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AVG forum: horrible customer service

by: flexia01 January 9, 2013 10:36 AM PST

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horrible customer service

by flexia01 - 1/9/13 10:36 AM

I have a laptop (windows 7) I use for work and personal. Back in November 2012 signed up for 30 day free service. Up in minutes and everything was running great. On 12/24/12 purchased the 2013 AVG internet security from a retailer. Same day I started download after 40 minutes I called AVG. On with tech for an hour, his suggestion call when download complete, it took 2 days. Still having problems (computer running slow, firewall issues, etc), but AVG team could not resolve.
I took off the AVG program and on 12/27/12 I called AVG requested a refund, rep advised I would receive a refund and would have a confirmation email within 12 hours. 1/2/13 I still didn't have an email, called to check status. Spoke with the supervior she advised me that she would not refund my money and my only option was to call back and try to work with a tech. She also advised me that AVG does not honor the money back guarantee for product purchased from a retailer and "that, is the risk that I've took to buy from a retailer." I explained that the guarantee info does not mention it only applies to online purchase, it states "If, for any reason you are unsatisfied with your purchase you can claim a full refund within 30 days by contacting customer Service." She advised that did not matter and there was nothing more she would do.
1/3/13 I called about 1pm to request help to re-add the software. But 4hours later we were still on the phone working on downloading. His manager got involved and after an hour, the manager asked that I email him a copy of my receipt of purchase, he confirmed receipt of my email and advised he would submit my request for a refund. He said I would receive an email within 2 business day. Its been 3 business days and no response from AVG regarding my refund.
At this point I don't want to try any longer to add AVG to my system I only want my refund.


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I've been using the free version for years

by wpgwpg - 1/9/13 10:54 AM

In Reply to: horrible customer service by flexia01

After years of using the free version of AVG on 3 computers, I've never had a problem with it. It installs in 2-3 minutes, updates itself automatically every day, and keeps malware out. Every once in a while it wants to upgrade to a new version which asks permission, then downloads and installs in under 5 min. That requires a reboot, but still the whole process takes under 10 min. There's something seriously wrong with your computer for it to take 2 days. Your experience with the refund does sound strange, but if you bought it from a retailer, you should take it back to the retailer. I've never had a problem doing that. YMMV

Good luck.


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horrible customer service

by flexia01 - 1/9/13 2:36 PM

In Reply to: I've been using the free version for years by wpgwpg

The free version works fine, its when the trial period is over and you have to purchase a license. The purchased version has many problems as I have recently read from others on this forum. As for the retailer not issuing a refund this is common practice. The retailer can't tell if you have used the license, in that case you would be getting the product for free. That's the way McAfee and Norton work. If you purchase their product at a retailer, and decided not to continue with the product within the 30 days, you contact them not the retailer. McAfee/Norton would disable the license so you can't use it and then refund your money.


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Odd. The free version here is still going after a year.

by R. Proffitt Moderator - 1/9/13 2:38 PM

In Reply to: horrible customer service by flexia01

Did you install that Trial version? That could explain a lot.
Bob


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Don't confuse the TRIAL version w/FREE one

by wpgwpg - 1/9/13 2:45 PM

In Reply to: horrible customer service by flexia01

The TRIAL version is apparently what you had, but there's also a FREE version that has no expiration period. You can use the FREE version for years as I have done and never had the first problem with it.


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paid version not working

by flexia01 - 1/9/13 5:11 PM

In Reply to: Don't confuse the TRIAL version w/FREE one by wpgwpg

Didn't realize there is a free verison. Unfortunately, I still have a version I paid for that's not working.


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RE: paid version not working

by JiriF_AVG AVG staff - 1/10/13 4:35 AM

In Reply to: paid version not working by flexia01

Hi flexia01,

I see two avenues how to resolve this - either try to troubleshoot the technical problem and make AVG fully working again (since the 30-days trial version was working properly, it is likely that we will be able to fix the full version as well, as it is technically the same compared to the trial one) or proceed with the refund:

a) Troubleshooting
If you'd like to troubleshoot the situation further, please send us your support ticket number (AVG#<number>). We will review the communication and technicians will continue with the assistance.

b) Refund
If you'd like to refund the product you can return the unopened box to the retailer. If the box has been opened already, and the license has been activated within 30 days (not more) our customer care specialist could assist you in getting the refund. Please send us ticket number of the communication where you have asked for the refund.

Thank you.


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paid version not working

by flexia01 - 1/10/13 7:35 AM

In Reply to: RE: paid version not working by JiriF_AVG AVG staff

Here are my case numbers below regarding request for a refund. How soon will I receive a confimation that my refund will be processed?
0006729275 (1/3/13)
0006729927 (1/3/13)
0006343976 (1/2/13)
0006722609 (1/2/13)
0006689064 (12/27/12)


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RE: paid version not working

by JiriF_AVG AVG staff - 1/11/13 4:21 AM

In Reply to: paid version not working by flexia01

Hi flexia01,

I have checked you tickets and I can confirm that the refund requests are being processed. I have escalated your request to sales support agents who should confirm to you a status of the refund. Unfortunately, I'm not able to confirm that myself at the moment.

Thank you for your patience.


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not honoring their 30 day money back guarantee

by flexia01 - 1/21/13 7:50 AM

In Reply to: RE: paid version not working by JiriF_AVG AVG staff

Its been 10 days since receiving a post regarding my refund but no one has still contacted to provide a status. This is ridiculous, I requested a refund on December 27, 2012 and no one from AVG has contacted me. I wish I had went to the Better Business Bureau before purchasing this product. I just reviewed cases on BBB site today and there so many cases similar to mine. Product doesn't work, consumer request refund and AGV plays the run around game with no refund. Their score is a F on the BBB site. Buyers beware!


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RE: not honoring their 30 day money back guarantee

by JiriF_AVG AVG staff - 1/31/13 5:03 AM

In Reply to: not honoring their 30 day money back guarantee by flexia01

Hi flexia01,

I'm sorry to hear that. I have urged response to your case.

Hopefully you will get a response soon.


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