Answers By Gateway

November 10,...

2014                              
Revdex.com of San Diego & Imperial Counties
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. 
Ms. [redacted] has been contacted regarding this issue.  The agent explained to her that we will not be able to refund her for services she contracted with, paid for support, and was provided the service or for equipment she purchased.  It is very unfortunate that we were not able to resolve 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

May 19, 2014
 
 
Revdex.com
[redacted] Office
[redacted] La Posada
[redacted], TX [redacted]
 
Re: 10049457 [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 rendered. Mrs. [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 charge. Mrs. [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

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

Review: I recently purchased a Gateway laptop from Walmart.com. Initially, the computer appeared to be operating fine. Over the course of three weeks, I used this computer just over five hours. On Monday, April 13, 2014, I connected the computer to the power cord, plugged it into an outlet, and powered it up. I received a warning that the battery was low, to use the power cord, which I was already doing. I have since discovered that this computer is missing a part essential to not only charging the battery, but also to powering the system. With a fully charged battery, I would not have known the computer was defective until that battery would no longer charge and the computer would not operate with a power cord. I contacted customer service, only to be treated in an extremely condescending and rude manner. I attempted to obtain an email or phone number to Gateway corporate headquarter and was redirected to their the very same customer service representative to was hateful in earlier conversations. When I asked to speak to a supervisor, he disconnected my call. Now, I am saddled with a computer that does not function and I have absolutely no recourse. Thank you,Desired Settlement: I would request to return this poorly constructed computer for a refund so I may purchase another that is not a Gateway.

Business

Response:

April 18, 2014 Revdex.com Austin Office 1005 La Posada Austin, TX 78752 Re: [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. A member of Acer’s Corporate Customer Care has spoken to Mrs. [redacted] about her concerns and the issues she is having with her product. After investigation of her serial number, it was discovered that Mrs. [redacted] purchased a refurbished Gateway notebook computer that is no longer supported by Gateway/Acer and is no longer under warranty. Mrs. [redacted] was advised to contact the third party company that holds the warranty on her product. Mrs. [redacted] declined to do that and was offered repair service at a fee. Mrs. [redacted] was advised of the fee $249 but it was reduced to $175 plus tax for customer satisfaction. Mrs. [redacted] declined that offer. The request for a refund is not an option. 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

Consumer

Response:

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.

Regards,

I now have a Gateway laptop computer that I paid $250 for, which worked for only five hours, and which everyone wants to charge additional money in order to fix it. Again, with no guarantees. This computer should have operated correctly when it came off the assemble line, but it did not. It should have operated correctly after it was repaired, but it did not. Now, everyone wants to charge me an insane amount for a third chance to correct a mistake they did not repair on the two earlier opportunities. These companies refuse to be responsible for selling shoddy equipment to consumers. Gateway once had an impeccable reputation, but obviously no longer. Sad that it cost me so much to discover this truth. Warranty or not, a computer should last longer than a few hours. But, once a corporation has the money for their sad excuse of a product, why should they care? Who will help the consumer make them accountable? No one. So, I will not spend additional money on product repair that a corporation may or not actually repair. I just don't have the money to add to the coffers of Gateway's already financially bloated CEO.

Business

Response:

April 21, 2014

Review: I have been eperiencing difficulty getting and staying on internet and after consulting Geek Squad, Microsoft, Ccomcast, Cisco was told tocontact gateway. They gaveme number of Answersbyand immediatly I was told to sign up for contract, that the would fix all of my computer problems, that the would have be bck on ine within minutes, then I waiting 45 minutes to speak with techniician who did not understand my problem and kepme online another two and a half hours and did not resolve problem. I was only able to get on line myself by rebooting computer but not from any action answersby told me to do. After I got myself online they told me THEY got me on line.Not true. I call back and waited 45 minutes again and spoke with other tech aand spent 2 hours on line with her, and she was unable to get me back on line noo matter what she told me to do which included deleting my Broadband, but this didn't work. Finally, I disconnnected the modem myself qnd got back online myself. I asked them to return the money I paid them and they refused.The did not deliver on their promises! Not one of them. Then they argued with me telling me they were not going to return my money. Please help me. I am a senior citizen and live on my Social Security and cannot afford to pay for services I do not receive.Desired Settlement: $299.99 returned to credit card.

Business

Response:

May 19, 2014

Revdex.com

[redacted] Office

[redacted] La Posada

[redacted], TX [redacted]

Re: 10049457 [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.

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 rendered. Mrs. [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 charge. Mrs. [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

Review: I bought a gateway computer 2/17 10 it had a loose screw and shorted my circuit board .Best Buys ([redacted],In #[redacted])sent my new computer in to see what the problem was and never replaced the screw to where it belonged.I know that because when I picked it up the screw was still in plastic bag in my folder. I took back to Best Buys and after filing a complaint, got it replaced with a new one , exact as mine.On apprxiamate 5/12 it started freezing up, I took it to One Stop Computer Repair,[redacted]###-###-####. The repair tech tried working on it for at least three months,When he finally gave up repairing it , he had me pick up, saying he couldn't figure out the proble, SAID HE HAD ANOTHE COME IN EXACT MODEL AS MINE,DOING THE SAME THING.I know it is not under warranty , but I would think a computer as new as this would still be working and covered still. My old computer was a Dell and I had it for 6 years and never had one bit of trouble with it. I am just now getting around to filing a complaint because last year when it was messing up I was in the middle of moving, buying a house to fix up and moving again.I thinnk that Gateway should stand behind their product and since one exact to mine was doing the same thing makes me wonder if it was the model. The computer guy said he had never had a computer he couldn't fix. The reason he kept it so long.Desired Settlement: I want mine fixed or replaced free of charge. $500 was hard for me to come by . I sold mine and came up with $150 difference to purchase a laptop.

Business

Response:

January 23, 2014

Revdex.com

RE: [redacted] – [redacted]

Thank you for your recent inquiry on behalf of [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 had made contact with Ms. [redacted] so that we can discuss her complaint more thoroughly. Customer was advised since the unit is out of warranty we could work with her to do an out-of-warranty repair at a reduced cost. Ms. [redacted] was advised that due to the age of the unit part availability can become an issue and if we cannot resolve the issue via repair at cost we would offer a replacement at a reduced cost.

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

Review: Called Acer canada to obtain customer service tech support for a recovery screen issue. Was sold an over the phone tech support service for $239 Usd. Was advised that a tech agent would be able yo resolve my computer issue remotly. A tech became available, did some trouble shooting but was not able to solve my Pc issue. Was told to call another 3rd party for additional assistance. That was not the service I was SOLD! I was sold the service in false pretenses. If I had to do the leg work of calling different 3rd parties to assist with the PC issue, Why did I have to pay them?

I was also told a shift supervisor would call me back yet no callDesired Settlement: I expect a full refund for a service not rendered. Yes my call was picked up, but a solution was not offered as I was sold on that it would be. Remote assistance and repair of my PC did not happen.

Business

Response:

December 3, 2015

Revdex.com

San Diego Office

4747 Viewridge Ave #200

San Diego, CA 92123

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 computer. A

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 concerns. Thank you again

for your inquiry and for providing us the opportunity to respond. If you have

any additional questions, please don’t hesitate to contact me.

Best regards,

Corporate Customer Care

Review: Purchased a technical assistance plan in November of 2014 for my [redacted] computer. My contractual plan included 5 "incidents". The first attempt at resolving my computer issue was unsuccessful and I've had to repeatedly call back for the exact same issue-"low computer memory". I explained to them each of the 4 or 5 times I've called that they never permanently fixed the issue and I shouldn't be deducted an additional "incident". Each time the technician says they've resolved the problem but within a few days the problem reappears. The last time I called February 3, 2015 he stated he fixed it and added more memory, yet 3 days later- same issue. Since I've used this "service", a term I use loosely because wait times exceed 30 minutes and they do not listen at all to what you tell them, my computer runs slower, programs fail, and it locks up more than ever. This is a blatant violation of their agreement to have expert technicians resolve your computer problems.Desired Settlement: Resolve my issue without further damage and refund my money.

Business

Response:

March 4, 2015

Review: I contacted gateway warranty dept.,due to issue with a refurbished desktop that I order online from Walmart store and I also brought a 3 years warranty to cover the product, when I called gateway to have my products services the representative was very rude, he talked over me and and refuses to honor the warrant product. when I tried to explain to him that the product is not properply working, he said to me that he is just going to keep on repeating what he told me which was my product is not cover by warranty, this representaive was so rude,I have never encounter anythung like this before. when I purchase warranties on my products and the producs fails to work properly other warannty dept. has always honored my warrant, but gateway refuses to even listen to my complain, very rude to me.Desired Settlement: I would very much like for gateway to replace the product with a working product or refund all of my money back to my credit card in the amount of $213.36 the amount that I paid for product.

Business

Response:

August 18, 2014

Review: I purchased a warranty for my desktop computer on March 17,2014. The warranty consisted of five issues involving any computer in my home. Well,I wasn't informed that if the five issues weren't used up in one year that my warranty would expire. I explained this to the tech on March 25,14. I thought that I had for more issues that I could use. My computer froze up and I was calling in to use one of my issues that I paid $149.99 for. I was told that my warranty expired. I didn't receive an email or anything warning me that my warranty that I paid $149.99 for was doing to expire! I am furious! I think that they should have sent out a warning that it was gonna expire! Or at least fixed my computer without me having to purchase another warranty! I wasted $150 on a warranty that I only used once! I want my money back or at least half of it! I was not warned that my warranty was about to run out! I AM FURIOUS!Desired Settlement: Because the problem with my computer was actually BEFORE the expiration date, I want my money back!

Business

Response:

March 31, 2014

Revdex.com of Orange County CA

4747 Viewridge Ave Suite 200

San Diego, CA 92123

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.

A member of Acer’s Corporate Customer Care has spoken with the consumer regarding this matter. It was explained to Ms. [redacted] that when she purchased the plan on 3/17/13 it is good for one year from the date of purchase. While we cannot refund Ms. [redacted] for the $149.99 for the five issue plan she purchased, for one time customer satisfaction, Ms. [redacted] was offered a refund in the amount of $79.99 for the one issue plan she purchased on March 25, 2014. 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 first. It is designed to address five (5) separate computer issues for a single pc during that timeframe. It is fully refundable only if it is not used within 15 days from date of purchase and a request for refund is requested by You. After the 15 day period it is non-refundable.”

I hope this letter has satisfactorily addressed the Revdex.com concerns. Thank you again for your inquiry and for providing us the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me.

Best regards,

Corporate Customer Care

Review: I HAD A ISSUE WITH MY COMPUTER. I WAS ADVISED THAT IT WAS A MANUFACTURE ISSUE . I WAS ADVISED TO SEND THE COMPUTER BACK . I THAN RECEIVED AN EMAIL THAT THE COMPUTER WAS FIX AND WAS BE PREPRARED FOR SHIPMENT . THAN I RECEIVED THE COMPUTER BACK AND WITH IT WAS A LETTER STATING THAT THEY COULDN'T FIX IT THAT IT WAS INFESTED. SO I CONTACT TECH SUPPORT BACK AND WAS ADVISED OF THIS [redacted]: The email is computer generated so it send that out to everyone once the unit is about to ship back. THE EMAIL STATED THIS Dear Customer: Case ID: [redacted] Product: [redacted] ; [redacted] Your computer has been

repaired and has been prepared for shipment. You will receive another eMail containing the shipping tracking number.

Sincerely yours. Acer Service Repair Center http://www.acer.com/

if a company hasn't fixed your product they should never advised you they didDesired Settlement: I believe if they can't fixed because it be infested that should give me a new one since I had it only three month before this happen

Business

Response:

September 22, 2014

Review: I have a computer recovery problem and called maker of laptop [gateway] and was given a phone # to contact their tech support group, I called and was advised of what will be done to have laptop working and that I have to make payment of $99.00 for one time support or $149.99 for 5 support on laptop or any other computer in the home, I then said go ahead, and was told I had to pay first, I was very hesitant and asked why should I pay when you haven't done any thing yet [speaking with a [redacted]] advised that I will need a pin# in order for the Tech to start working, I dispited this and was assured their Tech was very good at his work and my laptop will be up and working in no time, I said ok and was trf to a phone line that took my credit caed info and gave me the pin# I was then trf to a tr\ech called [redacted] who told me that by looking at my laptop their senior tech [redacted] would called me in two hours to resolve prob. this was almost 12 am I had to call, for him to work on my laptop, he then asked me to turn laptop off and on then pressing alt key and tapping f8 key which I did a few times and nothing happened, he then told me we cant do this without a recovery disk and I have to call gateway to purchase CD and when I get CD I should call him to complete recovery, I called ph# which was given to me by answer by gateway and got no response, so I called gate and was told they would send me the CD for the price of $19.95 + tax, I did ordered cd, then I called answer by gateway and and asked for a refund because they were not able to assist me, he said ma'am this is none refundable,I advised but you were not able to help me, and the only reason why I paid that $144.99 was because I was assured that you were so good and will be able to bring my laptop to working, he insisted that he could not refund my money back,so I told him I would report this to the Revdex.com, he then said I will refund you $50.00 if you promise not to talk about Revdex.com,I did not ans and then he said he will listen to the tape to seeIDesired Settlement: refund my account, or send me a check

Business

Response:

March 24, 2014

Review: In dyer need of computer repair diagnosis I turned to Gateway who later then refereed me over to Answers By. Starting off, I am a full time student and I also work full time too, so I rely heavily on my computer everyday. When I first called them, I was talked into purchasing a plan for a year with assistance on troubleshooting for any device for $199. This was a HUGE investment, but I decided to go forth because I needed my computer to work. My computer would not boot up, with that being said, the first night was exhausting, I spoke with a gentleman who kept putting me on hold to review doing the same repetitive commands, expecting different results. After being on the phone for over 2 1/2- hours, he suggested that I download a file to run tests with on a thumb drive. I had to run to get my sisters computer to do what was asked. Once I had the thumb drive in the computer and it was running the test the gentleman told me it would take an hour to give back results and call back, once it reached midnight I gave up waiting for results. The next morning the thumb drive flashed and showed that there was nothing wrong with the computer, I called later that night, spoke with the same gentleman from the night before and I told him the results. He said he could run the same tests from yesterday and see if anything came up, after trying the same motions for 30 minutes I suggested a total reset to the computer, he agreed and we tried to proceed with the action, he said I needed to buy a back-up through them for 49.99. I was upset completely denied for that transaction. Asked for a refund he said I will get a call in 3-5 days, it's been 7 days. When I told my fiance he suggested calling Walmart to see if there was protection plan. It was confirmed I has the extended plan, called them up and within 17 minutes my computer started rebooting. I wasted so much time and money trying to fix what I thought was a huge issue was resolved in minutes with another company. So unsatisfiedDesired Settlement: A complete refund to the account charged on.

Business

Response:

November 12, 2015

Revdex.com

San Diego Office

4747 Viewridge Ave #200

San Diego, CA 92123

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 Gateway

computer. A member of Gateway’s Corporate Customer Care has spoken with the

consumer regarding this matter. It was explained to Ms. [redacted] 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 Service. Local 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 issue. Such 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. [redacted]’s request for a refund.

I hope this letter has

satisfactorily addressed the Revdex.com concerns. Thank you again

for your inquiry and for providing us the opportunity to respond. If you have

any additional questions, please don’t hesitate to contact me.

Best regards,

Corporate Customer Care

Consumer

Response:

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,

Review: My computer shut down so I called Gateway was told I didn't have a warranty so then was referred to Microsoft. They then referred to technical support which was answers by. I was told the computer could be fixed for $99.99. I paid and then was told needed to retrieve files off of computer to wipe clean. Purchased about $213.00 worth of new equipment and still not fix it. Was told I needed to purchase a recovery disk. Asked for manager explained situation was told I was not entitled to refund.Desired Settlement: Return my money because my computer is not fixed.

Business

Response:

November 10, 2014

Review: After getting the blue screen of death on our Gateway PC that was out of warranty - I was referred to this company by Gateway's website. I called the number and should have stopped this entire process when India answered the line. After answering some questions I was told, yes, yes, this is a simple software fix, there is not fatal damage to your computer and we can fix this problem.... for $150, upfront, service unseen. Dumb on part? yep. I told them I would have to talk to my husband about the charge ans suddenly the price went down to $129.99. Huh, imagine that. Still said I would have to talk to my husband. He says, I will hold, I say, no, my husband is at work, I will call back. After hanging up, the dude called my cell phone 3 times within 10 minutes of ending the call.

We agreed to use their service in lieu of buying a new PC and provided our CC # after verbalizing that they GUARANTEED to fix my computer. Once payment went through it was the most excruciating hour of my life between communication difficulties do to our accents, mine American his Indian and him having me turn my computer on and off, on and off, on and off. WHY??? what is this doing besides overheating my computer???? So after over an hour, it was determined that nope, they can't fix it but if I can track down new software (and pay for it mind you) then I am more than welcome to call back and they will walk me through installation. No thank you. I want my money back from these well coordinated scam artists. But based on reading prior complaints to Revdex.com, they won't - so I am here to say - DON'T BE SCAMMED BY THESE PEOPLE> RUN THE OTHER WAY!!! IF YOU ARE SMART ENOUGH TO CHECK Revdex.com - then be smart enough to RUN!!!!!Desired Settlement: Give me my money back so I can buy a new computer since you did not provide the service you "Guaranteed"

Business

Response:

5/08/2015

Review: I have an error on my Acer laptop which won't let me load my operating system. So I called answersby for technical support. I informed the customer service agent that I am almost certain I would need a recovery disk to fix this issue and he assured me that I wouldn't need that, he said he could help me over the phone for 99 dollars. I said can I get a deal or something and he brought it down to 79 dollars. I asked him, "do you guarentee that my computer will be fixed if I pay this? Because I don't want to pay money for nothing." He said yes I will fix your computer, don't worry. So I payed it. He tried to do simple methods like factory reset but they didn't work. Then at the end when he knew he couldn't fix it, he said I'm going to need a recovery disk. So I said, well I knew that... Why did I even pay you? And he said I was going to need his help to set up the recovery disk (which is not true, it comes with instructions) so I hung up. I called back a week later telling them my situation and they said it would be put under investigation. It took them over a week and they ended up saying I was denied a refund. So I got mad and asked to dowel with the head of the department and he said no. I asked for the call transcript and he said no again. He would not give me proof of any investigation or the conversation I had with the sales rep. I want to know if I can get a refund because my computer is still broken, I didn't even get anything out of this horrible experience.Desired Settlement: I would like the full amount that I payed to answersby and that's it.

Business

Response:

5/19/2014

Revdex.com of Orange County CA

4747 Viewridge Ave Suite 200

San Diego, CA 92123

RE: ID# [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 matter. It was explained to Mr. [redacted] that Answers By will provide their best efforts to resolve the issue over the phone. After 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 Service. Local 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 issue. Such 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 concerns. Thank you again for your inquiry and for providing us the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me.

Best regards,

Corporate Customer Care

Review: I WAS DIRECTED TO THERE WEB SITE THROUGH GATEWAY COMPUTERS FOR OUT OF DATE SERVICE FOR MY LAPTOP. THE REP FOR AnswersBy TOLD ME TO TALK TO A TECH IT IS $159 FOR HELP FOR YEAR SERVICE. I ASKED THEM FOR THAT KIND CASH WHAT GUARANTEE DO I HAVE. I WAS TOLD THEY HAVE THE BEST TECHS AND WOULD SOLVE MY PROBLEM NO PROBLEMS. I WENT AHEAD AND PAID FOR THEIR SERVICE AND TWO TECHS LATER, I WAS TOLD TO JUST RE-FORMAT THE HARD DRIVE. MY COMPUTER WAS OFF AND REBOOTS EVERY 5 SECONDS NOW. THEY GAVE ME A NUMBER TO GATEWAY TO ORDER A NEW DISK FOR THE OPERATING SYSTEM WHICH IS WINDOWS 7 AND THE COMPUTER IS RUNNING WINDOWS 8.1 PRO NOW. AFTER THAT I HAVE RE ORDER WINDOWS 8 FROM MICROSOFT AGAIN. THEY MADE IT WORSE THAN BEFORE I CALLED THEM. ALL MY TAX INFO IS GONE NOW. I CANNOT RETRIEVE ANY INFO OFF MY HARD DRIVE NOW. THE MICROSOFT TECH THERE PROCEDURES WIPED ALL MY INFO.Desired Settlement: I WANT A COMPLETE REFUND, IF THEY ARE GOING TO DO BUSINESS IN THE STATES BUT HAVE THERE CALL CENTER IN [redacted] THEY HAVE TO FOLLOW SOME TYPE OF RULES FOR FAIR BUSINESS PRACTICES.

Business

Response:

April 23, 2015

Review: On 7/8/14 I called 877-526-4466 "Answers By" needing a problem fixed, computer would not communicate/recognize printer. Hewlett-Packard had already verified remotely the printer was all good, problem is in my PC. I found Answers By on the internet and called. A tech in India kept me tied up for 3 hours with remote access and NEVER FIXED ANYTHING! Actually when he finally gave up my computer ran slower, he had deleted items from my start-up menu and programs. This morning 7/9/14 I had e-mail confirmation they had charged my credit card for $99.99. When I called customer service I was told they WILL NOT REFUND the $99.99 fee and he REFUSED to tell me where their headquarters office is located. The person on the phone said he is a supervisor but would only identify himself as Leander ID #[redacted] . NO WHERE on their website does it show where their headquarters is. After searching thru the internet I found them listed in Irvine CA. During my search efforts I also found many similar complaints about inability to fix computer problems and refusal to refund fees. Seems like a fraudulent company to me that cannot provide services advertised but quick to take your money!Desired Settlement: Refund of $99.99 fee charged to my credit card for PC repair the tech of Answers By was unable to provide.

Business

Response:

RE: Case# 10125835 [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 printer. We provide disclaimers that our technical support will provide our best effort to resolve the technical issue but don’t guarantee to fix it. Customer agreed to these terms and technical support was provided to our best efforts. Unfortunately 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.

Consumer

Response:

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.

Review: September 2013: Renewed & bought 5 incidences from AnswersBy.com (AB) because technicians that they had out of their NY offices were excellent. However, now I was told that NY offices were closing. I was forwarded to India. Ever since then, Ive had nothing but challenges with AB technicians. October 6, 2013: Used my 1st incident to clean out my computer. Next day: Could not connect into other software programs. Had to call up these software companies & use their technicians to fix issues. They said that certain files had been deleted that shouldnt have been deleted. Extra time & money spent.January 13, 2014: Used 2nd incident to clean out computer. I try to do it every 4 months so I have less chance of being infected with viruses. Again I had challenges right after technician worked on it. I would click on a word or excel document and get a screen that said, There is a problem sending the command to the program. Then I would click on the document again and again before it would open. Other weird errors popped up like see through screens. Many more issues as well. Called and talk with an supervisor,who told me to reinstall Windows 7 OR create another username and transfer all my data to that. My tech guy who I pay to deal with big issues had the software so I had him reinstall it. He didnt understand as he had replaced my hard drive 6 months ago and things worked perfectly. I told him about AB. He uninstall and reinstall Windows 7 but that didnt work. He tried everything possible but nothing worked. He said I need to bring it in and leave the computer for several days. Since I cant be without my computer, its only until today that Im finally taking it in. I ended up spending more time & money fixing what AB does wrong. I asked for a refund of $149.99-not their policy. Emailed AB on February 12th. No response. I re-emailed on May 27th saying I'd contact the Revdex.com if they did not respond. Called next day. Offered to fix computer. No way! Would not give refund.Desired Settlement: $149.99 refunded back.

Business

Response:

June 3, 2014

Revdex.com of Orange County CA

4747 Viewridge Ave Suite 200

San Diego, CA 92123

RE: Case# [redacted] S. [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 matter. It was explained to Ms. [redacted] 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 Service. Local 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 issue. Such 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 concerns. Thank you again for your inquiry and for providing us the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me.

Best regards,

Corporate Customer Care

Consumer

Response:

I got a call today from Acer Computers who refers their customers to AnswersBy for tech support for their computers that are out of warranty. They listened to my story and did contact AnswersBy to see if they would refund my money but came back and said, AnswersBy would not.

I suggested that they consider their business relationship with a company who does not service Acer customers in the best way. And that also will not accept responsibility for their actions especially when it costs a customer time and money for their mistakes. The Acer person said that she would bring it to their management's attention. Its says as lot when the company, Acer that is a big source of referrals for you (AnswersBy) asks you to refund their customer's money and you tell them that you won't. Evidently AnswersBy doesn't consider Acer a valuable source of customers.

At this point, the issue has not been resolved. AnswersBy has not responded to the complaint. I don't think that they will. It is becoming more obvious that this is a company that only cares about the money they make from customers and not about servicing customers with good service. Since February, I've spent so much time and money for their mistakes in working on my computer. I hope that by me bringing attention to a company that doesn't do good work, others will not suffer as I have.

Regards,

Business

Response:

June 19, 2014

Revdex.com of Orange County CA

4747 Viewridge Ave Suite 200

San Diego, CA 92123

RE: Case# [redacted] S. [redacted]

I am in receipt of your email stating that the Revdex.com Complaint has been closed as unresolved.

Ms. [redacted] purchased a 5 issue plan on September 30, 2013. Ms. [redacted] 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 programs. As requested, we performed the restore and issue was resolved with no incident.

The second time Ms. [redacted] contacted us was in January 31, 2014. Ms. [redacted] called us requesting we clean out her computer. The Technician restored the computer as requested and Ms. [redacted] agreed with the technician that the computer was 100% operational. On February 7, 2014 Ms. [redacted] called in stating that she was unable to open documents in Microsoft Word. Prior 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. [redacted] was given a resolution of creating a new user account since the user account that Ms. [redacted] used to access that program was corrupted. Ms. [redacted] declined our resolution and opted to take her computer to her local technician. Ms, [redacted] 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 concerns. Thank you again for your inquiry and for providing us the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me.

Respectfully,

Corporate Customer Care

Phone: [redacted]

Email: [redacted]@acer.com

Review: I contacted answersby to resolve a non-booting desktop computer. Sales representative asked me to describe the problem which I did. He assured that this problem is 100% software related and not hardware issues. I confirmed it multiple times about what if the problem relates to Hardware, but everytime he told me that this issues can not be hardware related as my computer shows "Gateway Logo" when it attempts to boot. I bought the support after getting assurance that Answersby would resolve the problem to my satisfaction. Please refer to cases related to [redacted].

One of the technicians tried to restor my computer to factory settings after backing up the data but did not complete the full process. I was told that the computer is fully restored. I was still getting messages like - System is preparing for its first use. Next morning, when I started the system it was giving me message - windows operating system is missing. I believe this is where my hard drive got damaged. Until this point it seemed that system was restored or at least no one told me that hard drive was damaged. I believe that my hard drive got corrupt in the process of resolution. Even if I believe that it was corrupt from the beginning the sales rep who sold me the support should not tell a lie that he is 100% confident thats its a software issues and they will resolve it to my satisfaction. I was told a lie to begin with. Later I asked for refund for not being to able to resolve the primary issue and damaging my hard drive, but they say they won't issues refund. I have decided to dispute the charges to my credit card.

In summary, their carelessness and lack of professionalism led to deletion of my data and ultimately damaging the hard drive.

?Desired Settlement: I want t refund.

Business

Response:

February 4, 2015