I'm so glad that this has been escalated to a higher level, but judging by the fact that was done on Saturday and today is Wednesday, i'm just wondering where the higher level were based, is the international space station and we've got to wait for them to get signal again ? I have to say, my initial thought of good service is changing, as 5 days is actually shocking service. Not heard a dickie bird and nothing in my junk folder. This is disgraceful. Gone from a customer with a issue to a very unhappy disgruntled customer in just a few days.
Try reading the full thread and stop posting "standard responses". I have proved by one of the remote connections to my PC that i purchased the "Ultimate" edition, but the key only gives "Protection Pro". In fact, one of the responses above actually acknowledges that AVG know there is an issue with the wrong keys. Once it was shown i had purchased the Ultimate edition, surely it was simply a case of amending my account to have an ultimate key, but no. Until you resolve the key issue, you won't bother looking at the fact it's screwing up access to my NAS device and tuneup isn't free as originally reported at the start of this thread. On receipt of my refund from Amazom, AVG will be uninstalled for ever and replaced by Kaspersky. How foolish of me to think that AVG had changed over the past few years.
Personally, finding this a nightmare, especially as the support contact details are crap. You can't email and when you try chat, you just get a loading icon on a page doing bugger all. If any one has a direct email for support, please let me know. This is what i asked and if someone can help, it will be much appreciated, as AVG Support don't seem to want to know of problems it seems :
AVG Ultimate I was led to believe would give me access to all the tools, including PC TuneUp.
However, having run TuneUp once, it now says it has expired and I need to purchase the PRO version to do anything.
I've also tried installing Antivirus for the Android on my phone and again, it says I've got to pay for the PRO version on top of what I have already paid.
To add to my issues, whenever I try to access files on my internal network ( 192.168.1.80 for my NAS ), it causes me allsorts of problems such as the mapped drives no longer being available which upsets Windows Explorer.
The firewall is set to interactive, so I can see what it's doing, and file & printers enabled.
I purchased the Ultimate version to put on my devices, moving away from Kaspersky, but so far, I'm not very happy with what I seem to have got, basically, not what I was believed to get :-
•All-in-one antivirus, privacy, & tuneup for UNLIMITED devices. Includes:
•Unlimited Downloads of AVG Internet Security for Windows & AVG PC TuneUp for Windows
•Unlimited Downloads of AntiVirus PRO for Android & AVG Cleaner for Android
•Unlimited Downloads of AVG AntiVirus for Mac & AVG Cleaner for Mac
•Unlimited Downloads of AVG Zen
•Cover your entire family on PC, Mac, & Android at no extra cost
•Remotely manage them all from your PC or mobile
•Stay up-to-date with automatic security updates
•Get automatic cleaning updates for maximum tuning
This is all very frustrating and not a good experience.
Please help me sort out the issues, as at no point prior to purchasing this, was I advised that I would have to pay extra to run the tools during the subscription process.
That's it, i've had enough. 1 week and no actual support given to address the problems i'm having and still not got the Ultimate product i purchased and proved i had purchased. Time to go back to Kaspersky and ditch this. Support is an indicator of what the company things about its customers, and frankly, the message i'm getting is that they don't give a dam about the customer.
Appreciate the remote assistance yesterday, just waiting on it being escalated as the key with my Ultimate package apparently is only for Protection Pro. The technician took proof that it was Ultimate i purchased. Nearly 24 hours have passed, so hopefully i'll have further contact soon.
Hello Sean,
We apologize for the inconvenience caused. To assist you further by verifying your product details and to resolve the issue, I request you to follow the instructions in the email I have just sent to your email address. The email instructions will help you to get additional support from our senior technicians. Thank you.
Hello Sean,
We are sorry for the delay in responding and we apologize for the inconvenience caused earlier. I just checked that the license issue has been resolved by the 'Sales' department and I can see that you were recently contacted by them via email. Could you please confirm if you have received the confirmation email? Thank you.
Sean,
We apologize for the inconvenience caused.
We understand how frustrating it is to have to go through this and we regret the inconvenience that it has caused.
But from our end, we have escalated this issue with "HIGH PRIORITY" and our Sales team is working in it. They will resolve your issue regarding your "AVG Ultimate" product and email you with the activation procedure.
Your patience is much appreciated.
Thank you for your understanding.
That's it, i've had enough. 1 week and no actual support given to address the problems i'm having and still not got the Ultimate product i purchased and proved i had purchased. Time to go back to Kaspersky and ditch this. Support is an indicator of what the company things about its customers, and frankly, the message i'm getting is that they don't give a dam about the customer.
Hello Sean,
We can understand your situation but since the issue is with the multidevice product it can be resolved only by the senior level team of Sales, so it will take some time for them to fix this issue. Your patience is much appreciated.
They will start communicating to you via email, so please keep checking for the email on spam or junk folders if it is not present in the inbox.
Thank you.
I did receive the email, but as previously advised prior to receiving this email, i was not happy by the service received and the product has been returned to the reseller. Once i get my refund, i will uninstall AVG and purchsae Kaspersky again. Apart from the licence issue, none of the problems i raised were addressed and as such, my frustration with the software and the support made up my mind. In my opinion, the issue could have been resolved within a few days, once i proved the version i purchased, but even while i had the lower licence key, the problems i reported regarding my NAS etc… should have been resolved, but they weren't even bothered with, so afraid my opinion / experience was negative.
Hello Sean,
We are very sorry to hear this from you. AVG carefully monitors the quality of our products and the service we provide, therefore all feedback from our customers is important to us. Please share your valuable feedback via the form http://www.avg.com/us-en/product-feedback .Thank you.
Too little, too late. It was escalated a week ago and bugger all done since. Sorry, can't recommend AVG.
Hello Sean,
We apologize for the inconvenience caused. To assist you further by verifying your product details and to resolve the issue, I request you to follow the instructions in the email I have just sent to your email address. The email instructions will help you to get additional support from our senior technicians. Thank you.
Hello Sean,
We apologize if an AVG did not meet your expectations. Our main goal is to keep our customers happy.
We have escalated this issue with high priority to our senior level Sales team. We assure that this issue will get resolves at "High priority" as soon as possible.
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, we would appreciate hearing about it.
Please feel free to get back to us for further assistance.
Thank you.
Sean,
Thank you for your feedback.
We will take this as serious and improve our service.
Hello Sean,
We apologize if an AVG product did not meet your expectations. 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, we would appreciate hearing about it.
Thank you.
This is the only place you get a quick response. I was told on Saturday it would be only a couple of days and to check my emails 2-3 times a day, so not holding my breath, meanwhile my remaining days of cover dwindle for a product that wasn't as sold, i.e. I purchased Ultimate and get Protection Pro instead, meaning i've got to pay more to use TuneUp after the 1st free day. Should have stayed with Kaspersky, at least i know where i stood with that.
Ok, but if that was the case, then a quicker solution to an obvious initial problem should have been forthcoming, rather than dragging it out with no contact other than the quick responses to my post. First impressions count and on this occassion, first impressions weren't very good at all. Internet/Email security is important these days, so to leave it so long, just isn't acceptable and not addressing my actual problem was disgraceful.
Hello Sean,
Sorry to know that we didn't meet your expectation in support. We will take this as a serious note and will improve our support. Also we request you to submit the feedback through the link provided before.