Author Topic: Submitted 7 tickets for refund  (Read 21944 times)

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Offline paul.newark

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Submitted 7 tickets for refund
« on: September 18, 2014, 10:27:26 PM »
My firewall cannot be loaded, I have submitted 7 tickets for refund for product that doesn't work, I have received no replies.

Offline Pondus

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Re: Submitted 7 tickets for refund
« Reply #1 on: September 18, 2014, 10:35:13 PM »
some users have tried several times to have you start your own topic so we could try solve this

so should we try?  ..... if you attach a diagnostic log, we may see what the problem is


i guess not, seems evrytime we reply you logout   ::)


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« Last Edit: September 18, 2014, 10:54:07 PM by Pondus »
Chief Wiggum: Uh, no, you got the wrong number. This is 9-1…2.


Offline paul.newark

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Re: Submitted 7 tickets for refund
« Reply #2 on: September 19, 2014, 01:41:43 AM »
I think you are missing the point, I have requested full refund from 5.9.14, I have installed another product, I do not require any further advice regarding Avast product

Offline CraigB

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Re: Submitted 7 tickets for refund
« Reply #3 on: September 19, 2014, 01:56:27 AM »
Note that every time you open another ticket you are put to the back of the line again, once you open a ticket the next step is to be patient.

Offline Pondus

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Re: Submitted 7 tickets for refund
« Reply #4 on: September 19, 2014, 01:33:27 PM »
I think you are missing the point, I have requested full refund from 5.9.14, I have installed another product, I do not require any further advice regarding Avast product
how could i miss it when this is the first time you give this info in the forum

« Last Edit: September 19, 2014, 04:03:09 PM by Pondus »
Chief Wiggum: Uh, no, you got the wrong number. This is 9-1…2.


Offline paul.newark

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Re: Submitted 7 tickets for refund
« Reply #5 on: September 20, 2014, 11:00:06 PM »
I agree that although I have submitted 7 tickets (and received acknowledgement for them) I have not discussed within the 'forum' however, the facts remain regarding the firewall (I have followed previous advice to carry our repair and re-install) which will not install, therefore I request refund as per your conditions of purchase.

Offline lukas.hasik

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Re: Submitted 7 tickets for refund
« Reply #6 on: September 21, 2014, 09:39:38 AM »
all support request (tickets) are resolved in FIFO order. I can see that you've received a reply to all of your requests although you approach actually generates a more load to our support engineers. Which in result mean that other users have to wait a bit longer. I couldn't resist to let you know the process (and thanks to CraigB to mentioning it as well).

Anyway, your request is being processed. Please, check your SPAM folder because sometimes our replies may end there.

I noticed that our support engineers are trying to help you to make the firewall work. I'll let them know to refund you instead of trying to help now.

thank you
Lukas
Quality is also a feature.

Offline paul.newark

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Re: Submitted 7 tickets for refund
« Reply #7 on: September 21, 2014, 11:20:49 PM »
Thank you Lukas for your help, I look forward to my refund.

Offline jenni393

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Re: Submitted 7 tickets for refund
« Reply #8 on: September 26, 2014, 04:13:36 PM »
I have submitted 5 tickets to customer service for refund in a 2 week period.  One was finally answered asking me to explain problem and immediately replied - that was 3 days ago.  Worst customer service ever!

Offline CraigB

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Re: Submitted 7 tickets for refund
« Reply #9 on: September 26, 2014, 04:20:16 PM »
I have submitted 5 tickets to customer service for refund in a 2 week period.  One was finally answered asking me to explain problem and immediately replied - that was 3 days ago.  Worst customer service ever!
If you read this topic then you would know why it took so long, submit one ticket and wait.

Each time you resend another ticket you are put at the back of the line again ::)

Offline Eddy

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Re: Submitted 7 tickets for refund
« Reply #10 on: September 26, 2014, 04:23:30 PM »
Quote
Worst customer service ever!
No, just another user who doesn't have patience and doesn't know how things are working.

Offline bob3160

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Re: Submitted 7 tickets for refund
« Reply #11 on: September 27, 2014, 10:27:34 PM »
Quote
Worst customer service ever!
No, just another user who doesn't have patience and doesn't know how things are working.
The service does need to be speeded up. 3 weeks is a long time to wait for a refund acknowledgement. IMHO
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Offline schmidthouse

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Re: Submitted 7 tickets for refund
« Reply #12 on: September 27, 2014, 10:39:18 PM »
Quote
Worst customer service ever!
No, just another user who doesn't have patience and doesn't know how things are working.
The service does need to be speeded up. 3 weeks is a long time to wait for a refund acknowledgement. IMHO

Just to add, I think many have read the increased amount of negative feedback regarding 'poor customer service' and slow response(if any), and that was certainly not the case couple of years ago.
I have never waited 3 weeks for an online customer service response with any software; for resolution yes but not for an initial response to my submission
Combined with the other issues, lack of customer service can only have negative repercussions. :-\
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Offline bekdachema

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Re: Submitted 7 tickets for refund
« Reply #13 on: September 29, 2014, 04:23:23 PM »
19 days and no refund....it makes no sense about putting you to the back fo the queue because what if you are emailing about different things? For example, a complaint ticket that was promised to be answered within 48hrs and 5 days later....nothing. Worst company ever. AND there is no one to talk to!!!

Offline Eddy

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Re: Submitted 7 tickets for refund
« Reply #14 on: September 29, 2014, 04:31:17 PM »
No one to talk too?
Come on, their phone number is on their website:
http://www.avast.com/contacts