ridiculous customer support ticket time

On the 28th of February I created a ticket about the pricing of Avast.
I found out when I recently purchased a license as renewal, that for new users the very same license was cheaper.

I send a ticket on the 28th, when I didn’t had a response I created another ticket on the 15th of march.
Not it’s 29th of march and now I get an automated reply that has nothing to do with my original ticket.

I though the ticket system was broken when I didn’t receive an answer in a week, I tried calling them using skype but that doesn’t work either.
Although my ticket isn’t that critical ,the fact that paying customers have to wait a month before there ticket is even replied to with an automated copy-paste that isn’t even related makes me very furious.

I am posting here to let other users know that when you file a ticket with Avast be aware that you will receive no timely response, which is a really big mistake for system critical tickets.
When I used avast in the past I always got a reply within 48 hours, I don’t know whats going on with Avast but I am thinking about taking a different anti-virus software next year.

What is the ticket ID number and I will try to attract some attention to it ?

Whatever you do from now - don’t submit multiple tickets this can actually slow the process as the tickets are dealt with in a first in first out basis. So for now don’t update or submit further tickets - refunds can take up to ten working days to be handled.

Thanks for the reply.

The ticket number is: # NQN-995-30427
It’s not a refund request.
The reason I created a second ticket is because it didn’t get answered after 2 weeks, I don’t think 2 weeks is a normal response time so I figured there was something wrong with the ticket system.

I will keep responding to this thread about the result of the ticket though ,really curious how Avast will respond.

I have now tried to attract some attention to the topic and your query.

Yes, frankly any reasonable person would, given most response time with Internet interaction is typically 24-48 hrs!
As for the bogging down of the Process due to repeated duplicate tickets, Avast it’s Unreasonable to think a person wouldn’t back track their steps and check to see why no response after 2 weeks!?? ???

A response has come back, quoted below.

This ticket was already responded first on 29 March and then on 30 March, through our ticketing system. Regards.

@ Selvator
Have you checked your Support Ticket to see what the response was ?

Thanks for the responses and help. :slight_smile:

I did indeed receive a reply.
Avast has solved this very well, they gave me an extra discount for my license.
so the matter is resolved, I hope in the future Avast will be a bit faster with there responses though :wink:

You’re welcome.