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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: tylerruss3683 on May 03, 2017, 12:08:44 AM

Title: Twelve Days, and no Refund.
Post by: tylerruss3683 on May 03, 2017, 12:08:44 AM
I requested a refund for Internet Security as it was charged to my account after deactivating auto-renewal, but have yet to hear back from the company. This was twelve days ago, and I'm starting to wonder what's going on with it.
My order number is 38904634600.
My ticket number is 788898.

Can anyone help me here?
Title: Re: Twelve Days, and no Refund.
Post by: Pondus on May 03, 2017, 12:17:53 AM
PM sendt avast team, check back tomorrow     ;)

Title: Re: Twelve Days, and no Refund.
Post by: tylerruss3683 on May 05, 2017, 09:38:31 PM
PM sendt avast team, check back tomorrow     ;)
Appreciated. I still haven't heard anything, though.
Title: Re: Twelve Days, and no Refund.
Post by: Pondus on May 05, 2017, 09:51:25 PM
PM sendt avast team, check back tomorrow     ;)
Appreciated. I still haven't heard anything, though.
Not good    :-X

Have repeated it

Title: Re: Twelve Days, and no Refund.
Post by: tylerruss3683 on May 05, 2017, 10:35:12 PM
PM sendt avast team, check back tomorrow     ;)
Appreciated. I still haven't heard anything, though.
Not good    :-X

Have repeated it
So, what would that mean?
Title: Re: Twelve Days, and no Refund.
Post by: Pondus on May 05, 2017, 10:44:39 PM
PM sendt avast team, check back tomorrow     ;)
Appreciated. I still haven't heard anything, though.
Not good    :-X

Have repeated it
So, what would that mean?
I have again notified @Moroni from avast team


Title: Re: Twelve Days, and no Refund.
Post by: Rednose on May 05, 2017, 10:58:05 PM
I have put it forward on Avast's internal communication as well.

Greetz, Red.
Title: Re: Twelve Days, and no Refund.
Post by: Eddy on May 06, 2017, 09:10:20 AM
Handling time of tickets has really gotten out of hand. >:(
Title: Re: Twelve Days, and no Refund.
Post by: Asyn on May 06, 2017, 11:01:00 AM
Handling time of tickets has really gotten out of hand. >:(
+1 :(
Title: Re: Twelve Days, and no Refund.
Post by: tylerruss3683 on May 07, 2017, 08:30:27 PM
Greetings, all.
I appreciate all the support I've received from the community so far.
It's been another two days, and still nothing, sadly.
 :'(
Title: Re: Twelve Days, and no Refund.
Post by: Eddy on May 07, 2017, 09:31:57 PM
Sorry to hear that, but all we can do is trying to get avast pay attention to your ticket/request.

About two years ago handling tickets was really horrible.
14 days or more or no response at all.
Moroni took over things and things really improved a lot.
Almost all tickets where handled in 1-3 business days.
Sure, with the major blooper avast made with the way they introduced the SafeZone browser to the users of the free version, I can imagine the stack of tickets grew a lot in a very short time.
But soon the handling was back to within a normal/acceptable time.

Since +/- 3 months the waiting time increased a lot and I really mean a lot !
All that avast is saying is "due to the increase of tickets it will take us longer to handle them" without mentioning a estimated time or telling what has caused the increase of tickets.

It would not surprise me at all if it has to do with the "screw-ups" in the latest versions/(micro) fixes.

It is already not possible anymore for users of the free product to create a ticket.
Really sad to see basically doesn't give any support anymore to them and it is especially sad that avast never told they would stop giving support through the ticket system. >:(