Author Topic: Unfriendly Customer Service  (Read 4790 times)

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Unfriendly Customer Service
« on: September 29, 2014, 06:00:31 PM »
I called Avast because I had a few questions, and I got the Customer Service Rep Sergio. He answered my concerns and was fine until the end. I told him "Oh, ok Thank you, that was all I needed to ask, thank you." I waited for him to say the "Okay, if there isn't anything I could help you with then, thank you for calling [insert company name here], have a good day" bit that I hear from every service rep (from other companies). He instead replies, "Ok ma'am if you don't want to take my advice then ok. Have a good day." [Hangs up] I was trying to tell him that, no I WAS going to take his advice, but he hung up!! I'm not sure how he even got that! What terrible service!!
I wanted to send a private complaint, but wasn't sure how. Avast should send out emails after receiving calls to review their customer service calls like other companies do. Otherwise, they can keep treating their customers however they want and just hang up without any consequences! VERY BAD!!!  >:(

Offline Eddy

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Re: Unfriendly Customer Service
« Reply #1 on: September 29, 2014, 06:19:18 PM »
You did not call avast support, but a third party.
Please report your experience to Adam Riley: riley[at]avast[dot]com

Offline DavidR

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Re: Unfriendly Customer Service
« Reply #2 on: September 29, 2014, 06:24:51 PM »
You may not have even been talking to avast - that depends on the number that you called, if it was the free support number, that support is handled by a 3rd party support provider.

If that is the case, avast may not even know you called or have your email address for a follow up.

I'm no fan of this 3rd party support function - I think you are better off in coming to the forums first.
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Offline schmidthouse

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Re: Unfriendly Customer Service
« Reply #3 on: September 29, 2014, 07:01:21 PM »
Interesting comment, Avast could send an email to users with a Customer Service Satisfaction Survey.
Yes, I'd be interested in the results of that survey, ;) ;D

Edit: +1  Do report the incident as Eddy has suggested.
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Offline bob3160

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Re: Unfriendly Customer Service
« Reply #4 on: September 29, 2014, 07:27:31 PM »



I noticed that at the very bottom of the page
there is an option to Send Feedback
I think it should be made more clear that this is support from a third party.
It is listed on the Avast website, and can therefore be interpreted
as coming from Avast.
The request for feedback also makes one think that the support is coming from Avast.
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Offline schmidthouse

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Re: Unfriendly Customer Service
« Reply #5 on: September 29, 2014, 07:33:09 PM »
It seems to me at some point, Avast has to be responsible, I mean it's their product the service/support is being applied too and thus becomes part a parcel to the software. :)

Edit,
« Last Edit: September 29, 2014, 07:36:05 PM by schmidthouse »
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Offline Para-Noid

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Re: Unfriendly Customer Service
« Reply #6 on: September 29, 2014, 09:11:30 PM »
The ultimate responsibility does lie with avast. avast did in fact
contract this service out to a third party. Therefore avast and avast
alone holds full responsibility.

avast should post something along the lines of, "Better assistance provided on the forums for free."
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Offline MikeBCda

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Re: Unfriendly Customer Service
« Reply #7 on: September 30, 2014, 01:34:11 AM »
I asked this question here a couple of times in the past, and don't recall ever seeing an answer.

Has anyone gotten any info from Adam Riley as to whether any of these third-party "services" are at least semi-legit, if only in the sense of never having been the subject of complaints?  Or should we treat them all as scams?
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Offline schmidthouse

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Re: Unfriendly Customer Service
« Reply #8 on: September 30, 2014, 01:39:02 AM »
I asked this question here a couple of times in the past, and don't recall ever seeing an answer.

Has anyone gotten any info from Adam Riley as to whether any of these third-party "services" are at least semi-legit, if only in the sense of never having been the subject of complaints?  Or should we treat them all as scams?

Hi Mike
Not sure if you saw this as I posted it a while back: https://forum.avast.com/index.php?topic=154041.0
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Re: Unfriendly Customer Service
« Reply #9 on: September 30, 2014, 05:41:10 AM »
Thanks for the replies. I didn't know Avast used third party support. I will report to Riley and see what happens, thanks. I don't see the "Send Feedback" option! I tried looking after reading that reply, and couldn't find it. I would have used it instead because that was what I was originally looking for.

I tried to reply to all replies at once! thanks!

Offline Eddy

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Re: Unfriendly Customer Service
« Reply #10 on: September 30, 2014, 01:27:24 PM »
Please let us know if Riley has responded to your mail.

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Re: Unfriendly Customer Service
« Reply #11 on: September 30, 2014, 02:52:24 PM »
Thanks for the replies. I didn't know Avast used third party support. I will report to Riley and see what happens, thanks. I don't see the "Send Feedback" option! I tried looking after reading that reply, and couldn't find it. I would have used it instead because that was what I was originally looking for.

I tried to reply to all replies at once! thanks!
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Offline schmidthouse

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Re: Unfriendly Customer Service
« Reply #12 on: September 30, 2014, 06:22:26 PM »
Please let us know if Riley has responded to your mail.

+1 yes please do
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Offline MikeBCda

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Re: Unfriendly Customer Service
« Reply #13 on: September 30, 2014, 11:35:54 PM »
Hi Mike
Not sure if you saw this as I posted it a while back: https://forum.avast.com/index.php?topic=154041.0
Hi and thanks.  While there's some confusing (not necessarily contradictory) info in that thread, I think the "caveat emptor" plus the huge number of complaints pretty well answers my second question above.  Hopefully Avast will before much longer realize that outsourcing the phone support had disastrous results, particularly for a company offering otherwise excellent security products and services.
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