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Other => General Topics => Topic started by: paul.newark on September 18, 2014, 10:27:26 PM

Title: Submitted 7 tickets for refund
Post by: paul.newark on September 18, 2014, 10:27:26 PM
My firewall cannot be loaded, I have submitted 7 tickets for refund for product that doesn't work, I have received no replies.
Title: Re: Submitted 7 tickets for refund
Post by: Pondus on September 18, 2014, 10:35:13 PM
some users have tried several times to have you start your own topic so we could try solve this

so should we try?  ..... if you attach a diagnostic log, we may see what the problem is


i guess not, seems evrytime we reply you logout   ::)


avast contact info is here   http://www.avast.com/en-eu/contacts





Title: Re: Submitted 7 tickets for refund
Post by: paul.newark on September 19, 2014, 01:41:43 AM
I think you are missing the point, I have requested full refund from 5.9.14, I have installed another product, I do not require any further advice regarding Avast product
Title: Re: Submitted 7 tickets for refund
Post by: CraigB on September 19, 2014, 01:56:27 AM
Note that every time you open another ticket you are put to the back of the line again, once you open a ticket the next step is to be patient.
Title: Re: Submitted 7 tickets for refund
Post by: Pondus on September 19, 2014, 01:33:27 PM
I think you are missing the point, I have requested full refund from 5.9.14, I have installed another product, I do not require any further advice regarding Avast product
how could i miss it when this is the first time you give this info in the forum

Title: Re: Submitted 7 tickets for refund
Post by: paul.newark on September 20, 2014, 11:00:06 PM
I agree that although I have submitted 7 tickets (and received acknowledgement for them) I have not discussed within the 'forum' however, the facts remain regarding the firewall (I have followed previous advice to carry our repair and re-install) which will not install, therefore I request refund as per your conditions of purchase.
Title: Re: Submitted 7 tickets for refund
Post by: lukas.hasik on September 21, 2014, 09:39:38 AM
all support request (tickets) are resolved in FIFO order. I can see that you've received a reply to all of your requests although you approach actually generates a more load to our support engineers. Which in result mean that other users have to wait a bit longer. I couldn't resist to let you know the process (and thanks to CraigB to mentioning it as well).

Anyway, your request is being processed. Please, check your SPAM folder because sometimes our replies may end there.

I noticed that our support engineers are trying to help you to make the firewall work. I'll let them know to refund you instead of trying to help now.

thank you
Lukas
Title: Re: Submitted 7 tickets for refund
Post by: paul.newark on September 21, 2014, 11:20:49 PM
Thank you Lukas for your help, I look forward to my refund.
Title: Re: Submitted 7 tickets for refund
Post by: jenni393 on September 26, 2014, 04:13:36 PM
I have submitted 5 tickets to customer service for refund in a 2 week period.  One was finally answered asking me to explain problem and immediately replied - that was 3 days ago.  Worst customer service ever!
Title: Re: Submitted 7 tickets for refund
Post by: CraigB on September 26, 2014, 04:20:16 PM
I have submitted 5 tickets to customer service for refund in a 2 week period.  One was finally answered asking me to explain problem and immediately replied - that was 3 days ago.  Worst customer service ever!
If you read this topic then you would know why it took so long, submit one ticket and wait.

Each time you resend another ticket you are put at the back of the line again ::)
Title: Re: Submitted 7 tickets for refund
Post by: Eddy on September 26, 2014, 04:23:30 PM
Quote
Worst customer service ever!
No, just another user who doesn't have patience and doesn't know how things are working.
Title: Re: Submitted 7 tickets for refund
Post by: bob3160 on September 27, 2014, 10:27:34 PM
Quote
Worst customer service ever!
No, just another user who doesn't have patience and doesn't know how things are working.
The service does need to be speeded up. 3 weeks is a long time to wait for a refund acknowledgement. IMHO
Title: Re: Submitted 7 tickets for refund
Post by: schmidthouse on September 27, 2014, 10:39:18 PM
Quote
Worst customer service ever!
No, just another user who doesn't have patience and doesn't know how things are working.
The service does need to be speeded up. 3 weeks is a long time to wait for a refund acknowledgement. IMHO

Just to add, I think many have read the increased amount of negative feedback regarding 'poor customer service' and slow response(if any), and that was certainly not the case couple of years ago.
I have never waited 3 weeks for an online customer service response with any software; for resolution yes but not for an initial response to my submission
Combined with the other issues, lack of customer service can only have negative repercussions. :-\
Title: Re: Submitted 7 tickets for refund
Post by: bekdachema on September 29, 2014, 04:23:23 PM
19 days and no refund....it makes no sense about putting you to the back fo the queue because what if you are emailing about different things? For example, a complaint ticket that was promised to be answered within 48hrs and 5 days later....nothing. Worst company ever. AND there is no one to talk to!!!
Title: Re: Submitted 7 tickets for refund
Post by: Eddy on September 29, 2014, 04:31:17 PM
No one to talk too?
Come on, their phone number is on their website:
http://www.avast.com/contacts
Title: Re: Submitted 7 tickets for refund
Post by: lukas.hasik on September 30, 2014, 04:02:37 PM
19 days and no refund....it makes no sense about putting you to the back fo the queue because what if you are emailing about different things? For example, a complaint ticket that was promised to be answered within 48hrs and 5 days later....nothing. Worst company ever. AND there is no one to talk to!!!

it seems as quite unfortunate situation. We will have to something about it. We are answering ticket by ticket, we order the tickets by the last reply time. As I can see you added a comment to your ticket every day which caused the ticket to move to the bottom of our ticket queue. There is no simple solution for these cases.

However good message to bekdachema is that "We just canceled the order and launched the refund." I hope that you received this announcement yesterday. You should receive your money back asap - however please be aware that it may take up to 15 business days.

have a nice day!
Lukas
Title: Re: Submitted 7 tickets for refund
Post by: mike.marsh on October 07, 2014, 12:08:16 AM
I have also been waiting for a refund for nearly 30 days, and for you guys that reply saying that making a new ticket puts you to the bottom of the que is not acceptable. We add reply s to our tickets because not one of your staff can be bothered to make a single reply. I rent many servers ect and i always get a reply within 1-24 hrs for a company of your size i wonder what they are paying you for because you give the worst customer support i have ever come across.
Try having the decency to replying to our tickets and that will ensure we don't keep adding or making new tickets. >:( >:( >:( >:( :( :( :(

Mike Marsh


Title: Re: Submitted 7 tickets for refund
Post by: bob3160 on October 07, 2014, 12:22:34 AM
I have also been waiting for a refund for nearly 30 days, and for you guys that reply saying that making a new ticket puts you to the bottom of the que is not acceptable. We add reply s to our tickets because not one of your staff can be bothered to make a single reply. I rent many servers ect and i always get a reply within 1-24 hrs for a company of your size i wonder what they are paying you for because you give the worst customer support i have ever come across.
Try having the decency to replying to our tickets and that will ensure we don't keep adding or making new tickets. >:( >:( >:( >:( :( :( :(

Mike Marsh



I've alerted a moderator. Hopefully it will help.
Title: Re: Submitted 7 tickets for refund
Post by: Milos on October 07, 2014, 08:31:01 AM
I have also been waiting for a refund for nearly 30 days, and for you guys that reply saying that making a new ticket puts you to the bottom of the que is not acceptable. We add reply s to our tickets because not one of your staff can be bothered to make a single reply. I rent many servers ect and i always get a reply within 1-24 hrs for a company of your size i wonder what they are paying you for because you give the worst customer support i have ever come across.
Try having the decency to replying to our tickets and that will ensure we don't keep adding or making new tickets. >:( >:( >:( >:( :( :( :(

Mike Marsh
Hello,
it seems to be similar to: https://forum.avast.com/index.php?topic=154831.msg1129850#msg1129850

Milos
Title: Re: Submitted 7 tickets for refund
Post by: mike.marsh on October 10, 2014, 10:55:20 PM
At last i got a reply with a question, please read my tickets i have already stated what i wanted refunding.
I have replied to your message Nuno Rodrigo Sousa Pereira can you please give me a reply.

Cheers
Mike Marsh
Title: Re: Submitted 7 tickets for refund
Post by: schmidthouse on October 10, 2014, 11:18:30 PM
At last i got a reply with a question, please read my tickets i have already stated what i wanted refunding.
I have replied to your message Nuno Rodrigo Sousa Pereira can you please give me a reply.

Cheers
Mike Marsh

Who is this person "Nuno Rodrigo Sousa Pereira"??  ???


Title: Re: Submitted 7 tickets for refund
Post by: Eddy on October 11, 2014, 08:30:44 AM
https://www.facebook.com/AVG/posts/10151978542938663
Someone from AVG as it looks.
Title: Re: Submitted 7 tickets for refund
Post by: mike.marsh on October 11, 2014, 09:08:20 PM
This was the reply i got from your Customer Service Department

Hello Mike,

Thank you for contacting avast! software and please accept my apologies for the late reply. I've thoroughly examined our database and was able to find the following active subscriptions:

avast! Internet Security 3 users valid until Sep/14/2016
avast! SecureLine VPN 1 user valid until Sep/14/2015

Which of these products would you like to have refunded?

I look forward to hearing from you.



Best Regards,
Nuno Rodrigo Sousa Pereira
Customer Service Department

I hope this helps in getting my refund i have been trying to get a refund for nearly 1 month now, and i must admit it is getting pretty frustrating!!

Cheers
Mike Marsh
Title: Re: Submitted 7 tickets for refund
Post by: bob3160 on October 11, 2014, 10:16:05 PM
This was the reply i got from your Customer Service Department

Hello Mike,

Thank you for contacting avast! software and please accept my apologies for the late reply. I've thoroughly examined our database and was able to find the following active subscriptions:

avast! Internet Security 3 users valid until Sep/14/2016
avast! SecureLine VPN 1 user valid until Sep/14/2015

Which of these products would you like to have refunded?

I look forward to hearing from you.



Best Regards,
Nuno Rodrigo Sousa Pereira
Customer Service Department

I hope this helps in getting my refund i have been trying to get a refund for nearly 1 month now, and i must admit it is getting pretty frustrating!!

Cheers
Mike Marsh
You still haven't told them which refund you would like ? You apparently have 2 paid products.
Title: Re: Submitted 7 tickets for refund
Post by: mike.marsh on October 11, 2014, 11:33:25 PM
I sent them a reply 3 days ago asking for a refund on both products. I removed both products within 24 hours from my pc and this was nearly a month ago.
So all i want is a full refund on both products and i will be a happy chap again. :)

Mike Marsh.
Title: Re: Submitted 7 tickets for refund
Post by: NOT-MY-FAULT! on October 26, 2014, 05:11:11 PM
Hello Eddy,  your quote, following:


Quote
Quote
No one to talk too?
Come on, their phone number is on their website:
http://www.avast.com/contacts

The link you provided has no phone numbers listed. The only things offered are support tickets. Try clicking on the link you provided and see where it takes you.

I had similar problem, but mine was a refund. The only way I could actually make telephone contact was by walking down the street a few blocks to the bank that held my card, and presented them with the double billings. They in turn called Avast ( the bank must have the secret number? ), they then let me talk with someone from Avast and the refund was quickly resolved.

In my case, the guy I was talking to from Avast, gave me a phone number that I can call if I have anymore billing problems. You or anyone else can find this number, in this forum, under my complaint listed as "Billings." I don't know if the number works because I now have no reason to call it.

Thanks for your time.

Dan
Title: Re: Submitted 7 tickets for refund
Post by: n1k1 on November 11, 2014, 03:08:35 PM
I submitted a ticket for a refund several days ago and have finally found a way to check the status - which seems to be "received."

I paid by Paypal, but cancelled the order within a couple of hours because it wouldn't install properly, and Customer Support wanted another $179 to remotely "fix" my laptop so it would work. The laptop is 3 years old and not even worth that amount!

The money for the original order went straight away from my Paypal account, but then a day or so ago I got an email from Avast@digitalriver saying that they had received my order but hadn't received payment in 3 days so were cancelling my order. So where is my money? I have no product and no money. The order number was 10447131460. Sorry for hijacking the thread, but having found my way here I daren't lose the chance to actually communicate with someone from AVAST.
Title: Re: Submitted 7 tickets for refund
Post by: smolenl on November 26, 2014, 10:57:19 PM
Seems to be a familiar ring to refunds.  Made phone call times two, was told I would receive an email for a yes/no response to a refund request.  Guess what 22 days later and two submitted tickets with confirmation numbers that the tickets were received and still no refund.  Called again today, stated they will send an email out with a yes/mo response request for the refund but it will take 24 to 72 hours to receive.  I said okay but she states she does not have access to the request to the tickets submitted online for a refund request.  I AM GOING TO THE BANK TOO, to submit a request for return of my funds and sollowing up with the BBB. 
Title: Re: Submitted 7 tickets for refund
Post by: Eddy on November 27, 2014, 12:05:29 AM
smolenl,

as has been told, you can't call if you want a refund.
Sending multiple tickets/changing a existing one will put you back at the bottom of the stack and will only clutter the ticket system making it last longer for a response.
Title: Re: Submitted 7 tickets for refund
Post by: Richard135 on November 27, 2014, 04:03:03 PM
I would like my money refunded to me as soon as possible.  Please process this request immediately.  Thank you for your assistance.
Title: Re: Submitted 7 tickets for refund
Post by: DavidR on November 27, 2014, 04:08:48 PM
I would like my money refunded to me as soon as possible.  Please process this request immediately.  Thank you for your assistance.

Not being difficult but - With zero information contained in this post - not a support ticket ID, nothing, how is anyone to do that ?
Title: Re: Submitted 7 tickets for refund
Post by: gstrong663 on January 15, 2015, 10:24:07 AM
I'm also having trouble getting a refund. I updated my avast account myself but then avast also auto renewed my account as well so I have been charged twice. I've sent several tickets and complaints over the last three weeks and I haven't had any responses. The most recent ticket is 1589581-1421270400 and the account order I want a refund on is the auto renewal 193470148. Is there anyone that can help me please? 
Title: Re: Submitted 7 tickets for refund
Post by: CraigB on January 15, 2015, 10:28:22 AM
Once you've submitted a ticket you need to have patience, each time you re-submit a ticket you are put to the end of the waiting list.
Title: Re: Submitted 7 tickets for refund
Post by: gstrong663 on January 15, 2015, 11:44:58 AM
Difficult to be patient when it's urgent, I'm going to have to pay late fees on my credit card because customer service takes so long. If you Google 'avast refund' there are so many people who have never received their refunds, you can't blame people for becoming inpatient. £29.99 is a lot of money to some people. I don't feel being told to 'be patient' is a good enough response. I waited a week before resubmitting a new ticket, a week is far too long to wait for a resolution to something this urgent, but 3 weeks is unacceptable. I'm not being rude but just wondering if issues actually get resolved on this forum, I thought there would be avast support who would look into your issues, is that not the case? Thanks
Title: Re: Submitted 7 tickets for refund
Post by: CraigB on January 15, 2015, 12:35:17 PM
Though some of the refunds have taken more time than expected... everyone who submits a ticket will get their refund, I believe the estimated response period is 7 to 10 working days which is the same time frame put in place by many business structures.
Title: Re: Submitted 7 tickets for refund
Post by: lukas.hasik on January 15, 2015, 01:24:21 PM
I'm also having trouble getting a refund. I updated my avast account myself but then avast also auto renewed my account as well so I have been charged twice. I've sent several tickets and complaints over the last three weeks and I haven't had any responses. The most recent ticket is 1589581-1421270400 and the account order I want a refund on is the auto renewal 193470148. Is there anyone that can help me please?
1589581-1421270400 ticket went somewhere else not to avast... Anyway, we found your other refund requests.
Title: Re: Submitted 7 tickets for refund
Post by: Eddy on January 15, 2015, 01:31:12 PM
All people who are entitled to it will get their refund.
And yes, you need to have patience.
avast is trying to handle everything within 10 business days.
Unfortunately it is not always possible.
This has (amongst other things) to do with people who keep submitting tickets for the same thing multiple times.
With doing so are cluttering the ticket system and making the wait time for everyone longer than needed.

Do not send multiple tickets or change a existing one as that will put you back to the bottom of the stack.

Ofcourse you will find many post of people saying they did not get their refund in time!
The people who did receive it in time are not posting that.
If they all would post you will find the fast majority of posts saying they did get their money back in time.

Issues are resolved on this webboard, but refunds request must be made through the ticket system.
If (for whatever reason) you didn't get the refund in let us say within 21 days, you can mention it here.
Unless ofcourse you got a message saying you are not entitled for a refund.
Title: Re: Submitted 7 tickets for refund
Post by: mlf956 on January 24, 2015, 05:00:18 PM
I am waiting on a response to my tickets. I submitted three of them for the same reason.  Seeing from the response, submitting more than one ticket puts me at the bottom of the queue. My question is why? What happens to my first ticket? The website states requesting a refund is of high priority and a response will be in 24 hours. Advice to Avast.....it is very frustrasting to a consumer not being able to speak to someone live when a not getting a response online, especially when  Avast takes money out of my checking account to renew a subscriptoin on a laptop I no longer possess.  Sigh...this whole experience (trying to get refunded) has been a pain.....wish it was as easy as the auto renewal!!
Title: Re: Submitted 7 tickets for refund
Post by: georgewells on February 14, 2015, 01:25:57 AM
Where do I go to prepare a Ticket to get a Refund
Title: Re: Submitted 7 tickets for refund
Post by: Eddy on February 14, 2015, 01:38:35 AM
https://support.avast.com/
Title: Re: Submitted 7 tickets for refund
Post by: em88il on February 14, 2015, 07:14:57 PM
Same here: 2 tickets for refund, one 24 days ago (USO-214-59750), the second 2 days later (HOY-380-29380).
No sign it got where it should at all...
Title: Re: Submitted 7 tickets for refund
Post by: DavidR on February 14, 2015, 09:56:33 PM
Same here: 2 tickets for refund, one 24 days ago (USO-214-59750), the second 2 days later (HOY-380-29380).
No sign it got where it should at all...

I have tried to draw attention to your tickets IDs.
Title: Re: Submitted 7 tickets for refund
Post by: michael.powers03 on February 16, 2015, 03:08:07 AM
Hi,

I, too, am having problems with a refund I put in for grimefighter. I intially put in a request on Jan. 26th, but I still have not heard anything about it; that is now 15 business days and counting... Any help you can give me would be much appreciated. The original ticket ID number is:  XQP-199-33226. I also just sent in a second e-mail (and received a second ticket ID) minutes ago, but that one might have gone to a separate dept. That Ticket ID is #CIZ-698-38698. 

Thank you in advance for your help.
Title: Re: Submitted 7 tickets for refund
Post by: bob3160 on February 16, 2015, 02:56:12 PM
Hi,

I, too, am having problems with a refund I put in for grimefighter. I intially put in a request on Jan. 26th, but I still have not heard anything about it; that is now 15 business days and counting... Any help you can give me would be much appreciated. The original ticket ID number is:  XQP-199-33226. I also just sent in a second e-mail (and received a second ticket ID) minutes ago, but that one might have gone to a separate dept. That Ticket ID is #CIZ-698-38698. 

Thank you in advance for your help.
I've been told that this was solved 2 hrs ago. :)
Title: Re: Submitted 7 tickets for refund
Post by: szolkien on March 04, 2015, 12:23:34 PM
Hello. I too have a problem with my refund. I'd submit a ticket 11 days ago. I was given a message that my case is urgent and will be processed within 24 hours. Now it's been 11 days from ticket submission and still i don't have a clue about my case.I would appreciate any help with this issue. My ticket is: #MDQ-611-48631. Greets.
Title: Re: Submitted 7 tickets for refund
Post by: CraigB on March 04, 2015, 12:35:27 PM
Hello. I too have a problem with my refund. I'd submit a ticket 11 days ago. I was given a message that my case is urgent and will be processed within 24 hours. Now it's been 11 days from ticket submission and still i don't have a clue about my case.I would appreciate any help with this issue. My ticket is: #MDQ-611-48631. Greets.
@szolkien, I have reported it for you.
Title: Re: Submitted 7 tickets for refund
Post by: szolkien on March 04, 2015, 04:15:28 PM
Hello. I too have a problem with my refund. I'd submit a ticket 11 days ago. I was given a message that my case is urgent and will be processed within 24 hours. Now it's been 11 days from ticket submission and still i don't have a clue about my case.I would appreciate any help with this issue. My ticket is: #MDQ-611-48631. Greets.
@szolkien, I have reported it for you.
Thanks, I appreciate it.
Title: Re: Submitted 7 tickets for refund
Post by: lmroberts99 on March 05, 2015, 06:41:56 PM
What would be helpful is at least a notice that my ticket has been received, even if they are still a ways away from evaluating my claim...
Title: Re: Submitted 7 tickets for refund
Post by: DavidR on March 05, 2015, 07:27:20 PM
What would be helpful is at least a notice that my ticket has been received, even if they are still a ways away from evaluating my claim...

Many do get an notification, but then wait for some time - it is hard to determine why you didn't get a notification, intercepted by ISP spam filter, etc.

When did you submit the support ticket and what the ticket ID number is ?

Whatever you do don't submit multiple tickets as seen in this topic as it just clogs up the ticketing system and delays it more as it ends up at the back again (first in first out).
Title: Re: Submitted 7 tickets for refund
Post by: moroni on March 06, 2015, 08:26:13 AM
What would be helpful is at least a notice that my ticket has been received, even if they are still a ways away from evaluating my claim...

Hi lmroberts99!
Everybody gets a notification when places a ticket, indicating the ticket ID. If you didn't receive it, please check your Spam folder. It could also be that the ticket was not sent, or that an incorrect email address was indicated when raising the ticket.
Title: Re: Submitted 7 tickets for refund
Post by: Natasha11 on March 07, 2015, 07:10:35 AM
WGF-824-23360 can I get help with this?
Title: Re: Submitted 7 tickets for refund
Post by: bob3160 on March 07, 2015, 01:59:44 PM
WGF-824-23360 can I get help with this?
Reported. Hope it helps. :)
Title: Re: Submitted 7 tickets for refund
Post by: carolynkingsbury32 on March 10, 2015, 07:28:12 PM
submitted ticket 10 days ago still have not recieved a reply or my refund
ticket number is #TGM-192-69035
Title: Re: Submitted 7 tickets for refund
Post by: bob3160 on March 10, 2015, 08:21:04 PM
submitted ticket 10 days ago still have not recieved a reply or my refund
ticket number is #TGM-192-69035
Moderator alerted. Hope that gets you the help you're looking for. :)
Title: Re: Submitted 7 tickets for refund
Post by: Agnese3 on March 22, 2015, 08:51:11 PM
 :-[ I also would like to have help with refund for: GMF-00-001-12-MR or 13632641860 (don't really know which one you need to proceed)
Thank you!
Title: Re: Submitted 7 tickets for refund
Post by: Eddy on March 22, 2015, 08:58:35 PM
Both numbers don't look like a ticket number from avast.
Title: Re: Submitted 7 tickets for refund
Post by: Agnese3 on March 24, 2015, 11:01:03 PM
Unfortunately those are the closest thing that I could find. There is nothing else on e-mails that were sent to me, and I can't go to order portal - it shows "We are sorry, an unexpected error occurred processing your request. Please try again." And it happens every time  :(
Title: Re: Submitted 7 tickets for refund
Post by: Asyn on March 25, 2015, 06:38:50 AM
Submit a ticket: https://support.avast.com/Tickets/Submit
Title: Re: Submitted 7 tickets for refund
Post by: ryotbryant on April 07, 2015, 05:37:25 AM
Hello I received a response from AVAST indicating a refund in process. On the "My ticket page" the ticket shows, "On Hold". The representative said the refund will take a maximum of 15 business days. It has been slightly over 15 business days. Could someone look into this please?
Thanks

Ticket - #LUP-551-38677
Title: Re: Submitted 7 tickets for refund
Post by: CraigB on April 07, 2015, 08:03:14 AM
Hello I received a response from AVAST indicating a refund in process. On the "My ticket page" the ticket shows, "On Hold". The representative said the refund will take a maximum of 15 business days. It has been slightly over 15 business days. Could someone look into this please?
Thanks

Ticket - #LUP-551-38677
Reported
Title: Re: Submitted 7 tickets for refund
Post by: moroni on April 07, 2015, 03:38:18 PM
This topic was originally created on September 2014 and the OP has already got this issue solved. Please open a new thread if necessary.