I want to alert other potential customers-- Beware before you give your money to Avast for any product!
I have been satisfied with their free software for years, so no fault there. However, I recently decided to try GrimeFighter. I only found out after I paid for it, that it does not run on Bootcamp. So I immediately requested a refund.
After several calls to tech support and filing more than one “ticket,” I have come to realize their customer service is completely unresponsive. They say they will contact you, but they don’t. Or at least don’t count on it. And refund? Forget it! I have had to escalator the matter with my credit card company.
Perhaps Avast figures that because they offer a free service that gives them license to act any way they want with money you do pay. And it’s not even that much money. But no one should pay for a product they can’t use. That’s just unethical!
Submitting more than 1 ticket will not speed up anything. In fact it will do the oppsite since tech’s will have to track several tickets for the exactly same case.
The first reply shows me how to submit a ticket. Which I obviously already know. Or perhaps the person didn’t bother to read my post.
The second reply tells me not to submit multiple tickets for the same issue. Well, why did I do that? I did it on the insistence of the tech support person I spoke with, who told me that Customer Service tends to ignore tickets and who said the best strategy is to basically bombard them with tickets so maybe they pay attention to one of them.
So obviously no one knows how to get issues like a refund resolved in a timely manner.
I’m all the more glad I wrote this post. And I hope it saves some other unsuspecting customers!!
Well i don’t know who said you that from tech support, but i know that tech support works in FIFO order and bombarding them with tickets won’t do anything but slow everything down even more. Official word from avast! team member (can’t remember who was exactly).
Well, RejZoR, maybe your confusion is that you are talking about TECH support and I am talking about CUSTOMER SERVICE.
All the tech support people I spoke to were very clear that they could not handle customer service issues (such as refunds). So they told me to fill out a ticket that would not be handled by tech dept, but by customer service.
Well, ASYN, thanks for tracking that down.
So far, my refund situation is on track to become worse than what that techie called their “worse case scenario”.
My guess is this happens to way more people out there. Most aren’t interested in taking the time to let others know about it…
I had actually seen these threads before (after I realized I wasn’t easily getting a refund).
I also found some independent site where people had rated Avast customer service, and they got a rating of just 1 out of possible 10, with more than 200 responses.
I am under no illusion that this will help me get a refund. But hopefully it is helpful to get the word out so people realize that they are likely in for a bad customer service experience.
I see it as a very concerning situation for Avast over the last year or more with increased traffic and hasn’t seemed to be getting any better/more responsive.
At least Confirmations that Request will be processed would go a long way.
There are complaints about avast customer service allllllll over the internet… one page has a digital scoreboard and the score is 201 negative comments, 3 positive lol… I think they lose.
There are BBB complaints going on for years and there are plenty of complaints on this forum as well.
The problem is that most people don’t go looking for complaints or posting them until after they’ve been screwed over so no one sees them until they are too late.
Bottom line though it really doesn’t give people an easy feeling when someone you depend on to protect you is screwing you
Not exactly a shocker. When things work fine, people aren’t bothered with them and thus people rarely write compliments. But if something negative happens, they’ll write about it like there is no tomorrow. I see this every day at work where i also deal with customers…