AVG A-S support experience

Discussion in 'ewido anti-spyware forum' started by lordpake, Oct 14, 2008.

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  1. lordpake

    lordpake Registered Member

    Joined:
    Aug 7, 2004
    Posts:
    563
    Location:
    Helsinki ~ European Union
    Earlier this week I approached customer support, because of yet another longish 'update failure'.

    I followed the old steps, through the interface to AVG support pages where I was asked to submit license information which then allowed me to proceed.

    However the product page then "identifies" my product as Anti-Virus (?), as undaunted as I can be I just shrugged this off as some silly bug in the system and proceeded. I did my best to supply all relevant information and specified I am using the A-S.


    The reply I got from support was surprising to say the least. It was apparently your usual canned response to some random tard who dares to approach support.

    First of all, I was told I was using obsolete product ... Well, duh I have the last version of A-S.

    Secondly, I was told I can run only one internet security product at one time ^^ Really? I never considered A-S as internet security product. Besides that, the reply wants me to uninstall KIS :D

    I'm sorry boys and girls at Grisoft, if something is leaving my system it will be your product.


    All in all, that reply I got was quite something. Not a word about my issue, instead "you're using old software, please remove competitor and install our new wonderful suite".


    Since I have a valid license and updates are still trickling in, is it wrong to expect actual support/service?


    In the meanwhile the actual issue is no more :) Once again it seems to have resolved by itself.
     
  2. vinzenz.ewido

    vinzenz.ewido former ewido team

    Joined:
    Dec 9, 2005
    Posts:
    425
    Location:
    Brno, Czech Republic

    I'm sorry to hear that you feel a bad experience with our support. The AVG Anti-Spyware might be the latest version, but it's like the support person mentioned it's considered to be obsolete and support for it will be discontinued by the end of the year. AVG Anti-Spyware's technology has been merged into the AVG AntiVirus, AVG AntiVirus plus Firewall and AVG Internet Security products.

    The update failure actually has been on our servers and wasn't a client issue. This has been resolved.

    We're sorry for the inconvenience.

    Regards,
    Vinzenz
     
  3. stapp

    stapp Global Moderator

    Joined:
    Jan 12, 2006
    Posts:
    7,299
    Location:
    England
    With all due respect vinzenz paying users of this software, of which I am one, paid not only for auto updates but also for tech support.

    We are well aware that it is soon to be discontinued, but do expect our calls for support (for which we have paid) to be treated in a professional and helpful manner.

    What a sad end for this software, what a shambles.
     
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