Here is the third update & Avast's second response.
Thank you for your reply and explanation.
Firstly, if you have details of the interaction with iYogi such as a reference number or the email address used with them I can request the call logs and ascertain the exact details of what was found and what happened.
Clearly you already know that it is important to remove traces of other antivirus software before installing a new one to prevent crashes/ false positives from occurring, though from your details it sounds like this was perhaps not explained properly.
For Element5, we use them as our online shop provider, however on card statements you should still be able to clearly see that it is an avast purchase.
Again I apologize about the inconvenience and can assure you that if you have the reference number etc from them I will look into this further.
I look forward to hearing from you.
Customer Relations Specialist"
"I do have the e-mail address used, which is email@example.com
. I do
not know if he has gotten any e-mails from iYogi because he has not picked
up his system yet and his e-mail will not connect through our provider.
The first thing we do when we look at someones system is see what software
they have or have had installed, security software being high on the list.
Then we run a current offline scanner, then uninstall any problem software,
update the system and applications, then download and run Avast if they
don't have a paid subscription to something else. That is why he had the
trail version of Avast 5 on at the time, because we had worked on it
Of the three e-mails he received about his order they all say ELEMENT5 and
the one did say that the credit card bill would be DRI*avast.com. The
invoice he received says Digital River, Inc. ELEMENT5. What with all the
scamming and phishing e-mails containing bad links, I can see where a lot of
people would be very quick to think they had been scammed, when e-mails
about their purchases are not titled Avast!
Any and all information, I can provide about this matter is at your