I have been trying to obtain a refund from Avast since the end of August. I asked for my automatic renewal to be prevented as I couldn’t find a way of doing it myself but I had no reply to the ticket despite sending it 5 working days before the renewal date. So I was charged for September and I am now trying to obtain a refund for this amount. After speaking to an agent on the phone numerous times I was told there would be no issue in receiving this refund and that I should just await it. Weeks went by and nothing happened so I rang again and was told my ticket was being handed to the agent’s Superior and that it would be the next thing that gets dealt with that day. A week later and I still have heard nothing!
You can also try using the on-line contact form, http://www.avast.com/contact-form.php?loadStyles for: * Sales inquiries; (refund, etc.) issues.
If you can post the Support Ticket ID number, in your post.
I will try and draw some attention to this topic.
Note: I’m not sure what phone number you used - if the free support number, then you got through to a company that handles third party support (not avast!) and they would be unable to help directly.
Thanks for the info! I will fill out the contact form and see what happens. Yeah they didn’t seem to want to help me when I rang, it was more of a last resort as they weren’t replying to my tickets!
Hello ew7011. Another faster way for you to handle this is by filing a support ticket via here https://support.avast.com/Tickets/Submit
If I have any issues with avast i.e. report bugs, errors, or etc I either come to this forum or fill out a ticket via Avast Support and if I file a ticket to avast support I normally get replies back from them within couple of days (3-5 days).
The OP mentions having sent a ticket - “but I had no reply to the ticket” - I can only assume that meant the avast support ticket system and why I asked for the ticket ID number…
I read way to many of these refund requests being ignored by Avast. If I were the OP I would contact my credit card company and have them issue a chargeback. I would also change my CC number so Avast can not charge it again. If Avast gets enough of these chargebacks they might start paying attention.
The problem isn’t “ignoring the ticket” the problem in most cases is not being patient enough and repeating the request which starts the process all over again.
Patience is a virtue which most people no longer have.
Though I agree with your statement about patience being something people no longer have, in regards to avast and responsiveness there have been tons of people on here that have waited and waited with no response such as the OP and hence the reason they set up another ticket. In the case of the OP he says he waited weeks so I do not believe patience is the problem. Avast and other companies like them that are quick to take your money, but slow to return it do nothing except give themselves a bad name by aggravating people that are being patient. Assumingly, as I have never had a virus while using avast, I can say they appear to have a solid product (comparative results aside). However, in regards to their billing, customer service and tech support they SUCK!
My experiences over the years regardless of Software Company, is that support tickets for technical support are treated differently then support tickets for “refunds”.
Typically I’ve found technical tickets response time quicker by far and have waited 4 weeks plus a few days for a refund. :-
I’m not saying this is the way Avast handles tickets, Just an added perspective that patience is the Key.
Forgot to submit the ticket ID: #GTW-776-11821
Yes the reason for a new ticket being sent was to update them that I had now been charged without consent and I had no reply for weeks. I understand this would have sent my ticket back in the queue but I wanted to make Avast aware that the situation now involved a refund. Not surprisingly they are reluctant to reply to this request but I will not give in!
Finally got my refund today! Thanks for your help in securing this!
Thanks for letting us know that your patience was rewarded. 