Author Topic: Ridiculous subscription cancellation process  (Read 738 times)

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Offline Julius11

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Ridiculous subscription cancellation process
« on: June 14, 2024, 04:30:31 PM »
Hello

I've been testing antiviruses and using them to see witch one best suits me. I came across Avast and it gave me some issues like blocking torrent websites, shutting down Easy Anti Cheat software, too many false positives. So on my end I've cancelled subscription on Paypal and wrote them e-mail via their website's form to subscription cancel on their end.

First day they wrote me this to my e-mail: "We are writing to inform you that there has been an issue processing your recent automatic cancellation of your continuous subscription."
So I had to contact them again the other this time I went to live chat option. As you can see the customer agent was intentionally wasting my time for 24 minutes. Here's chat's transcript:

Me (6/14/2024, 4:30:46 PM): You wrote: Hello, Dear Support

I've tried the Avast Premium Security, but however I do not think this software is for me. I've encountered numerous issues. For example the app blocks access to Torrent sites which is ridiculous. The app also blocked EAC - Easy Anti Cheat service which in result I got banned from a game and had to write support to unban me. Virus scan is heavy on my cpu (i5 13500) so I can't really play anything when it's scanning. So in consideration of all these issues that I've listed I will not renew subscription to Avast Premium Security and wish it to be cancelled.
Rangasamy (6/14/2024, 4:30:46 PM): Hello, my name is Rangasamy. Welcome to AVAST Customer Care.
Rangasamy (6/14/2024, 4:31:49 PM): Hello, Julius !
Me (6/14/2024, 4:32:05 PM): Hello, Rangasamy
Me (6/14/2024, 4:32:18 PM): please read message above
Rangasamy (6/14/2024, 4:32:20 PM): Please give me two minutes to check your account details and case description and get back to you.
Me (6/14/2024, 4:32:36 PM): sure
Rangasamy (6/14/2024, 4:35:15 PM): I am sorry for the inconvenience caused to you. I am checking with my resources to assist you in a better way. I am sorry that it is taking more time than expected. I appreciate your patience.
Me (6/14/2024, 4:35:56 PM): Just please cancel the subscription on your end cause I've cancelled it on Paypal already.
Rangasamy (6/14/2024, 4:39:41 PM): Thank you for staying online.
Rangasamy (6/14/2024, 4:40:09 PM): May I confirm that you wish to cancel your Avast Premium Security program as it is causing many issues. Am I right?
Me (6/14/2024, 4:43:19 PM): yes, I wish to cancel
Rangasamy (6/14/2024, 4:43:31 PM): Thank you for your confirmation.
Rangasamy (6/14/2024, 4:43:42 PM): I am sorry for inconvenience that you are facing. Please do not worry. I will assist you further with your request.
Rangasamy (6/14/2024, 4:45:26 PM): Please note that closing this window may cause the chat conversation to end. Therefore, please avoid clicking your browser's (X) button and keep the window minimized while troubleshooting.

Our purpose is to seamlessly address & resolve your concerns. If we get disconnected at any point in time, you’ll receive an email from my end with a link to rejoin the conversation with the next agent.
Me (6/14/2024, 4:46:54 PM): Did you assist me in cancelling my subscription cause you did not mentioned that you did ?
Rangasamy (6/14/2024, 4:47:39 PM): You are eligible to get 6 more months extension in your validity after the program was renewed. I will also check the issue further.



 Would you like to take this offer or would you still wish to cancel the subscription?
Me (6/14/2024, 4:48:02 PM): I wish that you cancel the subscription.
Me (6/14/2024, 4:49:48 PM): Order ID is: 256490977XXXX
Rangasamy (6/14/2024, 4:52:23 PM): I respect your decision.
Me (6/14/2024, 4:52:58 PM): I know you're instructed to waste people's times and avoid cancelling subscription, but from human point please don't do that man.
Me (6/14/2024, 4:53:06 PM): You are better than this.
Rangasamy (6/14/2024, 4:53:09 PM): I will escalate your case to our concerned  team. They will process the auto renewal cancellation as soon as possible and let you know via email once it is cancelled.
Me (6/14/2024, 4:53:56 PM): Thank you.

Shortly I received e-mail stating that they have cancelled my subscription.

Offline Pondus

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Re: Ridiculous subscription cancellation process
« Reply #1 on: June 14, 2024, 05:15:11 PM »
The mistake you did was to give them Your creditcard or paypal info for testing a program

Offline Julius11

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Re: Ridiculous subscription cancellation process
« Reply #2 on: June 14, 2024, 05:17:49 PM »
You can't test it otherwise.

Offline Pondus

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Re: Ridiculous subscription cancellation process
« Reply #3 on: June 14, 2024, 05:37:42 PM »
You can't test it otherwise.
If not then i would not test

Did you select the 60day test?
There used to be a free 30day test but where to click was a bit hidden/small print

« Last Edit: June 14, 2024, 09:39:23 PM by Pondus »