Oh my goodness! I'm having the same problem!! I purchased the Avast (the household has had it for 2 years without a problem... until now) for my new comp as well as my son's. Then I bought the Grime Fighter for my comp as well as my son's, mine works, his doesn't. After having spoken with Tech Support, who have been friendly and have tried to help, I was told that he had viruses that needed to be removed so that the Grime Fighter could work. (please note that I was never told that they may not be able to get it to work, and I'm about as literate about computers as a one y/o so I really, honestly thought with paying them the additional 179.00, they could get it to work. My bad.) Then they checked my computer because, and I quote, "The virus could have jumped from his computer to yours if you share the same router". I trust people so I said, "OK", and paid another 299.00 with the understanding I would get the original $179.00 back.
It's been one week today and still no email informing of any refund for the 179.00. I called customer service, and wow, they are the rudest bunch of people I've ever dealt with, but I was told flatly that another request would be submitted but it takes 7 days. LOL So a refund that should have come via email within 24-48 hours will be another 7 days. I have to be completely honest, my trust with these people is at about as low as it could get. I may get it, I may not... we shall see...
In a two-day time frame, I have paid $617.00 to Avast (minus a few pennies. literally minus 4 cents, i think) for the anti-virus, Grime fighter(s), and Tech Support for a year. What I have gotten is more problems with both computers, and I honestly don't understand it. It is times like these that I wish i were a computer literate person. One thing is for sure, I'm not putting anymore money out to try to find out why his system keeps crashing on him when it never did before, and my system continues to go to some "redirect" page when it never did before. (Which, btw, I'm getting totally used to. I just "X" out of it and go back to the page I was trying to look at before it redirected me to some other website.) But I am beginning to feel not only very frustrated, but duped as well. For two years I thought so highly of Avast, but I begin to wonder if I put my good faith in a company that didn't deserve it.
Anyway, I wish you luck with your refund. I would LOVE a refund for the entire 179.00 PLUS 299.00, but was told "NO". Now, I don't even think that I will get the $179.00 I was told I would get when I gave them an additional $299.00 for the Tech Support for both computers.
PS I have windows 7. Not sure why that is important, but I've been asked now a few times...
