@ Tymele Badger
Tymele, Have a look @ this new form link (https://support.avg.com/support_contact_form) to get chat/phone support.
AVG Guru
I have to agree with Anthony's original comment. I have been trying to get someone to answer the call for 2.5 hours. I have a licenced version but it will not authenticate the licence. Tried the "Management feedback" and that refuses to get me past the Capctha. "Click on get new Capctha" and nothing happens. I'd be better off with the free version.
Hi Anthony,
Please accept our sincere apologies for these inconveniences and note that I have passed your feedback.
Upgrade of AVG product is free (if you have valid license you can upgrade to most recent version free), but license is valid for limited time.
Thanks
This is an open letter to the CEO and CMO of AVG Technologies:
Attn: Gary Kovacs
CC: Judith Bitterli
For the first time, I am considering paying for antivirus software, instead of just using free softwares. Prior to purchasing, I am doing some shopping around, I have used AVG free before, and heard good things about the paid version. I had gone through the chat with a general inquiry about purchasing AVG 2014, and the ability to upgrade. I was given an answer that initially led me to believe that once it was purchased, upgrades were free. Luckily, I know things are not that simple, so I inquired further, and found that the license which is purchased expires 1 or 2 years after purchase, meaning that upgrades are, in fact, not free.
Once I came to this realization, I asked the chat representative, whose name was Gemma, another question. The answer I was given had nothing to do with anything I was asking about, but was a sales pitch for the AVG2014. I began to suspect that Gemma was not a real person, so I asked a random question and got the answer "I cannot answer that because it is out of scope." This did not make me trust the likelihood of a real person on the other end of the chat, so I asked a much simpler question, to which I got the response "I cannot answer your question because it is not pertaining to AVG." At this point I felt confirmation that Gemma was not a real person, so I tried to use some simple chat commands to get connected to someone real. I have been suffering pneumonia, and woke up this morning with no speaking voice. So being told to call the support line, and ignoring the fact that medically I was unable to call in. I was then given the link to the website at which the chat started, and the chat was disconnected by the representative.
Now by this point, I am sure you understand my extreme frustration. I have already been lost as a potential customer, and simply want to provide feedback directly to a supervisor.
I decided to re-enter the chat, and try to get directly to a supervisor afterwards. The 2nd representative, Christian, started off being very positive, I explained that I had already had a frustrating chat experience, I explained my lack of speaking voice, and asked to either be transferred to a supervisor via chat, or get an email to which I could email the supervisor. First he tried to go ahead an own the interaction, commendable with good service, but I explained the situation again, and that I wanted to get put in touch with a supervisor. This went back and forth a little bit, and then he lied to me, he told me that all of the supervisors were in a meeting, but that one was on the phone. I explained to him that it did not matter to me if the supervisors are busy, I was fine with just an email address, that would go to a supervisor, to which I could voice my concerns. He told me that I could speak to a supervisor if I wanted to call the 1-800 number. I explained to him again about my lack of speaking voice, and he then told me he had spoken to the supervisor about my situation and was told to have me call the 1-800 number.
I am sorry, but if a customer expresses that they MEDICALLY CANNOT use the phone, having a supervisor reiterate the 1-800 phone number is NOT an acceptable answer.
Thank you for your time,
Anthony Lacivita
@ Tymele Badger
Tymele, Have a look @ this new form link (https://support.avg.com/support_contact_form) to get chat/phone support.
AVG Guru
Hi Anthony,
Please accept our sincere apologies for these inconveniences and note that I have passed your feedback.
Upgrade of AVG product is free (if you have valid license you can upgrade to most recent version free), but license is valid for limited time.
Thanks
I have to agree with Anthony's original comment. I have been trying to get someone to answer the call for 2.5 hours. I have a licenced version but it will not authenticate the licence. Tried the "Management feedback" and that refuses to get me past the Capctha. "Click on get new Capctha" and nothing happens. I'd be better off with the free version.