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Other => General Topics => Topic started by: conniereed@windstream.net on August 02, 2014, 04:27:38 PM

Title: Unable to connect to Avast Quick Connect technical support
Post by: conniereed@windstream.net on August 02, 2014, 04:27:38 PM
I am unable to connect to Avast's Quick Connect technical support to report a problem. With 2 attempts, I was told to connect to the internet and try again, but I was connected to the internet at the time. 
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: bob3160 on August 02, 2014, 04:31:21 PM
Whats Avast Quick Connect ???
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: conniereed@windstream.net on August 02, 2014, 04:43:39 PM
A technical support program I purchased from Avast (separate from Avast Premier anti-virus) that provides "Total Support - 1 PC - 1 Year." For online remote assistance, there is an icon on which to click entitled "Quick Connect."
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: bob3160 on August 02, 2014, 04:54:31 PM
Support for which version of avast! ???
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Eddy on August 02, 2014, 04:54:49 PM
Are you sure it is from avast and not from a third party?
Can you give us the link to quick connect on the avast website ?
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: conniereed@windstream.net on August 02, 2014, 06:18:46 PM
My version is Avast Premier. The order confirmation for the technical support is from avast@digitalriver.com and shown at the bottom of the order confirmation are the words, "Best regards, AVAST Software Customer support - avast.com/support" I purchased it while on the telephone with Avast support at a hefty cost of $179.99 for the one-year service. I've used the service once, and I seem to recall seeing the word "Bomgar" as possibly being the remote service provider. Don't know if this is relevant but Quick Connect Properties, under the Shortcut tab, shows the Target as C:\Program Files (X 86)\Tific\Tific Client G1\Tific.exe”/DEFLANG “English”/SERVER.avast.tific.com/LINK Start QC/HTTPS/ONLINECHECK/S
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Eddy on August 02, 2014, 06:53:45 PM
Ah, there we go.
That is not from avast, but a third party and what they do is taking your money, but not giving any service at all.

How I know this?
1) avast doesn't have phone support. That is the third party.
2) The $179 which is way to much for 1 year "support"
3) Quick connect is not from avast.

My advise:
Try to get your money back and use this webboard if you require help. It is free.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 03, 2014, 06:56:15 PM
This is an interesting thread.

I have just paid $179.99 for 1 year Avast Tech support.  The weblink was Avast.  The people I spoke with said they were Avast.

I have an email confirming the purchase and a phone number to use.  When I use that number it says it is Avast.

I see that the confirmation email is avast@digitalriver.com .. is this not Avast???

In fact ALL the links in the email are to avast.com sections.

Whoever it was they got inside my PC and removed a Ransomeware bug.

I look forward to seeing your response to the above.

Thanks.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Michael (alan1998) on November 03, 2014, 09:05:27 PM
Ransomware isn't overly difficult to remove. I was removing that 2-3 years ago (I'm 16 now).

The people you've dealt with, are NOT avast!, and I've linked Riley (Avast! 3rd Party Support Manager) too this thread to deal with the situation.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 03, 2014, 09:15:50 PM
Hi Michael (alan)

Good to read your post.  This danged ransomeware had been blocked by Avast/Malwarebytes previously but this time I was unable to Ctrl  Alt Del to get into Task Master to delete the URLs.  Also, I was unable to boot into Safe Mode with networking without the ransome page blocking further action. I downloaded, on my laptop, AVG rescue disk and Kaspersky rescue but neither 'found' the ransomware. The Avast Support I got from Avast.com website.... http://www.avast.com/en-gb/support    ..............   maybe you are right but I don't see how Avast.com can not be Avast?  Note that I am in the UK.
I would be happy to discuss this further with you off post (if that is allowed?) because something is strange about all this.  Everyone I spoke to on the phone stressed AVAST AVAST AVAST,
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 03, 2014, 10:02:16 PM
Ransomware isn't overly difficult to remove. I was removing that 2-3 years ago (I'm 16 now).

The people you've dealt with, are NOT avast!, and I've linked Riley (Avast! 3rd Party Support Manager) too this thread to deal with the situation.

Here is the web link .............  sure looks like Avast?

http://www.avast.com/en-gb/total-support
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: DavidR on November 04, 2014, 12:02:33 AM
Ransomware isn't overly difficult to remove. I was removing that 2-3 years ago (I'm 16 now).

The people you've dealt with, are NOT avast!, and I've linked Riley (Avast! 3rd Party Support Manager) too this thread to deal with the situation.

Adam Riley is no longer with avast.

Vojta Nekvapil - 3rd Party support Manager -  nekvapil (at) avast (dot) com
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: schmidthouse on November 04, 2014, 12:48:26 AM
Well reading this poses some new questions I Think.
I think the $179.00 is the common amount being quoted by users posting here'
The webpage for the 3rd Party support services contracted by Avast also quotes the $179.00
http://www.guruaid.com/antivirus/avast_support/avast_antivirus_help_support.php
 (http://www.guruaid.com/antivirus/avast_support/avast_antivirus_help_support.php)
however the assertions that the people being spoken to are referring to themselves as Avast then this is something changed.
I did not realize this service were referring to themselves as Avast?
Or am I missing something?
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: TerraX on November 04, 2014, 01:06:21 AM
I think the page is not officially in, my opinion...a little weird.

TerraX
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: bob3160 on November 04, 2014, 01:14:45 AM
Well reading this poses some new questions I Think.
I think the $179.00 is the common amount being quoted by users posting here'
The webpage for the 3rd Party support services contracted by Avast also quotes the $179.00
http://www.guruaid.com/antivirus/avast_support/avast_antivirus_help_support.php
 (http://www.guruaid.com/antivirus/avast_support/avast_antivirus_help_support.php)
however the assertions that the people being spoken to are referring to themselves as Avast then this is something changed.
I did not realize this service were referring to themselves as Avast?
Or am I missing something?
(http://www.screencast-o-matic.com/screenshots/u/Lh/1415060035246-62456.png)
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: TerraX on November 04, 2014, 01:16:45 AM
Thanks Bob :)

TerraX
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 04, 2014, 09:20:31 AM
Hello Evangelists.  It seems that something is missing from recent posts... some answers to:

do Avast use Digital River to manage payments on behalf of Avast Tech Support?

http://www.avast.com/en-gb/total-support..................  is this or is this not genuine Avast?

I feel that the answer to both is YES,  perhaps now an Evangelist can comment?

I know that Digital River are massive (in fact I am surprised that David Icke hasn't implicated them in world control www.davidicke.com) Microsoft, Kaspersky, Logitech (and no doubt Avast) are all 'clients'.  http://www.digitalriver.com/clients/

I look forward to comments, thanks.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Asyn on November 04, 2014, 09:24:54 AM
do Avast use Digital River to manage payments on behalf of Avast Tech Support?

http://www.avast.com/en-gb/total-support..................  is this or is this not genuine Avast?
Yes to both.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 04, 2014, 09:49:30 AM
Thanks Asyn.

So it seems EDDY and BOB3160 above have been unknowingly misleading with their posts.

Are you able to help me with a security query Asyn?
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Asyn on November 04, 2014, 09:52:10 AM
Are you able to help me with a security query Asyn?
Please start your own topic and post your logs there: https://forum.avast.com/index.php?action=post;board=4.0
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Michael (alan1998) on November 04, 2014, 12:31:38 PM
Hi Michael (alan)

Good to read your post.  This danged ransomeware had been blocked by Avast/Malwarebytes previously but this time I was unable to Ctrl  Alt Del to get into Task Master to delete the URLs.  Also, I was unable to boot into Safe Mode with networking without the ransome page blocking further action. I downloaded, on my laptop, AVG rescue disk and Kaspersky rescue but neither 'found' the ransomware. The Avast Support I got from Avast.com website.... http://www.avast.com/en-gb/support    ..............   maybe you are right but I don't see how Avast.com can not be Avast?  Note that I am in the UK.
I would be happy to discuss this further with you off post (if that is allowed?) because something is strange about all this.  Everyone I spoke to on the phone stressed AVAST AVAST AVAST,

Ransomware usually will block Safe Mode with Networking to avoid downloading and Installing AV/AM Products. I've yet to see it succesfully block SF w/ CMD though. (Once it's open type explorer.exe which will open your desktop). It's Standard that, it'll hide in your Appdata\Roaming folder or ProgramData.

Usually easy to find through the Registry (Run > regedit > HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run or HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Run)

Normally named randomly such as (ewjifnq) with the type of REG_SZ. It'll point to a file like most (such as C:\Users\XXX\Appdata\Roaming\ewjifnq.exe).

If you still have issues, follow Asyn's advice and go to the Malware & Virus section. Help is free from trusted experts from UNITE/AMF
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: bob3160 on November 04, 2014, 01:40:13 PM
Thanks Asyn.

So it seems EDDY and BOB3160 above have been unknowingly misleading with their posts.

Are you able to help me with a security query Asyn?
How is posting a screenshot misleading ???
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Michael (alan1998) on November 04, 2014, 02:47:15 PM
Ransomware isn't overly difficult to remove. I was removing that 2-3 years ago (I'm 16 now).

The people you've dealt with, are NOT avast!, and I've linked Riley (Avast! 3rd Party Support Manager) too this thread to deal with the situation.

Adam Riley is no longer with avast.

Vojta Nekvapil - 3rd Party support Manager -  nekvapil (at) avast (dot) com

OH..

Well then, I shall email him now lol
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 04, 2014, 03:25:19 PM

[/quote]
How is posting a screenshot misleading ???
[/quote]

Not meaning to rubbish you Bob .... I was referring more to EDDY but also to your question 'What is Avast Quick Connection?'  In fact this is mentioned when I dial into Avast Tech Support... anyone with Quick Connect can bypass the waiting time to get to a Techie.. your question suggested you were not fully up to date with what is available from Avast which surprised me given your many posts in these forums.  Maybe UK Support differs from universal support? but it's always US Techies that I speak with, all saying they are Avast. Apologies if I read more into that question than was appropriate.

For EDDY:  I'll mark his comments on next Post.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: bob3160 on November 04, 2014, 03:28:31 PM
For me, customer support is this forum. :)
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 04, 2014, 03:37:35 PM
EDDY comment above:

That is not from avast, but a third party and what they do is taking your money, but not giving any service at all.

How I know this?
1) avast doesn't have phone support. That is the third party.
2) The $179 which is way to much for 1 year "support"
3) Quick connect is not from avast.

.............................

I have had the same experience with Avast Technical Support as conniereed who started this thread, so found the EDDY post very confusing, even misleading as far as the info I have.  All info from this Avast webpage  http://www.avast.com/en-gb/total-support

The 'Avast' people I spoke with were Very Avast and seemingly did a good job.
First in selling me a $179.99 package for 1 year.
Second in apparently doing a good job in cleaning Ransomeware from my PC which was, or should have been, well protected.

Anyway, good to have found these forums. 
I will now go away and do as Michael and Asyn suggest, start a separate thread...
in fact I have:  Windows Security: malware & firewall, to use or not to use that is the question
ah but maybe it is not in the Virus and malware section.. I'll post there.

My thanks to all who have responded to my posts here.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: CraigB on November 04, 2014, 04:09:24 PM
I will now go away and do as Michael and Asyn suggest, start a separate thread...
in fact I have:  Windows Security: malware & firewall, to use or not to use that is the question
ah but maybe it is not in the Virus and malware section.. I'll post there.
The Virus and Malware section is for dealing with infected systems and not for routine questions which you should ask in this part of the forum in a new topic.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 04, 2014, 04:15:19 PM
Thanks CraigB I'll post in this section..... the story and my 3 current questions.

The title will be:   Virus and Malware.. after clean up of Ransomware... what next?
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: CraigB on November 04, 2014, 04:22:41 PM
Since you have already posted there with some issues that may need looking into you might as well leave it there rather than making numerous posts all over the forum.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: schmidthouse on November 04, 2014, 06:10:20 PM
do Avast use Digital River to manage payments on behalf of Avast Tech Support?

http://www.avast.com/en-gb/total-support..................  is this or is this not genuine Avast?
Yes to both.

I'm a bit confused.
Is it the case then, that Avast has dropped the 3rd. Party Support Technicians (known as guruaid) they were contracting and is now providing it's own support technicians.  ???
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: VojtaN on November 04, 2014, 09:20:24 PM
I am unable to connect to Avast's Quick Connect technical support to report a problem. With 2 attempts, I was told to connect to the internet and try again, but I was connected to the internet at the time.

Hello - quick connect is a remote tool which is used to connect to Total Support subscriber's computer. And it' s free of charge.
I requested our call center manager to call you.

Thank you and sorry for bad experience.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 04, 2014, 09:52:03 PM
Brilliant!! well done VijtaN ..

BUT why did it take Avast so long to get on to this... it was first posted August 2??

AND, is Total Support a truly Avast service or is it outsourced as all contributors so far have suggested?

http://www.avast.com/en-gb/total-support

I paid £129.99 to Avast@digitalriver.com and still ended up with a problem that had to be resolved by essexboy in the Virus & Malware forum..

see...    "Virus and Malware.. after clean up of Ransomware... what next? "

I feel that Avast Total Support has been misrepresented and actually did not fully resolve the problem... so what now? a fight for refund?


Otherwise.. my thanks to all contributors who have helped me arrive at a resolution of problems (I hope).
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Michael (alan1998) on November 04, 2014, 11:34:34 PM
1) Essexboy is highly trained and teaches Malware/Virus removal.
2) Phone/Live Tech's like DG are usually no more the basic technicians
3) Anything that requires paying, like virus removal, is usually a hoax. Any sites by AMF or UNITE are completely Free. (List Here (http://uniteagainstmalware.com/) for UNITE).
4) Total Support is NOT avast! but 3rd party support.

If you search in Avast! Forums the general reputation of these 3rd Party Support people, it's absolutely negative, I've yet to hear anything good about them and how they smear Avast!'s good rep.

Edit: I had a look at what Essex did for you, and as mentioned, they actually seemed to get (most) of it... Just some remnants luckily.

Thanks VojtaN for coming :)
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 05, 2014, 02:39:05 PM
i have just paid £129 to total support thinking i was paying avast and not some third party, i think i have been scammed, at no point was i told they were a third party, because if they were i wouldn't have paid, they were on my pc for about 4 hours, god knows what they have done,
After i paid i got a avast email telling me their was a problem with billing and they would have to put my money back in my account and for me to send my bank details, when i phoned up thinking they were avast, they said i should ignore the email, how did these people who sent the scam email have my details, do they have rogue workers at total support, is my pc now worse off than before.
Do i call FBI and tell them, if this is happening to lots of people then this is a big problem.
I have just paid £99 for 3 years avast premier, i have no problem with avast, but paying third parties calling themselves avast is fraud. i don't have the money or the experience to have my PC checked, i will contact digital river, if no help then the authorities.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Michael (alan1998) on November 05, 2014, 03:04:42 PM
woah woah. No need for the FBI too get involved. Avast! can deal with them easier. Few emails an your fine.

If you can chill for a little while, I will get votja back here to help you fully.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Michael (alan1998) on November 05, 2014, 03:09:50 PM
I don't have the money or the experience to have my PC checked.

Curious, what is your issue?

If it's the URL: Mal issue that's been sweeping around, help is free in the virus and worm section. Post there, if you believe you're infected.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 05, 2014, 03:49:11 PM
Hi Michael.  You say above....

4) Total Support is NOT avast! but 3rd party support.

So what do you, and Avast, think of this weblink?

http://www.avast.com/en-gb/total-support

This is what I and others signed up to after calling the number/s on that webpage.

Having followed your, Asyn's guidance and particulary essexboy's how-to-do-it guidance I think my PC is now cleaner than clean.



Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Michael (alan1998) on November 05, 2014, 03:55:19 PM
Unless something has changed recently, and Avast! has taken over the support, they aren't Avast!.

As for the advice, I find, usually, computers, moreso, store bought ones, and not customs, are usually filled with junkware. One might say, your computer is cleaner then when you bought it first :) At least, my school and Dell one is.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 05, 2014, 03:58:19 PM
A couple of weeks ago my computer started going funny, i phoned the company that supplied the computer, i get a computer because of my disabilities, the company that gives me my computer only has standard technicians, i phoned avast because it said my avast had a internet connection problem, next thing the guy is telling me my PC is got virus's everywhere, i got a bit scared, i have only been using a PC for about 2 years, i had to learn myself ,so i'm lower than basic user, i had to learn from you tube, now this guy saying i was in trouble your computer is going to crash, he said i had to pay £ 129,  seeing it was avast i didn't mind, as it goes i just paid yesterday for three years avast premiere, my problem isnt with avast its these people telling me they are avast when there not, after i paid the £129 i get a email from avast telling me there was a problem with my payment and for me to send my bank details so they could put the money back, i phoned the number and they said oh don't worry just ignore it, they weren't a bit put out at all, and the people who sent me the email how did they get my details, like i said i dont have a problem with avast or i wouldnt have got three years premier yesterday. I'm not rich as matter of fact i havent got a pot to piss in, so every penny counts,the only reason i'm worried is that i'm house bound and the computer is my lifeline. when these these people took over my computer for about 5 hours, since then i have had nothing but problems, i'm sorry i'm not as savvy as you i have had to learn to use pc late in life.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 05, 2014, 04:07:45 PM
Michael , i'm confused if you buying a product from some one claiming to be a company and in fact they are not isn't that fraud.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 05, 2014, 04:35:09 PM
Surely it must be possible to check whether on not www.avast.com (and extensions) are really Avast or not?

is VojtaN with Avast?


http://www.avast.com/en-gb/total-support

I attach a cut n paste of the email confirmation I received..... if that is NOT Avast then it certainly looks like it but it would be Fraud.

AVAST!!!! AVAST!!!!! where are you ???????????????  damn, these were supposed to be query marks.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: CraigB on November 05, 2014, 04:42:58 PM
VojtaN is an Avast team member as you can see by his avatar.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 05, 2014, 04:47:58 PM
team  member - employed by Avast? 

If so then he should be able to clarify whether or not Avast Total Support as featured here http://www.avast.com/en-gb/total-support is fully Avast.

We wait for you VojtaN.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 05, 2014, 04:49:21 PM
I have just phoned them up, and the lady who answered the phone that she was Avast, i told her there are  some confusion and they said the defiantly are Avast, can someone from Avast please explain.and the scam email asking for my bank details was from avast@digitalriver even though i payed with paypal, and when i phone up Avast total support they knew nothing about it and told me to take no notice, something not right.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: DavidR on November 05, 2014, 04:57:30 PM
VojtaN is an Avast team member as you can see by his avatar.

He is the "3rd Party Support Manager" - this implies that there is a 3rd party support outsourced by avast. Whilst it may not be avast, it is commissioned by avast and they have to take responsibility for it.


Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 05, 2014, 05:05:22 PM
How do you actually get to talk to someone from Avast.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: DavidR on November 05, 2014, 05:14:21 PM
Generally by submitting a support ticket  https://support.avast.com/Tickets/Submit and that can take up to 10 working days (not good) and you aren't talking but communicating.

Or use the on-line contact form, http://www.avast.com/contact-form.php?loadStyles (http://www.avast.com/contact-form.php?loadStyles).


Personally I would use this option - contact:
Third-party Support Manager, nekvapil (at) avast (dot) com as has requested info about 3rd party support issues, so if you have time to recount your experience (copy and paste your post give the link to this topic, etc.).
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Michael (alan1998) on November 05, 2014, 05:25:26 PM
I've emailed him already..
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 05, 2014, 05:29:11 PM
Thanks i just sent email, strange you can't call someone? you have avast saying there not Avast, there saying they are, sending scam emails on the back of Avast name, i'm going to try to sort it out with avast if not i'm going to authorities.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: DavidR on November 05, 2014, 05:29:59 PM
I've emailed him already..


My post and comment was directly for the person asking the question    jonnywill1661 as it is he that wants to talk/contact. Which he now has.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: schmidthouse on November 05, 2014, 05:31:41 PM
Unless something has changed recently, and Avast! has taken over the support, they aren't Avast!.

That was my question on the 29th. post AND there has been no definitive answer!!
This is not hard to verify by Avast however no response to the confusion obvious in this Thread.
WHat???
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 05, 2014, 06:15:25 PM
All this lack of clarity is very disappointing and is now not encouraging me to start using a Paid version of Avast, which I was just about to.

This thread has been running since conniereed started it on august 2nd.........

Unable to connect to Avast Quick Connect technical support
« on: August 02, 2014, 04:27:38 PM »

Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: schmidthouse on November 05, 2014, 06:18:40 PM
All this lack of clarity is very disappointing and is now not encouraging me to start using a Paid version of Avast, which I was just about to.

This thread has been running since conniereed started it on august 2nd.........

Unable to connect to Avast Quick Connect technical support
« on: August 02, 2014, 04:27:38 PM »

AGREED 100%
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 05, 2014, 09:07:06 PM
Why i'm i sending a email to avast complaining about total support , who Avast say they are not Avast, replying to my email.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Michael (alan1998) on November 05, 2014, 09:23:08 PM
who'd you email Jonny?

I got an answer back saying "Thank you, escalated" back from Vojta.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 05, 2014, 09:58:27 PM
I sent a email to  nekvapil [at] avast [dot] com and i got a reply from Sandra Richard | avast! Total Support Escalations – Customer Care | avast!,  i'm totally confused, avast said they are not part of avast, the person i spoke to said they are based in costa rica.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Michael (alan1998) on November 05, 2014, 11:28:03 PM
Basically, they're 3rd party. They aren't Avast!. If I were you, all your issues take here (https://forum.avast.com/?board=4.0) and ask for your refund.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 06, 2014, 01:16:03 AM
Thanks for taking the time and effort to help, it's much appreciated.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 06, 2014, 04:08:25 AM
can you help me.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: moroni on November 06, 2014, 07:08:06 AM
do Avast use Digital River to manage payments on behalf of Avast Tech Support?

http://www.avast.com/en-gb/total-support..................  is this or is this not genuine Avast?
Yes to both.

I'm a bit confused.
Is it the case then, that Avast has dropped the 3rd. Party Support Technicians (known as guruaid) they were contracting and is now providing it's own support technicians.  ???


I see you're really confused, as Avast have never had a contract with GuruAid. Where did you come with that idea from?  ???
We are aware that GuruAid announces themselves as "official Avast support", but that is not true, just as many other fake support pages that advise them as that.

Avast Total Support is the only official support provided by Avast. Even though the call center is not located in Avast HQ, they are indeed as DavidR said "a 3rd party support outsourced by avast. Whilst it may not be avast, it is commissioned by avast and they have to take responsibility for it". The same way I could say that when I called to Amazon the last week I didn't really talked to Amazon because their call center is in India and not in-house.

So jonnywill1661 and cridgejm, if you contacted Avast Total Support to the numbers indicated on the webpage (http://www.avast.com/en-us/total-support or http://www.avast.com/en-gb/total-support or for another country), you have indeed contacted the only Avast official phone support, and they are contracted by us to present themselves that way and to provide that service. For any issues with the call center please attempt first to contact them by phone directly or submit a ticket to us https://support.avast.com/Tickets/Submit

Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 06, 2014, 10:35:03 AM
OK , now i know the are officially used by Avast, is it normal to take over someone's computer for 5 hours, then for the next 3 days the computer the keep shutting down , losing Gmail account, keyboard and mouse not working for a whole day, then getting email from said company asking for bank details to pay money back that they said was a problem with billing, even though i used Paypal, when i phoned they said . i wasn't us, and not to worry about it, i told them it was from their company, they said just ignore it. have they got rogue agents? has anyone else sent bank details and lost savings, as Avast don't you want to know these things, they are trading on your name.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 06, 2014, 10:36:49 AM
Thanks for the info Moroni. 

I have submitted a Refund Claim Ticket at Customer Support.   I'll post updates here.

It's a pity to get into a fight with Avast and I hope it will not become one.

I have used Avast Free for several years and have now signed up for Avast Internet Security, 3 PCs, 2 years ..........so it's not that I want to throw mud on Avast.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 06, 2014, 10:48:41 AM
Posted by: jonnywill1661
« on: Today at 10:35:03 AM »

Jonny,   You are not wrong but it seems your PC has been in a mess after dealing with, supposedly, Avast Tech Support.  Supposedly?  YES supposedly because the way in which ATS has been set up nobody can really know who they are letting get into their PC and that has to be BAD (Avast take note).

So now what to do Jonny?   

FIRST:  Do exactly as moronic posted Today at 07:08:06 AM

For any issues with the call center please attempt first to contact them by phone directly or submit a ticket to us https://support.avast.com/Tickets/Submit

SECOND:  Start a Thread and I'm sure that somebody, if you are lucky essexboy, will help you get sorted.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Michael (alan1998) on November 06, 2014, 11:37:02 AM
can you help me.

Make a new thread as stated in cridje's thread, and post the needed logs. I will personally see to it, you get help from someone
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: schmidthouse on November 06, 2014, 06:36:04 PM
@ Moroni 
Avast Team  Jr. Member

Thanks for your time.
First I'd say it's obvious I'm not the only one confused. This has not been the only Thread on the "Avast Support" Confusion over the years
You ask where I got the idea, well from websites and adds you mentioned, all over the internet together with real time complaints here on the forum, again with no clarification (that I've read)
Till now as far as I know, this is the first relatively in depth explanation.

Having said that, I still fine it odd if not concerning that guruaid is allowed to do what it's doing with inpunity ???

Thank you for your time. :)

Edit: additional
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: polonus on November 06, 2014, 07:07:05 PM
Hi schmidthouse,

"Guruaid" is being run by "clowns" that already have been driven a lot of existing and potential customers away from a trustworthy av solution like avast software is. They are given the product a bad name and their scheme is balancing on being unethical. Users with support questions are best advised to shun this form of third party support.

polonus

Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: schmidthouse on November 06, 2014, 07:28:22 PM
Hi schmidthouse,

"Guruaid" is being run by "clowns" that already have been driven a lot of existing and potential customers away from a trustworthy av solution like avast software is. They are given the product a bad name and their scheme is balancing on being unethical. Users with support questions are best advised to shun this form of third party support.

polonus

Yes Pol, thanks I understand; as I have dealt with many posts on the forum. I've also looked into ' guruaid'
My question still remains, How is it this apparent 'fraud' by guruaid has been allowed to exist for so long.
Anyway, all users having issues now have a "CONFIRMED" Avast Phone Support  Number. ;D
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 06, 2014, 07:57:08 PM
Jesus christ, i only wanted help because i'm absolutely shite with computers, now it feels like i'm in the matrix. let me explain. i'm housebound and live on disability, and on top of that i live with my mother ( i'm over 50 ) remember the movie throw momma from the train, i was that soldier? because of me being housebound i was advised to take up a hobby, seeing rambling and flying kites were out of the picture my therapist adviced open university, where i could get a degree. seeing i was last at school 35 years ago and even at school i had the IQ of a flip flop, my therapist said they had special exceptions, like eric cartman in the special games, the open university supplied me with a computer and i got a tutor and next thing you know i'm learning about things i never thought i would like never mind understand IE ( 1st world war poet Wilfred Owen ). i passed with 57%, on to next module at the end of January. Then i had problems with Avast saying no internet connection, so i phoned them up, my head was spinning what they where saying , like nsa had put a full team to infiltrate my PC, so i paid £ 129, lets be honest here, i didn't have 129 vietnamese dong but i went to mum and paid, then just to make sure i was fully protected i asked my sister for £99 and got 3 years Avast premiere, thats when the real kakamundo hit the fan, PC crashed more times than a clown car, mouse and keyboard stop working, Gmail would'nt load, i was on the phone to total support every day, i only had 6 days, now i'm dragged into the matrix, jesus christ Avast how much money do you need, i only wanted phone support, oh , and i got a email asking for my bank details when i paid with Paypal, then they said they didn't send it, i really don't give a shiney shite my ilness trumps your pain in the ass any day, thanks to cridgejm for the email trying to help.








Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: VojtaN on November 06, 2014, 09:13:35 PM
Basically, they're 3rd party. They aren't Avast!. If I were you, all your issues take here (https://forum.avast.com/?board=4.0) and ask for your refund.

Hello Avast Total support is serviced by multiple avast contractors. It is whitelabeled service and agents are instructed to introduce themselves as Avast.
I will let double check this case as it seems that particular agent didn't follow the procedure.

Thank you for your note
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: Michael (alan1998) on November 06, 2014, 09:31:19 PM
Argh!, OK then, thanks for that tadbit of info Vojta. So, with Avast! intergrating Total Support, does that mean, people like Guru, will be more or less, nonexistent?
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: schmidthouse on November 06, 2014, 09:33:09 PM
Argh!, OK then, thanks for that tadbit of info Vojta. So, with Avast! intergrating Total Support, does that mean, people like Guru, will be more or less, nonexistent?

Snip> "Avast Total support is serviced by multiple avast contractors"

How would we ever know for sure?
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 06, 2014, 09:49:45 PM
Just spoke to my tutor , he says i'm allowed  total refund as it's only been 6 days, if i don't get any joy get in touch with trading standards, still no response about scam email asking for my bank details, what a shitty company, plus just sent email to paypal Items not received or a potential fraudulent seller, feel sick.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 06, 2014, 10:09:19 PM
Just sent Paypal email, wonder what they will do?
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 07, 2014, 12:57:25 AM
UPDATE:   
Avast Total Support rang from US and told me (in the UK), 'more support - yes... Refund.. No'. 

I explained that in the UK we have maybe different laws when one pays with credit card.  Visa are now disputing the charge on my behalf. 

It's such a pity that 'Avast' have allowed themselves to get into such a mess with this.  A simple.. 'OK we refund you' and I would not be posting this...   

Hopefully this will be quickly resolved by AVAST proper and we can all relax because the PRODUCT Avast is better than Avast Total Support.

WATCH THIS SPACE.

Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 07, 2014, 02:28:21 AM
iI have sent email to trading standards, and also to Paypal, if i still get no help or answers i will email the National Crime Agency - National Cyber Crime Unit, i got nothing to lose, i think they are taking the piss, me i have no beef with Avast, it's the other buffoons my headache is with, when i got the scam email that asked for my bank details, if they would have said , sorry it was a mistake ,ok, but to leave me hanging on the phone for half a hour and say it wasn't them  and for me to just ignore it, that's when the alarm bells started ring, and they still haven't had the decent to get in touch, i'm not really bothered know iv'e sent all the emails , lets see what they make of it, i would like to see were Paypal stand, do they know the firm there dealing with are refusing too refund money in the 30 day allowance, lets wait and see.  thanks for head up cridgejm.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: moroni on November 07, 2014, 08:13:12 AM
still no response about scam email asking for my bank details, what a shitty company, plus just sent email to paypal Items not received or a potential fraudulent seller, feel sick.

Hi jonnywill1661, could you please post the content of that email so I can tell you if it was really from Avast or not? It seems you're accusing us for something unrelated to Avast, or perhaps some misunderstood.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: moroni on November 07, 2014, 08:17:56 AM
@ Moroni 
Avast Team  Jr. Member

Thanks for your time.
First I'd say it's obvious I'm not the only one confused. This has not been the only Thread on the "Avast Support" Confusion over the years
You ask where I got the idea, well from websites and adds you mentioned, all over the internet together with real time complaints here on the forum, again with no clarification (that I've read)
Till now as far as I know, this is the first relatively in depth explanation.

Having said that, I still fine it odd if not concerning that guruaid is allowed to do what it's doing with inpunity ???

Thank you for your time. :)

Edit: additional

I think I get the point, but we even advise the service on the website (http://www.avast.com/total-support) and here on the forum (https://forum.avast.com/index.php?topic=111435.0)  :D

Regarding the ads on websites, there is nothing much we could do, unfortunately. At least GuruAid is not the first result when googling "avast phone support" anymore.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 07, 2014, 12:10:26 PM
Hey moroni, i have had nothing but trouble with that firm ,if you look at my comments i have said all along that i blame total support, some 3rd party tech firm in Costa Rica, on all your adds on google they say 30 day money back guaranteed, well if they do work for you then the 30 day money back is applicable, yes? and would i buy a three year Avast premiere with you if i thought you were responsible, but these people are trading off your name, if they do .
As for the email i was sent asking for my bank details its quite simple if they do work for you then you should be able to check on YOUR records, i'm not on here trying to extort money, Jesus Christ i paid you, i'm the customer, even the complete balls up with Avast total i still went to your site and bought 3 years of Avast premiere. when i had a problem i wanted to talk to you Avast, 

Thank you for ordering from AVAST Software s.r.o. through their authorized reseller, Digital River Inc., on 29 October 2014.

Your Order Information:
Order Number
Order Date: 29 October 2014


Product SKU                    Product Name                                  Qty Ordered  Amount
----------------------------------------------------------------------------------------------------
TTS-00-001-12                  Avast Total Support - 1 PC, 1 Year            1            £113.03





We regret to inform you, that we have not received your payment during the past 3 days, so that we have now cancelled this order.

If you have already sent payment we will initiate a refund of the amount transferred. You will receive another email containing a link where you can enter your bank information securely in order to receive your refund.

If you still want to complete your purchase we kindly ask you to place a new order.

If you have questions about your order, please visit: http://www.avast.com/find-order. You can login by using the email address from your order, and the password provided above.

Sincerely,
AVAST Software s.r.o. Customer Service
www.findmyorder.com

Please note: This email message was sent from a notification-only address that cannot accept incoming email. Please do not reply to .

When i phoned they said it wasn't them, the guy even checked on their computer and then told me to ignore it, i said some one trying to get my bank details and i paid with paypal, he said he didn't know any thing about this email,.



Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: jonnywill1661@gmail.com on November 07, 2014, 01:13:12 PM
Moroni, this is making me ill,   this is no way to run a company, i haven't slept properly for over a week, back on tablets, haven't had to take these tablets for last 12 months , one week with Avast total and i'm dropping them like m ms, can we have simple answer, yes they are with us so the 30 day money guarantee applies, no they are not with us and you been miss sold support , Moroni, come on.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: moroni on November 07, 2014, 04:53:01 PM
Hi again jonnywill1661. So this is what happened. When you purchased Avast Total Support (applies for any other product), by mistake were created two orders for the same product. As only one order was paid, the second one was cancelled as a duplicate/non-paid order. The email you received is pretty clear about it, ain't it? :) It says that the order was cancelled as we didn't receive the payment, and that in the case you indeed paid for it or your Paypal/Card was charged, the amount will be refunded to you. I see no scam nor suspicious content on it  ;)
I agree that it should have been handled better by the agent on the phone, but their access to our billing system is pretty restricted and they had no access to see the second order nor its cancellation.
About the refund policy, I am afraid that I don't know whether Avast Total Support is part of the 30-days refund policy or not. Note that this refund policy only applies to our products, as it is indicated on our EULA. Did you read the Terms and Conditions you accepted when purchased Avast Total Support? I should find the link to check it later.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on November 07, 2014, 05:49:07 PM
Hello Moroni,

First: I'd like to thank you for your clear and seemingly honest contributions to this thread.  It's just a pity that Avast had not picked up this problem when this thread was started on 2 August.

Second: I'm afraid I find it very disturbing that, if I read your comments correctly, Avast may now try to hide behind the cobweb of T&Cs of a sub-contractor that we, Avast users and believers, were tricked into signing up with. 

                          Tricked? Yes Tricked because THIS is Avast    http://www.avast.com/en-gb/total-support   and what we got was NOT Avast.

But again Moroni, thanks for your contributions.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on December 02, 2014, 08:11:31 PM
UPDATE:

As has been mentioned here already it is quite possible that some people who have paid for 'Avast' Technical Support may have had a 100% service.

AND it is clear that with all similar 'problem' purchases we only see the tip of the iceberg, there is no reason to believe that AVT is totally rubbish, it depends on the sub-contractor and the techie of the moment.

NO DOUBT their intention is to do a good job but when they fail they should act like any other responsible service and accept responsibility and accept that they should process a refund.

BUT what is TOTALLY CLEAR is that when AVT fails to fully clean a PC 'they' are not at all ready to entertain any request for refund.

My UK credit card company is pursuing a claim to reverse the transaction according to UK law.  I agreed a purchase; the 'product' did not deliver what was sold to me. Within 48hrs I claimed a refund at Avast Customer Care and ever since I've had calls from AVT who just want to say 'you will get no refund'... we'll see as UK law is maybe different from US law in this area.

The FACT that I was asked to tick a multi-page agreement while under pressure online with a sick PC will not stand up in the UK when checked by Trading Standards or a court of law.

The FACT that I was offered a one-time fix at $79 but was encouraged to go for 1 Year cover at $179 and am now not even offered a partial refund back to the one-time fix charge demonstrates what a rip-off bunch at least one of the non-Avast Technical Support operators can be.

The FACT that the real Avast continue to allow 'Avast' Technical Support to hide behind a ticked box online is a very poor statement of the ethics of today's Avast which is a vast pity.

Until recently Avast was a name that we could all rely on.

However, nowadays with Grimefighter and other kitsch that is plugged into Avast, plus the at-times poor performance of Avast contracted third parties who sell themselves as AVAST Technical support, the name of Avast starts to sink into the mire of software companies who try to expand too rapidly just to increase their turnover.. THIS IS BOUND TO LEAD TO THE DECLINE OF THE REPUTATION of AVAST as we have seen with other operators.

I now regret having additionally signed up for 2 years of Avast Internet Support as I no longer have any faith in Avast.

Me stupid?  Well, perhaps.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: bob3160 on December 02, 2014, 08:46:20 PM
Installing Avast gives you two options, Default and Custom.
If you use the custom install, you get to choose what you want installed and what you want to avoid.
Support also has choices. The forum is one of them. It's always free and always available.
Don't get me wrong, I would also like to see it back to the way things were 10 years ago but that's only wishful thinking.
Avast, in my opinion, is still an excellent product. If you use the free version, you're really getting a bargain.
If you're using the paid version, you're getting the convenience of having a lot of protection included within the product.
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: cridgejm@gmail.com on December 02, 2014, 10:25:33 PM
Sorry Bob, but what was the relevance of your comment to the recent posts on this thread? 

Are you simply making the good point that things only get worse or have I missed something (quite possible at my age).
Title: Re: Unable to connect to Avast Quick Connect technical support
Post by: bob3160 on December 02, 2014, 11:58:28 PM
Sorry Bob, but what was the relevance of your comment to the recent posts on this thread? 

Are you simply making the good point that things only get worse or have I missed something (quite possible at my age).
The point is very simple. Times have changed not only for the consumer but also for the businesses.
We the consumer need to become smarter and unfortunately less trusting to still get what we expect.