Lester, Inc.

Review: THEY CALLED ME,I HAVE A DO NOT CALL NUMBER,THEY SAID THEY WERE A REP OF [redacted]. MY COMPUTERS HAD A LOT OF SPYWARE,MALWARE,AND VIRIUS'.THEY GOT INTO MY COMPUTER AND 3HRS LATER,THEY HAD REMOVED [redacted] AND ALL OTHER PROBLEMS?Desired Settlement: GET MY $499.99,REFUNDED.I CALLED THEIR TOLL FEE NUMBER AND WAS PUT ON HOLD FOR 30 MINS.. CALLED BACK SEVERAL DAYS LATER AND GAVE THEM MY NUMBER TO CLL BAC,BUT! NO RETURN CALL WAS RECEIVED.

Business

Response:

In reviewing our recordings, [redacted] contacted us on April 14, 2014 stating that he registered

with a company named “[redacted] Pvt Ltd”, and he was concerned about his

computer. He wanted us to confirm whether “[redacted]” was a [redacted] Affiliate. They had called him about

the malware, spyware, viruses on his computer and said that they were a rep of

[redacted]”. He was charged $499 for their

services. Our advisor informed [redacted] “We are [redacted] an Independent PC Support company” and explained

that the call might have been a hoax call, as [redacted] never contacts customers.

[redacted] does not make outbound telemarketing calls. Customers contact [redacted]

by phone, email or through our website.

With

[redacted]’s consent our advisor took remote access of his computer. He

informed [redacted] about the benefits of our Annual Subscription Plans. [redacted] chose the 2 years of Annual Maintenance Plan for two computers.

[redacted] had subscribed with the company “[redacted]” before contacting

[redacted] is not connected to the company “[redacted]”.

He

diagnosed the computer, performed a clean up and tune up and addressed all his

issues except for his email-id, he had forgotten his email password. An

alternate email-id was created so that a password reset could be done. The

system required a 24-48 hour wait to reset the login. A call back time was

arranged but [redacted] said that he would call us back. On April 20, 2014 a follow up call was made

to check if that issue was resolved or if he needed additional assistance. A

voice message was left for [redacted].

[redacted] has also stated in the complaint that he

called our Toll Free Number and was put on hold for 30 minutes. And he never

received a callback. We cannot find any record of him calling us back. It seems

possible that [redacted] called [redacted] customer support and has confused

[redacted] with [redacted].

After receiving this complaint, we have tried contacting [redacted] to clear up any confusion or questions that he had, without any

success. We request that [redacted] call the support lines [redacted]- or

###-###-#### or schedule a callback time to further discuss this issue.

I received excellent service from the Technician today. He was very efficient, patient and pleasant to work with. All work agreed was completed. Would recommend this service to friends and family.

Review: This company has called my cell phone 11 times in the past 7 days. I am on the DNC list and every time I answer the phone the line is disconnected.

This company has called my cell phone 11 times in the past 7 days. I am on the DNC list and every time I answer the phone the line is disconnected. I am not interested in whatever it is that they are scamming and do not wish to be contacted by them again. Desired Settlement: NO MORE CALLS!!

Business

Response:

Business Response /* (1000, 5, 2013/07/03) */

We are sorry for any inconvenience Ms. [redacted] experienced. We were calling Ms.[redacted] on behalf of our non profit client attempting to reach their alumni or a previous donor. We have placed Ms. [redacted]'s phone number on our Internal Do Not Call List; we will not call her again.

I was having many problems with my computer and so frustrated. After much work and determination the problems seem to be resolved thanks to [redacted].

I first contacted [redacted] in late November 2014 and received good tech assistance. I had problems with Internet connections which [redacted] cleaned up. The representatives and tech staff are always courteous, helpful, and knowledgable.

Happy with the service . Thanks

Review: On November 28th I called [redacted] to restore password reset for my husband's [redacted] account and [redacted] representative answered voice in an accent to say they were going to help us. They got on the phone gave us a six digit code and took remote control of our laptop and said they did a diagnostic test and we had viruses and needed computer clean up and tune up done. They stated it was going to cost $100.00 for a one time fee to do this. They kept me on the phone for over an hour with remote control of the laptop going into different programs and asking me to stay on the chat line with them as they do this. Well, they told me they were transferring me to another Representative after it was done and they said do I want to restart computer and asked me to go in as administrator then they lost access of the laptop after that. They called back to try to get me to let them back into my laptop and I did not let them. I started to figure out something was wrong when they asked me why am I signed up as guest? They wanted me to go into my laptop as administrator. They have been calling me from that night on and won't stop. I told them that I was going to do a Business check on them as well. I want them to stop calling me and stop charging our credit card extra fees, and charges for no reason. I still have the voice mails on my cell phone as of now. I don't know why they blowing up my phone, it's my husband that needed his [redacted] account restored. These people won't stop calling your phone. My laptop is messed up and I was not able to get on internet after they got into my computer. They really messed my laptop up worst than what it was before. They even called my job on December 3, 2014 around 4:00 or somewhere around that time.Desired Settlement: Since they messed up my computer and I found out they are not the real [redacted] technicians, I want my money back and in cash and also they need to give us an extra 100.00 for all the phone calls and stressing us out when we don't want anything else to do with them. I am tired of them calling my phone. They just need to give us our money back. Job was not done. They are not the real technicians.

Business

Response:

On November

28, 2014, Mrs. [redacted] contacted [redacted] to restore a password for a [redacted] account. [redacted]’s advisor took the remote access of her computer and fixed the

issue. Mrs. [redacted]’s password issue for the [redacted] account was resolved that day by our

advisor. While working on the primary

issue, our advisor noticed that the virus protection was turned off. He asked

Mrs. [redacted] if she want him to check the computer and with Mrs. [redacted]’s approval

he diagnosed the computer and found that Mrs. [redacted]’s computer had two anti-virus

software’s installed at the same time, but her computer had traces of virus

infection. [redacted] advisor offered assistance for other issues and informed her

about the benefits of [redacted]’s Annual Subscription Plan. However, Mrs. [redacted] agreed to pay $100 as a Single Incident Plan to service the computer.

The remote

session was transferred by the [redacted] advisor to a [redacted] Technician who

started assisting Mrs. [redacted] via live chat and due to technical issues the

remote session was disconnected. A call back was made however even that was

disconnected and thereafter Mrs. [redacted] was not reachable at the phone number

provided by her.

Mrs. [redacted] had security concerns when the [redacted] Technician asked for the administrator account

details of the computer. We would like to clarify here that Mrs. [redacted] was

logged in as a guest user and to uninstall any software which was installed by

the administrator user of the computer, the access to the administrator account

was required. The callbacks to Mrs. [redacted] were made only to fix the pending issue

for which she had paid $100, however all the attempts made by the [redacted] technician went into voicemail or there was no response from Mrs. [redacted].

Mrs. [redacted] chose to contact Revdex.com to voice her dissatisfaction instead of contacting [redacted] and getting her concerns clarified. In accordance to the terms and condition of [redacted] and the promise of satisfaction guarantee, we have issued a full refund

for $100 on December 10, 2014. A confirmation email has been sent to the

contact email address provided by Mrs. [redacted]. We request her to check the

latest Bank statement to confirm the refund.

[redacted] is an independent

provider of technical support services for several third party brands. Headquartered in [redacted],

Connecticut, [redacted] is a division of Lester Inc, incorporated in 1981 in the

U.S. [redacted]

Our website [redacted] makes it very clear that

we are not affiliated with any computer or software product company. Our advertising on the web clearly states

that the service is from [redacted]. Mrs. [redacted] chose/clicked on the result which had a reference

to our organization and therefore reached [redacted].

Mrs. [redacted] can also visit our [redacted] and [redacted] page to check the comments left by

satisfied customers of [redacted]

EAGESH
He was a great help. He knew just what to do and was very kind to me. I appreciate his work very much.
A very nice gentleman

Tushar K[redacted] has been very helpful. He seems to have solved my problem by deleting several unneeded programs which had slowed down my computer.

The lady that helped me was great. Very helpful and informative.

very helpful and appreciated

I had two computer issues that I wanted resolved. The technician understood what the problems were and both were taken care of. He did not stop until he was satisfied that my needs were met. A nice job, well done.

I have been using guruaid for some time now and I am very happy with them and I higly recamend them too friends and family joe

Review: My 80 year old husband subscribed to [redacted] service for a year and although he was not happy with it he was high pressured into re-subscribing for two years last summer on his computer and mine. After months of frustration about damaging changes they had made I hired someone to correct my screwed up machine. I had called them twice in an effort to get them to work on it but either our connection was poor (excuse one) or there was a problem with my internet (excuse two). I don't expect for you to get our much needed almost $500 back but please get the word out that these vultures prey on the elderly.Desired Settlement: I would love to get our money back but seeing this company put out of business would be nice, also.

Business

Response:

[redacted] first contacted [redacted] in June 2012 to fix an internet issue on his computer while downloading PDF files, and after understanding the benefits of the [redacted] Annual Maintenance Plan, [redacted] subscribed for 2 Year Annual Maintenance Plan.

[redacted]’s Annual Maintenance Plan subscription was due for renewal on June 25, 2014; a reminder call was made to [redacted] on June 24, 2014. According to our recordings of the contacts with [redacted] chose to renew his Annual Maintenance Plan subscription for 2 years and included his wife’s computer into the subscription. [redacted] was never forced or pressurized in renewing the [redacted] subscription. It was [redacted]’s decision to renew the subscription and with his wife’s permission added her computer to the subscription. [redacted] during the renewal process never expressed dissatisfaction about the previous year’s subscription with [redacted]. During the reminder call both [redacted] were part of the conversation with the [redacted] advisor and only with their authorization, was the Annual Maintenance Plan subscription renewed which was completed after [redacted] entered his card information on the payment page.

[redacted] mentioned in her complaint that “I had called them twice in an effort to get them to work on it but either our connection was poor (excuse one) or there was a problem with my internet (excuse two)”.

[redacted] is referring to the time she contacted us on July 18, 2014 for performing a clean-up, tune-up and scan on her computer. [redacted] advisor took remote access of her computer and while performing the maintenance the remote session was disconnected. A follow-up call was made immediately to regain the remote access of her computer however [redacted] chose to continue at a later time as she was tired and wanted to rest. [redacted] informed us that she would call us back at her convenience. We did not receive any calls from [redacted] to continue with the pending clean-up and tune-up of her computer.

On September 4, 2014, **. Rose called us and wanted to check whether AVG anti-virus software was installed on his computer. In order to check if the software was installed, [redacted] advisor asked for permission to take remote access of his computer, however [redacted] declined and instead asked to speak with the advisor who had assisted him in renewing his subscription. Since the advisor was not available at that time, a call-back was offered however [redacted] declined the offer and chose to call us back. After that [redacted] never contacted us until we received this Revdex.com complaint.

At no point of time was service denied to**. and [redacted]. It is really unfortunate that**. and [redacted] chose to contact Revdex.com to voice their displeasure after several months of renewing their subscription with [redacted], instead of contacting the customer service department which is available 24/7. We also have a Customer Advocacy Team, whose main job is to be the advocate of [redacted] customers and help resolve their concerns (http://www.guruaid.com/customer_advocacy.php).

[redacted] delivers a complex, knowledge-intensive, technical service. We are not perfect, sometimes we do slip and fall, but not for lack of trying. However the vast majority of our customers are happy with our service. Every day we handle and successfully resolve thousands of customer inquiries. As evidience by what our customers have to say about us on Facebook. We have over a 1000 comments on [redacted] still have an active subscription with [redacted] and he can call the customer service toll free phone lines to fix any issue that he or [redacted] have on their computer.%

I was very impressed with the tech. I will continue to use your services in the future

thank you . Your help was so much appreciate . you have been kind and helpful. look forward to my computer been on track.

Nilesh [redacted] was a very dedicated technician & served beyond the call of duty spending 2 1/2 hours working on all my concerns & more. Once done he checked & double checked all his activities constantly explaining to me what he was doing or about to do. I really appreciated his services.

excellent service with [redacted] technician

when I approached the Guru Aid Technician Sagar G[redacted] with a serious issue,he was very quick in diagnosing the condition and come up with a solution.He did a thoroughly impressive and professional job entirely to my satisfaction with in a short time
All the best wishes for the gentleman and the establishment
Abraham k[redacted]

the help I got from your people both on the phone and and over live remote was help ful