Feel scammed...HELP!!!

essexboy · 2015-08-15T17:38:12.000Z

Was a file attached to the e-mail ?
licence.avastlic ?

What was it that you purchased ?

system · 2015-08-15T17:39:33.000Z

And I really appreciate any help as this is beyond frustrating, especially after how poor the phone support was. Any of our employee’s would be fired immediately for treating a paying customer like that.

system · 2015-08-15T17:40:59.000Z

Yes. Here is the email:

Dear valued customer,

We have received your request to re-send the license
file for your Avast program.

To insert your license, please follow the
instructions below:

Please make sure you have installed Avast Pro
Antivirus, Avast Internet Security, or Avast Premier on your computer.

Your license file is attached to this email. Please save the license file to a
secure folder on your hard drive. This file is needed to fully activate your
Avast program – it will not install the program so please do not try to open the
file before you have installed avast antivirus on your computer.

If you did
not receive the attachment, please make sure that your e-mail client and
Internet provider allows you to receive attachments and then request your
license again.

If you have installed avast antivirus on your computer, you
only need to double-click on your license file to insert it in the
program.
Alternatively, open the Avast Interface and click on the Settings
tab.

Select “Subscription” and then “Insert license file”. Then simply browse
your files to locate the file “License.avastlic”. Click on this file to select
it and click “Open”.

You will be asked if you are sure you want to insert
the selected license. Click “Yes”. Your license will now be activated
automatically for the valid period of the license.

Note: Your license is
valid from the day of purchase, not from the day of activation.

If you have
any difficulties inserting the license file please check the link below to find
more information.
http://www.avast.com/support

Thank you for purchasing
Avast

Best regards,

Your Avast team

system · 2015-08-15T17:42:40.000Z

Get this message:

Unable to insert license file.
The license file does not contain a valid license.

This is beyond disturbing…

essexboy · 2015-08-15T17:43:25.000Z

OK lets try a fresh install initially

Download Avast Uninstall Utility to your Desktop.
Download the correct version of Avast
Avast Free
Avast Pro
Avast Internet Security
Avast Premier
Disconnect from the net
Uninstall Avast via control panel

[]Run the uninstall tool and accept the reboot to safe mode
[]Once complete reboot your system
[*]Reinstall Avast

schmidthouse · 2015-08-15T17:48:28.000Z

essexboy post:5:

Was a file attached to the e-mail ?
licence.avastlic ?

What was it that you purchased ?

Pardon the intrusion guys but the purchase order does say the Product purchased was “Avast Clean Up”
Isn’t that seperate from Avast Anti Virus? ???

Pondus · 2015-08-15T18:06:13.000Z

Yepp it does

Product SKU: GMF-02-003-12-AR Product Name: [b]Avast Cleanup - 3 PCs, 1 Year[/b] Qty Ordered: 1 Amount: $54.99

system · 2015-08-15T18:09:15.000Z

I have no idea…these adds always pop up when I use Avast antivirus so I finally clicked, and clicked “upgrade” and then entered credit card. I am not computer literate, just following the instructions that pop up. So I assumed it was all the same thing, no idea on details is why I posted all the screens show.

Just rebooted after doing uninstall in safemode, now following instructions again. Will post back what happens.

system · 2015-08-15T18:13:31.000Z

essexboy. How do I know what version to click on that you have in your last response? Or did I just fall for some marketing scam…I trusted in what Avast was advertising…totally lost now that the others ask here. (yes, 60 year old just trying to protect computer and make it run better…and I guess made the mistake of clicking on the Avast add).

essexboy · 2015-08-15T18:17:14.000Z

OK lets get you a refund then https://support.avast.com/Tickets/Submit/RenderForm/27/&cls01&ptf01&lic01&scr06
Tick refund request on the bottom left

State that you bought the wrong item

I have reported this to the mods as a third party support problem

system · 2015-08-15T18:19:13.000Z

Thanks for all your help!!

system · 2015-08-15T18:23:16.000Z

Wont let me log in to do a refund ticket, now says account does not exist. This is been so stressful. You have been great BTW…what now?

essexboy · 2015-08-15T18:31:02.000Z

Did you use the correct e-mail ?

I will ask on of the mods to assist

system · 2015-08-15T18:38:25.000Z

WOnt let me in…says my email is not a recognized account now. If phone support was available where someone with your service was available would go along way, but the treatment from anything AVAST related other than the excellent support here cannot go far to create loyalty. Wish I wound have never clicked the Avast upgrade. Now I have no protection and have to go through bank to charge back.

Headed home and will check in later. Thanks again essex.

essexboy · 2015-08-15T18:52:54.000Z

In stall the free avast until we know where we are at

davexnet · 2015-08-15T21:50:12.000Z

Some general thoughts-
I use the free version, but since I’ve spent quite a lot of time in the forums, the culture of the company
begins to show itself in the kind of problems that show up, how they’re handled and various attitudes about things.

avast does a lot of advertising through their popup system and it clearly works; people buy the product without doing much research,
or spending any time in the forums to get the “feel” of the place. For novices, it’s almost always this way, and they stay novices.

But if you try various A/V products, use their forums, see how they handle direct communications, whether it be a question or to
report a false positive, the difference in the professionalism and the way the culture of the company comes across -
can be very telling. But you have to “wise up”, to at least this point, before your decision to buy is in any way informed.

That’s my 2 cents worth.

schmidthouse · 2015-08-16T14:42:39.000Z

That’s a fair 2 cents worth and I agree.

Para-Noid · 2015-08-16T17:44:34.000Z

schmidthouse post:21:

That’s a fair 2 cents worth and I agree.

+1

@ davexnet Well put.

system · 2015-08-18T14:40:36.000Z

Essexboy, want to thank you for your excellent help. Still cannot get refund from Avast, but did get all the correct forms filed. The phone support team could use a few pointers from you and the team here though as you have been first class. Sorry to say though the horrible treatment from phone support has pushed me away from ever wanting to do business with the company. I was very happy with the free Avast, but not being as skilled on all things computer related, I would guess I am not the first to run into this, and won’t be the last. For those that do know their way around a computer better than I, I am sure they are able to understand the “click here to upgrade” add’s, but we as the novice do not. And once they got our $ it seems they are not anxious to return it. Another negative.

Suggestions, make the on hold time 5 minutes or less. No one has 20-30 60 minutes to waste on hold, and then be hung up on by a rude customer service rep (yes, I was very angry after that amount of time on hold, but if you pull the recorded conversation I was calm and civil until the person would not stop talking over me and then raised my voice. She refused to give me a manager to try and resolve this and then hung up on me. We as paying customers should be given at least some respect on the phone, and you all here did a wonderful job. But with our money gone, there is not much being done by the “power that be” to right the wrong and make us feel any confidence in doing business with such tactics. There are enough real scams going on the internet for us all to be wary of, and then to be treated as we were (not by you, you deserve some say in how to treat customers with problems. You were excellent) and then NOT promptly refund our $ will leave a bad taste in anyones mouth.

Thanks again, and sorry you could not have been where I turned first.

essexboy · 2015-08-18T14:45:11.000Z

Sorry that we could not be more proactive but as users there is little that we can do

Announcements