Does anyone know of an "ombudsman" type of person or site where I could upload my problems with Avast.
They sold me a policy to "fix anything wrong on computer". Not only do their techs not know their *** from their elbow, but their hours and hours of unsuccessful efforts have ****ed up my computer so badly I have lost valuable programs and documents.
They do not answer Certified Mail and emails, so it looks like they are blowing me off. Maybe if some entity more powerful than Consumer Sucker leans on them?
I understand such "ombudsman" or whatever you call them, do exist, so maybe you resourceful people can direct me.
On Tuesday, August 19, 2014 9:10:59 PM UTC-7, Tony Hwang wrote:
Tony, first I must apologize for being unclear about my problems with Avast. There are TWO completely separate issues.
1. When I purchased Avast virus protection, I experienced a lot of problems with the phone and on-line people about registering my purchase properly.
2. I bought a "policy" for lack of a better word, from what now appears to have been a salesman for an outside vendor. Not an uncommon phenomenon, but one which completely fooled me, since I thought I was talking to AVAST.
Salesman DID say very specifically that for $179 a year, they would take care of ANYTHING -- I emphasize ANYTHING
On Tuesday, August 19, 2014 9:10:59 PM UTC-7, Tony Hwang wrote:
Must have hit "Send"? Will watch if post shows up.
I was separating two issues that may have confused you good folks:
1. Anti-virus purchase. Bad customer service.
2. CURRENT PROBLEM: Months later, I purchased a "policy" -- for lack of a better term -- from an online salesman who promised -- his EXACT WORDS -- that for $179 per year they would fix ANYTHING -- repeat -ANYTHING
Not a policy, a package or a program. How did this initial contact
with Avast take place? Ordinarily, you just download their free
product. If you want to upgrade to the paid version, you just go to
their website and make the purchase online. I ask because I'm
wondering if you dealt with the third party company that does Avast's
phone support for them, and not Avast itself.
Efforts at what? Your lacks enough detail to make sense.
have ****ed up my computer so
Avast's own user support forums strongly discourage people from
contacting Avast's third-party phone support, because their quality of
service is so very poor. Instead, users are encouraged to seek
assistance directly from Avast and from other users via Avast's online
Any time you decide to install a piece of software, first look for and
bookmark the company's website, and also the support forums for the
product. Then, if you have questions or issues, you'll be able to
easily find where to get help.
See the Avast forum link. There are many threads where people post
issues and have Avast support directly address them.
On Wednesday, August 20, 2014 7:38:33 AM UTC-4, Moe DeLoughan wrote:
I don't know anything about Avast specifically or what this "policy"
is supposed to cover. But I would bet that if it's really a phone
support contract, that somewhere in there they say that they can't
guarantee to be able to fix everything and anything. There are some
problems that can't be figured out, identified, fixed, without
essentially starting over by re-installing the OS or "as shipped"
image. For example, a friend of mine has an issue right now where
about every 5 or 10 mins, his PC momentarily stops accepting input
from the keyboard and just sits there for 20 or 30 secs.
There is only so much anyone can do to try to resolve something like
that. You can try to go back to previous restore points, remove any
recently installed programs, etc. But that may not resolve it. Over
years, more and more software gets added, updated, removed, etc and
eventually it's not unusual for there to be some kind of issue that's
impossible to identify. To expect them to be able to fix anything is
like expecting a doctor to be able to cure any illness. On top of that,
the tech support may not be that good anyway. They may be more suited
to helping grandma find control panel.
The solution is to make sure you know where all your user files, photos,
etc are. They should be regularly backed up somewhere other than the
system hard drive. Make sure you have them backed up, make note of the
apps you have installed, then restore the PC to it's "as shipped" image.
I think the vast majority of PCs shipped today have the image right on
the hard drive, in a separate partition. They also bug you for a long time
when the PC is new to make a set of DVDs from that image so that the PC
can be restored from those, if the HD fails. Doing it from the image is
faster and easier, if the drive is still working. The help files on the PC
or googling a bit should reveal the procedure. Essentially it's pushing a
key on bootup to bring up the restore menu. Having done that, then the PC
will need to install all the updates that have come out over the years.
The whole process can take a couple of hours, but when it's done, you have
a clean PC. And people are usually shocked at how fast the PC runs,
because a lot of crap is gone. Then you have to copy back your saved user
That's a good point, and ties in with the fact that Avast is an
antivirus/antimalware package. It is not a product designed to address
other issues with one's pc. If Higgs believed that it was an inclusive
pc repair product, then either the person who sold it to Higgs lied,
or Higgs misunderstood what the product is used for.
Both true, and again, the best one can expect from the support for an
antimalware product is help getting the product to perform its
intended purpose. If there are other issues with the pc unrelated to
detecting and removing malware, Avast can't address them, and neither
will the support tech, since it is out of the product/support
Since Higgs' account is so short on details, we don't know if the
problems she was having were connected with malware/its removal, or if
they were unrelated to it. We don't know if the problems arose as a
result of an attempt by the phone support tech to do something with
her pc. We don't know if a backup was performed prior to the phone
support tech's efforts. Thus, we have no idea what was wrong, when it
went wrong, whether it was anything Avast was designed to deal with,
and if there is any backup that Higgs could restore her pc back to.
Higgs: a number of us on this forum do computer support/service work
either as a living or as a sideline. First point that is constantly
made to pc users is that data protection is primarily the user's
responsibility. It is your data. If you value it, back it up
regularly. At a minimum, set up Windows backup to create regular
backups. I'd also use external storage - a flash drive or an external
hard drive - as a secondary backup. If you find all of this too
confusing, there are subscription-based data backup and recovery
services such as Crashplan that will, once it is installed,
automatically back up your data and store it on the service company's
servers, where it is available for you not only in the event of a
computer crash/data loss, but also if you are away from your pc and
need to access anything stored on it.
Second point: don't buy or install anything on your pc - even if
somebody recommends it - until you've read up on it and understand
what it is used for and how *you* will use it. That includes reading
up on competing products that perform the same function. You will then
be armed with the knowledge you need to determine if the product will
be useful for you, and know what to expect from it.
As others have said, you don't provide any information
about exactly what you signed up for, nor about what
was wrong with your computer in the first place. Many
things are not fixable by reomte tech support. The only
links I see online are for a free "PC repair" tool. Those kinds
of tools are generally unnecessary at best. There are
hundreds available. Some people swear by many of
them, like the popular CCleaner, but if you occasionally
clear your Recycle Bin and delete TEMP files, there's
nothing else of value that those programs do. So-called
Registry cleaners are risky programs that also do nothing
worthwhile. Again, some people swear by them but the
facts just don't support that view. A Registry cleaner
removes maybe 100 or 200 outdated Registry settings
that are doing no harm. When Internet Explorer starts
up it typically makes about 5,000 calls to the Registry
in about 1 second. (You can confirm that with tools
from sysinternals.com.) The Registry is a database.
Removing perhaps .1% of the values in a database that
can handle thousands of accesses per second is clearly
not going to have any affect on performance.
But that kind of software ia appealing because
it makes people feel like they're treating their PC well --
like the satisfaction of waxing one's car.
If you really need tech support I'd suggest that you
ask around to friends and find someone local. Big
companies that do tech support (Staples, for instance)
generally just have unskilled workers who are trained
to run scripts and software, like anit-virus. Most
of what they do you can do yourself.
| Does anyone know of an "ombudsman" type of person or site where I could
upload my problems with Avast.
| They sold me a policy to "fix anything wrong on computer". Not only do
their techs not know their *** from their elbow, but their hours and hours
of unsuccessful efforts have ****ed up my computer so badly I have lost
valuable programs and documents.
| They do not answer Certified Mail and emails, so it looks like they are
blowing me off. Maybe if some entity more powerful than Consumer Sucker
leans on them?
| I understand such "ombudsman" or whatever you call them, do exist, so
maybe you resourceful people can direct me.
That should be a red flag right there. I've had several boxes that went
flaky when the video adapter started to fail. The symptoms don't necessarily
point to the card, and replacing it, while easy, isn't something they can do
over the phone.
We've had clients, supposed 'IT professionals', that have managed to fubar
systems. The last part of that acronym is 'Beyond All Repair'.
I wonder if Higgs didn't get a hold of one of those fraud
criminals that clam to be from this of that company and
charge you to fix what isn't wrong. They like camp
on type'ed phone numbers similar to legitimate companies.
The rule is that only 10% of professionals actually know what
they are doing. A good way to tell computer professionals apart
is if they are arrogant or they refuse to share information.
I tried Avast anti-virus program. It is memory hog, finding that out I
dumped it. Did not cost any $$. Worst is they try to come into your
computer with your permission of course saying they need to get in there
to fix the problem. Then god only knows what they are upto. Any thing is
fixable but it is a matter of economics. I help all my friends,
neighbors, family with their questions and issues when it comes to with
their computer of any sort. After all that was my career for ~40
years.....(in super large scale systems)
I don't believe that they sell any such product. Please cite a specific
reference to it.
There are many things that can go wrong with a computer that they
couldn't, shouldn't and wouldn't fix. It would be idiotic for a company
to make that claim.
Ya, no fooling.
I had a customer buy a custom computer from me and expected me
to warrant every screw up she did on it. I was very clear
that I only covered the hardware, not the usage. She
got pretty pissed when I insisted. Oh did she screw things up!
Some people shouldn't own computers.
Higgs! Look at an iPad. They are pretty easy to use and
pretty hard to screw up. They are great for receiving
information, but horrible for creating things. You can
get a keypad for them if you do a lot of typing.
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