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Other => General Topics => Topic started by: ElizabethA on March 23, 2013, 01:32:48 PM

Title: $169.99 scare tactics
Post by: ElizabethA on March 23, 2013, 01:32:48 PM
I would like to warn about the" unnecessary and expensive" contract that Avast support will scare you into.  I was told I had a Windows problem, (my screen was going to turn blue and my computer will crash...).  The only issue I called for was trouble uninstalling Free Avast, and installing the Avast Pro that I purchased.  I gave my credit card # and my computer repair was started.  My husband filmed the screen, and we also watched every step.  I had no Windows errors, nor did I have any Registry errors.  We have tried to resolve this manner in a civil manner with repeated phone calls for a refund, the charge was actually off my bank account at one point only to be taken out again the next day.  More phone calls with promises of a manager to call back within 30 minutes.  Three days later and no calls have been returned by anyone.          We have decided to contact our local abc tv station who runs reports of people being scammed.  Seven on Your Side with Jason Peterson on KATV.  It is our hope to get the word out there on the scare tactics that were used on us by the Avast Support Team.  And, more importantly that once they get your money, that there is no support.

There are more specifics to this case, but it is too lengthy to post.  Have a nice day, and never buy into this scam...take your computer to a local shop!
Title: Re: $169.99 scare tactics
Post by: essexboy on March 23, 2013, 02:23:53 PM
Hi there that is a third party support and to get your money back

Couldn’t find a place on the site where I could lodge a direct complaint to the company, which is why I’m posting in this forum. So, I apologize if this topic is too out of place here. Would like to add that I've happily ......
Ultimately I received no help with my problem and my questions were never answered. Lastly, was told I couldn’t get a refund because my system is “too corrupt,” so will probably stick with Avast until my license expires. However, I will no longer recommend this company/product and will find a replacement.

By the way, all I needed to do was uninstall and reinstall to take care of the issue I was having.

Hello,
I am sorry for your bad experience with avast 3rd party support.
Current situation with avast support is that you have two options:
  • Go to http://support.avast.com and request free help over the support ticket
  • Call our 3rd phone support team where you can get limited free support over the phone or in case of more complex issue you will be offered premium support

If you have bad experience with our phone support, please write brief description of the problem to customerservice@avast.com and don´t forget to add
  • description of the problem
  • your phone number
  • time and date when you called

We will escalate the problem to our call center and do necessary steps.

Thank you

Vojta Nekvapil
3rd Party support Manager

The best bet for any problem that you may have  is to post here on the forum and we will sort it out for free (well we cure the vast majority of problems  ;D)
Title: Re: $169.99 scare tactics
Post by: ElizabethA on March 23, 2013, 03:28:24 PM
Thanks! As soon as we give our phone #, and they look at their notes, they come back and promise a manager will call back.  It started out as a promise of 24 hours, then next it was 2-3 hours, last night it was a promise of 30 minutes.  We have followed their protocol to resolve this issue and given them amble time to address this matter.  Just bad business dealing with Avast!
Title: Re: $169.99 scare tactics
Post by: polonus on March 23, 2013, 03:44:59 PM
Hi ElizabethA,

Anyway, thank you for reporting.
I hope those that oversee that service will take matters seriously and come to conclusions.

Our advice is go for free voluntary help as best as we can offer you.
So you should turn to these official avast! support forums.
In a majority of cases users are very satisfied with the assistance they get here.

With possible scare tactics third party service-members will shoot their own feet.
avast is a good product and certainly deserves better,

polonus
Title: Re: $169.99 scare tactics
Post by: Para-Noid on March 23, 2013, 04:29:34 PM
If you had problems with the third party support contact nekvapil(at)avast(dot)com  :)
Title: Re: $169.99 scare tactics
Post by: ElizabethA on March 25, 2013, 10:55:49 PM
 >:( Update:  As of today March 25th, 2013, I still have had no luck getting in touch with any supervisor from Avast.  I started this on March 20th, 2013.  I have also read dozens and dozens of people that have had the same problem as I have had.

I did email Vojita Nekvapil and had no response from him either.

Bottom line is, do not use Avast Customer Service for anything.  These folks seem to be nothing more than scam artist!
Title: Re: $169.99 scare tactics
Post by: polonus on March 25, 2013, 11:23:36 PM
Hi ElizabethA,

Then you now know why you have become a member of this community.
All your support questions could go here in these support forums.

polonus
Title: Re: $169.99 scare tactics
Post by: ElizabethA on March 26, 2013, 01:33:39 AM
I would say this has been an expensive lesson.  The last time I called today, they said IF I didn't hear from them, I would receive an email with instructions on how to get my refund.  Has anyone ever heard of this to be true?  I have read that many others were told the same, and they never received their money back.

ElizabethA
Title: Re: $169.99 scare tactics
Post by: ouchagain on March 26, 2013, 04:37:58 AM
I recently paid for this also and have conflicting emails and they take up to 4 days to respond after I call repeatedly. I paid for the program and the support and the emails I do get are conflicting , very confusing and I try the simplest ones first . I did phone this one and was told I was wasting his time . He said that over and over again , then placed me on hold so I just hung up and called the 3rd party tech. I must say they need to get organized and I will be watching to see if any more charges are made than those I had given permission for .
Title: Re: $169.99 scare tactics
Post by: bob3160 on March 26, 2013, 12:51:18 PM
I recently paid for this also and have conflicting emails and they take up to 4 days to respond after I call repeatedly. I paid for the program and the support and the emails I do get are conflicting , very confusing and I try the simplest ones first . I did phone this one and was told I was wasting his time . He said that over and over again , then placed me on hold so I just hung up and called the 3rd party tech. I must say they need to get organized and I will be watching to see if any more charges are made than those I had given permission for .
The smartest thing you could do is to revoke that permission and get your help from this forum.
We don't charge for our services and offer it without any preconditions.  :)
Above all, we are truly interested in seeking a resolution to your problem.
Title: Re: $169.99 scare tactics
Post by: ouchagain on March 26, 2013, 05:22:32 PM


The smartest thing you could do is to revoke that permission and get your help from this forum.
We don't charge for our services and offer it without any preconditions.  :)
Above all, we are truly interested in seeking a resolution to your problem.
[/quote]

The on line support number is the one I called first, isn't that the same as this forum? It sure looks like it. Then after I was told that I was wasting his time, I phoned the third party technician, that I paid for. He said that my question should have been answered here on the phone number provided here sense it was a program problem or question and asked for the name of that man who treated me so rude. I didn't have a name to give him. But the third party tech did answer my question concerning what appeared to be a loopback
Thank you
Title: Re: $169.99 scare tactics
Post by: bob3160 on March 26, 2013, 10:40:20 PM


The smartest thing you could do is to revoke that permission and get your help from this forum.
We don't charge for our services and offer it without any preconditions.  :)
Above all, we are truly interested in seeking a resolution to your problem.

The on line support number is the one I called first, isn't that the same as this forum? It sure looks like it. Then after I was told that I was wasting his time, I phoned the third party technician, that I paid for. He said that my question should have been answered here on the phone number provided here sense it was a program problem or question and asked for the name of that man who treated me so rude. I didn't have a name to give him. But the third party tech did answer my question concerning what appeared to be a loopback
Thank you

We don't have a phone # if you want and need help, start a topic, describe your problem and give us information about your system and what security programs you're running.
Help is given here in the forum not by phone.
Title: Re: $169.99 scare tactics
Post by: ElizabethA on March 27, 2013, 12:09:03 AM
Hello All,

I am wondering if ANYONE has received a refund from Avast after being scammed with the scare tactic, or for any other reason that warrants one.

I also wonder why any of us use Avast given their reputation, and also, the array of other virus protection software out there?
 
I feel I am not being smart to support a company that has terrible customer service tactics.

What happened to supporting an American company for our needs? :)
Title: Re: $169.99 scare tactics
Post by: .: Mac :. on March 27, 2013, 01:07:09 PM
Hello All,

I am wondering if ANYONE has received a refund from Avast after being scammed with the scare tactic, or for any other reason that warrants one.

I also wonder why any of us use Avast given their reputation, and also, the array of other virus protection software out there?
 
I feel I am not being smart to support a company that has terrible customer service tactics.

What happened to supporting an American company for our needs? :)
American Companies generally make terrible Antivirus products, all of the good and decent products come from other countries (primarily European). Our country is not what it once was.

This post has been flagged for a moderator response, I hope they respond quickly to your issue. 
Title: Re: $169.99 scare tactics
Post by: iroc9555 on March 27, 2013, 03:55:23 PM

I also wonder why any of us use Avast given their reputation, and also, the array of other virus protection software out there?
 
I feel I am not being smart to support a company that has terrible customer service tactics.

What reputation ? Avast! is one of the best! AV in the market right now. It is used around the world by millions of people. The last AV-Comparative 2013 review puts Avast! amongst the 3 top AV in use around the world. See screenshot.

Whole report:
http://av-comparatives.us5.list-manage.com/track/click?u=d4c26adf2b393d0a98257ec8a&id=398e9d0ae2&e=ad59244730

Besides it is well known that if anyone is in need of help running any software or hardware the best place to get it is in the Forums and here in Avast! forum you will get it.

You can not blame the doctor if the nurses did not follow his/her instructions. Can you ?

Title: Re: $169.99 scare tactics
Post by: schmidthouse on March 27, 2013, 06:58:01 PM

Besides it is well known that if anyone is in need of help running any software or hardware the best place to get it is in the Forums..............

I'm not convinced this is an accurate assessment ???
Most people I have run across on the streets and in seminars use the "software tech lines" first and a good number of them have never known of or considered using the 'product forums' for many reasons ranging from 'lack of response' to just not "trusting" some stranger on a so-called forum assistance process.
I'm just saying  ;) :)
Title: Re: $169.99 scare tactics
Post by: iroc9555 on March 27, 2013, 09:50:36 PM
A bit OT sorry ElizabethA but...

I'm not convinced this is an accurate assessment ???

That could be true. I may have generalized the statement a bit. However,

... a good number of them have never known of or considered using the 'product forums' for many reasons ranging from 'lack of response' to just not "trusting" some stranger ....

If they have never known or they have never considered to use the forums. How did they get no " response " to their questions or what made them not trust a member of the forum ;)

I think it is the other way around. After most people try the official support site, they end up in the forum looking for answers. Look at ElizabethA ( OP ), like her there are many others in this forum.

May be I've been lucky. I have asked for help in many forums; Avast!, DeLL, Comodo, McAfee, HP, Logitech, NVidia, Intell, Bleeping, SevenForums, SpywareHammer, MBAM, SAS, WinPatrol, Wilders, and others..Oh! forgot Castle Cops (I missed it), and always have got good help.

Regards.
Title: Re: $169.99 scare tactics
Post by: bob3160 on March 27, 2013, 10:35:08 PM

Besides it is well known that if anyone is in need of help running any software or hardware the best place to get it is in the Forums..............

I'm not convinced this is an accurate assessment ???
Most people I have run across on the streets and in seminars use the "software tech lines" first and a good number of them have never known of or considered using the 'product forums' for many reasons ranging from 'lack of response' to just not "trusting" some stranger on a so-called forum assistance process.
I'm just saying  ;) :)
I'm now part of this support forum because I originally came here to ask a question.
It's because of the way I was treated and the way in which my question was answered that I became involved with this forum.
I may not accept a drastic move from a person with only a few posts on this or any other forum but, anyone that has a substantial amount
of posts, either has proven their ability to help others or, they would long have gotten the boot. (Just my personal opinions. )
Title: Re: $169.99 scare tactics
Post by: schmidthouse on March 27, 2013, 10:44:30 PM
Fair enough guys.
 I personally have never used a "tech support line", and I only speak from my personal experience talking to others, my observations and perception. I still think there is a big portion of the PC world that feel they can only trust "tech support".
So back to the huge problem originally pointed out and that is the "pressure tactics'' used by the folks answering the tech support phone lines for Avast. :)
Title: Re: $169.99 scare tactics
Post by: polonus on March 27, 2013, 10:56:08 PM
Hi schmidthouse,

We can have some opinion about that, but down the line this is an avast! internal affair. Avast can also decide to damage itself through such practices.
Sad that such tactics will chase customers away and they are unlikely to come back after such a disappointing experience,

polonus
Title: Re: $169.99 scare tactics
Post by: schmidthouse on March 27, 2013, 11:05:19 PM
Hi schmidthouse,

We can have some opinion about that, but down the line this is an avast! internal affair. Avast can also decide to damage itself through such practices.
Sad that such tactics will chase customers away and they are unlikely to come back after such a disappointing experience,

polonus

Agreed, absolutely. :)
Title: Re: $169.99 scare tactics
Post by: ElizabethA on March 28, 2013, 04:44:57 AM
I wish I had known of this support forum when I could not remove the Free Avast I had, and install the Pro Version that I purchased.  That was the only issue I had.  Even though I am new to this forum, I can not be discounted as an honest person with a problem that I had when I made the call to Avast Tech support.  This is, in fact an internal issue within Avast.   I had no opinion of Avast prior to this, and I had used the Free Version in the past with no issues.

Unfortunately, I was duped with the scare tactics of the nice young lady telling me that I had a Windows Issue...and her explanation of "how Windows is the brain of my computer"...and how "my computer screen is going to turn blue"..."we can fix this"..."do you have a credit card #".   I did explain that I had a new computer, and asked if I could resolve this on my own..."no it is a Windows problem and we can fix this within 2 hours".

I had tried to resolve this issue when I shut them down after 5 1/2 hours of control of our computer and we saw there was no Errors with Windows, or any Register Issues.  They did put our computer in Safe Mode, and removed the Free Avast. 

That was March 20, 2013 at 9:45 pm and I called to ask for a refund.  The tech phoned 10 minutes later, stating he left files on my computer and asked ask if I would remove them.  I explained I only wanted a refund, because I could have removed Avast in safe mode and I did not have a Windows problem.  He claimed he had called me 7 times to ask for me to input my password after they rebooted my computer.  I was available after the first call for this, and also available anytime thereafter. 

I even had to call when there was no activity on my screen for one hour.  They said Louis was out to lunch and put me on hold.  Magically, there was activity immediately for a moment. 

I did speak with someone last evening stating that they could not issue a refund because they had done a tune-up on my computer.  After I explained everything above this is what was stated:

I was promised an email confirming a refund.  I was told it would take 7-10 days for it to be posted to my bank account.  I have not received the email.  But, I have contacted my bank (they did in fact, take away the charge of $169.99 on March 21, 2013 and added them back on March 22, 2013), and also my Attorney Generals office with a complaint.

The facts are what they are. We had no issue with paying for services needed.  We do hold issue with scare tactics. 

ElizabethA
   

 



 

Title: Re: $169.99 scare tactics
Post by: Boko on March 28, 2013, 05:11:54 AM
I did sign up for this service, with that said, I too was unhappy. I called the special number that they had provided and outlined my complaints.  It took about a week but I did get a refund. Here is how you should go about this. 1. write a ticket, this can be found at avast web site. 2. They will respond saying this is not the right avenue to get a refund, this is a support service through digital rivers. They will then give you their special number to call. 3. call the number and request a refund and document the name. 4. Take your avast ticket and responce from avast ticket along with your original order form from digital rivers and send this to "orders(at)avast(dot)com" , I intitled this "avast one year support, refund". Then include the digital river order number, your first and last name, reason for refund (their insturctions). I recieved a phone call from a supervisor within 24 hours. I had a calm chat with him and he undersood. He went on to say he would grant me a refund and to wait for a comformation email within 3 hours. I waited 2 days. I then sent the whole package stating what you had granted me a refund and that I was to recieve a email conformation. Within one day I recieved the comformation email and clicked on the link. (dont be fooled here) I called and spoke with a digital rivers agent at the special number. She stated she did recieve the comformation that I had just clicked on. She said it would take about a week to process. I had it back in my paypal account the next day. The whole thing boils down to: sent the request for refund to "orders(at)avast(dot)com". I found this to be confusing and lengthy but easy once I figured it out. However, I was sceptical about the comformation email I was directed to, but it worked. I would suggest to pay with paypal then if you have a problem you can arbitrate the situation with them if needed. Be calm,  and this may happen for you. However, what I experiance and what promted me to request a refund may be much different than your reason for refund. Good luck (I acually signed up just to help this person and to let her know she isnt alone).
Title: Re: $169.99 scare tactics
Post by: FreewheelinFrank on March 28, 2013, 09:16:14 AM
I wish I had known of this support forum when I could not remove the Free Avast I had, and install the Pro Version that I purchased.  That was the only issue I had.  Even though I am new to this forum, I can not be discounted as an honest person with a problem that I had when I made the call to Avast Tech support.  This is, in fact an internal issue within Avast.   I had no opinion of Avast prior to this, and I had used the Free Version in the past with no issues.

Unfortunately, I was duped with the scare tactics of the nice young lady telling me that I had a Windows Issue...and her explanation of "how Windows is the brain of my computer"...and how "my computer screen is going to turn blue"..."we can fix this"..."do you have a credit card #".   I did explain that I had a new computer, and asked if I could resolve this on my own..."no it is a Windows problem and we can fix this within 2 hours".

I had tried to resolve this issue when I shut them down after 5 1/2 hours of control of our computer and we saw there was no Errors with Windows, or any Register Issues.  They did put our computer in Safe Mode, and removed the Free Avast. 

That was March 20, 2013 at 9:45 pm and I called to ask for a refund.  The tech phoned 10 minutes later, stating he left files on my computer and asked ask if I would remove them.  I explained I only wanted a refund, because I could have removed Avast in safe mode and I did not have a Windows problem.  He claimed he had called me 7 times to ask for me to input my password after they rebooted my computer.  I was available after the first call for this, and also available anytime thereafter. 

I even had to call when there was no activity on my screen for one hour.  They said Louis was out to lunch and put me on hold.  Magically, there was activity immediately for a moment. 

I did speak with someone last evening stating that they could not issue a refund because they had done a tune-up on my computer.  After I explained everything above this is what was stated:

I was promised an email confirming a refund.  I was told it would take 7-10 days for it to be posted to my bank account.  I have not received the email.  But, I have contacted my bank (they did in fact, take away the charge of $169.99 on March 21, 2013 and added them back on March 22, 2013), and also my Attorney Generals office with a complaint.

The facts are what they are. We had no issue with paying for services needed.  We do hold issue with scare tactics. 

ElizabethA
 

Report the transaction as fraudulent to your card provider and give evidence of the false claims made.
Title: Re: $169.99 scare tactics
Post by: ElizabethA on March 30, 2013, 04:33:57 AM
Thanks to all of you for your input.  I had posted out of frustration, but I learned there are some sharp and good folks out there that are willing to help.  And, for free!  I appreciate that!
I am hopeful, that this situation will end in a positive manner. After calling again on 3/28/2013, after once again not receiving that "special email" they claim they are going to do "a manual refund" and it will post 7 day after Monday April 1st?  We will see.
I do want to include a link of a report of their tactics using a 3rd party Tech Support...  http://krebsonsecurity.com/2012/03/aghast-at-avasts-iyogi-support/

This is exactly what happened to me.  And, there are more blogs out there with personal experiences of the same.

I hope any readers of this forum learn what I have learned, and use this forum to learn about the knowledge of you smart folks. 

ElizabethA




Title: Re: $169.99 scare tactics
Post by: DavidR on March 30, 2013, 01:20:18 PM
Thanks to all of you for your input.  I had posted out of frustration, but I learned there are some sharp and good folks out there that are willing to help.  And, for free!  I appreciate that!
I am hopeful, that this situation will end in a positive manner. After calling again on 3/28/2013, after once again not receiving that "special email" they claim they are going to do "a manual refund" and it will post 7 day after Monday April 1st?  We will see.
I do want to include a link of a report of their tactics using a 3rd party Tech Support...  http://krebsonsecurity.com/2012/03/aghast-at-avasts-iyogi-support/

This is exactly what happened to me.  And, there are more blogs out there with personal experiences of the same.

I hope any readers of this forum learn what I have learned, and use this forum to learn about the knowledge of you smart folks. 

ElizabethA

And as mentioned at the end of that report iYogi's contract was terminated as a result, unfortunately those replacing iYogi don't seem any less likely to try and sell a support package.
Title: Re: $169.99 scare tactics
Post by: polonus on March 30, 2013, 01:23:02 PM
Hi ElizabethA,

Thanks for reporting here and making avast! and us aware.
If this leads to others missing such an experience, posting in this thread was really valuable,

polonus
Title: Re: $169.99 scare tactics
Post by: ElizabethA on April 11, 2013, 01:32:57 AM
Thanks for the handshake Polonus!

I am sorry to report that my last hopes of the Avast Support honoring what they had stated in doing the manual refund, after I did not receive the "special email with instructions for my refund did not get to my inbox or spam box??"  I gave them extra time, and still nothing.
My bank is handling the situation, although that can take up to 3 months.  I did make a report with my Attorney Generals Office as well. 

I was hoping to post a positive ending to this!  Buyer beware, and learn.