Test of English-Language Telephone Support Services for Windows Consumer Security Software 2016
PDF
http://www.av-comparatives.org/wp-content/uploads/2016/04/avc_english_supp_2016_en.pdf
http://www.av-comparatives.org/support-test/
This type of behavior has been reported over and over and over again. How many people are getting screwed without knowing the difference? This needs to change.
interesting test, proves that ‘selling’ support policy leads to hell and damage to reputation …
Not a interesting test at all as they have conducted a real lousy test.
https://forum.avast.com/index.php?topic=185528.msg1308146#msg1308146
as quick test it’s good enough …
and it’s highly like that thorough test would end even more badly for Avast!
End users Google avast! tech support phone numbers ALL the time, and almost always end up with one of these 3rd party firms. Then they bring us there computers to undo the damage, cancel the credit card, and deny the charges. I think a lot of them are making calls when they are slow, and are not getting calls from their Google marketing campaign!
Brian Krebs did this the first time, testing these guys. he asked “How do I know avast! is working” His answer, after they showed him all the registry errors was “You are infected” This was a fresh load of Windows on his MAC prior to the call.
as quick test it's good enough ...No it is not even near good enough or decent. Let's say I call you and you are sitting on the toilet. You don't pick up the phone within two minutes. Does that mean you always need more than two minutes to pick up the phone? Come on... :(
And yes, the current third party that avast is using should also go down the drain just like IYogi.
If I look at the amount of complaints when avast still was using IYogi and before Moroni started handling things and how it is now…
Things sure have been improved a lot.
And yes, there is still (a lot?) of room for improvement.
e.g.
The ticket system.
Response times where reduced quit a lot, but then came the holidays (Christmas etc.)
And guess what, the response time increased a lot.
The reason…
The internet is (as they say) 24/7 and avast didn’t realized that sadly enough.
So, many people that are handling the tickets where free, leaving the ones that weren’t with more tickets that they could handle.
Call it a lousy test, but it just confirms what EVERYONE has been saying it’s wrong with avast! support. And what people are CONSTANTLY complaining about here and you people are sweeping it under the rug. Some at least. Why? All this 3rd party “support” is pushing is this phony “premium” support. It’s undesired and not productive at all. And it just hurts avast! reputation.