Consumer Software International, Inc.

Review: MyPhoneSupport, a division of Consumer Soft, charged me $249.95 to fix my computer software, eliminate errors, and make it run faster. Four technicians have worked remotely on my computer and have failed to make it work properly. Now it has corrupted files, missing files, and the antivirus software they loaded on it is reporting multiple errors.I filed a complaint with the Revdex.com against Consumer Soft, ID [redacted], and received an email from the Revdex.com that the dispute is closed because the Revdex.com could not contact Consumer Soft. I have given you a new address that was included in an email to me from Consumer Soft and another phone number. Please try to contact them again. I fear they have ruined my computer and want my money back, plus compensation to get my computer repaired by a different entity.Desired Settlement: Refund and $250 to hire someone to fix my computer.

Review: Yesterday while trying to get one time fix help for $79.95. The technical support guy had already started trying to help with a hacking situation. I am already panicking with what was going on and in the middle of helping he stopped and continuously kept saying 1 yr for $199.95 and we will fix it all. He kept repeating it even though I tried asking different questions. He continued to repeat it making me believe that the only way to get help was to agree to the 1 yr plan and that I was mistaken. Panic increasing and feeling helpless about the situation and knowing I needed to get the hackers off the computer as quickly as possible. I agreed to the 1 year plan feeling used, panicked and confused. The guy then tried pushing another $100 for other computers and when I couldn't say yes, as I had already began tearing up, he transferred me to another person that presumably fixed the rest of the problem within 15 minutes. Although, all it looked like was deleting a few programs and downloading a free program of their own onto the computer, the guy assured me everything had been fixed and the hackers couldn't get control of the computer anymore. It was also during this transfer that I found out they weren't actually Microsoft technical support but an [redacted]. The guy then tried to reassure me that the Revdex.com recognized them and they were legitimate. After putting down the phone and really having enough space to think everything through, I couldn't believe I actually paid a whole $199.99 and agreed to a year contract. I've tried calling them several times to see if they can rectify the situation. Since some kind of service was provided, I haven't been able to get a hold of anyone. Every time I call, I wait 3 minutes 25 seconds and then get put through to an answering machine service instead. An agent is never with you shortly. Even now whilst writing this, I am still trying to call them hoping I can talk to someone to resolve the issue. I don't plan on using their services again, I still feel as though that computer is compromised. My husband believes I was scammed into paying more for a useless service that does an incomplete job. He's right, I was vulnerable and they got what they wanted. I just want to say to anyone who does get to look them up here before calling. DON'T! Don't call them! Get off that page and find someone else!! I do not know why they come up for [redacted]. They are not!Desired Settlement: Refund and cancel the 1 yr plan. I would even accept paying the one time fee $79.95 and getting the balance amount returned. Please ensure they don't try contacting me for any further charges.

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 [redacted] and [redacted] of the [redacted] service (“[redacted]”).

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,

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. However 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 "1 yr for $199.95 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 cancelled. Thank you for taking the time to resolve this issue.

Sincerely,

Review: I purchased myfasterpc.com software one year ago. I was under the impression that this was a one-time charge and would not occur again. I was surprised when I looked into my bank account online and noticed they charged my card again for the same service-which by the way, did not work in the first place. I dispute these charges and feel it is totally unfair to have this happen. I tried contacting them by phone this morning and after holding for over 7 minutes was told to leave a message. I did leave a message letting them know of the situation. Please provide any help or assistance you can in this matter. Thank you, [redacted]Desired Settlement: $29.95 issued back to my bank account via the same card # used originally.

Business

Response:

Mediator [redacted],

Review: I hired this company to clean up my business computer, which was having some difficulties in shutting down Moxilla Firefox and in Microsoft Word and Excel. For $249.95, they were supposed to clean up my computer, fix all errors, and make it run faster.

After four attempts to do this with four different technicians over a period of about a week, my computer now has new issues and errors. They deleted a trial program I had downloaded without asking me. They installed a different antivirus software on my computer which is now saying that I have hundreds of errors on my computer. I have files that say they are corrupted.

I have spent numerous hours on the phone and on my computer trying to resolve these problems, which their technicians always assure me they are going to fix. Two technicians said they would call me the following day to see how the computer was working, but failed to do so.

I have emailed the supervisor department, but they have not contacted me. As a result, I have disputed the $249.95 on my credit card.Desired Settlement: I want them to fix my computer without cost to me since it has damaged my files and has developed problems that it didn't have before they worked on it. If they cannot fix it, I want a refund so that I can pay someone else to fix it.

Review: I called for service and they stated out helping me telling me what they thought the problem was, as they preceded, they start talking about a year long fee of $199.95. I stated I can't afford that, then they said how about a one time fix amount of $99.99. I said I really don't have it I just had a new credit card, but I didn't want to use it, but knowing I'm starting school on-line I would still need the service, I felt force to do it. I know the problem was simple to fix, but they started telling me all that I'm going to need and that everything was wrong with my computer. It took him over five (5) hrs. to so call fix my computer. The next day I had the same problem, so I called back, the guy did not even try to help me he said this was a one time service fix, and that I would have to pay again. I felt like I had been ripped-off Royally. So I called back two weeks later stating my computer is still not working, it was a different gentleman than I had the first time, the second gentleman said you had a week to say you did not like the service or that you were having problems. The first guy who worked on my computer never stated, or told me I had a week from that date to complain, or ask for additional service relating to my computer, by this time I was furious! And that's when I contacted the Revdex.com.

Business

Response:

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]

Review: We contacted what we believed to be Microsoft to obtain assistance with computer issues. After 2.5 hours on the phone with gentleman, we were informed that we were not dealing with Microsoft but a company that supports Microsoft. Gentleman made changes to computer, including disabling programs that were necessary, which have resulted in additional damages, additional time wasted, and additional money costs to my business. I have now had to hire another business to fix the initial problems, but also to reverse the changes made by this company to my computer without my prior authorization to disable programs.Desired Settlement: Refund, in full of all payments made for services that not only did not resolve the problems, but created additional problems. Reimbursement of all fees that will be paid to another business to repair problems created by this business to my computer.

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 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,

Consumer

Response:

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:

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 3 hour phone call.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I had been given the number to this business (also known as [redacted]). Over 1 year ago a $200 charge was rendered for their service. 2 weeks later our computer completely crashed and we took it to a local company who deemed that our computer security was compromised. We have not used the service of [redacted] since then as it was brought to our attention that the service is compromising our computers security. On April [redacted] at 7pm my wife received an email that we would be billed for a renewal of this service. Immediately, she contacted the number they provided and received a voicemail. She left a message asking that they cancel our service. She also proceeded to email the contact provided for cancellation notifying them to cancel the service immediately. After several attempts to reach someone at this business there is no phone answer and only a voicemail. We are unable to speak to anyone and have not received any response. Today April [redacted] they billed our card and sent an email notifying us that they have charged our account. We have never signed a contract, nor have we received any advanced notification. This business is operating illegally and we have no way of ending the charges made to our account.Desired Settlement: We want this service ended and a refund for service not used and unauthorized billing.

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: myphonesupport was paid $199 to fix my laptop and one year support, after working on it for two days over 12 hrs each day, it was worse than when I started and I couldn't install anything. when they were working on it it kept turning itself off(they were working on it remotely) it finally turned off and wouldn't turn on, I was told to wait and they would send an on-site tech.who would reinstall windows 7 the tech came,said she couldn't install windows 7 because I didn't have a license #, she fixed my laptop which only lasted one day. I called back and they wanted to try to fix it remotely which I refused because they couldn't fix in in two tries(each time they had numerous techs workin on it for over 12 hours) and just made it worse and turn off, I asked for another on-site tech. which they agreed to,they said I would get a call to set up the time then I got an email stating if I wanted an on-site tech it would cost $60.Desired Settlement: They have had more than enough time and 3 tries to fix my laptop and have only made it worse, I'm not payin any more. please refund my $199

Business

Response:

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]

Review: I spoke to a woman today (I will not name rep because I do not want her to be identified or reprimanded for the companies policy - 2/**/15). My complaint stems from a purchase of service in 2013, at which time I had 12 months of service (I paid $199.95 - [redacted] at time of purchase). I was given a phone call from the company in October/November 2014 saying that my expiration was that day and that if I could renew for X price, etc. I declined and said I would like on the DNC list. I rec'd a credit card statement with charges from My Phone Support the following 3 months for $18.95 (Nov, Dec, Jan) - I called and requested a refund in Jan (which was granted for $18.95), however the rep I spoke to in January said I would be receiving a complete refund (3 months at $18.95/mth) due to not using the service during "renewal". When I spoke to the representative today, she said that it didn't matter and that my contract was done and that she couldn't provide a refund. Conflicting stories. The KICKER to me is, I received a phone call from Premium Tech Support not 15 minutes before I called ([redacted]), which reminded me to call My Phone Support. The guy asked me if I recall paying $200 for service a year ago, I asked why he was calling, and then the call was dropped. On my call with the representative after Premium Tech Support called me, I asked her if she's heard of the company, and she says that "the is the name that our techs lead with when they call." Prior to mentioning this, she said techs do not call customers. This is the 2nd call I've received from Premium Tech Support (both times they asked me if I was at my computer to do a diagnostics and one time they said I had a virus - I chalked it up to a potential hacker, not My Phone Support). At the end of the conversation, she stated that there was nothing she could do to assist me since I terminated our agreement and I'm cancelled in their system. I continued to ask how Premium Tech Support gets my name and number then, but received no answer.Desired Settlement: My desired outcome would be a free diagnostics and a free repair on my computer, if the diagnostics come back with problems. Along with that - I want their work guaranteed for one year to know they didn't sabotage my computer in retaliation.

If worse comes to worse, I expect and demand my $38 to refunded.

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 [redacted] service (“[redacted]”). 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 2014 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 list. He states that he was still charged the follow three months of November, December and January. He 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/**/2014 asking about the monthly charges of $18.95 from [redacted]. The representative verified his account details. The representative informed the customer that his annual subscription plan expired on 11/**/2014 and he was getting charged a monthly fee of $18.95 for ongoing support. Complainant 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 support. Complainant explained that he wanted a refund of all the monthly charges. So the representative provided the [redacted] billing team number to the Complainant. However, [redacted] 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/**/14 -- 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 assistance. We 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,[redacted] - [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.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,

Review: I thought I was buying Computer Optimizing service for $36.00. When I called for help to register, they said there was a problem with my computer and they could fix it for a price about $300.00 Because my computer was broken there was no registration. I decided not to use there service and phoned and e-mailed them 7-*-13 same day as I registered for the service. When I called and told them I did not use there services and I did not want it since I couldn't register and That I needed them to take this charge off my card. The person obliged and assured m e that would happen,the call I made was the 7-*-13 7/*/13 I received an email saying that I would be charged $36.00 and I would not be entitled to a refund of a one year commitment which was non-refundable. I never got the registered for there service. They where to busy trying to sell a fix for the computer.Desired Settlement: I believe Since There was no service and that I was unable to register there product even by them I should receive credit refund. And they should not go back on the phone call telling me that I would receive my credit

Review: On April *, 2015, I downloaded [redacted] and installed after numerous errors were found. However after install Norton found a virus and removed. [redacted] does a defrag at each shutdown. Even though you can turn off the scheduler or stop this program from startup, it doesn't matter. When I attempted to restart my pc, the shut down process lasted over 10 minutes. Later in the evening, my wireless connection went dead and I spent a great deal of time getting the wireless back. I eventually resorted to doing a system restore to a previous date and have not since installed this product. Since restoring the system to a previous date, my pc is back to the state where it was before installing the software and my pc is running great. I also had to do "dfggui" and tell the system to cancel the other program that was scheduled to do a defrag.

In addition, on April [redacted], I tried numerous times to call customer support at the number provided but continually received an automated attendant. Eventually, I was able to leave my name, number, and voice message but no one has called be back. In addition, I emailed customer support but have not heard back.

With the Duplicate File Finder I was not able to register this software due to errors. Again, I tried calling customer support but was not able to reach a customer support representative.Desired Settlement: The company should update the privacy notice and allow a grace period for refunds and disclose that this product could cause harm to computers

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, [redacted] In addition,the company contacted me and credited my account for the $106.80. Though the company states there is a 30 day money back guarantee, their End User License Agreement states otherwise. If the company is offering a money back 30 day guarantee, the company needs to update their End User License Agreement and state that their is a 30 day money back guarantee and indicate to the consumer on proper procedures on refunds within the 30 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 $106.80 has posted.In as far as offering the 30 day money back guarantee, today I went to [redacted] 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 30 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 treaties. The 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,[redacted]

Review: This company was given to us by Microsoft because someone called and spammed me about my computer. They said they could fix all issues but all they have done is mess up my computer. So slow and no issues resolved. Have called them 5 times about issue and nothing has ever been resolved. They just made everything worse. Was on the phone with them for 8 hours today and computer is worse. Had to call HP the maker of my computer to fix it. Paid these people 199.00 want all my money back. They are frauds. Spoke with Microsoft and they have no dealings with this company. But if you look at website it says Microsoft experts. Very misleading.Desired Settlement: I want the 199.00 I paid put back on my credit card or a check sent to me ASAP. They are frauds!

Business

Response:

Mediator [redacted],

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 MyFasterPC service (“MFPC”)

CSI apologizes for any miscommunication with the Complainant; however CSI expressly denies that it has committed any wrongdoing whatsoever. CSI is a Microsoft Certified Partner; as a certified partner CSI is are certified by Microsoft they are fully trained and

have Microsoft expertise. CSI's technicians also have credentials with CISCO,

Oracle, Novell, and Apple certifications like A+, MCP, CCNA, MCSE, CCNP, Net+,

Red Hat, Linux, and Mac OS.

In short, after several attempts to satisfy the Complainant's issues - which, as indicated to Complaint, were not caused by the Complainant's computer but were in fact a result of online applications he was attempting to use -- 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.

Sincerely,

WARMUNDLAW, LLC

Review: On 5/**/2015 I was on my computer and attempting to connect with my [redacted] security product. Because I could not get on the website for [redacted], I [redacted]'s service number and was given an [redacted] number which I called. I thought that I was speaking to someone affiliated with [redacted]. The service representative told me that he was in partnership with [redacted]. I gave him remote access to my computer and after close to two hours on the phone with him, he sold me a service package for $249.00. Before hanging up I was transferred to his supervisor who then attempted to up sell me another $100.00. I had to leave to pick up my son from a school event and when I got home I found that I was invoiced from a company by the name of [redacted] and that the man that was remotely controlling my computer was emailing from a company email of "[redacted]". After doing a bit of research on the internet and speaking with [redacted], I have found that neither [redacted] or [redacted] are affiliated with [redacted] or [redacted]. I do not wish to do business with corporations that conduct business in this manner. They take advantage of people who do not have a good understanding of computer issues. I would like to dissolve my service contract as soon as possible and I would like to be refunded my $249.00.Desired Settlement: Dissolve my service contract and refund my $249.00.

Consumer

Response:

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,

Review: I called who I thought was [redacted] with issues on my computer. They did help me and then asked if I wanted a 2 year contract for service. I called [redacted] to cancel as I bought a new computer and they had no idea what I was talking about and said they do not have a contract for these type of issues and I had not been talking to them. I feel this is misrepresentation and fraud.Desired Settlement: I would like the charge off my credit card bill

Business

Response:

To whom it may concern,This firm is counsel to [redacted] (“[redacted]”), which is subject to complaint referenced above (the “Complaint”). [redacted] is the owner and distributor of the [redacted] service (“[redacted]”). For the record,[redacted] expressly denies that it has committed any wrongdoing whatsoever.The Complainant alleges that [redacted] misrepresented itself as[redacted]. This claim is confusing since at all times that [redacted] was engaged with the Complainant it only ever represented itself as [redacted]. Upon request, we can provide transcripts and audio tapes of the actual recodings involving the Complainaint which demonstrate with a doubt that [redacted] never represented itself as anything other than [redacted].The Complainant contacted [redacted] complaining that she could not get a third party application,[redacted], to work properly. THe [redacted] representative offered to diagnose the issue and received consent from the Complainant to access the Complainant's computer via remote access. The representative explained the support plans offered by [redacted] and Complainant willingly and knowlingly agreed to a two year plan for unlimited technical support for one computer. A 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 [redacted] is [redacted].We apologize if the Complainant was confused; however, [redacted] never implied or stated that it is affiliated with[redacted]. Nevertheless, since the Complainant is dissatisfied, [redacted] 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. 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]###-###-####

Consumer

Response:

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,

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: Submitting this complaint on behalf of my father, [redacted]

He is new to the internet and computers and was trying to get help logging into [redacted]. Instead he somehow got logged into My Fast PC. On the telephone he told "[redacted]" he needed help getting onto [redacted]. She then told him his computer needed to be speeded up before they could proceed. He unwittingly gave them access to his computer and they charged him $200. Just spoke to their customer service ###-###-####. They refuse to reverse the charge, knowing full well that my father is **years old did not understand what he was agreeing to and insisting they were entitled to payment because the work had been done. I would like my father to receive a full refund and scams such as this exposed.

Below is the email he received

to me

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General Information

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Merchant Account: MY FAST PC

Date/Time : 12/**/2013 11:53:35 AM MST

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Transaction Information

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Description : Computer Service

Transaction Amount : $200.00

Transaction ID : [redacted]

Authorization Code : [redacted] Transaction Type : Card Capture

Response : APPROVED

AVS Results : Address match only

CSC Results : CVV2/CVC2 Match

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Customer Billing Information

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First Name : [redacted].

Last Name : [redacted] Address : [redacted] City : Oakland

State : CA

Zip Code : [redacted] Country :

Phone : [redacted]

Email : [redacted]Desired Settlement: full refund and such practice stopped

Business

Response:

To whom it may concern,

Review: Was totally mislead by this company trying to get to Microsoft and how a functioning laptop needed thousands of issues fixed by highly qualified "experts" and how this would take a short period of time. At least 10 to 15 experts later and well over 150 hours of these people have ruined my computer rendering a $15,000.00 software program useless. There techs range from those who have not a clue to a few somewhat competent online repair techs. Bottom line is the more time they spent the worse it got to the point of pages failing to respond to key inputs taking up to 15 seconds to appear if at all. Their last fix put it into a boot screen and 4 techs later all telling me to do forced shutdowns and pressing just about every F key there is to telling me I needed to reinstall the operating system. May I add that through this whole process they were made aware of the software installed and promised no harm would come from their work. this is the Cliffs notes version of the abuse I suffered at their hands.Desired Settlement: I need to be made whole again with my laptop working as well as it did prior to their touching it. The estimating program should work as it did prior. I don't feel these people can repair the damage done and return the unit operating condition without involving the proprietary software owner and someone far more advanced in the operating system.

Review: I purchased the service because I was unable to receive any updates or do any downloads. I was sent to this company through [redacted] (I have already contacted them and let them know how I was treated) because they could send a technician to my home. Upon his arrival he said he was here to fix my connection problem. I told him that I did not have a connection problem and explained what the problems were. He said he would have to come back to be able to help me. Needless to say, they of course wanted to charge me to have him back out. He never did anything the first time he was at my house. After phone call after phone call, being sent from one person to another and not receiving any help, I told them I wanted this cancelled and I wanted my money back. I received no help and the last person I spoke with couldn't have cared less. She would cancel my service but I would only receive $64.00 dollars back. I said no, because I never received any kind of service, only aggravation. She was rude when she called and appeared bored by the whole situation. I received no help for $199.95. They also sent all the original email to my Mother since she paid the bill for information about my computer. They even called her at 3:30 in the a.m. until she finally told them not to call anyone at that time of day.Desired Settlement: I want a complete refund.

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 [redacted] and [redacted] of the [redacted] service (“MPS”).

CSI apologizes for any miscommunication with the Complainant; however CSI expressly denies that it has committed any wrongdoing whatsoever. After 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 updates. The 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,