First post and not sure where ... Trying to renew but for longer than a year ...

system · 2015-05-12T13:50:14.000Z

Hello,

Last year I opened a ticket with a billing question and it took around 3 months (+/- 2 weeks) to hear back, which IMHO is not good customer relations. This time I don’t have 3 months to wait.

I’m coming up for renewal soon and keep getting a notice where automatic renewal failed (I’m on my 3rd or 4th one). It is failing because Avast has an old expiration date and the three digit code on the back changed.

I have yet to update the billing information because I want to renew for more than one year and add another machine (4th).

When I log into my account I can buy a completely new license, which is NOT what I want to do. Why? I already have one (even if for a few days more) plus I understand renewing gets you a discount. I, of course, like discounts.

I opened a ticket but have yet to hear back and based upon my previous experience I’ll hear back sometime in August 2015. Thing is I know of at least three other anti-virus products I could use and it wouldn’t cost very much:

System Mechanic Professional. I already use SM and upgrading to Professional, which has Shield is way less than Avast!.
As a Comcast Internet subscriber, I can install Norton Security Suite for free.
And of course, there is the standard Microsoft Security product.

I’d like to stay with Avast, but I:

– I’d like to feel as if Avast cares (and 3 months doesn’t sound like caring).
– I don’t want to buy a new license at full price, when I should be able to renew.

What I do NOT understand is why on the account page does NOT allow us to renew and to renew for multiple years adding or subtracting machines to the license???

It would make perfect sense to give us the renewal opportunity there for 1 to X (e.g. 5, 10, 100?) year and for as many systems as we need to add or subtract.

Anyway, I’m on the clock and hearing nothing from Avast! on renewing options beyond one year and that’s not an acceptable option.

Thanks for listening / reading!

Para-Noid · 2015-05-12T13:58:27.000Z

The only licenses I know of are for up to three machines and up to three years.

edit: Additional

If you have submitted one ticket don’t submit another or you will end up at the back of the queue.
Please post your ticket number here and I will contact an avast team member. Please be patient.

Rednose · 2015-05-12T14:04:20.000Z

Hi BMoshier

BMoshier post:1:

I opened a ticket but have yet to hear back

Can you post your ticket number ? Than I will try to get some attention on this

Greetz, Red.

bob3160 · 2015-05-12T14:04:55.000Z

Welcome to the forum.
Sorry you’re having a problem.
You’ll find all the products at:
https://www.avast.com/en-us/store
Click on the Learn More to see all the options for each product.
If you still have questions, ask us here or, try the following:
https://support.avast.com/Tickets/Submit/RenderForm/27/&cls02&ptf01&lic01&scr06
Choose your language and submit your problem directly to Avast.

Rednose · 2015-05-12T14:08:36.000Z

Bob, he has already submitted a ticket

Greetz, Red.

bob3160 · 2015-05-12T14:15:12.000Z

Rednose post:5:

Bob, he has already submitted a ticket

Greetz, Red.

Let’s hope a ticket that old can still be found .
Since you’ve already elevated the request, we should find out shortly.

MartinZ · 2015-05-12T14:19:24.000Z

Hi,

Please try this guide.
https://www.avast.com/faq.php?article=AVKB182#artTitle
?

Unfortunately it’s not possible to change the billing from Avast Account yet, but are working on it. Currently the billing info is changeable via our billing partner.

Hope it helps
Martin

moroni · 2015-05-12T14:40:37.000Z

Hi BMoshier!

3 months? That’s not right. We sincerely apology about it, however I would like to point out after checking the tickets that it is the typical case of sending reiterated responses to a ticket and moving it to the end of the queue.

Regarding your renewal, at the moment the auto-renewal is designed to renew always the same product and for 1 year. In case that you want to renew for more years, a different product and/or more machines, it has to be done manually each time.

I’ve cancelled the auto renewal for your current subscription (can take few hours to be shown on your account in Nexway), so we can discuss regarding your renewal on your ticket.
I’ve taken ownership of your ticket (JGG-469-17226) so let me know about your needs for the renewal there

My apologies once more for the time it has taken us to reply to you.

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