Really poor customer support

Completed

Permanently deleted user

• December 03, 2020 09:39

Hi, I've been a loyal Avira user for several years. I think the product rates well. I upgraded this morning to Prime and had several issues installing on personal Mac devices. I've now wasted a couple of hours trying to get in direct contact via your support links:

* https://support.avira.com/hc/en-us# (phone support does not lead to any phone numbers and simply refreshes the page)

The knowledge base and community services do not help. Overall, really disappointed and I'm likely now to cancel my subscription. This is really not the level of service I would expect from Avira.

Yes 1 No

• 

  pascha45

  • December 03, 2020 11:05

  Hello Patrick,

  Your annoyance is understandable, we regret this and apologize.
  Did you purchase the license in the Avira Online Shop?
  Please check your Avira customer account at

  https://my.avira.com/en/dashboard/subscriptions/tabs/plans 
  whether your licence is displayed there.

  It is important that your licence is activated in the customer account and therefore displayed.

  Customers of the Premium Version with an active licence can contact the support team directly

  • https://my.avira.com/en/dashboard/support/tabs/support 
  • or
  • https://support.avira.com/hc/en-us   scroll down to ⇒ Contact Avira

   

  There you will also find a hint:
  "Hello and welcome to Avira. We are currently experiencing a high volume on the phone, which can lead to longer waiting times. Please write us an email instead, our focus will be on responding to your requests as quickly as possible. We apologize for the inconvenience."

  Maybe we can help you?

  If not, please try to get in touch with our support team by e-mail.
  We regret that we cannot give you any other information at the moment.

  Many greetings and a nice pre-Christmas time

  Yes -2 No
• 

  Permanently deleted user

  • December 03, 2020 12:39

  My account details were displayed. The link (at least on Safari) to phone contact support did not work on multiple attempts. Nor did I get your (sic) "helpful hint", which - ironically - is neither helpful nor a hint. Especially when it did not display.

  The links above don't really help either. Comes across as a little patronising: I don't need anything other than for Avira to live up to what you said you would do. I don't really need to be "mansplained".

  I've cancelled my Avira subscription and chosen an alternative supplier.

  Wish you all the best for the "Advent" season (that is the name of the time immediately leading up to Christmas; (sic) "pre-Christmas" logically infers a time before Christ - ie BC. I'm not sure you meant this, unless you are expecting me to go back in time by 2 millennia. Which judging by the poor quality of customer support to date, I would not immediately discount).

  In any event, wishing you a joyous festive season and hope Avira can return to the old fashioned idea of just doing what you said you would do. Best to you

  Yes 1 No

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