Unable to connect to Avast Quick Connect technical support

[moroni]

still no response about scam email asking for my bank details, what a shitty company, plus just sent email to paypal Items not received or a potential fraudulent seller, feel sick.

Hi jonnywill1661, could you please post the content of that email so I can tell you if it was really from Avast or not? It seems you're accusing us for something unrelated to Avast, or perhaps some misunderstood.

[moroni]

@ Moroni 
Avast Team  Jr. Member

Thanks for your time.
First I'd say it's obvious I'm not the only one confused. This has not been the only Thread on the "Avast Support" Confusion over the years
You ask where I got the idea, well from websites and adds you mentioned, all over the internet together with real time complaints here on the forum, again with no clarification (that I've read)
Till now as far as I know, this is the first relatively in depth explanation.

Having said that, I still fine it odd if not concerning that guruaid is allowed to do what it's doing with inpunity

Thank you for your time.

Edit: additional

I think I get the point, but we even advise the service on the website (http://www.avast.com/total-support) and here on the forum (https://forum.avast.com/index.php?topic=111435.0) 

Regarding the ads on websites, there is nothing much we could do, unfortunately. At least GuruAid is not the first result when googling "avast phone support" anymore.

[REDACTED]

Hey moroni, i have had nothing but trouble with that firm ,if you look at my comments i have said all along that i blame total support, some 3rd party tech firm in Costa Rica, on all your adds on google they say 30 day money back guaranteed, well if they do work for you then the 30 day money back is applicable, yes? and would i buy a three year Avast premiere with you if i thought you were responsible, but these people are trading off your name, if they do .
As for the email i was sent asking for my bank details its quite simple if they do work for you then you should be able to check on YOUR records, i'm not on here trying to extort money, Jesus Christ i paid you, i'm the customer, even the complete balls up with Avast total i still went to your site and bought 3 years of Avast premiere. when i had a problem i wanted to talk to you Avast, 

Thank you for ordering from AVAST Software s.r.o. through their authorized reseller, Digital River Inc., on 29 October 2014.

Your Order Information:
Order Number
Order Date: 29 October 2014


Product SKU                    Product Name                                  Qty Ordered  Amount
----------------------------------------------------------------------------------------------------
TTS-00-001-12                  Avast Total Support - 1 PC, 1 Year            1            £113.03





We regret to inform you, that we have not received your payment during the past 3 days, so that we have now cancelled this order.

If you have already sent payment we will initiate a refund of the amount transferred. You will receive another email containing a link where you can enter your bank information securely in order to receive your refund.

If you still want to complete your purchase we kindly ask you to place a new order.

If you have questions about your order, please visit: http://www.avast.com/find-order. You can login by using the email address from your order, and the password provided above.

Sincerely,
AVAST Software s.r.o. Customer Service
www.findmyorder.com

Please note: This email message was sent from a notification-only address that cannot accept incoming email. Please do not reply to .

When i phoned they said it wasn't them, the guy even checked on their computer and then told me to ignore it, i said some one trying to get my bank details and i paid with paypal, he said he didn't know any thing about this email,.

[REDACTED]

Moroni, this is making me ill,   this is no way to run a company, i haven't slept properly for over a week, back on tablets, haven't had to take these tablets for last 12 months , one week with Avast total and i'm dropping them like m ms, can we have simple answer, yes they are with us so the 30 day money guarantee applies, no they are not with us and you been miss sold support , Moroni, come on.

[moroni]

Hi again jonnywill1661. So this is what happened. When you purchased Avast Total Support (applies for any other product), by mistake were created two orders for the same product. As only one order was paid, the second one was cancelled as a duplicate/non-paid order. The email you received is pretty clear about it, ain't it? It says that the order was cancelled as we didn't receive the payment, and that in the case you indeed paid for it or your Paypal/Card was charged, the amount will be refunded to you. I see no scam nor suspicious content on it 
I agree that it should have been handled better by the agent on the phone, but their access to our billing system is pretty restricted and they had no access to see the second order nor its cancellation.
About the refund policy, I am afraid that I don't know whether Avast Total Support is part of the 30-days refund policy or not. Note that this refund policy only applies to our products, as it is indicated on our EULA. Did you read the Terms and Conditions you accepted when purchased Avast Total Support? I should find the link to check it later.

[REDACTED]

Hello Moroni,

First: I'd like to thank you for your clear and seemingly honest contributions to this thread.  It's just a pity that Avast had not picked up this problem when this thread was started on 2 August.

Second: I'm afraid I find it very disturbing that, if I read your comments correctly, Avast may now try to hide behind the cobweb of T&Cs of a sub-contractor that we, Avast users and believers, were tricked into signing up with. 

                          Tricked? Yes Tricked because THIS is Avast    http://www.avast.com/en-gb/total-support   and what we got was NOT Avast.

But again Moroni, thanks for your contributions.

[REDACTED]

UPDATE:

As has been mentioned here already it is quite possible that some people who have paid for 'Avast' Technical Support may have had a 100% service.

AND it is clear that with all similar 'problem' purchases we only see the tip of the iceberg, there is no reason to believe that AVT is totally rubbish, it depends on the sub-contractor and the techie of the moment.

NO DOUBT their intention is to do a good job but when they fail they should act like any other responsible service and accept responsibility and accept that they should process a refund.

BUT what is TOTALLY CLEAR is that when AVT fails to fully clean a PC 'they' are not at all ready to entertain any request for refund.

My UK credit card company is pursuing a claim to reverse the transaction according to UK law.  I agreed a purchase; the 'product' did not deliver what was sold to me. Within 48hrs I claimed a refund at Avast Customer Care and ever since I've had calls from AVT who just want to say 'you will get no refund'... we'll see as UK law is maybe different from US law in this area.

The FACT that I was asked to tick a multi-page agreement while under pressure online with a sick PC will not stand up in the UK when checked by Trading Standards or a court of law.

The FACT that I was offered a one-time fix at $79 but was encouraged to go for 1 Year cover at $179 and am now not even offered a partial refund back to the one-time fix charge demonstrates what a rip-off bunch at least one of the non-Avast Technical Support operators can be.

The FACT that the real Avast continue to allow 'Avast' Technical Support to hide behind a ticked box online is a very poor statement of the ethics of today's Avast which is a vast pity.

Until recently Avast was a name that we could all rely on.

However, nowadays with Grimefighter and other kitsch that is plugged into Avast, plus the at-times poor performance of Avast contracted third parties who sell themselves as AVAST Technical support, the name of Avast starts to sink into the mire of software companies who try to expand too rapidly just to increase their turnover.. THIS IS BOUND TO LEAD TO THE DECLINE OF THE REPUTATION of AVAST as we have seen with other operators.

I now regret having additionally signed up for 2 years of Avast Internet Support as I no longer have any faith in Avast.

Me stupid?  Well, perhaps.

[bob3160]

Installing Avast gives you two options, Default and Custom.
If you use the custom install, you get to choose what you want installed and what you want to avoid.
Support also has choices. The forum is one of them. It's always free and always available.
Don't get me wrong, I would also like to see it back to the way things were 10 years ago but that's only wishful thinking.
Avast, in my opinion, is still an excellent product. If you use the free version, you're really getting a bargain.
If you're using the paid version, you're getting the convenience of having a lot of protection included within the product.

[REDACTED]

Sorry Bob, but what was the relevance of your comment to the recent posts on this thread? 

Are you simply making the good point that things only get worse or have I missed something (quite possible at my age).

[bob3160]

Sorry Bob, but what was the relevance of your comment to the recent posts on this thread? 

Are you simply making the good point that things only get worse or have I missed something (quite possible at my age).

The point is very simple. Times have changed not only for the consumer but also for the businesses.
We the consumer need to become smarter and unfortunately less trusting to still get what we expect.