Subscription Problems

Hello all, I am posting this here in complete desperation. I have been in touch with tec support in one guise or another for the last two weeks approximately. As you can see from the title Avast keeps telling me my subscription is about to expire. This despite me buying an upgrade to Premier in November last year. This is my support ticket to Avast tech thus far and still waiting for the issue to be resolved:


I have already reported this but maybe to the wrong department so I am re submitting this to tech, I enclose my previous details:

Posted 2nd Feb

I took advantage of a product upgrade in November 2013, however every time I update my Premier programme. My license tells me I only have 36 days remaining. Some how it keeps finding my old license !!!
I have used your Avastclear programme in safe mode to no avail. On running regedit the registry is still scattered with Avast entries. I have manually removed all the entries I can find but still Avast keeps using the wrong license !

I am enclosing the license so you can check. I have opened the license to check it using notepad and it is showing a license expiry of Nov,29 2014 ! Will you please help get this issue sorted.

On a related note your Skype service does not work, I tried both calling and messaging !!!

Thanks in advance.


Your reply and my subsequent, reply back, the problem having not been solved;


I have saved and double clicked the license you sent. Avast is still telling me I have only 32 days remaining !!! Something is very wrong. No matter if I install my original copy and then update through the software or download the latest file. The subscription is always wrong !!!

I have uninstalled 3 times now using your uninstaller in safe mode, however there must still be remnants in the registry that is throwing the subscription file. Please help me remedy this as I have no intention of buying another subscription if this keeps happening.

Regards.

From: avast! support [mailto:helpdesk@avast.com]
Sent: 05 February 2014 16:29
To:
Subject: [#RDP-649-42593]: Subscription problems

Hello,

I send your license file as an attachment. Please save it on your computer and double click on it.

Regards,

Luca Grilli


I am now receiving email warning me license is about to expire !!! Avast is also telling me I only have 31 days left as of this moment !!!

I am once again sending my original license and the one sent by you, to try fix this problem, for your examination. As you can see it should not expire until November 2014. Please remedy this problem as soon as possible.

Regards.

This is intolerable. I have only 26 days left on my license according to A/P, (complete nonsence), and still no answer from tech in four days!!!

I hope someone from Avast will read this and escalate the ticket, and resolve this. I have been an Avast user for over five years, this could well be my last year as a loyal user.

fubat

I have reported your issue to the moderators so hopefully the matter gets dealt with promptly.

Thanks very much craig, that’s more than I’ve heard from official sources. Good to know there is someone out there 8)

Best regards.

fubat

Your welcome :slight_smile: you might have to be patient as none of the Mod’s involved in this area are on the forum as of yet that I’ve noticed.

Patience ?? Well I have 26 days worth, then alas I pull the plug. This has to include solvency time you understand :wink:

fubat.

Have you downloaded your License.avastlic file to your desktop ???
Have you tried running that file (Double click the file) once downloading it to your desktop ??
There may be some help in the following video:
http://www.youtube.com/watch?v=lMbJXy2lXQ4
I created this when I upgraded one of my computers to avast! Premier but some of the steps also apply to you.

Have you read his/her post Bob? he’s/she’s pretty much tried everything which is why I reported it and forwarded the issue to chocholo since he was the only mod to appear last night, and also recently sent a notice to igor.

Hello! I’ll let somebody to look at this ASAP.

Thanks Michal. Bob as Craig pointed out I have exhausted every method of installing the license. As I stated previously, it’s not that the license doesn’t install. The problem is Avast reads the expiry date incorrectly.

5.15 pm here and still no contact, email or otherwise :frowning:

fubat

fubat your problem has now been picked up by the avast team so rest assured they will be looking into it :slight_smile:

Am facing a similar issue here. I purchased avast Internet Security on Aug 2, 2013 with validity of 1 year and have since received notification that my licence has expired this month. I opened ticket (Ticket ID: TIK-416-26536) on 11 February and up to now no one from Avast has contacted me to explain what’s happening.

UPDATE

Today I recieved an email from Luca Grilli. This is that email…

the upgrade was for the remaining period of validity of your former license. So, basically, you purchased a license for 4 months, valid till Mar/09/2014

Regards,

Luca Grilli

Ticket Details


Ticket ID: RDP-649-42593
Department: Consumer Sales
Type: Communication
Status: On Hold
Priority: Urgent

Support Center: https://support.avast.com/index.php?

This is total nonence, when I open the license in Notepad, oh yes folks you can do this. This is what I get …

License creation date: Nov 29, 2013

censored

License expiry date:

ValidThru=0

Update license expiry date: Nov 29, 2014

Now to me and every sane person in the world, that last line tells me my license should be indate until November 2014. As far as I am concerned this issue is far from being resolved. I am still waiting for a satisfactory explanation.

I might ad this is still being dealt with by consumer sales… Still nothing from tech support !!!

Avast is now telling me I have 24 days left on my license, you guys best get your act together or you’ll loose this customer for good.

fubat

Bump

could you provide me your Support package please? Feel free to attach it to the ticket…

thank you
Lukas

fubat, could you please
1, check that the license that you are inserting into avast is really the one that you’ve received by email. Luca send it to you in reply to your ticket too.
2, send me the license that you are inserting into avast (by email please - hasik at avast)

thank you
Lukas.

Hi lukas.

Email sent, looking forward to getting this straightened out.

fubat

Well surprise, surprise. After emailing Lukas with my license, and being promised by him to have a reply by yesterday. I have heard absolutely nothing!! Avast support is non existent and it has cost them a long standing customer. I am completely disgusted with the whole shambolic episode!

fubat