Feel scammed...HELP!!!

system · 2015-08-15T17:22:56.000Z

After using Avast free edition for sometime we finally clicked on the add to upgrade and add a bunch of products and paid $54.99 for it, in several places it warns: " Subscription starts on purchase date NOT start date, yet the activation code that was sent right after purchase does not work give error [232] and the password they sent wont work to allow me into my account either. Spent hours (this was this AM, still trying) on this so far, called tech support to be on hold for over 20 minutes (horrible service…this try’s anyone’s patience) and got disconnected several times. Finally get a woman on and try to tell her what is happening and she just talks over me and refuses to listen, then when I raise my voice she hangs up!!! WTH is going on here? Seems a pretty elaborate amount to go through if this is just a scam as CNet rates it highly. Can any one tell me what is going on? Should I call the CC company and charge it back? I cannot find any tech support via instant PM, so filled out trouble ticket, and got instant automated reply that :

This is an automated message sent by Avast Customer & Technical Support.
This message confirms that we received your support request with the details listed below.

Ticket ID: #HDI-361-64442

Subject: Very poor customer support, rude and feel ripped off.

Response times vary depending on the department and issue, but please be assured that your support request will be answered as soon as possible

You can check the status of or update this ticket online at:

https://support.avast.com/Tickets/Ticket/View/HDI-361-64442

Yet still no reply. Very upset right now, especially with treatment after they have taken my $$.

HELP!!!

essexboy · 2015-08-15T17:26:19.000Z

Hi first thing to do is to get you up and running

First get your licence re-sent https://www.avast.com/en-gb/resend-license-paid.php
Use the e-mail that you used to purchase with
Once you get that save the attached licence file to your desktop
Double click the file and it should insert
Does that work ?

system · 2015-08-15T17:28:43.000Z

No…tried everything:

Order Information
Billing Address

Order ID:
11638441547
Order Date:
August 15, 2015
Invoice:
Available at our Order Portal.
Password:
Seflg5B9
You will need the password for logging into an Order Portal to check details of your order.
Name:
(deleted)
US
Email:
RXProducts@aol.com
Products in Your Order

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

Subtotal: $54.99
Discount: -
Tax: $0.00
Total Price: $54.99

system · 2015-08-15T17:30:18.000Z

And to clarify, I am copy and pasting so I don’t make an error…

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.

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