Avast WEBforum
Consumer Products => Avast Cleanup => Topic started by: mwpurcel on May 04, 2014, 12:57:02 PM
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Have been fighting with Avast for over a week now about GrimeFighter not working. Why are they selling it if they know it does not work on WIN8. Here is the reply from Avast Tech Support. I can't believe they don't OFFER REFUND or SOMETHING.. Just BEST REGARDS
avast! support
Apr 30 (4 days ago)
to me
Hello,'
Unfortunately grimefighter is not compatible with Windows 8, so it won't run for the moment.
Best regards
Richard Šrank
avast! Technical Support Specialist
Ticket Details
Ticket ID: PHV-633-12348
Department: Technical Support (Consumer AV)
Type: Communication
Status: On Hold
Priority: Normal
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There is no need to post the same thing three times.
You already have been answered.
http://forum.avast.com/index.php?topic=149864.msg1089015;topicseen#msg1089015 (http://forum.avast.com/index.php?topic=149864.msg1089015;topicseen#msg1089015)
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Hi,
We definitely will refund your money. I sent a mail to Richard Srank and told him to begin the refund process for you.
GrimeFighter does not currently run on Win8 or 8.1 but we plan to support that later this year
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Oh my goodness! I'm having the same problem!! I purchased the Avast (the household has had it for 2 years without a problem... until now) for my new comp as well as my son's. Then I bought the Grime Fighter for my comp as well as my son's, mine works, his doesn't. After having spoken with Tech Support, who have been friendly and have tried to help, I was told that he had viruses that needed to be removed so that the Grime Fighter could work. (please note that I was never told that they may not be able to get it to work, and I'm about as literate about computers as a one y/o so I really, honestly thought with paying them the additional 179.00, they could get it to work. My bad.) Then they checked my computer because, and I quote, "The virus could have jumped from his computer to yours if you share the same router". I trust people so I said, "OK", and paid another 299.00 with the understanding I would get the original $179.00 back.
It's been one week today and still no email informing of any refund for the 179.00. I called customer service, and wow, they are the rudest bunch of people I've ever dealt with, but I was told flatly that another request would be submitted but it takes 7 days. LOL So a refund that should have come via email within 24-48 hours will be another 7 days. I have to be completely honest, my trust with these people is at about as low as it could get. I may get it, I may not... we shall see...
In a two-day time frame, I have paid $617.00 to Avast (minus a few pennies. literally minus 4 cents, i think) for the anti-virus, Grime fighter(s), and Tech Support for a year. What I have gotten is more problems with both computers, and I honestly don't understand it. It is times like these that I wish i were a computer literate person. One thing is for sure, I'm not putting anymore money out to try to find out why his system keeps crashing on him when it never did before, and my system continues to go to some "redirect" page when it never did before. (Which, btw, I'm getting totally used to. I just "X" out of it and go back to the page I was trying to look at before it redirected me to some other website.) But I am beginning to feel not only very frustrated, but duped as well. For two years I thought so highly of Avast, but I begin to wonder if I put my good faith in a company that didn't deserve it.
Anyway, I wish you luck with your refund. I would LOVE a refund for the entire 179.00 PLUS 299.00, but was told "NO". Now, I don't even think that I will get the $179.00 I was told I would get when I gave them an additional $299.00 for the Tech Support for both computers.
PS I have windows 7. Not sure why that is important, but I've been asked now a few times...
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Pamela, you have many other problems not related to the OP's post.
Please start your own thread.
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Yes Pamela, take Eddies advice and start your own Thread.
I'm sure we can get some resolution to what, if accurate is totally unacceptable!
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Pam, I have emailed Riley about your issue with a link to this thread.
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Thanks so much, Michael! Perhaps I will get some resolution soon then. I do appreciate any help one can offer as I am beginning to give up. But then maybe that is what Avast would like so they could keep the money? (I suppose that last comment was uncalled for. I'm sure Avast is an honest company, though perhaps misdirects consumers from time to time.)
As for posting on another thread? I'll think about it, but probably not. I do believe that the two postings are related I feel better just getting my frustration off my chest I really do wish good luck with the original poster on this thread. And with a posting from Michael saying my posts would get forwarded... I'm feeling better already about things. Who knows, maybe I may even begin to like Avast as I once did in the not so distant past before all this went down...
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The company you called I believe is 3rd party support. And they charge crazy amounts of money. Don't call them again honestly. Forum help is free so you're better off here. Moreso for those "Viruses". The team here is trained much more then them on the phone.
Riley should answer. I think I got his email right (riley@avast.com). You can email him if you wish.
Edit: I browsed the forums. It is riley@avast.com. You can also email... nekvapil [at] avast [dot] com
Also, my grammar should be better now. I was using my iPod before :( (Stupid iPod and small keys to click). I edited my above post and fixed the auto-correct mistakes.
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Michael, was it not Avast to whom I paid all that money? Was it not the AVAST techs who tried to help me via remote access to our computers? I'm confused...
BTW, I would also like a refund on the grime fighter that still doesn't work, but to be honest, I don't have the stamina to continue to fight with them, (they really are that rude). I will be happy just to get the promised $179.00 back. Maybe if I get that, I'll ask for the refund for the Grime Fighter, which is substantially less money.
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No, I believe you called THird party support, which is not Avast!. That is why I emailed riley (Who heads Avast! 3rd Party I believe). Regardless, I think they'll give all the money back if they can get it from 3rd party
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WOW. I had zero clue that it wasn't Avast. During that entire conversation not once was it mentioned that they were not really Avast techs. I do think that they should announce that so I would have more knowledge before forking out literally hundreds of dollars that has now left me broke for the rest of the month. How unbelievably frustrating. Anyway, thanks again for trying to help.
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No Problem. Hopefully Riley will sort this out.
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WOW. I had zero clue that it wasn't Avast. During that entire conversation not once was it mentioned that they were not really Avast techs. I do think that they should announce that so I would have more knowledge before forking out literally hundreds of dollars that has now left me broke for the rest of the month. How unbelievably frustrating. Anyway, thanks again for trying to help.
If you get an opportunity, let us know how things have developed. :)
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Of course! As soon as I hear back from someone, I'll let you know how it all plays out. To be perfectly honest, although I'm very grateful to Michael for even listening, let alone willing to help and pass the info on, I still wonder if I'll ever get my refund. but let's face it, it's only been a few hours since i first posted and this has been going on for 7 days already, lol.
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Good morning,
Thank you Michael for your email flagging this issue.
Pamela011, please could I ask you to email me directly with reference to your experience and I will most certainly assist you. If you could possibly include the email address and phone number used/given during your call to the call center it will allow me to find the call recording and we can establish exactly what went wrong.
Many thanks and I look forward to hearing from you,
Adam
Pam, I have emailed Riley about your issue with a link to this thread.
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Thank you Riley for responding. I am glad you came. Hopefully these 3rd party "Scams" can be resolved quickly.
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I'm still not convinced it was a third party as they never said they weren't from Avast and it was the Avast phone number, though now I'm so confused I don't know what to think. I'll be so curious to see if it truly was a third party or if it was Avast...
Riley, I sent the info you requested along with an attachment of a very long letter I wrote detailing the events. (Was two full pages! So sorry!! Guess I had a lot to get off my chest. If you don't actually read it, just pretend ya did. lol) If you feel at all uncomfortable with downloading the attached letter, (in honesty, I would), please don't hesitate to let me know and I'll copy and paste the letter into an email to you.
Thanks again, Michael, for your assistance in this matter! It's truly very appreciated!
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I never mind helping people who have fallen victim. I believe it was 3rd Party. Riley would know for sure if you included a Phone Number.
Riley, I sent the info you requested along with an attachment of a very long letter I wrote detailing the events. (Was two full pages! So sorry!! Guess I had a lot to get off my chest. If you don't actually read it, just pretend ya did. lol) If you feel at all uncomfortable with downloading the attached letter, (in honesty, I would), please don't hesitate to let me know and I'll copy and paste the letter into an email to you.
The more detail you can provide, the better. Don't feel bad. Riley, just to confirm you do deal with 3rd Party issues + GrimeFighter right?
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Thank you Riley for responding. I am glad you came. Hopefully these 3rd party "Scams" can be resolved quickly.
+1
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As promised, I'm writing to let you know how it developed. First of all, my faith in Avast has been restored! I am again a happy customer of Avast! Mr. Riley not only apologized for the treatment that I received, but also offered to refund the $299. He also mentioned that I could get a refund of the $179 as well if I would like, but I go back and forth on that one and will, I am confident, decline the offer and settle for the refund of 299. My son, even though his computer is now doing a few things it's never done before the cleaning and his Grime Fighter still does not work, his computer did get a cleaning, and for this I should pay. If I were to accept the 179 refund, I know myself well enough to realize that I wouldn't feel quite right about it.
I will eventually ask for the 29.95 back as well for the Grime Fighter that I purchased for his computer but still does not work, but I'm still waiting to see if a computer tech can somehow get it to work. It's a great product, I think, if it would just work...
I do still have some issues with my computer after the tech worked on it: my computer continues to post a full page message informing that I've lost connection to the page I was on, whether it's Netflix, Safeway.com, etc etc. It's the same error that the tech got over and over right before my computer stopped working all together. (My computer now works, btw, thanks to a great Tech guy.) I never had this message before he worked on my computer via remote access, but now get it constantly which is a true pain. I also now get pages, sometimes up to 3 or 4 at a time, of redirects. Anyway, this, I think, I will just have to live with now and get used to. However, I am still very pleased with Mr. Riley's response as well as the refund of $299.
Thank you again, Michael! Had it not been for you, Mr. Riley would never have even looked into this for me and I would still be a very upset Avast customer. Again, and pardon my redundancy, I am really very pleased with the outcome. :)
PS I still don't know if it was a third-party or Avast, but at this point, I guess it really doesn't matter.
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Hello Pamela,
Are you able to provide any details about why GrimeFighter is not working? I am glad the issue with your refund was resolved and would like to get GrimeFighter actually working for you as it should.
Many thanks,
David
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Hi David,
I'm not a computer literate person, but I shall try to explain it: The Grime Fighter has been downloaded and it gets as far as telling me it has 21 issues it needs to address. Then it sedates the computer, but after the computer is sedated, a blue screen appears informing that I have no connection, and to try either an ethernet, (don't know what that is), or I think the other option it gives is a wi-fi connection, (which it already has). But one thing is sure, it appears that it loses connection right after the sedation.
I would really love to have it working on my son's computer as I do think it a good product to have. If a tech wishes to have remote access again to try to figure it out, I'm ok with it. Whatever it takes to get it running...
Thanks,
Pamela
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I have installed GrimeFighter and I thought I ran it through the scan - (I did read the tutorial) - it went throught the "sedation" and all these little geeks appeared to tell me what was happening......it rebooted and then I got a message I never got before....I just let it go . This morning when I turned on the computer - same message something about a file not found???? I then did the broswer clean up and was told to either chose BING or Yahoo for my HOME PAGE...I DON"T WANT either of those....so now what????
Tank you for any info...
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I have yet another update... I just now decided to peruse the forum to see if anyone else was having the same problem with Grime Fighter as I, and was shocked to read the same theme over and over: Many people purchased Grime Fighter, had issues only to be told that for $179 the issues could be resolved. I don't know what to say... I'm shocked, bewildered, and now considering asking for the additional 179 back on top of the 299. When a multitude of people are informed that an additional $179 purchase is necessary to get the problem resolved, I begin to smell a rat. I could be totally wrong and perhaps it is a coincidence, and I would love to think that it is nothing more than a coincidence, but something just isn't right about this... I'll sit on it for awhile. I always like to side on "people are inherently good and wouldn't try to take advantage", but I don't know...
One thing is certain, I should have gone to the forum before calling... I think one can get better help here, in my humble opinion, AND not be asked to fork over so much money for said help. Oh well, I'll know for next time should I have another issue, (and hopefully I won't).
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One thing is certain, I should have gone to the forum before calling... I think one can get better help here, in my humble opinion, AND not be asked to fork over so much money for said help. Oh well, I'll know for next time should I have another issue, (and hopefully I won't).
Yes, you will be hard pressed to find any support/confidence in the "3rd. Party" support Avast has contracted to act as their support service.
The Avast Forum and Sub-Forums are well known for user support by other users.
Most all the support help on the forum are volunteers and everyday users of Avast for long time.\
If you review the forums there will be many post of Bad experiences with the "3rd. Party" support services, and the concern remains.
Edit:
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Thank you again, Michael! Had it not been for you, Mr. Riley would never have even looked into this for me and I would still be a very upset Avast customer. Again, and pardon my redundancy, I am really very pleased with the outcome. :)
Glad I could help! Come calling again if you need more!
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Hi Pamela,
We do sometimes have a problem with GrimeFighter when people are using wi-fi connections. The way around that is to plug your PC in directly to your router using a cable. It is referred to either as an ethernet or lan cable. You mentioned you have a good tech person so maybe they could help you with that. Once you do that, you can also restart your router and then GrimeFighter should detect that you are no longer on wi-fi and should work.
My colleague Adam will be contacting you directly about your question/comment regarding total support.
Thanks,
David
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Fergie, your problem has nothing to do with this thread.
Please start your own.
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Thank you, David, for your response, but Adam sent in a refund request for the non-working Grime Fighter, which, as much as I just really wanted for it to work, was probably for the best. I was getting frustrated, as were the techs, I'm sure, who were trying to get it to work. When and if the product is ever improved, I may try again... or I may just stick with JUST the anti-virus program, (which is what I should have done to avoid all of this... hind sight is 20/20). In fact, I've gotten a refund on just about everything except for the one Grime Fighter that does work as well as the yearly sub for the anti-virus. Adam Riley has more than made up for my initial bad experience with his graciousness and willingness to listen. As was mentioned in a previous posting, my faith is Avast has been restored.
I won't be posting again as I think we are now officially done, but I do want to say thank you for all who have helped. It's people such as yourselves who remind me that Avast is a good product (the anti-virus), with good support such as Adam, David, Michael, Schmidthouse (sp?), etc. As was mentioned in a previous posting, if ever I run into trouble again, I will come to this forum rather than phone for help.
Kind Regards,
Pamela :-*
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I don't work for avast. But David and Riley do. I am a volunteer.
Again, come back if you need any more help :)
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To Adam Riley.
Could you please do something with my problems at GrimeFighter ??
Her you have the info I send, after first having send the same in danish, with a response very quickly saying, that I had to send in english ... since then I get no response:
-----------------------------------------------------------------------------
To whom this may concern,
and are in a position to decide next step.
If you only are able to help costumers, if they don't write in danish,
could you then please explain to me:
How can you then send me my order receipt in danish ??
How can you run my products in danish ??
Beside that no one have told me, where your experts are located, so why
shouldn't I write in danish.
Maybe your informations to costumers could need an update.
If maybe you have an office in Denmark to connect with danish costumers,
why can't we then have a costumer service here as well ??
To my problems:
1.
This problem is, that your program 'Grime Fighter' are able to search my computer for failures,
but when it comes to fix these, with help from you 'expert team', I get a message saying:
"There seems to be problems with your internet connection, please connect with a cable to sort out this problem."
But I am already using a direct cable connection, and I am using a 30/30 GB fiber connection, so if this should not be good enough for you to work, then I don't see, how you can help others.
2.
Your program claims, that my router is open for traffic to my computer from the internet,
and you want me to trouble shoot my router.
I am not using my wireless router at the moment, so I can't see, how you can come to such a result ??
3,
When I try to play with on that trouble shooting, your experts finds a lot of wireless routers in my neighbourhood, but they don't find mine.
How come they don't find my router, when they tell me, they can see, I have a safety problem ??
If I am connected to the internet, and they don't find my router, why doesn't that tell these experts, that I might be connected in another way ??
4.
All of this have now done, that I don't want to use your expertise any longer, because I am not very convinced, that you know, what you are doing, so please tell me:
What do I have to do, to get my payment from the 12, of may back ??
I can't find 'GrimeFighter' anywhere on my computer, beside inside 'Avast Internet Security', and under that there are no place to uninstall, and neither are there under my map 'Avast' in the main journal, so:
How do I uninstall Avast GrimeFighter again ??
I would actually prefer to cut the connection to you all the way, but I have so far been satisfied with your program 'Avast Internet Security' ... so that will continue from my side ... but I am really not impressed of the way, you in such a short time have been able to mess up so much.
Everything about problems with 'GrimeFighter' is kept very secret
Here you have the informations of mine and yours agreement:
Order-id: 9872502062
Order date: 12. may 2015
Product SKU-nr.: GMF-00-001-12-MR
Product name: Avast GrimeFighter - 1 PC, 1 year
Amount ordered: 1
Price: 239,20 DKK
Subtotal: 289,20 DKK
Sale: -50,00 DKK
Tax: 59,80 DKK
Total price: 299,00 DKK
I am sorry, it has come to this, but I am not confident with your handling of my computer, so I expect you to return my payment to my account, since I have only used this product since the 13. of may 2015.
Please consider, that I am an elder man at 62, without the great experience in computers, I just use them, I don't fix things in them ... that has to be up to other people.
Have a great weekend, even though it now is weekend, and you might see this later,
greetings from a frustrated elderly, but not yet burned out, man from Denmark, who hope,
you can sit yourself in my situation in these much to IT controlled times.
Finn Zeigermann
Esbjerg N
Denmark
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Therefor I would like to have you, Adam Riley, to speed up the process,
so I can get my refund back on my account soon ... please.
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First of all, it is not smart to post in a thread that is not posted in for about a year.
You should have started your own.
How can you then send me my order receipt in danish ??
avast didn't send it to you. That was Nexway or Digital River. They handle payments for avast.
How can you run my products in danish ??
avast is using a tool to translate their software to other languages.
Beside that no one have told me, where your experts are located, so why shouldn't I write in danish.
It doesn't matter where someone is located to give support. Don't forget the internet is worldwide. You can see the supported languages on the ticket page. (left top corner)
1]
GrimeFighter is not compatible with all hardware. avast is constantly working on adding more hardware support.
2]
It doesn't matter if you use WiFi or Cable, the router can still be accessible from the outside.
3]
No net work found and no router found are two different things.
4]
As has been explained really a lot of times already, you need to submit a ticket.
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I have already send this to 'Digital River' through a 'Submit a ticket' ... nothing happens ... :'(
... Ticket ID: #YEJ-304-70335 ...
Sorry I used an old tread, please bare over with me, I am a 62 year old guy, who are not that used to use forums.
I just found this tread during another answer.
Finn Z. - Esbjerg, Denmark.
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You need to send a support ticket to avast.
https://support.avast.com/
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I try to explain again.
I have already send this to Avast through this site:
- https://support.avast.com/Tickets/Ticket/View/YEJ-304-70335
- Submit a ticket support
- Paid subscription
- Avast for personal Computers
- Windows PC
- Avast Customers Service
- Refund request
- Filled out request form & send
From this I have heard nothing until now.