Total Bollocks, More Like
You are now chatting with HelpBot Hi there! I'm HelpBot, TotalAV's Virtual Assistant.
HelpBot 12:12
I can see you're looking for help. Is there anything I can help you with today?
HelpBot 12:12
I would like a refund as stated in your money back guarantee.
Customer 12:13
I'll put you through to someone right now who's best to look at this for you
HelpBot 12:13
Please hold for the next available agent
You are now chatting with Oscar Smythe Hi Steven, you are speaking with Oscar Smythe. Please give me one moment to review your account.
Oscar Smythe 12:14
I'm surprised to hear you're looking to cancel Steven.
Tell me, did you have a pricing concern, a technical issue, or was something wrong with the service?
Oscar Smythe 12:16
Pretty much everything about the app, from understanding what's actually running in the background, to managing the account, through to finding a link to request a refund is less than clear. The word I'd use is bamboozling.
Customer 12:19
Please allow me a minutue.
Oscar Smythe 12:22
The software you develop and distribute is security software and, in the main, people who subscribe are very likely to be feeling vulnerable. Nothing about the app put me at my ease. I'm afraid I expected better. Sorry ?
Customer 12:22
Have you installed TotalAV application on your device?
Oscar Smythe 12:24
Yes.
Customer 12:24
I have now also deleted it and removed the devices from the dashboard.
Customer 12:24
Have you signed up with registered email address and password?
Oscar Smythe 12:25
Yes.
Customer 12:25
Can you please send the screenshot of what exactly issue you are facing with TotalAV.
Oscar Smythe 12:26
I have explained where my dissatisfaction lies with the app and the business processes running for the subscription. I have already stated that "pretty much everything with the app" is unsatisfactory.
Customer 12:28
I have also stated that, having installed the app, I have deleted it from my phone and my desktop because I was disappointed with the subscription service and the clarity with which it operates.
Customer 12:29
I respect your decision, as a gesture of goodwill how about if I add 3 of our premium addons services (Safe Browsing VPN, Family Protection - 5 extra device licenses, Total Adblock - removing ads) completely free of charge right away.
How does that sound?
Oscar Smythe 12:30
I should now like you to honour your promise of a money back guarantee for purchases within 30 days of the original purchase.
Customer 12:30
I have zero confidence in the subscription service demonstrated to me during the past weeks of evaluation. Adding more won't remove this dissatisfaction.
Customer 12:32
What if I offer you the initial price of £19.00 for next renewal.
Oscar Smythe 12:32
No thank you. Please re-read the message starting: "I have zero confidence in the subscription service…". No gesture of goodwill required, please just honour your promise and issue the refund. Thank you.
Customer 12:33
We're sorry to hear that you've chosen to cancel your TotalAV account. Here's the link you'll need to follow to complete the cancellation process. For your convenience, I've also sent it to you via email in case you'd like to take care of it later.
https://manage.totalav.com/terminate/****-******-***********?src=chat
Oscar Smythe 12:35
Is there anything else I can help you with today?
Oscar Smythe 12:35
OK. I have terminated the services as offered. There was no mention of the mechanics of the refund process. You may help me further by stating precisely how you will refund the original purchase price.
Customer 12:37
I have just seen the refund confirmation email. Thank you.
Customer 12:39
Have you processed and clicked on terminate option?
Oscar Smythe 12:39
Is there anything else I can help you with today?
Oscar Smythe 12:39
Yes. You could tell me if this chat is shared with someone in the business who is charged with making the customer experience better. If so, who?
Customer 12:40
NO the chat isn't shared with anyone due to privacy and security concern.
Oscar Smythe 12:42
Is there anything else I can help you with today?
Oscar Smythe 12:43
I am sorry but I haven't received a reply from you.
I will be here for another 2 minutes to wait for your response. If there is no reply, I will need to end this chat.
Oscar Smythe 12:44
You could escalate my experience within the company so that privacy and security concerns are upheld or, if you're unable to do that, you could let me know who is responsible for customer experience.
Customer 12:44
Do not worry I will surely assist you further please elaborate your problem.
Oscar Smythe 12:46
I am not worried, I am disappointed, and I want to offer some feedback so that you can make your subscription service better. Could let me know who, in your company, is responsible for customer experience?
Customer 12:47
Please allow me a minute.
Oscar Smythe 12:50
Your feedback is much appreciated please send the feedback here I will forward it to the senior team.
Oscar Smythe 12:52
I have already spent half an hour giving you my feedback. It looks like I shall need to contact them directly, Oscar, as you've already told me that you cannot share details of this chat due to privacy and security concerns. ?
Customer 12:54
Yes I can't share chat but I can share the feedback.
Oscar Smythe 12:56
I will be here for another 2 minutes to wait for your response. If there is no reply, I will need to end this chat.
Oscar Smythe 13:01
Chat ended
Oscar Smythe 13:02
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