AVG forum: Very bad customer service & ripped off by AVG

Hello Nanciegill,

Could you please provide us with the support ID numbers(AVG#) so we can check the communication?

Thank you

Hello Nanciegill,

we are using provided information to improve our services and to avoid incorrect (improve) communication in our internal systems.

Please accept our sincere apologies for any inconveniences caused by this situation.

Thank you

Hello doozer30,

Could you please provide us with AVG# identifiers so we can check why wasn't the refund processed yet?

Thank you

Hello doozer30,

AVG identifiers are in format AVG#xxxxxxxxxx where x is any number.

You could also provide us with email address which you have used to contact our support.
However, posting your email address to public forum is not recommended.

Could you also describe how did you contact our support?

Proper way is using this webform:
http://www.avg.com/support

Or contacting our support directly from AVG interface (Help - Support).

Thank you

I do appreciate your help but rather than keep posting on a public forum, can someone please call me on the mobile number which is listed on my account or at least the complaint logs that I raised by both email on your customer service site or via telephone?

Many thanks,

Hello doozer30,

The refund was already processed on 6/6/2011. You should be refunded to your credit card, which you have used to purchase AVG, within 2-3 weeks.

Did you not receive email informing you about the refund being proceessed? Please also check your spam folder.

Thank you

Hello DakRon5105,

I am glad to read in your latest post the situation has been resolved.

Thank you for your patience and cooperation

Hello caballero58,

AVG Free certainly can not intercept mouse or keyboard input.
You have most likely encountered malware disguised as AVG product.

AVG Free can be uninstalled as described here.

Thank you

Hello jdygut,

Our support should help you with AVG related slowdown without any additional fees.

Could you please provide us with any AVG# identifiers from emails received from our support?
Then we can check the check the communication.

Thank you

I agree that AVG is just in it for the money. While the people I communicated with were not rude, there was certainly no attempt to act honourably. They obviously don't care about their reputation. I purchased AVG 2 years ago. Apparently in their contract is an automatic renewal policy which I did not remember agreeing too. Apparently unbeknownst to me, they charged my credit card for the renewal. I didn't catch the charge until this month when I was catching up on my statement reconciliations. I did not want the renewal, I did not authorize the charge, and I was not aware of any option not to continue with AVG. I haven't used AVG for over a year since a nasty Trojan wrecked my computer. I communicated with someone with their on-line chat who directed me to call a rep. I did and spoke with the fellow for about 1/2 hour. He tried to tell me that I had passed the refund date of 30 days. But I didn't even know the clock was ticking because as far as I was concerned, I hadn't purchased anything. I never downloaded the license key so as far as I'm concerned, the package was not opened or used. I should be able to return it. The rep on the phone clearly led me to believe that I would get the refund under the circumstances and said he would forward the request to the refund dept. THen the refund dept emails me declining my refund. So I emailed them the gist of my conversation with the rep and then another rep emails me back to confirm the denial. The credit card company can't help because their policy is stated for automatic renewal. So I'm out the money. Be warned--NEVER agree to automatic renewal. Who knows what your situation will be like two or three years down the road. You snooze--you lose! AVG doesn't care about the circumstances. They are going to rely on their 30 day policy and forget integrity and customer service. In case they are interested, as I noticed they follow this thread, here is my case number: Case AVG#0005201311: [ ref:00D4000000086fU.5004000000J2Cz5:ref ] RE: Refund. It is very disappointing in this day and age of brutal competition and economic hardship that a company like this would abandon customers. Learn from my mistake folks!

Note: This post was edited by a forum moderator to remove personal information of reps to protect their privacy on 04/04/2012 at 9:17 AM PT

I tried working with AVG Customer Service from 2:00 PM until 9:30 PM without any of the issues resolved when I made the mistake of paying and downloading their current security program. Five times I was told that I would be connected to a "level 2" tech and none of those times was I ever connected. One of the "consultants" guranteed me that if I called two hours later(third consultant's advice after 2 prior hours of attempted trouble shooting) that it would be less than five minutes before I would be connected to a level 2 tech-hahaha , that connection never happened. When I repeatedly requested to speak with a supervisor I was repeatedly told that none were available. When I tried to remove the program my computer went into a loop then froze. Problems continued to escalate. At this point, I want to remove the AVG program and anything related to it. I want my money back-I was offered for an additional $9.00 charge I could be connected to a remote tech that could remove the program. I declined paying for a service provided by a program that has caused multiple problems that did not exist before downloading the AVG program. Things went from bad to worse. Please let me know what recourse is available. I plan to report the issue to the Better Business Bureau and any other agency that can get the word out about this unscrupulous behavior. Any constructive information regarding this issue will be greatly appreciated.