The second email that was sent, with the step-by-step instructions to completely clean my computer of AVG files/folders and then reinstalling the software did not work. Still shows the free version. Since all these steps, over the past week or so, have not worked, I am going to attempt to return this product and purchase a different software. I believe these issues should be addressed in future patches or versions. The software should not be this difficult to work. I've never had a problem like this before with any software and it is pretty frustrating, as I am sure it is for you all. I appreciate your quick responses, which was very nice. I know the problems are not your fault, but those that design the software should look into these issues and assure they work, before selling them. Again, thank you for all your quick responses.
Original Email:
Hello John,
We certainly understand your hesitation to have a remote support. We are sure that you have followed all the steps in the logical order to install your AVG but the issue persist. So to check what has gone wrong and assist you quickly, please take advantage of our remote support.
We use a secure desktop remote tool through which we can securely access your computer and perform the necessary tasks to fix the issue. You can see our live session and chat with the customer service representative. If you feel your privacy is being compromised, please feel free to revoke the remote desktop permission at any point of time by just clicking "X" mark in the right top corner of the chat window.
John,
We appreciate your efforts, we apologize for the difficulties. Make sure that the email address you have registered with AVG and included in AVG Zen interface are both. Then we request you to reactivate your AVG Zen dashboard to resolve the issue.
1. We request you to open your AVG Zen and click on your email address that is displayed on the top right corner of your Zen and select the option as log out as admin.
2. Then click on the same place where you had the email address and select the option as "Leave this Zen network" and confirm it by clicking ok.
3. Again click on the same place and select the option as "Connect to an existing Zen network" and please enter your username and password correctly then you will get pro version installed on it. If not restart your PC once and check for the results.
Let us know if you face any difficulties, thank you.
Hello John,
Since you have tried with all the basic troubleshooting steps we request you to get connected to our technician using the instructions provided on our email so that they could assist you better by analyzing the issue manually.
Thank you.
Hello John,
We apologize to hear about the inconvenience caused. We have sent you an email instruction to get connected with our technical support team. Please follow those instructions to get in touch with them and you should be able to resolve your issue. Thank you.
John,
We appreciate your efforts, we apologize for the difficulties. Make sure that the email address you have registered with AVG and included in AVG Zen interface are both. Then we request you to reactivate your AVG Zen dashboard to resolve the issue.
1. We request you to open your AVG Zen and click on your email address that is displayed on the top right corner of your Zen and select the option as log out as admin.
2. Then click on the same place where you had the email address and select the option as "Leave this Zen network" and confirm it by clicking ok.
3. Again click on the same place and select the option as "Connect to an existing Zen network" and please enter your username and password correctly then you will get pro version installed on it. If not restart your PC once and check for the results.
Let us know if you face any difficulties, thank you.
I recently purchased AVG Internet Security. I followed the instructions; go to www.avg.com/retail, entered the activation code and downloaded the software. It only gave me virus protection free. Logging into my account and going to order history, it doesn't show my internet security. When I try and do it all again, it says my account has already activated this product. I have logged into my account through the software, as well. Shows my email address on the Zen software. Everything on my account shows just the free software. So, what now? It is a PC running Win 7.
Hello John,
We apologize to hear about the inconvenience caused. We have sent you an email instruction to get connected with our technical support team. Please follow those instructions to get in touch with them and you should be able to resolve your issue. Thank you.
John,
Thank you for your better understanding, we feel sorry to lose one of our valuable customer. Our developers will work and fix the issue as soon as possible. Awaiting your return, thank you!
Hello John,
Please accept our sincere and unreserved apology if an AVG product did not meet your expectations. Our main goal is to keep our customers happy. We kindly request you to send us the diagnostic information through the last email sent from our end so that we could analyze the issue more better.
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 Product Feedback form : http://avgclick.me/AVGfeedback , we would appreciate hearing about it.
Thank you.
Hello John,
Since you have tried with all the basic troubleshooting steps we request you to get connected to our technician using the instructions provided on our email so that they could assist you better by analyzing the issue manually.
Thank you.
Can you let me know the steps that the remote support would go through and I can perform those steps? I cannot have an unknown person remotely connect to my PC. I can go through the steps that the remote connection person would do, if you give me a list of steps they would go through. As you can see, from the screen shots, I have the correct software that was downloaded and installed. The software shows I have logged in, but is still the free version. I also have shown, from the AVG webpage, that I have the internet security purchased and is good till the end of next year.
Thank you for your understanding in this matter.
Which email are you refering to? I have multiply emails from AVG now. Is this for the remote access? Again, I will not be able to do the remote access. That access is restricted on this network. Will they be able to email/message me the steps they would go through and I can do them?
Thank you for your quick response
John, For your info, just in case that you are unaware, you can post the screenshot (http://avgclick.me/getscreenshot) here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.
AVG Guru