Misleading renewal information

system · 2013-12-31T00:49:43.000Z

I recently received an email informing me that my subscription had only one month to expiry and that I should consider renewing. The email was pushing two courses of action. Firstly it suggested I consider upgrading from Internet Security to Premier. Not really sure it was worth the extra but I decided I would give it a try. Secondly, it suggested to renew early to save any delays. I also decided to do this. The email stated that, by renewing early there would be no penalties and that:

NOTE: You won’t lose a day of protection by renewing early (to prevent a lapse in protection). We will just add another year to your current expiration date.

When I did the renewal I found my expiry date was calculated on the upgrade date not on the expiry of the old subscription. I am assuming that was because I upgraded from Internet Security to Premier. They probably treat it as a new subscription. I lost almost a month on my subscription. The email didn’t mention that you couldn’t do both and upgrade and an early renewal. I should have waited until just before the expiry before attempting to do the upgrade or renewed early and not done the upgrade. I believe the email was very misleading.

Has anyone else experienced this?

I did send in a support ticket but received no reply. I am assuming Avast isn’t interested.

Mac · 2013-12-31T01:15:06.000Z

For resellers, any new license is created with a subscription starting from the date of purchase. We have a separate procedure to make sure renewals don’t loose time like this.
To my knowledge what likely happened here is you got a new account (new license not a renewal) as is often the case when buying from the website or the program.

Open your old license in Notepad and look for your customer number, and compare it to the customer number shown in avast for your new license. Give these to the Avast sales team (sales @ avast.com) and they can likely fix the error for you

jarda_v · 2014-01-02T16:02:03.000Z

Hi rjd, the renewal process (including upgrade) is supposed to work just like you outlined, i.e. the days left of your old license should be added to the new one. Apparently an error occurred during the automatic process. Sorry for that, we’ll investigate it and fix the problem asap.

Meanwhile please drop us a ticket at https://support.avast.com/ or send an email to support@avast.com with the details suggested by .: Mac :. We’ll prolong your new license individually.

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