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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: REDACTED on July 22, 2016, 03:59:38 AM

Title: Unable to get phone support without paying $180! Why after buying product?!
Post by: REDACTED on July 22, 2016, 03:59:38 AM

Hello,

I own (on a multiple year, multiple computer license) Avast Premier and am having a problem with connecting two computers.  When I turn off the Avast Firewall it works fine, but when I have Avast on, I can't do anything (e.g. even ping).

When I called Avast, I spoke to a Victor.  I told him I have a legal copy of Avast Premier for multiple computer for multiple years.  I also tell him about the issue.

Before asking my name and checking my account status, he tells me it will cost $180 to fix this Avast product!

WHEN WAS SERVICE NOT INCLUDED WITH THIS PRODUCT!??????????????????????????????????

I have two issues.  I can't get Avast to work and I can't get support I paid for!

Avast where are you?!

Bertram Moshier

UPDATE:  I forgot to mention:  I did try to go into Avast Firewall tools, but it says its connect to ... and no name ... and then tells me I need to restart.  I restarted several times and it still says to restart.

BTW, my license is valid through 2018.

This was all working fine until Microsoft update gave me 12 updates during the week of July 18, 2016.

Title: Re: Unable to get phone support without paying $180! Why after buying product?!
Post by: Asyn on July 22, 2016, 06:23:14 AM

Contact support: https://support.avast.com/support/tickets/new

PS: I also reported it for you.

Title: Re: Unable to get phone support without paying $180! Why after buying product?!
Post by: Eddy on July 22, 2016, 07:55:27 AM

Quote

I can't get Avast to work and I can't get support I paid for!

You don't pay for support, just for the subscription for avast.
Support for avast (no matter what product you are using) is free.

Already tried a repair of avast ?
Already performed a clean installation of avast ?

Title: Re: Unable to get phone support without paying $180! Why after buying product?!
Post by: lukas.hasik on July 22, 2016, 02:34:30 PM

Dear Bertram, I'm sorry about the confusion. The Total Support service that you've called is a paid phone support line. The agents should provide help for free for following issues - Installing your Avast, Configuring your Avast, Updating or uninstalling Avast. As stated at https://www.avast.com/total-support#products Anyway, if Victor haven't checked anything with you before offering the Total Support Premium then it's wrong approach. We'll check and coach him.

As mentioned by Eddy there is always our online support where you can submit a request. We'll do our best to get it resolved (for free).

Title: Re: Unable to get phone support without paying $180! Why after buying product?!
Post by: Eddy on July 22, 2016, 02:35:45 PM

It was Asyn that mentioned it ;)

Title: Re: Unable to get phone support without paying $180! Why after buying product?!
Post by: Asyn on July 22, 2016, 02:37:30 PM

Quote from: Eddy on July 22, 2016, 02:35:45 PM

It was Asyn that mentioned it ;)

Thanks Eddy. 8)

Title: Re: Unable to get phone support without paying $180! Why after buying product?!
Post by: lukas.hasik on July 26, 2016, 01:49:27 PM

I apologize to both - Eddy and Asyn... ;)

Lukas

Title: Re: Unable to get phone support without paying $180! Why after buying product?!
Post by: Asyn on July 27, 2016, 09:27:32 AM

NP Lukas. ;)

Cheers,
Asyn