Avast Fails to Reply to Sales Requests

[REDACTED]

I have to say I am disappointed that Avast support is either broken or they just don't care about their paid customers. 

Avast only has one way to contact sales, via the support interface...to which I get no response.  Even though I have sent in 3 requests and multiple emails.  I can't talk to a human, I tried.

Maybe someone on the boards cares... this is the general issue.
I have to internet connect 100 existing systems (currently off network) over the next 36 months.  I need AV and remote access to each system.  I'm already using Avast IS for AV, then saw Avast Premier had Access Anywhere.  I installed a trial copy of Premier but had some issues connecting to the systems and some security concerns about leaving each Avast copy logged in.

No response....not once.  What do you want me to do?  I have no choice to fire Avast now for AV and remote access.  No response to a sales question is just unacceptable.  One last chance....maybe someone here will respond.

Thanks,
EJ

[bob3160]

Welcome to the forum.
With what your describing, I wonder if Avast Endpoint protection might be what you're looking for
More information and help in the following forum:
https://forum.avast.com/index.php?board=33.0

[Eddy]

Avast Premier is not for business environments.
You will need a EPS.
https://www.avast.com/enterprise

We can't help you here if you do not provide more details about what you want (to know).

[DavidR]

You don't say where these other 3 requests were sent to ?

At the risk of repeating something that you have tried:
There is also the on-line contact form, http://www.avast.com/contact-form.php?loadStyles for: drop down list give an option for Sales inquiries, etc.

[REDACTED]

Thank you to all that replied, I'll try to answer the questions as they come in:

bob3160, Thanks for the welcome.  I wanted to know the right software, that's why I contacted Pre-sales 5+ times (as of today).  I have no issue with Endpoint, just needed to know the differences.

Eddy, I looked at Premier because of remote control (Avast calls it Access Anywhere).  I was told today by TS, that Premier can only support 10 PCs max...so I'm told.  Which is why it's critical that I talk with Avast Pre-Sales.  Avast can't figure it out but great members on the forum can?  Sad or Avast, Awesome for forum members.

DavirR, they were all sent through support.avast.com.  [#MMK-696-76939]: Access Anywhere Pre-Sales.  I sent 3 to pre-sales (as in updates to the above ticket) and 1 to tech support. 1 automated Avast email, then nothing since 01/23/14. 

Update, I called Avast at 866-951-7679 today after the forum post, connected to tech support, told them the details...and they said like you folks, business is the better choice and transferred me to business TS.  Business TS told me I was in the wrong department and transferred me back to consumer.  I hung up and closed the ticket. 

I can not believe the forum got me a reply in minutes and Avast employees couldn't do it in weeks.   This issue has changed me from a fan/supporter of Avast to thinking they're incompetent.

[REDACTED]

Since this is ultimately my choice/responsibility, I'm force to look at alternative solutions.

[DavidR]

Unfortunately Submitting multiple tickets can actually slow the process as the tickets are dealt with in a first in first out basis. So for now don't update or submit further tickets - this can take up to ten working days to be handled.

However using the on-line contact form, http://www.avast.com/contact-form.php?loadStyles to contact Sales doesn't effect the support ticket process.

Put as much information in that as possible - Support ticket ID number (as you have here), receipt/payment number, email, etc. A link to this topic wouldn't hurt. In the meantime I will try to attract some attention to this topic.

The majority of the respondents on the forums are avast users - only those with Avast Team against their post profile actually work for avast.

[REDACTED]

DavidR, thanks for the quick response and elevating it.  Since the forum folks suggested, I looked at EndPoint comparisons and forum posts.  hummm.... I see a forum post about EndPoint Remote Control not working intermittently which was one of my TS questions that I experienced in Premium.  https://forum.avast.com/index.php?topic=133412.0

What the lack of response and the same issue across 2 software packages are telling me is unfortunately loud and clear: I can't rely on Avast to work when I need it to most.

So I thank you personally, since as you point out, all of the responses are from Avast users.... not one from an actual Avast employee.  I just shake my head in disbelief.   

[Eddy]

I called Avast at 866-951-7679

That is not avast as has been explained 100's of times already. It is a third party that is supposed to handle some technical issues with avast products for the home user.

01/23/14

Are you sure you have the year right?

As David said, each time you submit a ticket/change one, you will be put back to the bottom.
If I take it you mend 2015 and not 2014, it means it is only 1 week after you submitted the first ticket...
And what... 1 or 2 days since the last one... ?

[REDACTED]

Eddy, thank you for the response.  I was not aware of the 3rd party support which now makes perfect sense and that's not a positive for Avast.  I apologize, it must be frustrating to tell the new folks the same thing time after time.

I sent 2 tickets, one to tech support and one to pre-sales; they addressed different issues.  They were both sent 01/23/15 (not 2014).  I never got an automated email from TS, I did get one from the pre-sales ticket.  I added a "reply" not a new ticket on 01/30--  7 days later asking for an update. 2nd reply on 02/02 3 days later-- 10 days with no response.  I then posted on the forum and called the 866 number.

Conclusion:
I finally got a response from Avast today at 1 am.  I see their message was tagged priority high, so it was either due to one of the awesome forum members elevating it, the negative survey I filed when I closed the ticket yesterday, or they just got around to it... not sure which.  Thank you forum members either way.

Avast I know you have millions of users but 10 days to respond?  Does that really work for you?  There are obvious issues with support.  I'm sure the tech support ticket never made it through.  There are obvious issues with Remote Access; I used it yesterday and it failed 2 of the 4 times stating PC off line when I know it's not.  We're meeting tomorrow to discuss alternatives, we need a product that works all the time.

My response: "To answer your question about continuing with Avast, the answer is I'm leaning toward no. I think the only reason I got a response today was because the forum users elevated it, if I'm wrong let me know. I also had another system off line issue tonight. As AV only with no company contact I was happy. Not so happy any more. Thanks for the reply anyways."

And thank you all forum gurus!  Keep up the great work.

[Eddy]

Nothing personal and no offense mend enemec.

I was not aware of the 3rd party support which now makes perfect sense and that's not a positive for Avast.

Well, it has been explained/told many times on this webboard as well as on many websites. You could have know it if you had done a little research. And I (as well as many other avast users) agree that the third party phone support is really crappy (to say the least).

Avast I know you have millions of users but 10 days to respond?

Welcome to the real world. Send a mail to your countries government and see how long it takes for them to give a answer. Sure, they are really fast if they want money from you, but if you want money from them...

Don't forget that the Internet is part of the real world. If people go to a physical store with a question and the store keeper says "I have to ask the manufacturer, I will answer in two weeks"... People find it acceptable, but if they ask the same thing on the internet they expect a answer even before they have asked the question. 

[REDACTED]

I see I'm not the only one, 10 days....I got off easy... he's at 30.  https://forum.avast.com/index.php?topic=165659.0 
Avast your ticket system is broken..

In response to how long is a realistic wait time?  As a paid user, 24-48 hours maximum.  As a free user, maybe 5 days.  For the record, they never did reply to my tech support ticket.  But at this point like the pre-sales, I'm just letting it go and moving on..
Thanks again all!