Author Topic: Password Generator Problem/Support Upsell pressure  (Read 8976 times)

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herrmara

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Password Generator Problem/Support Upsell pressure
« on: April 11, 2014, 03:42:33 PM »
I'm having a problem with the EasyPass Password Generator function.  A site requires A-Z, a-z, 0-9, and special characters.  When I select all of those options in the generator (either stand-alone or in a browser) it only provides 0-9.  If I deselect 0-9 it produces A-Z, a-z, and special characters.  Any ideas?

I attempted to open a ticket but got an automated email to call the support line.  The first person I talked to told me she could only support the anti-virus, not the add-on programs.  I called back and got another agent who agreed to help me.  She remoted into my computer and proceeded to run some tools which she used to "prove to me" that my computer was bloated and that it was not her fault that the avast app was not working as advertised.  She attempted to transfer me to "an engineer" who would fix my PC and only charge me $179/year.  She never wanted to go back to my original issue and deal with the generator functionality.

I've been a satisfied user of the free anti-virus for years and thought I'd go paid version for the additional functionality but if this is the way Avast wants to treat subscribers I think I'll have to move on to another platform. 

Offline Asyn

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Re: Password Generator Problem/Support Upsell pressure
« Reply #1 on: April 12, 2014, 06:00:06 AM »
1. I'm having a problem with the EasyPass Password Generator function.  A site requires A-Z, a-z, 0-9, and special characters.  When I select all of those options in the generator (either stand-alone or in a browser) it only provides 0-9.  If I deselect 0-9 it produces A-Z, a-z, and special characters.  Any ideas?

2. I attempted to open a ticket but got an automated email to call the support line.  The first person I talked to told me she could only support the anti-virus, not the add-on programs.  I called back and got another agent who agreed to help me.  She remoted into my computer and proceeded to run some tools which she used to "prove to me" that my computer was bloated and that it was not her fault that the avast app was not working as advertised.  She attempted to transfer me to "an engineer" who would fix my PC and only charge me $179/year.  She never wanted to go back to my original issue and deal with the generator functionality.

1. Which version of EasyPass..??
2. Report your experience to Adam Riley: riley[at]avast.com
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

herrmara

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Re: Password Generator Problem/Support Upsell pressure
« Reply #2 on: April 12, 2014, 04:30:05 PM »
Asyn;

Thanks - version 7.9.1.129. The update function indicates i have the latest level.

Is anyone else reporting this issue or is it just me?

BTW - to add insult to injury, I just received an automated email offering me a 20% discount for their Total Support Plan.

Who is Adam?

Thanks, agian!

Offline Asyn

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Re: Password Generator Problem/Support Upsell pressure
« Reply #3 on: April 12, 2014, 05:07:36 PM »
1. Thanks - version 7.9.1.129. The update function indicates i have the latest level.
2. Who is Adam?

1. Please update to the latest version (7.9.5.133): http://files.avast.com/files/easypass/avast_easypass_setup.exe
2. He takes care of problems within the 3rd party support.
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

herrmara

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Re: Password Generator Problem/Support Upsell pressure
« Reply #4 on: April 12, 2014, 06:13:01 PM »
Thanks - I'll give it a try and let you know what happens.

I sent him a note.  Thanks for the referral.

Offline Asyn

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Re: Password Generator Problem/Support Upsell pressure
« Reply #5 on: April 12, 2014, 06:13:55 PM »
You're welcome.
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

herrmara

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Re: Password Generator Problem/Support Upsell pressure
« Reply #6 on: April 13, 2014, 02:25:54 PM »
New Level installed - no change to symptoms.  As I have not seen any other posts on this issue I have to assume it is something on my system.  I have no desire to be abused by the third party vendor again so I will stop using the app.  At least the AV is still working fine (so far as I can tell).

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Re: Password Generator Problem/Support Upsell pressure
« Reply #7 on: April 14, 2014, 07:14:55 AM »
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

herrmara

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Re: Password Generator Problem/Support Upsell pressure
« Reply #8 on: April 15, 2014, 04:18:02 PM »
Asyn - thanks - ticket #HCA-848-42322 submitted.

Offline Asyn

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Re: Password Generator Problem/Support Upsell pressure
« Reply #9 on: April 16, 2014, 08:55:59 AM »
You're welcome.
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

herrmara

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Re: Password Generator Problem/Support Upsell pressure
« Reply #10 on: April 17, 2014, 09:29:47 PM »
Asyn - FYI - I heard from Jakub - sent him some screen shots.  He indicated his works fine, though, so the trouble must be within my system.  Since I have no desire to deal with another remote session and the marketing department at Marks & Spencers, I don't think I will pursue this.

herrmara

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Re: Password Generator Problem/Support Upsell pressure
« Reply #11 on: April 18, 2014, 03:29:58 PM »
Asyn, et al:

An update – I uninstalled EasyPass, ran cCleaner to purge the Registry, powered off the pc and turned it back on, reinstalled EasyPass.  The password generator now is working.

I was reading through the forum and this seemed to be a recurring solution for several Avast issues so I thought I’d try it.

Thanks for your time and support = love the avatar!

Offline Asyn

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Re: Password Generator Problem/Support Upsell pressure
« Reply #12 on: April 19, 2014, 06:49:43 AM »
Glad, you got it fixed.
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

herrmara

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Re: Password Generator Problem/Support Upsell pressure
« Reply #13 on: April 29, 2014, 09:10:37 PM »
Asyn - thanks - again.  FYI - one encouraging thing has happened as I close out this episode.  I have had a call from Sandra at avast! Customer Satisfaction.  They took my feedback to heart and are pulling the audio file from my phone calls to Support and are reviewing process and procedure.  She spent almost a half hour on the phone with me so I assume they are sincere about resolving any deficiencies they find.  Having been in customer service and call center operations, myself (in a former life), I am encouraged by her call.  It was very much like the ones I sometimes had to make to my client's end users.

If anything comes of it I will let you know.

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Re: Password Generator Problem/Support Upsell pressure
« Reply #14 on: April 30, 2014, 06:49:59 AM »
If anything comes of it I will let you know.

Please do so. Thanks for the feedback.
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0