AVG Support Community
Share tips and solutions on AVG Products
Community topics
AllAVG Gurus
These community experts are here to help
-
Alan Binch
-
Borislav Angelov
-
Vladimir Bartl
-
Subhadeep Kanungo
-
Miloslav Serba
AVG Customer Care
I recently renewed my Pro Tune @ $33.99 and Anti Virus @ 33.99 Plus I perchet an AVG recovery disk @ 6.99. In doing so AVG charge my bank account 33.99 X 2 and 40.98 x1 . The next day I contack AVG about the over charge. After spending 20 min with the first individual I demanded a supervisor. 45 min later I'm am lead to believe it's taken care of. 5 days go by and My bank account has not been made whole. I call and go through the exact same thing with a promise of a callback within 24 hrs . After the 24 hrs have com and gone I start a full cancellation request which goes as the following.
Hello JAMES,
Thank you for contacting AVG Customer Care. I am Kristyna and I’m here to help you.
Thank you for contacting AVG Customer Care. I am Kristyna and I’m here to help you.
We acknowledge your request and confirm your right for a refund of your purchase of PC TuneUp, order 704-0061758.
However, if I may, I would like to help you to resolve your issue, so that you can continue to use your AVG.
I would like to offer you an exchange for AntiVirus, merge it with your current license and give you additional 6 months for free.
Please just reply to this email and let me know which option is preferable to you.
I’m looking forward to hearing from you.
Best regards,
Kristyna Hruskova
AVG Customer Care
Kristyna Hruskova
AVG Customer Care
I'm not clear what your saying. As you see I renewed my membership for 1 year on Antivirus and tune up @ 33.99 each plus I purchased 1 recovery disk @ 6.99. You charge my account 33.99 X 2 plus 40.99 X1 consequently over charging me 33.99. If I understand what you are proposing is giving me 6 months in exchange for the 33.99 you over charge me and calling it good?
If in fact that's your remedy I will expect a full refund and we can call our 5 year relationship over.
James G. Rumsey
On Tuesday, December 15, 2015 12:59 AM, "support@help.avg.com" <support@help.avg.com> wrote:
Hello JAMES,Under you AVG account are 2 charges both renewals. One for Antivirus for 40.98 (together with a disc) and the other for PC TuneUp for 33.99.
I see no other charge.Best regards,
Kristyna Hruskova
AVG Customer Care
Hello James,
I have found the order for AntiVirus - there was a double renewal.
We would like to inform you that the refund of your order (Ref. No. 704-0061758) is in progress.
We have processed your refund in our database, however it may take 5 to 10 business days for this to be displayed on your billing statement. This is due to the length of time taken for the banks to handle the refund request.
Best regards,
Kristyna Hruskova
AVG Customer Care
--------------- Original Message ---------------
From: James Rumsey [jgrumsey1259@yahoo.com]
Sent: 12/16/2015 9:02 AM
To: support@help.avg.com
Subject: Re: AVG refund request - Case #02598030 [ ]
Kristyna Hruskova
AVG Customer Care
Hello JAMES,
Full refund would be for 3 different orders. This is for the one which was renewed twice as I said in the previous email. So the refund is for 33.99.
Best regards,
Kristyna Hruskova
AVG Customer Care
--------------- Original Message ---------------
From: James Rumsey [jgrumsey1259@yahoo.com]
Sent: 12/16/2015 9:02 AM
To: support@help.avg.com
Subject: Re: AVG refund request - Case #02598030 [ ]
Clarify refund $33.99 or A full refund $108.98 ? After all this I'm not sure we can do business.
To
jgrumsey1259@yahoo.com
Today at 5:04 AM
Hello JAMES,
Full refund would be for 3 different orders. This is for the one which was renewed twice as I said in the previous email. So the refund is for 33.99.
Best regards,
Kristyna Hruskova
AVG Customer Care
So I ask you all is this acceptable ? She even took away the 6 months She presented in her earlier offer. I love the product but hate the treatment
Sorry for the inconvenience caused. Upon checking your case record, I see that you have applied for the refund and the case reference is 02568432 and the case has got escalated to higher level team and they will analyze it and will reply back to you via email. Your patience is much appreciated. If you need any information, regarding this, please contact our sales support via https://support.avg.com/support_sales?l= .
Please feel free to contact us should you need any assistance.
]
Operation:
Obtain a callable interface for this provider
List interfaces for all providers supporting this context
Query Shadow Copies
Context:
Provider ID: {b5946137-7b9f-4925-af80-51abd60b20d5}
Class ID: {65ee1dba-8ff4-4a58-ac1c-3470ee2f376a}
Snapshot Context: 13
Snapshot Context: 13
Execution Context: CoordinatorVolume Shadow Copy Service information: The COM Server with CLSID {65ee1dba-8ff4-4a58-ac1c-3470ee2f376a} and name SW_PROV cannot be started. [0x80070422, The service cannot be started, either because it is disabled or because it has no enabled devices associated with it.
]
Operation:
Obtain a callable interface for this provider
List interfaces for all providers supporting this context
Query Shadow Copies
Context:
Provider ID: {b5946137-7b9f-4925-af80-51abd60b20d5}
Class ID: {65ee1dba-8ff4-4a58-ac1c-3470ee2f376a}
Snapshot Context: 13
Snapshot Context: 13
Execution Context: Coordinator
PC Tune up did not even regaster the event
James G. Rumsey So I finally Called support for the First time after exhausting all my own resources only the have the rudest conversation with a supervisor. The Man was rude I tried to disconnect on my I phone only the have him say he was going nowhere. He literally lock my phone so I could not hang up. I will not be renewing my subscription with AVG do to the ASS that called him self A CUSTOMER SERVICE SUPERVISOR. In my opinion he has no bissness talking to anything with a heartbeat.
If you record the interaction between your Associates and your Customers I would encourage you to review it.
Please accept our sincere and unreserved apology for any inconvenience this may have caused you. Please be informed that when you try to enable your Windows Firewall in Internet Explorer 9, you receive the following error message: "0x80070422"
Please visit the following link to know more about the error message and on how to overcome it : https://support.microsoft.com/en-us/kb/2617842
Regarding your refund issue our refund T3 team has provided you with the refund only for the PC TuneUp program. If you wish to apply for the refund for the each individual product please follow the instructions on the article http://avgclick.me/AVGRefundPolicy to do so. Please feel free to contact us for further assistance.
Thank you.
We acknowledge your refund request. Please write your query with your own post. So, we will check your account and help you with it.