Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: REDACTED on May 04, 2015, 09:39:43 PM
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Avast internet security is utter rubbish, it's so bad I uninstalled after 6 Months losing half my subscription money and installed a proper antiviral (bitdefender).
I asked avast to fix the issues nothing, I asked for a refund nothing, now they have a cheek to email me asking to regain my trust by selling me their sh*t for half price!
A word of advice stay well clear of avast.
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Avast internet security is utter rubbish, it's so bad I uninstalled after 6 Months losing half my subscription money and installed a proper antiviral (bitdefender).
I asked avast to fix the issues nothing, I asked for a refund nothing, now they have a cheek to email me asking to regain my trust by selling me their sh*t for half price!
A word of advice stay well clear of avast.
Sorry you're not happy. It would have helped if you let the rest of us know what problems you had that made you think the product wasn't up to your specs.
I've used the free version since 2003 and have no regrets for choosing Avast.
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Why do/did you think it is rubbish ?
Why uninstalling it after 6 months and not earlier ?
How did you asked avast to fix things ?
What do you want to be fixed / what is broken ?
When / how did you asked for a refund ? If you did it after 30 days, you are not entitled for a refund.
My advise, provide details when posting something.
Now you sound like someone that drove his bicycle over spikes, nails, broken glass etc and says :
"I blame the tire manufacturer for my flat tire"
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I will be switching to Bit defender or another provider as well.
Support services for AVAST use dishonest tactics to frighten people into purchasing support services and refuse to grant full refunds. I called and asked for help reinstalling Avast premium that was wiped by an Avast automatic update. The initial tech provided no help, used scare tactics to tell me the security of my computer was severely compromised and showed me an event history that showed a windows update had failed and this was severely compromising my security. (Later, I looked at the Windows update log and after initial failure to install, windows updates were successful.... ) Then "Total Support" ran a junk removal program (no surprise some junk...), reinstalled the premier that I'd payed for that an AVAST automatic update had removed and then ran an Avast quick scan that came thru clean (as all prior Avast scans have done...) I was told by the Sales tech that my computer would run better if I bought the service, computer would boot faster, and my security would no longer be severely compromised..... (it never was compromised...)...
The FTC has cracked down on other companies for this kind of tactic see http://www.sitepronews.com/2015/03/13/bogus-tech-support-companies-targeted-ftc/ The quote from the article is on target with what the tech from Costa Rica did to scare me into purchasing "Total Support"
The salesperson would then launch into a scripted sales pitch while showing images of standard Windows screens (such as the Windows Event Viewer), citing them as proof that the computer is significantly damaged. After convincing the caller that their computer is in dire shape, the salesperson would proceed to pitch them security software
Attempts to get a full refund were futile.
(see this thread https://forum.avast.com/index.php?topic=168618.75 )
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Wow-- I just called my credit card company to contest the charges for the annual "Total Support"and the customer service rep told me they have had numerous complaints about this company This was a spontaneous, "oh yeah, we get A LOT of complaints about that company" comment..
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Support services for AVAST use dishonest tactics to frighten people into purchasing support services and refuse to grant full refunds. I called and asked for help reinstalling Avast premium that was wiped by an Avast automatic update. The initial tech provided no help, used scare tactics to tell me the security of my computer was severely compromised and showed me an event history that showed a windows update had failed and this was severely compromising my security. (Later, I looked at the Windows update log and after initial failure to install, windows updates were successful.... ) Then "Total Support" ran a junk removal program (no surprise some junk...), reinstalled the premier that I'd payed for that an AVAST automatic update had removed and then ran an Avast quick scan that came thru clean (as all prior Avast scans have done...) I was told by the Sales tech that my computer would run better if I bought the service, computer would boot faster, and my security would no longer be severely compromised..... (it never was compromised...)...
Report your experience to Vojta Nekvapil: nekvapil[at]avast.com (3rd Party Support Manager)
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Attempts to get a full refund were futile.
Hi again!
What's your ticket ID?
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HI
i had several ticket numbers, despite my describing the deceptive practices used to scam me into purchasing Total Tech support the techs I spoke to insisted that I had to pay because the technician ran the junk ware removal program on my computer and it showed junk...., reinstalled the premier that was wiped by the avast auto update and ran an avast quick scan. Every person I spoke to at so called customer service had "supervisory" powers, and you could not talk to anyone that actually had supervisory powers. So supposedly the 179 charge was reduced to 119. I did not want to agree to the 119 giving the type of scare tactics used but this was all that was offered...
When I looked at charges on my credit card , as there are reports all over the web about the company double charging and people having trouble getting them to remove charges I saw that the 179 charge was still listed. Listed as pending but still listed. I wanted to make sure that it was removed, given the reports I'd seen.
The credit card guy told me to contest both charges because he was aware of numerous reports against the company, with variations on what I described reported.
I am disgusted with this company. Avast should get a different service "support' company that does not use these tactics
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i had several ticket numbers
Than post them, so that moroni can look into it.
Greetz, Red.
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It was reported to Vojta Nekvapil: nekvapil[at]avast.com (3rd Party Support Manager) originally and that seems to be how I got put in the ticket line
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Ticket num Ticket ID: GPW-896-36254
Basically I was told repeatedly that I had spent time with the tech, that some junkware was found on computer, so I must pay a one time fee, despite the fact that all I called for was to get the premier reinstalled when the guy launched into tactics telling my computer was "SEVERELY compromised" etc etc
Every rep on the phone had "supervisory" powers.... it was a really frustrating experience as no one would acknowledge the problem with the type of scare tactics used to frighten me.
I told them I did not want the annual contract as I did not trust them given the scare tactics used to get me to purchase tech support.
And, based on what I was told about this companies tactics by the credit card company, they are not to be trusted!!
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We hear a lot of complaints concerning the third party support. Most complaints are about their "hard sell" tactics.
The best help can be found right here on the forums and it's free. Please keep in mind we are volunteer user and do not
work for nor are we paid by avast.
Please contact Vojta Nekvapil via his email pointed out above. Make sure you include your ticket numbers so he
can track them down.
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Reported to Moderator. Let's see if that gets you some help.
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Ticket num Ticket ID: GPW-896-36254
Hey anjou111,
Your ticket was created yesterday afternoon, and today morning was requested a full investigation regarding your case. I believe that due to this you haven't been given yet a final response about it.
Please give us few days to complete the investigation and we'll get back to you :)
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I spoke with quite a few support people about the bills and the deceptive sales practices, all of whom claimed to have supervisory status when I asked to speak to a supervisor. Is EVERYONE a supervisor when you call the support line-- sure seems that way!! Everyone who happens to answer the phone has supervisor authority!! Probably 4 or 5 people told me they had supervisory status!!!
I was told yesterday that I would be billed $119. Given that all these people supposedly were supervisors, why wasn't I handed to the person who you say is reconsidering this?
I certainly hope it is being reconsidered and that deceptive sales tactics are stopped... I suspect I am just a somewhat noisy tip of the iceberg given that the person I spoke to at my credit card company was aware of numerous disputes and problems with this company.
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Attempts to get a full refund were futile.
You didn't even submitted a ticket.
Only after moroni asked you for the ticket ID, you created one.
There is no need to post the same thing over and over again.
avast is handling your ticket, just have patience.
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Wow-- I just called my credit card company to contest the charges for the annual "Total Support"and the customer service rep told me they have had numerous complaints about this company This was a spontaneous, "oh yeah, we get A LOT of complaints about that company" comment..
Dear Anjou,
I apologize for your unsatisfactory experience with Avast support service.
Be assured we escalate every issue to responsible manager at the call center who then coach individual agent. We don´t hesitate to dismiss an agent if necessary.
Thank you
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Dear Anjou,
I apologize for your unsatisfactory experience with Avast support service.
Be assured we escalate every issue to responsible manager at the call center who then coach individual agent. We don´t hesitate to dismiss an agent if necessary.
Thank you
I am very unsatisfied with the AVAST support service and nothing was ever escalated-- it appears your companies policy is to dupe customers into purchases (using techniques described in this article-- http://www.sitepronews.com/2015/03/13/bogus-tech-support-companies-targeted-ftc/ ) and then refuse refunds under any circumstances
As noted, my credit card co indicated that they have had numerous complaints about you guys.
I recommend folks read these before ever contacting AVAST Support. Given that Avast contracts with you guys, I will be switching anti-virus programs I have told several friends about your tactics and they also will drop Avast as their anti-virus program.
http://boardreader.com/thread/TOTAL_SUPPORT_63tbsgX3m0a.html
http://www.sitepronews.com/2015/03/13/bogus-tech-support-companies-targeted-ftc/
http://www.ripoffreport.com/reports/specific_search/AVAST
http://avast-software.pissedconsumer.com/
http://www.ripoffreport.com/r/Avast-Total-Support/internet/Avast-Total-Support-Avast-Avast-Total-Support-wont-give-refund-under-any-circumstances-I-1208410
https://forum.avast.com/index.php?topic=164008.0#msg1168891
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I am very unsatisfied with the AVAST support service and nothing was ever escalated
How can you be "unsatisfied" if up till yesterday you hadn't contacted Avast but only the third party support. ???
I'd consider the response you've received from Avast as very fast once you actually contacted them.
Please give them a chance to at least address you complaint before you accuse them of not escalating your issues.
I understand your frustrations but they can't be solved unless you allow someone to actually help you. :)
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I was contacted regarding the ticket and told to call +1 866-951-7679 opt 2, then opt 2 again, which apparently is the number of the support company. When I told them that I'd been scammed into purchasing total support and that I did not want the year contract. they agreed to refund me for the year contract but only if I paid $119. because a tech spent time on my computer removed junkware, reinstalled my AVAST premium and ran an AVAST quick scan.....
Really??????... I would like that 119. refunded.
An Avast update knocked my subscription back to free. I was scammed into the transfer to the US tech rather than simply being told how to reinstall the premium and now I have to pay $119., way more than the actual year subscription to premium for the 3 months that I have left. This is wrong...
On the AVAST web page it says FREE 24-7 phone support. This obviously was not FREE!! All I wanted was help reinstalling and there is no use repeating how I was scammed into believing my computer was "SEVERELY COMPROMISED"
The tickets don't seem to go to Avast but rather the contracted support company.
How does one get to talk to a actual Avast person, rather than this horrid support company????
PLEASE ADVISE!!!!
Quote from: DavidR on May 04, 2015, 05:15:43 PM
@ moroni
What is the significance of the op2 after the telephone number ?
I ask this because that is the same number for the standard 3rd party support, whom many have had issues with trying to sell them a support contract. Previously I thought it was mentioned that they couldn't handle refunds, so there would be little point in calling them.
+1 866-951-7679 is the number for Avast Total Support. Option 1 is for support, option 2 is for billing (only for Avast Total Support billing enquires, including refunds for ATS, they can't handle other Avast products refunds)
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You submitted a ticket to avast, now you need to have patience.
It will be handled and things will get solved.
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obviously, I am not alone in my frustration!!
http://reviews.gethuman.com/complaints/Avast/
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I wonder how other A/V software vendors do compared to avast when it comes to
billing practices and similar? Perception is everything, and the perception is avast
could do better, frankly.
What's the deal with the third party support?
Almost everybody feels ripped off, or subjected to high pressure tactics, but it remains
and avast condones it. Feel sorry for the novice user.
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Yes, and I am confused as to why Eddy says I should be patient, I already got a response to the ticket that was unsatisfactory, and then a customer satisfaction survey (uh, guess how I rated satisfaction) maybe an hour or so before Eddy told me to be patient???
So, I have now submitted another ticket, and sent snail mail letters to AVAST explaining what happened to me, and asking that my $119 be refunded.
Do I need to write the FTC and tell them that AVAST customer support is using the same tactics companies where cited for in this article?????
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See reply's #6, #13, #15, #16 and #20
As has been explained many times before,
each time you submit a new ticket/change a existing one you will be put back to the bottom of the stack.
As people from avast has clearly said to you, they are working on it.
That is why you need to have patience.
It is not like they have a magic wand, wave with it and everything is solved.
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As I said, i received a customer satisfaction survey to rate how satisfied I was with how my ticket was handled.
I completed the satisfaction survey, and then submitted another ticket as I assumed that I was sent a customer satisfaction survey because the powers that be believed my ticket was handled.
It was not handled to my satisfaction, so I resubmitted another ticket..
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Oh, and for the record, this last ticket is the only ticket that I submitted for myself-- evidently two tickets were submitted on my behalf by one or two people from this board trying to be helpful (or to shut me up). My posts were copied into the first two tickets by someone other than myself. As I saw that these tickets had been submitted, I did not submit one until someone responded to a ticket..... the response I got was less than satisfactory, and I said so on the customer satisfaction survey I received. I then submitted a third ticket as it seemed that the customer satisfaction survey indicated that someone thought the situation was resolved.
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Dave-- Thank you for your on target comment!!
I wonder how other A/V software vendors do compared to avast when it comes to
billing practices and similar? Perception is everything, and the perception is avast
could do better, frankly.
What's the deal with the third party support?
Almost everybody feels ripped off, or subjected to high pressure tactics, but it remains
and avast condones it. Feel sorry for the novice user.
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Oh, and for the record, this last ticket is the only ticket that I submitted for myself-- evidently two tickets were submitted on my behalf by one or two people from this board trying to be helpful (or to shut me up). My posts were copied into the first two tickets by someone other than myself. As I saw that these tickets had been submitted, I did not submit one until someone responded to a ticket..... the response I got was less than satisfactory, and I said so on the customer satisfaction survey I received. I then submitted a third ticket as it seemed that the customer satisfaction survey indicated that someone thought the situation was resolved.
We may alert a Moderator to help a user. No one submits tickets on your behalf. Submitting a ticket requires information that only you have. :)
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2 tickets were submitted on my behalf-- I don't know how or who did them. I did get emails that tickets had been submitted and the tickets submitted included copies of my posts here. I gave Moroni the ID of one of those tickets.
I just spent time this afternoon trying to figure out the ticket system after I got the customer satisfaction survey, never used it before.....
the first two tickets are a mystery then...
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Excellent review of AVASTs current customer service here (although according to this help with installation is free--which was not true in my case as obnoxious, fraudulent upselling techniques were employed )
http://www.pcantivirusreviews.com/Reviews/avast/Internet-Security-Software/
Technical Support: 50%
Avast's technical support department is a big let-down for us. For an otherwise good product, Avast really misses the mark when it comes to support.
On the surface, their support page looks really good. There's a searchable knowledgebase, forum link, support ticket link, and even a prominent phone number to call.
But then things get murky. Fast.
If you want to submit a support ticket from the user interface, you're forced to walk through several selections (with an annoying pop-up, no less) just to be allowed to ask your question.
After submitting, it says you'll get a response in a few days--even if you label your question, "critical."
We're not talking about recipe software here, we're talking about security software. You need to be able to rely on the manufacturer to help you when you need it. The lack of clarity and transparency here is no good.
If you opt to call them, there's a whole host of new problems to deal with.
First, the rep we talked to said they have support centers in the Czech Republic as well as the US. We ourselves were always routed to Costa Rica, no doubt because of the similarity of time zones.
While it's true they will give you "free" support for minor issues like installation help, configuration, etc., that's where the free part of the equation ends.
If you have a virus infection, you're going to need to pay a one-time fee of $119 for them to remove it (or $179 for a year's worth of service). This is the highest one-time fee of any manufacturer this year.
Aside from our own experience with their technical support, we've had numerous complaints from readers this year that fell into two categories:
that Avast hasn't always fully removed viruses even after paying the fee.
that they've been given a "hard sell" to try to up-sell them to the yearly service.
Yuck.
It's a serious ding in an otherwise good Internet Security suite.
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Dave R Above post shows how one reviewer rates avast tech support compared to others. Again, as you say, one wonders why AVAST condones these behaviors
I wonder how other A/V software vendors do compared to avast when it comes to
billing practices and similar? Perception is everything, and the perception is avast
could do better, frankly.
What's the deal with the third party support?
Almost everybody feels ripped off, or subjected to high pressure tactics, but it remains
and avast condones it. Feel sorry for the novice user.
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Dave R-- see the comparison with others here
http://www.pcantivirusreviews.com/Comparison/ where AVAST tech support is rated "Poor" compared to others
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Why are you addressing David R when I don't see any replies from him ???
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oh sorry, wrong Dave, I was responding to this Davexnet
Offline davexnet
Sr. Member
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Posts: 326
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Re: Garbage
« Reply #22 on: Yesterday at 11:19:43 PM »
Quote
I wonder how other A/V software vendors do compared to avast when it comes to
billing practices and similar? Perception is everything, and the perception is avast
could do better, frankly.
What's the deal with the third party support?
Almost everybody feels ripped off, or subjected to high pressure tactics, but it remains
and avast condones it. Feel sorry for the novice user.
Report to moderator Logged
AMD64 4200 X2, 2.2GHZ, 2GB RAM, EVGA 8600GT, XP Pro, Vista Ultimate, PCLinuxOS 2013
avast! 2014 Free, MBAM free.
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Interesting that on the same list provided, Bit Defender is also rated "Poor" in technical support.
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I wonder if they use Digital River???
My situation with Avast did not end to my satisfaction, no admission of the fraudulent upselling or cancellation of charges due to the scamming done by the initial call to "free" support in Costa Rica...
Contining to research who I will be changing to -- It will not be Avast. Nor would I ever recommend Avast to anyone.
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I wonder if they use Digital River???
My situation with Avast did not end to my satisfaction, no admission of the fraudulent upselling or cancellation of charges due to the scamming done by the initial call to "free" support in Costa Rica...
Contining to research who I will be changing to -- It will not be Avast. Nor would I ever recommend Avast to anyone.
I totally agree that your experience with the third party support and Digital River leave a lot to be desired and a bad taste in anyone's mouth.
Consider choosing your protection for it's effectiveness in actual usage situations. Not base on some laboratory testing results.
I've been protected by the free version of Avast since 2003. The only time I've used AIS is when I earned a free license to it through referrals.
IMHO, Avast still offers the best protection at a price everyone can afford, FREE. :)
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I have had good protection from Avast for many years and currently have premium. I will no longer use AVAST because of their "support"
When I called for help to reinstall my Avast Premium when it was knocked back to Avast Free, I was scammed into purchasing "Total Support" by a "tech" in Costa Rica making fraudulent claims that my computer was severely compromised (. I was frightened and purchased it, later realizing that I'd been scammed-- a friend who knows computers laughed when I told him the sorts of things that I was told to make me believe my computer was compromised and he said "oh boy were you ever scammed".
Avast did agree to drop the 179.00 charge for "Total Support" but, refused to acknowledge to fraudulent upselling techniques employed and insisted that I pay 119. for a one time service.... I have tried to no avail to have them drop this charge.
Complaints regarding this type of behavior by Avast's support are all over the web. Avast must condone the behavior of Digital River as they have done nothing to change the situation. Does Digital River pay Avast a percentage of the support contracts they sell? I wonder if that is the case, since Avast does nothing to stop the behavior despite countless complaints on the web.
I will not continue to use a company that claims to have free computer support, at least for installation (which is all I called for), and then scams folks into believing their computer is severely compromised...
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anjou there is no reason at all to pollute this webboard with the same thing over and over again.