Screaming with frustration

[Frustration]

I ordered this product yesterday. Have had e-mail confirming payment but no delivery.

Followed customer service route which sent me an automated e-mail which was as much use as a chocolate teapot.

E-mail tell me how to activate product and give me the licence number but no product or link on how to get product.

Distinctly underwhelmed by the professionalism of this company. Typical big internet company with lots of glossy pages on how great their product is but no substance. Quite happy to send customers up blind alleys for product while taking money for it.

ANy advice would be appreciated. i do relaise this may not be the right forum but what the hell do you do when the company treats you with such contempt.

[Vladimyr]

Can almost feel your pain but need to know the following before anyone can help (which might seem like the bleedin' obvious to you so bear with me).

Exactly which website you ordered from?

Which product?

(If possible, also message source and/or text of email confirmation)

[Hard_ROCKER]

http://www.avast.com/eng/programs.html

[Frustration]

Avast 4 professional edition.

Ordered through Share It but got link from Download.com

Text of e-mail below

share-it! Order number: 118798845
****************************************************************************
This e-mail was generated by a mail handling system. Please do not reply
to the address listed in the "From" field.
Please read the CUSTOMER SERVICE section for answers to your questions.
****************************************************************************

We recommend that you make a backup copy of this e-mail (e.g. print out a
hard copy).

Dear Customer,

Thank you for placing an order with share-it!.

****************************************************************************
Contents:

A. Brief information on product delivery
B. Details for product delivery for avast! 4 Professional Edition, 1
   year                                                               
C. Technical Support
D. Customer service

****************************************************************************
A. Brief information on product delivery

Use the license key to unlock the product (see below).

Please note that you will not receive a delivery by postal mail.

****************************************************************************
B. Details for product delivery for avast! 4 Professional Edition, 1
   year                                                               

The product is licensed to "Peter Corser".

The license key for "avast! 4 Professional Edition, 1 year" is listed
below. You will need this license key to complete the process and activate
the product. The license key and the text below originate from the software
publisher and may be written in another language.

Dear customer,

thank You very much for Your purchase. You were successfully registered for
using avast! 4 Professional Edition antivirus program on 1 PC(s). Your
license allows you to update/upgrade avast! 4 Professional for 1 (one) year
from the date of purchase. Your license key is


Print this mail and save it for future usage, please.

Follow the instructions below for entering your new key into installed
Avast! program:
1) Start Avast! program and during memory scan press the "Registration"
button. There will be Registration dialog displayed. You can also find this
dialog in Simple or Enhanced user interfaces under About program avast! ->
Activation Key
2) Enter the key. (NOTE: if you are unsure when entering number 0 or letter
O, enter rather number 0 (zero)!) The best way to enter the license key is
Cut&Paste method - select entire key in this mail, press Ctrl-C, switch to
avast! registration dialog and press Ctrl-V. Then press OK button and your
avast! is registered.

It is recommended to update your virus database via the iAVS service. Just
click on the "flash" icon in Simple user interface or "flash" icon with
iAVS description in Enhanced user interface.

****************************************************************************
C. Technical Support

If you have any content-related or technical questions about the product,
please contact ALWIL Software a.s. directly.
 You can contact the publisher at the Website http://forum.avast.com for
technical support.

****************************************************************************
D. Customer service

Questions about your order, payment, or delivery?

Answers to the most frequently asked questions / Contact:
http://www.shareit.com/ccc/?languageid=1&pid=118798845

Your order data:
https://secure.shareit.com/shareit/ccc/my_account.html?languageid=1&pid=118798845



General terms and conditions of business:
http://www.shareit.com/termsconditions.html?p=118798845a634563eed8cbb


Sincerely,
Your share-it! team
____________________________________________________

share-it! - a service of digital river
http://www.shareit.com

I have left out Licence number obviously

[mauserme]

Hi Frustration,

The avast! program is not sent to you;  rather, you should download it in the language of your choice from here

http://www.avast.com/eng/download-avast-professional.html

Install it and, after the reboot, right click the a-icon in your system tray, then click Start avast! Antivirus.  When the memory scan starts click the word "Registration" and copy/paste your registration key into the empty field.  Click OK and you should be all set.

Sorry for the confusion.

[Vladimyr]

Hi 'Frustration'

Thanks for posting the extra info. Sorry I haven't been able to get back until now. Others have helped (hopefully).
'Share it' usually have a 'Download Trial' button on their page somewhere but you may have missed this if you didn't know that retail versions of Avast come as a 60-day trial.

cheers,
Vlad

[Lisandro]

Ordered through Share It but got link from Download.com

No problems, Download.com is an official redistributor of the setup files (in English).
You can download from there or from avast website (including other languages) and use your key.

[Frustration]

Thanks guys. Sorted now. I do think the wording of that e-mail is a little ambiguous though. It suggests that it will be delivered by e-mail which i thought was odd. Surely they should include a link in the e-mails ? Whatever. I'm sorted.

[DavidR]

Welcome to the forums.

Now you aren't frustrated, you will need a different screen name

Stick around and browse the forums, especially the sticky topics at the top of each of the forums, not to mention the avast help file. They provide a wealth of information to help you get the best from avast.

[justinb]

I am sorry to hear that there was an issue; we've managed quite well with the current emails: I'll look into changing the text to better let any customer know that the product itself needs to be downloaded.

I think there was an assumption (yes, I know, bad thing) that customer would trial the product first, and therefore it would already be downloaded. I'll try to get this corrected.

Best,

Justin.

Justin Bellinger
Worldwide Operations Manager
ALWIL Software a.s.

Thanks guys. Sorted now. I do think the wording of that e-mail is a little ambiguous though. It suggests that it will be delivered by e-mail which i thought was odd. Surely they should include a link in the e-mails ? Whatever. I'm sorted.