedback that a member of our AVG Go team ( [redacted] ) spoke with you regarding a refundI will follow up to see if this refund has been processed Regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/06/16) */ Dear Mr [redacted] , Thank you for reaching out to us with this problemI 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 way, so I would like to verify that you are going about removing AVG in the correct wayI 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 computerWithout 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

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ Contact Name and Title: [redacted] Escalations Contact Phone: +XXX XXX XXX XXX Contact Email: [redacted] @avg.com Dear Mr [redacted] We are very sorry to hear about the difficulties that you have experienced We would be happy to process a refund for you, if you wish and you can provide proof of purchaseHowever, we would prefer to help you to get your program up and working We have only calls on record from you, both of which are listed as requests for a reminder of your license key Here, as you requested, is a link to the instructions on how to download and install AVG Protection: https://support.avg.com/SupportArticleView?urlname=Download-and-install-AVG-Prot...⇄ Here is a short link to the same [redacted] Alternatively, you can download our installer yourselfAll our downloads are here: http://www.avg.com/download No login or password [redacted] required for any of the downloads We respect your wish not to have one of our technicians remote-control your PCHowever, they may be able to provide support and guidance without doing so You can contact them here: https://support.avg.com/support_contact_form If you just wish to continue with a refund, then we can do that for you you can either let us know via the Revdex.com, or you can request one here: https://support.avg.com/RefundForm If that is what you wish, then once we have processed your refund, we can delete your information from our systems but we cannot refund you after deletion of your records [redacted] Escalation Specialist Customer Care AVG Technologies CZ, s.r.oavg.com [redacted] 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) AVG says they only have two of my calls on recordI can prove fiveThey want me to give them proof of purchase to get a refundI understand this but this would only give them more information about meI would rather eat the costI want them to delete my information from their systems asap Final Business Response / [redacted] (4000, 9, 2015/06/08) */ Mr ***'s customer information deletion is now in progress [redacted] Escalation Specialist Customer Care AVG Technologies CZ, s.r.oavg.com [redacted] 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 Final Consumer Response / [redacted] (4200, 11, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept the resolution when my information is completely deleted"In progress" can be haltedAt least AVG is finally going in the right direction [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/06) */ Contact Name and Title: [redacted] , Escalations Contact Phone: +XXX XXX XXX XXX Contact Email: [redacted] @avg.com Dear Ms [redacted] We acknowledge receipt of your complaint. We apologise for the poor handling of your case. We... have now merged your 2 entries in our customer database into 1, under your newer email address. This means that we have now found the recent 2-year autorenewal. We are passing [redacted] case over to our senior Refunds team here at AVG HQ for priority handling. As the renewal was this month, there will be no problem processing it for you and you will hear from Refunds directly very shortly. [redacted] Escalation Specialist Customer Care AVG Technologies [redacted] XXX XX [redacted] 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 / [redacted] (2000, 7, 2015/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received email this morning stating they have processed the refund and I should receive in the next few days.

Initial Business Response / [redacted] (1000, 8, 2014/02/25) */ Dear Mr [redacted] - your refund of was processed on the 2nd of February as per your original requestShould you have any further questions please don't hesitate to contact us Kind Regards, AVG Customer Care Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is exactly what I expected from AVGThey said nothing about the additional fee of $0.68, as an international transaction fee, nor did they return itThe last time I talked to them they denied any knowledge of it but my bank says it went to themThey did nothing about the overdraft fee I incurred because of their fraudulent chargesI was hoping that AVG would actually do something with this formal complaint but they do not careI realize now that I will never get any of that money back from them or compensation for my 4-hours dealing with the issues arising from their mistake and I do not think that is fairI will just let everyone I know the bad business practices they useI hope other people read this and choose a different virus protection software that has better business standards Final Business Response / [redacted] (4000, 12, 2014/03/06) */ Dear Mr***, I'd like to confirm again that your subscription has been cancelled and that the full purchase price was returned to youThe $that you are referring to is actually a charge originating from your financial institution, if you would like that reimbursed they may be able to assist you The reason that AVG renews automatically is due to the necessity for anti-virus software to be running on one's computer non-stopThe auto-renewal protocol itself was instigated based on a value-add to the consumer; it provides for seamless renewal of anti-virus services so that a customer's machine is virus-free days a year, year after yearThe majority of our customers have embraced this service We are sorry that you felt so inconvenienced by your subscription to file a formal complaint against us and hope that this explanation has helped clear up any confusion Regards, AVG Customer Care Final Consumer Response / [redacted] (3000, 15, 2014/03/10) */ I again talked to my financial institution and they once again said the $was indeed because of AVGThe bank statement and transaction both list AVG as the party that received and billed me for that chargeIt was due to AVG having the money transferred internationally which causes a percentage to be charged by Visa, so this is caused by AVGThe main issue I have is that AVG had responded that I would not be billed and was no longer part of the auto-renewal programThen they still billed my accountThey refuse to take any responsibility for the mistake they madeThey also have not proposed any resolutionThey should notify customers that they could be charged for international transaction fees since AVG has decided to process the transactions overseas instead of the USI do not need to have any more responses from AVGI will use other virus protection because of their poor customer service and billing programI hope people will use different virus protection companies so they do not have to deal with the problems I have had with AVG

Initial Business Response / [redacted] (1000, 6, 2014/08/28) */ Dear Mr***, I am sorry to hear that you were unable to get support that you consider satisfactory We are willing to refund the money that you paid but need confirmation of the amount because it was purchased from Walmart Once you have a copy of the receipt from Walmart, please send it as well as your postal address to our refund team (they have already been in contact with you on this matter) so that we can issue a check to you in the amount Again, I'm sorry to hear that you had problems reaching our support and would love to see you back as a customer in the future Kind regards [redacted] AVG customer Care

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ Hello Revdex.com, We understand the customer's concerns and for the same we offered him a free remote session as we believe that we might need to uninstall all AVG products and any other security software before we install AVG with his new license Customer has refused our offer and uninstalled the productWe are still able to offer him a remote session and get the issue addressed Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, even if as AVG claims all of the confusion of "sales number" has to do with some residual S/W the instructions for installation tell the owner they need to go to www.avg.com/register and use the boxed license number (sales number as they call it) to get another numberThis is a way of getting the owner's information in AVG's system so they can annoy the owner with all kinds of promotional informationAVG's answer and desire to get onto my computer is simply a distraction from a sleazy installation methodologyThey want to change up something just for me while not admitting to a ridiculous process in the first place I have another laptop and installed the AVG software on itThe first thing that came up was an offer to "buy" the softwareI then managed to find in a large dropdown list something that said activateRemember, none of this is in the installation guideI then could enter the license number (sales number)AVG, like other products, needs to allow the purchaser to install the software, then ask for the boxed license number, and allow the user to go on their way This is all moot anywayAfter installing the software on this other laptop, which had [redacted] on it which would expire in days and that I removed, I noticed the AVG would expire on Jaunuary 2, Even though this is supposed to be a 2-year product, and it appeared to be activated, I guess it still has days laying around I now have a new [redacted] and will relegate the AVG box and CD to the closetIts only use will be to use it for rebates on competitive productsI refuse to be forced into registering a product and jumping through hoops with software that I paid for and have a license number forI am sending all of this information to Frys Electronics AVG needs to clean up their act! Final Business Response / [redacted] (4000, 10, 2015/12/08) */ Hello Revdex.com, We understand the customers frustration, we have offered a remote session to try and resolve the problemHowever, the customer has refused this solutionWe will pass [redacted] the feedback internally Thank you Final Consumer Response / [redacted] (4200, 12, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) If those responding to this complaint are unable to provide a license number that lasts more than dollars for a paid for boxed product then they are unable to do anything about AVG's systemSaying information is to be passed [redacted] might mean someone at AVG nudges another at an adjacent desk and says "this guy wants a real license"

Initial Business Response / [redacted] (1000, 7, 2015/02/10) */ Customer will need to send a request with all information to our refund department at [redacted] @avg.com Initial Consumer Rebuttal / [redacted] (2000, 21, 2015/03/03) */ 3-2- Sent via email: To whom It May concern, Be advised, subject case has been resolvedTherefore, there's no need for Revdex.com to continue with the complaint R/ [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/06/11) */ Dear Ms [redacted] , I am sorry to hear that you had problems with installing your recently purchased copy of AVG Internet Security I have gone through all of our records and have been unable to establish an official refund request via our web formBecause of this our refund team never received any information that you are looking for a refund Customer surveys are a good way of voicing your opinion to help us improve our processes, but due to the volume of surveys received it is not usually the best way of escalating an issue that you are currently facing I have notified our refund team of your situation and they are currently in the process of refunding you in the amount of $ We are sorry to see you go, but appreciate that you did try our product and would gladly welcome you back as a customer in the future Kind regards, AVG Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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, 2015/12/08) */ 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 ***, 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 / [redacted] (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 / [redacted] (4000, 9, 2015/12/15) */ Hello Revdex.com, We understand that the reseller might just be delivering our product to our customersWe are happy to look into a refund for the customerHowever we need a proof of purchase Thanks

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Thank you so much for your assistance I feel certain that AVG would not have given me a refund without your support I deeply appreciate the work you do to encourage ethical business practices.Sincerely, *** ***

I paid AVG over for one year of Internet protectionAfter months, I was sent an email stating that I had to “confirm” continuation of coverageTheir confirmation process failedI then started to receive messages that the protection no longer workedTech “support" said they would fix it for moreAVG is a rip offDon’t do business with them

Initial Business Response /* (1000, 6, 2015/12/11) */
Hello Revdex.com,
We have received your complaint and escalated the issue to our tiersupport
Thank you for your patience and let us know if you have any other queries
Initial Consumer Rebuttal /* (2000, 8, 2015/12/14) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
The company has removed their product from my computer, so the problem has been resolvedThank you for your help!

Initial Business Response /* (1000, 5, 2016/01/14) */
***,
Can you please provide some supporting documentation as to who you purchased this support contract from? I do not see any information in our systems reflecting this purchaseCan you also please provide the support number you
are calling?
Thank you,
***
*** ***
Senior SMB Support Escalation Specialist
Initial Consumer Rebuttal /* (3000, 8, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
pd.mastercard 9/10/AMZ*mycharge.iyogiamzn.com/pmtsWA $
Ph# called XXX-XXX-XXXX
I am continually getting mess.to buy AVG "you're
not covered etc.*** *** was also included and
she is having the same problems.I'm very disappointed as I thought AVG was a reputable
co
Final Business Response /* (4000, 12, 2016/01/22) */
***,
I have confirmed with our AVG Go team that we do not offer/sell a 5-year service or have any plan at over $like you mentionedYou have purchased this support contract from another partyThere are lots of "scam" companies pretending to be AVG and we work hard to get them closed down through our legal team as much as possibleUnfortunately as soon as we close one, another appears
The only recommendation I can make at this point is to request a charge back from your credit card provider
Regards,
***