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Alert

BEWARE OF AVAST CUSTOMER SUPPORT

May 7, 2015 10:47AM PDT

After calling the AVAST support line, I was duped into purchasing a "Total Support Package" for $179.00 I called because I had a subscription to Premier and suddenly my system reverted to the free version when it was "upgrading" Avast. I wanted the premier version that I had paid for back on my computer. Instead of simply telling me what I needed to do, the guy said he had to log into my computer to "investigate" the problem. He then showed me an event screen and showed me something that supposedly indicated that the security of my computer was "SEVERELY COMPROMISED" and that could only be fixed by purchasing the "Total Support System" for 179$.

He pointed to "windows upgrade failures" saying these would cause horrid security issues and that this could only be fixed by purchasing total support. -- When I looked at the Windows upgrade history later, I could see that the upgrades that had initially failed were later successfully upgraded (weeks ago)and long before my call to "Total Support." In other words, I realized I had been duped-- windows upgrades that he was telling me had failed to install had actually installed correctly the next attempt and were therefore not causing the so called security problems the guy claimed --In other words, I did not see the later successful upgrades while the guy was fast talking me on the phone frightening me into purchasing "Total Support"....

Afterwards I realized that I'd been scammed into thinking my computer was "SEVERELY COMPROMISED," using techniques described in this article:
http://www.sitepronews.com/2015/03/13/bogus-tech-support-companies-targeted-ftc/

I was frightened and agreed to purchase the so called "Total Support". The technician then came on to my computer and reinstalled the premier and then ran a junkware clean-up program (no surprise quite a bit of junk was found) and did a quick AVAST virus scan and reinstalled the AVAST premier. NOTHING appears to have changed, other than I have the premier avast that I had paid for . The computer does not boot faster as was claimed would be a result of the services I received. The computer does not run any faster or differently.
When I called "Total Support" to try to cancel the support contract I had a horrid experience. Anyone who answered the phone had "supervisory authority" and initially refused to give me any refund. No one would acknowledge the type of deceptive sales practices used. I finally got them to give me a refund for the $179. Annual support contract but they insisted that I pay $119 because a technician had worked on my computer and found-- junkware. Seriously, what computer does not harbor some junkware! Honestly, if someone had just told me what to do to reinstall AVAST premier, my initial question, I could have done it myself. I am quite capable of running a junkware clean-up program.

On AVAST's main page, it says that AVAST offers free support???

I read online that numerous people had trouble getting "Total Support" to remove credit charges after they claimed they would, so I called my credit card company to contest the charge for annual contract in the event that it was not removed. The representative from the credit card company told me they had numerous complaints about the company and he suggested that I also contest the $119 dollar charge although that had not been my initial intent.

I would like a refund of $119.00 for support that I was duped into purchasing. But given everything I've read about this support company's tactics, seems unlikely... numerous complaints like mine all over the web..

I have used AVAST for years, and had been very satisfied. At this point, I am disappointed and disgusted by your support services and don't plan to renew. I will purchase other anti-virus services.

Read about AVASTs technical support here http://www.pcantivirusreviews.com/Reviews/avast/Internet-Security-Software/ and see how tech support compares with other antivirus programs here
http://www.pcantivirusreviews.com/Comparison/ where AVAST tech support is rated "Poor" compared to others

Discussion is locked

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I think you nailed it.
May 7, 2015 11:12AM PDT

Free support is worth what we pay for that. I'm running into folk that expect Apple story Genius class support from all companies. We all wish.

As to the JUNKWARE. Almost all sites include crapware. Here's why I use Ninite. Even to get Avast.
http://www.howtogeek.com/201354/ninite-is-the-only-safe-place-to-get-windows-freeware/

-> Are you asking Avast to work on your PC to remove the crapware folk and companies are installing today? (for free?)
Bob

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NOPE
May 7, 2015 11:38AM PDT

I simply called to ask for help reinstalling as an AVAST upgrade knocked my premium subscription back to the free level... I was then scammed into believing more things were wrong with my computer and told that I must pay $179 to fix my computer....

I don't expect a tech that works for on a phone line to be a rocket scientist, but certainly to be able to help reinstall a program knocked off by an upgrade without aggressive, fraudulent upselling using techniques described in this article
http://www.sitepronews.com/2015/03/13/bogus-tech-support-companies-targeted-ftc/!!

I did not ask for help removing junk ware I asked to get the Premium back as there are 3 months left on my subscription.

I guess I was naive I should have researched how poor AVAST customer support is compared to other providers before I even purchased the software or called their customer support see below...

http://www.pcantivirusreviews.com/Reviews/avast/Internet-Security-Software/ and see how tech support compares with other antivirus programs here
http://www.pcantivirusreviews.com/Comparison/ where AVAST tech support is rated "Poor" compared to others

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Let's hope an Avast rep shows up.
May 7, 2015 12:04PM PDT

Ninite is my find of 2015. So many download sites have gone to the dark side.
Bob

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thanks for the tip
May 7, 2015 12:03PM PDT

on ninite I looked at several sites about it Looks helpful