Answers By Gateway

November 12,
Revdex.com
San Diego Office
Viewridge Ave #
San Diego, CA
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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

May 31, Revdex.com *** ***
*** ** ***
*** ** *** RE: Case#
*** *** M *** Thank you for your recent inquiry on behalf of Mr***. 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 talked with Mr*** regarding the calls he had with Answers By. Acer talked with Answers By and due to the issues he had with support they have agreed to give Mr*** 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 respond Best regards, Corporate Customer Care

March 4,
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Revdex.com
La Posada
Austin, TX
RE: Case# *** *** * ***
Thank you for your recent inquiry on behalf of *** ***. We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.
A member of Answers By Gateway has spoken with *** *** regarding this issue. Answers By Gateway has agreed to return of the issues to *** *** that she paid for in her initial issue plan. She has also been provided instructions to restore her product back to factory settings to help resolve the issue she is having with her computer and someone will follow up with her after restoring her computer to ensure her issue is fully resolved
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,
Answers By Gateway

September 22,
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Revdex.com
Answers By Gateway
Irvine Center Dr
Irvine CA
Re: *** *** *** ***
Thank you for your recent inquiry on behalf of Mr***. We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.
Mr*** 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 *** *** 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

RE: Case# *** *** ***
Thank you for your recent inquiry on behalf of Mrs*** ***We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers
Our apologies on not clarifying the model Mrs*** ownsThe model of her Emachine is “EL1200-01E” which was provided to our paid technical support. The support that was given is a best effort and the customer had to agree to the terms and conditions before providing a form of payment for services rendered to her computer
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

5/08/
Revdex.com
*** ***
*** ** ***
*** **
***
RE: *** * *** ***
Thank you for your recent inquiry on behalf of Ms***. We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.
A member of *** Corporate Customer Care has attempted contact with Ms*** 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***’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

June 19, 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’s efforts to resolve consumer complaints and to promote communications between businesses and consumers A member of Acer’s Corporate Customer Care spoke with Ms*** regarding her issue with Answers By support. The paid support given by Answers By is a best effort service; they will try to get the unit working via technical support. The technician tried to get the unit working over the phone but it looks like the issue might be hardware related. Ms*** asked for a refund due to the issue not being resolved, Ms*** and Answers By agreed on a partial refund. 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

June 19,
Revdex.com of Orange County CA Viewridge Ave Suite 200
San Diego, CA
RE: Case# *** *** S***
I am in receipt of your email stating that the Revdex.com Complaint has been closed as unresolved
Ms*** purchased a issue plan on September 30, Ms*** contacted us at that time to request we clean out her computer as it was “messed up” and she was unable to get into her software programsAs requested, we performed the restore and issue was resolved with no incident
The second time Ms*** contacted us was in January 31, Ms*** called us requesting we clean out her computerThe Technician restored the computer as requested and Ms*** agreed with the technician that the computer was 100% operationalOn February 7, Ms*** called in stating that she was unable to open documents in Microsoft WordPrior to send the Customer to a supervisor for further assistance, our technician provided his best effort support in attempts to get Microsoft Word to function again. Ms*** was given a resolution of creating a new user account since the user account that Ms*** used to access that program was corruptedMs*** declined our resolution and opted to take her computer to her local technician. Ms, *** also let our technician know that she is using a free trial version of the software
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
Respectfully,
*** ***
Corporate Customer Care
Phone: ***
Email: ***.***@acer.com

March 16, Revdex.com Viewridge Avenue #San Diego, CA RE: Case# *** *** *** We sincerely apologize for any inconvenience and frustration this issue may have caused Ms*** As previously stated, Ms*** agreed to the Terms and Conditions that are clearly posted before she clicked purchase via the website Ms*** was asked if the issue was resolvedMs *** confirmed the issue had been resolved and stated if she had any additional issues later that she would call and have the tech work on it againThe customer refused to allow the tech to work on the issue a second time We will not be providing Ms*** 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

April 23,
Revdex.com
San Diego Office
Viewridge Ave #
San Diego, CA
RE: Case#
*** *** ***
Thank you for your recent inquiry on behalf of *** ***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 *** *** has had with his Gateway computerA member of Gateway’s Corporate Customer Care has spoken with the consumer regarding this matterIt was explained to *** *** 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 *** *** 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

March 24,
"">
Revdex.com of Orange County CA Viewridge Ave Suite
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
A member of Acer’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 issue over the phoneAfter attempting to resolve the issue over the phone, Ms*** was advised that she would 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
We apologize for any misinformation Ms*** received and Ms*** was offered a $refund through Answers By Even though Ms*** is currently out of her year standard manufacturer’s warranty, Ms*** was offered to speak with technical support to help resolve the issue, and if technical support determines the unit needs to come in for repair, Ms*** was offered for time Customer Satisfaction a repair free of charge
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

February 4,
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*** *** ***
*** ***
*** ** ***
*** ** ***
RE: Case# *** *** ***
Thank you for your recent inquiry on behalf of *** ***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 *** *** has had with his Gateway computerA member of Gateway’s Corporate Customer Care has spoken with the consumer regarding this matterIt was explained to *** *** 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.” At this time a refund is not an option
Unfortunately, we cannot honor *** *** 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

June 3,
"">
Revdex.com of Orange County CA Viewridge Ave Suite
San Diego, CA
RE: Case# *** *** S***
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
A member of Acer’s Corporate Customer Care has spoken with the consumer regarding this matterIt was explained to Ms*** that a refund is not an option“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.”
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

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

December 3,
Revdex.com
">San Diego Office
Viewridge Ave #
San Diego, CA
RE: Case# [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

April 21, 2014
Revdex.com
Austin Office
1005 La Posada
Austin, TX 78752
Re: [redacted]
We sincerely apologize for any inconvenience and frustration this issue may have caused Mrs. [redacted].
Acer has made a good faith effort to resolve the issues the customer is experiencing with her system even though the system is not supported by Acer.  Mrs. [redacted] declined the offer for the reduced repair to have her system repaired and backed by a 90 day repair warranty on that work.
I want to take this opportunity to emphasize that we at Acer America stand behind our products and their warranties. We are very proud of both our quality record and our service capabilities. Acer would like to provide the same great service and back the warranty of all of our products.
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.
Answers 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 25/30 per day. 
The tech had deleted all my temps files, also start-up menu items with spam filters etc. which 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 $99.99 be refunded to me for services NOT provided and subsequent damages to my computer system!
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]

August 18,...

2014                                      ...⇄
Revdex.com
4747 Viewridge Ave #200
San Diego, CA 92123
RE:  Case# [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 Gateway’s Corporate Customer Care has spoken with Ms. [redacted] regarding this issue.  After speaking with Ms. [redacted] we have discovered she has purchased a refurbished computer from Walmart on April 17, 2014 with a 3 year extended warranty.  After speaking with Ms. [redacted] it appears she has not been speaking to Gateway regarding her issue but instead has been speaking to the 3rd party company that administers the extended warranty she purchased with Walmart.  We have advised Ms. [redacted] based on the symptoms she has explained to us it does appear she has a software issue and we have recommended that she reinstall her operation system to factory settings.  We have emailed instructions to her in order to get this done, and advised her if this does not fix her issue she may have a hardware issue.  Since she is out of her 90 day warranty that came with her computer she would need to contact the 3rd party company again that oversees the extended warranty for Walmart if the restore to the operation system does not resolve her issue.  Ms. [redacted] thanked us for the information and will give them a call if the restore does not fix her issue.
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.
I wasn't read the terms and conditions in the quoted lines. With that being said, the knowledge for the associates that support this company weren't so knowledgeable, especially  if another company can resolve the same issue in a fraction of the time it took to try to attempt to diagnose the problem. Had I known this much frustration and a deficit towards my bank account I would have never made this decision, but because I was unable to access my computer to complete work and my assignments I thought that this was the necessary and responsible thing to do to resume my responsibilities. I have reached out to the company twice before and once today, they assured me I was to get a phone call regarding the dispute and the refund, I'm still waiting. Time after time, I've reached out trying to make myself whole, I've lost the time, and the money, at no expense to the company, I have gotten my computer fixed through another provider, I don't see how this doesn't make sense to receive a refund. This has put a foul taste in my mouth for both Answersby, and Acer. It's saddening how a corporation can't see the struggles I've made to resolve my own issues with the computer and the amount of money that I've invested. 
Regards,
[redacted]