AVG and User profile issues login in Win 7

We have removed AVG from my system and will NOT take the chance of having this happen again. Repairs have been costly. I renewed my subscription in November 2018 and  I please want a refund  pro-rated of course.  I will not be using AVG again. Thanks for your offer to help but my technician has resolved the user profile problem and I want to keep it that way.   Thank you in advance.   Joan OBrien.
Hello Joan,

We realize this situation must be upsetting.
This isn't the expected behavior from AVG. We will do our best to sort it out.
Are you able to access your PC from the other user profile? If yes and you are able to access your PC in safe mode/normal mode, let us know here.
We will send you an e-mail instructions to get connected with our skilled technician to check and fix the error.
We can assure that the remote session will be more secured and you will be able to watch the progress and chat with me until the issue is resolved to your satisfaction. Also we are also restricted from performing any task which is not related to AVG.
Let us know your confirmation to proceed further.

This is the second time that this has happened to me in the past three weeks. When I get an AVG update, and log off, I cannot login because my profile has been corrupted or something to that effect. It doesn't recognize my profile.  The first time this happened, I called Dell- ( I am using a Dell Laptop) and we did a system check in safe mode. An error message came up during the CPU check and the tech told me my hard drive failed.  I did not have a recent backup either. So I called my private certified computer tech who installed a brand new Samsung solid state drive and was able to transfer all my data to the new hard drive and everything was restored. So- I needed a hard drive- no biggie. Total cost for hard drive and labor $278.68.  I was a happy camper -broke but happy.  So that happened on Dec. 22 and he returned the computer to me on Dec. 24 all fixed. So yesterday, Jan. 5, another large AVG update came around.  I tried to launch AVG to make sure that it was working fine, and it wouldn't load. So- I thought I will reboot and all will be well. NOT. Same message when trying to boot up the computer. Called Dell again since my tech was out of town.  Spent 3 hours with Dell having to do all the work since we could not connect in safe mode. He decided to create another user profile and transferred what he SAID was all of my data to the new profile. It totally wrecked my desktop appearance, and I can hardly see the letters I am typing. I have a big writing job that I cannot do since my Microsoft Word isn't working right, it is out of kilter, and I can't see what I am writing due to font issues which I cannot fix myself. My tech will pick up the computer tomorrow and try to get this fixed right and forever. I do NOT want this to happen all the time and to be honest I am VERY upset. I have used AVG for years with no major issues.- oh- I forgot to write that the Dell Tech and I did a system check and the new Hard Drive passed- no issues.  I did some research to and found that had I done a system restore to the day before this all happened all would have been fine and my profile would be the one I MUST use.  I am at my wit's end and very worried about using AVG anymore.  Thanks for any help and I have read the suggestions that you have offered on how to fix this. I am disabled and doing things on my computer to fix things is very hard for me.  Do you have any quick suggestions before I decide to cancel. I just renewed paid AVG in November 2018. Thank you. 

Joan O'Brien 
PS also had a huge amount of problems getting to my account since passwords have been destroyed into the new profile somehow, and having to look at all those pictures to verify that I am not a "bot" took me about 25 minutes to be able to make a new password that this site would accept.  Kept getting a message that I was not recognized.

Good morning Priyanga Sekar,

Since I have removed all of AVG from my computer, I am unable to send the logs you want.  Having this happen twice to me within a week of the first time it occurred I cannot risk another problem like this.  My technician repaired my computer and I cannot take a chance on installing AVG again. This has cost me now over $300 to have this issue fixed by my technician and having it messed up badly by Dell Concierge.  I am not alone in this issue either.  So, since I no longer have the program- I have no logs.  I will appreciate a pro-rated refund.  I regret this since I have been a loyal customer for years with few issues, however, this second time really was very disruptive and extremely inconvenient.  Thanks.  Joan O'Brien

I regret for the inconvenience caused.

However, we regret to inform that, we do not have an option to provide pro rated refund for the purchase of AVG.

You have exceeded the refund time frame as well.

If you wish, we can offer you a free remote assistance.

An expert technician will take remote access of your computer and install the latest version of AVG for you.

Hello Priyanga Sekar,

Thanks for your prompt response.  While this may not be the expected behavior of AVG, in my search for a solution I found many, many posts about this very issue, with a multitude of solutions, for fixing the user profile. I am reluctant to get onto the Administrator profile right now because my computer is SO messed up that I am afraid to even mess it up further until my tech can repair this mess.  Obviously the problem right now lies in the computer itself and that must be fixed ASAP since I work at home as a writer and need to get my programs fixed so they are working normally. IF you can guarantee that this will never happen again, since the problem originated the second time soley from AVG and not my hard drive (which was replaced) then I will consider continuing with AVG. If this is not possible I have a major decision ahead of me if I can chance continuing with AVG.  I will discuss this with my tech tomorrow. Thanks for your offer of help. I await your response to let me know that this will never happen again. As I said in my first post, I have been using AVG for many, many years and was very satisfied with it. 
Joan OBrien

Hi Joan, 

We are here to help. 
I am checking about the refund options with our Billing team. 
Could you please follow the instructions in the e-mail we sent and collect the log files from your device? 
This will help us analyze the issue and make sure this will not happen again. 
Thank you.

We have removed AVG from my system and will NOT take the chance of having this happen again. Repairs have been costly. I renewed my subscription in November 2018 and  I please want a refund  pro-rated of course.  I will not be using AVG again. Thanks for your offer to help but my technician has resolved the user profile problem and I want to keep it that way.   Thank you in advance.   Joan OBrien.

Hello Joan,

We realize this situation must be upsetting.
This isn't the expected behavior from AVG. We will do our best to sort it out.
Are you able to access your PC from the other user profile? If yes and you are able to access your PC in safe mode/normal mode, let us know here.
We will send you an e-mail instructions to get connected with our skilled technician to check and fix the error.
We can assure that the remote session will be more secured and you will be able to watch the progress and chat with me until the issue is resolved to your satisfaction. Also we are also restricted from performing any task which is not related to AVG.
Let us know your confirmation to proceed further.