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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: jean65 on March 19, 2015, 05:55:22 PM

Title: E-mails from Avast to deceased client.
Post by: jean65 on March 19, 2015, 05:55:22 PM
I am putting this here in the hope someone can help me to stop these. My wife died at the back end of last year and I cancelled her antivirus after several attempts from Avast to try and get a subscription from her closed bank account. I have advised them of this over SEVEN times but do not even get the courtesy of a reply or acknowledgement. I continue to get regular e-mails addressed to her asking her to rejoin which I find distressing. The ticket support system is a farce and is just ignored. How do you get through to these people to get this stopped? Help please!
Is there a named senior Customer Services Manager who can be contacted direct about the inept failings of their staff?
Regards
Brian Smith
Title: Re: E-mails from Avast to deceased client.
Post by: Eddy on March 19, 2015, 06:00:07 PM
I've asked avast to look into it.
Someone from them should soon react to your post.
That is all I can do for you in this matter.
Title: Re: E-mails from Avast to deceased client.
Post by: jean65 on March 19, 2015, 06:02:29 PM
Thanks. I hope that they actually take action rather than just ignore it as they do through the ticket report system!
It would help if someone was prepared to take responsibility rather than hiding behind the non functioning support.
Title: Re: E-mails from Avast to deceased client.
Post by: DavidR on March 19, 2015, 06:26:59 PM
Thanks. I hope that they actually take action rather than just ignore it as they do through the ticket report system!
It would help if someone was prepared to take responsibility rather than hiding behind the non functioning support.


If you can post the support ticket ID number that will also help.
Title: Re: E-mails from Avast to deceased client.
Post by: dlp69 on March 19, 2015, 06:48:55 PM
If I read your post correctly, it appears you no longer have need of any business interaction with avast (no longer using avast, no longer being debited by avast, got everything credited, not going to rejoin etc.)...

Why not just block the email sender in your email account?
Title: Re: E-mails from Avast to deceased client.
Post by: jean65 on March 19, 2015, 07:02:42 PM
Yes I agree but why are Avast not capable of dealing with my request?

To answer an earlier reply two examples are:

LFG-948-18839 and MBM-190-47164

Note my last ticket comment has just been e-mailed twice to my late wifes address without any response or comment. Just compounding the shambles.
Title: Re: E-mails from Avast to deceased client.
Post by: DavidR on March 19, 2015, 07:17:14 PM
I have emailed an avast team member to look into this urgently.
Title: Re: E-mails from Avast to deceased client.
Post by: lakrsrool on March 19, 2015, 07:27:28 PM
jean65, condolences to you for your loss.  :'(
Title: Re: E-mails from Avast to deceased client.
Post by: jean65 on March 20, 2015, 01:05:15 PM
Thanks. Needless to say despite a number of assurances on here I have yet to receive any feedback or response from Avast although I do appear to be locked out of the customer satisfaction survey.
Title: Re: E-mails from Avast to deceased client.
Post by: Eddy on March 20, 2015, 01:12:54 PM
Well Jean,

just like you we are "only" users of avast and the only thing we can do is try to get attention from avast for you issue.
David and I did so, now it is up to avast to step in and solve things.

In the mean time, if there is anything else we can try to help you with let us know.
Title: Re: E-mails from Avast to deceased client.
Post by: dlp69 on March 20, 2015, 02:06:39 PM
Yes I agree but why are Avast not capable of dealing with my request?

I have yet to receive any feedback or response from Avast although I do appear to be locked out of the customer satisfaction survey.

Jean... life is too short to waste a single second on Avast's nonsense... you don't have any reason to hear back from them nor should you care.  Block them and never look back.
Title: Re: E-mails from Avast to deceased client.
Post by: jean65 on March 20, 2015, 03:50:14 PM
Agreed. Their loss as I was giving them the chance to do some customer relations but clearly they are not up to the job.
However interesting to find that although I have had no reply one of my support tickets has been deleted without action being taken.
They really are a bunch of clueless idiots.
Title: Re: E-mails from Avast to deceased client.
Post by: lakrsrool on March 20, 2015, 04:00:53 PM
jean65, at all times feel free to touch bases with us any time and I'm sure I can speak for all us Avast users when I say that we certainly wish you all the the best going forward and once again, we as a group extend to you our deepest sympathies as it is of course always so very painful losing a loved one.  If you do happen to get any resolution from Avast be sure and let us know.
Title: Re: E-mails from Avast to deceased client.
Post by: jean65 on March 20, 2015, 05:56:53 PM
Thanks will do but it looks unlikely. Appreciation of those who tried to help.
Title: Re: E-mails from Avast to deceased client.
Post by: lukas.hasik on March 20, 2015, 09:50:22 PM
Agreed. Their loss as I was giving them the chance to do some customer relations but clearly they are not up to the job.
However interesting to find that although I have had no reply one of my support tickets has been deleted without action being taken.
They really are a bunch of clueless idiots.

Jean, at first, I sorry for your lost.

Your ticket was resolved on 13.1.2015. Yes, there was a delay because of Xmas vacations in the team. However we cancelled the Auto-renewal immediatelly when we get to your complain in January. Is it possible that the message/confirmation is in your SPAM folder, it happens sometime.

Whole situation was summarized and explained again in the new ticket that you created recently. We apologize for inconvenience.
Title: Re: E-mails from Avast to deceased client.
Post by: jean65 on March 20, 2015, 11:27:20 PM
As you see from the above Avast have now resolved the situation and I have received FOUR other apologies from them. However as this has taken three months to get to this stage I am certain this conclusion would not have been reached without the assistance of this forum. My thanks once again to those involved.
Title: Re: E-mails from Avast to deceased client.
Post by: DavidR on March 21, 2015, 01:10:18 AM
You're welcome and my condolences on your loss.
Title: Re: E-mails from Avast to deceased client.
Post by: lukas.hasik on March 22, 2015, 02:11:37 PM
As you see from the above Avast have now resolved the situation and I have received FOUR other apologies from them. However as this has taken three months to get to this stage I am certain this conclusion would not have been reached without the assistance of this forum. My thanks once again to those involved.

Jean, we are really sorry about all the confusion. We are absolutely right! Without the forum involvement we wouldn't notice that case wasn't considered as resolved from your side. These forum guys are really awesome!
We (in avast support) thought that the case was resolved on January 13 however the confirmation message was lost somewhere. Thank you being so patient and reminding us again.

Title: Re: E-mails from Avast to deceased client.
Post by: Eddy on March 22, 2015, 02:21:40 PM
Jean,

I'm glad to hear it all is solved now.
Title: Re: E-mails from Avast to deceased client.
Post by: jean65 on March 24, 2015, 12:12:17 AM
I thought so too but today I have received three more e-mails addressed to my late wife. Not sure anyone in Customer Relations is up to the job as Carlos Borja assured me she had been blacklisted and no further communications would be received. Just a warning to Avast clients once they have your name you will be hounded even beyond the grave!
Title: Re: E-mails from Avast to deceased client.
Post by: Quiksilver on March 26, 2015, 05:02:36 PM
I thought so too but today I have received three more e-mails addressed to my late wife. Not sure anyone in Customer Relations is up to the job as Carlos Borja assured me she had been blacklisted and no further communications would be received. Just a warning to Avast clients once they have your name you will be hounded even beyond the grave!

Can you append or attach a sample of these emails? if they're coming from the ticketing system, then that's normal and expected. It is the nature of the beast when streamlining process to better assist everyone involved (automatic processes) it is quite possible that there are other orders still in the system that have not been blocked or blacklisted thus far.
Title: Re: E-mails from Avast to deceased client.
Post by: lakrsrool on March 26, 2015, 05:51:24 PM
Anything "automated" come often be quite slow.  I'm certain it will ultimately get resolved (at least I  would sure hope so).  :-\
Title: Re: E-mails from Avast to deceased client.
Post by: jean65 on April 19, 2015, 02:57:26 PM
Yet another e-mail to the account of my late wife again today. The idiots who run Avast must be the most crass cretins possible as I have now asked for these to be stopped several dozen times. My advice never ever buy or subscribe to anything from Avast or they will never ever leave you alone even in DEATH. A bunch of totally insensitive fools.
Title: Re: E-mails from Avast to deceased client.
Post by: Eddy on April 19, 2015, 03:07:40 PM
Jean,

I'm really sorry to hear that, but is it really from avast or from one of the companies that handle payments for avast ?
Digital River, NexWay ?
Title: Re: E-mails from Avast to deceased client.
Post by: jean65 on April 19, 2015, 05:27:15 PM
Who knows? Do they have no control over their agents then? I have had problems with Digital River elsewhere and also find them an inept organisation. Perhaps they deserve each other!
Title: Re: E-mails from Avast to deceased client.
Post by: jean65 on April 19, 2015, 05:33:18 PM
As an example my last complaint ticket has been e-mailed verbatim to myself and a copy also sent to my late wife I presume for her information! Bunch of hopeless fools.