Author Topic: Garbage  (Read 13623 times)

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Offline Eddy

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Re: Garbage
« Reply #15 on: May 06, 2015, 09:21:32 AM »
Quote
Attempts to get a full refund were futile.
You didn't even submitted a ticket.
Only after moroni asked you for the ticket ID, you created one.

There is no need to post the same thing over and over again.
avast is handling your ticket, just have patience.

Offline VojtaN

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Re: Garbage
« Reply #16 on: May 06, 2015, 10:48:14 AM »
Wow-- I just called my credit card company to contest the charges for the annual "Total Support"and the customer service rep told me they have had numerous complaints about this company   This was a spontaneous, "oh yeah, we get A LOT of complaints about that company" comment..

Dear Anjou,
I apologize for your unsatisfactory experience with Avast support service.
Be assured we escalate every issue to responsible manager at the call center who then coach individual agent. We don´t hesitate to dismiss an agent if necessary.
Thank you

Offline anjou111

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AVAST TOTAL support scam tactics
« Reply #17 on: May 06, 2015, 04:47:04 PM »
Quote
Dear Anjou,
I apologize for your unsatisfactory experience with Avast support service.
Be assured we escalate every issue to responsible manager at the call center who then coach individual agent. We don´t hesitate to dismiss an agent if necessary.
Thank you


I am very unsatisfied with the AVAST support service and nothing was ever escalated-- it appears your companies policy is to dupe customers into purchases (using techniques described in this article-- http://www.sitepronews.com/2015/03/13/bogus-tech-support-companies-targeted-ftc/ ) and then refuse refunds under any circumstances

As noted, my credit card co indicated that they have had numerous complaints about you guys. 

  I recommend folks read these before ever contacting AVAST Support.  Given that Avast contracts with you guys, I will be switching anti-virus programs  I have told several friends about your tactics and they also will drop Avast as their anti-virus program. 

http://boardreader.com/thread/TOTAL_SUPPORT_63tbsgX3m0a.html
http://www.sitepronews.com/2015/03/13/bogus-tech-support-companies-targeted-ftc/
 http://www.ripoffreport.com/reports/specific_search/AVAST
http://avast-software.pissedconsumer.com/
http://www.ripoffreport.com/r/Avast-Total-Support/internet/Avast-Total-Support-Avast-Avast-Total-Support-wont-give-refund-under-any-circumstances-I-1208410
https://forum.avast.com/index.php?topic=164008.0#msg1168891
« Last Edit: May 06, 2015, 04:51:58 PM by anjou111 »

Offline bob3160

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Re: Garbage
« Reply #18 on: May 06, 2015, 06:51:31 PM »
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I am very unsatisfied with the AVAST support service and nothing was ever escalated
How can you be "unsatisfied" if up till yesterday you hadn't contacted Avast but only the third party support. ???
I'd consider the response you've received from Avast as very fast once you actually contacted them.
Please give them a chance to at least address you complaint before you accuse them of not escalating your issues.
I understand your frustrations but they can't be solved unless you allow someone to actually help you. :)
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Offline anjou111

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Re: Garbage
« Reply #19 on: May 06, 2015, 09:48:15 PM »
I was contacted regarding the ticket and told to call +1 866-951-7679 opt 2, then opt 2 again,  which apparently is the number of the support company.  When I told them that I'd been scammed into purchasing total support and that I did not want the year contract.  they agreed to refund me for the year contract but only if I paid $119. because a tech spent time on my computer removed junkware, reinstalled my AVAST premium and ran an AVAST quick scan.....

Really??????... I would like that 119. refunded.

An Avast update knocked my subscription back to free.   I was scammed into the transfer to the US tech rather than simply being told how to reinstall the premium and now I have to pay $119., way more than the actual year subscription to premium for the 3 months that I have left.  This is wrong...   

On the AVAST web page it says FREE 24-7 phone support.      This obviously was not FREE!!  All I wanted was help reinstalling and there is no use repeating how I was scammed into believing my computer was "SEVERELY COMPROMISED"   

The tickets don't seem to go to Avast but rather the contracted support company.   

How does one get to talk to a actual Avast person, rather than this horrid support company????   

PLEASE ADVISE!!!!


 

Quote
Quote from: DavidR on May 04, 2015, 05:15:43 PM

    @ moroni
    What is the significance of the op2 after the telephone number ?

    I ask this because that is the same number for the standard 3rd party support, whom many have had issues with trying to sell them a support contract. Previously I thought it was mentioned that they couldn't handle refunds, so there would be little point in calling them.


+1 866-951-7679 is the number for Avast Total Support. Option 1 is for support, option 2 is for billing (only for Avast Total Support billing enquires, including refunds for ATS, they can't handle other Avast products refunds)

Offline Eddy

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Re: Garbage
« Reply #20 on: May 06, 2015, 10:21:33 PM »
You submitted a ticket to avast, now you need to have patience.
It will be handled and things will get solved.

Offline anjou111

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Re: Garbage
« Reply #21 on: May 06, 2015, 10:55:31 PM »
obviously, I am not alone in my frustration!!

http://reviews.gethuman.com/complaints/Avast/

Offline davexnet

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Re: Garbage
« Reply #22 on: May 06, 2015, 11:19:43 PM »
I wonder how other A/V software vendors do compared to  avast when it comes to
billing practices and similar?  Perception is everything, and the perception is avast
could do better, frankly. 

What's the deal with the third party support?
Almost everybody feels ripped off, or subjected to high pressure tactics, but it remains
and avast condones it.  Feel sorry for the novice user.
AMD FX-4300 4GB DDR3
avast free 2279 (Windows XP), MBAM free

Offline anjou111

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Re: Garbage
« Reply #23 on: May 06, 2015, 11:43:55 PM »
Yes, and I am confused as to why Eddy says I should be patient, I already got a response to the ticket that was unsatisfactory, and then a customer satisfaction survey (uh, guess how I rated satisfaction) maybe an hour or so before Eddy told me to be patient???   

So, I have now submitted another ticket, and sent snail mail letters to AVAST explaining what happened to me, and asking that my $119 be refunded. 

Do I need to write the FTC and tell them that AVAST customer support is using the same tactics companies where cited for in this article?????

Offline Eddy

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Re: Garbage
« Reply #24 on: May 06, 2015, 11:51:38 PM »
See reply's #6, #13, #15, #16 and #20

As has been explained many times before,
each time you submit a new ticket/change a existing one you will be put back to the bottom of the stack.

As people from avast has clearly said to you, they are working on it.
That is why you need to have patience.
It is not like they have a magic wand, wave with it and everything is solved.

Offline anjou111

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Re: Garbage
« Reply #25 on: May 07, 2015, 12:01:10 AM »
As I said, i received a customer satisfaction survey to rate how satisfied I was with how my ticket was handled. 

I completed the satisfaction survey, and then submitted another ticket as I assumed that I was sent a customer satisfaction survey because the powers that be believed my ticket was handled.

It was not handled to my satisfaction, so I resubmitted another ticket..

Offline anjou111

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Re: Garbage
« Reply #26 on: May 07, 2015, 12:37:52 AM »
Oh, and for the record, this last ticket is the only ticket that I submitted for myself-- evidently two tickets were submitted on my behalf by one or two people from this board trying to be helpful (or to shut me up).   My posts were copied into the first two tickets by someone other than myself.   As I saw that these tickets had been submitted, I did not submit one until someone responded to a ticket.....   the response I got was less than satisfactory, and I said so on the customer satisfaction survey I received.  I then submitted a third ticket as it seemed that the customer satisfaction survey indicated that someone thought the situation was resolved.

Offline anjou111

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Re: Garbage
« Reply #27 on: May 07, 2015, 12:40:04 AM »
Dave-- Thank you for your on target comment!!

Quote
I wonder how other A/V software vendors do compared to  avast when it comes to
billing practices and similar?  Perception is everything, and the perception is avast
could do better, frankly.

What's the deal with the third party support?
Almost everybody feels ripped off, or subjected to high pressure tactics, but it remains
and avast condones it.  Feel sorry for the novice user.

Offline bob3160

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Re: Garbage
« Reply #28 on: May 07, 2015, 01:05:27 AM »
Oh, and for the record, this last ticket is the only ticket that I submitted for myself-- evidently two tickets were submitted on my behalf by one or two people from this board trying to be helpful (or to shut me up).   My posts were copied into the first two tickets by someone other than myself.   As I saw that these tickets had been submitted, I did not submit one until someone responded to a ticket.....   the response I got was less than satisfactory, and I said so on the customer satisfaction survey I received.  I then submitted a third ticket as it seemed that the customer satisfaction survey indicated that someone thought the situation was resolved.
We may alert a Moderator to help a user. No one submits tickets on your behalf. Submitting a ticket requires information that only you have. :)
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Offline anjou111

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Re: Garbage
« Reply #29 on: May 07, 2015, 01:18:18 AM »
 2 tickets were submitted on my behalf-- I don't know how or who did them.   I did get emails that tickets had been submitted and the tickets submitted included copies of my posts here.    I gave Moroni the ID of one of those tickets.

 I just spent time this afternoon trying to figure out the ticket system after I got the customer satisfaction survey, never used it before..... 

the first two tickets are a mystery then...