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Despite Mr Nelson being unable to use the security software he downloaded and returning the original backup disk, he is having trouble getting a refund from AVG
I renewed my AVG security software recently but despite numerous attempts, both with AVG support and the help of my local IT specialist, there appears to be a conflict between the software and Windows XP (Professional).
I contacted AVG about this on 6 October and returned the backup disk and the installation documentation and requested a refund of £41.12. But AVG has not acknowledged it.
Norman Nelson
Mr Nelson said he had been told by an AVG technical-support employee that there was a known issue with the latest version of the company’s security software, AVG Internet Security 2012, for people using Windows XP Pro.
We have had no other complaints about this issue, so have asked AVG for a comment. Mr Nelson was hoping to get his money back but, with software purchases, this is easier said than done.
The law regarding software is patchy, to say the least. Software is not considered ‘tangible goods’. If you bought the software on a CD or DVD and the disc was damaged, then the disc is the tangible goods and you would have a case.
You would also have a case if you were misled about what the software can do, for example if you were told it was a complete security suite but it turned out to be only a firewall.
If you were sold the wrong software then again there would be legal grounds for a refund. But at the moment that is about the extent of the protection consumers get with software.
It has been a matter of debate by consumer organisations and European politicians for a long time. This has led to some stronger rules on software under the new European Union Consumer Rights Directive.
The new legislation will give customers, for the first time, the right to withdraw from a digital-content purchase. The tricky part is that this right lasts only up to the moment the downloading process begins.
It is not clear whether stopping a download can be construed as cancellation of the contract and it would not help someone in Mr Nelson’s position. At the time of going to press AVG had yet to comment.
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AVG 2012 crashes Outlook 2010 pro - AVG 'unaware'
I can fully understand the problems you describe. I was running AVG 2011 without problems with my PC. I run Windows 7 Pro 64bit and MS Office Pro 2010. Since the update to AVG 2012 I've had many problems. The most recent is the AVG add-in crashing Outlook 2010. The AVG 'live chat' centre (Philippines) were polite and helpful but after the guy contacted his 'supervisor' I was told that this problem has not previously been reported!! When I gave the guy a Google search link where many people have he same problem he said 'sorry, can't help'. I also run paid-for Malwarebytes so did some research and have now uninstalled AVG and installed Avast free version which does all that I wanted AVG to do and for free!. I had renewed my AVG subscription in September 2011 (for 2 years) so I emailed AVG requseting a refund. They have refused my 3 email requests so now I have started a claim via my UK credit card company. It is such a pity that AVG has become so bloated. It does not detect the stuff that Malwarebytes detects so AVG should never be the only security software on a PC. AVG .. I loved you for years but you have screwed up with so much garbage in 2012. Now I will never use you again, even if you process my refund that you have already said 3 times that you will not.
Posted by hendenne, 29 Dec 2011
I am confused
I use Windows 7 Professional (SP1), and AVG free 2012. I really don't understand why you had to use the paid version. I cannot comment on Outlook as I do not use it. I hope your news is not a n announcement of what might happen to me.
Posted by John J, 07 Jan 2012