AVG charging for support

[tehayes]

I purchased AVG internet security in 2011 on a 2 year licence. I was unlucky enough to pick up a very aggressive spyware virus whilst browsing that has disabled AVG and completely locked down my PC. After contacting their online support I was amazed to discover that there would be a charge to remove the virus. Having paid for the product I was expecting free support. Has anyone else had this experience?

[KenB]

Hi and welcome to ExTS

 

I have not heard that they charge for advice.

The website suggests that the call is free ............it may be that they charge if they need to take remote control of your system

Is this the case?

 

Where they aware that you had the paid-for version ?

 

click here

 

The above is AVG (Free)

 

 

[h=3]From the paid-for version

Free phone support[/h]Whenever you need help, day or night, we’re there.

You get: AVG FREE SupportOur expert support team is always just a free call away day or night, free of charge, 365 days a year.

 

One of our security experts may have more information for you.

[Starbuck]

From the paid-for version

 

Free phone support

 

Whenever you need help, day or night, we’re there.

 

You get: AVG FREE SupportOur expert support team is always just a free call away day or night, free of charge, 365 days a year.

Just had a good look around the AVG site and came across this:

 

http://img.photobucket.com/albums/v708/starbuck50/avgsupport.png

 

So maybe the advice is free, but if you want anything fixing..... they'll charge you.

I seem to remember members having problems with Norton doing this as well.

 

@ tehayes

Has your system been fixed?

If not... give us a bit more info about the problem.

 

I was unlucky enough to pick up a very aggressive spyware virus whilst browsing that has disabled AVG and completely locked down my PC.

Was it a Ransomware type infection? ( where you are asked to pay to then get control of your system again)

Any idea of the infection name?

[tehayes]

Yes I made them aware that I had paid for Internet Security 2011. I then explained the problem and they said they would take remote control of the PC and clean the infection. They then said there would be a charge for the service. I argued the point and asked for the issue to be escalated. Their only response was that the call was being logged and that was it. I was astounded as they are advertising free support and then charging for it. Surely this is illegal?

[tehayes]

No it hasn't been fixed as I refused to pay AVG for the service that is advertised as free. I have no real idea what it is as the system is locked down and nothing is accessible. Upon start up it jumps into a virun scan and disables AVG and all major functions. The name on the scanning screen is "System Progressive Protection". After the scan I am asked to purchase the product and enter my credit card details.

[KenB]

Surely this is illegal?

I can see where they are making the distinction.

They will give you free advice over the phone but if they take control of your system then they reserve the right to charge you.

 

What I can't understand is that this is exactly the same for the free option - so no benefit from paying for the Pro version !

 

It is too late now as you have paid - but we never recommend "paid for" AVs as there are very good free ones available.

 

Have you had the problem repaired?

If not we can take a look at your system ( it will not involve us taking control of your machine )

Do you need starbuck or etavares to take a look ?

[tehayes]

I didn't pay and they wouldn't fix it for me. I have restored the system - which is a bit of a pain. Thanks for the offer though. I'm just not sure why I have been paying for AVG all these years when I could have had the same level of protection and support for free!

[KenB]

When your contract runs out ask here and we will direct you to the best free one at the time.

At the moment we are recommending MS Essentials.

[Starbuck]

When you say:

I have restored the system

Did you perform a complete reinstall or just use the 'System Restore'?

 

Just for future reference......

MBAM is able to remove "System Progressive Protection" completely.... (as long as MBAM is on your system).

But if the system is blocked, you would have to use Safe Mode and then run the Malwarebytes Chameleon

Start >> All Programs >> MalwareBytes AntiMalware >> Tools >> Malwarebytes Chameleon

Then select the svchost.exe option.

 

Removing this infection is not rocket science, so i can't see why they should charge.

Like Ken suggested, dump AVG as soon as you can and install something better.

Edited November 7, 2012 by Starbuck

[tehayes]

I did a system restore as I always back up my files at regular intervals. AVG support did not even try to fix the problem - all they did is ask for payment to remove the virus. I am still annoyed about this but there is no way of escalating the issue with them. Anyway, I will know not to buy their products in the future. Thanks for the solution - at least I know how to fix it if it ever happens again.