How long does it take...

[REDACTED]

...to respond to a ticket usually? I made one last Tuesday and it still hasn't been addressed by support.

It was filed as a customer ticket under billing, so four star urgency(?) I think they labeled it. Did I file it wrong?

Text in ticket is as follows:

"Like the subject says, I purchased a 1-year license for Avast! Premier. However, what I received was a license for secureline. When I made the purchase, the page with the download had shown I had indeed purchased premier, but the download file wouldn't work. After some searching around on the forums and doing a clean install, I checked my email to re-download my license, seeing as for whatever reason it isn't linked to my Avast! account despite making the purchase while logged in. It was then that I noticed this mix up and would very much like this to be fixed.

I am absolutely positive I clicked on Avast! Premier to purchase, so I have no idea how this happened."

[Eddy]

1]
Please do not submit a new-/change the current ticket.
It will take you back to the bottom of the stack, making the response time longer.

2]
Currently the ticket system is "overloaded" with duplicate ones because people send in multiple tickets about the same as their first ticket. avast is already working on a better system, but that takes time.

3]
Have patience, it can easily take 14 days before you get a response.
It may help if you post your ticket number in your next reply here.

[REDACTED]

Alright, thanks. Only made one ticket.

Ticket: #RYJ-863-19082

[Eddy]

Thanks for mentioning the ticket number.
I hope someone from avast sees it and takes care of it soon.

[REDACTED]

So it's been 14 days and I still haven't received a reply. 

[Michael (alan1998)]

I will PM Vojatech

[REDACTED]

Thank you.

[REDACTED]

20 days now, I have 10 left on my trial. If this isn't sorted out by then, then I guess I'll be asking for a refund and looking for a different security software provider.

If this is the kind of service I can expect then I am seriously starting to doubt whether or not I wish to stick with Avast!. The community seems friendly and is helpful, but the actual people running the show have yet to turn up. This is really disappointing.

[Michael (alan1998)]

20 days now, I have 10 left on my trial. If this isn't sorted out by then, then I guess I'll be asking for a refund and looking for a different security software provider.

If this is the kind of service I can expect then I am seriously starting to doubt whether or not I wish to stick with Avast!. The community seems friendly and is helpful, but the actual people running the show have yet to turn up. This is really disappointing.

It is getting annoying. I've reported it to all Mods, asking for an Avast! Team Member to respond in General.

[REDACTED]

4 Days left, still no response. I guess I'll be giving customer service a call and demanding a refund tomorrow, as my patience is at its end.

Thank you Michael and Eddy for your help, it was much appreciated.

[Michael (alan1998)]

I'm sorry the mods didn't answer you. I would do the same. Demand an answer and refund.

[REDACTED]

I am having a similar issue. (Secureline got auto-renewed and I didn't want it anymore.)

No response to my ticket either. (#LNH-669-15540 ... Just in case. XP )

I have not been able to get an answer when trying to use the skype link off of the Avast contact page.

Does anyone know if there is a UK number I can ring?

[lukas.hasik]

I'm sorry for a delay. I'll check it.
Thank you
Lukas

Even if there isn't any response to your refund request it's been recorded when you receive a message (email) that new support ticket was created. We consider this support ticket a official request for refund. And the "refund date" is counted from the ticket creation date, of course.

[REDACTED]

Kinfolks 72@sbcglobal.net   ticket#674867 and 668064 for $74.89 and &$42.79 It's been 2weeks I need my refund avast ? >😡

[bob3160]

Kinfolks 72@sbcglobal.net   ticket#674867 and 668064 for $74.89 and &$42.79 It's been 2weeks I need my refund avast ? >😡

Reported to Avast. (Posting your email address on an open forum isn't a good idea. )