Used Avast for many years, however, got a pop up “offer” which i assumed was direct from avast so trusted, guess what…one click and i was in a recurring deal set up by Clearbridge (google them), no info, no idea nor warning of the recurring “deal” or who i was actually dealing with and Bam!!..they got me. so I almost instantly on realizing i had been tricked requested a refund and cancel with a support ticket, i made it very clearly i was not happy and wanted to cancel, (within their cancellation policy) To my disgust I had a response from Avast, basically ignoring my request.I have again requested a refund with now NO response. I tried to post the response for you all to see, but didn’t work.
So…finally Avast…a product to save you from being scammed, its guess what…hiring “partners” which scam you… , it`s not just me either, google it and you will see Avast is on a bad path.
I will keep, posting my customer “experience” until this is resolved. don`t click any buttons from Avast, as you may fine its just the “scam partners” your dealing with.
My idea too is that is was/is Cleverbridge.
That company is just one of the payment processing companies that avast is using.
Without knowing more details (e.g. what offer, what product etc) there is basically nothing for us to tell about it.
Please do as Rednose asked and post the ticket ID’s here.
I am a bit surprised by your message, as you mention that one click and i was in a recurring deal set up by Clearbridge. We’ve been working hard to make the purchase process as simple as possible, however we haven’t yet managed to reduce the whole procedure to one click. As far as I am aware, it is needed to enter your billing details, payment method, confirm that you agree with the terms of purchase and so on. Would you be able to help me reproduce how you got into the deal skipping those steps?
Regarding your ticket, I agree that the response was not the best based on your original message, but I don’t think that Carlos chose to ignore your request, he simply tried to clarify what seemed to be a confusion on your side (that Cleverbridge was fraudulently acting like Avast). As you made clear your position in the second response, Carlos will be processing your refund tomorrow Monday.
And last but not least, it seems to me that you had a past bad experience with Cleverbridge. I am sorry about that and wish I could do anything but I understand your frustration to learn that we use their platform to process the orders as well. As Carlos mentioned in the ticket, we (Avast Software) do not have a proprietary sales platform and thus we partner with three main distributors around the globe (DigitalRiver, Nexway and Cleverbridge). I will be glad to put you in touch with a different distributor if you still desire to take advantage of an upgrade, or you can also find a local reseller in your area https://www.avast.com/locate-dealer
Thank you for your responses, as soon as i realized about the recurring payment thing, i went onto my account…could not cancel, with no option found after an hour of looking and trying, there was no apparent (not that i could find) way of canceling. Your right their is no reference to Clever bridge that i could find, only Digital river or Nexway?
Its crazy…if i had a an easy clear option or information to cancel the recurring payment option “auto renewal”, i would have srorted it and moved on…simple…there was not.
I am a bit surprised by your message, as you mention that one click and i was in a recurring deal set up by Clearbridge. We’ve been working hard to make the purchase process as simple as possible, however we haven’t yet managed to reduce the whole procedure to one click. As far as I am aware, it is needed to enter your billing details, payment method, confirm that you agree with the terms of purchase and so on. Would you be able to help me reproduce how you got into the deal skipping those steps?
Regarding your ticket, I agree that the response was not the best based on your original message, but I don’t think that Carlos chose to ignore your request, he simply tried to clarify what seemed to be a confusion on your side (that Cleverbridge was fraudulently acting like Avast). As you made clear your position in the second response, Carlos will be processing your refund tomorrow Monday.
And last but not least, it seems to me that you had a past bad experience with Cleverbridge. I am sorry about that and wish I could do anything but I understand your frustration to learn that we use their platform to process the orders as well. As Carlos mentioned in the ticket, we (Avast Software) do not have a proprietary sales platform and thus we partner with three main distributors around the globe (DigitalRiver, Nexway and Cleverbridge). I will be glad to put you in touch with a different distributor if you still desire to take advantage of an upgrade, or you can also find a local reseller in your area https://www.avast.com/locate-dealer
Thankyou for your response, however just to clear this up…i have had no “previous dealings” with Clever bridge…just the dealing I experienced with Avast. Secondly I received a pop up with an “offer price” which seamed ok on the face of it…but…there was no clear mention of Cleverbridge nor T&C`s of the deal was subject to some automatic “recurring payment” plan…, you may have them drilled deep in the small print of your “terms of purchase”, which i didn’t see. A plan with no published manual cancel or auto cancel information or process. if i could find info on it i would have…as Asyn has mentioned…no reference to the Cleverbridge in support, or how to cancel auto renewal set up though cleavebridge?..why is this???
I look forward to receiving my refund…i should not have had to spend so much time to get this sorted out.
Unfortunately, Cleverbridge does not have yet a portal like DigitalRiver or Nexway for Avast customers to manage their subscriptions, although it is possible to cancel the automatic renewal from the Avast account.
I will push to get the Cleverbridge mentioned in the FAQ asap.
Hi again cj2112,
My apologies for the confusion and if the cart didn’t have enough or clear information about the distributor or T&C. I will check the purchase flow provided by Cleverbridge to ensure that all the information is correctly displayed.
I’d gladly process your refund right now, but I am at home and do not have access to the tools to do that from here
I’ll make sure that it is processed tomorrow.
I recently heard from Cleverbridge too offering to extend my Avast Premier for an extra few of months for a fee of £4.99. I also hadn’t been informed when I paid for this offer that it was on automatic renewal. I have since written to them asking them to remove the auto renew on the extension and have just received a reply back from them and in their own words, this was my response.
“Please note that a cancelation stops future renewal charges, but does not result in a refund of your order”.
So now I no longer have any extended product but am also £4.99 worse off.
To say I am disgusted by this would be an understatement. It is chicken feed to some I know, but I do not like throwing money away and it will certainly make me more aware of who I am dealing with in the future.
Comments from Avast staff regarding this matter would be appreciated.
You understand it wrong.
They say that with the disabling, auto-renewal will not take place anymore (unless you enable it again ofcourse).
They also say that disabling the auto-renewal is not the same as asking for a refund.
You current license will stay valid for the period you have paid for.
Not sure I am following you Eddy. Surely if I reactivate the licencse from Cleverbridge I will also reactivate the automatic renewal again which is what I do not want or ever wanted in the first place.
This is the answer from Avast and should be the only thing that guides you: https://forum.avast.com/index.php?topic=190958.msg1338794#msg1338794
If that didn’t answer your question or, you have additional ones, address them directly at moroni. He is the only one
in this thread that represents and works for Avast.
That’s not correct. Using a license is not related to the automatic renewal settings
May I ask what makes you believe so? I am a bit confused as I don’t know the exact content of the email you received, and if there is something else that could contribute to the misunderstanding. If so, please let me know and we will fix it and/or change it to make it clearer
