Initial Business Response /* (1000, 7, 2015/02/12) */
We already contacted customer about his another charge.
Auto-Renewal was not charged as our agent explained to him.
He placed another order in the specified amount of $42 however his email had a typo so he never received...
confirmation email.
We resent confirmation email back to customer together with a help how to install our product.
Initial Consumer Rebuttal /* (2000, 10, 2015/02/24) */
2-18-15
Sent via email:
They decided to refund the money, thank you guys!........its finally settled:)
Unfortunately, we did not receive any refund request from this customer in our support portal.
Customer's subscription was renewed because her previous order had Auto-Renewal option active.Our distributor informed her about this renewal in the renewal notification emails (30 & 15 days) before...
the renewal. These emails informs about upcoming renewal event together with a description how to cancel this renewal feature.
Her order was refunded as she requested.
Initial Business Response /* (1000, 5, 2015/03/05) */
Unfortunately, we did not receive any request form this customer in to our support portal.
Customer was renewed because his order had Auto-Renewal option active.
He signed for our Avast Internet Security Trial which has 60 days of...
trial for free.
Customer had a 60 days to cancel AR if he was not satisfied with it.
We contacted customer via our support portal to clarify this situation.
We are currently awaiting his reply.
Initial Consumer Rebuttal /* (2000, 10, 2015/03/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was unfortunate that I had to get the Revdex.com involved so that AVAST would even acknowledge me.
Ill never do business with, or recommend them to anyone.
Initial Business Response /* (1000, 5, 2016/01/28) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund from the...
company, but would only ask that they review their communication with users to make the process clearer. There is still the issue of going to the credit card company to receive a credit card number, bypassing [redacted] customer. This may be legal, but I would argue that it's a poor business practice because it erodes trust - something crucial for a software security company.
Initial Business Response /* (1000, 5, 2014/07/10) */
Dear Mr. [redacted],
We sent you an email with the instruction how pro install your avast! Premier in a few easy steps.
We also refunded both TTS services as you requested. We have now notified our online shop of the refund and they...
will arrange this transaction and notify you in due course.
Please note that the refund process can take up to a maximum of 15 business days.
Final Business Response /* (1000, 14, 2014/07/18) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon.
We do apologize for the inconvenience this may have caused.
Kind Regards
Initial Business Response /* (1000, 13, 2015/04/16) */
Customer contacted us via our support portal.
Refund was processed as customer requested in our support portal.
Initial Consumer Rebuttal /* (2000, 16, 2015/04/27) */
4-25-15
Sent via email:
sorry about the delay. my computer has...
been in the repair shop for a week. all fixed I hope. Yes, avast did refund the money they charged me for security they could not provide.thanks for your attention to my problem.
Initial Business Response /* (1000, 5, 2015/05/28) */
We escalated this phone support interaction to investigate which agent provided misleading information to customer.
We refunded customer as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/29) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
They were fair enough to reimburse me for the one time fix charge.
Initial Business Response /* (1000, 5, 2015/09/18) */
Unfortunately, we did not find any order associated with this customer's credentials.
We contacted him with our offer to help him.
We are awaiting his reply in our support portal.
Initial Consumer Rebuttal /* (3000, 7,...
2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
avast has gotten the money out of my bank account to purchase their anti virus, that does not work. they have records of my address, phone number and bank account. they have made have made no attempt to contact me, at all. I tried to get their customer service thru hours of conversation and they would not give me a phone number. the reps just kept saying they would attempt to fix a product that was purchased, not in working order, with a fee. I warned that I would go to Revdex.com and was told, go ahead. I want my $50 dollars reimbursed to my address as I don't trust them to mess with my bank!!
Final Business Response /* (4000, 9, 2015/10/02) */
We contacted customer via our support portal with a request for an order number or email used during the purchase.
Unfortunately, customer did not reply back.
We have no orders associated with his name or email in our record.
Initial Business Response /* (1000, 5, 2016/03/10) */
Customer was already refunded per his request in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I only received a refund...
OK email after they had been contacted by you. Yes, they did provide a refund but then tried to blame me for all of it. I cancelled the automatic renewal option two weeks before they charged my PayPal account. If they were "on top" of things, they would not have renewed the charge in the first place, thereby avoiding a problem before it started. I am satisfied to have the refund but I am not satisfied with the company practices.
Final Business Response /* (4000, 9, 2016/03/18) */
We would like to react to customer incrimination that we charged him even if AR was canceled.
This is false. Customer was charged for AR on March 7th and customer canceled AR day after on March 8th.
Initial Business Response /* (1000, 5, 2015/06/03) */
Unfortunately, we did not find any request in our support portal from this customer.
We contacted customer that recent auto-renewal order was refunded and AR was canceled for customer's account.
Business Response /* (450, 14, 2014/10/30) */
10-30-14
Sent via email from consumer:
This is to inform you that my complaint has been resolved and the money refunded to my credit card; I checked with the credit card company this morning.
Thank you for your services.
[redacted] e....
Initial Business Response /* (1000, 5, 2015/05/26) */
Our agent offered customer to merge his licenses with an extension to the subscription validity.
Customer declined this offer and his licenses were refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/26)...
*/
5-23-15
Sent via email:
Thank you for your help. It appears Avast is processing my refund now
Initial Business Response /* (1000, 5, 2014/05/26) */
We will have a refund specialist contact you as we don't have any recent purchase in our database about a renewal.
Initial Business Response /* (1000, 5, 2014/05/26) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon.
We do apologize for the inconvenience this may have caused.
Kind...
Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There response is/was that they are looking into it. It seems there will be more to follow.
Initial Business Response /* (1000, 5, 2014/05/05) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon.
We do apologize for the inconvenience this may have caused.
Kind Regards
Initial Business Response /* (1000, 5, 2014/05/29) */
We do apologize for the inconvenience this has caused and I am forwarding this case to our refund department who will be in contact with you very soon to discuss a refund.
Typically refunds take about 5-7 business days to receive. A...
notification should be sent to you soon with the information.
Thank you for contacting us via the Revdex.com and have a pleasant day.
Kind Regards
Initial Business Response /* (1000, 5, 2014/05/05) */
I'm very sorry but Avast will not reimburse you for any failed online class or any other request as they're was no purchase made. Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/05/06) */
(The consumer indicated...
he/she DID NOT accept the response from the business.)
Regardless of whether a purchase was made or not their product has damaged my computer and it is still not functional. The version of the Avast software that I had was/is the free version and it damaged my computer. Forcing me to purchase something (which the software tried to force an upgrade) has no bearing on the damage that this software has done to my computer and the losses it has caused me financially. Additionally, Avast's technical support was supposed to be free technical support - not paid tech support.
Final Business Response /* (4000, 13, 2014/05/26) */
Hello,
We will not be refunding your computer for services rendered using our FREE product. We do provide free technical support by contacting us at [redacted]@avast.com.
However as there was no purchase made there is no legal action to provide such a refund to either repair or purchase you a computer.
Kind Regards
Final Consumer Response /* (4200, 15, 2014/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not asking your for a refund for a free product. Your product has altered/damaged the functioning of my computer. Your company is liable for the damages to my computer and inconveniences/losses that it has caused me. I have contacted your technical support via the phone and was told that they would not help me unless I paid $179.00. At this point I need a concrete resolution to repair the damage to my computer not a generic response to contact your support department.
Customer contacted us via our support portal.
He purchased our Avast Internet Security license on February 8th, 2017 and requested his refund on August 25th, 2017.
All Avast programs can be used 30 days for free as a trial, and additionally we offer a 30 days money back guarantee from the date of...
purchase. On this occasion, customer missed the guaranteed period significantly. Regrettably, according to our refund policy we can not issue a refund for the order which was placed on February 8th, 2017.We offered customer a assistance to get his AIS license installed in his computer.
Initial Business Response /* (1000, 7, 2015/02/12) */
We already contacted customer about his another charge.
Auto-Renewal was not charged as our agent explained to him.
He placed another order in the specified amount of $42 however his email had a typo so he never received...
confirmation email.
We resent confirmation email back to customer together with a help how to install our product.
Initial Consumer Rebuttal /* (2000, 10, 2015/02/24) */
2-18-15
Sent via email:
They decided to refund the money, thank you guys!........its finally settled:)
Unfortunately, we did not receive any refund request from this customer in our support portal.
Customer's subscription was renewed because her previous order had Auto-Renewal option active.Our distributor informed her about this renewal in the renewal notification emails (30 & 15 days) before...
the renewal. These emails informs about upcoming renewal event together with a description how to cancel this renewal feature.
Her order was refunded as she requested.
Initial Business Response /* (1000, 5, 2015/03/05) */
Unfortunately, we did not receive any request form this customer in to our support portal.
Customer was renewed because his order had Auto-Renewal option active.
He signed for our Avast Internet Security Trial which has 60 days of...
trial for free.
Customer had a 60 days to cancel AR if he was not satisfied with it.
We contacted customer via our support portal to clarify this situation.
We are currently awaiting his reply.
Initial Consumer Rebuttal /* (2000, 10, 2015/03/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was unfortunate that I had to get the Revdex.com involved so that AVAST would even acknowledge me.
Ill never do business with, or recommend them to anyone.
Initial Business Response /* (1000, 5, 2016/01/28) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund from the...
company, but would only ask that they review their communication with users to make the process clearer. There is still the issue of going to the credit card company to receive a credit card number, bypassing [redacted] customer. This may be legal, but I would argue that it's a poor business practice because it erodes trust - something crucial for a software security company.
Initial Business Response /* (1000, 5, 2014/07/10) */
Dear Mr. [redacted],
We sent you an email with the instruction how pro install your avast! Premier in a few easy steps.
We also refunded both TTS services as you requested. We have now notified our online shop of the refund and they...
will arrange this transaction and notify you in due course.
Please note that the refund process can take up to a maximum of 15 business days.
Final Business Response /* (1000, 14, 2014/07/18) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon.
We do apologize for the inconvenience this may have caused.
Kind Regards
Initial Business Response /* (1000, 13, 2015/04/16) */
Customer contacted us via our support portal.
Refund was processed as customer requested in our support portal.
Initial Consumer Rebuttal /* (2000, 16, 2015/04/27) */
4-25-15
Sent via email:
sorry about the delay. my computer has...
been in the repair shop for a week. all fixed I hope. Yes, avast did refund the money they charged me for security they could not provide.thanks for your attention to my problem.
Initial Business Response /* (1000, 5, 2015/05/28) */
We escalated this phone support interaction to investigate which agent provided misleading information to customer.
We refunded customer as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/29) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
They were fair enough to reimburse me for the one time fix charge.
Initial Business Response /* (1000, 5, 2015/09/18) */
Unfortunately, we did not find any order associated with this customer's credentials.
We contacted him with our offer to help him.
We are awaiting his reply in our support portal.
Initial Consumer Rebuttal /* (3000, 7,...
2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
avast has gotten the money out of my bank account to purchase their anti virus, that does not work. they have records of my address, phone number and bank account. they have made have made no attempt to contact me, at all. I tried to get their customer service thru hours of conversation and they would not give me a phone number. the reps just kept saying they would attempt to fix a product that was purchased, not in working order, with a fee. I warned that I would go to Revdex.com and was told, go ahead. I want my $50 dollars reimbursed to my address as I don't trust them to mess with my bank!!
Final Business Response /* (4000, 9, 2015/10/02) */
We contacted customer via our support portal with a request for an order number or email used during the purchase.
Unfortunately, customer did not reply back.
We have no orders associated with his name or email in our record.
Initial Business Response /* (1000, 5, 2016/01/15) */
Customer's subscription was canceled as he requested.
Initial Business Response /* (1000, 5, 2016/03/10) */
Customer was already refunded per his request in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I only received a refund...
OK email after they had been contacted by you. Yes, they did provide a refund but then tried to blame me for all of it. I cancelled the automatic renewal option two weeks before they charged my PayPal account. If they were "on top" of things, they would not have renewed the charge in the first place, thereby avoiding a problem before it started. I am satisfied to have the refund but I am not satisfied with the company practices.
Final Business Response /* (4000, 9, 2016/03/18) */
We would like to react to customer incrimination that we charged him even if AR was canceled.
This is false. Customer was charged for AR on March 7th and customer canceled AR day after on March 8th.
Initial Business Response /* (1000, 5, 2015/06/03) */
Unfortunately, we did not find any request in our support portal from this customer.
We contacted customer that recent auto-renewal order was refunded and AR was canceled for customer's account.
Business Response /* (450, 14, 2014/10/30) */
10-30-14
Sent via email from consumer:
This is to inform you that my complaint has been resolved and the money refunded to my credit card; I checked with the credit card company this morning.
Thank you for your services.
[redacted] e....
[redacted]
Initial Business Response /* (1000, 5, 2015/05/26) */
Our agent offered customer to merge his licenses with an extension to the subscription validity.
Customer declined this offer and his licenses were refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/26)...
*/
5-23-15
Sent via email:
Thank you for your help. It appears Avast is processing my refund now
Sincerely,
[redacted], Assistant Project Manager/Groundskeeper
NAM, LLC
Initial Business Response /* (1000, 5, 2014/05/26) */
We will have a refund specialist contact you as we don't have any recent purchase in our database about a renewal.
Initial Business Response /* (1000, 5, 2014/05/26) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon.
We do apologize for the inconvenience this may have caused.
Kind...
Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There response is/was that they are looking into it. It seems there will be more to follow.
Initial Business Response /* (1000, 5, 2014/05/05) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon.
We do apologize for the inconvenience this may have caused.
Kind Regards
Initial Business Response /* (1000, 5, 2014/05/29) */
We do apologize for the inconvenience this has caused and I am forwarding this case to our refund department who will be in contact with you very soon to discuss a refund.
Typically refunds take about 5-7 business days to receive. A...
notification should be sent to you soon with the information.
Thank you for contacting us via the Revdex.com and have a pleasant day.
Kind Regards
Initial Business Response /* (1000, 5, 2014/05/05) */
I'm very sorry but Avast will not reimburse you for any failed online class or any other request as they're was no purchase made. Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/05/06) */
(The consumer indicated...
he/she DID NOT accept the response from the business.)
Regardless of whether a purchase was made or not their product has damaged my computer and it is still not functional. The version of the Avast software that I had was/is the free version and it damaged my computer. Forcing me to purchase something (which the software tried to force an upgrade) has no bearing on the damage that this software has done to my computer and the losses it has caused me financially. Additionally, Avast's technical support was supposed to be free technical support - not paid tech support.
Final Business Response /* (4000, 13, 2014/05/26) */
Hello,
We will not be refunding your computer for services rendered using our FREE product. We do provide free technical support by contacting us at [redacted]@avast.com.
However as there was no purchase made there is no legal action to provide such a refund to either repair or purchase you a computer.
Kind Regards
Final Consumer Response /* (4200, 15, 2014/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not asking your for a refund for a free product. Your product has altered/damaged the functioning of my computer. Your company is liable for the damages to my computer and inconveniences/losses that it has caused me. I have contacted your technical support via the phone and was told that they would not help me unless I paid $179.00. At this point I need a concrete resolution to repair the damage to my computer not a generic response to contact your support department.
Initial Business Response /* (1000, 13, 2014/07/18) */
We will have our refund specialists look into this case and contact you directly.
Customer contacted us via our support portal.
He purchased our Avast Internet Security license on February 8th, 2017 and requested his refund on August 25th, 2017.
All Avast programs can be used 30 days for free as a trial, and additionally we offer a 30 days money back guarantee from the date of...
purchase. On this occasion, customer missed the guaranteed period significantly. Regrettably, according to our refund policy we can not issue a refund for the order which was placed on February 8th, 2017.We offered customer a assistance to get his AIS license installed in his computer.