Customer Service is terrible. Why am I emailing someone and waiting for answers as how to fix my auto renewal problem. If you want me to buy your product you would think someone would go out of their way. So I went to forums and FB posts and all I see is complaint after complaint after complaint. I have a problem renewing my subscription via Paypal, via Credit card. I called Paypal we went through everything and they see the transaction but it is held up by AVASTS end. Even my Discover card gives same error message that payment has failed. Every answer to most complaints on FaceBook is a general statement. I went to every area I could to see if there was a fix. Alot of people are complaining about same said issues. This many complaints vs. 5 star praises tells me this is a failed product.
"Hello Stephanie,
We apologize for the inconvenience caused.
Please follow the instructions in this link to contact our Sales Support - https://support.avast.com/support/tickets/new?form=2
Feel free to contact us for further assistance.
"Hello Stephanie,
We are sorry for the inconvenience caused.
Please be informed that there is no live person support available for Avast.
The support is through email, Avast Forum and Social Media.
If you have submitted the request to Avast then please provide the ticket number so that we can escalate to concern team to get further assistance.
OK so reply was there is an issue with DigitalRiver. They will get back to me. I’m like “NO”, I’m gonna call them. Why don’t you just tell people to call customer care there. Atleast I am having some LIVE DIALECT. So then they give me the runaround and then tell me that they can run my card again but it will be 49.99 I said no, I want to atleast pay the 39.99 that I am offered online for being a loyal customer. But she can’t do that so I stated I wanted to talk to a supervisor because I’ve had it up to here. I get supervisor and finally make some head way. My ticket is going to the accounting team because for some reason my billing address is not showing up any type of pay account purchase I use. They wanted to charge me MORE money and I told the girl no matter what I pay doesn’t gaurentee the DL will come through and then I will go through the roof. Of course still being professional as much as I can muster from a 4 day cluster “F”. Finally something that makes sense comes forth out of their mouths that go to the website and DL the free version for now while we investigate the problem. Obviously it is a technical issue. So I suggest if you have any issues with payment go straight to Digital River. I was going to try to go via renewal again to see if maybe the free version would have taken care of the software issue in some crazy way, but I’m afraid of being charged twice when they finally fix it on their end. So I will wait. 30 days of free is better than nothing.
So here is the bottom line. What holds up the transactions is when you click on renew order in your AVAST window. It states 39.99 then customer loyalty gives you 5 .00 off but it is offering me 29.99. If you DL trial version it offers it to you for 19.99 a year. So here’s the kicker. It won’t allow you to purchase at any of those prices. They will charge you 49.99 for just reg pro when you call. So the false advertising is the problem. Which I now have my AVAST for a payment of 49.99 which is not the offer via their acct settings area in my tool bar. So I will be forwarding that to the Attorney General as false advertisement.
Thank you for all the work I DID by process of elimination.
If you read both my replies AVAST could not help. The last email I got was from AVAST stating it was DigitalRiver Issue. I pay for a service therefore I should get quicker results. Not wait until customer support opens back up on Monday. Also it is false advertising. The issue is with trying to purchase the product via my connection with AVAST. They offer discounted prices within my shortcut to their site attached to my license. They did not correct that issue. They charged me 15.00 more than what I am offered by discount. AVAST states one price and then charged me another via third party payment center. So YES it is FALSE advertisement. They didn’t fix the issue they just charged me more. AVAST should have informed me to call DigitalRiver center. And at NO time did they offer me the discounted rate that I informed them I was suppose to receive as offered in the product for being a loyal customer. She also told me the price was going to be 43.99 after taxes on the phone then my card got charged more.If you’d like I can share the emails I received from AVAST that kept stating it was my side of the payment that was holding things up with no resolution to the problem. I had to figure it out. I UNDERSTOOD exactly what was going on but no one wanted to listen. Also they have no phone support via AVAST only snailmail, just DigiRver has billing line and that’s whom I called to resolve my issue.
Yes avast can and will help.
They said that they will get back to you.
So have patience and wait till they do.
I pay for a service therefore I should get quicker results
You are getting support/help already.
It is not possible to give you help/support before you have asked for it.
As avast has already responded, have patience.
They are only people and have to check things to give you a correct answer/help.
Not wait until customer support opens back up on Monday
Ok, so you are awake and working 24/7 ?
Sure, avast can have thousands people working at the support department so they will have 1 support person for every user.
Guess what, you will have to pay 10.00's of USD to pay for it.
If you can and want to do so, be my guest.
Also it is false advertising
No it s not.
You where offered a discount and it was up to you take it or not.
If new customers can get the same subscription cheaper doesn't have anything to do with the discount you where offered.
She also told me the price was going to be 43.99 after taxes on the phone then my card got charged more
Let me give you a huge clue.
There is no billing support by phone !
First off, i can’t stand here and get in a pissing match with you all day inbetween the 3 jobs I have because I don’t have time for snail mail. NO WHERE in my renewal form when I click on it does it say NEW USER pricing. For the past couple of years I have pretty much paid the same price, if it goes up a few dollars I’m ok with that. But MY RENEWAL offer comes with pricing when I click on my own personal AVAST window. Not the weblink. So there is an issue in purchase when I go to AVAST. The issue lies within AVAST and DigitalRiver link. So maybe you should take a look at that instead of going head to head with me here. If someone had just told me at AVAST knowing that I’m running out of time on my antivirus to just go ahead and DL the free version for now until we can figure out the issue and get back to you when we come back on Monday, that would have been sensational. I get 30 days of coverage, I’m a happy customer, your a happy tech and you get all the time in the world to figure it out. And phone billing support is available via DigitalRiver they were the ones that told me to DL FREE version until their accounting could figure out the issue. So actually I did get an answer and my problems are solved and I have gotten my antivirus. Still waiting for my email as to what I should do. Maybe instead of arguing with me in here and bulleting my comments you can take the advice I give you and help out the next person. DigitalRiver 1-800-598-7450
