I don’t think I am being unreasonable here, which is why I feel that I must push this through multiple avenues so that the Avast! organisation can see this and look to address what I consider to be real problems.
I have been very disapointed recently by the level of support I have received as a Premier user and a genuine long term Avast! user. I feel that Avast! is not reaching customer expectations in support, nor has an interest in retaining paying customers, even those that have been doing so for over a decade.
I have documented my experiences at the following links:
It already went wrong with the first answer to your support ticket, and ended up in a total miscommunication that has nothing to do with your original problem.
If you post your ticked id here, we can forward it to Avast to see why this has happened.
That said Avast is aware of your original problem, and is working on a solution.
See the link that Asyn posted above, and particular :
The person in question I think didn’t even try address the product and/or feature I was speaking of, didn’t check internally to find out what the situation was and didn’t even check Avast’s own forums for details (which apparently there were according to other posters).
Yes, that’s my mistake, I don’t know why I wrote 60, I meant 30. Regardless I had this subscription since 2014 and it expires in 2019, so it wouldn’t have mattered anyway. My argument regarding the EULA was the fact that it did not say that they were unable to offer a partial refund under any other circumstance, just that it had a guaranteed warranty for 30 days for the full amount. There was nothing in there saying “we won’t ever under any other circumstances, so if you get screwed by our product in any way, you should get the shortest possible subscriptions instead”.
My refund request was even conditional, because I put out my assumptions and was happy to have those assumptions corrected, which again, if this person had adequately checked, this would have not escalated.
Further, I could have taken this further and mentioned that the contract we have over the sales agreement is Digtal River’s sales and conditions, Avast’s EULA was not an agreement in part of the sale and therefore is considered an invalid sales contract in the EU. But I don’t think throwing legality around would have helped and whether the validity of the EULA actually helps me in the end is debatable.
Sorry, however the reasoning provided about why they couldn’t was frankly invalid. There was no “we cannot refund you under any other circumstances”, the EULA like every other EULA is overreaching and the general expectation is that companies do this to protect themselves, not to screw the customer.
It’s not another OS, this is a feature built into Windows. It’s running on the Windows kernel, not Linux kernel.
Thank you very much!
My ticket id is 448773.
If I had been given your response in the ticket instead, I would have been very satisfied. I have been really disappointed with the quality of support I received.
Knowing this I’ll continue using Avast!'s products (when they’re compatible with the feature - right now I sorely need this feature, it’s a God send over Cygwin), but I would really like to see Avast look to correct their support.
@ Ash Weststar
Just a point of clarification, all of those responding in your topic including myself are avast users just like yourself (not avast team members), trying to help other avast users.
Further, I could have taken this further and mentioned that the contract we have over the sales agreement is Digtal River's sales and conditions, Avast's EULA was not an agreement in part of the sale and therefore is considered an invalid sales contract in the EU.
You are wrong.
- You bought it from avast, not from Digital River.
- You installed avast, meaning you agreed to the EULA.
As I said to you before Eddy, I don’t think throwing legality around would have helped and whether the validity of the EULA actually helps me in the end is debatable. I don’t see any point in you trying to argue this point because there are going to be plenty of conditions that only a court could decide the legality on.
The sales agreement was with Digital River.
An EULA presented after a sale in the EU cannot be used to alter an existing sales agreement once the transaction has been completed; it’s simply not considered valid. But even if it was invalidated, I’m not sure how that would help me unless I took a civil suit (which I really don’t care to) to take some kind of action.
The sales agreement is with avast, Digital River only handles certain financial things for companies.
What you are saying is that if you buy something and pay by bank, you only have to deal with the banks terms/conditions.
That is ofcourse not true.
The EULA was presented before the sale/installation.
You just didn’t read it, but you only can blame yourself for it.
You really don’t understand the EU laws on this point.
Eddy, I told you I wasn’t particularly interested in arguing that point since it doesn’t really have an ends that I am willing to go down currently. Because of this, I don’t really care enough to put the time in to show you otherwise. However, I am happy to discuss other points that you have quietly stopped bringing up, such as:
Ash - I apologize for the situation. It wasn’t really handled well. We could do it better (and we should). Longer reply in the ticket…
The EULA is a formal document and it covers situations like this BUT we want to treat our customers as a part of the family. We want to help them and resolve their issues, not to point to EULA paragraphs. Unfortunately, that’s what happened in your case.
Avast Antivirus is a software, there will be always bugs. But the Customer Care(Support) team is here to help and handle these situations. I’m really sorry that it didn’t happen this time.
To address some of your points
the case was wrongly categorized => Ubuntu != PICO
we should help you instead of we resolved it by pointing to EULA that you are not entitled to receive refund
Thank you for taking my feedback, I realize I may have been terse in the ticket myself due to my frustration which may have not helped. I’m happy to remain a customer of Avast! as you’re working to improve based on the feedback.
