Terrible Customer Service From Avast
Having trialled Avast Antivirus I decided to purchase the Avast Internet Security license for 3 computers for 2 years cover. The advertised price for my country was NZ$104.99 which I paid.
Instead of the expected license key, I received an email acknowledging my payment but asking for a further $NZ42.37 - there was no explanation as to why they were asking for almost 25% more money. I checked the link to my invoice and it showed the full price as 104.99NZD - there was no mention of an extra charge of 42.37NZD.
I entered a support ticket asking what the extra charge was for, asked for my license key and submitted it on 15 November 2014 at 09:10.
I left it a couple of days to allow for the fact that I had made my purchase at the weekend plus time differences. I also had difficulties logging in to check my ticket status but that error was my own and I resolved it. When I submitted the ticket, the website said that I should get a response within 24 hours.
I checked back on 18-11-2014 (almost 96 hours later).
No response (apart from the automated reply), nothing. Zilch.
I made a second submission on my ticket on 18-11-2014 at 06:08 in an attempt to get a reply.
24 hours later there is still nothing.
To summarise … I paid for a product, (yes, the money is gone from my account), I haven’t been supplied with the product, Avast has asked for more money with no explanation, I have asked for information and have been totally ignored.
If I had bought something from a “dubious” site, I would use tags like fraud, extortion or straight out theft. What do you call it when it happens on the Avast site?
Order Number 10645312660
Ticket ID SOC-606-87073
