Lenght of time to receive replies and refund

General discussion
7

Hi Akash

I finally received an email from the Esculation team. I am now so angry with AVG it is unbelievable. In this email they said they are finally starting to process a refund of my £20.99. I have NEVER paid an invoice in £'s and NEVER had an invoice from AVG for £20.99. I even attached downloaded invoices from the My Account section of AVG to help with the process. The invoices were for AUD$77.99 and AUD $102.99. How is it possible that such a large company get things so unbelievably wrong for so long!! I have waited so long to get this refund and I can not accept that such a large company can have the worst customer service and support I have ever experienced. To make matters worse it is impossible to actually get anyone to take responsibility for this. I want to make a senior manager aware of the trouble I gave experienced but keep getting ignored by the members if the Esculation team. There must be someone in charge if this team with whom I can speak with to lodge a formal complaint about the service and treatment I have received and am still receiving. Regards Murray

6

Hello Murray,

This isn't the experience we want you to have and I apologize for the inconvenience caused.

I have forwarded the case to senior team for getting suggestion.
Please keep checking this post to know about the status.
Your patience is much appreciated.

1

After paying for the best protection possible my son's laptop was badly affected with 21 viruses. It will cost nearly $400 to get it repaired. AVG accepts no responsibility and refuses to help. My issue was then sent to the Esculation team. Eventually after 5 months they offered free subscriptions or a full refund. I have sent multiple emails to Miroslav Rotrekl and had multiple online chats since November 25th regarding my refund and have been told every time my case was marked high priority but as yet no one has even bothered to reply. However, I have received multiple emails telling me my subscriptions were about to expire and now have expired. Has anyone got any suggestions as to how to get AVG to improve their appalling customer service or how to actually bypass the Esculation team to someone higher, which this department has refused my request for?

2

Hi Murray,
Thank you for being patient.
I would like to inform you that your Refund case has been escalated to the Highest Concerned Team and they are discussing about the issue as the Order was placed more than a year ago. I request you to wait for their reply with further details regarding the Refund.

3

AVG has been fine for myself, but your problem is concerning. I am bothered by the contant popups in the program and scans that advertises other AVG products. When paying for a program, one should not have to see ads everytime one uses such. I am thinking of finally divoricing from AVG for this reason, when my subscription expires next year.  The program has worked well for me, but I also employ malwarebytes. WD

5

Murray,

I am very sorry for such destabilizing encounters you have been faced with. I have forwarded this to our senior-level Refund team and they will get back to you via email.

4

Hello Murray,

This isn't the experience we want you to have and I apologize for the inconvenience caused.

I have forwarded the case to senior team for getting suggestion.
Please keep checking this post to know about the status.
Your patience is much appreciated.