After being unable to cancel my ‘subscription’ due to a non-functional machine (relating to avast and a windows service pack), I was charged with a new subscription,
The program is faulty. The machine is up again now due to some rollbacks and manual service pack installs, but has other technical malfunctions making avast useless/not the product paid for, and at first I tried to resolve the problems with technical support but they were unable to help, so I chose instead to cancel the upcoming purchase.
I was told that I needed to submit a ticket online in regards to this, but received no response and the date for the subscription date to start passed, and I was charged.
This was over 3 weeks ago, and despite updating the ticket, numerous calls to the only technical support number available (there is no account/billing number available, even though some technicians have said that there was), promises of escalation, promises that I would be contacted back, I have heard nothing.
I was an avast user for many years, and (as many people do) installed avast on all family machines. I will be ensuring that this does not happen any more, and that no further money will be forthcoming from anyone I know, wherever possible.
I am starting to get the impression that either I have been scammed, or that something has gone seriously wrong with Avast. Regardless I will be contacting VISA in the morning and sorting this out, as obviously something inappropriate is going on either way, and there seems to be no other way to get my money returned than to initiate a chargeback.
This is just a warning to anyone on these forums considering handing over your hard earned, and your billing details, you dont know where it’s going on how it will be used!
Note that every time you update your ticket you are put to the back of the line again.
Submit ticket once and have patience as they will respond, you also haven’t given you ticket number here which is required if you want one of the team members to look into it.
You also have a topic here so please don’t post in numerous topics all over the forum.
So why is there no warning about that? What a bizarre ‘system’. Why have I been told to update my ticket and not informed that this would be a result? What is the point?
I just went to check how long it was between my initial ticket and first update (I believe that it was over a week between that time), but the ticket has been removed!
The complaint ticket (about the process) was responded to, however, and the other ticket rolled in under this one.
Apparently a process has !now! begun to initiate the refund within 2 weeks.
Disappointing how hard it can be to get things done, in what seems like the right, or customer-first way, and how quickly they get done once someone takes their situation out into the open.
There is no way that someone should have to sign up with a website in order to lodge their grievance, request customer service and/or a refund, and then still have to sign up with a forum afterwards in order to voice their concerns and have a shot at actually being responded to.
For shame, avast, I’ll be glad once this is over. I hope it will be soon.
Thank you for responding to me. It is sadly a pleasant change.
And I don’t see a problem with sending messages of support/condolences/potential methods of action to others.
If it wasn’t for their posts I wouldn’t have known to put something here, and I wanted to see how they were going and let them know they aren’t alone. I didn’t go and put my complaint information up there and ask for help in their threads. For example in one (now deleted by moderation?) I asked the poster if they had been contacted, as they had been told they would and had not replied since.
Interesting, and telling, to see that those messages were wiped from the forums.
Posting in numerous topics about the same issue is confusing and if you have an issue one should always open their own topic.
7 to 10 possibly 15 business days is the expected response time to tickets, no different than other major business corporations, glad you got your response anyway as it would have happened whether you posted on the forum or not.
It isn’t confusing. Other people have similar problems, I asked simple questions and/or wished them good luck, for two or three other individuals with recent, open topics.
I opened my own topic after seeing the other similar, recent topics from others. And lucky I did! Over a month through official channels - no response, One thread - instant resolution to my previously ignored tickets!
The ticket says a 24hour response, 15 business days is the expected response time? Who expects that and/or believes it is acceptable, especially when it is the ONLY method of contact.
15 business days (3 weeks or more) with no response AT ALL, is far from acceptable and leaves the user without much hope of a resolution.
Especially when the company says expect it to be much less than that, and that you only have 20 business days (30 actual days) to have your refund lodged.
It will still be, apparently, 10 business days from the acceptance of the refund and beginning of processing to have the refund process finalised. It is a while but at least more understandable than such a lengthy delay for even being acknowledged.
Nothing moves fast for avast except for the removal of potentially inconvenient posts, it seems.
For those of you playing at home, if you have an issue: Make it public or you may be jumping through hoops forever. But bad press from here is sorted right quick! :-X
If you’re not in a contract with Avast yet, tread carefully
I’m off to bed now that I don’t have to keep remaining awake at the convenience of Avast US business hours, as requested. 8)
Have a nice day CraigB
Why is this issue with billing still going on??? I was billed twice and have tried to get through to somebody and you’re right you can’t speak to a person and I was told I was be notified within 24hours of submitting the ticket and I still, 3 days later, have not heard from anyone. I tried talking with someone in tech support and they actually hung up on me. I just wanted a phone number to speak with somebody. So not happy and want this service refunded (twice) and get it off my computers. I have always used this and like the product but the customer service is horrible.
If you submitted a support ticket and it’s only been 3 days, Please give the process time to work.
Post your ticket # here and possibly an Avast Team member will assist.
Ticket # JNB-173-24780 today and on 1/21 #WGG-362-87993. I am so disgusted with Avast mainly because you can’t talk with someone with billing issues. The guy I did call even hung up on me.
Please have some patience. Tickets are answered in the order in which they were received.
This could take up to two weeks. When you are a company and have over 200 million users
things take time. You are not the only ticket in the funnel. It’s first in…first out.
Yes unfortunately, the response in this process is much slower ‘then it should be’ and no one should be hanging up on you.
It is frustrating however do not submit another ticket.
Could take up to 2 weeks??? I was billed twice and potentially could have made a huge financial cascade. Do you have any idea how much money an over draft can cost a person??? A company of this size with this many complaints needs to have some way for it’s customers to speak to someone, preferably someone who speaks understandable English. By looking at these forum post obviously I am not the only one who is having issues with this company.
Tonnia, I’m sorry about the delay. I’d like to see the response times at max. hours, however we are at worse numbers now. We are trying to do as much as possible to get it back to more reasonable times. Don’t call our phone support they are able to deal only with technical issues so far.
My card was charged twice and I have submitted a ticket and have heard nothing yet can you please look into it? Should I just have my bank take care of it instead?
I would agree that waiting more than a week to have billing issues resolved is too long. In light of the statement by Avast that an issue submitted thru their site will be responded to in 48 hours, and it is not, is more than disappointing. If you need more time as a company. please be upfront and I would be willing. What would be nice if I knew they had my “ticket” received so I felt something was happening. If my issue cannot be resolved soon, I will simply cancel my account entirely, which is frustrating as Avast came recommended by LifeHacker and others. Not having an easier way to contact a business to talk, actually talk with someone may be old fashioned, but may cost Avast this customer’s business.
You are getting (almost instantly) a automated confirmation after submitting a ticket.
So, yes they do respond within 48 hours.
The ticket system is working rather nicely.
The main problem is that many people have no patience and submitting multiple tickets about the same issue they have.
That is cluttering the system and make everyone to have to wait longer.
Why is this issue with billing still going on??? I was billed twice and have tried to get through to somebody and you’re right you can’t speak to a person and I was told I was be notified within 24hours of submitting the ticket and I still, 3 days later, have not heard from anyone. I tried talking with someone in tech support and they actually hung up on me. I just wanted a phone number to speak with somebody. So not happy and want this service refunded (twice) and get it off my computers. I have always used this and like the product but the customer service is horrible.