Author Topic: Satisfaction Survey  (Read 35665 times)

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mark-kinsey@hotmail.co.uk

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Re: Satisfaction Survey
« Reply #60 on: March 01, 2015, 05:39:31 AM »
I had purchased a new computer and was told that my account was ending this month - I was given the license number to transfer it to my new computer and had ordered a new service which I was told would automatically begin and be updated - the license that phone support gave me was to ensure this - now I see that I have to input another license number to activate? Is this true? The technical support person on the other line was very rude to me and I am a nice person, I never am disagreeable and was really surprised by his behavior - he told me that I should just read the website if i had any problems and yet you offer 24/7 support - clearly I didn't understand the website info and that was why I was calling - I also had paid a great deal of money for a technical support ticket that I  never used so you'd think he would have been a bit more accommodating - this person continued to be very rude and completely unhelpful.
BELOW IS THE EMAIL FROM THE PERSON THAT WAS SO RUDE
thought you should know
noreply@avast.com
AttachmentsFeb 15 (8 days ago)

to me
Dear valued customer,

We have received your request to re-send the license file for your avast! program.

To insert your license, please follow the instructions below:

In order to use your license file successfully, avast! must already be installed on your computer. Then you simply need to double-click the attached license file to open it and your license will be inserted into the program automatically.

Alternatively, save the license file to your computer, and open the avast! user interface. Click on the 'Settings' tab on the left. Next click 'Subscription' from the left pane. You will see ‘YOUR SUBSCRIPTION' where you can insert the license file. Click on the blue link 'Insert license file'. A dialog window will open where you can browse your computer to locate the license file where you saved it. Once you have located it, double click on the file and it will be inserted into the program.

You can find further help on this page :
http://www.avast.com/faq.php?article=AVKB7#artTitle

Thank you for purchasing avast!

Best regards,

Your avast! team
Attachments area

Gmail virus scanners are temporarily unavailable - the attached files haven't been scanned for viruses. Please download these files at your own risk. Learn more
Thank you for your detailed post, I am going to be upgrading to a new PC very soon and this info may come in handy.
 As regards the customer service advisor. I have worked in customer services for 20 years and 10 of them has been Call centre. I am only writing this to let you know there are many reasons why this advisor could have been or seemed to be rude. I included seemed because the advisor may have been of a different culture and your accent may have been hard for the advisor to divulge your mood. -The advisor could have been new- He may have had a battering down the phone all day dealing with faults. Your a nice person as you say,  I say "Its nice to be nice" & Respect to you. ;)    But some of the calls I've taken from people would make you blue. He could have been on his last day working from the company & not been bothered anymore.

Friend, there are many reason why people are rude even when your nice. however I would not let 1 advisor judge your outlook on any company nor should they. Normally calls are monitered but not always if this was the case then they would have been in for a waring or some guidance. Avast wont be letting anyone lower their reputation, which I think is outstanding.  I really hope this has helped give you a bit of insight or at the least helps you next time an advisor is rude.

Offline irongod

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Re: Satisfaction Survey
« Reply #61 on: March 03, 2015, 02:07:58 PM »
 :o with Firefox 36 it works... but I noticed I have to disengage the Bluhell add-on otherwise it won't load! (otherwise no problems with Ghostery activated)
You take the tarot cards and throw them to the wind!

ritergal@gmail.com

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Re: Satisfaction Survey
« Reply #62 on: March 16, 2015, 01:51:38 PM »
Two things your need to know that I am NOT happy with and almost ready to change to another product:
  • That freaking pop-up asking me to complete your mobile survey. I DID complete that survey -- now I wish I hadn't -- several days ago and the constant pop-ups are still getting in my way. Kill them or die. I give you a week.
  • FIX THE DAMNED DISPLAY SO I CAN READ IT ON MY 3200 X 1800 DISPLAY!!! You told me months ago it would be done shortly. Together with the pop-ups, you are living on borrowed time on my three devices.

OH YES! That demented CAPTCHA thing. I can never read it.

Never mind about the good stuff. It's not enough to offset these evils.

woftam_@hotmail.com

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Re: Satisfaction Survey
« Reply #63 on: March 26, 2015, 12:50:41 PM »
FWIW, i have been using Avast for a long time now.  I was quite happy with the program until it started becoming all singing, all dancing and way to intrusive.  I went back to an earlier version 7.0.1474 and only update the definitions.  I have disabled as much of the crap functions as possible without neutering it as a virus protection tool and it seems quite OK now.  Still gets in your face occasionally and stuffs up programs & files it 'thinks' are suss, and continues to mess with them even after you try and tell it they are OK.

Anyway, not sure what the alternative is to Avast but try uninstalling and then go back to an early version that was actually a virus protection program.
« Last Edit: March 26, 2015, 12:52:15 PM by woftam_ »

Offline bob3160

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Re: Satisfaction Survey
« Reply #64 on: March 26, 2015, 01:44:55 PM »

Anyway, not sure what the alternative is to Avast but try uninstalling and then go back to an early version that was actually a virus protection program.
And wind up with something that can't protect you against the latest types of infections. Your computer, your choice.  :(
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://bi

estherong1213@hotmail.com

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Re: Satisfaction Survey
« Reply #65 on: April 02, 2015, 09:43:15 AM »
Answered the survey, still new in Avast Antivirus, i am using free version. for temporary no -ve comments yet from my Lenovo G40, which is newly purchase just a few days ago.

nieto.jl@gmail.com

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Re: Satisfaction Survey
« Reply #66 on: April 06, 2015, 08:41:01 PM »
Satisfaction Survey?
What for? Your interest on customers is non existing.
I am waiting for a promised refund since last January and your representatives do not even bother to answer my emails or read the open ticket comments.
I have never seen such a poor customer service.

Offline CraigB

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Re: Satisfaction Survey
« Reply #67 on: April 06, 2015, 08:43:24 PM »
Satisfaction Survey?
What for? Your interest on customers is non existing.
I am waiting for a promised refund since last January and your representatives do not even bother to answer my emails or read the open ticket comments.
I have never seen such a poor customer service.
If you have a ticket number please post it here so we can direct attention to it.

nieto.jl@gmail.com

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Re: Satisfaction Survey
« Reply #68 on: April 06, 2015, 09:05:28 PM »
ticket MHS-456-74349

Offline CraigB

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Re: Satisfaction Survey
« Reply #69 on: April 06, 2015, 09:10:09 PM »
I've reported it for you nieto.jl

nieto.jl@gmail.com

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Re: Satisfaction Survey
« Reply #70 on: April 06, 2015, 09:28:13 PM »
THKS
Let`s see the outcome.

xsile@hotmail.com

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Re: Satisfaction Survey
« Reply #71 on: April 20, 2015, 04:35:14 AM »
my satisfaction is going down pretty fast, not only has the product stopped working as expected, but they assume I am a liar and even logged in I have to do the stupid captcha BS.

I am with this customer with just a few differences. My product is working , it is the lack of information that avast gives you when it finds something, that is my issue. I ran a start-up scan today and avast says it found 5 viruses on my system.  However that was it. No further information on the suspected virus's. There was no option at the end of the scan to let me view the the name, location or files infected by the suspected viruses.  Just a simple remove button. Am supposed to trust that avast can tell a false positive?   This need's to change, or I will not be renewing this software again! I will be taking my business elsewhere to a program that will give proper information to it's users.  So that a user like myself can make a informed decision when removing items from my computers.

Offline bob3160

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Re: Satisfaction Survey
« Reply #72 on: April 20, 2015, 07:43:51 AM »
Removing is almost never the right move. Put it in the virus chest where it can't do any harm. (this is also the default action unless you've made changes.
If it turns out to be a false positive, it can be restored. Deleting it means it's gone for ever.
« Last Edit: April 20, 2015, 09:25:36 PM by bob3160 »
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://bi

nieto.jl@gmail.com

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Re: Satisfaction Survey
« Reply #73 on: April 20, 2015, 08:20:51 PM »
I have now received the refund requested. Many thanks for your intervention.
It is a shame that I could not solve it through your standard procedures. I hope my case will help you to identify any gaps in your customer service processes.
Regards

Offline CraigB

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Re: Satisfaction Survey
« Reply #74 on: April 21, 2015, 07:20:42 AM »
I have now received the refund requested. Many thanks for your intervention.
It is a shame that I could not solve it through your standard procedures. I hope my case will help you to identify any gaps in your customer service processes.
Regards
Thanks for reporting back, glad it's solved :)