Support questions and suggestions

[redman]

Avast users have the option to post in this forum and/or contact the developers direct. While support in this forum can only be regarded as "excellent", responses to items sent to the developers don't seem to be forthcoming.

Question: are members of the development team in this forum and if not, do they read all the posts? What experience do others have of contacting the developers direct (just curious)?

[Eddy]

Many of the Alwil team are here very often and they do give support here.

eg, Igor and Vlk, kubecj, Pavel, edu. (But there are a lot more)

Use the member search  option, select "search by website" and use as keyword "alwil"

[RejZoR]

Vlk and igor are certanly most active around here.

[DavidR]

You mentioned that you had a suggestion, but I only see questions?

[redman]

You mentioned that you had a suggestion, but I only see questions?

I was referring generally to reasons to contact technical support, not that I had a suggestion to post here. Sorry if that wasn't clear.

[Lisandro]

What experience do others have of contacting the developers direct (just curious)?

Awesome... perfectly... not a trouble... 

[redman]

What experience do others have of contacting the developers direct (just curious)?

Awesome... perfectly... not a trouble... 

Is that via this forum, via the product's Help menu or both?

[Lisandro]

Is that via this forum, via the product's Help menu or both?

Redman, if I understood you correctly, you said:

What experience do others have of contacting the developers direct (just curious)?

Direct contact is through email, IM, phone call, etc.
My experience is very good through email. But, in fact, I do not send them that many emails. Only that the communication is always opened, you can always talk with them.

About help files, ok, can be improved a little but I think that avast is talking almost 20 languages nowadays. It's a little slow and requires very hard work of a lot of users to get all files updated 

[redman]

About help files, ok, can be improved a little but I think that avast is talking almost 20 languages nowadays. It's a little slow and requires very hard work of a lot of users to get all files updated 

Thanks for the info. Actually, what I meant by the Help files was the ability to go to the Help menu and choose Support/Mail Support, which opens up a partially completed new message in one's e-mail client. I've sent a couple of items via this method but not even had an acknowledgement, which made me wonder if anyone was receiving communications sent in that way.

[Lisandro]

I've sent a couple of items via this method but not even had an acknowledgement, which made me wonder if anyone was receiving communications sent in that way.

If you're talking about viruses samples, infected files for analysis... well, there is not an automatic answer system for this.
But, if you're talking about asking for help or support, well, this is bad 

When I said emails, I always refered to 'personal' emails and not support@avast.com
Sorry, maybe I have an easier communication with them then the common users here 

[redman]

I've sent a couple of items via this method but not even had an acknowledgement, which made me wonder if anyone was receiving communications sent in that way.

If you're talking about viruses samples, infected files for analysis... well, there is not an automatic answer system for this.
But, if you're talking about asking for help or support, well, this is bad 

When I said emails, I always refered to 'personal' emails and not support@avast.com
Sorry, maybe I have an easier communication with them then the common users here 

It was support e-mails rather than virus samples that I was referring to.

[Lisandro]

It was support e-mails rather than virus samples that I was referring to.

Like I said before, it's bad 
Anyway, you can understand that email won't be that fast as the forums and a lot of users have the free version and did not pay for any support...