27 October 2012, approx 7:30pm: I contacted AVG on their freephone number (08001071120). I needed to renew my AVG License and also reduce it from 3 computers to 2 computers. The guy I spoke to reduced the amount of computers and asked if I wished to renew for 1 year or 2 years. For ease I opted for 2 computers, 2years security at a cost of £59.99. The guy took my card details, confirmed that my payment had been accepted and that my renewal AVG license number would be emailed to me within 15 mins. What an easy process I thought. How wrong could I be!
27 October 2012 - approximately 10:30pm: I still had no email confirming my renewal and license number. I then contacted via web chat, AVG. I explained the situation and asked them to provide me with my renewal license details. They proceeded to tell me that they had not processed my order yet they had taken payment. As you can imagine I was not impressed.
I asked the customer service person what could be done. He told me that my case would be referred to another department but it would take them 3 days to get back to me to start resolving the problem. My AVG runs out in 2 days so I do not have 3 days to wait for a team to start resolving my issue. I asked the AVG customer support guy for the details of the department that he was sending my case to - he refused to give me any details. I then asked him for the complaints department details and he said they didnt exist. I then said that complaints must be dealt with by someone and he said that they were but he couldnt give me details of where to send in a complaint. I was then told by this guy to use the Free edition of AVG while my case is resolved. So I am supposed to pay £59.99 and then have to use the free version becuase of their incompetence to process my order and give me a license key??? I dont think so!
The whole customer service experience with AVG has been unacceptable from the start! I would not recommend anyone to use their company at all!