Not sure why an earlier response to you didn’t post - but I did a number of days ago.
None of the ‘techs’ never questioned what I had installed before directing me to return my computer to factory settings - which of course I did know was going to wipe the hard drive. What I didn’t realize was that the “backup” was not going to capture those programs, etc., and even then, all the ‘backup’ window indicated was going to be backed up didn’t ‘reappear’ when restored.
I’ve learned a lot on this - mainly to approach the forum first with questions and issues and not the ‘online techs’
It is clear to me the Avast dial-in tech support is 3rd party…contract folks…not Avast.
Sure, Avast “monitors” them like I’m sure the 100s of other companies using the same service.
Heck, if I call into Comcast and gets routed to tech support once they check my line and is OK they “route” me to “tech support”.
Probably the same group…why, because it’s $175 first on your credit card and also allow them to connect to your computer.
I’m not sure which is more crazy…giving them money before they “fix” anything or letting them have access to your PC.
To me it is very simple…NEVER EVER…EVER use a dial-in service…don’t care what company you are starting from.
In this day-n-age companies don’t have the resources to have that backend infrastructure so they farm it out.
Those folks are generalists with standard steps and brute force techniques that are one size fits all approach.
For me, if you have a severe enough issue take the time to go to Forums and research…heck, a Google search most times turns up good info. If things are too mucked up then take the $175 you would pay those “guys” and go to a local PC house. The local folks will at least backup your machine and you have local 1:1 access…plus, they probably won’t charge you until fixed.
Anyway, I see threads like this on so many forums…hopefully for new people reading the experience above can help avoid their frustration…just a shame did not help OP…
I agree with you. Avast customer service sucks. I oppened a case Ticket ID: TIK-416-26536 on 11 February and more than 48 hours later no one has attended my case >:(
Hi well at least you are not dealing with Corel they sent me a 1-800 support number turned out to be a porn phone chat line. What kind of company lets there main support number go to a porn dialup service. That is the end of my business with them.
Hi, my name is Julie Smith and I am very dissatisfied with your support package.
Order # 14236038642 Julie Smith
Called Avast on 29th of January 10 am….spoke with a nice gentleman about Avast Backup issues not working and no way to enter new key from newly purchased product after trial had expired. Told him I really wanted to back up my files because my computer was very slow getting old I though and was going to replace it.
He said if I purchase the support product listed above the support department could get my computer running like new. He checked and found lots of registry errors and then he had me put in a support ticket for Avast Back-up.
Then Cesar Solarte worked on my computer for a little over 2 hrs. I had to leave for an appointment…I called support let them know I had to leave and left him on my computer…unfortunately he lost connection and left me a message to call back to continue working on the product when I returned.
When I returned at 4:30/5pm et I called back and talked to Ronald Casasola who looked into the problem and sent the ticket to Christopher Vega who downloaded windows live and messenger, which I don’t even use, he did several other things which did not do anything of value….then he handed the ticket over to someone else and they worked on it for awhile and then just disappeared and never called back and I went to bed….next morning I also called back and had a Mathew Richardson work on the computer and he got avast backup up and running but by the time all was said and done some of my other programs were not working correctly…my computer was three times slower than before…it kept hanging up and I had to keep hitting refresh to get web pages to download…all my passwords where gone and outlook kept hanging up in limbo…I was getting computer errors windows explorer not working……dos boxes popping up with errors and my desktop was not right either….files and programs were different
THEN, and 10:45 he seemed to just disappear seemed frustrated because I wasn’t happy with just backup working….and wanted the other issued addressed.
I left several messages in the chat box of bomgar and then called and talked to someone in support at 11:15 who was looking into it and said Mathew might have gone on break because they get 15 minute breaks and I said ok and he thanked me for being patient…BUT, at 1:00 pm I had to leave for work and could not wait any longer for Matthew….who had not touched my computer as my mouse and screen had not changed since my 11:15 conversation on the phone.
Last night I called and complained to support….told them I wanted my computer restored to the point they started working on it and I wanted my money back.
He, I believe his name was Randall, said ok walked me through the restore process and told me to call when it was completed and they would walk me through the refund process. I called was on hold for ½ hour hung up called 952 908 4150 explained everything to some nice lady and she told me I had to write this all in an email and send it to orders@avast.com to start the refund process.
My computer is back to the way it was before and I am having someone else help me to get Avast Back-up running again.
Please respond to this request VIA email or call me at 207 xxxxxxxxxhome or xxxxxxxxxxcell phone with your determination or a phone number to call you at to get this resolved…….I have been using Avast since the early 1900’s and have referred several people to you….I hope this is just an isolated incident, caused by to many people working on one computer with misinformation.
Thank you for your time,
Julie A SmithToday talked to Mike and she basically said to bad for me…they tried and can only do the best they can…NOT what I was promissed at time of sale.
This email is free from viruses and malware because avast! Antivirus protection is active.
I suggest that you remove (or obfuscate) your email address from your first post (email extract info). These forums are publicly available and email addresses could be harvested by spambots.
I’m not sure if you’re being facetious (as was I) or math-challenged.
2014-25 = 1989
That’s a very long way from “the early 1900’s” - which I take generally to mean pre-World War I. :o
The way I see it 1989 is the late 1900s. (Not that this has anything to do with the quality of avast!'s service - or lack of same. So apologies to the OP for digressing from the principal concern.)
Will report that as of yesterday - AVAST has agreed to address the multiple issues my originating post detailed in a postive and satisfactory way. I need to give credit where credit is due. I also want to express my deep appreciation to all others (board participants) that responded with helpful suggestions and directions.
