Can't speak to a human being about my refund!

system · 2015-11-16T16:40:35.000Z

Re-Ticket ID: 23922

within one hour of taking out the Secure VPN line, I realised that I had made a mistake, and that is wasn’t for me. I know that I have 14 days with in which time I can cancel and get a refund. When I spoke to someone on the phone I was told in a very mechanical and not very friendly manor to take a ticket!!! So I took a ticket and received an e-mail to say that I should hear back in about 24 hrs. Well that was 10th November and it is now 16th November. I have since phoned the same number twice and got the mechanical and frankly unhelpful response as before, and not at all customer friendly, almost to the point of being rude!!! If Avast know that refunds take longer then surely it would be a lot more helpful and honest to say that they can take up to 2 weeks or 3 weeks or however long they realistically take!!! I think it is a very unprofessional way to handle your customers, and the people on the other end of the phone do not care one bit!!! Please sort out your customer care services and at least give your customers a proper reply.

Pondus · 2015-11-16T16:46:05.000Z

Have notified Head of Customer Care & Satisfaction

system · 2015-11-17T08:06:28.000Z

Thank you.

system · 2015-11-17T08:17:20.000Z

I noticed yesterday that someone had put a comment - which has since been removed - telling me that I should have taken the time to read through the Forum as this topic had been discussed before, and so that I should have known that refunds are taking about 10 days to be looked at. Well my reply to that response is that surely if this topic has been discussed that many times then who are the people not listening and reading their own forums???!!! I would suggest that AVAST needs to read it’s own forums and start to put right the lack of communications issues as we are the customers and we have busy lives, we don’t have time to sit and read everyone forums, all we want is a decent customer service and a correct and prompt reply to our queries. IT IS NOT ROCKET SCIENCE, if AVAST know that a refund will take two weeks then all they have to do is say that it will take two weeks!! is that too much to ask for??

Eddy · 2015-11-17T10:01:06.000Z

avast is trying to handle tickets within 10 business days (= 2 weeks).
A refund can take longer, especially if banks are involved.

The people from avast sure do read here and are listening.
The real problem is that third party company they contracted to handle certain things by phone for them.
It is that company that refuses to change the way they operate.
Yes if you had done some searching you would have found a huge amount of complaints about that company.

You can report your experience with that company :
Vojta Nekvapil - Third-party Support Manager, nekvapil(at)avast(dot)com

Indeed it is not rocket science.
All refund requests are handled by real people and there are things that avast hasn’t got control over (e.g. banks).
So it is not a exact science and there is no way to tell how long/short a refund will take.

Don’t worry about the “money back guarantee”, it is the date you submitted a ticket that counts, not the date when it is handled.

moroni · 2015-11-17T10:04:18.000Z

Hi gonesailing6!

Sorry about the delay. Please note that we answer the tickets by last activity.
If you send a follow-up message almost everyday, your ticket will appear to us as a “new ticket”, which will cause further delay

Today is a public holiday in the Czech Republic so please expect a response by the end of the week.

Thank you for understanding and have a nice day!

moroni · 2015-11-17T10:06:44.000Z

Eddy post:5:

The real problem is that third party company they contracted to handle certain things by phone for them.
It is that company that refuses to change the way they operate.

The technical phone support has never and shall never handle refund requests. There is nothing to improve about that
For refund requests we only have a ticketing system. The answer from the phone support will always be to open a ticket

Pondus · 2015-11-17T10:07:54.000Z

Sorry about the delay. Please note that we answer the tickets by last activity If you send a follow-up message almost everyday, your ticket will appear to us as a "new ticket", which will cause further delay

If not already there, this info should be on the website ...

Eddy · 2015-11-17T10:08:40.000Z

I was not referring to refund requests, but the way they communicate with (potential) customers

Democracy Day - The demonstration in 1989 that started the Velvet Revolution.

system · 2015-11-17T14:20:40.000Z

Thank you all for your responses.

So AVAST needs to put in plain English at the point of getting a ‘Ticket’ that
a) refunds can take up to 3 weeks!
b) don’t keep adding comments to your Ticket info as you will go to the back of the queue!!
c) that the people on the phone line will never help you out and no-one is ever going to be interested in helping you out on any phone line and it is solely Internet based!

Now how difficult is that to write. We are not able to read minds and we shouldn’t have to trawl through forums to find out what should be told to us in the beginning. It is the lack of basic information that can make a person irritated. If I had been told all this at the beginning I wouldn’t need to be here wasting yours and my time, and we would all be a lot happier. Thank you.

Rednose · 2015-11-17T14:41:45.000Z

Hi gonesailing6

gonesailing6 post:10:

that the people on the phone line will never help you out and no-one is ever going to be interested in helping you out on any phone line

A small correction : The people on the phone can not help you with a refund, as they are not Avast, but a third party company.

That said, can you post your Ticket ID here ?
Than I will forward it, and maybe it will picked up sooner.

EDIT : I Missed that the Ticket ID is in the first post :-X

Greetz, Red.

system · 2015-11-17T15:00:43.000Z

Ticket ID: 23922

Thank you.

schmidthouse · 2015-11-17T16:40:29.000Z

Pondus post:8:

Sorry about the delay. Please note that we answer the tickets by last activity If you send a follow-up message almost everyday, your ticket will appear to us as a "new ticket", which will cause further delay
If not already there, this info should be on the website ...

+1
Absolutely!

system · 2015-11-18T17:26:49.000Z

That said, can you post your Ticket ID here ? Than I will forward it, and maybe it will picked up sooner.
EDIT : I Missed that the Ticket ID is in the first post :-X

Greetz, Red.

Just to say that I have now received my refund. Thank you ;D

system · 2015-11-19T10:58:12.000Z

It’s been 2 weeks. I just want to cancel and get my refund. Ticket ID: 25083
I appreciate it. If I put this in wrong area, I’m sorry. The site jumps you around to many pages.

Eddy · 2015-11-19T11:20:01.000Z

You need to count in business days, not weeks.
Don’t forget that this week has one business day less in Tsjechië because of a holiday.

Just have patience.

system · 2016-01-26T23:13:25.000Z

I am also having trouble with a refund. I called in and was directed to the support page and filed a ticket on the day I was billed. I was charged for a product on an account I don’t have access to for a product installed on a machine that I also don’t have access to. Confirmation email said it would be handled within 24 hours. It’s now been 25 days.

I filed a follow up ticket but that has been closed. I don’t know what to do and I’m a bit scared that they will bill me again since I can’t confirm that auto renew has been turned off on that account (since I don’t have access to it)

Any advice on getting the refund?

Asyn · 2016-01-27T05:35:59.000Z

ndg.paperfox post:17:

I am also having trouble with a refund. I called in and was directed to the support page and filed a ticket on the day I was billed. I was charged for a product on an account I don’t have access to for a product installed on a machine that I also don’t have access to. Confirmation email said it would be handled within 24 hours. It’s now been 25 days.

I filed a follow up ticket but that has been closed. I don’t know what to do and I’m a bit scared that they will bill me again since I can’t confirm that auto renew has been turned off on that account (since I don’t have access to it)

Any advice on getting the refund?

Post your ticket-ID.

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