Virus Removal Assurance

Hi, Lynda

Firstly we would like you applogize for the inconvenience caused so far.
This is not the experience we want you to have with the AVG or the support.
There are few preliminary checks that we need to perform before fixing the issue. 
Since there a lot to check in the PC, remote support is the best and conveient option for this. And that is why you were redirected them again. 
The remote agent would have sent you an follow up email after the remote session. 
Kindly check and reconnect to them to fix the issue immediately. 
Thanks in advance for understanding.

Am really disgusted with this, purchased it on the 6 February, tried to use the activation key and this was not recognised.  As it was not recognised followed the intrustions and clicked on the link which then took me direct to an on-screen discussion with a Technician - Akhil.  Clearly explained the issue I was having with the activation key, he asked me to wait 3 minutes, took much longer as they were busy; he came back and asked to log on to my machine, to which I agreed, believing he was going to install the software.  Instead he then proceeded to scan my files and I noted he 'immunized' several, including Adobe, Phantom Foxit PDf, etc.  I asked why he had immunized some main software programmes, he gave numbers of reading files should have and then went on to explain those he chose fell below these readings.  I queried "so they are not actually infected, you are strengthening them?"  to which he replied yes.  I work from home, used my computer for part of the day yesterday (had to attend a funeral) and discovered Adobe and Phantom was not working, I could not access any of my PDf files!  I tried phoning the support line but couldn't get through.  Had a Zoom meeting last night and couldn't get any sound, which was awful as those in the meeting could not hear me and visa versa.  Came down this morning, again tried to contact Technical Support on the telephone, got through only to be informed that I would have to pay - this was for something AVG caused!  I was not happy.  They then said they were going to put me through to the same department that cause the issue for them to rectify - I got cut off!  Luckily I asked for the phone number before this happened.  Tried phoning the number only to find it would not put me through!  I have now spent about 5 hours uninstalling software and reinstalling and trying to sort out my audio.  I know AVG modified my files because when I went into programmes it showed the dame and time they were modified and I know this is correct because I copied and saved the conversation with Akhil, the Technician.  I have used AVG for numerous years, pay for the Ultimate software and decided to add this software.  Am now feeling thoroughly disillusioned and frustrated that it's virtually impossible to get problems sorted by the company when they happen.  How many other users have experienced this?

Hi, Lynda

Firstly we would like you applogize for the inconvenience caused so far.
This is not the experience we want you to have with the AVG or the support.
There are few preliminary checks that we need to perform before fixing the issue. 
Since there a lot to check in the PC, remote support is the best and conveient option for this. And that is why you were redirected them again. 
The remote agent would have sent you an follow up email after the remote session. 
Kindly check and reconnect to them to fix the issue immediately. 
Thanks in advance for understanding.

Hi Rakshith, I copied the conversation and have printed it off, it was with Akhil, connected at 17.34 and disconnected at 18.13.  He had my email address but I received no follow up email from him?  I have spent the morning contacting Phantom Foxit PDf, whom I purchased the software from, they have kindly reinstalled it for me.  Have then got on to Realtek to downloan the driver again for my computer audio and finally have contacted Adobe and re-downloaded that; am just hoping nothing else it affected.  I did try to find someone at AVG to remedy this but was informed by your 24/7 technical Helpline that I would need to pay for it!  She was supposed to put me through, but I was then cut off.  I tried ringing again but it would not put me through?

Hi Rakshith, I copied the conversation and have printed it off, it was with Akhil, connected at 17.34 and disconnected at 18.13.  He had my email address but I received no follow up email from him?  I have spent the morning contacting Phantom Foxit, whom I purchased the software from, they have kindly reinstalled it for me.  Have then got on to Realtek to downloan the driver again for my computer audit and finally have contacted Adobe and re-downloaded that; am just hoping nothing else it affected.  I did try to find someone at AVG to remedy this but was informed by your 14/7 technical Helpline that I would need to pay for it!  She was supposed to put me through, but I was then cut off.  I tried ringing again but it would not put me through?
Please be informed that as a paid customer, you are entitled for a free support from us(AVG). 
Could you provide the number you used to contact our Team and also the reference number from the agent(s)?
I request you to check if all are fixed. 
If required, I will send you an email to for further assistance.