Anti-virus firms accused of short-changing customers

Anti-virus vendors are short-changing customers by wiping out previously paid-for subscription time, according to a new report from UK publication Which?.

The report said that customers of Symantec and AVG who choose to renew their security software prior to the end of their existing subscriptions lose any time remaining on the old subscription plan.

"If consumers are given the opportunity to upgrade at a reduced price, it's perfectly reasonable for them to expect their new licence to run from the end of the existing licence," said Which? Computing editor Sarah Kidner.

However, AVG has insisted that the assertions are inaccurate. A spokesperson told V3.co.uk that the report was based on inaccurate information owing to a miscommunication, and that AVG allows customers to use their existing plans before the new plan begins.

"The Which? report states incorrectly that customers of the paid-for version of AVG could lose time on their existing subscription when renewing prior to the expiration date," said the spokesperson.

"If a customer renews an AVG product at any point before expiry, the start date of the renewal is only from the original expiry date, and this has always been AVG's position."

Symantec did not respond to a request for comment on the report.