I have a problem with my license, can I find help here?
Depends what the problem is … tell us and find out
Ok, here’s the short and long of it.
This last month I purchased two copies of Avast!, one on 04/19/2014, the second on 04/30/2014.
The purchase of the first went smoothly, I received a confirmation e-mail for my purchase and received the license short there after.
The second purchase has turned into a nightmare. After thirty minutes I still had not received a confirmation for this purchase, so I called Avast’s support. I explained my situation making it clear that this was a second purchase so that there wouldn’t be any misunderstanding about which purchase I was referring to. I was told “no problem, I will e-mail that to you now”. What they sent was the license for the first purchase.
I realized at this point that there was a problem, the only thing that I could think of was that I had made a typographic error when I entered my e-mail address. I had made this purchase with my Master Card and suggested that they do a search for the purchase using that information.
It became clear that the only avenue of approach I had left was to submit a ticket regarding the second purchase. I did this on 05/02/2014, I received the automated response confirming the receipt of the ticket, this was the only response I’ve received from them. It has been a full week now. I submitted a second ticket on 05/06/2014 and received the same automated notice.
It is now the 10th of May and I still have yet to hear anything back. I don’t know if this is gross incompetence on their part, the other possibility I find disturbing. This would be that they are experiencing so many tickets from those with problems that they can’t keep abreast of the current ones.
I’ll readily admit that this is in part a rant, [/rant]. But this is also a request for guidance with this issue.
Regards,
dc3of4
I was told "no problem, I will e-mail that to you now". What they sent was the license for the first purchase.Did you reply to that mail?
You can always email but we are users just like you and we don’t have access to those emails.
However you can this form to have avast re-send your license.
Just be sure you use the exact same email you used when purchasing your license.
@ Pondus
I followed up the e-mail by calling Avast and was told that they didn’t see another purchase from me.
@ Para-Noid
As I posted earlier, Avast has no record of my second purchase, so that option will not work. It looks like the only option is to play this infernal waiting game which doesn’t look promising since the ticket I submitted is now eight days old without any correspondence other than the initial automated e-mail to inform me that my ticket had been received.
Whe doing second buy did you get a receipt? If so show them the proof of buying
As I posted in my long explanation, I never received an e-mail acknowledging the purchase. This was the reason I had to eventually phone Avast to find out what occurred.
One of the representatives I spoke with had the nerve to suggest I call their company in Prague if I wanted to speak to someone in the e-mail department to straighten this out.
If I made a typo in posting my e-mail address the only way to pursue this that I can think of would be for Avast to search for the purchase using the information they have for my Master Card which was used to make the purchase.
My wife and I are both disabled with a net monthly income of $1,143.00. If I can get this straightened out I will be able to provide my friend with the license and they will reimburse me for my expense. Thirty seven dollars and forty nine cents is a lot of money to us.
The only proof I have for this purchase is my bank statement. If you look at the number next to software you notice that both of these are the same.
First purchase.
http://i68.photobucket.com/albums/i35/carn3s/avast2_zps8fb4da9d.png
Second purchase.
http://i68.photobucket.com/albums/i35/carn3s/avast1_zpsa4b7e496.png
Edit: If I ever get a response I will send the same images to them.
I don’t know if it is just a coincidence that I started a topic here over the weekend, but this morning I received an e-mail with my license.
I’m now a happy camper.