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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: avastconspiracy on July 12, 2011, 07:46:52 PM

Title: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on July 12, 2011, 07:46:52 PM
Ok.  I just bought Avast 5 days ago on July 7th.  I used to use McAfee; but had read so many good things about Avast (in particular the various shields and sandbox features) so I decided to change.  I unsintalled Mcafee and install Avast.  Now, here is the problem:

I called the Avast/Iyogi support line.  I asked the person there to help me with resolving conflicts between my Windows defender/lingering Mcafee files (even after the uninstall) and they would not help me. 

At first, I told the support person what Dell told me:  there is a conflict between Windows defender and Avast antivirus.  The Iyogi person said, yes that is true, let me help you fix that.

Then, the Iyogi person remotely connected to my laptop, opened up my Event Viewer and showed me all these Errors and Warnings that he said would eventually lead to my laptop crashing due to conflicts (like the Windows Defender/Avast conflict) and other problems.  I got nervous and asked how to resolve the conflicts and he said, in so many words, "It'll only cost you $169 and we'll clean your computer".  Hmmm....

Well, I declined his offer.  And... he did not help me any further. 

I have two questions: 

1.)  How can I resolve the conflict between Windows Defender and Avast so that Avast doesn't encounter any problems operating.  I get this message from Windows that says "Windows did not find anti-virus software on this computer", so I'm assuming the conflict is real.  Also, the Iyogi showed me some remnants (???) of Mcafee in my registry.  I thought this was strange as I did a complete uninstall from my Control Panel/Uninstall A Program before I installed Avast.  The Iyogi person aslo suggested that Avast conflicts with PC Doctor. Is that correct?  In a word, what do I need to do to resolve these security software conflicts so that Avast works at 100%?

2.)  Is it right that Iyogi should not help me with this problem?  I would have thought that resolving conflicts between that prevent Avast from working properly would fall under the purview of Avast's support team.  I felt very disappointed that the support person wouldn't help me and instead wanted to sell me MORE support for $169.  Was I expecting too much?

3.) Is it normal to have 2000 errors and warnings in my event viewer?  Should I send my laptop to Dell (I have extended warranty) to get them to fix it?

Ok.  Sorry to be so long-winded.  But if you can help me, particularly with question #1, I'd appreciate it.

Thank you in advance
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: gonzogonzo on July 12, 2011, 08:09:14 PM
I am not a guru but i think, because i have negative experience,
that You, before of all, must uninstall McAfee (search with Google
or in McAfee site) with specific utility. Then reboot, clean Registry etc
with CCleaner, and see if there is again problem then search with Google like uninstall
Defender.
I have installed various antivirus suite and Your problem can be probably solved with quiet...
And remenbar use only Avast (i have used all suite but at end best compromise is Avast)! 
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: spg SCOTT on July 12, 2011, 08:24:56 PM
Hi, welcome to the forum :)

Quote
Then, the Iyogi person remotely connected to my laptop, opened up my Event Viewer and showed me all these Errors and Warnings that he said would eventually lead to my laptop crashing due to conflicts (like the Windows Defender/Avast conflict) and other problems.  I got nervous and asked how to resolve the conflicts and he said, in so many words, "It'll only cost you $169 and we'll clean your computer".  Hmmm....
This is disappointing...it sounds exactly like the microsoft scam that I hear about here in England, where people phone from Microsoft and say the same thing...(a scam basically) There will always be some form of error in event viewer, which is why the scam over here works so well on those that don't know...

On the subject of iYogi, there is a dedicated avast team member for issues etc.
If you have personal experience of this, then you should report it.
- Adam Riley, riley (at) avast (dot) com Avast Third-party Support Manager, has requested info about iYogi, so if you have time to recount your experience (copy and paste your post, etc.), give the link to this topic.

For your actual problem.

McAfee - How to uninstall or reinstall supported McAfee consumer products using the McAfee Consumer Products Removal tool (MCPR.exe) (http://service.mcafee.com/FAQDocument.aspx?id=TS100507)

Generally, avast wont conflict with Defender, I have it enabled on 2 machines.
The error that you mention sounds like the action center (WMI) has messed itself up a little.

What version of windows?


You could also try a repair of avast:
XP -> Start-->control panel-->add/remove programs -->avast antivirus --> click remove --> scroll down and click repair

Vista/7 -> Start -->control panel -->Programs -->uninstall a program -->avast! Antivirus -->Click 'Uninstall/Change -->Scroll down and click repair

Scott
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: CraigB on July 12, 2011, 08:26:20 PM
Ok lets start by you running the uninstaller for McAfee and any other av you might have used in the past from here http://thewebatom.net/uninstallers/security-software/, once you have run the tool for each av follow with a reboot after each, now download a fresh copy of avast and save if you didn't save your previous download.
Uninstall avast via programs and features reboot and run ccleaner, now your fine to reinstall avast.


Sorry SCOTT didn't see your post  :)
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on July 12, 2011, 09:01:19 PM
Gonzogonzo, spgScott and Craigb

Thank you for your welcome and also for you suggestions.


1.)  I have done what you suggested.  I did a repair of Avast and I also used the MCPR tool to uninstall McAfee.  

Question:  Do I also have to get rid of malwarebytes anti-malware?  I never run it, except the occasional scan --  and always in safe mode -- every couple of weeks.  I did this when I had Mcafee as an extra backup scanner.  Should I not follow this practice now that I have Avast and delete it completely also (even though I don't have it running, except in occasional safe mode scans?)?

2.) The CCleaner.  I have never used that before.  I have heard that there are dangers to cleaning the registry if you don't know what you're doing.  I'm not really that savvy, so I'd be a bit nervous.  Is it safe to simply download it and let it do its thing?  

3.) As for the Event Viewer errors and warnings.  So... does that mean I shouldn't worry at all?  There were like 2000+ warnings, errors, informations and stuff in the Event Viewer.  It looked scary...

4.)  Scott, you said that "Generally, avast wont conflict with Defender, I have it enabled on 2 machines. The error that you mention sounds like the action center (WMI) has messed itself up a little."  You are right, I see an error message in my action center that says "Windows did not find antivirus software on this computer."  Of course, I have Avast running, so this is what first alerted me to the possibility of a problem. When I called Dell, they told me there WAS a conflict between defender and avast.  They even suggested I turn defender off if I wanted Avast to run its' firewall unimpended.  That's when I decided to call Avast/Iyogi support (and experienced the above-described).  However, from what you're saying, Dell's info about there being a conflict between defender and Avast is incorrect, yes?

Thanks for all your help!
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: spg SCOTT on July 12, 2011, 09:10:53 PM
1.)  I have done what you suggested.  I did a repair of Avast and I also used the MCPR tool to uninstall McAfee.  

Question:  Do I also have to get rid of malwarebytes anti-malware?  I never run it, except the occasional scan --  and always in safe mode -- every couple of weeks.  I did this when I had Mcafee as an extra backup scanner.  Should I not follow this practice now that I have Avast and delete it completely also (even though I don't have it running, except in occasional safe mode scans?)?
Did it work? Is avast now recognised in the security center?

You can keep MalwareBytes if you want, it is designed to compliment AVs, and is often recommended here :)
The only thing I will say is that the scans can be done in a normal windows boot. (i.e. not safe mode) IIRC it works better that way.

Quote
2.) The CCleaner.  I have never used that before.  I have heard that there are dangers to cleaning the registry if you don't know what you're doing.  I'm not really that savvy, so I'd be a bit nervous.  Is it safe to simply download it and let it do its thing?  
I haven't used it in a while, so I will defer to someone else on that one. ;)
You have to be careful with the registry. I personally leave it alone. Not sure how effective the Reg cleaner bit of CCleaner is, since I have never used it.

Quote
3.) As for the Event Viewer errors and warnings.  So... does that mean I should worry?  There were like 2000+ warnings, errors, informations and stuff in the Event Viewer. It looked scary...
Errors are always going to be in the event viewer, not a problem. (click the image to enlarge - What I see in event viewer)

Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on July 12, 2011, 09:19:59 PM
Scott,

1.) Well, Avast is still not recognized in the security center. Maybe I think I'll try to uninstall Avast completely and reinstall.

2.) On the CC cleaner, ok, hopefully someone here knows. I'll also do some google research myself.

3.) On the Event Viewer.  Yep!  That's what mine looks like!  :)

4.) Any further thoughts on my #4 query, just above?

Thanks so much!
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: spg SCOTT on July 12, 2011, 09:29:25 PM
1. You could try resetting the WMI repository.
If you have Vista or Win 7, there is a tool that makes it easier:
http://www.thewindowsclub.com/repair-fix-windows-7-vista-problems-with-fixwin-utility

Download --> unzip --> run as admin --> choose System Tools on the left --> then click fix next to the option:
Action Center and Windows Security Center no longer recognizes AntiVirus and Firewall or still identifies old security software as installed.

If you are on XP the process is a little longer, I'll have to find the manual instructions...

4.
As I understand it, avast is running correctly, but it is windows that is having trouble recognising it. I have seen this on the forums a few times...

Resetting the repository (the process I described above) sometimes fixes it...
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on July 12, 2011, 10:03:40 PM
1. You could try resetting the WMI repository.
If you have Vista or Win 7, there is a tool that makes it easier:
http://www.thewindowsclub.com/repair-fix-windows-7-vista-problems-with-fixwin-utility

Download --> unzip --> run as admin --> choose System Tools on the left --> then click fix next to the option:
Action Center and Windows Security Center no longer recognizes AntiVirus and Firewall or still identifies old security software as installed.

If you are on XP the process is a little longer, I'll have to find the manual instructions...

4.
As I understand it, avast is running correctly, but it is windows that is having trouble recognising it. I have seen this on the forums a few times...

Resetting the repository (the process I described above) sometimes fixes it...



Scott,

Success!  I uninstalled/reinstalled Avast.  Now, I no longer have an action message saying Windows could not find antivirus software.  Hopefully all is resolved.

Thank you very much for your help. 
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: logos on July 12, 2011, 10:10:25 PM
lol if this is true (and I believe it is, after reading earlier reports):

1 those Iyogi guys should be reported (but to whom ?)
2 Avast should definitely break any tie with them

@spg SCOTT yes that definitely sounds like a scam
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on July 12, 2011, 10:26:15 PM
Logos

Yes it is true what I wrote.  I thought it was strange that the Avast/Iyogi people could not help me and suggested I buy some additional year-long service for $169.  I already have Dell 24/7 next day business support, and I just bought Avast 2 year/3pcs subscription, so I'm not looking to spend more money. When I said I wasn't interested, the Iyogi person said they couldn't help me any futher.  And that was that.

But I am happy now because it seems to be okay now because I no longer have a message that says Windows can't find antivirus software.

I understand now that it was a bit of a scare tactic from Iyogi, but I may still ask Dell support to go over the Event Viewer errors and warnings with me later on.

I have another question now that I have uninstalled/reinstalled avast; but maybe its best I start a separate thread?  I don't know.  If you or Scott or Craig or Gonzo could tell me in this thread, I'd appreciate it.  If not, I'll start a new topic:

After I reinstalled, I got two pop ups from Avast (that I don't remember seeing when I first installed Avast) that said it had established new rules, one for internet explorer (when I opened it) and one from firefox (another pop up when I opened it).  

Under Application Rules, I see that rule for Internet explorer has been set to "Friends In and Internet Out (otherwise auto-decide)"; but for Firefox it has been set to "Friends in/out (otherwise auto-decide)."  Why did it select different rules for the two internet browsers?  Which rule is the best rule to apply to both internet browsers?
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: spg SCOTT on July 12, 2011, 10:59:36 PM

Scott,

Success!  I uninstalled/reinstalled Avast.  Now, I no longer have an action message saying Windows could not find antivirus software.  Hopefully all is resolved.

Thank you very much for your help. 

You're welcome, even if I didn't quite give you the final solution :)

Logos

Yes it is true what I wrote.  I thought it was strange that the Avast/Iyogi people could not help me and suggested I buy some additional year-long service for $169.  I already have Dell 24/7 next day business support, and I just bought Avast 2 year/3pcs subscription, so I'm not looking to spend more money. When I said I wasn't interested, the Iyogi person said they couldn't help me any futher.  And that was that.

But I am happy now because it seems to be okay now because I no longer have a message that says Windows can't find antivirus software.

I understand now that it was a bit of a scare tactic from Iyogi, but I may still ask Dell support to go over the Event Viewer errors and warnings with me later on.

Regarding iYogi, have you emailed Adam Riley? (address in my post above)
He would like to hear about incidents like this, and to his credit, from reading his post on the forum he does act on the comments of the users.

This particular case is new for me, since that sounds very much (pretty much word for word regarding the event viewer) like the scam phone calls going on here...

Quote
I have another question now that I have uninstalled/reinstalled avast; but maybe its best I start a separate thread?  I don't know.  If you or Scott or Craig or Gonzo could tell me in this thread, I'd appreciate it.  If not, I'll start a new topic:

After I reinstalled, I got two pop ups from Avast (that I don't remember seeing when I first installed Avast) that said it had established new rules, one for internet explorer (when I opened it) and one from firefox (another pop up when I opened it). 

Under Application Rules, I see that rule for Internet explorer has been set to "Friends In and Internet Out (otherwise auto-decide)"; but for Firefox it has been set to "Friends in/out (otherwise auto-decide)."  Why did it select different rules for the two internet browsers?  Which rule is the best rule to apply to both internet browsers?

For your last question sorry, I'm a free loader, I have the free version No firewall for me ;D
(there are a lot of AIS users here though, so you will get an answer)
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on July 12, 2011, 11:38:54 PM

Scott,

Success!  I uninstalled/reinstalled Avast.  Now, I no longer have an action message saying Windows could not find antivirus software.  Hopefully all is resolved.

Thank you very much for your help.  

You're welcome, even if I didn't quite give you the final solution :)

Logos

Yes it is true what I wrote.  I thought it was strange that the Avast/Iyogi people could not help me and suggested I buy some additional year-long service for $169.  I already have Dell 24/7 next day business support, and I just bought Avast 2 year/3pcs subscription, so I'm not looking to spend more money. When I said I wasn't interested, the Iyogi person said they couldn't help me any futher.  And that was that.

But I am happy now because it seems to be okay now because I no longer have a message that says Windows can't find antivirus software.

I understand now that it was a bit of a scare tactic from Iyogi, but I may still ask Dell support to go over the Event Viewer errors and warnings with me later on.

Regarding iYogi, have you emailed Adam Riley? (address in my post above)
He would like to hear about incidents like this, and to his credit, from reading his post on the forum he does act on the comments of the users.

This particular case is new for me, since that sounds very much (pretty much word for word regarding the event viewer) like the scam phone calls going on here...

Quote
I have another question now that I have uninstalled/reinstalled avast; but maybe its best I start a separate thread?  I don't know.  If you or Scott or Craig or Gonzo could tell me in this thread, I'd appreciate it.  If not, I'll start a new topic:

After I reinstalled, I got two pop ups from Avast (that I don't remember seeing when I first installed Avast) that said it had established new rules, one for internet explorer (when I opened it) and one from firefox (another pop up when I opened it).  

Under Application Rules, I see that rule for Internet explorer has been set to "Friends In and Internet Out (otherwise auto-decide)"; but for Firefox it has been set to "Friends in/out (otherwise auto-decide)."  Why did it select different rules for the two internet browsers?  Which rule is the best rule to apply to both internet browsers?

For your last question sorry, I'm a free loader, I have the free version No firewall for me ;D
(there are a lot of AIS users here though, so you will get an answer)

Scott,

I just emailed A.Riley.  If I get a response, I'll let you know.  I'll ask about the appropriate application rules for internet browsers in a new post a bit later.  Thanks again!   :)
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: DavidR on July 13, 2011, 01:07:23 AM
Adam is usually quick to respond.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: Adam Riley on July 13, 2011, 08:24:04 AM

Scott,

Success!  I uninstalled/reinstalled Avast.  Now, I no longer have an action message saying Windows could not find antivirus software.  Hopefully all is resolved.

Thank you very much for your help.  

You're welcome, even if I didn't quite give you the final solution :)

Logos

Yes it is true what I wrote.  I thought it was strange that the Avast/Iyogi people could not help me and suggested I buy some additional year-long service for $169.  I already have Dell 24/7 next day business support, and I just bought Avast 2 year/3pcs subscription, so I'm not looking to spend more money. When I said I wasn't interested, the Iyogi person said they couldn't help me any futher.  And that was that.

But I am happy now because it seems to be okay now because I no longer have a message that says Windows can't find antivirus software.

I understand now that it was a bit of a scare tactic from Iyogi, but I may still ask Dell support to go over the Event Viewer errors and warnings with me later on.

Regarding iYogi, have you emailed Adam Riley? (address in my post above)
He would like to hear about incidents like this, and to his credit, from reading his post on the forum he does act on the comments of the users.

This particular case is new for me, since that sounds very much (pretty much word for word regarding the event viewer) like the scam phone calls going on here...

Quote
I have another question now that I have uninstalled/reinstalled avast; but maybe its best I start a separate thread?  I don't know.  If you or Scott or Craig or Gonzo could tell me in this thread, I'd appreciate it.  If not, I'll start a new topic:

After I reinstalled, I got two pop ups from Avast (that I don't remember seeing when I first installed Avast) that said it had established new rules, one for internet explorer (when I opened it) and one from firefox (another pop up when I opened it).  

Under Application Rules, I see that rule for Internet explorer has been set to "Friends In and Internet Out (otherwise auto-decide)"; but for Firefox it has been set to "Friends in/out (otherwise auto-decide)."  Why did it select different rules for the two internet browsers?  Which rule is the best rule to apply to both internet browsers?

For your last question sorry, I'm a free loader, I have the free version No firewall for me ;D
(there are a lot of AIS users here though, so you will get an answer)

Scott,

I just emailed A.Riley.  If I get a response, I'll let you know.  I'll ask about the appropriate application rules for internet browsers in a new post a bit later.  Thanks again!   :)

Good morning,

For anyone watching this post, I have replied directly to the OP and hope to get this resolved as quickly as possible.

Best regards,
Adam Riley
avast! Third Party Support Manager
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: Daris on July 13, 2011, 11:45:58 AM
Hey Guys!!!  Glad things are starting to work out....

I been  using CCleaner for about 4 years or so..You can download it at Pirform dot com Or which Usually gets you to Cnet dot com...And you can get more info on CCleaner on Cnet ....Mine is set on <Cleaner> "Windows" and "Applications" All check marks ON except ""Wipe Free Space....<Registry> All checks ON ...I'm On Windows XP and never had any problems...
I also Use "Eusing Free Reg Cleaner...It is also very light on your Registry and Never had issues..
Couple good portable cleaners are Glary Utillities, Wise disc cleaner and Wise Registry Cleaner...
   I tried Comodo Cleaner and found it very aggressive and wouldn't use it again..But I have nothing against other Comodo programs

For Your ERRORS Mine have been all Good with No Errors at all, for the last 7 months or so ...I Use the (UPHCleaner) User Profile Hive Cleaner  which is a FREE Microsoft Tool that you can Google and install for your version of Windows...It will Fix your ERRORS....Basically downloads and runs in your "Services" 
Have fun, and Safe Surfing!!!!
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on July 13, 2011, 03:53:51 PM
Hey Guys!!!  Glad things are starting to work out....

I been  using CCleaner for about 4 years or so..You can download it at Pirform dot com Or which Usually gets you to Cnet dot com...And you can get more info on CCleaner on Cnet ....Mine is set on <Cleaner> "Windows" and "Applications" All check marks ON except ""Wipe Free Space....<Registry> All checks ON ...I'm On Windows XP and never had any problems...
I also Use "Eusing Free Reg Cleaner...It is also very light on your Registry and Never had issues..
Couple good portable cleaners are Glary Utillities, Wise disc cleaner and Wise Registry Cleaner...
   I tried Comodo Cleaner and found it very aggressive and wouldn't use it again..But I have nothing against other Comodo programs

For Your ERRORS Mine have been all Good with No Errors at all, for the last 7 months or so ...I Use the (UPHCleaner) User Profile Hive Cleaner  which is a FREE Microsoft Tool that you can Google and install for your version of Windows...It will Fix your ERRORS....Basically downloads and runs in your "Services"  
Have fun, and Safe Surfing!!!!

Hi Daris,

Thank you for all the info.  Just to be clear, could I ask you are you advising that I use both the UPHCleaner (to correct errors?) and the CC cleaner (to clean the registry?)?  And for the UPHCleaner, I have only been able to locate the version 1.6g, which seems to require either Windows 2000, Windows Server 2003 or Windows XP.  I have Windows 7.  Do you know if there is a version, somewhere out there, for Windows 7 users?
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on July 13, 2011, 03:54:44 PM

Scott,

Success!  I uninstalled/reinstalled Avast.  Now, I no longer have an action message saying Windows could not find antivirus software.  Hopefully all is resolved.

Thank you very much for your help.  

You're welcome, even if I didn't quite give you the final solution :)

Logos

Yes it is true what I wrote.  I thought it was strange that the Avast/Iyogi people could not help me and suggested I buy some additional year-long service for $169.  I already have Dell 24/7 next day business support, and I just bought Avast 2 year/3pcs subscription, so I'm not looking to spend more money. When I said I wasn't interested, the Iyogi person said they couldn't help me any futher.  And that was that.

But I am happy now because it seems to be okay now because I no longer have a message that says Windows can't find antivirus software.

I understand now that it was a bit of a scare tactic from Iyogi, but I may still ask Dell support to go over the Event Viewer errors and warnings with me later on.

Regarding iYogi, have you emailed Adam Riley? (address in my post above)
He would like to hear about incidents like this, and to his credit, from reading his post on the forum he does act on the comments of the users.

This particular case is new for me, since that sounds very much (pretty much word for word regarding the event viewer) like the scam phone calls going on here...

Quote
I have another question now that I have uninstalled/reinstalled avast; but maybe its best I start a separate thread?  I don't know.  If you or Scott or Craig or Gonzo could tell me in this thread, I'd appreciate it.  If not, I'll start a new topic:

After I reinstalled, I got two pop ups from Avast (that I don't remember seeing when I first installed Avast) that said it had established new rules, one for internet explorer (when I opened it) and one from firefox (another pop up when I opened it).  

Under Application Rules, I see that rule for Internet explorer has been set to "Friends In and Internet Out (otherwise auto-decide)"; but for Firefox it has been set to "Friends in/out (otherwise auto-decide)."  Why did it select different rules for the two internet browsers?  Which rule is the best rule to apply to both internet browsers?

For your last question sorry, I'm a free loader, I have the free version No firewall for me ;D
(there are a lot of AIS users here though, so you will get an answer)

Scott,

I just emailed A.Riley.  If I get a response, I'll let you know.  I'll ask about the appropriate application rules for internet browsers in a new post a bit later.  Thanks again!   :)

Good morning,

For anyone watching this post, I have replied directly to the OP and hope to get this resolved as quickly as possible.

Best regards,
Adam Riley
avast! Third Party Support Manager

Adam,

I received your response this morning.  Thank you again.

Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: ady4um on July 13, 2011, 04:44:00 PM
Just to be clear, could I ask you are you advising that I use both the UPHCleaner (to correct errors?) and the CC cleaner (to clean the registry?)? 
@avastconspiracy,

I don't mean to introduce more confusion, and of course you are free to choose whatever tool you want to run. I just thought that you can hear a different perspective on the "cleaners" issue.

Some users use some or all those "cleaners". I myself use CCleaner for some specific goal.

But you can find many reports of "some" cleaner making more trouble than good, and for each user that "some" will be different.

So what you can also find are recommendations just in the opposite direction of some of those you found here in this topic. That "opposite" recommendation would be: do NOT run any "cleaner" unless you have a specific problem and you know exactly what to do with the "cleaner" so to solve that problem.

Since your original problem was resolved by running the uninstall tools of your previous antivirus and by running the Setup tool of Avast, then you don't currently need to clean any specific object.

So my point is that running any of those cleaners "could" potentially be good, but the risk of unwillingly making "bad" is certainly there, in any one of those so called "cleaners", specially when you don't have the knowledge to differentiate one specific item (to be clean) from the other (which can give you more headaches).

As I said, this is just a different perspective.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: DavidR on July 13, 2011, 05:02:52 PM
@avastconspiracy
The User Profile Hive Cleaner doesn't work on windows 7.

The User Profile Hive Cleaner and CCleaner are entirely different and 'even if' it worked with win7 there wouldn't be a problem in having both.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on July 13, 2011, 05:08:30 PM
Just to be clear, could I ask you are you advising that I use both the UPHCleaner (to correct errors?) and the CC cleaner (to clean the registry?)? 
@avastconspiracy,

I don't mean to introduce more confusion, and of course you are free to choose whatever tool you want to run. I just thought that you can hear a different perspective on the "cleaners" issue.

Some users use some or all those "cleaners". I myself use CCleaner for some specific goal.

But you can find many reports of "some" cleaner making more trouble than good, and for each user that "some" will be different.

So what you can also find are recommendations just in the opposite direction of some of those you found here in this topic. That "opposite" recommendation would be: do NOT run any "cleaner" unless you have a specific problem and you know exactly what to do with the "cleaner" so to solve that problem.

Since your original problem was resolved by running the uninstall tools of your previous antivirus and by running the Setup tool of Avast, then you don't currently need to clean any specific object.

So my point is that running any of those cleaners "could" potentially be good, but the risk of unwillingly making "bad" is certainly there, in any one of those so called "cleaners", specially when you don't have the knowledge to differentiate one specific item (to be clean) from the other (which can give you more headaches).

As I said, this is just a different perspective.

ady4um,

Thank you for your response.  That's quite a bit to think about.  Not sure what to do now.  :-\  Maybe I'll just research the cleaners a bit more and think more on it.  Thank you again for the info. 
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on July 13, 2011, 05:10:18 PM
@avastconspiracy
The User Profile Hive Cleaner doesn't work on windows 7.

The User Profile Hive Cleaner and CCleaner are entirely different and 'even if' it worked with win7 there wouldn't be a problem in having both.

Ok.  Thank you for the info. Do you happen to know why the stopped support for the UPHC in Windows 7? Just curious.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: DavidR on July 13, 2011, 06:18:18 PM
I have no idea, I guess they think that it isn't needed in win7 as it has its own cleanup when you shutdown.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: Ravi Neb on July 14, 2011, 09:21:45 AM
Hi Everyone,

Thanks for your feedback and comments, my name is Ravi Neb and I am responsible for Avast Support at iYogi. I had provided my details on the forum earlier as well but in case you don’t have it you can reach me on directly ravi.neb@iyogi.com whenever you come across any issues related to iYogi services. I would also like to assure you that your feedback is very important to us and its delivered to  techs on an ongoing basis to improve the quality of support. For this specific complaint, I will get the complete case analyzed and take appropriate action if the tech is found to be at fault.

Please feel free to contact me directly if the problem is still not resolved and I'll make sure all your problems are resolved.

Thanks allot for your feedback and support.

Regards,

Ravi Neb
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: bob3160 on July 14, 2011, 09:27:57 AM
Ravi,
It would be nice and possible beneficial if you post the results
of your analysis in this post.
This way, the post not only states the complaint but also the resolution.
Regards
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: Ravi Neb on July 14, 2011, 09:30:38 AM
Sure Bob, I'll do that..

Regards,

Ravi Neb
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on July 14, 2011, 03:40:43 PM
Hi Everyone,

Thanks for your feedback and comments, my name is Ravi Neb and I am responsible for Avast Support at iYogi. I had provided my details on the forum earlier as well but in case you don’t have it you can reach me on directly ravi.neb@iyogi.com whenever you come across any issues related to iYogi services. I would also like to assure you that your feedback is very important to us and its delivered to  techs on an ongoing basis to improve the quality of support. For this specific complaint, I will get the complete case analyzed and take appropriate action if the tech is found to be at fault.

Please feel free to contact me directly if the problem is still not resolved and I'll make sure all your problems are resolved.

Thanks allot for your feedback and support.

Regards,

Ravi Neb

Thank you Ravi.  I would like to use Avast's support; but was a bit put off by my initial experience.  I would be grateful to know more about why the Iyogi person I spoke to handled my call the way he did.  I will follow this thread to see your response.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on August 13, 2011, 04:52:17 AM
Sure Bob, I'll do that..

Regards,

Ravi Neb

Hello Ravi,

Would you mind a quick update on what has transpired since your last post?

Thank you
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on August 30, 2011, 12:33:49 AM

Scott,

Success!  I uninstalled/reinstalled Avast.  Now, I no longer have an action message saying Windows could not find antivirus software.  Hopefully all is resolved.

Thank you very much for your help.  

You're welcome, even if I didn't quite give you the final solution :)

Logos

Yes it is true what I wrote.  I thought it was strange that the Avast/Iyogi people could not help me and suggested I buy some additional year-long service for $169.  I already have Dell 24/7 next day business support, and I just bought Avast 2 year/3pcs subscription, so I'm not looking to spend more money. When I said I wasn't interested, the Iyogi person said they couldn't help me any futher.  And that was that.

But I am happy now because it seems to be okay now because I no longer have a message that says Windows can't find antivirus software.

I understand now that it was a bit of a scare tactic from Iyogi, but I may still ask Dell support to go over the Event Viewer errors and warnings with me later on.

Regarding iYogi, have you emailed Adam Riley? (address in my post above)
He would like to hear about incidents like this, and to his credit, from reading his post on the forum he does act on the comments of the users.

This particular case is new for me, since that sounds very much (pretty much word for word regarding the event viewer) like the scam phone calls going on here...

Quote
I have another question now that I have uninstalled/reinstalled avast; but maybe its best I start a separate thread?  I don't know.  If you or Scott or Craig or Gonzo could tell me in this thread, I'd appreciate it.  If not, I'll start a new topic:

After I reinstalled, I got two pop ups from Avast (that I don't remember seeing when I first installed Avast) that said it had established new rules, one for internet explorer (when I opened it) and one from firefox (another pop up when I opened it).  

Under Application Rules, I see that rule for Internet explorer has been set to "Friends In and Internet Out (otherwise auto-decide)"; but for Firefox it has been set to "Friends in/out (otherwise auto-decide)."  Why did it select different rules for the two internet browsers?  Which rule is the best rule to apply to both internet browsers?

For your last question sorry, I'm a free loader, I have the free version No firewall for me ;D
(there are a lot of AIS users here though, so you will get an answer)

Scott,

I just emailed A.Riley.  If I get a response, I'll let you know.  I'll ask about the appropriate application rules for internet browsers in a new post a bit later.  Thanks again!   :)

Good morning,

For anyone watching this post, I have replied directly to the OP and hope to get this resolved as quickly as possible.

Best regards,
Adam Riley
avast! Third Party Support Manager

Hello,

I was hoping you could respond here or by email and let me know the outcome of your investigation into my support call gone awry.  I emailed you a follow up request for info about two weeks ago but haven't heard back.  Perhaps you watch these boards. If so, could you provide an update?

Thanks,
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on August 30, 2011, 12:34:54 AM
Sure Bob, I'll do that..

Regards,

Ravi Neb

Hello,

You had promised to post here the results of your investigation at Iyogi.  Would you please do so?

Thanks!
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: bob3160 on August 30, 2011, 03:34:12 AM
Sure Bob, I'll do that..

Regards,

Ravi Neb

Hello,

You had promised to post here the results of your investigation at Iyogi.  Would you please do so?

Thanks!
Good idea. I'd also like to know the final results.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: Horsewoman on September 14, 2011, 05:09:09 PM
Anyone heard any more on this?

I found this thread via google as we had an issue with IYOGI this week. My husband called them as he was having problems after installing Avast. The person he spoke to accessed our computer and opened events viewer and told him it showed multiple serious faults with the computer and told him we should buy an annual service contract so they could fix it.

I was a bit suspicious as the computer has been working well prior to installing Avast, and is the best and newest computer in the house, but I'm no computer expert. However, today I came across this http://www.guardian.co.uk/world/2010/jul/18/phone-scam-india-call-centres. Talk about alarm bells ringing!

Needless to say, we're not happy. And no further forward with the Avast issue! I'm just glad IYOGI didn't call back when they said they would as dh was considering the service contract. I'm very shocked that Avast are continuing to recommend this company when it seems they are conning people in order to take their money for unneccesary computer repairs. Maybe that's not what's happening but based on the info I have it's the only conclusion I can come to.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: bob3160 on September 15, 2011, 03:52:15 AM
@ Horsewoman,
Have you contacted Adam Riley at Avast and given him these details ???
you can reach him at:
riley(at)avast.com  (replace the (at) with @ for the valid email address.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: Horsewoman on September 15, 2011, 10:49:01 AM
Hi, yes, my husband contacted him after seeing this thread.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: DavidR on September 15, 2011, 12:07:35 PM
Hi, yes, my husband contacted him after seeing this thread.

If you are still no further forward, I suggest you post your problem here in the forums and people will be falling over themselves to help you.

Create a New Topic here http://forum.avast.com/index.php?board=2.0 (http://forum.avast.com/index.php?board=2.0) (click the New topic button at the top of the page see image) and we (other avast users) will try to help.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: Horsewoman on September 15, 2011, 03:39:56 PM
Thanks, I'll pass that on.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: DavidR on September 15, 2011, 03:45:30 PM
You're welcome.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on September 19, 2011, 07:05:28 AM
Hi, yes, my husband contacted him after seeing this thread.

If you are still no further forward, I suggest you post your problem here in the forums and people will be falling over themselves to help you.

Create a New Topic here http://forum.avast.com/index.php?board=2.0 (http://forum.avast.com/index.php?board=2.0) (click the New topic button at the top of the page see image) and we (other avast users) will try to help.

Bob/David,

I see the advice you've given Horsewoman.  With all due respect, what good is it to contact Adam or post on these forums if neither Adam (Avast) nor Ravi (Iyogi) will provide ANY sort of update on the resolution of this?  I waited 1 month, then I waited 2 months, and still nothing. I have tried emailing, IMing and placing requests in this thread addressed to both Adam and Ravi for some sort of information on what their respective "investigations" have determined were the cause of my terrible Iyogi customer service experience.  

Why hasn't Iyogi's representative responded to this thread as promised?  Why won't Adam respond to my emails requesting follow-up?  Have they both simply provided a lip-service "We'll look into it" response in a vain attempt to assuage fears and divert attentions?  Iyogi's representative, who is in the service of Avast, said --  in this very thread -- that he would tell us the results of his investigation and the resolutions.  Adam told me in an email he would look into this as soon as possible. And yet, no follow up?  Why?  If you are in the know, could you please, please, please have them respond to this thread and tell us the resolution of this, as they promised?  

Since what happened to me has also happened to at least one other (Horsewoman) and there has been no follow up explaining how/why Iyogi customer service did what it did, nor any follow-up explaining the investigation and what the resolution was (as was promised), I'm left to assume that nothing, in fact, has been done; and that Avast has left Iyogi's representatives free to run the same "event viewer" "service offer" scam on other people.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: DavidR on September 19, 2011, 02:24:10 PM
Why, because he is the avast 3rd party support and the more reports the better. If no one contacts him at all there is ZERO chance of anything being done it is that simple. There have been a number of other topics where the outcome has been more positive.

My advice in the post you quoted didn't mention anything about Adam (because Bob had mentioned it though), I only sought to help if we 'avast users' could.

We have seen some follow ups by iYogi but frankly when they responded it was more stating the iYogi company policy on support. Which is even more reason to report it to avast than to just give up. One thing for sure asking me or Bob those questions won't get the answers that you seek, I'm just another avast user like yourself, trying to help other avast users.

They have come to the forums to recount their experience, so I feel that should also be passed on, than get buried in the forums.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on September 19, 2011, 05:04:08 PM
Why, because he is the avast 3rd party support and the more reports the better. If no one contacts him at all there is ZERO chance of anything being done it is that simple. There have been a number of other topics where the outcome has been more positive.

My advice in the post you quoted didn't mention anything about Adam (because Bob had mentioned it though), I only sought to help if we 'avast users' could.

We have seen some follow ups by iYogi but frankly when they responded it was more stating the iYogi company policy on support. Which is even more reason to report it to avast than to just give up. One thing for sure asking me or Bob those questions won't get the answers that you seek, I'm just another avast user like yourself, trying to help other avast users.

They have come to the forums to recount their experience, so I feel that should also be passed on, than get buried in the forums.

Thanks for your response.  I understand it is not you, but rather Iyogi/Avast who have refused to follow-up as promised and you were only offering advice that you thought would help.  

I would only note that I followed the same advice and thus far, for this particular problem there has been no reported results/resolution at all. Follow up was promised and this board was told that that follow-up/resolution would be posted in this thread; but it was not given by either Avast or Iyogi.  Also, no response has been given to my several IMs/emails to both Iyogi and Avast requesting that they provide said promised follow-up/resolution.  Further, it seems Iyogi's pressure/con tactics continue, as per Horsewoman's post. Nothing seems to have changed since my initial post of July 14th.

Thanks again for your response.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: bob3160 on September 19, 2011, 05:31:11 PM
I've just sent an email to Ravi requesting that he live up to his
promise to post the resolve of the original complaint.
The next move is now up to Ravi Nev.*

*A reply should be forthcoming by tomorrow.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: Adam Riley on September 20, 2011, 08:41:04 AM
Why won't Adam respond to my emails requesting follow-up?  Have they both simply provided a lip-service "We'll look into it" response in a vain attempt to assuage fears and divert attentions?  Iyogi's representative, who is in the service of Avast, said --  in this very thread -- that he would tell us the results of his investigation and the resolutions.  Adam told me in an email he would look into this as soon as possible. And yet, no follow up?  Why?  If you are in the know, could you please, please, please have them respond to this thread and tell us the resolution of this, as they promised?  

Hi,
I have just seen this posting.  I did indeed reply to your email over the summer directly in the same way as I had replied to the previous emails.  I am very sorry you did not receive it, but I still have it in my sent items box and it is showing as sent sucessfully.

I have just sent you a further email in the past 5 minutes so please do let me know if you get this.

Thanks,
Adam
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on September 20, 2011, 02:30:18 PM
Why won't Adam respond to my emails requesting follow-up?  Have they both simply provided a lip-service "We'll look into it" response in a vain attempt to assuage fears and divert attentions?  Iyogi's representative, who is in the service of Avast, said --  in this very thread -- that he would tell us the results of his investigation and the resolutions.  Adam told me in an email he would look into this as soon as possible. And yet, no follow up?  Why?  If you are in the know, could you please, please, please have them respond to this thread and tell us the resolution of this, as they promised?  

Hi,
I have just seen this posting.  I did indeed reply to your email over the summer directly in the same way as I had replied to the previous emails.  I am very sorry you did not receive it, but I still have it in my sent items box and it is showing as sent sucessfully.

I have just sent you a further email in the past 5 minutes so please do let me know if you get this.

Thanks,
Adam

Hello,

I received your email correspondence of this morning. Thank you for your responses.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: Ravi Neb on September 20, 2011, 06:30:05 PM
Why won't Adam respond to my emails requesting follow-up?  Have they both simply provided a lip-service "We'll look into it" response in a vain attempt to assuage fears and divert attentions?  Iyogi's representative, who is in the service of Avast, said --  in this very thread -- that he would tell us the results of his investigation and the resolutions.  Adam told me in an email he would look into this as soon as possible. And yet, no follow up?  Why?  If you are in the know, could you please, please, please have them respond to this thread and tell us the resolution of this, as they promised?  

Hi,
I have just seen this posting.  I did indeed reply to your email over the summer directly in the same way as I had replied to the previous emails.  I am very sorry you did not receive it, but I still have it in my sent items box and it is showing as sent sucessfully.

I have just sent you a further email in the past 5 minutes so please do let me know if you get this.

Thanks,
Adam

Hello,

I received your email correspondence of this morning. Thank you for your responses.

Dear User,

Sorry for the delay in responding, I was travelling with no access to my mails and required information, we got your interaction analyzed and there was a process error made by the agent which the entire entire team including him have been coached on.

The other issue you see in this thread have already been notified to our team and will will work with the user to resolve any pending issues/concerns.

For sake of further clarity to all users Avast will also publish a Scope of Support soon for iYogi which will help everyone understand what support is available free vs. paid.

Thanks and apologies again for the inconvenience.

Regards,

Ravi Neb
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: bob3160 on September 20, 2011, 07:02:43 PM
Thanks for posting Ravi,
Unfortunately it sounds like a politicians answer.
I still can't tell if the complaints have finally been settled to
everyone's satisfaction or if we still has disgruntled avast! users.
Maybe a further clarification by both iYogi and the customers with complaints
would settle this and allow this thread to be marked as SOLVED.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: Asyn on September 20, 2011, 07:11:49 PM
For sake of further clarity to all users Avast will also publish a Scope of Support soon for iYogi which will help everyone understand what support is available free vs. paid.

Good step, but overdue.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: DavidR on September 20, 2011, 07:21:25 PM
For me I would like to see the practice of looking in the event viewer ceased, unless it is absolutely related to the problem the end user is asking about.

The Event Viewer is full of non-serious issues and even those with a Red Errors are on little consequence. Actual hard errors displayed to the screen are a different matter.

I shudder to think what iYogi would make of my event viewer should I ever let them look in it, I had 5 of them 5 days ago in the Application section which were related to a failed .msi install and that was displayed to the screen a missing file and essentially nothing I could do about it.

Perhaps it would be advisable to clear all event logs before contacting iYogi.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: ady4um on September 20, 2011, 10:15:51 PM
Perhaps it would be advisable to clear all event logs before contacting iYogi.

Two bad things don't necessarily make the result to be good :).
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: essexboy on September 20, 2011, 10:21:55 PM
Event logs do carry usefull information, sometimes.  I always give them a quick look on the OTL logs, but that is purely to get a feel for any underlying problems   
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: DavidR on September 20, 2011, 11:13:03 PM
Perhaps it would be advisable to clear all event logs before contacting iYogi.

Two bad things don't necessarily make the result to be good :).

If only there were only two bad things, there are many such instances where there is a fishing expedition into the event viewer as a reason for further work/investigation/justification to sell the support package.

I can't recall how many tines I have seen it in the forums and reported it to Adam, but it is certainly enough to see that is a pattern of the many of the complaints in the forums. I appreciate we only see those who have had a problem and then only those that actually take the extra step to register on the forums and complain.

Whilst my comment about clearing the event viewer before contacting iYogi was more tongue in cheek, there really shouldn't be any fishing in there unless it is specifically related to the avast end users reason to contact iYogi.

Perhaps they should have visited the iYogi youtube pages first, they may only have needed to remove a toolbar, more tongue firmly in cheek.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: avastconspiracy on September 21, 2011, 10:35:38 AM
Why won't Adam respond to my emails requesting follow-up?  Have they both simply provided a lip-service "We'll look into it" response in a vain attempt to assuage fears and divert attentions?  Iyogi's representative, who is in the service of Avast, said --  in this very thread -- that he would tell us the results of his investigation and the resolutions.  Adam told me in an email he would look into this as soon as possible. And yet, no follow up?  Why?  If you are in the know, could you please, please, please have them respond to this thread and tell us the resolution of this, as they promised?  

Hi,
I have just seen this posting.  I did indeed reply to your email over the summer directly in the same way as I had replied to the previous emails.  I am very sorry you did not receive it, but I still have it in my sent items box and it is showing as sent sucessfully.

I have just sent you a further email in the past 5 minutes so please do let me know if you get this.

Thanks,
Adam


Why won't Adam respond to my emails requesting follow-up?  Have they both simply provided a lip-service "We'll look into it" response in a vain attempt to assuage fears and divert attentions?  Iyogi's representative, who is in the service of Avast, said --  in this very thread -- that he would tell us the results of his investigation and the resolutions.  Adam told me in an email he would look into this as soon as possible. And yet, no follow up?  Why?  If you are in the know, could you please, please, please have them respond to this thread and tell us the resolution of this, as they promised?  

Hi,
I have just seen this posting.  I did indeed reply to your email over the summer directly in the same way as I had replied to the previous emails.  I am very sorry you did not receive it, but I still have it in my sent items box and it is showing as sent sucessfully.

I have just sent you a further email in the past 5 minutes so please do let me know if you get this.

Thanks,
Adam

Hello,

I received your email correspondence of this morning. Thank you for your responses.

Dear User,

Sorry for the delay in responding, I was travelling with no access to my mails and required information, we got your interaction analyzed and there was a process error made by the agent which the entire entire team including him have been coached on.

The other issue you see in this thread have already been notified to our team and will will work with the user to resolve any pending issues/concerns.

For sake of further clarity to all users Avast will also publish a Scope of Support soon for iYogi which will help everyone understand what support is available free vs. paid.

Thanks and apologies again for the inconvenience.

Regards,

Ravi Neb

Adam,

As I said yesterday, I appreciate your responding to this forum and to my emails.  I also appreciate your offer to assist me with any ongoing/further issues.  But I must say, as a customer, my reaction to Ravi's post is that I am unconvinced. I did a google search on iYogi+scam this morning and I searched this forum as well.  Strangely -- perhaps stupidly -- enough, I had assumed my experience was unique, or at least atypical.  I was wrong.  Now I see Avast has been aware of iYogi's tactics for at least a year (http://forum.avast.com/index.php?topic=62517.0). And neither Avast nor iYogi has done anything that has prevented the same scare/high-pressure/scam tactics from continuing to occur.  

What I do see is the same thing happening, over an over again.  Someone complains on this board. Immediately they are told how seriously Avast takes such complaints and instructed to contact them right away.  Avast/Iyogi shows up to reassure that everything will be taken care of and proceeds to promise to make sure it never happens again. Then it happens again and again and again.  I feel like they... like I am being led down the garden path. And I am sorely disappointed.

In the email correspondence intiated by you yesterday, I stated that I can't help but wonder why Avast is allowing this continue.  Perhaps now I understand.  I might wager no small sum that Avast has explicitly agreed to let iYogi continue to do its "sales pitch", as part of the provision of so-called "free" Avast support.  That would explain why Ravi finds it necessary to  provide Avast users with "a Scope of Support ... which will help everyone understand what support is available free vs. paid."  You know, nothing in my original support request warranted "paid" support from Iyogi. And I would wager the same is true for the vast majority of Avast customers who are forced to contact iYogi for "Avast customer support." We don't need a high-pressure sales pitch/scam.  We just need to know, e.g., how to correctly install Avast, for Christ sakes! But it seems even that minimal level of "support" remains, even today, subject to iYogi's machinations.

Shameful! I wonder if the savings Avast might get from using such a shady operation as its "support team" are really worth the loss of regard and reputation it suffers with each passing minute it is aligned with that organization.  Is it really worth it?

I'm sure you, or perhaps some of those reading this post, will say I am over-reacting, being extreme, harsh, etc., etc. But I am absolutely incensed right now.  As I said yesterday in our email correspondence, it is outrageous that I have paid Avast my hard-earned money for a 2 year 3/computer subscription but I can't even call the support line for fear of being conned by the support team that supposedly comes along with this product.  It really is outrageous.
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: ady4um on September 21, 2011, 12:17:54 PM
@avastconspiracy,

Although I indeed share some of you opinions, I just want to point out something.

If you search for iYogi + scam, or if you search this forum, you would probably get the impression that "it's ALL a disaster / poor support service".

That is because you won't find the "good cases" (if there are such) with that search. I doubt you would find "good cases" with *any* search. Even if the "good cases" exist (which I don't know), it would be hard to find independent people saying "my experience was excellent/good/positive".

Regarding the search in this forum, something similar would happen. Most users would come here seeking for help with some problem. How many would you find saying "I'm OK"? :)

So the impression in these searches can be missleading.

But, to be perfectly clear, I'm not saying your impression of the situation is wrong. I am simply saying it would be hard to get a different one.

I am a simple user as almost all forum members here, so I don't have any independent statistics about how Avast is doing. But I do know that, over the years, there are still millions of users using Avast, and most of them don't have the need to seek for help, since Avast is correctly working for their expectations. But, that is not to demean any user having problems, or any failed support that was rightfully expected, and this is specially valid for any paying customer (in any business).
Title: Re: I Have A Problem Avast Support Could Not Fix. Could you help, please?
Post by: Horsewoman on September 25, 2011, 10:03:38 AM
There was nothing concerning in event viewer on our computer, in fact not even one critical error. Yet iyogi claimed it was evidence of serious issues with the computer. Not only that but they claimed they could do nothing to help with the Avast issue, saying it was caused by the serious problems the computer had, and the only way they could help with that was if we paid their annual fee.

My husband has not received any response to his email yet.