AVG Technologies

Initial Business Response /* (1000, 12, 2015/12/30) */
Hello Revdex.com,
This is the response from AVG
Thanks
Hello ***,
Thank you for contacting AVGPlease accept our apologies for not replying sooner
According to our records, the AVG Internet Security license you are using is
***-***Since you did not specify which licenses should be refunded, we did not refund this license due to the fact it is being usedIf you would like to get a refund for this license, RefNoXXX-XXXXXXX, kindly confirm this by replying to this email
According to our refund policy, we offer a 30-day, no-questions-asked, money back guarantee from the date of purchase of any AVG software
Even though your request was received after this period, 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 not only the order that is within the timeframe (RefNoXXX-XXXXXXX), but also of your orders from that are not (RefNoXXX-XXXXXXX and XX-XXXXXXX)
Please be informed that the refund of your orders 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 statement
We regret to inform you that we are unable to process a refund for the orders from 2014, namely RefNoXX-XXXXXXX and XX-XXXXXXX
Thank you for your understanding
Best regards,
***
AVG Customer Care
Inline image URL : http://www.avg.com/stc/salesforce/signature/AVG_be_yourself.png
AVG Customer Care AVG Community
Initial Consumer Rebuttal /* (3000, 15, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My reply to email from AVG dated 1/5/(10:14am):
"I have done research and have found the duplicate for Order #*** (dated November 7, on AVG's Order History) which was invoiced with date 7/12/and charged on my Meijer's account on July 8, And, after receiving a call from Security at Meijer's, the charge was subsequently credited on July 14, So that took care of that duplication
However, I have been unable to find where the other Order #XXX-XXXXXXX, dated October 30, on AVG's Order History, had been chargedThis same order # was duplicated as a debit to my checking acct., via PayPal on November 30, There is a month discrepancy from the date on AVG's Order History of October 30, and when the debit actually appeared on my checking acct(via PayPal) on November 30, This is what leads me to believe there is a duplication on this Order #XXX-XXXXXXX, alsoAt this point, I am exhaustedAnd, if AVG is unable to reconcile this discrepancy, I will be forced to forfeit this payment, as well
I have received AVG's CREDIT NOTE, for Order #XXX-XXXXXXX in the amount of $54.99, Invoice date December 30, But, the "Note" fails to inform me where the refund is being appliedI need to track the credit card where this is being refunded...please advise (include the last four digits of credit card)
Lastly, I have NOT received a CREDIT NOTE for Order #XX-XXXXXXX, dated March 12, on AVG's Order HistoryThe refund should be applied to charge card ending "0579" in the amount of $AVG has referenced an agreement to refund Order #XX-XXXXXXX on email dated December 30, (9:53am)
Thank you for the refund to my PayPal account (originally debited to my Bank of the West checking account) for both referenced Order #XXX-XXXXXXX and Order #XXX-XXXXXXX
When I am satisfied that refunds for both Order #XXX-XXXXXXX AND Order #XX-XXXXXXX have been processed to respective credit card(s), I will request that my complaint with Revdex.com be closed
Respectfully, *** ***
Final Consumer Response /* (2000, 19, 2016/01/14) */
On this date January 14, 2016, the $((RefNoXX-XXXXXXX), has been refunded to my PayPal account by AVGPlease close this complaint as soon as it is convenient
I have only kudos for how Revdex.com has "hung" in there with meMay God continue to bless your efforts on behalf of all of us who have such a "small" voiceThank you

Hello ***,
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 DepartmentWe have reviewed your comments and we apologize for inconvenience causedThe situation with the refund
was caused by an issue in our systems. We would like to inform you that the refund of your order is in progressWe would like to assure you, that we will do our best to resolve your request as soon as possible.Thank you for your time and understanding
Best regards,*** ***AVG Escalation team

Initial Business Response /* (1000, 5, 2014/09/09) */
I have tried to call the customer with no success so have reached out by emailThe practices described of the AVG associate are not in line with what we offer as a business (the mentioned sales offers do not exist and we do not provide
support for competitor products), so the customer may not have dealt with an official support channelWe will agree with the customer to remotely remove AVG from his computer
Regards
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2014/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company response is typical; yet satisfactory; as long as a representative, not a salesman calls my call phone at XXX-XXX-XXXX//XXX-XXX-XXXX anytime, or emails ***@yahoo.com in a timely mannerThus far, no communication of any kind with said company was received
Thanks,
*** ***

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 ***,
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 ***
Last name ***
Salutation
Title
Phone ***
Fax ***
E-mail ***@softpack.com
Street *** ***
District
City ***
State/province ***
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,
*** 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 customersWe are happy to look into a refund for the customerHowever we need a proof of purchase
Thanks

Initial Business Response /* (1000, 5, 2015/07/23) */
Contact Name and Title: *** *** Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: ***@avg.com
Dear Mr ***
We acknowledge receipt of your complaint
We are sorry to hear that you were dissatisfied with our
technical support
We have processed your refund and I believe that you have already been informed of this by my colleague *** ***
We hope that this satisfies and resolves your complaint
***
Escalation Specialist
Customer Care
***, Czech Republic
T: +XXX XXX XXX XXX
E: ***@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 /* (2000, 7, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
company gave me a fair settlement

Hello ***,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 DepartmentWe have reviewed your comments and we would like to inform you, that we have not found any related case, which
had been solved by our agents. If you have any issue with our product, please let us knowWe would like to assure you that we will do our best to resolve your request as soon as possible.Thank you for your cooperation.Best regards,*** ***AVG Escalation team

Hello ***,
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 DepartmentWe have reviewed your comments and we apologize on for inconvenience cause. We are happy to inform you
that your orders have been already refundedHowever it may take up to 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
Please do not hesitate to contact us againThank you for your cooperation
Best regards,*** ***AVG Escalation team

Initial Business Response /* (1000, 5, 2015/03/10) */
Contact Name and Title: *** *** Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: ***@avg.com
Dear Ms ***
We acknowledge receipt of your complaint
We are sorry to hear that you were unsatisfied with
your AVG productWe have refunded it as of yesterday (March 9th)The money will go back to the payment method that you usedThe funds may take to days to get back to you
*** ***
Escalation Specialist
Customer Care
AVG Technologies CZ, s.r.oavg.com
*** 2/4, XXX XX *** *** Republic
T: +XXX XXX XXX XXX
E: ***@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 Business Response /* (1000, 5, 2014/06/18) */
Dear Mr***,
I am sorry to hear that you are not satisfied with your AVG AntiVirus product
I would like to make it clear that AVG definitely do not deliberately adversely affect the performance of our customers' computers and
we are concerned that this has happened in your caseSome known factors that can have a potential impact on PC performance are the specification of the PC or the presence conflicting software (such as alternative antivirus software)
I have also arranged for you to be refunded in the amount of $39.99, which may take a week or two to appear on your account
If you have not already managed to uninstall AVG from your PC I would recommend following the instructions in the following article:
***
If you have any problems following these instructions then we can arrange for a senior technician to log in to your PC remotely and ensure that AVG is properly removed
We are sorry to see you go and would be glad to see you back if you change your mind in the future
Kind regards,
AVG customer Care
Initial Consumer Rebuttal /* (2000, 7, 2014/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still give AVG a bad rating, they did delibertly slow my computer down on several occations by adding programs without my knowledgeEvery time they did an "update", my comupter would slow down to a crawlWhen I called them and had them delete, (they had the program fixed so you cold not delete on your own), the added program, my computer would speed upIt was a deliberate move to sway me to by their program that speeds up my computerI have solid proofI switched to Norton and I have no problems and my computer is running better than it has for a while

Initial Business Response /* (1000, 5, 2015/08/25) */
Contact Name and Title: *** *** Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: ***@avg.com
We acknowledge receipt of Mr ***'s complaintWe have found his records, although he used a different email address to
contact us previously (***@verizon.net)
We are investigating and will respond as soon as possible

Initial Business Response /* (1000, 5, 2014/03/11) */
Dear Ms***,
Your subscription has been cancelled and your money refunded as per your requestYou will not need to worry about being charged againUnfortunately we cannot completely remove your information from our database due
to tax laws, however any identifying data will be removed in months as is standard for our data retention policy
Thank you for your understandin and have a pleasant day
Kind Regards,
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2014/03/24) */
First let me say thank you for getting my $back and applied to my account at the bank, but according to my bank TD Bank in Valley Stream, New York AVG is responsible for giving me back all the withdrawn fees they caused by making my account overdrawn which is $My back TD Bank said I had to file a claim with AVG about that money, I did and I have copied their replied back
I would like to continue with my complaint, I want them to credited me back the overdrawn money of $105.00, if I do not paid this I will have to close my accountI live paycheck to paycheck and cannot afford this
Thank you very much for your help in this matter
Sincerely,
*** ***
Home # XXX-XXX-XXXX
Email address: ***@verizon.net
Final Business Response /* (4000, 9, 2014/04/04) */
We have reached out to the customer offline to offer a product license as a measure of good will
Unfortunately the customer was subscribed to continuing protection, which she was notified of prior to the payment being takenDue to this we cannot accept responsibility for the fees imposed by the customer's bank

Initial Business Response /* (1000, 5, 2015/02/24) */
Contact Name and Title: *** *** Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: ***@avg.com
Dear Ms ***
AVG Technologies acknowledges receipt of your case
You could simply have requested a refund on
our website, here:
https://support.avg.com/support_sales
However, you are within our 30-day no-questions-asked period and I have passed *** request over to our refunds teamIt should be processed within hours and you will hear directly from them when it is done
Initial Consumer Rebuttal /* (3000, 7, 2015/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AVG needs to undetstand I did not have access to a computerThey had no right to auto renew something that I have not subscribed to for 'years'When speaking to AVG customer service they told me this same refund processHowever refused to help any other wayThey were saying to me if you can't go get on a computer to ask for a refund we'll just keep taking your money and there is nothing you can do.Well no you won't
Final Consumer Response /* (4200, 11, 2015/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is possible that this company removed money from my account beforeIt is not something I rememberStating that any device can be use is not accurateI have an android phone, which is what I am currently using for this purposeThe AVG web site is not compatible with android phones to request a refundCorrections are likely neededI did receive a refund for this years deductionSince they confess to me they also took money a year ago as wellI want a refund for that as well
Final Business Response /* (4000, 13, 2015/03/05) */
We have already refunded Ms ***'s auto-renewal
The previous renewal was now over a year agoMs *** had abundant time to contact us and request a refund of that product in We are sorry, but it is now too late to request a refund for a product that itself has been replaced
*** ***
Escalation Specialist
Customer Care
AVG Technologies CZ, s.r.oavg.com
*** 2/4, XXX XX Brno, *** Republic
T: +XXX XXX XXX XXX
E: ***@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 Business Response /* (1000, 5, 2014/07/29) */
Dear Mr***,
Thank you for bringing this to our attention
I am sorry to hear that you have been waiting so long to get your rebate for your AVG Internet Security purchase and understand your frustration with the process,
specially after being told to fill in the form on the web, which is only necessary for refunds, not rebates
Upon investigation it seems that the UPC code for prrof of purchase never made it to our team who issue rebatesThis could be due to a number of reasons, but most likely the code was lost in the post
Even though the code has not reached us, I understand your situation and have arranged for our team to write a check to you in the rebate amountPlease allow sufficient time for the check to reach you via post
Again, I am sorry to hear of your situation but am confident you will not regret your decision to purchase AVG internet Sucurity
Kind regards,
AVG Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2014/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello, Thank you for your reply.We have reviewed record of the call and the agent did not mentioned anything regarding compatibility on Windows machine. As we mentioned earlier, AVG Go is a paid premium service, that is the reason why the agent offered you our service for USDOur free support is available at support.avg.comWe would like to provide you with any AVG product for free as our apology for inconvenience, but we are not able to compensate any other costs. Thank you for your time and understanding. Best regards, *** ***AVG Escalation team

Initial Business Response /* (1000, 5, 2015/01/28) */
Contact Name and Title: [redacted] Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: [redacted]@avg.com
AVG acknowledges receipt of the refund request from Mr or Ms [redacted].
We would also like to note that Mr/Ms [redacted]...

already contacted us to request a refund on 1/27/2015 at 2:59 PM (AVG case # XXXXXXXX) and again the same day.
We store and track people in our customer database by email address. We have no record of a [redacted]@yahoo.com. We also have no customers called "[redacted]" or "[redacted]", no customers called [redacted] in [redacted], and no customers at all in [redacted] Road. We have many customers with the surname "[redacted]" and a much smaller number with the first name "[redacted]" but none with both.
Unless Mr or Ms [redacted] is able to provide us with some additional evidence of this transaction, we are afraid that we are unable to proceed.
Such evidence would include their billing address, any alternative email addresses, their order number, or a copy of the relevant parts of their bank or credit-card statement.

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
Initial Consumer Rebuttal /* (2000, 7, 2015/01/28) */
1-28-15
Sent via email:
Please update your records as this company has adequately rectified my complaint. Everything is good now.
Thank you,
[redacted]

Initial Business Response /* (1000, 7, 2015/06/22) */
Contact Name and Title: [redacted] Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: [redacted]@avg.com
Our apologies for the slow response. Our refunds department has been communicating with Mr [redacted] directly, but we have...

indeed been handling his case.
Below I attach a copy of the most recent correspondence.

[redacted]
Escalation Specialist
Customer Care

[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.
Original Message
From: [redacted]@help.avg.com [redacted]@help.avg.com
Sent: 6/8/XXXX X:XX AM
To: [redacted]@avg.com
Subject: AVG refund request - Case #XXXXXXXX [redacted]
Hello [redacted],
Thank you for contacting AVG.
We would like to inform you that the refund of your order (Ref. No. XX-XXXXXXX) is in progress.
We have processed your refund in our database, however it may take up 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.
Please also note that the compensation licence was cancelled.
Best regards,
[redacted]
AVG Customer Care
AVG Customer Care AVG Community
Original Message
From: [redacted]@avg.com [redacted]@avg.com
Sent: 4/29/XXXX X:XX AM
To: [redacted]@yahoo.com
Subject: AVG refund request - Case #XXXXXXXX [redacted]
Hello [redacted],
Thank you for your answer.
Please be informed that your new license for AVG PC TuneUp (1 computer) was generated and is valid till October 31, 2016. Below you can see your active license number:
[redacted]

About free remote support please find information below:
Please read the How does AVG Remote Support work article for more detailed information.
The service is available 24/7.
To take advantage of this service, simply request the remote connection at your convenience by following these steps:
Visit the AVG Remote Support website.
Fill in the short form. Your Case number is available in the subject of this e-mail.
Click Connect to an expert. A remote support file will be downloaded.
Run the downloaded file.
Use the opened window to chat with the AVG technician.
Best regards,
[redacted]
AVG Customer Care
AVG Customer Care AVG Community
Initial Consumer Rebuttal /* (2000, 9, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
thank you very much for your help , it was a few days after I called yous they refunded my money ,,
you are wonderful people to work with , again I thank you .. [redacted] a. [redacted].

Hello [redacted],
Thank you for contacting AVG. Please accept our apologies for any inconvenience you have experienced.
We would like to inform you that your Revdex.com complaint is now being handled by Escalation Department.
At first we would like to inform you, that we did not find any subscription related...

to your account - [redacted].
As you have purchased your AVG software through one of our resellers, please provide us with following information: - Your full name and post address- Full name and address of reseller- Receipt from purchase (please scan or photo the receipt and attach to email)
Please be informed, without requested details we are not able to process refund. 
Best regards,
[redacted]AVG Escalation team

Initial Business Response /* (1000, 7, 2014/09/11) */
Dear Mr. [redacted],
Thank you for reaching out to us regarding this issue. I am sorry to hear that the warnings are causing you grief, but there is in fact a logical reason for the same.
You mentioned that you used to have AVG...

installed and now have full protection from a different provider. The reason you are getting popups is nothing to do with your IP address but because the AVG program still remains on your PC. Anti-Virus and Security programs are complex and sit deep in your registery files. When you have more than one installed at the same time conflicts can occur which actually prevent the security from working properly. You need to remove AVG from your computer in order for the other anti-virus to work and the same applies the other way round.
You can find details of how to remove AVG from your machine at the following link:
[redacted]
Again, I am sorry to hear that you did not fully understand the meaning of the warnings but hope you will soon enjoy the peace of mind of full protection.
Kind regards
AVG Customer Care
Initial Consumer Rebuttal /* (2000, 11, 2014/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the idea that I still have AVG in my computer because I made sure it was completely uninstalled about four years ago and did not have any problems until about a month ago. They have now mysteriously stopped as they began since I wrote to Revdex.com and Revdex.com contacted AVG. I double checked my computer just now and I could not find any trace of AVG. It seems to me they have taken some action to stop the attacks and we can move on. I want to thank them for taking action. I am hoping that they will not go to this marketing technique and disrupt my work once more. So Let us consider this resolved. Thank you Revdex.com.

Initial Business Response /* (1000, 7, 2014/11/10) */
Dear Mr. [redacted],
I am sorry to hear that you have been having difficulties retrieving the money that you spent on your copy of AVG Anti-Virus.
I have looked into the issue thoroughly and it seems you purchased from TRIALPAY. We have...

submitted a request to them to return the amount of the product to you.
Kind regards
AVG Customer Care

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 apologize for this problem. We attempted to refund your payment when you asked, but Paypal put...

the transaction on hold. My colleague, the head of AVG's Refunds team, tells me that this issue has now been resolved and your refund has now been processed.
Our apologies for the delay.

[redacted]
Escalation Specialist
Customer Care

AVG Technologies CZ, s.r.o. avg.com
Holandská 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.
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.)