Bask Technology, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ** ***

Dear ***, ***, first off, we would like to thank you for being a member of Bask Technology since June 20, 2017. Over the last months, our service delivery team provided assistance with your computer on different occasionsWe are optimistic that your previous interactions were
positiveBask strives to exceed our customer’s experience as it relates to service; unfortunately, that was not the case on November 19, 2017. Justin Jones, our Director of Sales contacted you and we hope you are satisfied with the resolution that he offered. If for any reason you have any additional concerns or feedback, please do not hesitate to call. We will continue to focus on providing world class customer service experiencesSincerely, Susie J***

We appreciate Mr. [redacted]'s feedback. We have researched the described events to identify the source of the issue and to offer resolution.  Mr. [redacted]'s relationship with Bask began on January 13th 2016, when his Gmail account was sending deleted emails to his inbox, slowing down his...

computer's processors. We received a help request from Mr. [redacted] on our website, and a representative contacted him to diagnose the problem. Upon inspection of his computer, our technician determined that malicious software was causing the computer to receive thousands of previously deleted emails, which slowed its speed. The technician offered to remove the problematic software, perform a tune-up to improve speed, and restore his email. This work was quoted at $154.97.  The representative further offered Mr. [redacted] our Diamond membership, which would provide antivirus software, data backup, identity protection, tune-ups every 90 days, and discounts on future work. We told Mr. [redacted] we would include the first month of membership in the cost of the fix as quoted, and it would be an additional $24.99 per month after that. Mr. [redacted] agreed to pay $154.97 to have his computer issues fully resolved and to commence a Diamond membership with Bask.  Upon receipt of this complaint, we listened to Mr. [redacted]'s conversation with the technician who worked on his computer. The technician removed the malware and completed the tune-up, but was unable to immediately resolve the email issue. Believing it might be related to misfires within the Gmail backlog, the technician submitted a request for information on Google's Gmail Help Forum. He informed Mr. [redacted] that he would call back later to finish restoring his email. The technician reached out on January 17th 2016, and Mr. [redacted] informed us he was not available that day, but would have time the following day. During investigation, we discovered that the technician failed to follow up and complete the work order.  Mr. [redacted] contacted Bask Customer Service, informed us of his experience, and requested both a refund and cancellation of his membership. Once we determined the agreed-upon work was not fully completed, we apologized for the inconvenience, promptly cancelled his membership, and issued a full refund of $154.97 on January 20th 2016. Upon cancellation, members receive an email instructing them how to remove Bask software. During our investigation, we discovered that Mr. [redacted]'s cancellation email did not go through. The "Bask Backup" error message he received was due to his account being cancelled, and the program's inability to perform scheduled backups.  We certainly understand the frustration customers feel when they pay to have a computer fixed but the services don't meet our standard. We are sorry we were unable to meet Mr. [redacted]'s expectations in a way that would confirm the value of our services. We further apologize for the inconvenience Mr. [redacted] felt when calling Bask for continued support. We've experienced an unforeseen increase in call volume over the last few weeks, which resulted in unsatisfactory hold times and missed call-backs. We are working diligently to resolve this and to ensure we meet each of our member's needs.  Recognizing that we fell short in our care of Mr. [redacted], we reached out to apologize and offer free one-time tech support (valued at $149.99) to use at his discretion. Mr. [redacted] was kind and open in our conversation. We hope we have the chance to redeem ourselves, and we invite him to contact us if he needs any technology assistance in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We appreciate Mr. and Mrs. [redacted]’s feedback.  We have taken time to research the events above, in order to identify the source of the issue and ensure the most effective resolution to this problem.   Mr. [redacted]’s relationship with Bask (formerly iTOK) began when he was experiencing...

trouble accessing his email account. We received a help request from Mr. [redacted] on our website and a Bask representative contacted him to diagnose his problem. Upon inspection of Mr. [redacted]’s computer, our diagnostic tech found a number of malicious software add-ons that were contributing to Mr. [redacted]’s email issues. The representative offered to remove problematic software, perform a tune-up to improve speed, and restore access to Mr. [redacted]’s email. This work was quoted at $149.97.   The representative further offered to enroll Mr. [redacted] in our Member Care Gold program, which would provide Mr. [redacted] with Trend Micro Titanium antivirus software. Also included in the program was Mozy unlimited data backup, a free tune-up every 90 days (to be used at the member’s discretion), and discounts on future work if needed. The sales representative told Mr. [redacted] he could include the membership in the cost of the fix as quoted, and that it would be an additional $19.99 per month going forward. At the time, Mr. [redacted] saw the value in these services and expressed agreement to the membership. The invoice was adjusted to include the membership setup in the total cost of $149.97 as originally quoted for the one-time fix. Mr. [redacted] agreed to pay Bask (formerly iTOK) $149.97 to have his computer issues resolved, to have his computer fully cleaned up and optimized, and to commence a Member Care Gold membership with Bask. Mr. [redacted] checked the appropriate box to agree to Bask’s Terms and Conditions, entered his electronic signature, and clicked “Submit” to approve the work order and process the transaction. The Terms and Conditions he agreed to also state our cancellation policy.   Our Member Care Gold programs have no contractual obligation and can be cancelled at any time with a 30-day written notice from the member. This was explained to Mr. [redacted] when he initially signed up. However, we do accept verbal cancellation requests and promptly initiated our cancellation process as soon as Mr. [redacted]’s wife called on January 1, 2017. We are sympathetic to Mrs. [redacted]’s plight, and understand that it could be possible Mr. [redacted] does not recall accepting enrollment into our Member Care Gold program. His adjusted receipt clearly itemizes both his one-time fix for $79.99 and Member Care Gold setup for $69.98.   All of our Member Care program members receive several email notifications reminding them of their quarterly tune-ups, notices regarding software upgrades, and articles on current tech news in our monthly newsletter. Mr. [redacted]’s email has received several communications from Bask reminding him of service opportunities. There is no way we could have foretold of his medical difficulties over the past few years without notification from either Mr. [redacted] and his wife. It also would have been negligent on our part to arbitrarily discontinue Mr. [redacted]’s services due to no contact from either Mr. [redacted] or his wife since most of the support includes providing security for Mr. [redacted]’s computer on a continuous basis. To ensure our members receive the best pricing for our membership services, we have opted to use electronic communications to keep in touch with our members. This unfortunately limits our ability to offer these communications via phone. We will take this into consideration for future processes.   We regret that there seems to be some misunderstanding on the part of Mr. [redacted] as to what was purchased. We hope both Mr. [redacted] and his wife can understand and appreciate our position and inability to fully refund four (4) years of membership fees, as we have provided all contractual services agreed upon.   We are not unsympathetic to Mr. [redacted]’s recent health struggles over the past few years. In good faith, I have worked with our Executive team for approval to provide what we feel is a reasonable refund offer of $79.96 for the past four months of service. I hope this is a satisfactory resolution for both Mr. [redacted] and his wife. I would be happy to discuss this resolution, and refund options. Please call 866-515-4865 and select option 3, Monday – Friday 10:00 AM to 6:00 PM MST, and ask to speak with Jewelya Lees.

We appreciate Ms. [redacted]’s feedback. We have taken time to
research the events above in order to identify the source of the issue and
ensure the most effective resolution to this problem. According to our records, Ms. [redacted]’s relationship with
iTOK began when she was experiencing problems...

with her email account, and other
general problems on her computer. Following Ms. [redacted]s diagnosis, we quoted
a price to fix the issues, which she accepted. Whenever customers receive
technical support from iTOK, we also offer a member care program to protect
their computer and help prevent future issues. Ms. [redacted] declined the member
care program and continued with the one time service.  Upon agreement, we
collected $149.99 from Ms. [redacted] in exchange for addressing her email issues,
removal of any problematic software, a complete virus scan and removal of
malicious software and adware, a full computer tune-up, and various browser
setting adjustments to ensure ease of use in the future. An iTOK technician
then worked on Ms. [redacted]’s computer, completing all issues documented within
the agreed upon work order. Upon
completion of the work, we received a score of 9 out of 10 on the satisfaction survey
Ms. [redacted] filled outAdditionally, we inform each customer at the point of sale
that we guarantee our work for 5 days, during which time the customer may
contact us and we will perform any additional work needed. We requested that she call us immediately if she encountered
additional problems down the road. Ms. [redacted] did not contact us for any
further assistance. We’re sorry to hear that Ms. [redacted] was dissatisfied with
the work iTOK had performed on her computer. This is why we encourage our
customer’s to call us for additional assistance and coaching if they experience
a return of their original difficulties. You of course are not obligated to
call. However, not alerting iTOK, limits our ability to provide the full
breadth of our contractual agreement. Upon receipt of this complaint, we investigated and reviewed
all communications between Ms. [redacted], and iTOK. After reviewing the original
sales call we realized a portion of the verbally agreed upon work was not
listed on the initial work order. We made several attempts to contact Ms.
[redacted] to discuss and remedy the deficiencies, but have been unsuccessful. Subsequently,
iTOK issued a full refund in the amount of $149.99 on 10/26/2015.Unable to reach Ms. [redacted], we want to inform her that
we’re grateful that this situation was brought to our attention, highlighting
opportunities for coaching and training. Furthermore, we regret that the price
of this learning opportunity, was a poor experience for Ms. [redacted]. We hope that Ms. [redacted] finds our solution of a full
refund satisfactory, and invite Ms. [redacted] to contact iTOK directly should
there be any additional questions or concerns.Sincerely, Brittany S[redacted]iTOK,Inc.

We appreciate Mr. E[redacted]’s feedback. Wehave taken time to research the events above in order to identify the source ofthe issue and ensure the most effective resolution to this problem.According to ourrecords, Mr. E[redacted]’s relationship with iTOK began when he purchased an anti-virus and security...

program from one of our partners. Under our partnershipagreement, we call their customers to offer a free orientation of theirsoftware and ensure that it is installed and functioning properly. Our hope istwofold: (1) that we may improve the partner’s value in the customer’s eyes byproviding this service free of charge; and (2) that we may establish arelationship with the customer ourselves, so that the customer may considerusing us for any future technical support needs. If, during the orientation, itbecomes apparent that there are issues with the customer’s computer that needto be addressed, we offer to perform a free diagnosis of the computer. Mr.E[redacted] was experiencing complications on both his desktop and laptop computers.Mr. E[redacted] was sent to a sales representative to discuss his options to resolvethe issues with his computers. The sales representativefurther offered to enroll Mr. E[redacted] in our Member Care Gold program, which included;Mozy unlimited data backup, a free tune-up every 90 days, and discounts onfuture work if needed. The sales rep told Mr. E[redacted] he could include themembership in the cost of the fix as quoted, and that it would only be anadditional $19.99 per month going forward. We were not attempting to providesomething Mr. E[redacted] didn’t need; we were attempting to provide services thatwould best ensure Mr. E[redacted] didn’t have similar problems in the future, and toprotect his computers from threats going forward. At the time, Mr. E[redacted] sawthe value in these services and expressed agreement to the membership. All work performed byiTOK technicians comes with a 5-day satisfaction guarantee, wherein we willperform additional work to resolve any problems that occur within the 5-days. Mr.E[redacted] contacted us within the 5-day guarantee and requested additionalassistance to further customize his computer settings. A work order wascreated, sent to an iTOK technician, who resolved Mr. E[redacted]’s issues. Once thework was completed to Mr. E[redacted]’s satisfaction, the iTOK technician inquiredafter any other assistance Mr. E[redacted] needed regarding his computer and the workthat iTOK had provided to date. Mr. E[redacted] verified that everything was workingas expected, and that he had no further questions. Later when Mr. E[redacted]requested to cancel, our customer service rep explained the cancellationpolicy. It is not iTOK policy to issue a refund, but rather to provide re-workuntil the customer is satisfied. If we are unable to fix the issue, then arefund may be granted. Our customer service rep correctly informed Mr. E[redacted] ofour policy and appropriately addressed his request for a full refund. Upon notice of this complaint, we attempted tocontact Mr. E[redacted] to resolve his issues and come to an amicable resolution,with no success. We can assure Mr. E[redacted] that we take the integrity of ourbusiness practices very seriously. While we were unable to discuss the aboveissues with Mr. E[redacted], we recognize that when working with a new company thereis a certain level of trust that must be earned. Mr. E[redacted]’s actions clearlyindicate that we failed to earn his trust. We did our best to address Mr. E[redacted]’sissues and set his computer up in a way that would best ensure both futureprotection and ease of use. We are very sorry that somewhere along the linethis process was communicated and performed in a way that fell short of Mr. E[redacted]’sutmost gratification. In good faith, iTOK has agreed to honor Mr. E[redacted]’sdesired settlement.We are sorry that wewere unable to reach him to explain the above and ensure his satisfaction. Weapologize for the miscommunication in his interaction with iTOK. We hope thatthis is a satisfactory resolution to his experience with us.