ABSOLUTELY TERRIBLE CUSTOMER AND TECH SERVICE

[Michael (alan1998)]

Also.....and I am not including myself but I am a techy enough to know........many of the senior guys on this Forum are better than most level techs...not to mention a Level 2. [/b]

I can vouch for that. If you search names like Essexboy, g3n-h@ackm@n, TwinHeadedEagle. You'll find them all over.

Essexboy is a teacher here. http://www.geekstogo.com/forum/topic/288498-thank-you-essexboy/
G3n-h@ackm@n: http://www.security-helpzone.com/forum/User-g3n-h-ckm-n

Essexboy has posted almost 60,000 posts on G2G + 27,000 here.
G3n-H@ckm@n hasspent 6 months on Security HelpZone. Most of these guys have the knowledge of a computer on the back of their hand. I am notkidding when I say. "They are the best I've seen in my entire life."

Btw, Congratz Essexboy on reaching 60k Posts on G2G! I'll have to join the school someday

[thekochs]

that was when something had gotten sooooo screwed up that not only would Windows not load - but nothing in Safe Mode would load either (no w/networking; not /w/command prompt; etc).

Tech who finally directed restoring the computer to it's factory settings (never told me [I should have known I guess] that the backup done was NOT going to backup existing installed products like Photoshop, MS Office, and numerous other programs

Just some items that may help in future..........

1) You can re-install Windows without destroying your installed software & data.....in XP called a repair install, in W7 an in-place upgrade.  There is also ways to get to command prompt and runs some utils that may repair the O/S.  I know all that is moot point now but FYI for future.
2) You really need to have a offline (eg USB HDD) image of your HDD.  The factory restores are hidden partitions and while they do work they also put your machine back to state when you bought it.....hardly good as you stated.  There are a lot of imaging software out there but this is a very good, easy and FREE one: http://www.macrium.com/reflectfree.aspx
You can schedule backups at night to run to the USB HDD....and if (when) your HDD on your PC has a physical crash and you have to replace the HDD you have an image of your machine that with one recover CD (able to burn from Macrium software) and about and hour of it restoring you are back up and running.

[Eddy]

Hitman? A tech who knows what he is doing will never tell you to run that crap!

"Software producer Lavasoft was in discussion with Mr. Loman over changes to the program before granting any official permission to implement their software and McAfee says they did not grant permission and claim no knowledge at all of the program"

"HitmanPro 3 also requires a license key to remove malware found on a user's computer, however it does offer a free 30-day trial, which does not let you remove any files identified"

I have met and spoken to Loman. He was living in the same town as me.
The only thing that hitman was doing (and basicly still is), is running software from other developers.
If you wanted to fix things you could click a link provided by hitman.
And that link was the affialiate link from Loman.
So if you bought e.g. McAcrap through it, he would make money.

[Scrittore]

that the backup done was NOT going to backup existing installed products like Photoshop, MS Office, and numerous other programs

That requires doing an Image Backup which, depending on your operating system, can be done within Windows or, may require a separate program.

Thank you Bob for the comment and observation of what should have been done to preserve all of my personally owned and installed software - but - unfortunately that suggestion/recommendation/process was not done by any of the techs that alternately worked on my computer - so all of that was lost in the re-format and has to be reinstalled.

Unfortunately that wastes more time - time needed to accomplish (especially since I don't know where those disks are pursuant to a recent move) so again - more loss of productivity and all because the 'protocols' were so loose regarding discussions that none of the techs who worked on my computer bothered to tell me (remind me) of implementing your suggestion.

[bob3160]

Thank you Bob for the comment and observation of what should have been done to preserve all of my personally owned and installed software

That comment wasn't meant as something the techs should have done but, as an observation of what procedure is required
in order to totally back up everything on your system.
It's something I do regularly on a weekly basis and something everyone should be doing to be prepared
for a disaster prior to the disaster happening.
You unfortunately found out the hard way that once a disaster happens, hindsight doesn't work. 

[Scrittore]

that the backup done was NOT going to backup existing installed products like Photoshop, MS Office, and numerous other programs

That requires doing an Image Backup which, depending on your operating system, can be done within Windows or, may require a separate program.

Thanks for the comment Bob.

Not sure why an earlier response to you didn't post - but I did a number of days ago.

None of the 'techs' never questioned what I had installed before directing me to return my computer to factory settings - which of course I did know was going to wipe the hard drive. What I didn't realize was that the "backup" was not going to capture those programs, etc., and even then, all the 'backup' window indicated was going to be backed up didn't 'reappear' when restored.

I've learned a lot on this - mainly to approach the forum first with questions and issues and not the 'online techs'

[thekochs]

It is clear to me the Avast dial-in tech support is 3rd party.....contract folks.....not Avast.
Sure, Avast "monitors" them like I'm sure the 100s of other companies using the same service.
Heck, if I call into Comcast and gets routed to tech support once they check my line and is OK they "route" me to "tech support".
Probably the same group.....why, because it's $175 first on your credit card and also allow them to connect to your computer.
I'm not sure which is more crazy....giving them money before they "fix" anything or letting them have access to your PC.

To me it is very simple.......NEVER EVER.....EVER use a dial-in service....don't care what company you are starting from.
In this day-n-age companies don't have the resources to have that backend infrastructure so they farm it out.
Those folks are generalists with standard steps and brute force techniques that are one size fits all approach.
For me, if you have a severe enough issue take the time to go to Forums and research.....heck, a Google search most times turns up good info.  If things are too mucked up then take the $175 you would pay those "guys" and go to a local PC house.  The local folks will at least backup your machine and you have local 1:1 access....plus, they probably won't charge you until fixed.

Anyway, I see threads like this on so many forums.......hopefully for new people reading the experience above can help avoid their frustration...just a shame did not help OP.......

[myambo]

Have waited - BY THE CLOCK - over two hours listening to flutes, etc., waiting for technical support on the 877-204-9327 number (Saturday  Feb 01, 2014) which joined the over two hours combined waiting in between tech reps working, disengaging, me having to call back each time after some process completed (AND THE MESSED UP MY COMPUTER SO BADLY IT WOULDN'T START WINDOWS ALL LAST NIGHT!!!

Then - there's the "Customer Service" matter - wherein AVAST in all its wisdom has NO PROVISION for a "customer service representative to contact a Level 2 technician to give a phone number and name to to call back to finish what they started (see above problems covering now two days) - all because the above "technical support" line seemingly just doesn't have near enough staff (as per my over an hour wait time just today alone).

Also - I bought the VPN (Jan 02, 2014) and the license file was never sent.

Customer service says I didn't buy it because they can't find any record of the purchase - BUT I'M LOOKING AT THEIR CHARGE FROM THEIR RE-SELLER (Digital River) ON MY CREDIT CARD!

Needless to say - I'm very, very, VERY dissatisfied with AVAST !!

Quick to take the money - but slow as the lead turtle in a turtle race to service 

I agree with you. Avast customer service sucks. I oppened a case Ticket ID: TIK-416-26536 on 11 February and more than 48 hours later no one has attended my case 

[bob3160]

Have waited - BY THE CLOCK - over two hours listening to flutes, etc., waiting for technical support on the 877-204-9327 number (Saturday  Feb 01, 2014) which joined the over two hours combined waiting in between tech reps working, disengaging, me having to call back each time after some process completed (AND THE MESSED UP MY COMPUTER SO BADLY IT WOULDN'T START WINDOWS ALL LAST NIGHT!!!

Then - there's the "Customer Service" matter - wherein AVAST in all its wisdom has NO PROVISION for a "customer service representative to contact a Level 2 technician to give a phone number and name to to call back to finish what they started (see above problems covering now two days) - all because the above "technical support" line seemingly just doesn't have near enough staff (as per my over an hour wait time just today alone).

Also - I bought the VPN (Jan 02, 2014) and the license file was never sent.

Customer service says I didn't buy it because they can't find any record of the purchase - BUT I'M LOOKING AT THEIR CHARGE FROM THEIR RE-SELLER (Digital River) ON MY CREDIT CARD!

Needless to say - I'm very, very, VERY dissatisfied with AVAST !!

Quick to take the money - but slow as the lead turtle in a turtle race to service 

I agree with you. Avast customer service sucks. I oppened a case Ticket ID: TIK-416-26536 on 11 February and more than 48 hours later no one has attended my case 

May I suggest that rather than complain here, you use this Support Forum to get the help you apparently haven't received.

[Hammey]

Hi well at least you are not dealing with Corel they sent me a 1-800 support number turned out to be a porn phone chat line. What kind of company lets there main support number go to a porn dialup service. That is the end of my business with them.

[jasmith]

Having what seems to be the same issues as you Jim as far as support and customer service.

Please resolve this issue!   Please credit my account  ASAP

From: Julie A Smith [mailto:julie@julieasmith.com]
Sent: Friday, January 31, 2014 11:25 AM
To: orders@avast.com
Cc: julie@julieasmith.com
Subject: refund request - unsatisfied Order # 14236038642

Hi,  my name is Julie  Smith  and I am very dissatisfied with your support package.
Order # 14236038642  Julie Smith 


Called Avast on 29th of January 10 am….spoke with a nice gentleman about Avast Backup issues not working and no way to enter new key from newly purchased product after trial had expired.  Told him I really wanted to back up my files because my computer was very slow getting old I though and was going to replace it.
He said if I purchase the support product listed above the support department could get my computer running like new.  He checked and found lots of registry errors and then he had me put in a support ticket for Avast Back-up.
Then Cesar Solarte worked on my computer for a little over 2 hrs.  I had to leave for an appointment…I called support let them know I had to leave and left him on my computer…unfortunately he lost connection and left me a message to call back to continue working on the product when I returned.
When I returned at 4:30/5pm et  I called back and talked to Ronald Casasola who looked into the problem and sent the ticket to Christopher Vega who downloaded windows live and messenger, which I don’t even use, he did several other things which did not do anything of value….then he handed the ticket over to someone else and they worked on it for awhile and then just disappeared and never called back and I went to bed….next morning I also called back and had a Mathew Richardson work on the computer and he got avast backup up and running but by the time all was said and done some of my other programs were not working correctly…my computer was three times slower than before…it kept hanging up and I had to keep hitting refresh to get web pages to download…all my passwords where gone and outlook kept hanging up in limbo…I was getting computer errors windows explorer not working…..dos boxes popping up with errors and my desktop was not right either….files and programs were different 
THEN,  and 10:45 he seemed to just disappear seemed frustrated because I wasn’t happy with just backup working….and wanted the other issued addressed.
I left several messages in the chat box of bomgar and then called and talked to someone in support at 11:15 who was looking into it and said Mathew might have gone on break because they get 15 minute breaks and I said ok and he thanked me for being patient…BUT, at 1:00 pm I had to leave for work and could not wait any longer for Matthew….who had not touched my computer as my mouse and screen had not changed since my 11:15 conversation on the phone.
Last night I called and complained to support….told them I wanted my computer restored to the point they started working on it and I wanted my money back.
He, I believe his name was Randall,  said ok walked me through the restore process and told me to call when it was completed and they would walk me through the refund process.  I called was on hold for ½ hour  hung up called 952 908 4150 explained everything to some nice lady and she told me I had to write this all in an email and send it to  orders@avast.com to start the refund process.
My computer is back to the way it was before and I am having someone else help me to get Avast Back-up running again.

Please respond to this request VIA email or call me at 207 xxxxxxxxxhome or xxxxxxxxxxcell phone with your determination or a phone number to call you at to get this resolved…….I have been using Avast since the early 1900’s and have referred several people to you….I hope this is just an isolated incident, caused by to many people working on one computer with misinformation.

Thank you for your time,
Julie A SmithToday talked to Mike and she basically said to bad for me....they tried and can only do the best they can........NOT what I was promissed at time of sale.
________________________________________
 
This email is free from viruses and malware because avast! Antivirus protection is active.

[jasmith]

Have waited - BY THE CLOCK - over two hours listening to flutes, etc., waiting for technical support on the 877-204-9327 number (Saturday  Feb 01, 2014) which joined the over two hours combined waiting in between tech reps working, disengaging, me having to call back each time after some process completed (AND THE MESSED UP MY COMPUTER SO BADLY IT WOULDN'T START WINDOWS ALL LAST NIGHT!!!

Then - there's the "Customer Service" matter - wherein AVAST in all its wisdom has NO PROVISION for a "customer service representative to contact a Level 2 technician to give a phone number and name to to call back to finish what they started (see above problems covering now two days) - all because the above "technical support" line seemingly just doesn't have near enough staff (as per my over an hour wait time just today alone).

Also - I bought the VPN (Jan 02, 2014) and the license file was never sent.

Customer service says I didn't buy it because they can't find any record of the purchase - BUT I'M LOOKING AT THEIR CHARGE FROM THEIR RE-SELLER (Digital River) ON MY CREDIT CARD!

Needless to say - I'm very, very, VERY dissatisfied with AVAST !!

Quick to take the money - but slow as the lead turtle in a turtle race to service 

I agree with you. Avast customer service sucks. I oppened a case Ticket ID: TIK-416-26536 on 11 February and more than 48 hours later no one has attended my case 

same here opened mine on January 31st..

[DavidR]

@ jasmith

I suggest that you remove (or obfuscate) your email address from your first post (email extract info). These forums are publicly available and email addresses could be harvested by spambots.

[waking]

I have been using Avast since the early 1900’s

Holy Moley! Did avast! work with abacuses way back then?

[bob3160]

I have been using Avast since the early 1900’s

Holy Moley! Did avast! work with abacuses way back then?

When you consider that Avast (Alwil) is celebrating it's 25th Anniversary this year, it's not
that hard to have been a customer that long.