Just how unprofessional avast!'s customer help is
Posted: Mon Apr 20, 2015 9:15 pm
Just how unprofessional avast!'s customer help is
Post by CelticDragon on Sun Mar 02, 2014 12:26 am
Sorry guys-but I'm back with a new one.
On the 15th of last month (February 15th) I got a new video card. At the time I was running a scan every day. I woke up the next morning to my computer totally off-something I didn't have the scan set for (you can have the comp shut down after the scan). I shrugged it off, thinking it was a one-time occurrence. Well it happened the next day. So my tech guy (RoadRager1 on 800notes) said to set it to run once a week. That Monday, it was still up. Turn on the monitor and this is what I saw: postimg.org/image/7sng0x8nn/ (sorry about the poor quality of the pic-it was taken with my Samsung flip phone [no disparaging remarks please!]) Also, my comp was locked up so I had to do a hard shut down. Again I thought 'Ok, one time deal'. Happened the next week. So I messaged avast! They started out sort of helpful, then got a bit pushy:
Hello,
we are sorry for the inconvenience and we do apologize for the late response.
Unfortunately, in this case it would be indeed the best solution to properly reinstall avast! on your machine.
The whole reinstallation process takes only a couple of minutes so your machine will not be left without antivirus protection for a long time.
I don't have any other protection, so I wasn't about to uninstall and reinstall. The guy I was corresponding with is apparently Russian due to the name on the email. That was 02-22. On 02-25, I get this email (it's where they start to get pushy and first contact with the Russian):
This message concerns your ticket #(I removed it). We have not received any response back from you in 72 hours, and would like to know if you consider this issue to be resolved. If you have any further questions, simply respond to this e-mail.
My reply (yes I was a little ticked): Do I consider it resolved? Not really-you are going with the most base way by telling me to reinstall. Just a question-is that what you tell everyone that comes to you with a problem?
Here's where I start to get suspicious-on 02-27 I get this message from the Russian guy: Thank you very much for your response.
If you wouldn't like to perform the reinstallation steps, even tho that it would resolve the avast! system issue, could you please generate and send me the support package so that we could investigate the issue?
To generate the support package please follow these steps:
1) Start avast!
2) Help -> Feedback -> scroll to the GENERATE SUPPORT PACKAGE part
3) Tick BASIC INFORMATION, LOG FILES and MINIDUMPS
4) Click the GENERATE NOW button
After generating the support package, please send the generated *.zip file to me as an attachment.
(After clicking on the GENERATE NOW button, the next window will state "The package has been generated to:" and will offer the file path in a blue link.
Clicking on the blue link with the file path will open the folder with the support package from which you will be able to attach it to the email.)
Now, according to my tech guy, that would have given them everything about my comp, something I wasn't about to do. Also, I find it unprofessional that this person uses the word 'tho' instead of 'though'. Anyways, I showed the pic to RR1 and he told me what it was right away, so I messaged back: Thing is, I may have found the problem WITHOUT doing all that-I showed the picture I took of the screen and apparently your product doesn't like my new graphics card (sent a second one that I meant the graphics driver). Any ideas on that one?
Here's where the guy gets defensive and where I found out that they're COMPLETELY unwilling to admit their product is at fault-it's the wording of the email and how I read it: Thank you very much for you response.
avast! antivirus program should not be having any conflicts with your graphic card or the graphic card drivers.
If you would be certain of it tho, please try installing the newest graphic card drivers from the manufacturers website.
The driver was up-to-date and again he asks for that package. Here's my reply-by now I'm pissed: You can close the ticket because I am NOT sending you that information! And the graphics driver is UP TO DATE-I JUST GOT THE CARD!
Here's the kicker-02-28 I get this message:
This email concerns your recent ticket: Avast messing up completely
As part of our commitment to improving your customer support experience, we would like to know how you think we are doing.
You are invited to complete a short satisfaction survey consisting of just a few multiple-choice questions.
It should take you no more than a minute to complete (we promise!).
I'm sitting there staring at that and am thinking: 'after all that bullshit they want me to do a SURVEY?!'
This is what I sent back-I'm BEYOND angry at this point-they didn't help me one bit and they want me to take time to fill out a FRAKING SURVEY?! I told it to them straight and included quite the burnage at the end: You want to know how happy I was with your help?! You seem to promote your product over everything else! You're of the opinion that you product was not at fault in ANY way. So no, I was NOT satisfied at all! Here's a suggestion-GET AN AMERICAN CALL AND SERVICE CENTER!!! As for your constant asking for information, I am NOT sending the specs of MY computer to some complete stranger who can't seem to SPELL properly-which THREATENS your credibility!!! I should have stayed with Microsoft Security Essentials!
(The fact avast! is the superior product here and I'm saying I should have stayed with MSE which doesn't do much? You can't get a deeper burn than that!)
I'll close my rant here-but I am going to be looking for a new antivirus now-if anyone has any ideas, please let me know!
(Oh, and before anyone thinks to bring up AVG, just don't-had a bad experience with them on my other computer so that program's out of the question)
Post by CelticDragon on Sun Mar 02, 2014 12:26 am
Sorry guys-but I'm back with a new one.
On the 15th of last month (February 15th) I got a new video card. At the time I was running a scan every day. I woke up the next morning to my computer totally off-something I didn't have the scan set for (you can have the comp shut down after the scan). I shrugged it off, thinking it was a one-time occurrence. Well it happened the next day. So my tech guy (RoadRager1 on 800notes) said to set it to run once a week. That Monday, it was still up. Turn on the monitor and this is what I saw: postimg.org/image/7sng0x8nn/ (sorry about the poor quality of the pic-it was taken with my Samsung flip phone [no disparaging remarks please!]) Also, my comp was locked up so I had to do a hard shut down. Again I thought 'Ok, one time deal'. Happened the next week. So I messaged avast! They started out sort of helpful, then got a bit pushy:
Hello,
we are sorry for the inconvenience and we do apologize for the late response.
Unfortunately, in this case it would be indeed the best solution to properly reinstall avast! on your machine.
The whole reinstallation process takes only a couple of minutes so your machine will not be left without antivirus protection for a long time.
I don't have any other protection, so I wasn't about to uninstall and reinstall. The guy I was corresponding with is apparently Russian due to the name on the email. That was 02-22. On 02-25, I get this email (it's where they start to get pushy and first contact with the Russian):
This message concerns your ticket #(I removed it). We have not received any response back from you in 72 hours, and would like to know if you consider this issue to be resolved. If you have any further questions, simply respond to this e-mail.
My reply (yes I was a little ticked): Do I consider it resolved? Not really-you are going with the most base way by telling me to reinstall. Just a question-is that what you tell everyone that comes to you with a problem?
Here's where I start to get suspicious-on 02-27 I get this message from the Russian guy: Thank you very much for your response.
If you wouldn't like to perform the reinstallation steps, even tho that it would resolve the avast! system issue, could you please generate and send me the support package so that we could investigate the issue?
To generate the support package please follow these steps:
1) Start avast!
2) Help -> Feedback -> scroll to the GENERATE SUPPORT PACKAGE part
3) Tick BASIC INFORMATION, LOG FILES and MINIDUMPS
4) Click the GENERATE NOW button
After generating the support package, please send the generated *.zip file to me as an attachment.
(After clicking on the GENERATE NOW button, the next window will state "The package has been generated to:" and will offer the file path in a blue link.
Clicking on the blue link with the file path will open the folder with the support package from which you will be able to attach it to the email.)
Now, according to my tech guy, that would have given them everything about my comp, something I wasn't about to do. Also, I find it unprofessional that this person uses the word 'tho' instead of 'though'. Anyways, I showed the pic to RR1 and he told me what it was right away, so I messaged back: Thing is, I may have found the problem WITHOUT doing all that-I showed the picture I took of the screen and apparently your product doesn't like my new graphics card (sent a second one that I meant the graphics driver). Any ideas on that one?
Here's where the guy gets defensive and where I found out that they're COMPLETELY unwilling to admit their product is at fault-it's the wording of the email and how I read it: Thank you very much for you response.
avast! antivirus program should not be having any conflicts with your graphic card or the graphic card drivers.
If you would be certain of it tho, please try installing the newest graphic card drivers from the manufacturers website.
The driver was up-to-date and again he asks for that package. Here's my reply-by now I'm pissed: You can close the ticket because I am NOT sending you that information! And the graphics driver is UP TO DATE-I JUST GOT THE CARD!
Here's the kicker-02-28 I get this message:
This email concerns your recent ticket: Avast messing up completely
As part of our commitment to improving your customer support experience, we would like to know how you think we are doing.
You are invited to complete a short satisfaction survey consisting of just a few multiple-choice questions.
It should take you no more than a minute to complete (we promise!).
I'm sitting there staring at that and am thinking: 'after all that bullshit they want me to do a SURVEY?!'
This is what I sent back-I'm BEYOND angry at this point-they didn't help me one bit and they want me to take time to fill out a FRAKING SURVEY?! I told it to them straight and included quite the burnage at the end: You want to know how happy I was with your help?! You seem to promote your product over everything else! You're of the opinion that you product was not at fault in ANY way. So no, I was NOT satisfied at all! Here's a suggestion-GET AN AMERICAN CALL AND SERVICE CENTER!!! As for your constant asking for information, I am NOT sending the specs of MY computer to some complete stranger who can't seem to SPELL properly-which THREATENS your credibility!!! I should have stayed with Microsoft Security Essentials!
(The fact avast! is the superior product here and I'm saying I should have stayed with MSE which doesn't do much? You can't get a deeper burn than that!)
I'll close my rant here-but I am going to be looking for a new antivirus now-if anyone has any ideas, please let me know!
(Oh, and before anyone thinks to bring up AVG, just don't-had a bad experience with them on my other computer so that program's out of the question)