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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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