The “2015” wants/needs/fixes thread is at the top of the Forum.
To me part of a product is its support…how/where/etc. it is done are key factors.
It was suggested to start a separate thread on this topic…probably a good idea.
Thus, I wanted to start this thread to allow the Avast Team to see/hear experiences of those who have used, please post Good & Bad.
Here was my comment in the 2015 suggestion thread…but this is solely on reading the experiences of others and NOT from my own.
I have used in distant past these 3rd party companies with very ugly results so I draw upon that.
This is my opinion…others will have theirs…in agreement and also not.
This is OK, the object of this thread is not right or wrong…that is for Avast to decide…but rather post your experiences and ideas.
If you had good experience…why ?..how were you treated and what made it good ?
If your experience was poor…don’t just complain (which you can do…only fair) but include why was it poor and more importantly how could it have improved ?
Here is mine to start the ball rolling…again, more observation than experience…
[i]I do not like the idea of 3rd party software support contractors. These $175 quick fix-it…or fix-it not…guys are hurting Avast’s reputation that I have read. Personally I’d would never let a 3rd party dial-up guy touch or have control of my PC…I just know they are reading from screens and trying pre-canned solutions rather that truly understanding the issue and resolve…why ?..because they have already been paid the $175 and their biz model is to get off the phone to the next $175 as quick as possible…they have no skin in the game…Avast is not their brand.
Avast can tier the support structure from free Forum but assign one Avast Team person to always be trolling the Forum and work with the Uber posters and escalate threads where needed. The ticket entry is the next…perhaps free with certain response time…say max 5 days…and hopefully push folks to Forum for a better response window…then paid ticket submission of 48 hours response @ so much per issue. Also, your tiered pay-for packages get so many pre-paid 48 hour ticket submission. Gold Service paid support with 800# hotline to an “Avast” tech support…not some 3rd party. People are always going to have issues and sometimes these “issues” help the developers…so the idea is to charge a reasonable fee to pay for the “Avast” headcount but also cheap enough for people to use/pay for it.
Bottom line, I think Avast team in my experience has always wanted to help and the senior folks on this Forum are truly awesome…I just think the structure should be tweaked…starting with canning the 3rd party guys.
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