Hello Bryon.
It is indeed disappointing when you have to contact us multiple times about the same issue but I’ll find the quickest way to get this resolved for you at the earliest. Please follow the steps below to fix the issue that you face.
I request you to click this link
http://www.avg.com/ww-en/redir?url=http%3A%2F%2Fdownload.avg.com%2Ffiledir%2Futil%2FAVG_Remover.exe&urlSec=UhT%2BBzZUdTGTfMN%2BMUDefLYjJIc5sr9PT4gwqqdOZLdqTfL1KgHh6k4Nsq3ZpPAN%2FWp9nmon7o%2BnrfxaAPzsIptQIlunFYQBgQKFnrQcCG2PUJLhfywLrIMdkpGr%2Bp%2B6
to download and run the AVG Remover tool.
Please select the AVG products which are shown in the remover tool window and then start removal process.
After the remover tool process is successfully finished, restart your pc.
After the restart, manually delete the AVG Remover folder in the C drive of Mycomputer.
Reinstall your products after that and you will be absolutely fine.
Thank you.
I've had no response to my complaint #02336731
Hello Bryon,
You can find answer to your question together with your another post here https://support.avg.com/answers?id=906b00000008pjFAAQ .
Please try keep whole conversation in one question/thread to speed up resolution.
Thank you.
This does not resolve my issue of not receiving a valid KEY for the Internet Security product that I paid for
See the following transcript from October 20, 2015;
Jennifer (20/10/2015, 18:17:13): Hello, my name is Jennifer. Welcome to AVG Customer Care.
Jennifer (20/10/2015, 18:17:39): Hi Bryon.
Jennifer (20/10/2015, 18:17:45): How may I help you today?
Me (20/10/2015, 18:19:51): I have just renewed my Internet Security & Tuneup licences, as per the emails I received in response, but it would appear, from my account, that AVG's system has given me two Tuneup licences in error
Is there an email address to which I can forward these supporting documentation?
Jennifer (20/10/2015, 18:20:14): Upon checking your account, yes you have AVG Internet Security and 2 AVG PC Tune Up. And you also have active automatic renewal on it as well.
Jennifer (20/10/2015, 18:20:28): Don't worry I am here to help you.
Me (20/10/2015, 18:21:14): But my Internet Security licences expires Nov 4th, This was one that I was renewing
Jennifer (20/10/2015, 18:21:20): Your AVG Internet Security will expire on 2015.11.4.
Jennifer (20/10/2015, 18:21:38): Don't worry, if you will renew it on our end today, we will give you 15% discount for that.
Me (20/10/2015, 18:22:18): How much is that in total?
I don't need 4 Tuneup licences
Jennifer (20/10/2015, 18:22:46): Let me check the price with 15% discount for your AVG Internet Security for two computers.
Jennifer (20/10/2015, 18:23:09): Don't worry I can give you the link to file for refund request for your other AVG PC Tune Up.
Me (20/10/2015, 18:23:13): I was renewing in response to email received from AVG
Me (20/10/2015, 18:23:46): How much would the automatic renewal for Tuneup have been?
Jennifer (20/10/2015, 18:24:24): AVG Internet Security (2 computers)for one year subscription it would cost you for only A$67.99 and for two year it's A$101.99. Which do you prefer?
Jennifer (20/10/2015, 18:24:56): Oh I see. Don't worry we will sort this things out for your AVG PC Tune Up.
Jennifer (20/10/2015, 18:25:32): For your AVG PC Tune Up that was auto renewed A$101.99.
Me (20/10/2015, 18:25:33): I have already paid the $101.99, as per invoice #3002512943
Jennifer (20/10/2015, 18:26:03): Today.
Me (20/10/2015, 18:27:02): I paid $79.99, as per invoice #3002512949, for 2 Tuneup licences
Jennifer (20/10/2015, 18:27:42): that invoice you gave me is for the renewal of your AVG PC TuneUp (2 computers)
Me (20/10/2015, 18:27:47): I did this online, not automatically
Jennifer (20/10/2015, 18:28:20): You did not know that you have automatic renewal active on your other AVG PC Tune Up. And you purchased AVG PC TuneUp (1 computer) today.
Jennifer (20/10/2015, 18:28:38): Instead of renewing your current AVG PC Tune Up License Number.
Jennifer (20/10/2015, 18:28:57): Bryon, let me set an expectation that should you purchase any products online (Renewal/First Purchase) the account will be set for auto-renewal and you have the option to remove it after the purchase.
Jennifer (20/10/2015, 18:29:56): Don't worry I can give you the link to file for refund request to your AVG PC Tune Up
Jennifer (20/10/2015, 18:29:58): www.avg.com/billing
Jennifer (20/10/2015, 18:30:40): You may need to enter your Order Reference number or License Number for your AVG PC Tune Up that you want to refund.
Jennifer (20/10/2015, 18:31:09): After you file refund request today. Our refund team will contact you through your registered e-mail address regarding your refund.
Me (20/10/2015, 18:32:59): Invoice #3002512943 states that it is for Internet Security
Invoice #3002512949, for Tuneup
Do I request the refund on both, or just Invoice #3002512949, for Tuneup
Jennifer (20/10/2015, 18:33:51): For one AVG PC Tune Up only.
Jennifer (20/10/2015, 18:34:02): For your have AVG PC Tune Up for one computer that you purchased today.
Me (20/10/2015, 18:34:28): Even though the invoice states Internet Security?
Jennifer (20/10/2015, 18:35:26): Let me check the other Invoice on our end.
Jennifer (20/10/2015, 18:36:13): Both invoice you provide are for AVG PC Tune Up and none for your AVG Internet Security.
Jennifer (20/10/2015, 18:36:34): Did you check both Invoice and is there AVG Internet Security shows there?
Jennifer (20/10/2015, 18:36:49): For on our end, we only see both AVG PC Tune Up.
Jennifer (20/10/2015, 18:37:16): automatic renewal on your AVG Internet Security.
Me (20/10/2015, 18:38:07): That's not what the invoices says
What if I have used the wrong key to register my Tuneup?
Jennifer (20/10/2015, 18:38:50): If you have the invoice that shows AVG Internet Security on your end. Kindly send it to the e-mail that I will send you for us to check on our end.
Me (20/10/2015, 18:39:20): Ok, thanks
Jennifer (20/10/2015, 18:39:30): No worries.
Jennifer (20/10/2015, 18:39:36): One moment please.
Jennifer (20/10/2015, 18:40:18): Kindly check your inbox together with your spam/junk mail.
Jennifer (20/10/2015, 18:40:24): I already sent you an e-mail.
Jennifer (20/10/2015, 18:40:34): Please attach and send it to us.
Jennifer (20/10/2015, 18:40:39): I will wait for it.
Jennifer (20/10/2015, 18:40:48): Thank you for your patience Bryon.
Me (20/10/2015, 18:41:50): The email has been sent
Jennifer (20/10/2015, 18:43:25): Thank you let me check it for you.
Me (20/10/2015, 18:43:35): Ok
Me (20/10/2015, 18:45:09): Maybe reverse both invoices, and allow the automatic renewal to occur, as I was unaware that this would happen. The email that I was receiving from AVG led me to believe that I needed to enact the renewal
Jennifer (20/10/2015, 18:47:00): Thank you for waiting and I apologize for the long wait…"
Jennifer (20/10/2015, 18:47:48): I saw the Invoice you sent.
Jennifer (20/10/2015, 18:47:54): I do apologize for the inconvenience.
Me (20/10/2015, 18:48:15): What I wanted was to renew both Internet Security & Tuneup for 2 years on 2 computers
Jennifer (20/10/2015, 18:48:25): I will escalate this to our Higher Department and they will contact you as soon as they receive your concern.
Jennifer (20/10/2015, 18:48:34): Yes I do understand.
Me (20/10/2015, 18:48:49): Thanks
Jennifer (20/10/2015, 18:49:13): I saw the first invoice for AVG Internet Security for two computers for two year subscription
Me (20/10/2015, 18:49:58): I think that I have used the key for the Tuneup licence on the installation on my PC
Jennifer (20/10/2015, 18:50:03): For your second Order Reference Number 701-0355156
Jennifer (20/10/2015, 18:50:12): This is for your AVG PC Tune Up for one computer.
Jennifer (20/10/2015, 18:50:31): Oh okay.
Jennifer (20/10/2015, 18:52:53): Don't worry it's okay.
Jennifer (20/10/2015, 18:53:55): For clarification, You purchased AVG PC Tune Up for one computer for two year subscription.
Jennifer (20/10/2015, 18:54:24): And you renewed your AVG Internet Security for two computer for two year subscription, am I correct?
Me (20/10/2015, 18:54:52): Inadvertently, as I don't remember being able to select 2 computers
And correct
Me (20/10/2015, 18:55:16): What I wanted was to renew both Internet Security & Tuneup for 2 years on 2 computers
Jennifer (20/10/2015, 18:55:25): Yes that is what you really want.
Me (20/10/2015, 18:55:36): Correct
Jennifer (20/10/2015, 18:55:50): This is what I saw in your account on our system.
Me (20/10/2015, 18:56:53): I'll wait for your response before requesting a refund, then?
Jennifer (20/10/2015, 18:57:25): AVG PC TuneUp (1 computer) that will expire on 2017.10.20 with active automatic renewal on it, AVG PC TuneUp (2 computers) that will expire on 2017.11.4 with active automatic renewal on it and your AVG Internet Security (2 computers) that will expire on 2015.11.4 with no active automatic renewal on it.
Jennifer (20/10/2015, 18:57:52): Sure. Kindly wait for our Higher Department response through your e-mail address.
Me (20/10/2015, 18:58:14): I don't need Tuneup on 3 computers, just 2
Jennifer (20/10/2015, 18:58:20): But you sent me the Invoice with AVG Internet Security for two computers for two year subscription.
Jennifer (20/10/2015, 18:58:28): That we will investigate on our end.
Jennifer (20/10/2015, 18:58:37): Don't worry, I will keep my eye on this.
Jennifer (20/10/2015, 18:58:44): Is there anything else I can assist you with?
Me (20/10/2015, 18:58:52): Ok, I'll wait for your response
Thanks, Jennifer
Jennifer (20/10/2015, 18:59:17): You are most welcome. Again, I do apologize for the inconvenience, Bryon.
Jennifer (20/10/2015, 18:59:22): Thank you for your patient.
Jennifer (20/10/2015, 18:59:26): *patience
Jennifer (20/10/2015, 19:00:01): I will give you also our free technical support just in case you needed further assistance for your AVG Products installation.
Jennifer (20/10/2015, 19:00:10): AU 61 2 8103 4937
Jennifer (20/10/2015, 19:00:17): https://support.avg.com/support_contact_form
Me (20/10/2015, 19:00:27): Thanks again
Jennifer (20/10/2015, 19:00:33): Would there be anything else that I can help you with, Bryon?
Jennifer (20/10/2015, 19:00:36): No worries.
Me (20/10/2015, 19:00:46): No, thanks
Jennifer (20/10/2015, 19:00:59): No worries. In case that you need help in the future, don’t hesitate to contact us again. We are open 24/7.
Jennifer (20/10/2015, 19:01:03): Thank you for contacting AVG Sales Support. It’s a pleasure assisting you today. Have a nice day.
Jennifer (20/10/2015, 19:01:08): Bye for now Bryon.
If a resolution is not forthcoming, I will be requesting a credit for the payment(s) that have been made, and sourcing alternative protection
Regards
Bryon
Hello Bryon.
It is indeed disappointing when you have to contact us multiple times about the same issue but I’ll find the quickest way to get this resolved for you at the earliest. Please follow the steps below to fix the issue that you face.
I request you to click this link
http://www.avg.com/ww-en/redir?url=http%3A%2F%2Fdownload.avg.com%2Ffiledir%2Futil%2FAVG_Remover.exe&urlSec=UhT%2BBzZUdTGTfMN%2BMUDefLYjJIc5sr9PT4gwqqdOZLdqTfL1KgHh6k4Nsq3ZpPAN%2FWp9nmon7o%2BnrfxaAPzsIptQIlunFYQBgQKFnrQcCG2PUJLhfywLrIMdkpGr%2Bp%2B6
to download and run the AVG Remover tool.
Please select the AVG products which are shown in the remover tool window and then start removal process.
After the remover tool process is successfully finished, restart your pc.
After the restart, manually delete the AVG Remover folder in the C drive of Mycomputer.
Reinstall your products after that and you will be absolutely fine.
Thank you.