Hi everyone, I am not sure if this has ever happened to you guys when you use the total support service. But I have had one of the worst experience so far and requested a refund for the service. My computer had no problem initially, called because the license won’t install. Purchased the Total support because the person on the phone told me that it’s because my computer is infected that’s why it won’t install the license but failed to tell me avast server was down and was the obvious reason why I can’t download the license. After they worked on it, my sound system won’t work, so i called again and they removed all of the windows updates and now my computer won’t update and is a complete mess. They told me to reset my PC now after they messed up. I requested a refund on ticket but nothing so far, and I also called and they pretty much told me to swallow the cost of fixing my PC by sending it to manufacturer. I don’t know what to do… any suggestions?
Did you submit a avast support ticket via Avast Ticket? What is your support ticket number? Write it down here and i will draw attention to it.
Thank you so much! Here is my ticket number: #LZH-653-83668
I really have no other choices that’s why i posted on here hoping someone could help. Thank you！
Hi everre, welcome to the forum 
I am sorry for your bad experience.
To be honnest : We volonteer forum helpers don’t like/recommend the Total Support either.
I will put your complaint forward.
About your pc problems : Our best expert essexboy who can help you with this, is going on vacation tomorrow and will be back in one week.
So it is up to you if you can wait that long.
Greetz, Red.
Thanks for your ticket number. I will forward this message to an avast member to look into it. Don’t edit and/or post a new reply or else your ticket will be pushed back into the line. Normally, ticket replies is usually 5-10 working days.
Hi everre,
I am really sorry about your problem. I’ve checked your ticket and the call center’s supervisors are currently reviewing your case. I’ll get back to you once the review is completed.
For the records, Vojta Nekvapil is no longer working at Avast.
I know I am not supposed to edit the ticket because it will set me back, but here us the full story of what happened. It’s very long.
Initially, I purchased 2 licenses for Avast and was unable to download them. The program does not seem to recognize the license number. I called Tech support and the person ran some initial tests and told me it was because someone had hacked into my network and that’s why I could not download the licenses, he urged me to purchase tech support and said they will be able to fix it. His comment heightened my concern and I felt impel to purchase the Tech support. The agent soon hand over my case to a actual tech person, he worked on my computer and called me and told me it was because Avast’s server was down and that was why I could not download the license. I request a refund and he told me I need to file a ticket for it. Please note that my computer had no problems prior of calling Tech support, and after he initially worked on my computer, my computer lost it’s sound function.
I called again on Aug 31st due to the sound issue, I got a tech named Clay, the whole process took about 2 hours, with 1 hour of him not doing anything. I nudged him and he finally started on working on my computer. He installed a restore point, reboot, and my computer started showing error messages from start-up, which had never happened before. I sensed his incompetency and asked if I could change to another tech, he said he had worked in the field for 13 years, and that he is more than capable, and said there is no other tech available at the moment. I was given no choice but for him to proceed. He then deleted all of my windows update, dated back to Aug26th. He failed to acknowledge my comment that my computer was working perfectly fine before Aug 27th, and insist deleting all the updates would fix my computer. He called me soon after he had deleted the updates and my computer won’t load, and said that the reason my computer is not working right now is because it had a problem with updating and its system was broken. I said to him my computer was completely fine before I call Tech support and was updating just fine before he deleted all the recent updates. His final comment was for me to completely restore my computer, erasing all the data and start fresh. My computer has as well lost the recovery function after he worked on it, it is a Samsung computer and without that I can not restore my computer, so the only way now is to send it to manufacturer, which I called to estimate a cost between 100-500 USD.
Because of my frustration, and attempt to get a refund so at least I could use it toward sending my computer out for repair, I called customer support. The conversation was unpleasant, I was told that Avast is not liable for any damage to my computer, and that I, as a customer, will be responsible for the damage done. After a long conversation, and requesting a supervisor, he told me the same thing as that Avast is not responsible. Disregarding my request for a refund, they simply said for me to schedule another repair with a higher rank technician. I expressed my hesitant due to my previous encounter with Avast technical support but was given no other choice. I stated,” If they cannot repair my computer, you are saying I will be swallowing the cost of sending it out for repair, or paying for whatever needed to be done.” And the supervisor stated, ”yes.”
The scheduled repair was unsuccessful, as to my prediction of Avast tech support’s competency. I had spend a total of at least 15 hours with Avast and the whole experience gave me a sense that Avast does not stand behind their own action and take responsibility, nor does it guarantee any customer satisfaction. It was a waste of both time and money.
Hi everre,
I am sorry for the delay. I received the completed review of your case today. I will read it and will contact you by email later. Is that OK?
Moroni