Done

[REDACTED]

Perhaps some of YOUR confusion is the distinction between the TWO customer support services and numbers I called. I AM VERY CLEAR ABOUT THE DISTINCTION!! There were TWO different Customer Support representatives I spoke too as well as a "Total Support" technician. The 1st through the AVAST.COM customer support/technical support page 1-866-951-7679 Prompt #2 for "Technical Support" was the representative who after uninstalling my "expired license" and uninstalling other programs on my computer - told me I needed "TOTAL SUPPORT" and sold me a $300 service. I then worked with the "Total Support" technician who also gained remote access and basically found no issues with my computer and it was HIM that referred me to the 2nd form of customer support for refund - "CUSTOMER CARE" FOR "TOTAL SUPPORT".phone#: 877.204.9327

[lakrsrool]

There is no doubt that an "official" website was used with Avast logos clearly present on the webpages and therefore the phone numbers called as well ARE clearly what any reasonable person would have to say undoubtedly "represent" the Avast company.  Therefore with this in mind the support persons contacted are what would have to be deemed "official" and I would add "legal" representatives of the Avast product.  It matters not as far as any obfuscation by some to refer to these services as 3rd-party in nature simply because of the very fact that Avast has contracted this support center and by doing so Avast is clearly legally responsible for any and all actions performed by these "support" personal that have been in this case contacted by these users of Avast.  What is inconceivable is that some "helpers" on this board from the perspective of shall we say "protecting" Avast presumably would stoop to the lengths of initially alleging that these Avast customers with absolutely legitimate complaints in this topic were mistaken and should be more careful because they were purported to be contacting 3rd-party SCAM outfits that have nothing at all to do with Avast.  Clearly this is totally false on its face and it is equally clear that these Avast users have done what any reasonably minded person would do under the circumstances hence have done absolutely nothing at all wrong. 

I am pleased to see that Avast representatives have gotten involved and we would hope this type of behavior by what would clearly have to be called "authorized" representatives of Avast at these call centers do a complete about-face and change these appalling tactics in attempts to clearly draw more revenue to Avast. I think we can ALL agree on this board that Avast can and should do a much better marketing job than we have seen by moderating this overly aggressive approach of attempting to convince users to buy more of their products.  Those of us loyal users of Avast who would want to wholeheartedly support Avast need to minimally recognize how some of these tactics practiced recently can be potentially damaging the Avast brand and any attempts to obfuscate or deny this in any manner in my view is not helpful to the ultimate success and growth of the Avast company.

[Rednose]

Laksrool,

You are twisting the words now from forum volonteers, who tried to help the OP. Stop doing that !
May I remind you that the OP already got attention for her problem here https://forum.avast.com/index.php?topic=168490.msg1198528#msg1198528
And that it was the report from her first post in that topic that got the attention by Avast!

Thank you very much !

Red.

[schmidthouse]

Laksrool,

You are twisting the words now from forum volonteers, who tried to help the OP. Stop doing that !
May I remind you that the OP already got attention for her problem here https://forum.avast.com/index.php?topic=168490.msg1198528#msg1198528
And that it was the report from her first post in that topic that got the attention by Avast!

Thank you very much !

Red.

+1

[Quiksilver]

Laksrool,

You are twisting the words now from forum volonteers, who tried to help the OP. Stop doing that !
May I remind you that the OP already got attention for her problem here https://forum.avast.com/index.php?topic=168490.msg1198528#msg1198528
And that it was the report from her first post in that topic that got the attention by Avast!

Thank you very much !

Red.

+2

[REDACTED]

The sarcastic and dismissive tenor by some of the "EVANGELIST" throughout this TOPIC is insulting, appalling and has offered little assurance that my issues will be resolved. Starting at the very beginning when EDDY chastised me about researching the facts before I post and dismissed the complaints from "RipOffReport" as irrelevant as they had all called a 3rd party and therefore assumed that's who I called as well and dismissed my complaint.!!

 a, 

Well, in my opinion this whole topic was not neccesary.
The OP already got attention for her problem here https://forum.avast.com/index.php?topic=168490.msg1198528#msg1198528 and I checked, it was indeed reported than.
I can imagine she is/was angry, but she should have listened to us.
Our only intention was to help her !

REALLY?!!!!! REDNOSE!! Are you a paid employee of AVAST customer support?!! Are you a certified technician??!! Or are you merely a loyal AVAST user who volunteers as an "evangelist" in a Community Forum that purports to be the only legitimate way to resolve issues??!! By what/whose authority should I "have listened to us"??

It wasn't until lakrsrool got involved that I felt that I was being heard, my concerns were valid and any support!! He was open minded enough that before belittling me and making assumptions, listened and understood my concerns, my anger and frustration. It would behoove some of you, if you expect any customer should trust that you are qualified and capable of resolving issues, to listen to the customer, read first, be more empathetic and less judgmental and presumptuous. I guess you've never owned a business or worked for one...if you had, you would have learned that in communicating with a customer..."The customer is always right". Had I treated my customers at GE the way some of you have...I would have been kicked to the curb the first week!!
SHAME ON YOU!!

[Rednose]

Sorry, this is exactly what I mean.
I won't accept that you, or anyone else, insult me or any other forum volunteers. Goodbye !

Red.

[REDACTED]

REDNOSE - are you insulted because I quoted you and expressed my opinion? "If the shoe fits" . I hope the "real" AVAST support is paying attention to your replies!! If you are that easily insulted and offended, clearly you have no business interacting with disgruntled customers. Your comments have only served to escalate the issue and created even more distrust and dissatisfaction. Goodbye and good riddance!!

[lakrsrool]

Perhaps none of you three who are admonishing me have read the initial replies posted in this thread by "forum volunteers" that at the very least clearly marginalized the complaints posted by these users of Avast and at the same time purported inaccuracies in doing so.  You may want to deny it, but there is a tendency at times for "forum volunteers" for lack  of a better way to put it "come to the rescue of Avast" when the correct approach would certainly be to thoroughly investigate the issue from the start.  I would prefer to avoid pointing these kinds of things out actually, but if wrongful allegations are directed at me personally then I'm unfortunately obligated to resort to what I'd prefer to not have to do.  None of us should relegate the conversation into a level of denial, but rather recognize where we can all improve our support of Avast.  And I do not see any purpose of calling people out directly in any way as I was for the most part generalizing my point.  If any or all three of you feel that either arguing with users seeking help on this board or actually going to the extent of denying their complaints have any validity is helpful in any way then I'm not going to be able to convince you otherwise. Again, my approach is to address ways that we can all improve our support of Avast users which might sometimes not be something any one of us might want to hear.  I agree that in general all the responders on this board have the best of intentions, but I think in the rare cases this is not the case we should want to address these areas where improvement is warranted.  In no way am I suggesting that all "volunteers" have not wanted to help, all I've pointed out is where "volunteers" might be more introspective and look to where improvements can be made.  And lastly if anyone believes that the way these customers were treated by the Avast Call Centers then you're frankly in denial and THAT is what my major point has been in the first place anyway which is what you should have noticed in my post that your all apparently so upset about.  I would certainly hope that Avast management would want to improve their support centers in ways that actually try and HELP customers with their  problems as opposed to pushing products on to them for the sole purpose of raising more revenue.  I understand that revenue is important, but clearly not at the expense of the customers.  Wouldn't any or all three of you at least agree with that concept? 

The bottom line here is that we as "helpers" to our customers should NEVER find ourselves at odds with our customers by marginalizing their complaint or by actually going to the extent of denying that their complaints have any merit which has if you've paid attention to a limited degree been the case in this thread.

[bob3160]

Perhaps none of you three have read the initial replies posted in this thread by "forum volunteers" that at the very least clearly marginalized the complaints posted by these users of Avast and at the same time purported inaccuracies in doing so.

Maybe you need to read all replies not just the ones you pick and choose. 

No, not perhaps, they are.All the complaints there are PEBKAC errors.And what is your own experience with avast?So far you only have said that you called a third party for support.If you want help, start a topic in the correct forum and provide details.Support for avast products is free.

Since this support is advertised and published on the Avast website as support,Avast needs to take responsibility when they (third party support) mistreat and misleadAvast's customers. Simply stating that it's third party doesn't cut it any more. Sorry.

[REDACTED]

To whom are you directing your comment, Bob3160? If you start at the beginning, you will find that there are two of us - Musicz and me. I'm not clear which one of us, EDDY was directing his question about the phone number used, but I provided documentation that it was the number from AVAST.COM. You have not been disrespectful at anytime and I sincerely appreciate that. Others have been and Lakrsrool is correct in calling them out, without personally identifying them and attacking them -in a professional and thoughtful manner. Every legitimate successful business with a customer support/service team conducts periodic evaluations of effectiveness and performance! In fact, as I'm sure you are aware, many of the calls are recorded for quality assurance purposes and notes are made in a customers record of the issues, recommendations & results. NONE of the representatives with ANY of the numbers I called, legitimate or not, did so. That begs the question...Why not? Is there a reason they don't want those calls recorded or a record of the events? Because Lakrsrool has suggested that some of the forum volunteers take a step back and reassess the defensive tone of their responses, the personal  attacks on him are unwarranted and unprofessional by any standards.

[bob3160]

To whom are you directing your comment, Bob3160? If you start at the beginning, you will find that there are two of us - Musicz and me. I'm not clear which one of us, EDDY was directing his question about the phone number used, but I provided documentation that it was the number from AVAST.COM. You have not been disrespectful at anytime and I sincerely appreciate that. Others have been and Lakrsrool is correct in calling them out, without personally identifying them in a professional and thoughtful manner. Because he has suggested that some take a step back and reassess the defensive tone of their responses, the personal  attacks on him are unwarranted and unprofessional by any standards.

Neither of you too.
My reply was directed at larksrool who seems to like to light a fire even if the house is already warm.

[Pondus]

This topic is now going nowhere and should be locked .....

[REDACTED]

Bob3160 I modified the previous reply with some additional information/comments. Please read. I think his concerns are valid and in suggesting that some self reflection might be warranted, is not an attack or attempt to flame the fires of discontent...rather an attempt to diffuse the situation. Thank you.

Pondus -You're correct. It's going nowhere.  I appreciate your post that you have PM'd someone, although I have not received a response.  I don't intend to waste another 1/2 day on this TOPIC.  You can "lock it" , delete it - whatever you desire. I've printed and saved the entire TOPIC.

[schmidthouse]

This topic is now going nowhere and should be locked .....

Agreed.
Attention was desired, and achieved, The "Initial" situation/issue  is being looked into and I'm sure will be resolved.
The rest of the personal attacks and driven confrontation is non productive.