AVG Ultimate doesn't work correctly. AVG can't fix it. AVG won't issue refund

AVG Protection
6

Hi Gerald,

We understand how frustrating this can be on your part. Your patience and cooperation are highly appreciated on this matter. We would like to inform you that our developers are working to resolve the issue with Scheduled Scans, also, we can assure you that AVG Ultimate can be installed on Windows XP Service Pack 3 and higher and our Remote Team can establish a remote connection if the Operating System is Windows XP Service Pack 3 and higher.

For your Android device issue, you can visit https://support.avg.com/support_contact_form?l=&retUrl=support_sales.
Select the option as "YES" and the operating system as "ANDROID"
Fill in the details and click on the option "answer via email"
Once your request is submitted you will be getting the prompt answer via email from our mobile team.

1
Your response states that you have "stopped the subscription for this order, so I will  not be charged for future renewals for this order."  Certainly, I do wish to cancel this  subscription.   
 
I am fully aware that. AVG subscriptions are "transferable and may be installed on other computers/other devices."  First problem is AVG Ultimate no longer will run future scheduled scans on Windows 10 computers.  This has already been confirmed by a skilled AVG technician on a remote connection assistance session.
 
Second problem is AVG Ultimate no longer works on Windows XP.  Skilled AVG technicians are no longer able to connect remotely to a Windows XP computer and I have been told they cannot fix the problem over the phone.
 
Third problem is AVG Cleaner Professional version no longer works on Android phones.  This has been confirmed by the AVG Anrdoid support team.  Please see the attached e-mails regarding this.
 
In summary, please do confirm my subscription has been cancelled and please issue a refund as originally requested since AVG Ultimate no longer works correctly on Windows 10 computers, does not work on Windows XP computers and AVG Cleaner Professional no longer works on Android phones.
 
Sincerely,
Gerald
 

Hello Gerald,

Thank you for contacting AVG.

We are sorry to hear that you feel this way, and can understand your frustration. Our hands are tied in this matter as the refund was requested after the 30 day refund period had passed. As a result, we are unable to process a refund.

We are bound by our 30 day refund policy, which you may view here.

Thank you for your understanding.

Best regards,

Kristyna Hruskova
AVG Customer Care

4

Hello Gerald,
We understand your concern. Let us inform you that AVG Ultimate is compatible for Windows XP SP3 and above versions. Also due to some missing necessary services from Microsoft , remote service cannot be connected to your PC. You can visit https://support.avg.com/RefundForm and fill in the refund form and submit it. Upon successful submission, our refund team will process your request and get back to you via email. Thank you!

2

Hi Gerald,

We understand how frustrating this can be on your part. Your patience and cooperation are highly appreciated on this matter. We would like to inform you that our developers are working to resolve the issue with Scheduled Scans, also, we can assure you that AVG Ultimate can be installed on Windows XP Service Pack 3 and higher and our Remote Team can establish a remote connection if the Operating System is Windows XP Service Pack 3 and higher.

For your Android device issue, you can visit https://support.avg.com/support_contact_form?l=&retUrl=support_sales.
Select the option as "YES" and the operating system as "ANDROID"
Fill in the details and click on the option "answer via email"
Once your request is submitted you will be getting the prompt answer via email from our mobile team.

3

Also, could you tell us what exactly is the issue that you're facing with your AVG Ultimate in Windows 10? Please attach us the screenshot http://avgclick.me/getscreenshot of any error messages if you come across.

And, your auto renewal for AVG Ultimate has already been cancelled but we are sorry, you're not eligible for a refund. Thank you for understanding.

Thank you!

5

Dear Akash Chanda,

You state in your first replyl: "We would like to inform you that our developers are working to resolve the issue with Scheduled Scans".  If this is true, why would you ask in your second reply:  "Also, could you tell us what exactly is the issue that you're facing with your AVG Ultimate in Windows 10?"  I thought I stated the  issue with Windows 10 quite well:   "First problem is AVG Ultimate no longer will run future scheduled scans on Windows 10 computers.  This has already been confirmed by a skilled AVG technician on a remote connection assistance session."

Regarding your second statement:  "also, we can assure you that AVG Ultimate can be installed on Windows XP Service Pack 3 and higher and our Remote Team can establish a remote connection if the Operating System is Windows XP Service Pack 3 and higher.", I refer you to my original statement: 
"Second problem is AVG Ultimate no longer works on Windows XP.  Skilled AVG technicians are no longer able to connect remotely to a Windows XP computer and I have been told they cannot fix the problem over the phone."  I assure you AVG Ultimate does not work correctly in Windows XP with Service Pack 3 and that AVG technicians tried to connect remotely but were unable to do so.  They then informed me that they could no longer connect remotely to a Windows XP computer and could not attempt to fix the problem without connecting remotely.  Thus I have requested a refund or at a minimum a refund of 2/3 of the amount of my subscription cost.