Consumer Software International, 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 and the matter has been resolvedHowever there was at no point that the business mentioned the option of a one time fix either The employee gave me one option before giving the help needed If the recording was reviewed, it would show that I had tried asking other questions and was given the same reply over and over "yr for $and we will fix it all" After the call, when thought through carefully, I had to look it up on the website to make sure that the one time fix really was an option I would also, like to know how this will be refunded as the card charged has been cancelledThank you for taking the time to resolve this issue
Sincerely,
*** ***

To whom it may concern,
This firm is counsel to Consumer Software International, Inc. (“CSI”), which is subject to complaint referenced above (the “Complaint”)CSI is the owner and distributor of the MyPhoneSupport service (“MPS”)
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CSI apologizes for any miscommunication with the Complainant; however CSI expressly denies that it has committed any wrongdoing whatsoever. CSI does not and did not misrepresent itself as being Microsoft and introduced itself and referred to itself as “MyPhoneSupport.” The technician ran anti-malware software to remove infections and threats found in the Complainant’s system, as well as a system cleaner which does not remove applications but only registry key errors and junk files
In short, after several attempts to satisfy the Complainant's issues, CSI nevertheless waived the cancellation fee and refunded the total amount back to him (purely as a gesture of goodwill and in no way an admission of liability) Accordingly, in light of the fact that CSI has already refunded the total amount back to the Complainant and has cancelled the subscription, we respectfully believe that Complainant’s issues are moot and ask that this matter be closed
If you have any questions or concerns, please do not hesitate to reach me
Kindest regards,
*** *** ***
*** ***
*** ** *** ***
*** ***
*** ** ***
** ***
** ***
***
***

To whom it may concern,This firm is counsel to *** *** *** *** (“***”), which is subject to complaint referenced above (the “Complaint”)*** is the owner and distributor of the *** service (“***”). For the record,***
expressly denies that it has committed any wrongdoing whatsoever.The Complainant alleges that *** misrepresented itself as***This claim is confusing since at all times that *** was engaged with the Complainant it only ever represented itself as *** Upon request, we can provide transcripts and audio tapes of the actual recodings involving the Complainaint which demonstrate with a doubt that *** never represented itself as anything other than ***.The Complainant contacted *** complaining that she could not get a third party application,***, to work properlyTHe *** representative offered to diagnose the issue and received consent from the Complainant to access the Complainant's computer via remote accessThe representative explained the support plans offered by *** and Complainant willingly and knowlingly agreed to a two year plan for unlimited technical support for one computerA representative opened the order page on the Complainant's computer for her to voluntarily enter in her billing information and purchase the plan Further, the order page also clearly states *** is ***.We apologize if the Complainant was confused; however, *** never implied or stated that it is affiliated with*** Nevertheless, since the Complainant is dissatisfied, *** has already refunded the full amount of $(purely as a gesture of goodwill and not as an admission of liability) Please note the refund make take up to 3-business days to reflect on the account from the date it was processed Accoridngly, we respectfully ask that this matter be closed.If you have any further questions, please do not hesistate to contact me.Kindest regards,*** *** *** ***###-###-####

To whom it may concern,This firm is counsel to Consumer Software International, Inc(“CSI”), which is subject to complaint referenced above (the “Complaint”)CSI is the owner and distributor of the *** service (“***”). For the record, CSI
expressly denies that it has committed any wrongdoing whatsoever.The Complainant claims he received a phone call from the company in October/November saying that his plan was expiring that day and that if he could renew, but he declined and said he would like to be put on the Do Not Call listHe states that he was still charged the follow three months of November, December and JanuaryHe further claims a representative stated he would receive a refund for all three months but only received one refund for the month of January. CSI record phone conversations for quality assurance purposes and as per the recordings, the Complainant contacted our technical support center on 12/**/asking about the monthly charges of $from ***The representative verified his account detailsThe representative informed the customer that his annual subscription plan expired on 11/**/and he was getting charged a monthly fee of $for ongoing supportComplainant states in the call that two weeks prior he received a call from CSI and was that his support plan was about to expire and was asked to pay to continue with the supportComplainant explained that he wanted a refund of all the monthly chargesSo the representative provided the *** billing team number to the Complainant However, *** per a subsequent call on 12/*/14, the Complainant stated he had received a call from CSI two weeks prior, which would mean he received the call on 11/**/-- after the renewal date It is likely he received a courtesy call from the CSI support team to see if he needed any support or assistanceWe regret that the customer is dissatisfied with the support provided and for any misoncmmunication Nevertheless, CSI has already refunded the full amount back to him (purely as a gesture of goodwill and not as an admission of liability) Accoridngly we respectfully ask that this matter be closed.If you have any further questions, please do not hesistate to contact me.Kindest regards,*** *** *** *** - *** * ***

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 and the matter has been resolved
Sincerely,
*** ***

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 and the matter has been resolved
Sincerely, *** ***

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 and the matter has been resolved.Sincerely, *** *** In
addition,the company contacted me and credited my account for the $106.80. Though the company states there is a day money back guarantee, their End User License Agreement states otherwise. If the company is offering a money back day guarantee, the company needs to update their End User License Agreement and state that their is a day money back guarantee and indicate to the consumer on proper procedures on refunds within the day grace period.Below is the email that I sent to company in reply to their response to me.To Whom It May Concern, I have checked my account and the credit of $has posted.In as far as offering the day money back guarantee, today I went to *** and did not see the same page as you provided to me. Nevertheless, my recommendation is the End User License Agreement be updated so that the consumer is aware that there is a day money back guarantee. Currently, under the SOFTWARE PRODUCT LICENSE in the End User License Agreement, it clearly states "Non-Refundability: THIS SOFTWARE PRODUCT IS NON-REFUNDABLE.End User License AgreementSOFTWARE PRODUCT LICENSEThe SOFTWARE PRODUCT is protected by copyright laws and international copyright treaties, as well as other intellectual property laws and treatiesThe SOFTWARE PRODUCT is licensed, not sold, and hence your acquisition or purchase is that of a license.Non-Refundability: THIS SOFTWARE PRODUCT IS NON-REFUNDABLE.Thank you,*** ***

To whom it may concern,
This firm is counsel to Consumer Software International, Inc. (“CSI”), which is subject to complaint referenced above (the “Complaint”)CSI is the *** and *** of the *** service (“MPS”)
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CSI apologizes for any miscommunication with the Complainant; however CSI expressly denies that it has committed any wrongdoing whatsoeverAfter an onsite visit, it was determined that the source of the Complainant's issue was the fact that she is using a 26.4K dial up connection, which would cause her to take days in order to download updatesThe technician advised Complainant that in order to resolve
the issue she could get a faster connection with an internet provider such as DSL or cable modem so she could download the updates, or she could purchase them instead of downloading
Ultimately, CSI nevertheless refunded the total amount back to Complainant (purely as a gesture of goodwill and in no way an admission of liability) Accordingly, in light of the fact that CSI has already refunded the total amount back to the Complainant and has cancelled the subscription, we respectfully believe that Complainant’s issues are moot and ask that this matter be closed
If you have any questions or concerns, please do not hesitate to reach me
Kindest regards,
*** *** ***
*** ***
*** ** *** ***
*** ***
*** ** ***
** ***
** ***
***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
While the business did refund the purchase price, I was forced to hire a computer consultant to fix the computer problems, including turning on software that was deliberately disabled in computer.
Furthermore, the business never identified themselves as a separate business from Microsoft until almost the end of a hour phone call
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To whom it may concern,
This firm is counsel to Consumer Software International, Inc. (“CSI”), which is subject to complaint referenced above (the “Complaint”). CSI is the [redacted] and [redacted] of the [redacted] service (“[redacted]”).
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CSI apologizes for any miscommunication with the Complainant; however CSI expressly denies that it has committed any wrongdoing whatsoever. CSI is unsure why the Complainant states she called in wanting a one time fix plan for $79.95 because at no point during the calls did the Complainant mention the one time fix plan. If the Complainant had requested only purchasing a one time fix plan, our representative would have been more than happy to assist in placing the order for a one time fix.  In any event, after solving the Complainant's issue, she provided consent to close the issue as resolved.
Ultimately, CSI refunded back to the Complainant the amount she  asked to be returned to her (purely as a gesture of goodwill and in no way an admission of liability).  Accordingly, in light of the fact that CSI has already refunded this amount back to the Complainant and has cancelled the subscription, we respectfully believe that Complainant’s issues are moot and ask that this matter be closed.
If you have any questions or concerns, please do not hesitate to reach me.
Kindest regards,
[redacted]
** [redacted]
** [redacted]

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 and the matter has been resolved.Customer Service gave me a call to refund my credit card, I had to provide her my credit card information in order to be given the refund.  The complaint has been resolved with the credit of $18.95/mth for December 2014 and January 2015.  Thank you - however, as you stated in your response, I was asked to be put on the Do Not Call list, but have rec'd a number of calls from CSI.  Please adhere to my request to be placed on the National DNC list.  Thanks for the response and have a good day.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]...

At this time, I have been...

contacted directly by Consumer Software International, Inc. regarding complaint ID [redacted], and my complaint has been resolved. 
[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Re: Revdex.com complaint #[redacted]To whom it may concern,This firm is counsel to Consumer Software International, Inc. (“CSI”), which is subject to complaint referenced above (the “Complaint”). CSI is the owner and distributor of the MyPhoneSupport service (“MPS”). ...

For the record, CSI expressly denies that it has committed any wrongdoing whatsoever.As per our records, the customer contacted CSI on 1/**/15 stating that she signed up for Microsoft Office 2010 with a 30 days free trial on 1/**/2015 but was getting a red bar on the top asking her to enter the product key. After diagnosing the issue, the CSI representative explained various support plans that CSI offer and the customer agreed to a one year plan of unlimited technical support for one computer in the amount of $199.95.  While performing troubleshooting the technician discovered the CPU usage was very high when running a “DWM.exe” application. The technician tried working on this issue however the customer’s computer kept restarting. The technician performed a system tuneup to resolve the high CPU usage by performing a disk clean up, made changes to the drivers as well as startup items and performed system scan using Kaspersky TDSSKiller to remove any infections found that could be causing issues to the system.The technician continued to work on the high CPU usage, rebooted the computer in Safe Mode with Networking, and performed Windows Repair using Tweaking tool, Anti Malwarebytes, CCleaner and SFC Scan Now, disk cleanup and Norton Rootkit Scan but when rebooted in Normal Mode, the computer was still not responding.  The customer called back the following day stating she is still having issues using the software and was missing some Word files.  A CSI technician assisted the customer in locating the missing Word files as well as confirmed that Microsoft Office was working appropriately. The customer wanted to be able to keep using the software, therefor the technician suggested the operating system be reinstalled.   CSI agreed to perform onsite assistance (provided to the customer as a courtesy). Despite the on-site technician's assistance, the customer contacted CSI the following day stating the resolution only worked for one day and she is still experiencing issues. A remote technician offered to work on the issue however the customer denied assistance stating she wanted an on-site technician to work on the issue. The customer reached CSI's billing department to discuss a second on-site visit. A representative explained the second visit would be an additional fee of $60 since a technician would have to travel to her physical location, and her purchased support plan of $199.95 only covers remote support for the year.  The customer refused further assistance.We regret that the customer is dissatisfied with the support provided, however tthe CSI technicians performed required troubleshooting in order to resolve her issues. Nevertheless, since the customer is dissatisfied with the services provided CSI has already refunded the full amount of $199.95 (purely as a gesture of goodwill and not as an admission of liability).  Please note the refund make take up to 3-5 business days to reflect on the account from the date it was processed on 2/*/15.  Accoridngly we respectfully ask that this matter be closed.If you have any further questions, please do not hesistate to contact me.Kindest regards,[redacted]
[redacted]

To whom it may concern,This firm is counsel to Consumer Software International, Inc. (“CSI”), which is subject to complaint referenced above (the “Complaint”). CSI is the owner and distributor of the MyPhoneSupport service (“MPS”).CSI apologizes for any misunderstanding with the...

Complainant; however CSI expressly denies that it has committed any wrongdoing whatsoever. When calling CSI's contact number the automated phone system answers stating “Thanks for calling My Phone Support, our premium tech support is available 24/7, press 1 if you are calling for the first time, press 2 if you are already a customer, or press 3 for billing and customer care” as well as all representatives answering calls stating “Thank you for calling MyPhoneSupport, my name is ___ how can I assist you?” Further, CSI technicians have credentials with CISCO, Oracle, Novell, and Apple certifications like A+, MCP, CCNA, MCSE, CCNP, Net+, Red Hat, Linux, and Mac OS. This was explained to Complainant before he entered in his billing information and ordered the support plan. Last, CSI take's its customer privacy policy seriously. CSI technicians only have remote access to a customer’s compute r when the customer manually enters in a serial key which provides the technician with access to their computer. in order to gain remote access the customer must do this each time the technician wants access to the computer for troubleshooting. There is no way for CSI technicians to access a computer without the customer providing access.In any event, CSI refunded back to the Complainant the amount he asked to be returned to him (purely as a gesture of goodwill and in no way an admission of liability). Accordingly, in light of the fact that CSI has already refunded this amount back to the Complainant and has cancelled the subscription, we respectfully believe that Complainant’s issues are moot and ask that this matter be closed.If you have any questions or concerns, please do not hesitate to reach me.Kindest regards,[redacted]

To Whom It May Concern:   This firm is general counsel to Consumer Software International, Inc....

(“CSI”), which is subject to complaint referenced above (the “Complaint”). CSI is the owner and distributor of the MyPhoneSupport service (“MPS”).    I am in receipt of a complaint made by [redacted] (hereinafter “[redacted]”) regarding MPS.  CSI expressly denies that it has committed any wrongdoing regarding [redacted]’s interaction with my client or the MPS service.   Pursuant to my client’s records, it appears that [redacted] claims that he was forced to purchase the services from My Phone Support, that it took over five hours to fix the computer, he called the next day with the same issue and the technician did not try to help him but asked him to pay again, and that he called back two weeks later saying his issue had not been resolved and was told that he had up to week to make us aware of any further issues.   [redacted] contacted my client on June **, 2015 with an outlook email issue.  He indicated to our technician that when Outlook Express is launched the color icons on outlook changes to gray.  My client’s representative offered to perform a diagnostic test of [redacted]’s computer and explained the technical and support plans that my client offers, including the benefits of an annual plan.  [redacted] declined the annual plan and informed my client’s customer service representative that he wanted to purchase a one-time technical support resolution plan.  My client did not force [redacted] to purchase any support plan which is evidenced by the fact that he declined the annual support plan and choose the one-time fix.  [redacted] was informed, at the time that he chose the support plan, that he had up to 7 days to make CSI aware of any issues with his computer that were not resolved.   After payment for the one-time fix was processed [redacted] was transferred to a technician. [redacted] informed the technician that he had purchased his computer from someone and he wanted to remove the name of the previous user.  The technician created a new user account for the customer, moved over all his data into the new user account and deleted the previous owner’s user account information. The technician tried configuring outlook with a new user account however the credentials provided by [redacted] were incorrect.  The technician suggested they set up a conference call with [redacted], [redacted]’s internet service provider, in order to obtain the correct credentials however the customer stated he would rather contact [redacted] on his own and would call us back.  [redacted] called back with the correct credentials and the technician was able to configure Outlook Express.  [redacted] then called back the following day and advised the CSI technician that the Outlook Express icons had gone back to the gray color.  The technician offered to connect to his computer and troubleshoot the issue, however minutes later he stated that the color came back again so he did not want the technician to connect to his computer as it was working fine.  [redacted] then authorized the technician to close the case as the issue was resolved.   My client is not sure why the customer states in his complaint that he was not offered support as the technician offered to troubleshoot his computer even after the issue was resolved with the one-time fix.  Despite the fact that [redacted] indicated to our technician that the issue was resolved and the case was closed, my client refunded the full charge of $99.95 on July *, 2015.   Based upon the above, it is my client’s position that the complaint has no merit and should be dismissed forthwith.   Very truly yours,   David N[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
The full amount that I paid was $359.95 not $195.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

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 and the matter has been resolved.I received an email from [redacted] last week informing me...

that a refund was processed and an email was sent from [redacted] notifying me of the renewal date 14 days ahead of time.  I did not receive an email in 2014 or 2015 notifying me of my renewal date 14 days ahead of time.  In 2014 all I received was an email informing me that my payment had been processed.  Last week I requested, in an email, that an attachment be sent via email to me with the email from [redacted] informing me of my renewal date.  They responded today and did not attach the renewal notice email and just stated that they had received the Revdex.com complaint and that is it.  I accept the refund as a settlement to this case, but believe that this company should be investigated further.
Sincerely,
[redacted]

Review: I called what I thought was Microsoft to discuss getting software installed on my new computer. I asked right away if this was possible. They asked for my product key and then asked to connect to my computer to do the work. I let them (happens with other companies as well) into my computer to do this and they then did a large scan of my computer (over 1.5 hours) only then to tell me I had to purchase technical support to clean these things before they could do any other installations. Note: I asked repeatedly if this was all needed. Long story short I agreed (after 2 hours) to having them give me help for a year - 199.95 later they transferred me to yet another person who did nothing and was very confused as to how they could help me. I asked for a supervisor to get a refund and they tried for another 15 minutes to keep me on the line. All the while they were logged into my computer! This was a full bait and switch and I am angry that they didn't say up front that they are not Microsoft but a 3rd party service. It wasn't until I saw the credit card form that I realized this. I was on for over 3 hours on a precious Sunday - my ONLY day off.Desired Settlement: I want a full refund and an apology. As well I would love to see that companies such as these MUST state up front their business practice. Lastly, I am concerned that while on they might have accessed material. How can I ensure that did not happen and that they no longer have any way to view or log onto my computer? What if they can see what I'm doing from now on?

Business

Response:

To whom it may concern,This firm is counsel to Consumer Software International, Inc. (“CSI”), which is subject to complaint referenced above (the “Complaint”). CSI is the owner and distributor of the MyPhoneSupport service (“MPS”).CSI apologizes for any misunderstanding with the Complainant; however CSI expressly denies that it has committed any wrongdoing whatsoever. When calling CSI's contact number the automated phone system answers stating “Thanks for calling My Phone Support, our premium tech support is available 24/7, press 1 if you are calling for the first time, press 2 if you are already a customer, or press 3 for billing and customer care” as well as all representatives answering calls stating “Thank you for calling MyPhoneSupport, my name is ___ how can I assist you?” Further, CSI technicians have credentials with CISCO, Oracle, Novell, and Apple certifications like A+, MCP, CCNA, MCSE, CCNP, Net+, Red Hat, Linux, and Mac OS. This was explained to Complainant before he entered in his billing information and ordered the support plan. Last, CSI take's its customer privacy policy seriously. CSI technicians only have remote access to a customer’s compute r when the customer manually enters in a serial key which provides the technician with access to their computer. in order to gain remote access the customer must do this each time the technician wants access to the computer for troubleshooting. There is no way for CSI technicians to access a computer without the customer providing access.In any event, CSI refunded back to the Complainant the amount he asked to be returned to him (purely as a gesture of goodwill and in no way an admission of liability). Accordingly, in light of the fact that CSI has already refunded this amount back to the Complainant and has cancelled the subscription, we respectfully believe that Complainant’s issues are moot and ask that this matter be closed.If you have any questions or concerns, please do not hesitate to reach me.Kindest regards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On 9/**/15 I noticed on my credit card statement that a charge for $29.95 was pending from [redacted]. I did not authorize this charge and was not informed by the company in any way the a subscription was renewing on 9/**/15. [redacted]tates that I have 7 days before 9/**/15 to cancel my subscription, but no email, phone call, or letter was sent reminding me of paying for the yearly subscription. Not only that, but if I cancel on 9/**/15 [redacted] says they will not issue a refund. for the 364 days I didn't use the product. Every other company where my credit is on file tells me 30 days in advance when my premium is due and at least lets me access my account to check when the autopay is going to be processed. [redacted] does neither of these. They don't even give you an account. To me this constitutes fraud. How the Revdex.com gives them an A+ rating is beyond me. I emailed [redacted] on 9/**/15 and requested and cancellation of my account and a refund of any charges. I have also contacted my credit card, but until the charge is processed I am unable to dispute the charge.Desired Settlement: I want a cancellation of my account with [redacted] and a full refund of $29.95 to my credit card.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.I received an email from [redacted] last week informing me that a refund was processed and an email was sent from [redacted] notifying me of the renewal date 14 days ahead of time. I did not receive an email in 2014 or 2015 notifying me of my renewal date 14 days ahead of time. In 2014 all I received was an email informing me that my payment had been processed. Last week I requested, in an email, that an attachment be sent via email to me with the email from [redacted] informing me of my renewal date. They responded today and did not attach the renewal notice email and just stated that they had received the Revdex.com complaint and that is it. I accept the refund as a settlement to this case, but believe that this company should be investigated further.

Sincerely,