Several things followed from this . .
1. I did use MS internet explorer in lieu of my normal browser, Firefox v58.0.2 - the current version - to try and contact chat support. And that worked - response within seconds, and I had an interesting dialog with Diana. I supplied and she read thru this thread. I summarised my issues,
1. AVG trying to modify a partition backup data file (would invalidate it as a usable backup)
2. the inability to contact tech support ask questions about it
and then it got too hard - chat could not upload a screenshot picture, and technical support could not take the transfer. Diana supplied me a weblink to them valid for 72 hours, and another link to a form which would connect me to them and enable a resonse from AVG by email. The form thing was complete bust - another of the delays I've been getting for nearly 2 weeks. Certainly no email.
My conclusions from this are
- the AVG chat line isn't compatible with Firefox. Diana admitted a softtware problem with that, as being worked on. My point was that it was up to AVG to make it compatible - FF is in the top 3 browsers on the market, and if a particular browser was required, the support page should say that. An attendant risk that customers seeing that, will bail out for a security system that supports their preferred browsers.
I'll try the local phone number, but confidence is pretty low at this point.
Several things followed from this . .
1. I did use MS internet explorer in lieu of my normal browser, Firefox v58.0.2 - the current version - to try and contact chat support. And that worked - response within seconds, and I had an interesting dialog with Diana. I supplied and she read thru this thread. I summarised my issues,
1. AVG trying to modify a partition backup data file (would invalidate it as a usable backup)
2. the inability to contact tech support ask questions about it
and then it got too hard - chat could not upload a screenshot picture, and technical support could not take the transfer. Diana supplied me a weblink to them valid for 72 hours, and another link to a form which would connect me to them and enable a resonse from AVG by email. The form thing was complete bust - another of the delays I've been getting for nearly 2 weeks. Certainly no email.
My conclusions from this are
- the AVG chat line isn't compatible with Firefox. Diana admitted a softtware problem with that, as being worked on. My point was that it was up to AVG to make it compatible - FF is in the top 3 browsers on the market, and if a particular browser was required, the support page should say that. An attendant risk that customers seeing that, will bail out for a security system that supports their preferred browsers.
I'll try the local phone number, but confidence is pretty low at this point.
The first email response bounced, even tho I made no changes to the header line. And I expect that this one will be the same, but I'll post it to the thread anyway.
Somehow, you seem to not understand that I have done all that. Three times on several days. And none of them worked: every time, selecting the chat now button, got the page with the rotating angles and the loading message. And that's where it stayed until the page timed out. Chat and contact fail.
What other successful - like email - method does AVG have? If you don't know, please escalate to your supervisor or team leader.
David
Hello David,
I apologize if you're experiencing issues with contacting our Support team. Our main goal is to keep our customers happy.
You can contact our phone/chat support team any time though: https://support.avg.com/support_sales?l=en. We will help you to fix the scan issues.
AVG carefully monitors the quality of our products the service we provide, therefore all feedback from our customers is important to us. If you have a specific experience with AVG products that you would like to share with us, we would appreciate hearing about it. You can submit the feedback/suggestions from the installed AVG Internet Security > menu > about > submit the feedback form. It will reach to our concern team and they will definitely look into your suggestions.
Best regards,
Alok.
Once, when I first used AVG, a tech support agent was easy to get to/contact; usually by email, but there were local phone numbers as well. It was responsive and helpful. Nowadays, responsiveness is out the window; no phone numbers, email has long gone, and not everyone wants to do international calls. Which leaves on-chat - which just doesn't respond: the page repeatedly times out 'loading".
The feedback/bug item in the dashboard help page is handy as long as you don't expect a reply, and don't want to attach an image of a problem.
While the product is good, on the rare occasions one wants to get a query resolved or a bug fixed, say once every few months, easy contact is self-evidently essential, and it's become impossible to get that. In the last week, because an AVG scan seems to be trying (possibly succeeding) to modify one of my compressed backup images, I've tried to do this by several methods - including sending a beef to sales - and all of them have been unresponsive: no auto reply, nada, webpage timing out, nothing. The result is a really tarnished product image, to the point where I'm seriously looking at the competition for the next package when the license expires.
Am I the only one seeing this, or has poor support access become so endemic other users are just ignoring it?
Hello David,
I apologize if you're experiencing issues with contacting our Support team. Our main goal is to keep our customers happy.
You can contact our phone/chat support team any time though: https://support.avg.com/support_sales?l=en. We will help you to fix the scan issues.
AVG carefully monitors the quality of our products the service we provide, therefore all feedback from our customers is important to us. If you have a specific experience with AVG products that you would like to share with us, we would appreciate hearing about it. You can submit the feedback/suggestions from the installed AVG Internet Security > menu > about > submit the feedback form. It will reach to our concern team and they will definitely look into your suggestions.
Best regards,
Alok.
David, I understand your frustration. The case has been escalated to the senior technicians team. They will analyse the log files and get back to you via email within 48 hours.
Your patience is much appreciated.
Thank you for the explanation.
May I know whether "Firefox v58.0.2" is the latest version available?
I see that you have got connected with one of our remote technician.
Keep us informed about the status.
David,
I’m sorry this has happened. I understand your frustration, and I will do my best to help you. Have you tried to contact our remote team using a different browser like Google chrome or Internet Explorer? Please use the below phone number to contact the support team to help you further.
USA & CA: +1 925 732 4274
AU & NZ: +61 281 034 937
UK: +44 1163 668 542
They will help you to connect with our remote team and fix the issue.
David,
I am very sorry for such destabilizing encounters you have been faced with. I have sent you an email, you can follow the email steps to get in touch with the AVG Support team where you can find a help to resolve your problems.
Hi Alok,
Firstly, your latest email came from the no-rpley address, and my answer got this bounce message (part):
"This is an automatic reply - please do not reply to this mail. If you are receiving this message after replying to an AVG email, we were not able to identify your email properly. Please reply to the original AVG email without editing the subject line so that we can process your request".
We are having an email comversation about bad contact processes and you do this?
Nevertheless, what I said in my reply was:
Hi Alok,
I've tried your suggestion about disabling AVG in order to contact support. Did not work - I still got the loading angles, with no further update, and after past experience abandoned it after a minute.
The firewall settings for the network thru the modem router to the net were already set to private, so another test of that was pointless - it was in that condition when the previous attempts failed. I do have a local LAN between the internet modem and my PC's - there is no device MAC for that and it functions/has functioned OK for years. In addition to the private network to the net via the modem router, AVG lists an unidentified network with no MAC as public, which van only be the LAN I mention. It won't change to private, not - for the sake of the other PC's connected to it - do I want to make it private.
After cycling thru the 'it won't contact support/it won't work' that we've gone thru in this email/post thread, that you can suddenly come up with 2 suggestions to remedy the situation suggests to me that difficulty contacting support is a known condition, and certainly not "working fine for other users."
Your competition all use email as a primary means of requesting support. I am amazed that AVG would abandon such a tried method, even if other alternatives like chat seem to be "cool".
So, to summarize:
I have a problem with newer builds of AVG trying to modify a compressed partition backup, generating a strange warning message. A screenshot is available. Trying to report that and ask why? how to fix? using every current and past method I have used has been an exercise in failed contact. So much so I am quite happy to discuss what I consider to be a piss poor contact methodology in the public forums for all the other users to read.
Hello David,
Please accept my apologies for the previous reply. I certainly understand that you're experiencing issues with contacting our Support team. The support page (https://support.avg.com/support_sales?l=en) is working fine for other users.
I request you to disable AVG Internet Security once and check if you're able to contact our chat support team or you can follow our previous email to connect with us remotely (with the disabled AVG Internet Security). Right click on AVG system tray icon and toggle the On/Off slider to disable AVG protection.
I also request you to check if AVG Firewall network profile is private (open AVG Internet Security > menu > settings > components > firewall > customize > network profile > change all the network public to private).
Best regards,
Alok.