Author Topic: Why are answers Personal Messages?  (Read 767 times)

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Offline theskillspool

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Why are answers Personal Messages?
« on: April 10, 2019, 09:13:33 PM »
I've been frustrated by the apparent proclivity of your expert volunteers to answer my [public] questions as PMs. I can see no reason why I can't get normal replies, and when I try to respond to any of the PMs I have to spend a distressing amount of time to solve inscrutable captchas, which I persistently answer wrong. Unfortunately I do find it necessary to ask more questions than I'd like, as I find Avast's user interface particularly opaque. I have a Premium trial, and this experience is discouraging me from continuing past the trial.

Offline DavidR

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Re: Why are answers Personal Messages?
« Reply #1 on: April 10, 2019, 10:11:39 PM »
1.  I've been frustrated by the apparent proclivity of your expert volunteers to answer my [public] questions as PMs.

2.  I can see no reason why I can't get normal replies, and when I try to respond to any of the PMs I have to spend a distressing amount of time to solve inscrutable captchas, which I persistently answer wrong.

3.  Unfortunately I do find it necessary to ask more questions than I'd like, as I find Avast's user interface particularly opaque. I have a Premium trial, and this experience is discouraging me from continuing past the trial.

1.  Not really sure what it is you are trying to put across here, I replied to your public question in the forums by asked a question (supported by an attached image) in that public topic.

2.  As I said, I replied in your other topic and attached an image, to do so I had to generated a PM to capture that image. That is why you got one, not to say you need to continue by using PMs. So you did get a reply in your topic.  You shouldn't need to reply to PMs when you ask the question on a public support forum.  This a simple mistaken need to reply by PM, as I I had to generate a PM in order to capture the attached image.

By now you should find that you no longer have to complete the captcha as they are for the first 3 posts only an anti-spam measure.

3.  Unfortunately like most new things there will be a learning curve, line switching browser, an antivirus suite or worse still switching Operating System.  Hopefully you will be able to do that a little easier niy you are past the captcha phase.


Note: I think this should have been in your other related topic https://forum.avast.com/index.php?topic=226512.0, which I answered.  In isolation it looks disjointed.

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Offline bob3160

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Re: Why are answers Personal Messages?
« Reply #2 on: April 10, 2019, 11:45:59 PM »
I've been frustrated by the apparent proclivity of your expert volunteers to answer my [public] questions as PMs. I can see no reason why I can't get normal replies, and when I try to respond to any of the PMs I have to spend a distressing amount of time to solve inscrutable captchas, which I persistently answer wrong. Unfortunately I do find it necessary to ask more questions than I'd like, as I find Avast's user interface particularly opaque. I have a Premium trial, and this experience is discouraging me from continuing past the trial.
I personally don't give help via PM. Any help offered via PM doesn't help anyone else who may have the same problem.
This is a support forum and problems solved should be available to anyone visiting this forum.
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Offline BWhit

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Re: Why are answers Personal Messages?
« Reply #3 on: April 11, 2019, 09:28:37 AM »
Hi theskillspool,

I sent you a PM yesterday in response to the second post you made (https://forum.avast.com/index.php?topic=226453) because you had already asked the same question in another topic (https://forum.avast.com/index.php?topic=226262), and because the topic was posted to the wrong forum section.

As you had not seen the response to the first topic (and an Überevangelist had replied to the second topic with a link to the correct forum section, which usually means that no further response will be made to that topic), I wanted to make sure that you received the answer - and sending you a PM seemed the most straightforward way of doing this. I'm sorry that this has caused further issues rather than alleviating them for you.

P.S. I am Avast employee rather than one of our amazing volunteer experts

Offline bob3160

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Re: Why are answers Personal Messages?
« Reply #4 on: April 11, 2019, 02:29:22 PM »
Hi theskillspool,

I sent you a PM yesterday in response to the second post you made (https://forum.avast.com/index.php?topic=226453) because you had already asked the same question in another topic (https://forum.avast.com/index.php?topic=226262), and because the topic was posted to the wrong forum section.

As you had not seen the response to the first topic (and an Überevangelist had replied to the second topic with a link to the correct forum section, which usually means that no further response will be made to that topic), I wanted to make sure that you received the answer - and sending you a PM seemed the most straightforward way of doing this. I'm sorry that this has caused further issues rather than alleviating them for you.

P.S. I am Avast employee rather than one of our amazing volunteer experts
It also means that an answer for an Avast emplyee like BWhit is also an official answer. :)
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