Full or partial refund of my yearly subscription because I get NO SUPPORT at all anymore.

Beantwortet

Guido Ducheyne

• 28. März 2021 02:41

Over more than a month ago I filed a request to Avira Support and I get an autoreply that they are working on my request/ticket.

A month later I still get no answer and I remind them again with a reference to the received ticket number that I got from the autoreply. Again an autoreply that they have received my mail with the request and I get another ticket. Yes another ticket !!! What happened to the previous unanswered one ?

What is going on here. This is not done. Why do I pay for a premium subscription if all I get are autoreplies ??

Can I file a request for a partial or full refund, because I am not playing these kind of games ?

Oh and BTW I am a long time subscriber for over 10 years, but this is unacceptable.

Greetings.

Ja 0 Nein

• 

  pascha45

  • 29. März 2021 08:01

  Hello Guido,

  We are sorry for the inconvenience you are having with your support queries. Have you responded to the support team's questions? Please check your received emails from the support team.

  Here the community is a publicly accessible forum, personal data may not be processed here according to the data protection GDPR. Questions regarding your licence or Avira payment processing can only be processed by the support team via your customer account by email in accordance with the GDPR. Thank you for your understanding.

  We are sorry that we cannot help you with your request to the support team, we do not have access to your customer data at Avira.
  If a ticket has been created, it is advisable to reply in this ticket. Each newly created ticket will get a new number and will be added to the list of tickets accordingly, the old ticket number will be added to the new ticket to avoid duplicate requests.

  If something is still unclear when trying to contact the support team, please let us know, we are happy to help.

  Many greetings

  Ja 0 Nein
• 

  Guido Ducheyne

  • 1. April 2021 01:56

  Hello, 

  This is the only kind of (auto)reply that I received from customerservice. None of these can adress my issue that I submitted now over 1.5 moth ago. What am I doing wrong or what is happening ? As I said above they just make a new ticket and send the same auto reply, now already 2x

  Ja 0 Nein
• 

  pascha45

  • 1. April 2021 07:10

  Hello Guido,

  Your inconvenience is regrettable, and we are sorry for it.

  We have already explained to you that we do not have access to your Avira customer account and have therefore forwarded your contribution to the support team.
  We are sorry for your problems and your additional workload.

  Kind regards

  Ja 0 Nein
• 

  Guido Ducheyne

  • 2. April 2021 07:36

  For your information, the screenshot in my previous post is the kind of autoreply everyone gets when filing a request at the avira customerservice, and each one accompanied with a new ticket number and "We're on it ..."

  So there is absolutely no need for you to have access to my Avira customer account. This is a general issue with the customerservice from Avira for which I paid a yearly subscription.

  And indeed again after your previous message, I got a new autoreply (the 3th) and another (new) ticket: "We received your request. We’re on it! #******" 

  Please, if you have one, give me another link where I can file a complaint.

  Greetings

  Ja 0 Nein

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