Author Topic: Getting a respone to a ticket  (Read 4571 times)

0 Members and 1 Guest are viewing this topic.

grias39534@gmail.com

  • Guest
Getting a respone to a ticket
« on: October 02, 2014, 10:11:01 PM »
Does anyone know what I can do to get my money back from AVAST. I ordered AVAST, but want to cancel the order. I was told I had to open up a ticket. I opened the ticket on the 19th of Sept. There was no response to my ticket. I was told to get answer to why my ticket is not getting worked on, I had to open another ticket. I did that, and still no response to my ticket. Is there anything else I can do, so that I can get my money back?  Anyone I can contact about this?

Offline Pondus

  • Probably Bot
  • ****
  • Posts: 37170
Re: Getting a respone to a ticket
« Reply #1 on: October 02, 2014, 10:32:26 PM »
I have PMd somone ......check back here tomorrow


Offline schmidthouse

  • VIRUS FREE A Long Time
  • Avast Evangelist
  • Starting Graphoman
  • ***
  • Posts: 7091
  • When you think you know, Think Again
Re: Getting a respone to a ticket
« Reply #2 on: October 02, 2014, 10:33:50 PM »
In addition,
I would suggest 'not' opening anymore tickets.
The processing time/response time, from everything I've been reading is unfortunately longer then it should be. I think I'd wait another week or so though. :-\

Edit,Apologies
???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/ADU v.21.4b/SANDBOXIE/HotSpot Shield
 Avast Mobile Security (Android)

LAYERED SECURITY SOFTWARE

Offline lukas.hasik

  • Avast team
  • Advanced Poster
  • *
  • Posts: 905
  • Product manager of Mac AV and Cleanup
Re: Getting a respone to a ticket
« Reply #3 on: October 03, 2014, 09:44:21 AM »
dear grias39534,
thank you for all your tickets (5 so far). It seems to me that not only the payments were doubled but also the tickets. I'd recommend to check your mouse ;) (and I'll check our systems and websites). I'm trying to make the situation a less serious, my previous sentences were meant as a joke...

We(avast's customer care team) will definitely help you to solve this case. You should be contacted soon (unfortunately, "soon" means that sometimes it can be a day, sometimes it takes longer. It depends on the load and available support engineers).

grias39534, I can see that you ordered 2 IS and 1 Premier. It's time to start to think which one you'd like to keep ;)

And now a bit of information not exactly for grias39534, more for the others who are contacting us
1, if you are requesting Refund please provide as much information about your order and you as possible. It helps to speed up the process. Fortunately for grias39534, she/he used the same address for "support ticket" as for ordering avast
2, once your support request is confirmed - you should receive "thank you for your request" email then we will process it. Asap, however sometimes it can be a day, sometimes it takes longer. We are working on improvement of the process and contact form.
3, refund process takes a time, even today in 21st century sending money from one bank to another takes incredibly long time. In the worst case 15 days. Our experience says that's usually less than 7 days.
4, don't call our phone support (aka TotalSupport -  http://www.avast.com/total-support) with your sales/refund/order questions. Use the "Submit ticket" form at http://support.avast.com. Phone support is for technical issues only (for now)

thank you
Lukas (head of support)
Quality is also a feature.

jnewman@thisisecs.com

  • Guest
Re: Getting a respone to a ticket
« Reply #4 on: October 13, 2014, 12:33:55 AM »
It seems that I am acquiring a lot of information on what NOT TO DO if a problem with AVAST comes up.
TWO total support people has looked at my situation about GrimeFighter (message saying it is not available at this time).
Total information I have received is "It should not do that."

rixbrunks@gmail.com

  • Guest
Re: Getting a respone to a ticket
« Reply #5 on: October 13, 2014, 05:32:24 PM »
I submitted tickets on 03 October 14 and 10 October 14. Other than an automated acknowledgement that gave me a ticket number, I have had no response to my queries. I accidentally purchased two copies of Grime Fighter, but only need one. How do I get my money back for the mistaken purchase?

Offline schmidthouse

  • VIRUS FREE A Long Time
  • Avast Evangelist
  • Starting Graphoman
  • ***
  • Posts: 7091
  • When you think you know, Think Again
Re: Getting a respone to a ticket
« Reply #6 on: October 13, 2014, 05:38:41 PM »
I submitted tickets on 03 October 14 and 10 October 14. Other than an automated acknowledgement that gave me a ticket number, I have had no response to my queries. I accidentally purchased two copies of Grime Fighter, but only need one. How do I get my money back for the mistaken purchase?

Request a Refund using this Contact Form:http://www.avast.com/contact-form.php
Refund process in the past is EXTREMELY Slow so expect to wait.
???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/ADU v.21.4b/SANDBOXIE/HotSpot Shield
 Avast Mobile Security (Android)

LAYERED SECURITY SOFTWARE

Offline bob3160

  • Avast √úberevangelist
  • Probably Bot
  • *****
  • Posts: 46571
  • 61 Years of Happiness
    • bob3160 Protecting Yourself, Your Computer and, Your Identity
Re: Getting a respone to a ticket
« Reply #7 on: October 14, 2014, 02:16:25 PM »
Apparently each time you submit a ticket, your wait time starts all over again.
Quickest replies happen when you submit your ticket and then have patience.
Not good but that's what we've seen from the replies on the forum.
Free avast! Security Seminar: http://bit.ly/2N1eaR2  -  Important: http://www.organdonor.gov/ -- My Web Site: http://bob3160.strikingly.com/ - Win 11 Pro v21H2 64bit, 16 Gig Ram, 1TB SSD, Avast One 21.11, How to Successfully Install Avast http://goo.gl/VLXdeRepair & Clean Install https://goo.gl/t7aJGq -- My Online Activity https://bit.ly/BobGInternet

rixbrunks@gmail.com

  • Guest
Re: Getting a respone to a ticket
« Reply #8 on: October 25, 2014, 05:50:37 PM »
This reminds me of the sign hanging behind the old-time bars: "The person in charge of our complaint department is Ms. Helen Waite. If you have a problem with our service, go to Helen Waite."

That seems to be the philosophy here. Tell complainants that it takes a long, long time to fix these problems, you know. Then hope they die, or get tired of waiting and simply give up. It's a great business plan.

Offline schmidthouse

  • VIRUS FREE A Long Time
  • Avast Evangelist
  • Starting Graphoman
  • ***
  • Posts: 7091
  • When you think you know, Think Again
Re: Getting a respone to a ticket
« Reply #9 on: October 25, 2014, 06:02:56 PM »
This reminds me of the sign hanging behind the old-time bars: "The person in charge of our complaint department is Ms. Helen Waite. If you have a problem with our service, go to Helen Waite."

That seems to be the philosophy here. Tell complainants that it takes a long, long time to fix these problems, you know. Then hope they die, or get tired of waiting and simply give up. It's a great business plan.

 Most all individuals providing information in these posts have no affiliation with Avast Corp. and are simply users giving you a heads up on the length the process can take from their observations here in the forum
THe length the process actually takes is totally up to the Avast Support System.
???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/ADU v.21.4b/SANDBOXIE/HotSpot Shield
 Avast Mobile Security (Android)

LAYERED SECURITY SOFTWARE