Author Topic: Very disappointing customer service  (Read 6511 times)

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Offline steveb_online

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Very disappointing customer service
« on: July 26, 2014, 11:00:41 AM »
I have been a loyal Avast user for years. Great product.  This year I have over 5 paid Premium licences.
Today one of the installations had a problem (not a virus infection). I called support and they ran diagnostics remotely. The "answer" was that the computer was faulty and the OS was screwed.  But it could be fixed for $119.  I declined.
After the call I fixed the problem myself by using installation-repair (in Control_Panel-Install_Remove_Programs)

I am very disappointed that the agent did not suggest this simple step and it is clear to me that the purpose of these agents is simply to push the additional service options. I regard this as unethical and a scam.  It looks like a lot of others agree with me. Take a look at this independent rating of Avast support (approval rating of <2%).

http://www.customerservicescoreboard.com/Avast

Come on Avast. You have a great product. Why rip-off the people who actually licence your products and pay you good money.  I want good quality informed support, not being fleeced.

 

Offline Asyn

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Re: Very disappointing customer service
« Reply #1 on: July 26, 2014, 11:03:18 AM »
Report your experience to Adam Riley: riley[at]avast[dot]com
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Offline steveb_online

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Re: Very disappointing customer service
« Reply #2 on: July 26, 2014, 11:11:41 AM »
Thank you. I've done that. I see that Mr Riley is a senior manager in the company and I hope that this type of feedback will be of interest.
Cheers!

Offline Asyn

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Re: Very disappointing customer service
« Reply #3 on: July 26, 2014, 11:13:38 AM »
You're welcome.
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Offline bob3160

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Re: Very disappointing customer service
« Reply #4 on: July 26, 2014, 03:20:04 PM »
Quote
I want good quality informed support, not being fleeced.
@ steveb_online
You've taken the first step toward receiving good customer support by signing up for the support forum.
Our only interest here is to help those that have a problem. :)
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Offline steveb_online

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Re: Very disappointing customer service
« Reply #5 on: July 26, 2014, 04:49:00 PM »
bob3160, thanks for the reply.
There is, indeed, a very good support-base created by the users (and the moderators of this forum).  A very useful resource.

Offline schmidthouse

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Re: Very disappointing customer service
« Reply #6 on: July 26, 2014, 05:51:53 PM »
It has been documented so many times it's ridiculous that nothing has changed.
The 3rd Party support has been a festering wound in the Reputation of Avast it seems, regardless of which group is providing it. There motivation is scamming money not providing professional, effective solutions.
Thankfully there are many long time users here on the forum, as well a professional malware removers that assist professionally and provide effective solutions for FREEE> :)
???HP ENVY 15K LT W10 Pro 21H1 64Bit/750GB HD/16GB Ram/Avast Premium 21.9.2493b/Secureline VPN v.5.12.5699b/ADU v.21.3b/ASB v.94.0b/SANDBOXIE-plus/MailWasherPRO
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Offline steveb_online

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Re: Very disappointing customer service
« Reply #7 on: July 26, 2014, 06:15:04 PM »
schmidthouse - thanks for the reply. 
This forum is going to my first port of call when **** happens, which regrettably it will at some stage.
I am impressed with the Avast product and it seems there are many users that are too (like yourself), so hopefully it will be maintained by the vendor to a high standard.  It's a bit ironic that I have been using the free product for ages (and was very pleased with it) so I decided to start licensing it to put some money back in to the system to aid development. As it turns out that just opened me up to their support 'scam'.  Rats.  :-\

Offline schmidthouse

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Re: Very disappointing customer service
« Reply #8 on: July 27, 2014, 02:05:52 AM »
You're welcome.
???HP ENVY 15K LT W10 Pro 21H1 64Bit/750GB HD/16GB Ram/Avast Premium 21.9.2493b/Secureline VPN v.5.12.5699b/ADU v.21.3b/ASB v.94.0b/SANDBOXIE-plus/MailWasherPRO
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Offline polonus

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Re: Very disappointing customer service
« Reply #9 on: July 27, 2014, 02:19:13 AM »
The avast! support forums is the recommended way to go and get support
(also for qualified guided removal assistance and cold reconnaissance third party website scan analysis).
Support comes from volunteers, like me and others.

But avast team members may enter a thread for an occasional reaction or put a word in,
for it is the official avast support forums.
virus@avast.com is another a preferred way to report issues and directly contact avast!

polonus
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Use NoScript, a limited user account and a virtual machine and be safe(r)!

Offline digmor crusher

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Re: Very disappointing customer service
« Reply #10 on: July 27, 2014, 07:15:52 AM »
Why is Avast still using this rip off 3rd party support?  Would be nice if someone from upper management could comment on this as it seems this 3rd party support is nothing but a detriment to spreading any Avast goodwill. My guess why they use them is...$$.
« Last Edit: July 27, 2014, 06:04:40 PM by digmor crusher »

Offline schmidthouse

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Re: Very disappointing customer service
« Reply #11 on: July 27, 2014, 05:57:22 PM »
Unfortunately, there is no way of tracking how many users are effected negatively by the 3rd Party scam artists and either don't know about or use the forum to report their experience.
???HP ENVY 15K LT W10 Pro 21H1 64Bit/750GB HD/16GB Ram/Avast Premium 21.9.2493b/Secureline VPN v.5.12.5699b/ADU v.21.3b/ASB v.94.0b/SANDBOXIE-plus/MailWasherPRO
**HP Compaq 8510p LT W10 Pro 20H2 64Bit/1TB HD/8GB Ram/WD/ADU v.21.3b/SANDBOXIE/MailWasherPRO/HotSpot Shield
     
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Offline AnnaKlava

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Re: Very disappointing customer service
« Reply #12 on: August 29, 2014, 10:45:06 PM »
I've too been burned by this third party customer service. I've called them back and apparently they do work with Avast. I was charged 49.99 and they wanted my first and last 4 digits of my credit card which was rather shady. They don't have a website but say that Avast does not have customer support. I didn't purchase avast so I was auto charged by this company. I'm totally not comfortable with some random foreigners pulling money out of my bank that's not directly to Avast. :/

Offline Asyn

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Re: Very disappointing customer service
« Reply #13 on: August 29, 2014, 10:55:59 PM »
I've too been burned by this third party customer service. I've called them back and apparently they do work with Avast. I was charged 49.99 and they wanted my first and last 4 digits of my credit card which was rather shady. They don't have a website but say that Avast does not have customer support. I didn't purchase avast so I was auto charged by this company. I'm totally not comfortable with some random foreigners pulling money out of my bank that's not directly to Avast. :/
Sounds like a scam. Which number did you call..??
Win 8.1 [x64] - Avast PremSec 21.10.6772.IBC [UI.679] - EEK - Firefox ESR 91.3 [NS/uBO/PB] - TB 91.3.2
Avast-Tools: Secure Browser 96.0 - Cleanup 21.3 - SecureLine 5.14 - Driver Updater 21.3 - CCleaner 5.87
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0