ETop Technology

Initial Business Response /* (1000, 8, 2016/01/26) */
Good Morning ***,
We attempted to respond online however the link that was provided in the letter sent to us would not workTherefore, we are responding via email
Case #: *** *** ***
We first began working with ***
when she was hired by our clientA request was received to set up ***'s remote access to the Main officeEither *** or someone at her company of employment downloaded our remote access program and gave us access to set up her computer on the employers network(It is important to note that this software was not installed by us but by an end userIt could not have been done without permission of the user on the computer at that time.) We logged in and set up her VPN to allow her to access the main office remotelyPer IT best practices, any personal devices used on the company network need to have an enterprise level antivirus software installed on them to protect the company networkThe software we use is AVG Cloud CareThis antivirus was placed on her laptop at this time*** was concerned about the remote access program that had been used to setup her accessThe program was uninstalled at this time and therefore we had no access to her computer
She was able to work and access the office for several weeks without problemWe then received a ticket request stating that she was unable to access her bank websites and home printerWith her permission, our remote access program was reinstalled to allow us to assist her in solving the problemsWe found that there was a Trojan virus infecting her computer and the antivirus was blocking her from accessing her bank websites as the virus was skimming her personal informationIn total, we found and removed viruses and malware at this timeWe also instructed *** to call us when she was at her home to allow us to assist in fixing the printer connection issueThe remote access software was again removed from her computer per her request
Ultimately, her employer purchased a laptop for her to use so her personal computer would no longer be neededAt this time we assisted in setting up the work laptop and removed the antivirus from her personal laptopAgain the difficultly with the personal laptop and the home printer was mentioned and again we requested that she call our offices when at home so we could assist her in fixing this issueNo call was ever received
Regarding the wifi concern, there was difficultly with a cellphone hotspot for wifi access that was not working because of the hotspot application permissions on the phoneThis problem was resolved while our tech was onsiteThis was a user supplied phoneThere was not another wifi concern voiced to us while we were supporting ***
We received a call from her employer asking that all her access be disabledWe removed her access from the company owned devices and networkThe notice from Revdex.com is the first correspondence we have received since that dayWe did not receive any further requests from *** regarding the names of the software that had been used or requests on how to uninstall it
The remote access software used is ScreenConnect and the antivirus program is AVG CloudCareThese programs have been unistalled as noted in the timeline aboveWe do not keep any information on file regarding personal devices that we are not supporting that belong to our vendor's employees
Please feel free to contact me if you need any additional information
Thank-you,
*** ***
CFO/COO
XXX-XXX-XXXX
www.etoptechnology.com
Initial Consumer Rebuttal /* (3000, 10, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided by the company is not correctOn my first day at the employer someone at the employer was on the phone with someone at the vendor taking instructions regarding what to do with the laptopI had limited direct contact with the vendor during this processI specifically told the employer rep that they did not have authority to download programs into my laptopIn fact I purchased a cell phone for company use instead of using my personal phone(That phone, which I am still paying for is not usableAn error message pops up every time I turn it on.) Why would I let them download programs onto my laptop and not let them us my personal phone? I used my laptop for another employers and all that was "installed" was the VPN connectionOnce I left there the password *** changed and there were no problems
I also specifically told the vendor that they could not have unfettered access to my computerI had to initiate the link between by computer and theirsI was told that the laptop was set up to conform to my wishes
There were multiple problems with the program(s)downloaded into my machine as outlined in the initial complaintWhen I tried to delete the program it came back and ** indicated that that was expected
I know that ** did something that allowed him to have direct access into my laptopHe has been it in at least times without me initiating the contact, and without my permission(I suspect there were more than the two known connections.) He disconnected my personal laptop from my WiFi
I have ongoing problems with the laptopIt can take up to hours to boot and every time it starts there is an error message indicating that it is looking for this programSometimes it just spoolsIt still does not work properly with my printer
Both before and after leaving the company I requested the specific information necessary to purge my laptop of whatever program(s)were put on by either the employer or vendorThe post employment emails to ** were rejected (I have them) and I have requested that the employer provide the informationI expected them to advise ** of my requestsI have no reason to believe they did not pass ** my requests
I had to change my passwords *** if ** still has access to my laptop I am concerned that he *** be able to get them** at one point advised that I *** have to reinstall my printer programThe remnant of the program(s) are stopping this from taking
I would rather avoid litigation, and would expect the requested information be providedIf I cannot remove the programs I will have to take the laptop to an IT expert to try to fix the laptopI will expect ** to pay for thisI will be asking the expert to document how many times an outside entity (computer, cloud ...) accessed my computer and decide what my next step will be after that
I would not recommend anyone using this companyI have dealt with many IT people in my carrier, and in my personal opinion this group does not know what they are doing
Final Consumer Response /* (4200, 14, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THE INFORMATION PROVIDED BY THE VENDOR IS NOT CORRECTI MADE MULTIPLE REQUESTS TO OBTAIN THE INFORMATION REGARDING THE PROGRAM(S) THAT THIS COMPANY PLACED ON MY LAPTOP WITHOUT MY KNOWLEDGE OR AUTHORIZATIONTHERE ARE MANY EMAILS AND PHONE CALLS ON THIS ISSUE
RATHER THAN JUST GIVE ME THE INFORMATION TO TAKE THIS/THESE ITEMS OUT OF MY LAPTOP THEY CLAIM THEY DID NOT INSTALL THE PROGRAMTHAT IS NOT TRUEMY EMPLOYER WAS ON THE PHONE WITH THIS VENDOR WHILE THE VENDOR WAS PUTTING THE PROGRAM(S) ON MY LAPTOPAS FAR AS I KNOW THE VENDOR'S EMPLOYEES WERE CONNECTED TO MY LAPTOPI SPECIFICALLY TOLD THEM THEY COULD NOT HAVE UNFETTERED ACCESS TO MY LAPTOPI KNOW THEY TOOK MY PASSWORD *** WENT INTO MY LAPTOP WITHOUT MY AUTHORIZATION
AFTER THE INITIAL INSTALLATION THE VENDOR'S EMPLOYEES WERE IN MY LAPTOP ON MULTIPLE OCCASIONS TRYING TO FIX THE PROBLEMS THIS PROGRAM CAUSEDTHEY WERE NEVER SUCCESSFUL
AFTER MY EMPLOYER AND I PARTED WAYS THEY HACKED INTO MY LAPTOP AND DISCONNECTED MY LAPTOP FROM MY PERSONAL WIFII SUSPECT THEY HAVE BEEN IN THE LAPTOP SINCE THENTHE PROGRAM(S) ARE STILL ON MY LAPTOP CAUSING PROBLEMS
I WOULD NOT RECOMMEND ANYONE USE THIS COMPANYTHE PROGRAM(S) ARE STILL POPPING UP AND MY ATTEMPTS TO DELETE THEM HAVE BEEN UNSUCCESSFULI WILL HAVE TO HIRE AN IT PERSON TO PURGE MY LAPTOPIF THE PROGRAMS CANNOT BE PURGED WITHOUT AFFECTING MY PERSONAL DATA I WILL EXPECT THIS VENDOR OR THE EMPLOYER TO BUY ME A NEW LAPTOPIF THERE IS EVIDENCE THAT THIS VENDOR HAS BEEN IN MY LAPTOP AFTER I LEFT THE EMPLOYER I WILL CONSIDER ALL MY OPTIONS
Final Business Response /* (4000, 12, 2016/02/05) */
On the first day of ***'s employment when her laptop was set up, the programs that we downloaded onto it are the same that are downloaded onto every computer on the employers networkIf there was a request to not place them on the computer we were not notified of thatAny concern regarding the initial placement of these programs on the computer needs to be addressed directly to the employer
When we became aware of ***'s concern regarding the remote access software it was uninstalled completedThe only times the computer was access was with her direct knowledge and consent as she had to download the access software and give us accessThe software was uninstalled after each instance
She attempted to delete the antivirus however was unsuccessfulWe are not aware of what process she used to delete the softwareSoftware deleted incorrectly can cause computer issuesIt did remain on her computer until we completed the official uninstall
The only wifi concern we addressed was connecting the laptop to her phone so that wifi was enabled*** was present and gave consent for thisIf there we any other wifi concerns we were not made aware of themAfter the access software was removed initially, we did not have direct access to ***'s laptop unless she initiated it
Prior to ***'s termination with her employer, she made us aware of problems with her personal laptop and her home network and printerMultiple times she was told to call our office when she was at home and, with her permission, we would access her computer and fix the issuesWe never received a call from her
Post ***'s employment no emails or requests were received either from her or from the employer in regards to requests for information of software namesAs in the previous response, the names of the software used are ScreenConnect and AVG CloudcareAt the time of the virus and malware removal, C-Cleaner and Malware bytes were used to rid the computer of the offending itemsThis was done with ***'s knowledge as she allowed access to the computer at this time
Upon the purchase of a employer owned laptop for ***, AVGCloudcare was uninstalled (ScreenConnect had already been uninstalled)Since that time we have not had any contact with ***'s computer and have the uninstall logs for our software