Author Topic: why the are billing questions/issues online only?  (Read 3724 times)

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why the are billing questions/issues online only?
« on: August 07, 2014, 10:38:55 PM »
This is here because somebody felt I needed to start a new discussion since  I was "hijacking" someone else's thread. funny considering theirs related to customer service as well...
Referring billing issues to online tickets only is ABYSMAL customer service. billing issues often need immediate resolution, not being told you should get a reply within 24 to 48 hours. I hope avast will reconsider this idiotic practice.  >:(

Offline CraigB

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Re: why the are billing questions/issues online only?
« Reply #1 on: August 07, 2014, 10:41:35 PM »
Do you have a billing complaint in review?

Offline bob3160

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Re: why the are billing questions/issues online only?
« Reply #2 on: August 07, 2014, 10:45:55 PM »
You were asked to start your own topic instead of hijacking another person's thread
IF YOU HAVE A PROBLEM that needs to be address. (Sorry to shout)
If you don't have a problem, then please stop trolling.
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Re: why the are billing questions/issues online only?
« Reply #3 on: August 07, 2014, 10:47:39 PM »
I sent the online "ticket" regarding it. It would have been better handled more quickly via phone.  I find it silly that phone support is there for everything but billing issues.

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Re: why the are billing questions/issues online only?
« Reply #4 on: August 07, 2014, 10:48:59 PM »
look bob, I left the other thread. maybe you should look in the mirror when you accuse someone of trolling.

Offline bob3160

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Re: why the are billing questions/issues online only?
« Reply #5 on: August 07, 2014, 10:52:44 PM »
look bob, I left the other thread. maybe you should look in the mirror when you accuse someone of trolling.
Glad the hijacking has stopped.
You've already been given the appropriate answer in the other thread.
You may not agree with or like it, but that's the policy.

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Offline CraigB

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Re: why the are billing questions/issues online only?
« Reply #6 on: August 07, 2014, 10:56:17 PM »
As you already know the process takes 24 to 48 hours and that's how it is, I see no further need to continue discussions on the matter as the world doesn't change simply because you expect things to be how you like.

Offline Para-Noid

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Re: why the are billing questions/issues online only?
« Reply #7 on: August 07, 2014, 11:00:12 PM »
24 to 48 hours is more than fair. It gives avast time to research the issue and proceed
with a reasonable response. Many companies can and do take between 30 and 60 days.
It might not be a bad idea for you to read the "fine" print. It is up to the company to
create policy and not the customer. It's up to the customer to do the reading.

Please keep in mind we are users like you. We do not work for nor do we receive payment
from avast.
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Re: why the are billing questions/issues online only?
« Reply #8 on: August 07, 2014, 11:06:37 PM »
I (angrily) acknowledge that it is how they handle these matters. It does not mean that I am required to like it Craig. I hope in the future they include billing issues in their phone based support as many other companies big and small do.

Offline Para-Noid

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Re: why the are billing questions/issues online only?
« Reply #9 on: August 07, 2014, 11:15:47 PM »
Let it go guys.

edit: typo
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Offline Eddy

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Re: why the are billing questions/issues online only?
« Reply #10 on: August 07, 2014, 11:29:45 PM »
https://forum.avast.com/index.php?topic=150518.msg1113969#msg1113969

Quote
I find it silly that phone support is there for everything but billing issues.
There is no phone support. That is just a third party, not avast. And I find it silly that you don't read before buying. If you don't like the terms, you shouldn't have bought a avast product.

Is a tree's fault when you drive into it?
No, it is not.
The three just stands there, and it is you who drove into it.
Did you have to drive into it?
No, you didn't.
Don't blame the tree, blame yourself.

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Re: why the are billing questions/issues online only?
« Reply #11 on: August 09, 2014, 08:41:17 PM »
24 to 48 hours... sure. maybe in metric time. A couple of days later, a whole lot of no reply in my inbox. I like the program and guess I will just keep the extra time I have inadvertently ended up with, hoping no computers decide to croak in the next 2 years...

Before eddy trolls again, I'll mention that I made sure to check the spam folder in my email just in case a reply ended up there instead of my inbox
« Last Edit: August 09, 2014, 08:50:49 PM by rebernard82 »

Offline Eddy

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Re: why the are billing questions/issues online only?
« Reply #12 on: August 09, 2014, 09:44:52 PM »
A reply to a ticket can take (up to?) 10 business days.