AVG Upgrade not Possible

Posted at 11:52:15 AM in Software (15) | Read count: 1396

I've always ordered my upgrades via the internet. AVG has installed a system whereby an emailed quote from a sales person will block ordering the product upgrades on the internet. The message I get is "Upgrade not possible It is not possible to upgrade this license number. For further assistance, please contact AVG Customer Services." Of course, following that link doesn't help. You get the contact information for tech support who cannot help you. Instead, I got an argument on the logic that if I called them, then I might as well make a second call to the AVG sales team. The argument made no sense at all, since I didn't want to call anyone, I was forced to make a call, even though the first call was useless.

I am now on my 5th call to AVG in an effort to get back my ability to order from the internet. Every support rep has either hung up on me or passed me to a number that disconnected me. I really upset the last guy. When I asked for the ability to order from the internet, I could hear him banging around the phone headset before he managed to hit the cradle. From that reaction, I'd say there are a lot of irritated customers that don't want to talk to a sales person to order their product. It seems counter productive to offer a product over the internet and then force your customers to call to place the order. When I finally started writing down names, meaning I had to ask them specifically what their name was, did people start responding without being rude. Yes. I'm an irate customer. Yes. I'm upset that my normal convenient process was upset without me knowing how I might fix it. Yes. It bothers me that the link to AVG Customer Services misleads and misdirects.

My order process is: look online for the amount that it will cost me to upgrade. Compare that to what a sales person is offering me. In the 6 years I've been using AVG, the sales teams have never offered a better price. Make my decision and get approval to order and then make the purchase through the most convenient and/or cost effective means. Getting over this most aggravating bump in the road has been extremely frustrating.

One reason I don't like sales people to handle the orders is their constant spam. Especially if you decide not to go with a particular product, the spam from them is never ending. I deleted the original quote not knowing that I was blocking my ability to order from the internet. I ended up talking to the person who sent me the quote. He said he could unblock the web order issue, but at the same time offered an additional 10% off. So for the first time, the sales team is making an offer that beats what I can get off the web site. The sales rep says that the extra 10% off will save me $100.00. That would be an awesome savings. But it was hell to get there.

I don't understand why a company would block people from using a common avenue to order their products and insist that you talk to a person and do the purchase over the phone. Admittedly, I have registered on the web and was unable to login to renew because AVG changed their processor or change the web and didn't bring over customer records. Also, there is a time and a place for everything. When I needed to change the number of users on my account, I had to talk to a sales rep who easily fixed it for me. That is not something I have to do year. What I don't want to deal with is the upsales. I don't want to have to deal with a slick sales person who will try to get me to buy something I don't want and don't need. One of the reasons I have gone with AVG is that they sell antivirus software; just antivirus software. I don't have to get all the extra bells and whistles. I like the windows firewall. I don't need to buy that from anyone. I like other software to handle spam, I don't want that in my antivirus software. I don't care if the firewall or the anti-spam software is 50% off this month only. I'd still be spending more money to get the 50% off. So it's just easier to go to the store and click to renew what I already have and leave it at that. 

This additional complication is making life more difficult for everyone, customers and sales teams. And it has caused at least one customer to completely abandon AVG and go with another antivirus provider.


Written by Leonard Rogers on Tuesday, September 20, 2011 | Comments (1)

  1. 1. I am having a very difficult time getting this AVG upgrade going. So yes, I am upset and no, I wont talk to a sales dude. So I will see about going with another internet security provider.



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