$169.99 scare tactics

[ElizabethA]

I would like to warn about the" unnecessary and expensive" contract that Avast support will scare you into.  I was told I had a Windows problem, (my screen was going to turn blue and my computer will crash...).  The only issue I called for was trouble uninstalling Free Avast, and installing the Avast Pro that I purchased.  I gave my credit card # and my computer repair was started.  My husband filmed the screen, and we also watched every step.  I had no Windows errors, nor did I have any Registry errors.  We have tried to resolve this manner in a civil manner with repeated phone calls for a refund, the charge was actually off my bank account at one point only to be taken out again the next day.  More phone calls with promises of a manager to call back within 30 minutes.  Three days later and no calls have been returned by anyone.          We have decided to contact our local abc tv station who runs reports of people being scammed.  Seven on Your Side with Jason Peterson on KATV.  It is our hope to get the word out there on the scare tactics that were used on us by the Avast Support Team.  And, more importantly that once they get your money, that there is no support.

There are more specifics to this case, but it is too lengthy to post.  Have a nice day, and never buy into this scam...take your computer to a local shop!

[essexboy]

Hi there that is a third party support and to get your money back

Couldn’t find a place on the site where I could lodge a direct complaint to the company, which is why I’m posting in this forum. So, I apologize if this topic is too out of place here. Would like to add that I've happily ......
Ultimately I received no help with my problem and my questions were never answered. Lastly, was told I couldn’t get a refund because my system is “too corrupt,” so will probably stick with Avast until my license expires. However, I will no longer recommend this company/product and will find a replacement.

By the way, all I needed to do was uninstall and reinstall to take care of the issue I was having.

Hello,
I am sorry for your bad experience with avast 3rd party support.
Current situation with avast support is that you have two options:

• Go to http://support.avast.com and request free help over the support ticket
• Call our 3rd phone support team where you can get limited free support over the phone or in case of more complex issue you will be offered premium support

If you have bad experience with our phone support, please write brief description of the problem to customerservice@avast.com and don´t forget to add

• description of the problem
• your phone number
• time and date when you called

We will escalate the problem to our call center and do necessary steps.

Thank you

Vojta Nekvapil
3rd Party support Manager

The best bet for any problem that you may have  is to post here on the forum and we will sort it out for free (well we cure the vast majority of problems  )

[ElizabethA]

Thanks! As soon as we give our phone #, and they look at their notes, they come back and promise a manager will call back.  It started out as a promise of 24 hours, then next it was 2-3 hours, last night it was a promise of 30 minutes.  We have followed their protocol to resolve this issue and given them amble time to address this matter.  Just bad business dealing with Avast!

[polonus]

Hi ElizabethA,

Anyway, thank you for reporting.
I hope those that oversee that service will take matters seriously and come to conclusions.

Our advice is go for free voluntary help as best as we can offer you.
So you should turn to these official avast! support forums.
In a majority of cases users are very satisfied with the assistance they get here.

With possible scare tactics third party service-members will shoot their own feet.
avast is a good product and certainly deserves better,

polonus

[Para-Noid]

If you had problems with the third party support contact nekvapil(at)avast(dot)com 

[ElizabethA]

  Update:  As of today March 25th, 2013, I still have had no luck getting in touch with any supervisor from Avast.  I started this on March 20th, 2013.  I have also read dozens and dozens of people that have had the same problem as I have had.

I did email Vojita Nekvapil and had no response from him either.

Bottom line is, do not use Avast Customer Service for anything.  These folks seem to be nothing more than scam artist!

[polonus]

Hi ElizabethA,

Then you now know why you have become a member of this community.
All your support questions could go here in these support forums.

polonus

[ElizabethA]

I would say this has been an expensive lesson.  The last time I called today, they said IF I didn't hear from them, I would receive an email with instructions on how to get my refund.  Has anyone ever heard of this to be true?  I have read that many others were told the same, and they never received their money back.

ElizabethA

[ouchagain]

I recently paid for this also and have conflicting emails and they take up to 4 days to respond after I call repeatedly. I paid for the program and the support and the emails I do get are conflicting , very confusing and I try the simplest ones first . I did phone this one and was told I was wasting his time . He said that over and over again , then placed me on hold so I just hung up and called the 3rd party tech. I must say they need to get organized and I will be watching to see if any more charges are made than those I had given permission for .

[bob3160]

I recently paid for this also and have conflicting emails and they take up to 4 days to respond after I call repeatedly. I paid for the program and the support and the emails I do get are conflicting , very confusing and I try the simplest ones first . I did phone this one and was told I was wasting his time . He said that over and over again , then placed me on hold so I just hung up and called the 3rd party tech. I must say they need to get organized and I will be watching to see if any more charges are made than those I had given permission for .

The smartest thing you could do is to revoke that permission and get your help from this forum.
We don't charge for our services and offer it without any preconditions. 
Above all, we are truly interested in seeking a resolution to your problem.

[ouchagain]

The smartest thing you could do is to revoke that permission and get your help from this forum.
We don't charge for our services and offer it without any preconditions. 
Above all, we are truly interested in seeking a resolution to your problem.
[/quote]

The on line support number is the one I called first, isn't that the same as this forum? It sure looks like it. Then after I was told that I was wasting his time, I phoned the third party technician, that I paid for. He said that my question should have been answered here on the phone number provided here sense it was a program problem or question and asked for the name of that man who treated me so rude. I didn't have a name to give him. But the third party tech did answer my question concerning what appeared to be a loopback
Thank you

[bob3160]

The smartest thing you could do is to revoke that permission and get your help from this forum.
We don't charge for our services and offer it without any preconditions. 
Above all, we are truly interested in seeking a resolution to your problem.

The on line support number is the one I called first, isn't that the same as this forum? It sure looks like it. Then after I was told that I was wasting his time, I phoned the third party technician, that I paid for. He said that my question should have been answered here on the phone number provided here sense it was a program problem or question and asked for the name of that man who treated me so rude. I didn't have a name to give him. But the third party tech did answer my question concerning what appeared to be a loopback
Thank you

We don't have a phone # if you want and need help, start a topic, describe your problem and give us information about your system and what security programs you're running.
Help is given here in the forum not by phone.

[ElizabethA]

Hello All,

I am wondering if ANYONE has received a refund from Avast after being scammed with the scare tactic, or for any other reason that warrants one.

I also wonder why any of us use Avast given their reputation, and also, the array of other virus protection software out there?
 
I feel I am not being smart to support a company that has terrible customer service tactics.

What happened to supporting an American company for our needs?

[.: Mac :.]

Hello All,

I am wondering if ANYONE has received a refund from Avast after being scammed with the scare tactic, or for any other reason that warrants one.

I also wonder why any of us use Avast given their reputation, and also, the array of other virus protection software out there?
 
I feel I am not being smart to support a company that has terrible customer service tactics.

What happened to supporting an American company for our needs?

American Companies generally make terrible Antivirus products, all of the good and decent products come from other countries (primarily European). Our country is not what it once was.

This post has been flagged for a moderator response, I hope they respond quickly to your issue. 

[iroc9555]

I also wonder why any of us use Avast given their reputation, and also, the array of other virus protection software out there?
 
I feel I am not being smart to support a company that has terrible customer service tactics.

What reputation ? Avast! is one of the best! AV in the market right now. It is used around the world by millions of people. The last AV-Comparative 2013 review puts Avast! amongst the 3 top AV in use around the world. See screenshot.

Whole report:
http://av-comparatives.us5.list-manage.com/track/click?u=d4c26adf2b393d0a98257ec8a&id=398e9d0ae2&e=ad59244730

Besides it is well known that if anyone is in need of help running any software or hardware the best place to get it is in the Forums and here in Avast! forum you will get it.

You can not blame the doctor if the nurses did not follow his/her instructions. Can you ?