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Consumer Products => Avast Cleanup => Topic started by: REDACTED on July 12, 2015, 11:05:09 PM

Title: Grimefighter about to refund My money BUT have also stopped my Internet security
Post by: REDACTED on July 12, 2015, 11:05:09 PM

we have 2 licences for 2 years due to expire may 2017.
   a week,or so ago, I decided to get GF , bought 3 licenses ( 2pcs) but it would not download, kept going round in a loop, tried  6 or 7 times till I got fed up with it all. I then took a look at this forum to see if anyone else had problems, and my gosh!yes, seems like all of you are having a bad time. the post that determined my decision was the one that said it was rubbish.
I sent a ticket to avast, explained the problem and requested my money back. After a few emails with support, I got an email telling me refund on its  way. so far so good you may say!! BUT BUT I have now received an email from support telling me this : (copied and pasted)

"Your payment will soon be returned back to your account.
Please note that as a result of your refund, your Avast GrimeFighter - 3 users, 1 year license had been disabled,  which, with regret, will stop your avast! antivirus from being updated.
The only way to rectify this issue is to purchase another license key.

We strongly recommend that you obtain alternative protection as a matter of urgency
to protect your computer from current and future virus / malware threats."

How bad is this?? has anyone else had this problem. I am about to send an email to avast asking  whether they have the right to REMOVE a programme that has been fully paid for and isnt due to expire until May 2017 . my guess is that they do not .. is this so???? Why on earth should I have to forfeit my avast Internet security licence just because I asked for a refund for a product that I decided I didn't want. Surely this is my prerogative .
I paid  my money for GF in good faith but after reading bad reports decided not to go ahead and I removed it from my PC via control centre etc..

I wait to hear,

Title: Re: Grimefighter about to refund My money BUT have also stopped my Internet security
Post by: schmidthouse on July 12, 2015, 11:32:40 PM

Snip>"Your payment will soon be returned back to your account.
Please note that as a result of your refund, your Avast GrimeFighter - 3 users, 1 year license had been disabled,  which, with regret, will stop your avast! antivirus from being updated.
The only way to rectify this issue is to purchase another license key.

We strongly recommend that you obtain alternative protection as a matter of urgency
to protect your computer from current and future virus / malware threats."



I have not heard of or read anything like this and would expect this to be misinformation.
The anti virus license file is separate from a Grimefighter purchase and should not/is not effected by any decision regarding Grimefighter.
I will draw attention to this topic for further investigation/clarification.

Title: Re: Grimefighter about to refund My money BUT have also stopped my Internet security
Post by: Eddy on July 13, 2015, 12:54:25 AM

Think it would be helpful to post the ticket number here.

Title: Re: Grimefighter about to refund My money BUT have also stopped my Internet security
Post by: REDACTED on July 13, 2015, 01:28:58 AM

hi,
I received an automated email telling me that my antivirus is stopped. I have checked my avast account and I do not have any security..

"Refund confirmation for avast order #10930310862 of Avast GrimeFighter - 3 users, 1 year
--- This is an automated message, please do not reply. ---
sent to me from Sales@avast.com

but the ticket number regarding my conversations with support is:
VIEW TICKET: #GJI-462-73504
GRIMEFIGHTER - ABB TO GF
CREATED: 03 JULY 2015 17:10
UPDATED: 12 JULY 2015 23:16

I sent a message to this ticket number also telling them that my antivirus had been stopped. My husband then received an auto message (he is the account holder who bought the licences ) 
"From: noreply@avast.com
Date: 12 July 2015 21:22:29 BST
To: xxxxxx
Subject: Customer queries contact instructions
Dear customer,

Thank you for contacting us via our contact center.
Please submit a ticket on https://support.avast.com/Tickets/Submit for any customer service and sales queries.
Our customer care team will contact you within two business days.
Thank you
Avast Support Team"


so they must have also deleted my email address !??  It's getting stranger and stranger

hoping you can help. I can't get my head round the fact why my antivirus should be stopped just because I didn't want to use Grimefighter after having paid for it.  I wonder how long I will have to wait for the refund though. but that will probably be another story...
I don't know who you are or what you do, but if you can get to the bottom of this it would be good..
in the meantime, I am not sure whether to send a new ticket to sales to explain all this again..  if I do, it will only end up being Chinese whispers  and then nobody will know what on earth is going on

thanks and wait to hear

Title: Re: Grimefighter about to refund My money BUT have also stopped my Internet security
Post by: schmidthouse on July 13, 2015, 04:44:37 PM

Please be patient.

You have submitted a ticket. If you submit another ticket OR modify(add too) an existing one, it will only lengthen the time of Resolution.
The process can take  7-10 Business days to resolve. :)

Title: Re: Grimefighter about to refund My money BUT have also stopped my Internet security
Post by: REDACTED on July 13, 2015, 08:03:14 PM

Thanks for your message.
I have today received a reply to my last message to support, telling me all is back to normal.

you guys have obviously been talking to various people/ departments  {probably Sales } about why Avast sales would send out emails to clients saying that their Avast Internert subscription is cancelled and that another licence needs to be bought, because they cancelled their GF subscription

I have been advised by support that all is working and confirms that my licence is due for renewal May 2017. He also advised me that the refund has gone through and asked if I have received it yet.  I checked my CC statement and at the time of writing nothing has been credited yet. I will send a message to my guy in support when it does.

In the meantime, thank you to both you and Eddy for your understanding and help, but it may be a wise idea to inform the person in the Sales dept who sent me the email telling me that my Internet Security  subscription had been cancelled and that I had to buy a new licence { when we all knew this not to be the case at all!!}   that it was a huge error on their part  and I have to say that it stressed me out big time.  Let's hope they've learnt a lesson not to give clients a heart attack!!

I also read the post about 'Clean Up' the new name for GF.. and if it's all the same to you, I will check this forum from time to time to see how it's all going...and if people are actually happy with it and that it does what it says on the tin.. Once bitten and all that!!

regards  to you

Title: Re: Grimefighter about to refund My money BUT have also stopped my Internet security
Post by: REDACTED on July 13, 2015, 08:20:52 PM

Forgot to say...  Eddy, I feel sure you are a really nice guy, but...... I have to say, your avatar is pretty scary to look at.. any chance you can make that  Marine, or whatever he is, smile please?? I'm sure it would make all of us with an Avast problem feel so much better. 

Title: Re: Grimefighter about to refund My money BUT have also stopped my Internet security
Post by: schmidthouse on July 13, 2015, 08:23:26 PM

You're welcome
Glad to see all is as it should be ;)