We appreciate Mr [redacted] 's feedbackWe 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 processorsWe received a help request from Mr [redacted] on our website, and a representative contacted him to diagnose the problemUpon inspection of his computer, our technician determined that malicious software was causing the computer to receive thousands of previously deleted emails, which slowed its speedThe technician offered to remove the problematic software, perform a tuto improve speed, and restore his emailThis work was quoted at $ The representative further offered Mr [redacted] our Diamond membership, which would provide antivirus software, data backup, identity protection, tune-ups every days, and discounts on future workWe 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 $per month after thatMr [redacted] agreed to pay $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 computerThe technician removed the malware and completed the tune-up, but was unable to immediately resolve the email issueBelieving it might be related to misfires within the Gmail backlog, the technician submitted a request for information on Google's Gmail Help ForumHe informed Mr [redacted] that he would call back later to finish restoring his emailThe technician reached out on January 17th 2016, and Mr [redacted] informed us he was not available that day, but would have time the following dayDuring 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 membershipOnce 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 $on January 20th Upon cancellation, members receive an email instructing them how to remove Bask softwareDuring our investigation, we discovered that Mr [redacted] 's cancellation email did not go throughThe "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 standardWe are sorry we were unable to meet Mr [redacted] 's expectations in a way that would confirm the value of our servicesWe further apologize for the inconvenience Mr [redacted] felt when calling Bask for continued supportWe've experienced an unforeseen increase in call volume over the last few weeks, which resulted in unsatisfactory hold times and missed call-backsWe 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 discretionMr [redacted] was kind and open in our conversationWe hope we have the chance to redeem ourselves, and we invite him to contact us if he needs any technology assistance in the future
We appreciate Ms [redacted] ’s feedbackWe 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 problemAccording 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 computerFollowing Ms [redacted] s diagnosis, we quoted a price to fix the issues, which she acceptedWhenever customers receive technical support from iTOK, we also offer a member care program to protect their computer and help prevent future issuesMs [redacted] declined the member care program and continued with the one time service Upon agreement, we collected $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 futureAn iTOK technician then worked on Ms [redacted] ’s computer, completing all issues documented within the agreed upon work orderUpon completion of the work, we received a score of out of on the satisfaction survey Ms [redacted] filled outAdditionally, we inform each customer at the point of sale that we guarantee our work for days, during which time the customer may contact us and we will perform any additional work neededWe requested that she call us immediately if she encountered additional problems down the roadMs [redacted] did not contact us for any further assistanceWe’re sorry to hear that Ms [redacted] was dissatisfied with the work iTOK had performed on her computerThis is why we encourage our customer’s to call us for additional assistance and coaching if they experience a return of their original difficultiesYou of course are not obligated to callHowever, not alerting iTOK, limits our ability to provide the full breadth of our contractual agreementUpon receipt of this complaint, we investigated and reviewed all communications between Ms [redacted] , and iTOKAfter reviewing the original sales call we realized a portion of the verbally agreed upon work was not listed on the initial work orderWe made several attempts to contact Ms [redacted] to discuss and remedy the deficiencies, but have been unsuccessfulSubsequently, iTOK issued a full refund in the amount of $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 trainingFurthermore, 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*iTOK,Inc
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 Mr [redacted] 's feedbackWe 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 processorsWe received a help request from Mr [redacted] on our website, and a representative contacted him to diagnose the problemUpon inspection of his computer, our technician determined that malicious software was causing the computer to receive thousands of previously deleted emails, which slowed its speedThe technician offered to remove the problematic software, perform a tuto improve speed, and restore his emailThis work was quoted at $ The representative further offered Mr [redacted] our Diamond membership, which would provide antivirus software, data backup, identity protection, tune-ups every days, and discounts on future workWe 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 $per month after thatMr [redacted] agreed to pay $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 computerThe technician removed the malware and completed the tune-up, but was unable to immediately resolve the email issueBelieving it might be related to misfires within the Gmail backlog, the technician submitted a request for information on Google's Gmail Help ForumHe informed Mr [redacted] that he would call back later to finish restoring his emailThe technician reached out on January 17th 2016, and Mr [redacted] informed us he was not available that day, but would have time the following dayDuring 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 membershipOnce 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 $on January 20th Upon cancellation, members receive an email instructing them how to remove Bask softwareDuring our investigation, we discovered that Mr [redacted] 's cancellation email did not go throughThe "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 standardWe are sorry we were unable to meet Mr [redacted] 's expectations in a way that would confirm the value of our servicesWe further apologize for the inconvenience Mr [redacted] felt when calling Bask for continued supportWe've experienced an unforeseen increase in call volume over the last few weeks, which resulted in unsatisfactory hold times and missed call-backsWe 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 discretionMr [redacted] was kind and open in our conversationWe hope we have the chance to redeem ourselves, and we invite him to contact us if he needs any technology assistance in the future
We appreciate Ms [redacted] ’s feedbackWe 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 problemAccording 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 computerFollowing Ms [redacted] s diagnosis, we quoted a price to fix the issues, which she acceptedWhenever customers receive technical support from iTOK, we also offer a member care program to protect their computer and help prevent future issuesMs [redacted] declined the member care program and continued with the one time service Upon agreement, we collected $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 futureAn iTOK technician then worked on Ms [redacted] ’s computer, completing all issues documented within the agreed upon work orderUpon completion of the work, we received a score of out of on the satisfaction survey Ms [redacted] filled outAdditionally, we inform each customer at the point of sale that we guarantee our work for days, during which time the customer may contact us and we will perform any additional work neededWe requested that she call us immediately if she encountered additional problems down the roadMs [redacted] did not contact us for any further assistanceWe’re sorry to hear that Ms [redacted] was dissatisfied with the work iTOK had performed on her computerThis is why we encourage our customer’s to call us for additional assistance and coaching if they experience a return of their original difficultiesYou of course are not obligated to callHowever, not alerting iTOK, limits our ability to provide the full breadth of our contractual agreementUpon receipt of this complaint, we investigated and reviewed all communications between Ms [redacted] , and iTOKAfter reviewing the original sales call we realized a portion of the verbally agreed upon work was not listed on the initial work orderWe made several attempts to contact Ms [redacted] to discuss and remedy the deficiencies, but have been unsuccessfulSubsequently, iTOK issued a full refund in the amount of $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 trainingFurthermore, 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
*iTOK,Inc
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.