Hello Jeffrey.
We certainly understand your concern and we'd be glad to clarify this. Offers and discounts you receive through AVG interface are released region wise and sometimes can be directed at certain customers. Our customer care agents are not aware of them. When you reach them, they will offer the best possible discount within their scope. If you had mentioned about the discount you received beforehand, they'd have been gladly help you to avail that discount and renewed the subscription.
Appreciate your understanding and hope you'd continue using AVG services. Please reach our sales team (https://support.avg.com/support_sales?l=en) once again and inform about the offer you received. They'd be glad to help you renew AVG with the discount offered to you.
My Guess is you were probably talking to a third party seller. So AVG gets their $80 and the third party gets the $31 commission. Possibly more. I have been an AVG customer for around 9 years. They pulled the same thing with me sending an email for $139.99. So the price went up $40 from the last time?! Pretty big price jump I thought as well. I am sure they will have some rehearsed line of why it is going up. I just told them I would not renew and got a refund on the automatic renewal I don't remember agreeing to. They refunded and at the end of the month I will choosing another provider. Interestingly enough today I received a pop up that not only would I get my usual AVG, but the deluxe version for $29.99 for a year only. Sorry, but like the poster said, you ruined the trust of a long time customer. Sad that they have to be sneaky like this. Anyone with common sense will figure them out. Unfortunately the ones who don't are keeping them in business.
I have Internet Security and just received a notice that my subscription expires in 5 days. I contacted AVG customer support and they told me a 2 year renewal is typically $139 but they would offer me a discount at $111.99. I also had the software open and clicked Renew Now and it said a 2 year subscription is $79.99. I have been a loyal AVG user for 7 years and felt like I was completely getting robbed by customer support. For this reason, I will be uninstalling AVG and using a different product. I will also be leaving negative reviews on Amazon as well as internet forums. It's a shame you try to screw your customers. Here's a copy of the chat log:
AVG: Hello, my name is Christian. Welcome to AVG Customer Care.Hi Jeff.How may I help you today?
Me: Hi. I'm getting a message from my AVG that my activation expires in 5 days. It then opens a window with a chart and tells me my current version is AntiVirus Free and asks me if I want to upgrade to Internet Security. I know I'm not using the free version because I bought it.
AVG: I'm sorry about that. But no worries, I'll be more than willing to assist you.Let me go ahead and pull up your account. Give me a minute or two, please.Thank you for waiting Jeff.I am seeing here that your AVG Internet Security will expire in the 10th of this month. We can actually help you renew this subscription for a 20% discount.
Me: So this window thats telling me I'm using AntiVirus Free is incorrect?
AVG: Yes, it might be that your AVG Internet Security is not activated. Have you remember uninstalling and reinstall AVG on your PC?
Me: I have not uninstalled it since I first purchased it
AVG: Thank you for that information. If that is the case, then you should uninstall AVG on your PC as it might be the old version. If you agreed to renew it Jeff, w will be sending you the order confirmation via email with the new link to install and activate AVG Internet Security.
Me: Would it be the same Internet Security package?just a newer version?
AVG: Yes, it is still the same AVG Internet Security that you have however we now have the newest version of that package where you can easily install and activate AVG on your PC.The activation will be very convenient for you as well.
Me: My last purchase was a 2 year subscription. How much is another 2 years?
AVG: The price for 1 PC 2 years coverage is normally $139.99 but we can now give it to you for just $111.99. How does it sounds?
Me: Sounds WAY more expensive than my last 2 years. When I click on the Renew Now tab within the software, it gives me a 1 year and a 2 year option. The 1 year is $39.99 and 2 year is
$79.99. Where does the $111.99 come from?
AVG: Jeff, that is actually under a promotion. Well, we can give you that price for $79.99 at 2 years coverage.
Me: So you were going to charge me $111.99 for the same thing I can do myself for 79.99?
AVG: The price I quote for you is the normal price for AVG Internet Security at 2 years coverage and we give renewal discount as a loyalty award. Since you are seeing an offer to renew at $79.99, we can honor that renewal price for you.
Me: You just told me the normal price was $139 and you were giving me a 20% discount to $111.99. It sounds like you're trying to charge me too much and it's unethical. I think I'm better off uninstalling it and perhaps going to a different product
AVG: That is correct. That is the normal process for the renewal. However when our customer see an offer on AVG interface, we honor that offer since it is still AVG and it came from the same interface.
Me: This is highly unethical that you would have absolutely billed me $111.99 and overcharged me. I've had AVG for 7 years and when I ask to renew, I get screwed? I think I'll switch to a different product.
AVG: Jeff, again we are not going to billed you for this amount of $111.99. As what I mentioned earlier, we are offering a renewal discount to compensate on staying and using our product for a very long time.And you see an offer for $79.99 so there is no need for us to bill you for $111.99.We will honor that offer for $79.99 two years renewal for AVG Internet Security 1 PC.
Me: If I did not bring up the $79.99 offer I see, you would have charged me $111. You mean to tell me that AVG has no idea what offer I see in the software when it expires???
AVG: That is just an offer Jeff. We can still give a renewal discount for 30%. We are not going to renew your subscription unless the price for you is good and better.
Me: Please send me the instructions for a complete uninstall.
AVG: Since you have AVG installed on your PC, we don't have any information about the offers you will receive since it is a system generated offers best for you.
Me: I don't believe that the offer is generated locally on my PC. The offer is generated by an AVG server and sent to my software. Customer Service talks to people all day long about renewals so I don't believe that you had no idea the renewal price was $79.99. Please send me the uninstall instructions.
AVG: It is a system generated offer Jeff and we don't have any control of that. We are just here to provide the price that is good for the renewal.
Me: Are you going to send me the uninstall instructions?
AVG: The link has been sent to your email. Please go and renew your subscription with the offer you receive through the interface.There will be no automatic charge on your account as it safe from automatic charge.
Me: I'm not renewing for the multiple reasons I listed.
AVG: I understand and respect your decision. Is there anything else I can help?
Me: No. I'll be waiting for a customer survey
AVG: Thank you for contacting AVG Sales Support. It’s a pleasure assisting you today. Have a nice day.The agent has ended the chat.
Hello Jeffrey.
We certainly understand your concern and we'd be glad to clarify this. Offers and discounts you receive through AVG interface are released region wise and sometimes can be directed at certain customers. Our customer care agents are not aware of them. When you reach them, they will offer the best possible discount within their scope. If you had mentioned about the discount you received beforehand, they'd have been gladly help you to avail that discount and renewed the subscription.
Appreciate your understanding and hope you'd continue using AVG services. Please reach our sales team (https://support.avg.com/support_sales?l=en) once again and inform about the offer you received. They'd be glad to help you renew AVG with the discount offered to you.