As you probably know, remote tech support is still a new service category and creating a market and meeting consumer demand for subscription-based services required an innovative marketing approach.
I’m the president of global channel sales for iYogi, and I am writing to communicate our model for providing freemium services. But even all the latest comments provide iYogi with opportunity. I have enjoyed reading your blog, except for the last post for obvious reasons. Gordon called the incident, a “Tylenol moment for iYogi and the leadership team.” His letter is reprinted in its entirety below. After Avast announced its decision to drop iYogi, Larry Gordon, iYogi’s president of global channel sales, sent me a formal letter that was unapologetic, but which promised that the company would endeavor to do better. executives posted several comments to this blog yesterday and today in response to my reporting. The company asked that users send any complaints or concerns to or even to the CEO himself, at vince.
#How to call customer support for avast full
Steckler added that Avast will also work to ensure that any users who feel they have been misled into purchasing a premium support receive a full refund. As such, over the next weeks, we will work with iYogi to determine whether the service can be re-launched.”
“We believe that this type of service, when performed in a correct manner, provides immense value to users. As a consequence, we have removed the iYogi support service from our website and shortly it will be removed from our products,” Steckler said. “Thus, we were shocked to find out about Mr. Steckler said Avast had initial reports of the unnecessary upselling a few weeks ago and met with iYogi’s senior executives to ensure the behavior was being corrected.
In particular, we find the behavior that Mr. As such, any behavior that erodes the confidence our users have with Avast is unacceptable. Last year we added over 30M new users on top of almost 30M new users in the previous year. This model has served us well and has made us the most popular antivirus product in the world. “We do not distribute our products in retail, via computer manufacturers, or other similar channels. “Avast is a very non-traditional company in that positive referrals and recommendations from our user base drive our product usage,” Avast CEO Vince Steckler wrote. In a blog post published today, Avast said it came to the decision after reports on this blog that “iYogi’s representatives appear to have attempted to increase sales of iYogi’s premium support packages by representing that user computers had issues that they did not have.” The move comes just one day after an investigation into iYogi by indicating that the company was using the relationship to push expensive and unnecessary support contracts onto Avast users. IYogi Refers to Incident as ‘Tylenol Moment’Īvast, an antivirus maker that claims more than 150 million customers, is suspending its relationship with iYogi, a company that it has relied upon for the past two years to provide live customer support for its products.