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/AvastCome 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.