I was indeed Customer Relations Specialist though recently promoted to Third Party Support Manager (I will get the title in my signature block changed today! :wink: )

Moving on with the situation here, I think we have 2 clear issues here and I don’t want them to be confused.

First, we use Element5 for our online shop provision, and though I realise that this is perhaps not made as clear as it could be during the purchase pages, we are making some behind the scenes changes to the platform we run with them soon, and this should allow us more flexibility in our messaging (for example in the confirmation emails). Therefore withing weeks there should be some more clarity there.

Secondly, we use iYogi for our telephone support provision. They handle many thousands of calls per week with exceptional results, however we are aware that there are, on occasion, a few things which could have been approached better by them or explained in more detail to customers for example. To this extent, I posted my direct email address on the forum a few days ago, as did Ravi Neb from iYogi so that Avast users can immediately feedback to us should they have any comments/worries/concerns. I would personally like to assure all Avast users who read this that any complaint to avast, regarding any aspect of our business is treated with the utmost seriousness.

I hope this gives a bit more of an insight into the way we work and explains a little more about what is happening behind the scenes.

Best regards,
Adam