Author Topic: can't stop autorenew! can't contact avast customer service :((  (Read 3595 times)

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Offline 00mark

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can't stop autorenew! can't contact avast customer service :((
« on: February 16, 2022, 07:25:13 PM »
as per the title. no one here to help. all they do is renew without permission.

as the 'customer service' chat is the only visible way to contact avast, does anyone know how to deal with these people?  >:(

Offline DavidR

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #1 on: February 16, 2022, 08:16:13 PM »
What program are you using  ?
Posting in the related sub-forum is more likely to get a response.
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Offline 00mark

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #2 on: February 16, 2022, 08:21:55 PM »
program? do you mean browser? Firefox updated.

trying to stop them from just taking my money is enough of a time suck already, sorry if this isn't the best page. can you direct me?

Offline bob3160

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Offline 00mark

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #4 on: February 16, 2022, 08:30:10 PM »
thanks. I tried that 5 times already. it just sends me to a chat that doesn't work = blank grey page

Offline bob3160

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #5 on: February 16, 2022, 08:39:42 PM »
thanks. I tried that 5 times already. it just sends me to a chat that doesn't work = blank grey page
This is what it sends you to,
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Offline 00mark

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #6 on: February 16, 2022, 08:43:46 PM »
yes, and if you follow those links it asks you to fill in lots of info and then sends you to a chat page that doesn't work - I have tried it many times

Offline DavidR

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #7 on: February 16, 2022, 09:16:48 PM »
yes, and if you follow those links it asks you to fill in lots of info and then sends you to a chat page that doesn't work - I have tried it many times

First we are avast users, secondly we can't see what you see which is why we ask questions.

yes, and if you follow those links it asks you to fill in lots of info and then sends you to a chat page that doesn't work - I have tried it many times

The image Bob posted is essentially the same I posted in your other topic.
I as an Avast Free users can't really follow that through not having any paid version data to enter.  But is shouldn't ask all of that and then only offer a Chat function, that might be an option, but it should also allow for the creation of a support ticket/online request for an unsubscribe/refund, etc.

So I mocked it out to try and get to a point where there is an offer to either Chat or Email, see attached.
Hence my comment, we can't see what you see which is why we ask questions/images.
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Offline 00mark

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #8 on: February 16, 2022, 09:31:49 PM »
sorry if I came across as sniffy! Unintended. Appreciate everyone's efforts to help.

I have followed now all the links I can find to contact avast, including the page you posted - although it's worth pointing out that the email option is only available on one or two of the many possible avenues for contact (all the others are chat only) - but i don't want to transfer the program to another device, so I didn't look there at first. Why is this hidden?

I emailed them and got a reply that my auto renew has been cancelled - for next March 2023!!! I wrote back saying I didn't want this renew and they should refund me... and silence. So I tried these forums.

I tried cancelling with paypal, so we'll see.

I expect more than surreptitious renews, broken links to support and non-functioning chat rooms from a well run company though.

Thanks for thinking on my problem. If you know of a better place to post my query please advise.

Offline bob3160

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #9 on: February 16, 2022, 09:58:33 PM »
I've alerted Avast to your plight. Let's see if that helps.
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Offline 00mark

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #10 on: February 16, 2022, 10:14:17 PM »
oh thanks! You didn't need to do that, but I appreciate the support :)

 

Offline prokopes_

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #11 on: February 17, 2022, 09:54:25 AM »
Hi 00mark, I'm sorry about this situation. I refunded your order and replied to your support ticket.
We're not aware of any issues with our Chat, I suspect this may have been caused by a 3rd-party browser extension.
Please note that you can always cancel the automatic renewal in your Avast Account, the process is described here: https://support.avast.com/en-ww/article/Account-unsubscribe/
Nonetheless, we apologize for the complications.

Sales - Orders & Renewals https://www.avast.com/faq.php?article=AVKB24#artTitle
Bob, it seems this link is not working for some reason. I'll check why is that, maybe because it's a legacy link that should redirect to our new link format. In the meantime, you can use the new format to link our FAQ articles: https://support.avast.com/en-ww/article/24/

Offline bob3160

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #12 on: February 17, 2022, 12:40:07 PM »
Hi 00mark, I'm sorry about this situation. I refunded your order and replied to your support ticket.
We're not aware of any issues with our Chat, I suspect this may have been caused by a 3rd-party browser extension.
Please note that you can always cancel the automatic renewal in your Avast Account, the process is described here: https://support.avast.com/en-ww/article/Account-unsubscribe/
Nonetheless, we apologize for the complications.

Sales - Orders & Renewals https://www.avast.com/faq.php?article=AVKB24#artTitle
Bob, it seems this link is not working for some reason. I'll check why is that, maybe because it's a legacy link that should redirect to our new link format. In the meantime, you can use the new format to link our FAQ articles: https://support.avast.com/en-ww/article/24/
That link may be informative but it's certainly harder to get to what the customer is looking to do,
Cancel a subscription or, get a refund for something that's been renewed.
Aren't there any straight forward links to accomplish those tasks?
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Offline prokopes_

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #13 on: February 17, 2022, 01:43:24 PM »
Yes, here are straightforward links that you can find on our main Support Page:
- Refund Request: https://support.avast.com/contact/sales_refund/?c=true
- Unsubscribe (cancel automatic renewal): https://support.avast.com/contact/sales_autorenewal/?c=true

Offline bob3160

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Re: can't stop autorenew! can't contact avast customer service :((
« Reply #14 on: February 17, 2022, 05:04:55 PM »
Yes, here are straightforward links that you can find on our main Support Page:
- Refund Request: https://support.avast.com/contact/sales_refund/?c=true
- Unsubscribe (cancel automatic renewal): https://support.avast.com/contact/sales_autorenewal/?c=true
Thank You. :)
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