How long does it take...

General Topics
1

…to respond to a ticket usually? I made one last Tuesday and it still hasn’t been addressed by support.

It was filed as a customer ticket under billing, so four star urgency(?) I think they labeled it. Did I file it wrong?

Text in ticket is as follows:

"Like the subject says, I purchased a 1-year license for Avast! Premier. However, what I received was a license for secureline. When I made the purchase, the page with the download had shown I had indeed purchased premier, but the download file wouldn’t work. After some searching around on the forums and doing a clean install, I checked my email to re-download my license, seeing as for whatever reason it isn’t linked to my Avast! account despite making the purchase while logged in. It was then that I noticed this mix up and would very much like this to be fixed.

I am absolutely positive I clicked on Avast! Premier to purchase, so I have no idea how this happened."

2

1]
Please do not submit a new-/change the current ticket.
It will take you back to the bottom of the stack, making the response time longer.

2]
Currently the ticket system is “overloaded” with duplicate ones because people send in multiple tickets about the same as their first ticket. avast is already working on a better system, but that takes time.

3]
Have patience, it can easily take 14 days before you get a response.
It may help if you post your ticket number in your next reply here.

3

Alright, thanks. Only made one ticket.

Ticket: #RYJ-863-19082

4

Thanks for mentioning the ticket number.
I hope someone from avast sees it and takes care of it soon.

5

So it’s been 14 days and I still haven’t received a reply. :-\

6

I will PM Vojatech

7

Thank you. :slight_smile:

8

20 days now, I have 10 left on my trial. If this isn’t sorted out by then, then I guess I’ll be asking for a refund and looking for a different security software provider.

If this is the kind of service I can expect then I am seriously starting to doubt whether or not I wish to stick with Avast!. The community seems friendly and is helpful, but the actual people running the show have yet to turn up. This is really disappointing. :frowning:

9

It is getting annoying. I’ve reported it to all Mods, asking for an Avast! Team Member to respond in General.

10

4 Days left, still no response. I guess I’ll be giving customer service a call and demanding a refund tomorrow, as my patience is at its end.

Thank you Michael and Eddy for your help, it was much appreciated.

11

I’m sorry the mods didn’t answer you. I would do the same. Demand an answer and refund.

12

I am having a similar issue. (Secureline got auto-renewed and I didn’t want it anymore.)

No response to my ticket either. (#LNH-669-15540 … Just in case. XP )

I have not been able to get an answer when trying to use the skype link off of the Avast contact page.

Does anyone know if there is a UK number I can ring?

13

I’m sorry for a delay. I’ll check it.
Thank you
Lukas

Even if there isn’t any response to your refund request it’s been recorded when you receive a message (email) that new support ticket was created. We consider this support ticket a official request for refund. And the “refund date” is counted from the ticket creation date, of course.

14

Kinfolks 72@sbcglobal.net ticket#674867 and 668064 for $74.89 and &$42.79 It’s been 2weeks I need my refund avast ??? >😡

15

Reported to Avast. (Posting your email address on an open forum isn’t a good idea. )

16

Perhaps it would be best to remove it from your quoted text :wink: