I have requested a refund on Secureline a week ago & have not heard anything back from Avast. The program ran incredibly slow & caused my machine to crash frequently.
I purchased it September 23 & requested a refund on October 16, well within the 30 day period given for refunds.
My ticket # is USQ-114-17795.
Can someone here please get back to me regarding this? I think a week to wait for a reply (that I still haven’t received) is a bit long.
Thank you in advance.
As stated, a refund can take two weeks.
Have patience.
Assuming one doesn’t make more then 1 ticket or keep responding too it
If you waited a ‘week’ just to receive an acknowledgement to your support request IMO that is Too Long!
That’s the thing, I haven’t received any acknowledgement whatsoever. Which is why I posted here, as tomorrow will be 30 days and would like to at least receive a “We’re working on it” sort of message.
I did respond to my initial ticket this morning asking what was going on. I hope that doesn’t cause another delay.
Over a week & not a single reply.
Gotta tell you, in my opinion, this is unacceptable customer service. I understand a refund takes time, but an acknowledgement of the request shouldn’t take a week.
Not going to be using Avast any longer, that is for sure.
I’ve sent a notification to the Moderators. Hopefully it will get you a reply.
Thanks, Bob, but still nothing.
Honestly, this is completely ridiculous. Patience is one thing, but, in my opinion, you should not have to wait more than 48 hours for a reply to a request. Any request. Especially when it’s a paid version.
I’ll never do business with Avast again.
I’ve seen a billing number to call, am gonna try that later today.
There is no number to call.
All is handled through the ticket system.
You should have gotten a confirmation mail when you created the ticket.
Hello Joseph22,
I had the same problem on trying to get a confirmation, or reply to my tickets. I put in three tickets about 24hrs apart from each other. Then a couple days went by, I found a place, by accident that offered a 24hr reply ticket. I put that ticket in, with copies of my double billing. After three days, and on the third day, I gathered up my copies of the double billing, and walked down to the bank that issued me the card. I showed them the billings, they then called Avast, and then it got resolved.
Had Avast acknowledged the tickets that they would be working on the refund, and given me an approximate time that this would be taken care of, I wouldn’t have needed to go to the bank. I would have waited the two weeks that Eddy implies that it takes.
The problem with Avast, is that they leave people in the dark, and people tend to panic when in the dark. They need to let the light in, by replying within 24hr, letting them know that they are working on the refund-so people don’t panic.
A word from the old timer here, when it comes to buying software programs, especially utility type, such as: virus protectors, cleaners; defraggers, etc., drive to your nearest bank, in my case, I walked, and purchase your credit card there. That way you won’t have far to go to dispute your billings. I use that card only for on-line utility purchases-that way, I can go to my close-by bank to resolve any issues quickly.
Good luck on your dispute.
Dan
I requested a refund 8 days ago and have not received any response either. At the time I placed this request, I was told it would take 5 (FIVE) business days. I am angry now. It is pathetic they do not have a phone number to speedily and courteously handle refund requests. I think we all should all pay our banks a visit.
Hello Tmplatten.
You will find a toll free phone number on the posting called “Billings.” I don’t remember it now or I would have posted here for you. Just scroll down about two to three pages looking for “Billings.”
I never tried the number, because I never needed to call it. It was given to me by Avast support personal while I was talking to him at the bank for my refund.
Good luck with your dispute.
Dan
Finally received an e-mail & it seems this is being taken care of.
Thanks everyone.
Good to hear. 
I see you submitted request on Oct 16th.
Now being Oct. 30th. that is 2 weeks (10 working days) This seems appropriate however I’m not sure what “is being taken care of” means.
Curious, was this the first response you’ve had since Oct 16th. ?
Yeah i have been waiting for 15 days with no response. Good luck… Avast Worst Customer Support…
You’ve made your point.
I received an e-mail confirming that I requested the refund. Then another e-mail where I had to accept terms of the refund (that the software license would be deactivated and such) and the refund would take up to 10 days.
On a personal note, I think 10 working days for a response is ridiculous. When you submit the ticket, it says someone will get back to you as soon as possible. Nowhere have I seen it stated that it can take up to 10 days. It says up to 10 days for the refund when I finally got a response, but to wait for 11 days to get any kind of reply from someone then up to an additional 10 days for the refund is, in my opinion, unacceptable. You shouldn’t have to have numerous threads on the forum asking about how to go about getting a refund, how long will it take for someone to get back to you, etc. 24 to 48 hours seems to be the norm for just about any retailer response. I’ll not be using avast again in the future, unfortunately.
I would suspect that an significant increase in these type of requests and not enough staff assigned specifically to deal with increased traffic is likely at the root. :-\