Complaint Review: Avast Total Support - Internet

Avast Total Support is a rip-off.  They get their money and will not return it - even if the problem is with THEIR software (in this case, Avast Internet Security 2015).

On 12/12/14, I contacted Avast support to report two issues with Avast's Antispam and Outlook (Spam messages not being moved to the Junk folder and the "Spam" button locks up Outlook).  The phone operator told me that I needed to purchase Avast's Total Support and a technician would login and resolve the issues.  Since the problems are on multiple computers (3 that I'm aware of), I purchased the 1 year support for 4 computers for $299.

Multiple technicians attempted to fix the problems at different times and on different computers with the same issues, but were unsuccessful.  In fact, I had to fix some of what they changed so the computers would continue to work properly.

A support ticket was opened by Avast support and I had ongoing email conversations via with more than one technical representative ending up with an "engineer" by the name of Miroslav Jenšík.

At Mirosalv's direction, I changed configurations, uninstalled software, reinstalled software, provided log files, and answered all manner of questions - still no solution was found.

On 2/5/15 (note that more than a month has gone by), I received a message from Miroslav:

"Thank you for reporting this issue, I've escalated it to the development team, as it does not seem to be a known problem. It will be investigated further, and if it is proved to be caused by a bug in avast! Antivirus, the fix will be released through the regular program update.

Unfortunately I can't offer neither a temporary workaround nor the permanent fix at this time."

Also on 2/5/15, I asked if I was going to be informed as to the status of any such fix, but have received no response.

On 2/10/15 (now 2 days short of 2 months), I began investigating the possibility of a refund via Avast's website by attempting to open a "Customer Support" ticket - the Avast website wouldn't open the ticket and gave no further recourse.  So I called Total Support and explained the situation.  I was told that my account wasn't eligible for a refund but that they could set an appointment for the next day at 11:00 to have another technician look at the problem.  I reluctantly agreed.

The technician (Larry) called more than 45 minutes late but was friendly and helpful even though he was unable to resolve the problem.  Ultimately, he agreed that the problem was with the product and not my machine or configurations.  We discussed the possibility of a refund and he transferred me to someone else - I assume in billing and, unfortunately, I didn't capture his name.

We had a long conversation but we said the same things:

Me:  The only reason I purchase the Avast Total Support service was to address a problems with the Avast functionality (a configurable item).  The issue has not been resolved and members of the Avast technical staff determined that the problem is with their software.

Avast:  Since we provided maintenance service to your computers, the account isn't eligible for a refund.

Me:  Technical support dialed into my computers to further investigate  the reported issues.  All actions taken on the computers were in support of resolving the Avast problems.

Avast:  We do not guarantee success.

Me: Does Total Support provide support for the Avast product line?

Avast:  Of course we do.

Me:  The product has been declared flawed by your technical team so a refund is indicated.

Avast:  The decision has been made, the account isn't eligible for a refund.

Me:  Who made the decision?

Avast:  I did.  I've been given the authority…

Me:  Can I talk with your boss?

Avast:  There is nobody in higher authority than me regarding this matter.  The decision has been made.  Nothing you can say will change my mind.

--- The above conversation went on for a long time with both of us basically saying the same things.  In the end, I was either put on terminal hold or he muted his mike and stopped talking with me. ---

In truth, I'd rather have the software I purchased work, but to get stung for the money and STILL have non-functional software really smarts!

I advise not using Avast Total Support.  Go to Best Buy, find a knowledgeable friend, stop a stranger on the street; but don't use this service.