Avast WEBforum
Consumer Products => Avast Mac Security => Topic started by: Mark937 on February 18, 2020, 01:27:43 PM
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Installed Avast Premium on 60 day trial, needed support as Core Shields will not load. Tried 0800 number, mess said call important to them but no answer. Unable to find any way to contact Avast. Tried to cancel subscription and will not work. Very bad service, will report to PayPal.
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Contact support: https://support.avast.com/contact
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Contact Sales: https://support.avast.com/contact
If you don't have an order # use 00000000 then explain your problem.
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Thanks for the help; where can you find this link on the website as I could not find anything which said email support?
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Thanks for the help; where can you find this link on the website as I could not find anything which said email support?
It is the Support Ticket system, which is effectively email based support.
Use the Menu function (from the link given by bob) to drill down to the problem you need help with, see attached images of the options.
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I am still unable to find that link anywhere on Avast's website. I have submitted a ticket yesterday afternoon and still have not had any contact; I'm thinking that there is no serious commitment to customer service and that Avast will try to take some money even if I end the subscription. How does Avast think they can run a business that can remain trading if they don't contact / support customers? Has anyone else had this issue?
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I am still unable to find that link anywhere on Avast's website. I have submitted a ticket yesterday afternoon and still have not had any contact; I'm thinking that there is no serious commitment to customer service and that Avast will try to take some money even if I end the subscription. How does Avast think they can run a business that can remain trading if they don't contact / support customers? Has anyone else had this issue?
David explained that to you. Please re-read his excellent explanation.
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OK got it now. Finally had contact from Avast apologising for delay, but they haven't noted that I'm a Mac (from my account details) user and are advising me as if I had a PC, still not impressed! Obviously haven't taken much care!
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OK got it now. Finally had contact from Avast apologising for delay, but they haven't noted that I'm a Mac (from my account details) user and are advising me as if I had a PC, still not impressed! Obviously haven't taken much care!
Did you click the Mac option ?
Not the Windows option in my attached image 2.
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Yes, clicked Mac option.
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Yes, clicked Mac option.
I'd suggest you get back to Avast (support) and explain your satisfaction to them.
It isn't something a user can help you with.
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Have now uninstalled, still have not heard anything else from Avast despite timely reply, very disappointed. Have unsubscribed (I think, it said this could take 24hrs!!!) but have received no confirmation of this. I really can't get my head around poor customer service in this day and age, :-\
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Post your Ticket-ID.
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Core Shields will not load, followed FAQ and still not loading. - 10135684=Ticket ID
Still no contact from "support"
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Core Shields will not load, followed FAQ and still not loading. - 10135684=Ticket ID
Still no contact from "support"
Submitted to Avast let's see if that helps.
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Thank you Bob. In response to my email:
"Dear Jovana, as I have heard nothing more from Avast I have uninstalled Premium Security and terminated my subscription. Please can you confirm that my Subscription is terminated and that no attempt to charge me will occur on 12th April. Thanks".
I received the following a short time ago:
"Dear Mark,
Thank you for your reply.
I sincerely apologize for the mistake, as I assumed that you have a Windows PC.
Please note that I have came to such conclusion since you have a subscription that is only compatible with Windows, and that is also the reason why you are not able to activate it on your Mac.
If you are still interested in using our product, you can check the below link, where you'll find a trial subscription which is compatible with Mac.
Additionally, the renewal price will be 40% off the full price for the first year.
40% off Avast Premium Security for Mac (60-day Trial)
I am truly sorry that I wasn't able to provide you a better support earlier, however I hope that the offer will meet your needs and that it will compensate the fact that I didn't check all the info.
Looking forward to hearing form you.
Hope you have a great day!
Kind regards,
Jovana,Avast Customer Care"
I find this response truly astonishing and replied as follows
"Dear Jovana,
my subscription ID was 13915557110 and was clearly for 1Mac so I do not know how you have come to the conclusion that I have a subscription that is for a PC. It proves to me that Avast do not know what they are doing.
Please will you confirm that my subscription is cancelled and that there will be no charge on 12th April as I requested in my previous email."
Anyone got any further comments?
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Only comment is that Avast should know if your subscription was for a Mac or a PC.
How you wound up with in incorrect subscription isn't anything I can answer.
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Quite right Bob...but they didn't.