AVG Technologies

Initial Business Response /* (1000, 5, 2015/12/08) */
Hello Revdex.com,
I have reviewed the case and it seems that the customer's system does not have the minimum hardware requirement for AVG product.
I have copied AVG's response to this email for reference.
Dear [redacted],
Thank you for your...

reply.
We would like to inform you that the data has been already analyzed. We have verified your system and it seems that your hardware does not meet minimum hardware requirements. List of minimum hardware requirements you can find in following document on page 4:
http://aa-download.avg.com/filedir/doc/AVG_Protection/avg_gsr_uma_en_ltst_10.pdf...⇄ /> We recommend to upgrade your hardware and then you should be able to install AVG Protection.
Thank you for your understanding. In case you have any other question or request, do not hesitate to contact us again.
Best regards,
[redacted]
AVG Customer Care
AVG Customer Care AVG Community
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AVG has not responded to my complaint. As previously stated, In bold type on the front of their box, they state "AVG Protection Secures all your Devices,All your devices. One Price." If at a later want add additional requirements this results in a conflict of their making, which legally must be decided in my favor. As previously stated I would accept either they successfully install their security software on my computer or they provide me with 3 years of Kaspersky Internet Security which I know works on this computer.

Initial Business Response /* (1000, 8, 2016/01/21) */
[redacted],
Apologies for the delayed response to you. I 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 refund. I will follow up to see if this refund has been processed.
Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/12/11) */
Hello Revdex.com,
We have received your complaint and escalated the issue to our tier2 support.
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 resolved. Thank you for your help!

Hello [redacted],
Thank you for contacting AVG Customer Care.
We would like to inform you that the refund of your orders (43.29USD, 32.46USD, 32.46USD, 32.46USD) is in progress.
We have processed your refund in our database, however it may take up to 5 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, 2015/07/31) */
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.
We are sorry to hear that you were dissatisfied with our...

product.
We must point out that when you contacted us about your difficulty installing, in case # XXXXXXXX on 25th June, our agent [redacted] offered you free remote-control troubleshooting to resolve your issue. You declined this offer.
However, we have now processed your refund for you. The money will be credited back to the payment method that you originally used. Due to the clearing time of 2 banks involved, ours and yours, it may take up to 10 days for the money to get back to you.

[redacted]
Escalation Specialist
Customer Care


AVG Technologies CZ, s.r.o. avg.com
[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 Business Response /* (1000, 5, 2015/12/24) */
Hello Revdex.com,
We have received this complaint and created the case (XXXXXXXX) in our system. We will now be directing the case to the respective department for review and response.
In future we would like the customer to kindly send...

us their feedback/complaint by visiting https://secure.avg.com/escalation-feedback-form.
We appreciate your patience.
Thanks
[redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately this urgent problem is still not resolved. As you can see: https://www.virustotal.com/en/file/d2ea458b983bc3cdXXXXXXf4781eeXXXXXf4629d7cabX...⇄ /> This is an empty exe file signed with our company certificate is still detected with AVG updated on 30.12.2015
As a result of this all our company software products are flagged by AVG.
Final Consumer Response /* (3000, 13, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted]
Yes, I did submit the samples. Your customer support acknowledged that they received my sample with an e-mail received on 30.12.2015:
AVG Customer Care - Request #XXXXXXXX [redacted]
And the e-mail as follows:
"Hello [redacted],
Thank you for contacting AVG.
We apologize for the delay in response. We request you to please ignore the previous email sent by us. We've checked your history and see that you have already submitted the files and our developers are working on it to get it white-listed. We will contact you back one we finished the white-listing process.
Thank you for understanding and co-operation.

Best regards,
[redacted]"
I am still waiting on resolution of this case.
Final Business Response /* (1000, 17, 2016/01/15) */
Thank you for confirming [redacted].
I have asked our Virus Lab team for an update and will advise.
Regards,
[redacted].

Initial Business Response /* (1000, 6, 2014/04/11) */
We will arrange for our highest level support technician to call you and attempt to resolve the issues you are having with AVG AntiVirus Pro for Android. We will reach out to the customer directly to agree on a suitable...

time.
Regards,
AVG Customer Care
Initial Consumer Rebuttal /* (2000, 8, 2014/04/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call today from the support technician. As of yesterday my application was updated from the AVG Uninstaller to the AVG Cleaner and with this update the app began to measure the battery use accurately. Looks like there was a bug with the previous software that has now been fixed.
The technician was very helpful and answered all questions.

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. I am still waiting for a response from the business from the submittal of my information to them.Sincerely, [redacted]

Initial Business Response /* (1000, 6, 2015/10/20) */
Please be advised that a refund was processed as follows:
Order Reference number: XXX-XXXXXXX was refunded on August 29, 2015. The refund was made to card ending in 3147.
Initial Consumer Rebuttal /* (2000, 9, 2015/10/27) */
I believe...

this case may be closed.
The amount of $39.99 that AVG Technologies refunded had not been shown on our recent bill from Visa, Cardmember Service.
Cardmember Service sent a letter stating that on XX-XX-XX they had issued a debit for the transaction. Due to a system issue, the debit that we issued did not properly post to our account.

I believe your organization helped make that happen.
Thank You
[redacted] J. [redacted]

Complaint: [redacted]I am rejecting this response because: The agent told me AVG would not work on Windows 7 but it was not noted in the download. Later in the call he told me it would be $200.00 to fix the problem they created. Very curt people. Used Avast support for less money snd they finally were able to remove it and get my system back to normal.  My computer was fine until AVG installed.Sincerely, [redacted]

Initial Business Response /* (1000, 10, 2015/03/25) */
Contact Name and Title: [redacted] Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: [redacted]@avg.com
Dear Ms [redacted]
We are very sorry to hear about this problem.
AVG does not require any additional service or...

payment to remove malware. The product is self-contained. All you need is a broadband internet connection to activate it and install updates.
We do not know what company you contacted, but it was not AVG. We do offer a paid remote-control virus removal service but it is substantially less than you cite. We have no record of you in our customer database, nor of any electronic contact from you. Thus we fear that you have contacted a scam-support vendor.
If you need assistance installing the program, we will be happy to provide it. Please contact us here is how:
[redacted]
Short URL:
[redacted]
We will be happy to assist and our technical support is free of charge.

[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.

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

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

Thank you for contacting us.

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

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

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

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

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

Thank you for your patience and cooperation.

Best regards,

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

Initial Business Response /* (1000, 5, 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 /* (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 /* (1000, 5, 2016/01/05) */
Hi [redacted],
I have asked for an update from our refund team on your recent refund request. I should hear from them shortly. Let me know if you have any questions.
Regards,
[redacted]
[redacted]
Senior SMB Support Escalation...

Specialist AVG Technologies Canada avg.com
[redacted] Drive, [redacted]
T XXX-XXX-XXXX option 4 [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.
Initial Consumer Rebuttal /* (3000, 12, 2016/01/21) */
I finally thought about cancelling the subscription. I did, a short while ago. The answer from the company on 1/7 was: "we acknowledge the cancelation of your subscription, but this will not prevent your subscription from continuing after the initial subscription period. It will not provide a refund for your current subscription and you will retain access to the product you purchased for the remainder of your current subscription period."
This to me, means that I still have to pay them; even though I contacted them to say" I do not want you to charge me for this." I called the credit card company about a week ago and they say that the charges were removed. But, what is to say that they won't put the charges back on , in this month's bill. I do not trust them because I spent one month calling them 4 times and getting a run around each time; that they would take the charges off, but it there was a system error that caused the delay. And that they would expedite my return.
Thank you ahead of time if the charges do not appear on the current bill. I will receive it in a few days.
[redacted]
Final Consumer Response /* (2000, 14, 2016/01/26) */
Thank you for your help. I beleive that your contact with them, forced them to credit me. I was getting nowhere with them. So, I would say the case is closed. The credit card company has given me credit for the charge that they put on my account without my consent.
Thanks again.
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Since I've already received correspondence from AVG in the past acknowledging that my case is under review and to be patient since the refund process can take time, if it's okay with the Revdex.com, I would prefer this incident remain open until AVG follows through with their promise of compensation.
 
Thank you again Revdex.com for your help with this matter. It is greatly appreciated! While AVG's response is encouraging I remain skeptical that they will follow through on their promise.
 
Sincerely, [redacted]

Initial Business Response /* (1000, 8, 2014/08/15) */
Dear Ms. [redacted],
I am sorry to hear of you getting a virus and thank you for bringing the case to our attention.
I have consulted with our technical support team who are aware of your case and are working on a resolution. The...

continual restarts are unfortunately a result of a virus that is on your machine. Although it may have appeared to you that the source of the reboots was the tool you ran, I am certain that the two events are actually unrelated and purely coincidental.
The only way we can solve your problem is by disrupting the reboot and, in essence of time, I would like to propose that one of senior technicians contacts you by phone to help you with this. Please send an email to me at [redacted]@avg.com with your phone number and a suitable day and time to call you so that I can arrange things with our tyechnician. Please also bare in mind that our technicians are located in Europe and standard hours of opperation are 8:00am - 17:00pm CET (1:00am - 10:00am CDT). We can extend this to 13:00pm CDT if necessary.
Again, I am truly sorry to hear that you have a virus but am confident we will be able to get this issue solved.
Kind regards,
[redacted]
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 10, 2014/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was not coincidental, computer was working before I ran that virus remover and not working immediately afterward. I have contacted the above email address with my phone # but I don't think I should have to stay up past 1 AM to take their call
Final Consumer Response /* (3000, 13, 2014/09/02) */
they called at 9 AM but I missed the call, I was away from the phone. then they called again a little after 10 AM but I had to get ready for work at that time. We set up another call for 10AM today, did not receive a call. I emailed them and was asked to set up another time at 9AM tomorrow. This problem is not yet resolved.
Final Business Response /* (4000, 15, 2014/09/05) */
We have solved the customer's restart issue, manually removed the virus from her PC.
Regards
AVG Customer Care

Initial Business Response /* (1000, 6, 2015/01/15) */
Contact Name and Title: [redacted] Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: [redacted]@avg.com
Dear Mr [redacted]
We have received your Revdex.com dispute, case # XXXXXXXX.
Please permit me a moment to explain. We have...

over 200 million customers in our customer database. As such, we cannot track customers by name, as duplicate names are extremely common in instances I have personally encountered, we have well over 400 people sharing the same first and last names. Thus, we track customers by their email address, as by their nature these must be unique.
You had 2 separate accounts in our customer database: [redacted]@sbcglobal.net and [redacted]@yahoo.com. As my colleague Ms Ryskova said, we have merged these 2 records in our database, and then changed the email address on record to the Yahoo address. I have personally confirmed this: in fact, you are the only "[redacted]" in our system and now we have just a single email address on file for you.
However, AVG is quite a large company now, with major offices in the Czech Republic, USA and the Netherlands, smaller ones in Britain and Australia, call centers in Poland, India and the Philippines. It takes some time for changes like this to propagate through all of our computer systems.
We also maintain a separate list of people who are not customers but who wish to receive AVG emails, for example security bulletins. It is possible that you are on this list as well. You can unsubscribe from these emails here:
http://www.avg.com/us-en/unsubscribe-form
We hope that this answers your issue. Please let us know if the emails do not stop soon.

[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
Initial Consumer Rebuttal /* (3000, 9, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, since the time they say they merged the email accounts, I still receive automated email at the wrong email address. Second, I can not activate the new 2015 version of the software until they send the activation code to the new email address. Nothing has been done that I can see.
[redacted]
Final Business Response /* (4000, 11, 2015/01/20) */
Dear Mr [redacted]
Your licence number is:
[redacted]
Here is how to activate AVG with a new license number, product key or MyAccount -
http://kb.avg.com/articles/en_US/How_to/How-to-activate-AVG-with-a-new-license-n...⇄ /> Here is how to copy-and-paste the number to avoid typing errors:
Copy and paste -
http://kb.avg.com/articles/en_US/How_to/How-to-copy-and-paste
We hope that this is of assistance.

Best regards,
[redacted] Escalation Specialist, AVG Customer Care
AVG Knowledge Base: http://support.avg.com/
AVG Community: https://community.avg.com/
Technical Support contact form: https://support.avg.com/support_contact_form
Final Consumer Response /* (2000, 13, 2015/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, it seems that they finally found a way to fix the problem. Hopefully everything is fixed.

Initial Business Response /* (1000, 7, 2014/04/08) */
We have thoroughly investigated this case. Unfortunately, it turns out that the misunderstanding occurred because one of our customer service agents told the customer it is not possible for him to install the 2013 version, which is not...

true. We will reach out to the customer to offer him a free 12 month license of AVG PC TuneUp, which is a more complete tuning program.
Regards,
AVG Customer care
Initial Consumer Rebuttal /* (2000, 9, 2014/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If they will follow through with there offer last time they told me it was imposable.............

Initial Business Response /* (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 /* (2000, 21, 2015/03/03) */
3-2-15
Sent via email:
To whom It May concern,
Be advised,...

subject case has been resolved. Therefore, there's no need for Revdex.com to continue with the complaint.
R/
[redacted]