support.avast.com - new interface and platform

[DavidR]

This really should have been in its own topic - I will however try to attract some attention to your problem.

As has been said the support telephone line is handled by a 3rd party service and they don't have the order or payment details so they can't deal with it.

Whilst it said 24hrs in the email response, we (avast users) are seeing it to be 5-10 business days - obviously over the holiday period there will be a greater number of non-business days.

You don't actually say what action it is/was that you required in your ticket.

[moroni]

Hi.....is it possible to get anyone from Avast to answer concerns? Submitted an support request on 28th December last year and despite an automated acknowledgment advising 24 hour response on Ticket Number 112514....nearly 2 weeks later....NOTHING! Online reviews and forums are full of similar problems. Non existent customer support doesn't inspire confidence to proceed beyond trial period and looks like it will have to be my credit card company that take it on board since Avast seem to just ignore customers once they have credit card details. After years of using Avast Free and upgrading to their so called 'Premier' service I am shocked to find such poor customer service....sign of the times maybe?

Hi s.millar,

Sorry about that.
Your trial's auto-renewal was successfully cancelled on 28 December. You should have received an automatic confirmation of this, didn't you receive it?

[moroni]

By the way the purpose of this thread was to provide information when we moved from the previous support platform to the newer one.
I'll be locking it as it is not aimed to serve for requesting support here.

If needed, please open a thread. Thank you for understanding.