Hello thosyboy3!
I am sorry to hear about the problems you had. It is not my intention to justify what happened but I would like to use your thread to clarify few concepts I often see mistaken.
- Trial period: Completely free, no need to pay nor to enter a payment method details. 30 days for antivirus products, 3 days for Secureline, NO trial period for Cleanup (formerly GrimeFighter) or Passwords. Once expires the application will no longer work.
- 30 days refund warranty: Within 30 days of
purchasing any product, you can request a refund if you are not satisfied with it. Trial period is not the same as
refund period.
- Uninstalling an application will not cancel the renewal process if it is active.
The order you requested a refund for was an Avast GrimeFighter subscription, for which there is/was no
free trial period but instead the refund warranty applies.
Now back to your case, whilst you indeed requested a refund within 30 days (which was argued against by our staff, I acknowledge that, as due to time differences we received your request on 11 June 2015 even though you sent it on 10 June 2015), the agent that handled your case replied the same day, offering you to extend your Avast Pro subscription instead of refunding the Avast GrimeFighter one.
Unfortunately, we didn't receive a reply from you until 15 September 2015, indicating that you prefer a refund rather than an extension, and at that point our agent indicates that after 3 months it was not possible, but the offer for an extension was still valid. We then heard from you again in May this year, where you were told that neither the refund nor the extension was possible at that point.
I apologise about what happened as I can understand why you feel frustrated by this experience with our support. Unfortunately, at this point it is not technically possible to issue a refund, as due to our distributor capabilities we cannot refund an order older than 6 months (and that's not a policy
)
I'll see if I can do it through other means, but in the meantime, I'd be more than happy to compensate you with a license for any product of your choice.
I hope to hear from you soon! (and not in 5 months
)
Moroni