26 days ago, I created a ticket on support.avast.com (133178) requesting pre-sales pre-renewal support.
16 days ago, after receiving no response from the prior ticket, I created follow-up ticket 150090.
Both tickets are in “Being Processed” status.
I woke up this morning to receive notification that my auto-renewal had happened, and I didn’t want it to happen at those terms - 5 PCs for 1 Year. I wanted to have 1, 2 or 3 PCs for multiple years, at the same or lower cost.
I spoke with SEVEN different people on the phone this morning, from different groups within and external to Avast (Digital River). The only thing that Digital River can do is request a refund approval through Avast, and once Avast approves that refund, it can take “5-7 business days” to see that. For this refund, Digital River had me create a THIRD ticket (175221) to request the refund.
Digital River can’t tell me any specifics on where they charged (except to say “Paypal Express”) the funds, and I don’t see any charge anywhere, but I have so many accounts, I’m just not sure if this is coming out of a bank account, a Paypal line of credit, or a credit card.
Avast won’t even talk to me, or apparently these days, have the facilities to talk to me on the phone. The used to. I used to be able to call and speak with a customer service/sales support person, and get issues resolved. Now, I create a ticket, and wait, what, three weeks? Is three weeks a reasonable amount of time to wait for a response?
Anyway, what is the best way to contact Avast to get a response? I’ve spent so much time trying to deal with this situation - and I didn’t wait until the last moment, please be understanding. I created a ticket over 30 days before my expiration date (next week), and did not expect to be charged the renewal today.
This has been a very bad experience for me and I’ve had a few friends tell me they’ve had similar issues.
Am I going about this the wrong way? Is there a better channel than support.avast.com to handle these issues? Has Avast Support gone downhill? When I’m talking with my dozens of co-workers, family members, friends, and clients that I’m recommending Avast to, am I going to have to start recommending another, more responsive company? I hope not…
