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Consumer Products => Avast Account (my.avast.com) => Topic started by: REDACTED on June 29, 2016, 09:09:48 PM

Title: support ticket disappeared
Post by: REDACTED on June 29, 2016, 09:09:48 PM

Hi
yesterday I was contacting avast support, but now the support ticket URL disappeared. I got several blue screens because of the update to v.12.1.2272 (build 1.3076.0).
Also no one contacted me. To me this looks like putting me down on purpose.

Title: Re: support ticket disappeared
Post by: Eddy on June 29, 2016, 09:19:34 PM

Mention your ticket number here.

Title: Re: support ticket disappeared
Post by: REDACTED on June 29, 2016, 09:21:21 PM

What is the email adress of the avast support?

And why was my support ticket deleted? It took time to write the text and upload the bluescreen snapshot.
I'm about to uninstall avast...

Title: Re: support ticket disappeared
Post by: REDACTED on June 29, 2016, 09:21:52 PM

https://support.avast.com/support/tickets/389606

Title: Re: support ticket disappeared
Post by: Eddy on June 29, 2016, 09:24:35 PM

What makes you think it is deleted ?

avast support goes through the ticket system, there is no special email address for it.

Since it is only yesterday that you submitted the ticket, have some patience.

Title: Re: support ticket disappeared
Post by: REDACTED on June 29, 2016, 09:45:03 PM

ok thanks for your reply Eddy.
I thought it was deleted because a) I can't open that URL and b) because there was an answer field beneath my question where I was expecting an answer.

Title: Re: support ticket disappeared
Post by: Eddy on June 29, 2016, 09:53:18 PM

a)
It can be a temporary glitch.
Perhaps a kangaroo jumping on a internet cable somewhere ;D

b)
Normal response time is currently (roughly) 2 days.
It varies ofcourse, depending on
- how many people submit a ticket
- how many work they have to solve a problem
etc.

As I said, just have some patience.
Mention it here if you haven't gotten a reply let's say on next Friday.
I will get someone from avast to have a look at it than.

If you have gotten a reply, please also mention it here so I (and others) know that things are being handled.

Title: Re: support ticket disappeared
Post by: REDACTED on July 02, 2016, 08:02:19 PM

Hi Eddy

still I haven't gotten an answer. Also the link to the support ticket is dead.
How can the link disappear?
I still have avast deactivated and have no antivirus right now.
Can you please get someone from avast to have a look at my request? (I can post it again if necessary)
Thank you.

Title: Re: support ticket disappeared
Post by: Asyn on July 02, 2016, 08:06:17 PM

If needed, start a new ticket and post the ID here.

Title: Re: support ticket disappeared
Post by: REDACTED on July 02, 2016, 08:21:07 PM

if needed??
I wrote that I had to deactivate avast and I have no antivirus right now. I'm desperately waiting for an answer.
I created a new ticket now:
https://support.avast.com/support/tickets/396511
Please get someone from avast to have a look at my request.

Thank you.

Title: Re: support ticket disappeared
Post by: Asyn on July 02, 2016, 08:22:12 PM

OK, you should get a reply within two business days.
If not, let us know...

Title: Re: support ticket disappeared
Post by: REDACTED on July 02, 2016, 08:30:39 PM

the reason why the link was deleted could be because I changed my email adress shortly before. Could you please directly contact someone of avast before the new ticket also gets deleted so they can have a look at the ticket as soon as possible?
Thanks

Title: Re: support ticket disappeared
Post by: Asyn on July 02, 2016, 08:32:04 PM

Sorry, it's weekend, you've to wait a bit...