Author Topic: Canceling the free trial  (Read 11691 times)

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Offline bob3160

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Re: Canceling the free trial
« Reply #15 on: November 03, 2018, 02:12:42 AM »
It seems to bother you to look for solutions to help those who wanted nothing more than to try an avast product (who don't use like you and me).
This is the principle of the trial, users check if it is appropriate
if so, they continue, if not they stop
But in all cases (with avast) they provided their bank details and more or less they want to know how to prevent charge if they don't like product

Quote
If I don't give my CC info, there isn't anything to charge and nothing to worry about needing a possible refund.
your own vision does not answer the main question : how to stop a trial before the end
If you can't answer it with links or screenshots of the specific case, you don't have to answer next door.
It's like if someone came to ask me where to find gas for his car and I told him "no need to search if you don't have a car" ;D
The question has already been answer You need to read.
I simply gave you a way to try and not have to worry about a possible charge.

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Offline Asyn

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Re: Canceling the free trial
« Reply #16 on: November 03, 2018, 04:33:01 AM »
That's all users want, to be able to stop the trial.
It's not always as simple as you think it is when there are no emails, no orders , no links in our avast accounts.
Hi Chris, you can always contact support, if needed.
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Offline schmidthouse

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Re: Canceling the free trial
« Reply #17 on: November 03, 2018, 04:39:58 AM »
That's all users want, to be able to stop the trial.
It's not always as simple as you think it is when there are no emails, no orders , no links in our avast accounts.
Hi Chris, you can always contact support, if needed.

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Offline mchain

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Re: Canceling the free trial
« Reply #18 on: November 03, 2018, 05:18:41 AM »
  • Free Trial = 30 days.  No credit card needed.
  • Not Free trial = 60 days.  You get to try Avast for 60 days but you have to pay Avast first to do so.  You can cancel early but you have to let Avast know when you do so and ask for a refund at that time.
Would be nice if Avast did not say Free Trial for 60 days when it is not "free".   ???
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Offline Asyn

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Re: Canceling the free trial
« Reply #19 on: November 03, 2018, 05:34:04 AM »
Not Free trial = 60 days.  You get to try Avast for 60 days but you have to pay Avast first to do so.
Nope, the 60 days are free - you only get charged (for a year) at the end of the trial if you don't cancel it.
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Offline schmidthouse

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Re: Canceling the free trial
« Reply #20 on: November 03, 2018, 05:57:10 AM »
Not Free trial = 60 days.  You get to try Avast for 60 days but you have to pay Avast first to do so.
Nope, the 60 days are free - you only get charged (for a year) at the end of the trial if you don't cancel it.

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Offline chris..

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Re: Canceling the free trial
« Reply #21 on: November 03, 2018, 10:46:26 AM »
Not Free trial = 60 days.  You get to try Avast for 60 days but you have to pay Avast first to do so.
Nope, the 60 days are free - you only get charged (for a year) at the end of the trial if you don't cancel it.
there's no need to beat around the bush and keep coming back to say the same thing.
It's nice to say stop it, but the question is how to stop it when there's no clear procedure,when there's no email, no record of an order.

Then, I repeat, this request is not for me (I know how to make the same arrangements as bob) but for a lot of French users who don't have the chance to speak English and come and ask their question here where there are more experts and where avast sometimes handles the requests directly here.

of course, I most often direct them to technical support (I know the link I gave in a toolbox in the French section  ;) ), no need to remind them about it ten times on the subject.
It is also important to know that it is not always easy to contact support when you have a trial on an avast free version and that in addition - I repeat - people do not have an email return with an order number to indicate to support


Offline bob3160

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Re: Canceling the free trial
« Reply #22 on: November 03, 2018, 01:37:04 PM »
What order # are you talking about? It isn't a purchase but a trial.
You also don't do a trial for the free version but only for a paid version so simply contact support.
The easiest thing is to stress to your French users to use the 30 day trial NOT the 60 day trial.
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Offline Asyn

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Re: Canceling the free trial
« Reply #23 on: November 03, 2018, 04:36:26 PM »
Not Free trial = 60 days.  You get to try Avast for 60 days but you have to pay Avast first to do so.
Nope, the 60 days are free - you only get charged (for a year) at the end of the trial if you don't cancel it.
1. there's no need to beat around the bush and keep coming back to say the same thing.

2. It's nice to say stop it, but the question is how to stop it when there's no clear procedure,when there's no email, no record of an order.
1. I corrected mchain, that's all.
2. See Reply #16.

The easiest thing is to stress to your French users to use the 30 day trial NOT the 60 day trial.
+1
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Offline chris..

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Re: Canceling the free trial
« Reply #24 on: November 03, 2018, 06:40:45 PM »
1) my mind for the time I am on the forum ,  Evangelist N1 correct N2 , N2 corrects N3 and N3 correct N1  etc etc... ;)

2) it's not always possible and/or clear (at least with french support)
if (French) users don't have an order number to inform (see my screenshot), they say that the request is not processed by avast.
nb: I can't confirm it because I use a paid product and I can contact support but each tab of the support requires ID ("how to find" is useless without having a first order confirmation)

Why they don't have an order number, I don't know, but it comes back often enough on the French forum for me to try to see it more clearly here

Each time I tell them to check their email or try to contact support without entering order numbers but it is rare that they get an answer.Of course sometimes it's their fault(ex they indicated a bad email  ;) )
Besides, this is also the case here sometimes and you evangelist, ask users for their ticket number to forward it to avast ... and I can see it works.
However, there are no such people on the French forum to forward unanswered tickets to avast  :-[

Quote
The easiest thing is to stress to your French users to use the 30 day trial NOT the 60 day trial.
You know as well as I do, ordinary users come to the forum only when they have a problem, there is no point to stress them to use the 30-day trial instead of the 60-day trial because it is already too late when they come  :-[

« Last Edit: November 03, 2018, 06:45:28 PM by chris.. »

Offline bob3160

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Re: Canceling the free trial
« Reply #25 on: November 03, 2018, 06:57:53 PM »
Chris,
You're on your own. Anything suggest isn't what you want to hear or, you already know the answer.
The customer is also told that using the 30 day trial will result in a purchase unless cancelled prior to the end of the trial.
They are also told how to cancel the trial. Following instructions, seems to be a problem for some people.

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Re: Canceling the free trial
« Reply #26 on: November 03, 2018, 06:58:16 PM »
1. it's not always possible and/or clear (at least with french support) if (French) users don't have an order number to inform (see my screenshot), they say that the request is not processed by avast.
2. Besides, this is also the case here sometimes and you evangelist, ask users for their ticket number to forward it to avast ... and I can see it works. However, there are no such people on the French forum to forward unanswered tickets to avast  :-[
1. Tell them to enter 00000000 and to explain it in their request.
2. You can use the "Report to moderator" function (below a post).
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Offline chris..

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Re: Canceling the free trial
« Reply #27 on: November 04, 2018, 10:38:02 AM »
1. it's not always possible and/or clear (at least with french support) if (French) users don't have an order number to inform (see my screenshot), they say that the request is not processed by avast.
2. Besides, this is also the case here sometimes and you evangelist, ask users for their ticket number to forward it to avast ... and I can see it works. However, there are no such people on the French forum to forward unanswered tickets to avast  :-[
1. Tell them to enter 00000000 and to explain it in their request.
2. You can use the "Report to moderator" function (below a post).
Thank you, that's what I wanted to hear  ;D, at least solutions other than the ones I already know and that I no longer wanted to hear

I would suggest 1) to members who do not find how to stop the trial by the usual way  when they won't be customers yet but will be within the next 60 days
For those who will still have problems getting answers to their tickets (after some time waiting for avast processing), I would try solution 2) after they have mentioned their ticket number

@bob
Sorry, but I have more difficulty hearing basic information that doesn't answer a specific question.
Especially coming from you, I thought you understood when I answered your PM on August 25th.

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Re: Canceling the free trial
« Reply #28 on: November 04, 2018, 10:57:22 AM »
1. it's not always possible and/or clear (at least with french support) if (French) users don't have an order number to inform (see my screenshot), they say that the request is not processed by avast.
2. Besides, this is also the case here sometimes and you evangelist, ask users for their ticket number to forward it to avast ... and I can see it works. However, there are no such people on the French forum to forward unanswered tickets to avast  :-[
1. Tell them to enter 00000000 and to explain it in their request.
2. You can use the "Report to moderator" function (below a post).
Thank you, that's what I wanted to hear  ;D, at least solutions other than the ones I already know and that I no longer wanted to hear

I would suggest 1) to members who do not find how to stop the trial by the usual way  when they won't be customers yet but will be within the next 60 days
For those who will still have problems getting answers to their tickets (after some time waiting for avast processing), I would try solution 2) after they have mentioned their ticket number
You're welcome.
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Offline chris..

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Re: Canceling the free trial
« Reply #29 on: November 05, 2018, 01:38:21 PM »
Finaly,the discussion wasn't so useless, and a little less focused on my eggo  ;)
1 day later, 2 people here were not stressed by bob not to use the 60-day trial are in the same situation
https://forum.avast.com/index.php?topic=223046.0
I don't think they want to hear anything other than the solution proposed by asyn to get them out of there.
happy to have participated indirectly in helping them