AVG Technologies

Initial Business Response /* (1000, 5, 2016/01/07) */
Hi [redacted],
I have reviewed your feedback and I agree that there are some concerning aspects to your interaction with whomever you were speaking to. From what you have described, this was not an interaction with AVG Support. Please find a...

link to our support team for your future use :https://support.avg.com/choose_support?l=en_US From this page you will be able to select the product specific support you require.
Thank you and let me know if you have any questions.
Regards,
[redacted]
[redacted]
Senior SMB Support Escalation Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No because after I had the issue I corresponded with someone on the chat module and they gave me a new phone number and website that I could contact when I needed help and I got a hold of the same person.
Final Business Response /* (4000, 9, 2016/01/21) */
Hi [redacted],
Can you please provide me the phone number, website and name of the agent you spoke with?
Thank you,
[redacted].

Initial Business Response /* (1000, 5, 2014/06/16) */
Dear Ms. [redacted],
I'm really sorry to hear about your experience. I'd like to assure you that I'm here for you and that I'll do my best to resolve this unpleasant situation as soon as possible.
I have checked our records and...

found only order XX-XXXXXXX from December 2013. This order was already refunded and we do not have any other orders nor payments registered under your account.
Therefore I would like to ask you for more details about recent charges so I can check our records and send them for a refund. I'm looking for order ID's or copies payment from the bank account statement.
You've mentioned that the licenses were purchased for the company. Do you have any list of all orders or licenses associated with your company so I can make sure that none of the licenses will be automatically renewed in the future? Or have you purchased separate licenses for employees within your company - employee name or e-mail was used for the purchase?
We have made few changes in phone numbers therefore the number you have used was disconnected. Fresh phone numbers as well as other support options are available http://www.avg.com/solutions-purchase.
I know how frustrating this process must be for you however I really need these information to find and refund the orders you haven't been expecting.
With warm regards,
[redacted]
AVG Quality Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have still not been provided with any contact information and when I do call the numbers that are provided on AVG websites as well as doing a search I'm transferred to a automated system. The previous number that I used the last time this happened are no longer in service. I have a copy of our credit card statement that I would love to show the company the 3 new charges from AVG on our business account for 46.74, 33.99, & 39.99. The last time this happened it took months to resolve this issue for one charge. These charges all happened in May and we are already 2 weeks into this process and I have still not been able to make contact with AVG with a live person. My email is [redacted]@kbselectric.com and our number is XXX-XXX-XXXX. I need more of a resolution then a sorry you can't reach us keep trying by using a website that is not user friendly and customer service that is under staffed, under trained and not customer friendly. I would not have resorted to the Revdex.com if I was able to resolve this with AVG customer service staff or even contact them in the first place.
Final Business Response /* (4000, 14, 2014/06/30) */
Hi [redacted],
I would like to inform you that we have found all orders made in last 7 months and cancelled automatic renewals for them. Therefore there are no licenses waiting for the renewal we know about. Unfortunately as I've mentioned earlier - we are not able to check orders older than 7 months based on the credit card number.
Do you have any updates from your bank? Are they able to block or cancel future automatic renewals from your company credit card? If not or in case that it will happen in the future then feel free to contact me directly or follow the AVG's refund policy to submit the refund for unwanted automatic renewal. However I hope that we have successfully found and cancelled all upcoming automatic renewals.
I'm also sending copy of this update to your e-mail.
Thank you for your time and kind cooperation.
[redacted]
Quality Manager
Final Consumer Response /* (2000, 16, 2014/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: Will just have to part ways on what happened to my computer. I am using Avast now with customer support and all is fine. No doubt after trying to remove AVG, my call to AVG customer support I was able to use Avast to fix my computer. It took them 8 hours plus to fix things after I installed and tried to remove AVG. I appreciate AVG's offer but please close the case at this time.Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/12/30) */
Hello [redacted],
Thank you for contacting AVG. Please accept our apologies for not replying sooner.
Please be informed that under your email address there are two licenses of AVG Ultimate multidevice registered.
We would like to inform...

you that the refund of one of the licenses (Ref. No. XXX-XXXXXXX, USD 89.99) 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.
Since you have accepted a 6-month compensation (case XXXXXXXX) for the second license, Ref. No. XXX-XXXXXXX, we need your confirmation in order to process the refund.
Please confirm your request by replying to this email. We will then proceed and refund your purchase. The refund will be returned to the payment method used to make your purchase within 5 to 10 business days.
Thank you for your cooperation. We look forward to resolving this matter for you without further delay.
Best regards,
[redacted]
AVG Customer Care
Inline image URL : http://www.avg.com/stc/salesforce/signature/AVG_be_yourself.png
AVG Customer Care AVG Community

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 progress. We have processed your...

refund in our database, however it may take 2-3 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 Escalation team

Initial Business Response /* (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 [redacted]'s complaint.
We are very sorry about this delay. There was a problem with our...

internal systems and the refund had not been processed. However this has now been done and the money should be back in her account within 10 days. This 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.o. avg.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 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, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did finally get me my money back. If not fir here I would never have even gotten a reason. I think that is bad business. I sm great full fir my money back but I would never do business with this group again. Nor will I ever tell anyone else.

Initial Business Response /* (1000, 7, 2015/05/07) */
Contact Name and Title: [redacted], Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: [redacted]@avg.com
My colleague [redacted] has already asked Ms [redacted], on 4/23/2015, for some form of proof of purchase, as we have...

only got a record of one (1) payment from Ms [redacted]:
US $ 39.99
Transaction ID: XX-XXXXXXX
Transaction date: [redacted] (GMT)
As far as we can see this is all she has paid us this year and we have already refunded it.
If Ms [redacted] can demonstrate that the additional amount that she is claiming is in addition to the above payment and provide us with the information to enable us to trace it, we will be happy to refund the money.

[redacted]
Escalation Specialist
Customer Care

AVG [redacted] 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 Business Response /* (1000, 5, 2014/05/02) */
Dear Mr. [redacted],
Thank you for contacting AVG. We are sorry to hear that your experience in working with our technicians in order to find a suitable resolution to your problem was so difficult. Nevertheless, I can assure you that your...

request for a refund was acknowledged and processed on 04.08.2014. There is usually around a two week delay before the money will appear on your account because our merchant bank is located in Europe.
Kind regards,
AVG customer Care
Initial Consumer Rebuttal /* (2000, 7, 2014/05/05) */
Dear [redacted]
Thank you for your follow-up to my complaint. Yes it has been resolved to my satisfaction and a full refund was received.
Thank you for your assistance in this matter.
Tim Rippstein

Initial Business Response /* (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 directly. They are handled by Parago, and Mr ** 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 case. We 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, 2014
Customer Record Promotion Info Rebate Info Customer Info Scanned Rebate
Tracking ID: XXXXXXXXX
Phone Number: (XXX) XXXXXXX
Company Name:
Last Name: **
Zip Code: XXXXX
Email: [redacted]@yahoo.com
Promotion Information
Campaign Code: XX-XXXXX
Campaign Name: $45 Visa Prepaid Card with Purchase of AVG AntiVirus Plus PC TuneUp XXXX X Users 2 Years at Fry's Electronics or Frys.com
Submission Type: MAIL-IN
Product: AVG AntiVirus + PC TuneUp 2014, 3 user
Original UPC: true
License Number:
Purchase Date: 09-07-2014
Postmark Date: 09-07-2014
Data Entry Date: 09-18-2014
Rebate Information
Reward Chosen: $45.00 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: **
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) 2014 All rights reserved.
This Site Powered by Parago
Initial Consumer Rebuttal /* (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 advertised. In addition, I didn't see any sentence that mentions about the Parago handling the rebate in their rebate form. Anyway, I am going to open another case against the Parago.
Thanks,
[redacted]
Final Business Response /* (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 ** has received his rebate voucher. Our apologies for the delay in handling this. Please let us know if it has not been received and we will investigate further.
Final Consumer Response /* (2000, 16, 2014/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the check and accepted their proposal. I want to thank the Revdex.com taking a quick action to resolve the issue. Without you,I don't think I have achieved my goal.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/03/09) */
Contact Name and Title: [redacted] Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: [redacted]@avg.com
Dear Mr [redacted]
We acknowledge receipt of your complaint.
Our apologies for the delay in handling your case....

This was due to us having to investigate when your refunds were processed.
Both of your orders were refunded on March 3rd this year. Your sole remaining product is now a copy of Internet Security, purchased 2014.6.5, which will expire 2015.6.5.
We hope that this concludes matters to your satisfaction.
Thank you for using AVG products.

[redacted]
Escalation Specialist
Customer Care

AVG Technologies CZ, s.r.o. avg.com
[redacted] 2/4, 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 /* (3000, 12, 2015/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Saying they were "investigating" my refund is nonsense. I spoke with 2 employees who had different accounts of what was happening with my refund. I'm satisfied that I got the refund I was owed but 100% dissatisfied with the way in which I received it. Multiple inquiries, having employees pass the buck onto my Bank, lie right to me,, and in the end trying to sell me more products.
Final Business Response /* (4000, 14, 2015/03/13) */
AVG has over 200 million active users, sir. My 3 or 4 colleagues in the Refunds Team here at AVG HQ in Brno process approximately 700 refunds a day, every day, Mr [redacted]. They are the busiest team in the Customer Care department and work extremely hard.
Thus, it takes some time to go through the records and find out the status of a particular case. We are too busy to respond in hours; a turn-around time of in the region of three days is typical.

[redacted]
Escalation Specialist
Customer Care

AVG Technologies CZ, s.r.o. avg.com
[redacted] 2/4, 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.
Final Consumer Response /* (2000, 16, 2015/03/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. Proven,
First, I do not appreciate the snide tone of your message. Second, the length of time was never my complaint (which took closer to e weeks than 3 days) it was the fact that your staff lied. Also, 3-4 employees seems inadequate which tells me the priority AVG puts on refunds. Finally, after contacting AVG more than 3 times your personnel tried to sell me more product. I can see that an apology for your company's business practices is out of the question. As I stated before I'll no longer be buying anything from AVG and I will definitely not be recommending your products. Not because of quality but the Customer Service, which is anything but.

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],
Thank you for reaching out to AVG and thank you for sharing your experience with us.
We would like to inform you that your Revdex.com complaint is now being handled by Escalation Department.We are happy to inform you that your order has been already refunded. However it may take up to 2...

weeks 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 do not hesitate to contact us again. Thank you for your cooperation.
Best regards,
[redacted]
AVG Escalation team

Initial Business Response /* (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 form. Because 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 $72.24.
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 /* (2000, 7, 2014/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/04/02) */
Dear Mr. [redacted],
I am truly sorry to hear of the problems you have encountered as a result of being automatically billed for continuing protection of AVG Internet Security.
Although it clearly did not suit you due to your...

computer being discontinued, I would like you to understand why we have the continuing protection subscription. We are primarily in the business of protecting devices, data and people and commit to our customers to do our utmost to ensure execution of this. The continuing protection service prevents the risk of loss of protection when the existing license expires. Because of this, most customers do appreciate the service.
By default US customers are subscribed to the continuing protection service, but can cancel anytime by logging into their AVG MyAccount or contacting our support representatives. We also send email reminders about the service prior to renewal to give customers who no longer wish to continue using their AVG products a fair chance to cancel. In your case, the information was sent to you on June 17th 2014 from [redacted]@avg.com.
I am sorry to hear that you were not sufficiently helped when you called to try to cancel the continuing protection. My guess is that the order was already prepared and the cancellation could no longer take place. Our support representative most likely missed this key information and ultimately cancelled the continuing protection for next year. This is not right and you should have been properly informed about the situation to prepare accordingly.
I have taken the time to reverse the order of $54.99 that was paid in July last year, so please look out for this refund to appear on your bank account over the next week or two.
I understand that you are also frustrated at the charge of an overdraft fee and apologize for its occurrence. The overdraft fee is charged by the bank for lending you funds that you were not necessarily permitted to take, so this money is actually held by your bank. Because of this, I cannot process a refund for the $25 overdraft charge.
I would, however, like you to know that we do understand your situation and really do care about all of our customers. Because of this, I would like to offer you a free copy of AVG Internet Security for 1 computer valid for 12 months. The retail value of the product is $54.99. You mentioned that your son required internet protection, so maybe you could use this as an alternative.
Please contact me at [redacted]@avg.com in order to obtain the license details.
Again, I apologize that you experienced difficulties and greatly appreciate your loyalty and help by bringing these issues to our attention.
Sincerely,
[redacted]
AVG Customer Care
Initial Consumer Rebuttal /* (2000, 8, 2015/04/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response, but I am not happy with it. Mr. [redacted] is assuming that he knows what is best for me. He in no way could possibly know what is best for me! What is obviously better for the company to get money from people, unknowingly, is not better for consumers. How many people have trouble remembering things or do not keep good records? They would more than likely be out of luck trying to get their refunds.
For three years my subscription was not automatically renewed. It would have been great if they had sent me a separate letter giving me the choice to use that feature or not, at the time the new policy was going to be in effect. He also assumes that everyone has plenty of money and they will not care if you change the way their service is billed. This was not an accurate assumption on their part.
Even though I did not have a computer, I had my budget already printed on a hard copy, and I used that budget, to figure out how much money I need for any given month. If they had let me know as soon as they decided to change it, it would have already been in my budget, and this would never have happened.
AVG was totally in error, confusing consumers by saying that auto renewal was OPTIONAL, and in another place saying that it came with the purchase of their service and also saying that YOU CAN GET A COMPLETE REFUND WITHIN 30 DAYS, NO QUESTIONS ASKED. That is quite a joke! They took my money out of my PayPal account eleven days before the renewal date, denied me of my refund and telling me that they could not cancel my service once it was paid. BUT IT WAS NOT PAID BY ME. IT WAS TAKEN FROM ME! Then they cancelled that service, leaving me know way of using their website for support. And both phone numbers to contact them were changed, with me as a consumer, not knowing what to do. In reality, I should get the total $79.99 that I lost returned to me and one year of free service on top of that. If they were really thinking of me and not of themselves, I would not even need to ask them to do that.
By the way, they should have also let me know when the old phone numbers were changed. That would have been recorded by me also, before I even needed to use the phone to contact them.
To me, as a consumer, IT APPEARS AS THOUGH THEY DID EVERYTHING IN THEIR POWER TO KEEP ME FROM USING THE SERVICE THAT THEY ALREADY HAD MY MONEY FOR, AND NOT EVEN GIVING ME A WAY TO USE THAT SERVICE WHEN I GOT ANOTHER COMPUTER? And now, it will still take one or two weeks to get my partial refund, from their July 18, 2014 payment they took from my PayPal account? They have had my money to use for over eight months.

Initial Business Response /* (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 product. We are still able to offer him a remote session and get the issue addressed.
Thank you
Initial Consumer Rebuttal /* (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 number. This is a way of getting the owner's information in AVG's system so they can annoy the owner with all kinds of promotional information. AVG's answer and desire to get onto my computer is simply a distraction from a sleazy installation methodology. They 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 it. The first thing that came up was an offer to "buy" the software. I then managed to find in a large dropdown list something that said activate. Remember, none of this is in the installation guide. I 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 anyway. After installing the software on this other laptop, which had [redacted] on it which would expire in 54 days and that I removed, I noticed the AVG would expire on Jaunuary 2, 2016. Even though this is supposed to be a 2-year product, and it appeared to be activated, I guess it still has 30 days laying around.
I now have a new [redacted] and will relegate the AVG box and CD to the closet. Its only use will be to use it for rebates on competitive products. I refuse to be forced into registering a product and jumping through hoops with software that I paid for and have a license number for. I am sending all of this information to Frys Electronics.
AVG needs to clean up their act!
Final Business Response /* (4000, 10, 2015/12/08) */
Hello Revdex.com,
We understand the customers frustration, we have offered a remote session to try and resolve the problem. However, the customer has refused this solution. We will pass [redacted] the feedback internally.
Thank you
Final Consumer Response /* (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 30 dollars for a paid for boxed product then they are unable to do anything about AVG's system. Saying 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 /* (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]
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, 2014/09/09) */
Dear Ms. [redacted],
I'm sorry to hear of your frustration of the auto renewal feature and appologize if this has caused you any inconvenience. We do try to keep our customers well informed so there are no unpleasant surprises, which is why...

we sent you clear notification to your email on July 14th.
Checking our system it seems you have already requested a refund for the charge of $54.99, which was successfully processed on August 29th. It is possible that the funds may take a couple of weeks to appear on your credit card statement as our merchant bank is in Europe. I expect that the funds have already been returned so you may wish to contact your credit card company for comfirmation.
Regards
[redacted]
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2014/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This AVG wasted my time, as far as I am concerned they owe me $15.00 per hour to get this straight &time wasted with PayPal, credit card company, you and AVG. Fee of 15.00 x 4hrs.-60.00 total for wasting my time.
Final Business Response /* (4000, 9, 2014/09/11) */
Dear Ms. [redacted],
Again, I wish to reiterate my sympathy that funds were taken from your credit card that you perceived to have not permitted.
However, I will also reiterate that you were notified in advance of the same on July 14th. Our liability is up to the amount of the product, which was already refunded. I'm afraid that your request for compensation is unreasonable in this case.
Thank you for understanding.
Kind regards
AVG Customer Care

Initial Business Response /* (1000, 5, 2015/10/29) */
Hello [redacted],
I am following up on your Revdex.com Complaint regarding the PC Tune Up issue you reported to our technical support team. Can you confirm if you received the correspondence below from our Support team and if you were able to...

perform the recommended steps?
Thank you,
[redacted].
[redacted]
Senior SMB Support Escalation Specialist

AVG Technologies Canada avg.com
[redacted]
To:[redacted]@yahoo.com Subject:AVG Customer Care - Request #XXXXXXXX
Hello [redacted],
Thank you for contacting AVG.
We really apologize for the inconvenience caused with the AVG on your computer and for delay in response. We have analyzed the diagnostic data of your computer and see that there are no AVG traces or services found. In this case the only possible way to bring back your PC to normal mode is by doing a system restore or moving back to last known good configuration mode. Please follow the below steps to do the above options.
To resolve this situation please do the following:
Restart your computer.
As your computer starts (before the Windows loading screen is shown), press and hold the F8 key on your keyboard.
Windows Advanced Options will be shown.
Use the arrow keys to select Last Known Good Configuration, and then press Enter.
Once Windows starts up, verify that all devices work correctly.
In case these steps did not solve the issue, please use the System Restore feature:
Click Start - All Programs - Accessories - System Tools - System Restore.
On the first screen click Next.
Choose a Restore Point with a date and time before the problem appeared, and then click Next.
Finish the wizard to restore your Windows.
Verify that all devices work correctly.
If you still have any issues or questions, please feel free to contact us. We are always here to help you.
Thank you for understanding and co-operation.
Best regards,
[redacted]
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response as it has not fixed my issue and the reference that was made to their products not being installed on my PC is true only because their technicians that remoted into my laptop to "fix" it deleted the AVG software as part of their trouble shooting. I tried 6 times to restore my computer from 6 different restore points and it would not work. I also tried to startup from the last known good configuration and that took me to my blank desktop screen that I have had for almost a month now. I emailed the
specialist this morning and was never contacted back. This company has left me with no options to have a working laptop other than purchasing a new one.
Final Business Response /* (4000, 9, 2015/11/19) */
From: [redacted]
Sent: Thursday, November 19, XXXX X:XX AM
To: '[redacted] Jr, [redacted] W'
Subject: RE: Revdex.com complaint Request #XXXXXXXX
[redacted],
I understand your frustration. Despite your moving to a new laptop, I have asked another team to reach out to you to hopefully get this taken care of. You will hear from them by the end of business day today.
Regards,
[redacted].
From: [redacted] Jr, [redacted] W mailto:[redacted]@lmco.com
Sent: Monday, November 16, XXXX XX:XX PM
To: [redacted]
Subject: RE: Revdex.com complaint Request #XXXXXXXX
[redacted],
I want to let you know that due to how long this has taken and the lack of resolution I am having to go and purchase another laptop. I cannot continue to wait for "assistance", it will cost me thousands of dollars if I do not pass [redacted] classes I am enrolled in and I have had to borrow computers from my friends and co-workers just to get logged into the classes. I am very disappointed with the lack of service I have received from this company and will be submitting a new claim to the Revdex.com requesting reimbursement for having to do this and to highlight the continued lack of resolution to my problem.
[redacted]
From: [redacted]@avg.com mailto:[redacted]@avg.com
Sent: Monday, November 16, XXXX XX:XX AM
To: [redacted] Jr, [redacted] W (US)
Subject: EXTERNAL: RE: Revdex.com complaint Request #XXXXXXXX
[redacted],
I am sorry to hear that the system restore option has not worked thus far for you. I have asked that our Tier 2 team reach out to see if there is anything further they can do to assist with this issue.
Regards,
[redacted].
[redacted]
Senior SMB Support Escalation Specialist

AVG Technologies Canada avg.com[redacted]
T XXX-XXX-XXXX option [redacted]
E [redacted]@avg.com
Delivering products and services to make our digital lives easier
to secure, simpler to navigate and more enjoyable to experience.
From: [redacted] Jr, [redacted] W mailto:[redacted]@lmco.com
Sent: Tuesday, November 10, XXXX XX:XX AM
To: [redacted]
Subject: Revdex.com complaint Request #XXXXXXXX
[redacted],
I am writing in response to your inquiry as to whether the support solution worked or not. It did not, my computer is not properly restoring from any point within the last 6 months. I tried 6 different restore points and none of these were successful. The reason there were no traces of AVG software found as the technician says is because they deleted the AVG software when they remoted into my laptop. I have about $2200 dollars wrapped up in online college classes and I had to miss another class last night. I have never had an issue with this laptop until now. This is incredibly frustrating and I just want my laptop to function properly again.
[redacted] W. [redacted]
F-35 Sustainment Engineering
Lockheed Martin Aeronautics
XXX-XXX-XXXX XXX-XXX-XXXX
[redacted]@lmco.com

Initial Business Response /* (1000, 5, 2016/01/07) */
Hi [redacted],
I have reviewed your feedback and I agree that there are some concerning aspects to your interaction with whomever you were speaking to. From what you have described, this was not an interaction with AVG Support. Please...

find a link to our support team for your future use :https://support.avg.com/choose_support?l=en_US From this page you will be able to select the product specific support you require.
Thank you and let me know if you have any questions.
Regards,
[redacted]
[redacted]
Senior SMB Support Escalation Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No because after I had the issue I corresponded with someone on the chat module and they gave me a new phone number and website that I could contact when I needed help and I got a hold of the same person.
Final Business Response /* (4000, 9, 2016/01/21) */
Hi [redacted],
Can you please provide me the phone number, website and name of the agent you spoke with?
Thank you,
[redacted].

Initial Business Response /* (1000, 5, 2015/04/17) */
Dear Ms. [redacted],
I am truly sorry to hear of the experience you have described and commend you for consulting the issue elsewhere before making the payment over the phone.
As the nature of your experience is not in line with AVG practices...

at all, I decided to do some investigating into the number that you dialed: X-XXX-XXX-XXXX. I was able to locate a company called 1800 PC Sol (http://1800pcsol.co/), who actually have no affiliation with AVG whatsoever. In fact, they even have a disclaimer as follows on their website:
Disclaimer: We are an INDEPENDENT SERVICE provider for software related issues in desktops, laptops, and peripherals. We provide services through our pool of trained specialists and experts who are certified by leading technology companies. We hereby, disclaim any association, affiliation - Direct or Indirect, or representation in any form, of any such brand, product or service. If your product is under warranty, the repair service maybe available free from the respective vendor.
Unfortunately for both AVG and our customers, this disclaimer is enough to prevent us from being able to take legal action against them, even though the information on the website and the way it is portrayed in Google searches is somewhat misleading. I was also able to find separate support sites with the same number for at least 2 other anti-virus providers.
If you still have trouble installing your AVG Internet Security please contact me directly at [redacted]@avg.com and I will be more than happy to arrange for a technician from AVG to connect to your machine and solve this free of charge.
Furthermore, due to the unpleasant nature of the situation you encountered and as a way of assisting you with any financial burdens you imposed as a result, I would like to offer you a free 6 month extension to your AVG Internet Security license. Please come back to me (again at [redacted]@avg.com) so we can get this extended license active on your PC.
Again, I am sorry to hear that you came head to head with a fraudulent organization but strongly believe you made the right choice in consulting the matter to avoid extortionate charges. Please do not hold AVG accountable for the actions of this company.
Sincerely,
[redacted]
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response, Please cancal this subscription.
Final Business Response /* (4000, 9, 2015/04/28) */
The refund of $54.99 has been issued. Our merchant bank is in Europe, so it may take a few extra days for the funds to appear on your account.
Kind regards
AVG Customer Care