no reply to tickets raised

General Topics
1

Hi All
how long does it take avast to respond to tickets that have been raised,
i raised a ticked 2 days ago & it is still showing as being processed,
Please advise or can an avast admin help

2

Post your ticket-ID.

3

Depending on the subject and how busy it is, it normally takes 1-3 business days.

4

Hi evelynb2365,

Sorry about that :frowning: I will assign somebody to take care of your ticket asap.

For the records, our response time at the moment is 5 days (holidays season :'()

5

I am being charged or three AVAST products that I do not use,
I have tried speaking to someone on the phone who said she would sort it but nothing happened, then I called America and was told to raise a ticket with all the info of the 3 order Nos which I did but again nothing has happened and the ticket just says still processing and has done for over 2 days
I am very disappointed & upset with this lack of service…
an help would be most grateful as I am at my wits end…

Order #s are: Order ID:22773350 - Order ID:12725021162 - Order ID:13817985000

Ticket id #495324 & Ticket id #498488

6

Hi again evelynb2365,

We replied to your ticket(s) two hours ago :slight_smile:

7

As info:
It doesn’t matter if you use avast or not.
You pay for the subscription.
If you don’t end the subscription, you keep paying for it.

Just like with magazines.
You take a subscription and have to pay for it.
It doesn’t matter if you read the magazine or not.

8

I had been trying for over 3 months to get the subscriptions stopped…and for your information my magazine subscription company contact me every year to check I want to continue & never take my money without asking first, unlike avast
The first person I spoke to on the phone last week took control of my computer and told me as I had avast on my system I could not cancel,
I took my laptop to a computer technician and he did a registry scan and found NO avast software on my Laptop, this cost me £50 and I was annoyed about it so I started trying to find a way of cancelling the 3 accounts…it was a very hard process as I do not have a computer degree and it seems they have made the process as hard as possible to cancel
without the help today I believe I would be NO further on…
Thanks to Moroni for sorting it for me, I am most grateful,
EDDY, your comment does not help…you mite be computer savvy but I am not…

9
never take my money without asking first, unlike avast
You are wrong. avast doesn't do that. You have chosen for the auto-renewal yourself. avast sends you 3 mails before the auto-renewal takes place, giving you enough time to stop it if you don't want the auto-renewal to take place.
The first person I spoke to on the phone last week took control of my computer and told me as I had avast on my system I could not cancel
That person was wrong. You can enable/disable the auto-renewal any time you like.
I took my laptop to a computer technician and he did a registry scan and found NO avast software on my Laptop, this cost me £50
As I said, it doesn't matter if you use avast/have it installed or not. 50 GBP just to check if something is installed or not ? It is a 10 minute job ! - Connect the system to monitor, keyboard. mouse. - Start regedit and search for avast. That is all. What does that tech want to do? Go on holiday 11 months a year ? I never would go back there.
it was a very hard process as I do not have a computer degree and it seems they have made the process as hard as possible to cancel
It is not hard at all. https://www.avast.com/faq.php?article=AVKB126 You also could have submitted a ticket and asked avast to cancel it for you. https://support.avast.com
EDDY, your comment does not help....you mite be computer savvy but I am not...
You don't have to be a computer expert. It is just a matter of reading and following instructions step-by-step.

Yes, Moroni is really doing a good job.
I (and many others) are really glad he is now leading the support department.