Confusing Reply To Renewel Question

[blowtorch73]

Hi. I have just received a reminder that my Avast expires in 1 month. On receiving the same reminder last year. I renewed immediately and  sent the following e-mail:


 
 "When I booted up this morning I got a message stating that my Avast was about to expire so I decided to take up the offer to renew. Could you kind ensure that the new one is put in place after my current one expires.
  Regards,
 Me"


 
Can you please check the expiry date of my original order - I thought that itwas-November- and whether I have lost a whole month by remitting too early last year?
 
Regards,
 Me.



Avast Reply



Congratulations - you have registered for your new avast! Account portal.
Now we just need you to confirm your registration by clicking the following link:
(Link deleted)
Thank you, and safe surfing!

AVAST Software
http://www.avast.com

Can anyone explain what that's all about? I certainly doesn't seem to be an answer to my question.
Bob

Edit: On clicking on a ticket link, I was surprised to find both my name and hers on the same ticket. It would appear (I could be wrong) that although we have different e-mail addresses, that somehow Avast have combined the 2 accounts. Hence their reply of congratulations on my new Avast, seems to have been meant for my wife. I give up.
 

[Para-Noid]

You may want to use the avast contact form.
You can get it here.

[blowtorch73]

You may want to use the avast contact form.
You can get it here.

I did but haven't even received an acknowoledgement yet. Will phone the UK Cust. Svcs

[Eddy]

What exact version of avast is it you are using?

[blowtorch73]

What exact version of avast is it you are using?

Internet Security. Phoned Avast and it would appear that they thought that I had opted for automatic renewal which I had not. Since they had already renewed without my approval, I am to be sent an e-mail stating that the charge for  A.I.S. will be credited to my account but also that the renewal will remain in place FOC until December 2014. Now that's what I call service.

[blowtorch73]

the charge for  A.I.S. will be credited to my account but also that the renewal will remain in place FOC until December 2014. Now that's what I call service.

Well that's what I thought when I made the post. There is a saying here that when someone provides conflicting information, they are said to have "Their knickers in a twist". Well, on this occasion, Avast really have. One agent tells me that I can have IS free of charge for the next 12 months but I have just received another e-mail that completely contradicts that statement. If there is anyone from Avast looking in, could you please use whatever clout you have, to get my account sorted out?

[blowtorch73]

After the problems I had with my Avast account, I thought that I would get my wife to check hers. She did and found that her problems were far worse than mine. See " 2 Avast Licences" thread.

[andrewmcd01]

I'm in the middle of this right now. I got an email warning me to renew, and stating specifically that I wouldn't lose anything by renewing early - 'We just extend your expiry date by a year'. So I renewed - in the process I was offered an upgrade (not free, but discounted) to Premier, so I took that option and made the combined payment. The license key for renewal that arrived was dated a month short - 'Valid from purchase, not activation'.  I guess they have confused themselves - the Premier expires on one date, the Internet security on another - but that's a problem they have given themselves.

It's not a lot of cash, but the insight into Avast customer support in trying to clear this up has been terrible - this is obviously a sales issue (they've sold me a short-dated licence key!), but sales consistently try to hand me off to tech support. Tech support have a helpline in Europe (00420 274 005 777) which rings for a while and then tells me that the person at extension 666 is not at their desk, please leave a message - eh? Their response to emailed support tickets is a simple email telling me how to insert a license key (I know!); and that's about it. I'm on email 15 and counting, and there is no way to escalate this as far as I can see. Anybody had any luck?

[bob3160]

I'm in the middle of this right now. I got an email warning me to renew, and stating specifically that I wouldn't lose anything by renewing early - 'We just extend your expiry date by a year'. So I renewed - in the process I was offered an upgrade (not free, but discounted) to Premier, so I took that option and made the combined payment. The license key for renewal that arrived was dated a month short - 'Valid from purchase, not activation'.  I guess they have confused themselves - the Premier expires on one date, the Internet security on another - but that's a problem they have given themselves.

It's not a lot of cash, but the insight into Avast customer support in trying to clear this up has been terrible - this is obviously a sales issue (they've sold me a short-dated licence key!), but sales consistently try to hand me off to tech support. Tech support have a helpline in Europe (00420 274 005 777) which rings for a while and then tells me that the person at extension 666 is not at their desk, please leave a message - eh? Their response to emailed support tickets is a simple email telling me how to insert a license key (I know!); and that's about it. I'm on email 15 and counting, and there is no way to escalate this as far as I can see. Anybody had any luck?

The license is always valid (starts) from the purchase date.

[blowtorch73]

Just when I thought that  could relax knowing that I was fully protected until December 2014,

("Dear Bob,
 
License which is registered under e-mail: ***********.co.uk is valid until Dec/13/2014."),
 
I got the following e-mail:

"Hello bob
Your avast! Internet Security license is going to expire within 48 hours. After that your computer will not receive any virus database updates and security shields will be deactivated. To keep your computer secure renew your license today."

I have sent an e-mail in reply, but really wonder if being with Avast is worth the hassle.

[blowtorch73]

Got another e-mail from Avast with a new licence and advised to uninstall current version in safe mode and download again from a given link. Managed to do this but did not know how to download licence to desktop as advised since no choice of location was given, simply 'save' or 'run'. Then a box popped up asking for a key or code or words to those effects. Are these in the licence I was advised not to open?
Left without security so downloaded Free Avast.
If you are having similar problems, rest assured you are not alone.

[bob3160]

Got another e-mail from Avast with a new licence and advised to uninstall current version in safe mode and download again from a given link. Managed to do this but did not know how to download licence to desktop as advised since no choice of location was given, simply 'save' or 'run'. Then a box popped up asking for a key or code or words to those effects. Are these in the licence I was advised not to open?
Left without security so downloaded Free Avast.
If you are having similar problems, rest assured you are not alone.

Simply right click on the license file and select Save As then select where to save it from the explorer menu.

[blowtorch73]

Thank you, will try that right now

[blowtorch73]

'Save as' is not one of the given choices.

[bob3160]

'Save as' is not one of the given choices.