Answers By Gateway

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowAnswers By obviously does not keep proper records and their response is not correct! Their response stated my problem was with an "Acer notebook" which is not correct, I have an e-Machines desktop PC and had to provide them model and serial number Secondly, the initial sales person [redacted] ran the Analyzer program on my PC and told me ‘this is a very common problem that we deal with every day and the tech can fix it, no problem” At NO time was I told verbally or on the chat screen "technical support will provide our best effort to resolve the technical issue but don’t guarantee to fix it", (to which I have a full copy of all the chat screen activity) If that statement had been made to me I NEVER would have allowed them to work on it, especially after I had been told ‘this is a very common problem that we deal with every day and the tech can fix it, no problem” Additionally, I have more problems with my system since I allowed Answers By remote access It runs much slower, and spam mail has jumped from an average of very few per day to 25/per day The tech had deleted all my temps files, also stamenu items with spam filters etcwhich had absolutely nothing to do with my printer connection problem! There are many, many complaints posted on the internet by individuals who Answers By could not help with computer repairs It is obvious they are not qualified nor ethical I demand the $be refunded to me for services NOT provided and subsequent damages to my computer system! Regards, [redacted]

March 31, Revdex.com of Orange County CA Viewridge Ave Suite San Diego, CA RE: Case# [redacted] [redacted] Thank you for your recent inquiry on behalf of Ms [redacted] We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers A member of Acer’s Corporate Customer Care has spoken with the consumer regarding this matterIt was explained to Ms [redacted] that when she purchased the plan on 3/17/it is good for one year from the date of purchaseWhile we cannot refund Ms [redacted] for the $for the five issue plan she purchased, for one time customer satisfaction, Ms [redacted] was offered a refund in the amount of $for the one issue plan she purchased on March 25, Ms [redacted] accepted our offer The terms and conditions state as follows “A five (5) issue plan that is good for one (1) year or the use of all five (5) issues, whichever occurs firstIt is designed to address five (5) separate computer issues for a single pc during that timeframeIt is fully refundable only if it is not used within days from date of purchase and a request for refund is requested by YouAfter the day period it is non-refundable.” I hope this letter has satisfactorily addressed the Revdex.com concernsThank you again for your inquiry and for providing us the opportunity to respondIf you have any additional questions, please don’t hesitate to contact me Best regards, Corporate Customer Care

April 23, 2015> Revdex.com San Diego Office Viewridge Ave # San Diego, CA RE: Case# [redacted] [redacted] Thank you for your recent inquiry on behalf of [redacted] We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers We regret to hear of the difficulties [redacted] has had with his Gateway computerA member of Gateway’s Corporate Customer Care has spoken with the consumer regarding this matterIt was explained to [redacted] that Answers By will provide their best efforts to resolve the issue over the phone The terms and conditions state as follows “Any Service provided is not refundable due to non-resolution of any or all issues, data loss, or any hardware or software failures that could result from this ServiceLocal service may also be advised depending on the results of the troubleshooting done such as your need to obtain recovery media or parts to resolve the issueSuch situations are considered valid and chargeable support and will not be eligible for a refund of Services purchased in part or whole.” Unfortunately, we cannot honor [redacted] request for a refund I hope this letter has satisfactorily addressed the Revdex.com concernsThank you again for your inquiry and for providing us the opportunity to respondIf you have any additional questions, please don’t hesitate to contact me Best regards, Corporate Customer Care

October 27, 14pt;"> Revdex.com of San Diego Viewridge Ave Suite San Diego, CA RE: Case# [redacted] [redacted] Thank you for your recent inquiry on behalf of Ms [redacted] We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers A member of Gateway’s Corporate Customer Care has spoken with Ms [redacted] in regard to her complaintAfter speaking with the customer, Ms [redacted] explained that she has an Asus Computer and an HP PrinterMs [redacted] does not have an Acer or Gateway productI apologized to Ms [redacted] for the issue she is having location the Corporate information for Answers By, and it was explained to Ms [redacted] that Answers By is not run or managed by Gateway, but a 3rd Party Company that we refer our out of warranty customers and or our customers needing “How To” supportMs [redacted] was provided Answers By Corporate Headquarters address and contact information I hope this letter has satisfactorily addressed the Revdex.com concernsThank you again for your inquiry and for providing us the opportunity to respondIf you have any additional questions, please don’t hesitate to contact me Best regards, Corporate Customer Care

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I feel a complete refund is in order, due to the rudeness of the original customer service representative, my problem not being addressed (I fixed the problem on my own)), Also I received messages from their office, but when I call back their is no one answering or returning my call Regards, [redacted]

May 19, Revdex.com [redacted] Office [redacted] La Posada [redacted] , TX [redacted] Re: [redacted] Thank you for your recent inquiry on behalf of Mrs [redacted] We appreciate the Better Business Bureau’s efforts to resolve consumer complaints and to promote communications between businesses and consumers A member of Acer’s Corporate Customer Care has spoken to Mrs [redacted] about the issue she is having with getting support for her computer It was explained to Mrs [redacted] that the technical support number she called for support is an out of warranty support line that requires payment before any support is renderedMrs [redacted] was advised that we would not be able to reimburse her for the charges on the services she did receive For customer satisfaction, Mrs [redacted] was offered a set of recovery media free of chargeMrs [redacted] accepted the offer and understands that she will receive a follow up call once she receives the recovery disk I hope this letter has satisfactorily addressed the Revdex.com’s concerns Thank you again for your inquiry and for providing the opportunity to respond If you have any additional questions, please don’t hesitate to contact me Best Regards, Corporate Customer Care

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below To whom it may concern:i want the company to pay for the defective hardware they manufacture I can not afford to pay $which they are demanding for, I am a college student that needs a laptop to succeed in life I do not understand why they make me liable for something that is defective once they produce it? Then on another note the speakers on this computer do not work once again that is internal problem also the screen goes pitch black all the time when I try to turn it on, once again that is internal a problem as well so tell me how am I liable for repair costs?i am protected as a consumer under the consumer protection act and the (The Magnuson-Moss Warranty Act (P.L93-637) is a United States federal law (U.S.C§ et seq.)Enacted in 1975, the federal statute governs warranties on consumer productsThe law was created to fix problems as a result of manufacturers using disclaimers on warranties in an unfair or misleading manner.) SO PLEASE TAKE CARE OF THE ISSUE BEFORE I SEEK LEGAL ACTION THANK YOU Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

March 13, Revdex.comViewridge Avenue #200San Diego, CA RE: Case# [redacted] [redacted] Thank you for your recent inquiry on behalf of Ms [redacted] We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumersWe regret to hear of the difficulties Ms [redacted] has had with her Gateway computerA member of Corporate Customer Care has spoken with the consumer regarding this matterIt was explained to Ms [redacted] that her system had a multitude of 3rd Party programs, malware and viruses which the technician removed from Ms [redacted] ’s systemThe issue was resolved and this was confirmed by Ms [redacted] herself Ms [redacted] was never told that she would be given a refund if the issue wasn’t resolvedI listened to the calls to verify this as wellFurther, the customer made the purchase via the website, where the terms and conditions are clearly shown before clicking to purchaseUnfortunately, we cannot honor Ms [redacted] ’s request for a refund I hope this letter has satisfactorily addressed the Revdex.com concernsThank you again for your inquiry and for providing us the opportunity to respondIf you have any additional questions, please don’t hesitate to contact meBest regards, Corporate Customer Care

11/10/ [redacted] RE: [redacted] – [redacted] Thank you for your recent inquiry on behalf of Ms [redacted] We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers A member of Acer’s Corporate Customer Care Team worked with the third party technical support company, Answers By, and they have agreed to refund Ms [redacted] for one of the double chargesIn addition, they will be refunding her $in order to address the overcharge issue I hope this letter has satisfactorily addresses the Revdex.com’s concerns Thank you again for your inquiry and for providing the opportunity to respond If you have any additional questions, please don’t hesitate to contact me Best Regards, Corporate Customer Care

Revdex.com:Thats a lie.I never confirmed that my issue was resolved.They gave me days to call back if issue is not resolved and I called the next day and said my computer is still broken asking for refund.A guy who was located outside of USA confirmed Ill receive a call on Monday from billing department and will receive my refund.On upcoming Monday I didnt receive a call and contacted them again via chat and agent Smith said Ill receive the call the next day.I called them myself and asked to speak to somebody located in USA,they said it is impossible and agent transfered me to somebody else.The next day,which is was Tuesday ,somebody called me and said they will not issue me a refund.He was giving me an attitude and was rude.He absolutely refused to issue me a refund and I said Ill sue the company.Now,they are lying to get themselves covered.This company is an absolute fraud and Im not the first customer they charged,didnt fix the issue and refused to give a refund.Huge shame on Gateway company who is hiring agents outside of USA who are barely speak English ,lie to customers and never get punished I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY] Regards, [redacted]

December 3, Revdex.com San Diego Office Viewridge Ave # San Diego, CA RE: Case# [redacted] [redacted] Thank you for your recent inquiry on behalf of Ms [redacted] We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers We regret to hear of the difficulties Ms [redacted] has had with her computerA member of Gateway’s Corporate Customer Care has spoken with the consumer regarding this matter and for customer satisfaction we agreed to refund the customer’s money for the support I hope this letter has satisfactorily addressed the Revdex.com concernsThank you again for your inquiry and for providing us the opportunity to respondIf you have any additional questions, please don’t hesitate to contact me Best regards, Corporate Customer Care

5/19/ Revdex.com of Orange County CA Viewridge Ave Suite San Diego, CA RE: ID# [redacted] [redacted] Thank you for your recent inquiry on behalf of Mr [redacted] We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers A member of Acer’s Corporate Customer Care has spoken with the consumer regarding this matterIt was explained to Mr [redacted] that Answers By will provide their best efforts to resolve the issue over the phoneAfter attempting to resolve the issue over the phone, Mr [redacted] was advised that he may need to purchase recovery media in order to continue with the issue The terms and conditions state as follows “Any Service provided is not refundable due to non-resolution of any or all issues, data loss, or any hardware or software failures that could result from this ServiceLocal service may also be advised depending on the results of the troubleshooting done such as your need to obtain recovery media or parts to resolve the issueSuch situations are considered valid and chargeable support and will not be eligible for a refund of Services purchased in part or whole.” At this time a refund is not an option I hope this letter has satisfactorily addressed the Revdex.com concernsThank you again for your inquiry and for providing us the opportunity to respondIf you have any additional questions, please don’t hesitate to contact me Best regards, Corporate Customer Care

RE: Case# Arial, sans-serif;"> [redacted] Thank you for your recent inquiry on behalf of Mrs [redacted] We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers Mrs [redacted] contacted our paid technical support for assistance with issues concerning our Acer notebook not being able to communicate with a third party non Acer printerWe provide disclaimers that our technical support will provide our best effort to resolve the technical issue but don’t guarantee to fix itCustomer agreed to these terms and technical support was provided to our best effortsUnfortunately we will not be able to provide a refund I hope this letter answers any questions about this issue but if you have any additional questions, please don’t hesitate to contact us Thank you, Corporate Customer Care

November 19, Revdex.com San Diego Office Viewridge Ave # San Diego, CA RE: Case# [redacted] [redacted] Thank you for your recent inquiry on behalf of Ms [redacted] We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers We regret to hear that the support given did not resolve Ms [redacted] ’s issues Answers By is a paid technical support company that will give their best effort to resolve the issue I hope this letter has satisfactorily addressed the Revdex.com concernsThank you again for your inquiry and for providing us the opportunity to respondIf you have any additional questions, please don’t hesitate to contact me Best regards, Corporate Customer Care

September 25, 2014 RevDex.com Answers By Gateway 7565 Irvine Center Dr Irvine CA 92618 Re: [redacted] Thank you for your recent inquiry on behalf of Mr. [redacted] . We appreciate the RevDex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers. Mr. [redacted] has filed a complaint with Answers By Gateway RevDex.com. We are an out of warranty support division that offers technical support for out of warranty for a repair fee. Our records do not show that the customer [redacted] contacted us in regards to his computer. I hope this letter has satisfactorily addressed the RevDex.com’s concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me. Best Regards, Corporate Customer Care September 25, 2014 RevDex.com Answers By Gateway 7565 Irvine Center Dr Irvine CA 92618 Re: [redacted] Thank you for your recent inquiry on behalf of Mr. [redacted] . We appreciate the RevDex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers. Mr. [redacted] has filed a complaint with Answers By Gateway RevDex.com. We are an out of warranty support division that offers technical support for out of warranty for a repair fee. Our records do not show that the customer [redacted] contacted us in regards to his computer. I hope this letter has satisfactorily addressed the RevDex.com’s concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me. Best Regards, Corporate Customer Care

5/08/ 3"> Revdex.com [redacted] RE: [redacted] Thank you for your recent inquiry on behalf of Ms [redacted] We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers A member of [redacted] Corporate Customer Care has attempted contact with Ms [redacted] in order to assist in her concerns We have been unable to make contact with the customer and have left messages asking for a callback We have agreed to a full refund The refund has been processed and can take 3-business days to show on Ms [redacted] ’s card I hope this letter has satisfactorily addressed the Revdex.com’s concerns Thank you again for your inquiry and for providing the opportunity to respond If you have any additional questions, please don’t hesitate to contact me Best Regards, Corporate Customer Care

November 21, [redacted] RE: Case# [redacted] [redacted] Thank you for your recent inquiry on behalf of Mr [redacted] We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers The computer is a little over two years out of warranty and according to our records it has never been serviced by Acer If Mr [redacted] would like to get service we can offer an out of warranty repair for a reduced fee If Mr [redacted] would like to proceed with this offer he can give us a call back and we will set this up for him I hope this letter has satisfactorily addressed the Revdex.com concernsThank you again for your inquiry and for providing us the opportunity to respond Best regards, Corporate Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

November 12,
Revdex.com
">San Diego Office
Viewridge Ave #
San Diego, CA
RE: Case# ***
*** * ***
Thank you for your recent
inquiry on behalf of Ms***We appreciate the Revdex.com
efforts to resolve consumer complaints and to promote communications between
businesses and consumers
We
regret to hear of the difficulties Ms*** has had with her Gateway
computerA member of Gateway’s Corporate Customer Care has spoken with the
consumer regarding this matterIt was explained to Ms*** that Answers
By will provide their best efforts to resolve the issues over the phone
The terms and conditions
state as follows “Any Service provided is not refundable due to non-resolution
of any or all issues, data loss, or any hardware or software failures that
could result from this ServiceLocal service may also be advised depending on
the results of the troubleshooting done such as your need to obtain recovery
media or parts to resolve the issueSuch situations are considered valid and
chargeable support and will not be eligible for a refund of Services purchased
in part or whole.” Unfortunately, Answers
By cannot honor Ms***’s request for a refund
I hope this letter has
satisfactorily addressed the Revdex.com concernsThank you again
for your inquiry and for providing us the opportunity to respondIf you have
any additional questions, please don’t hesitate to contact me
Best regards,
Corporate Customer Care