Hello Robert,
Please accept our sincere and unreserved apology for any inconvenience this may have caused you. Our main goal is to keep our customers happy.
AVG carefully monitors the quality of our products and 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 here : http://avgclick.me/AVGfeedback , we would appreciate hearing about it.
Please follow the instructions on the article http://avgread.me/1AYFbFy to apply for the refund. Please feel free to contact us for further assistance.
Thank you.
I originally called to tell AVG to stop trying to charge an AMEX account that no longer exists. I did not know that I was on an automatic renewal program forever.
Your representative Anthony started looking thru my computer, because I also have MalwareBytes Anti-Malware installed, and he said that having two anti-malware programs running would cause problems. I have MBAM running in the background all the time, and I use AVG occasionally as a stand-alone program.
Anthony apparently found a list of error messages and wanted to sell me a troubleshooting session for $80. I didn't want that, and he offered me a price of $50. I accepted that, and was transferred to a support tech named Janice Tamayo, who spent around three and a half hours looking at things and getting nothing done. You have a program called NanoHeal, which includes, among other things, a copy of Autoruns and a copy of CCleaner, both of which I have had installed for many years.
Autoruns is simply a list of files that execute along with Windows, and it gives the option of stopping or starting or removing these files. Autoruns took over an hour to download, and Janice did nothing with it.
CCleaner is a very useful cleanup program which I've been using for many years. Among other things, it allows me to save the cookies that I want to save (maybe a dozen or so), and delete all the others (maybe several hundred, depending on how often I've used a web browser). I showed Anthony how CCleaner works, but I don't think it made much of an impression on him, as he was eager to get out of that program and go do something else.
Then Janice got into the computer, and before I knew it, she had deleted all my cookies, using her own attack to the cookies storage area. This means that I now have to go back to all of my bank, credit card, and other sites that require a secure login, and proceed to answer all of the security questions as if I were setting up another, brand new account.
When I found out what Janice had done, I explained to her, and showed her just exactly how CCleaner works, and that all of my cookies to secure websites had been erased. I suggested to her that any time in the future that she wants to delete cookies on someone's computer, that she first ASK if the owner wants her to do so.
For these reasons (wasted time and apparent ineptitude in troubleshooting), I am requesting a refund of the $49.95 you charged me for the experience of sitting here for most of four hours while (1) nothing was done to repair any problems that I am aware of, and (2) a lot of very important files (my secure site cookies) were deleted.
In my opinion, AVG makes a very good product, but your tech support needs a lot of improvement!
Hello Robert,
Please accept our sincere and unreserved apology for any inconvenience this may have caused you. Our main goal is to keep our customers happy.
AVG carefully monitors the quality of our products and 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 here : http://avgclick.me/AVGfeedback , we would appreciate hearing about it.
Please follow the instructions on the article http://avgread.me/1AYFbFy to apply for the refund. Please feel free to contact us for further assistance.
Thank you.