Avast WEBforum
Other => General Topics => Topic started by: REDACTED on November 17, 2014, 12:06:23 AM
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Hello Avast. I am extremely dissapointed with your company and service. I have been trying to get a refund for over a month now. Ive opened up 6 different support tickets, NONE of which have been responded to. Ive called over the phone multiple times but since you have no customer support phone line that deals with refunds any more they wont help me. Agents have sent my tickets by email to your customer support team and still no answers, Ive spoken with multiple agents. The issue is that I was charged for the wrong item, youll notice on my accoutn I have 2 digital river year technical support packages at 179.99$ But why the hell would I need of them. I thought I was buying a second copy of avast premier over the phone when and an agent named vallory led me to believe that, now i have a second copy of digital rivers tech support at 179.99 which I CANT AFFORD 2 of.!!!!! and is usless to me. I was wrongfully billed 179.99$ USD and I want the refund back. apparently these kinds of issues are supposed to matter to your company but now Im even posting on your forum and i probabaly still wont recieve any help. If My issue is not responded to soon Im gonna flip, its been over a month and still no replies on anything. I need this refunded please. its causing negative balances in my accounts and causing me to be extremely unhappy with the support and service you provide, as of right now your customer support and support ticket center is 0 stars out of 5 and your whole company is 0 of 5 in my rating untill my refund is properly handled in the way it should be. with refund.
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Please contact nekvapil [at] avast [dot] com and relate to him in detail your experience.
You are not the first and probably not the last to complain.
It is a third party support firm hired by avast. It was not an official avast employee
you spoke with. In the future please come here for assistance. Please keep in mind
we don't work for nor are we paid by avast...we are volunteer users just like you.
Best of all our assistance is free and someone is here 24/7.
This third party support junk is getting old.
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Besides what Para-Noid said,
each time you send a new ticket/change a existing one, you will get back to the bottom of the stack as has been explained many times already.
Please use the search option before posting.
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thank you for your response. I apologize is if was rude Im just clearly frustrated having to bounce around to so many sectors to find the solution. I will follow your link
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How am I to contact nekvapil at avast.com?
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An Agent named Vallory did over the phone billing. I thought I was buying a second copy of avast premier. But I was billed 179.99$ USD for the year support of digital river. The problem is I already have a year of support that I purchased months back and I do not need a second copy. My original tickets sat for weeks with no reply before I started making more tickets. And the worst part is the agent told me they do refunds no problems and that I could call the number back. The day after you stopped offering the service for this type of phone support. Well now their are no agents over the phone in the customer support services of avast that handle refunds anymore and instead they direct me to avast support. I make ticket after ticket and have even had agents on avast support over the phone send emails for me with my ticket numbers attached to raise the priority. Still nothing has been done. I have no idea how to contact nekvapil.
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How am I to contact nekvapil at avast.com?
Via E-Mail, see Reply #1.
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How am I to contact nekvapil at avast.com?
By email.
edit: the "at" means "@"
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Ok as of now an email has been sent in a very polite manner describing the issue fully, support ticket ID.s agent names and all. I look forward to getting a response back from this refrence and I will keep people updated on the situation here unless a forum GM would prefer that I don't. But i have had multiple pvt messages now from my post with others that have a lot of interest in my situation so im going to keep updating this post until the issue has been resolved. Thanks for the help.
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I do sincerely hope you will get your situation resolved.
Please keep us informed. This could take some time before it's over.
Good luck!
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Still no response from any support tickets and no response from nekvapil.
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Give it some time. Support tickets can take 2-4 weeks to be addressed.
The third party support coordinator can be busy at times.
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Give it some time. Support tickets can take 2-4 weeks to be addressed.
<snip>
Where are you getting this 2-4 weeks from ?
It has been widely said that this can be up to 10 working days (2 weeks).
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Give it some time. Support tickets can take 2-4 weeks to be addressed.
<snip>
Where are you getting this 2-4 weeks from ?
It has been widely said that this can be up to 10 working days (2 weeks).
Hi David.
I read In one of the responses by a user in the GrimeFighter Sub Forum about his ticket response, he included a time frame given by the Support tech as "it could take up to 15 Buisness Days"
It's a long time regardless :)
Also Who/What is the " 3rd. party Support Coordinator" ???
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Too bloody long - if it is taking that long they need to devote more resources to get it to a much more reasonable time frame.
I don't know if the support ticketing system has a filtering system depending on the support requirement - be that a refund, which I feel needs an urgent response. But then again so do other support categories, GrimeFighter, etc. as they are paid product related, which could just as easily turn into a refund request.
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1) I prefer to over estimate to lessen the impact of a longer time frame.
Let's say you took you car to the shop and they said it would be a few days.
Then it ends up taking more than a week, how would you feel?
2) "Coordinator" is what hit me at the time. Otherwise I drew a blank.
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1) I prefer to over estimate to lessen the impact of a longer time frame.
Let's say you took you car to the shop and they said it would be a few days.
Then it ends up taking more than a week, how would you feel?
<snip>
1. over estimation far from lessening any impact of delay if it is shorter, doesn't stop the immediate 'what the hell 4 weeks' reaction - so I tend to stick with what is known and not any over estimation.,
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I agree with your statement that it's "too bloody long" but if you say it takes two weeks and then it
ends up taking three weeks or more how do you handle "I filed the ticket three weeks ago and still
no resolution?"
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But the disappointment is immediate when you give an over estimate, its that simple - they don't settle down to wait 4 weeks and and get a pleasant surprise after two weeks. Now all of a sudden they are going to be happy - that really isn't going to be the case.