Report: #1038032

Complaint Review:

  • Submitted: Tue, March 26, 2013
  • Updated: Thu, March 28, 2013
  • Reported By: Dro559 — California
    United States of America

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ok so i bought a 1 year subscription to AVG's PC Tune up on Jan 6, 2013 after just 1 month the software ask me to renew. I had to contact avg via chat and this is what happen:
please note there are periods of time that take a long time in response so ya i got a little inpatient and rude.

AVG Chat Support: Welcome to AVG.
RonelM has entered.
You: hi
You: wake up
RonelM: Hi, what can I do for you?
You: im being asked to renew already why
You: i have avg tune up and i just got it not to long ago so am i getting a renew notice?
RonelM: Thank you for bringing this up to my attention. I can definitely help you with this one.
RonelM: I can help you with that. Is the email address on your account (email given) ?
You: yes
You: ??
RonelM: To better assist you I need to ask a few questions is that okay?
You: why are you taking so long in respond
You: lets go already
You: ask away
RonelM: Can you tell me exactly what AVG version installed on your computer right now?
You: pc tune up 2013
RonelM: Thank you.
You: omg..
You: please dont tell me you gonna ask me what the issues is
RonelM: I already pull up you account here in our database and your PC Tune up subscription is already expired.
You: i just got it
RonelM: If you want I can help you renew the subscription here on my end.
You: where does it say
You: i just got it so where does it say i have to renew it
You: i renewed from my old key for a discount and im hoping your not pulling some kinda trick in telling me that my old key is dated back
You: so when i renewed it that it dates till then
RonelM: I understand your concern. Don't worry I will help you renew you license number here, ok?
RonelM: That is correct. Once you renew the license number it will be on the same expiration date.
You: thats stupid i didn't order for that reason thats a trick on the customer
You: i wont except it
You: so im requesting a new key/renewal starting today or a refund no exceptions unless you got a better deal
You: so maybe one lol
RonelM: I will be renewing it here on my end now. Please stay connected while I'll process your request.
You: is this a new one starting today?
You: because i do not want to have to come back in three months
You: ill take my biz els where lol
You: so just to be clear im requesting a renewal starting today 3/1/2013 and if all goes well i mite renew on this day 2014
You: ...
RonelM: To confirm the items you are going to purchase, let me verify that you will be purchasing:
A Renewal of AVG PC Tune Up 1 computer for 1 year. This gives a total amount of $35.99, ok?
You: for free
You: not ok dude
You: your not charging me anything
You: why the !@#$ you think i would want to pay to get a renewal. i was short change by avg.
RonelM: we do not tolerate the use of profanity. Please refrain from it. Otherwise, I will be forced to disconnect from this session.
You: i want a _(FREE)_ renewal/extension
You: i paid already and i want my moneys worth
RonelM: Can I have the order number?
You: cant you see the account
You: why are you acting stupid with me
You: (key given)
You: use that
RonelM: As what I can see here in our database your subscription is already expired and since you mentioned that you already paid for it so that's why I'm asking you for the order number so that I can guide you through the activation, ok?
You: (Order number given)
You: Renewal & Upgrade AVG PC TuneUp 1 computer (12 months)
You: it has not been 12 months
You: from: to: (MY_EMAIL) date: Sun, Jan 6, 2013 at 12:07 AM
RonelM: Okay, Can you please give me a minute here while I'll check on the available support. I will try to see on how I can provide you a new license number, ok?
You: its been only two months
You: make it happen bro
You: i want two years now lol
You: for
You: im so posting this...
RonelM: You will receive your transcript of this conversation approximately 30 minutes after the conversation has ended.
5 minutes later...
RonelM: Thank you for patiently waiting.
RonelM: I have already forwarded your request to the right department. Kindly expect an update regarding this within 24-72 hours. They will provide you all the necessary details through that email.
You: so what do you think is gonna happen?
You: am i gonna get screwed over?
RonelM: I think there must had been an error occurred during the renewal and upgrade so I am requesting a new license number in order for you to activate you PC Tunup, ok.
RonelM: You can always contact us back for further assistance. Is there anything else that I can help you with?
You: how long?
RonelM: 1-3 days.
You: !@#$ man you guys suck!
You: i wont ever buy from avg
You: again
RonelM: Let us keep this on a professional level. For continued support, let's focus on the issue at hand; otherwise I will need to end this session.
You: ill end it you just answer
You: you keep it pro and im the very angry customer who feels that i have not got my answers
You: is this a full renew
You: because im not requesting a full two year for the inconvince
RonelM: is typing...
RonelM: Here's what I can do. I will be sending you an easy steps to follow instructions on how you can download and install the PC Tune 2013 trial version, ok?
RonelM: While waiting for the new license to come up.
You: ...
You: really?
You: na i want my full two year for the INCONVINCE not yelling just highlighting...
You: i can wait as long as an email shows up with a key saying two year starting the day i activate
RonelM: As of the moment let's just wait for the email or a phone call they will be the one to provide you all the necessary details, ok?
You: im requesting a full two year can you make it happen
You: i know you can you seem to have this down
RonelM: Please take note of your case number for future reference. It's (case number given)
RonelM: You can always contact us back for further assistance. Is there anything else that I can help you with?
You: yes
You: can you make it happen
You: well?
You: you there?
RonelM: I'm here.
RonelM: I already forwarded a request to the right department and we don't have the ability or the capacity to do that.
You: ok then ill take action to get what i paid for also you can check out thats where im going to file a complaint and updates will also be added.
RonelM: I am sorry that this happened. I will see to it that I will document your feedback to help improve our service. Thank you for that.
You: later then.

ok so at this point nothing happens, days go by so i contacted them again:

AVG Chat Support: Welcome to AVG.
Please give us a brief description of how we can assist you, and we will connect you with an agent in a few moments.
Regalado Castro has entered.
Regalado Castro: Hello dro559, how can I help you?
You: im wondering why i have not been contacted about my issue
Regalado Castro: Can i get your email address?
Regalado Castro: Don't worry we'll let you know of all the support service you can avail here with.
Regalado Castro: Do you have a current subscription from us? What is your email address and complete name?
You: (ref number given)
You: (email given)
Regalado Castro: You will receive your transcript of this conversation approximately 30 minutes after the conversation has ended.
Regalado Castro: Thank you. Please wait as we check the account.
Regalado Castro: Still check for the records.
Regalado Castro: Are you still there?
You: yes
You: ??? wth
Regalado Castro: It seems your pc tuneup was expired.
Regalado Castro: Are you chatting to renew it now?
You: !@#$ no i already had this topic with and was told it was gonna get fixed and to get an email in 72 hours that was days ago
You: RonelM: Thank you for patiently waiting. RonelM: I have already forwarded your request to the right department. Kindly expect an update regarding this within 24-72 hours. They will provide you all the necessary details through that email.
You: that was on Sun, Jan 6, 2013 at 12:07 AM
Regalado Castro: I understand. Were you given a case number for that request?
You: yes
You: does it not show on my account
Regalado Castro: What is the case number?
You: you dont have it on my account?
Regalado Castro: Also checking all the history now.
You: (ref number given again)
Regalado Castro: Great.
Regalado Castro: Hold on.
You: hey whats going on
Regalado Castro: Your account here is not giving us the purchase for the pc tuneup.
Regalado Castro: Do you have an order number for that purchase?
Regalado Castro: How did you pay the renewal order?
You: sounds to me like there is some illegal things going on here
You: i gave that to you
You: (case number given)
Regalado Castro: Great. Please wait as i check the order.
You: and i when i get these transcripts the numbers are blocked out just so i cant get my numbers
You: so now you know that i have a case number and the order number so no more funny bizness
Regalado Castro: I understand now the problem. We apologized for the inconvenience.
You: can you fix it?
Regalado Castro: The case that you gave me was forwarded to our higher department to check and generate the new license number for the pc tuneup.
Regalado Castro: What i can do here is to just make a follow up case.
You: no
You: i waited more then 72 hours
You: i will not play those games
Regalado Castro: Yes i understand, i feel the exact same way but the case was escalated to the proper department already.
You: so why have they not contacted me as i was told
You: i didnt get any email or even a status
Regalado Castro: That's why i will make a follow up case and all we need to do is to wait for the feedback through the email.
You: im not waiting
You: if you have to send a followup then i want a refund insted
You: instead
Regalado Castro: I understand. Are you decided of that already?
You: is that gonna reset my wait time?
Regalado Castro: What for the feedback or the refund request?
You: refund request?
You: ya refund
Regalado Castro: Processing time is a week or two.
You: ok then i want a refund
Regalado Castro: Please wait as i process it. I will give you a case number.
You: ok
You: so just to be clear the processing time is a week or two to have the funds back into my account?
Regalado Castro: Yes.
Regalado Castro: Within 24~72 hours you will be receiving an email to confirmed the refund.
Regalado Castro: Within a week or two you will be receiving the second email giving you the information on when you will get the actual credits.
Regalado Castro: Still generating the case number. Please wait.
Regalado Castro: Case number is AVG#number given.
Regalado Castro: Is there anything else I can help you with?
You: well im hoping that i do not have to come back on here and request a follow up
You: do you give out a lot of follow ups?
You: meaning does this happen alot?
Regalado Castro: is typing...
Regalado Castro: Is there anything else I can help you with?
You: again i just hope i do not have to get back on here for a follow up.
You: i guess that will do for now...
Regalado Castro: Don't worry i'll put that in my notes.
Regalado Castro: Thank you for that consideration.
Regalado Castro: Thank you for chatting with AVG and have a nice day to you.
Regalado Castro: Goodbye.
You: its funny cause i do like that software but guess ill have to find something els
You: ok bye
Regalado Castro: Thank you. Goodbye.
Regalado Castro: 
Session has been closed.

updated as of 3/26/2013 they still have not refunded my money and when i called them once again they could not tell me what the status other then it was still processing.

guess ill have to play the wait game.

someone please give some advise...

This report was posted on Ripoff Report on 03/26/2013 06:53 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

issue is resolved

AUTHOR: Dro559 - ()

after this short period of time they have credit my account and the issue is resolved. 
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#2 Consumer Comment

You were a CSR?

AUTHOR: Robert - ()

If you are/were really a CSR for 10 years, what would you have done if a customer FROM THE BEGINNING talked to you like that?  As others have said I actually think they did very good job considering the attitude they were receiving.

By the way this is a PUBLIC web site and anyone can post a comment to your "RipOff"..yes even if they disagree with you.  If you can't handle that perhaps you should go start your own web site where you can make your own rules.

But since you asked for some advise on how to handle AVG.  Well first "chill out", and again if you are really a CSR then treat them with the same respect you would want.
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#3 Author of original report

just to be clear

AUTHOR: Dro559 - ()

I requesting advise from people that also had to deal with avg and there customer service. anybody that says they handled my issue properly did not or does not know what there's talking about. sure I understand there are procedures but if you read the chat and listen to the calls that I had you would understand... I have worked as a csr for over ten years I know what I am talking about.
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#4 Author of original report

u dont read well

AUTHOR: Dro559 - ()

I asked for advise not for you to comment.. loser
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#5 Consumer Suggestion

and these are the guys

AUTHOR: mr default - ()

that are in charge of "tuning up" your puter???

Save your money.
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#6 Consumer Comment

Typical nasty customer

AUTHOR: Ramjet - ()

So you behaved like an utter a*s from the very beginning and continued.  I would have hung up on you as soon as you started acting like a jerk.

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#7 Consumer Suggestion

Only wait

AUTHOR: MochaG - ()

What you can do is now wait if you cannot directly contact the department they are talking about. What you did was trying to get the information you want from a wrong person. Those who are at the call/chat center has restricted information and cannot do anything more than they are told to. I feel sorry for them because they have to deal with angry customers, but these customers do not understand that. At least I see that they handle your case properly. So you should not vent on them again.
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