Hi Jeremy,
I have escalate your issue to Sales department they will solve this issue for you.
Thanks
Jeremy, Re AVG Community Support expert assistance… They will attend to your posting @ their earliest convenience but please bear in mind it's now the weekend (http://forums.avg.com/ww-en/avg-forums?sec=thread&act=show&id=190509) in Brno, Czech Rep…
My AVG Antivirus 2013 expires on July 1, 2014. I log into my account on AVG to look into renewing my license for another year. I decide to go into chat with a sales representative to look into possibly upgrading to Internet Security 2014. Below is the chat log:
19:22:37 [Jeremy Smith] I have to renew my AVG Antivirus license but I was thinking about upgrading to AVG Internet Security 2014. I can see I get a discount for renewing my Antivirus but I do not see a discount for upgrading to Internet Security 2014. Is there a discount for me upgrading?
19:22:44 [Mary] Welcome to AVG Sales Support, my name is Mary and I will be supporting you.
19:23:31 [Mary] I apologize for that but no worries we are here to help you.
19:25:02 [Jeremy Smith] Thanks
19:25:38 [Mary] Let me check your account first.
19:26:10 [Mary] Could I ask if you are contacting us about this for the first time?
19:26:30 [Jeremy Smith] yes i am
19:26:47 [Mary] Thank you for patiently waiting.
19:27:11 [Jeremy Smith] no problem
19:27:55 [Mary] I can see here that you have the 2 license of AVG Anti Virus both covers 1 Pc that is about to expire on the same date on Juky 1st.
19:28:30 [Mary] Let me renew your license and upgrade this to Internet Security because it will give you the best value for your money.
19:28:37 [Mary] *July
19:29:56 [Jeremy Smith] Ok, I currently have AVG Internet Security 2014 in my shopping cart for 2 computers at $64.99. I was also looking at purchasing AVG PC Tuneup for the same computers at $49.99.
19:31:09 [Mary] What are you trying to do now is first purchase, I can process the order for you here on my end so that you can have a great deal.
19:31:23 [Jeremy Smith] oh ok
19:31:55 [Jeremy Smith] So how much would it be for both of those items?
19:32:29 [Mary] Let me check the price for you.
19:32:35 [Jeremy Smith] Thank you
19:34:53 [Mary] Thank you for patiently waiting.
19:35:02 [Jeremy Smith] No problem
19:35:19 [Mary] The upgrade will only cost you $30 for the Internet Security.
19:35:34 [Mary] In PC Tune Up, I can give you 40% off from the original price.
19:36:36 [Jeremy Smith] Awesome. So that will cover AVG Internet Security 2014 and AVG PC tuneup for 2 computers?
19:37:30 [Mary] Absolutely.
19:38:21 [Mary] The PC Tune Up for 2 years is $41.99 that covers 2 computer.
19:38:49 [Mary] The total cost for everything will be $71.99.Okay?
19:38:56 [Jeremy Smith] Yes
19:39:15 [Jeremy Smith] What do you need from me?
19:39:42 [Mary] What card would you like to use to process this order? "Is it a VISA, MASTER CARD or AMEX?
So based on this conversation I rely on the fact that the AVG sales representative knows my AVG antivirus license is going to expire on July 1. She also knows of my intention to upgrade to Internet Security 2014. Per the conversation the agent tells me she is going to renew my license and upgrade me to Internet Security 2014. I tell her how much I can purchase it on the website and she basically tells me not to do that because she can give me a better deal. I ask her the price and she tells me $71.99. As you can see I say "Awesome. So that will cover AVG Internet Security 2014 and AVG PC tuneup for 2 computers?" to which she replies "Absolutely". I purchase the deal based on our conversation. I received the emails for the Internet Security 2014 downloads and licenses. I perform the upgrade and enter the licenses sent to me and immediately get the notification that it expires in 8 days. I then call customer support to find out what is wrong and they tell me that I only purchased an upgrade but not the renewal. At this point I explain to them that the agent specifically says she is going to renew my license and upgrade me to Internet Security 2014. They say that is not true and that I only purchased an upgrade to Internet Security 2014. Then they want to refund my money and renegotiate for Internet Security 2014. I told them no I do not want a refund and that I already negotiated for a price. So the question I asked the AVG sales supervisor is what reasonable person would only upgrade to Internet Security 2014 and not renew a license? Can someone take a look at this and make it right please? Thanks
Hi Jeremy,
I have escalate your issue to Sales department they will solve this issue for you.
Thanks
Jeremy, Re AVG Community Support expert assistance… They will attend to your posting @ their earliest convenience but please bear in mind it's now the weekend (http://forums.avg.com/ww-en/avg-forums?sec=thread&act=show&id=190509) in Brno, Czech Rep…