Fix My Computer Dude

We appreciate the gravity of the situation and deeply regrethearing of these negative experiences throughout calls with our Fix My ComputerDude agents. To properly sort the issueand make all necessary adjustments to our processes, we have pulled and reviewedcall recordings for the calls in
question.The agent did properly present himself as a representativeof FMCD and not of MicrosoftWhile we cannot be certain as to the legitimacyof the information about the complainant’s system to which our agent claimed tobe privy, we do not condone the general demeanor of this agent, in claimingthat some critical issue would cause the system to crash without immediateintervention, and because of this the agent in question has been let goFurther, we can say with certainty FMCD was not responsiblefor any unwarranted accessing of the complainants system and/or social mediaaccounts. Our agents simply do not havethe capability to remotely display error prompts, or for that matter access anyfiles on the systems of persons whom they call. If the complainant is convinced some tampering of this nature did infact occur, it would have been instigated by an entity with absolutely norelation to Fix My Computer Dude.Again, the complainant will receive no such future callsfrom our organization; we have made necessary changes to our personnel; and weapologize for the inconvenience experienced. Best Regards,FMCD

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 In addition, I received a call from this company shortly after I posted the complaintI received an apology and a similar response on the phoneI contacted Microsoft Corpbefore I made the complaint and they said that I should beware of such calls, since they have no dealings with companies that claim to do "repairs" for them, or subcontractors.
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. As I was walking out of work the president called me, I am sorry if I startled him, I have to answer a specific way when still on the clockHe clarified everything that was meant to have been done by the original beginning of this mix up without involving himWe settled this like gentlemen after he assured me of the errors that were made by accidentHe was very professional and we worked out the mix up in a way that looks good on the companySo much so that I will at least in good faith keep them in mind in the future if I need to point someone to a good companyIt is just sad that I had to get a bump in the road in meeting this companyThis matter can be considered "case closed."
Regards,
*** * ***

We appreciate the feedback and
would like to assure Ms.  [redacted] that
the call she has experienced, as described, does not reflect our company
standard; the process detailed is wanting in both areas...

of transparency and
accuracy of the information provided. As it stands, we are pulling the
recording and upon review we will take disciplinary action against the responsible
parties, and ensure all representatives are re-trained with this issue given
proper import.
As for the more granular
concerns raised I can neither confirm nor deny your machine has or had any
critical issues currently or recently; however, I can confidently confirm there
are not 500+ viruses—the error log on your machine does not necessarily
indicate issues which need be addressed. That said, it is fairly common that
antivirus software [redacted] does not mitigate all
security vulnerabilities which may take root on your machine; such software is
effective for its designed purpose, but pc security also involves registry
file, driver maintenance etc.… which antivirus software does not address. However,
it is the case a local computer shop is capable of repairing and maintaining
your machine, and it is also quite possible your machine is in no need of
repair; as stated, I am not privy to such information.
Once again, we appreciate
the feedback and hope all your concerns have been adequately addressed.
Best,[redacted]

FMCD has reviewed, with the agents in question, the sales
tactics employed throughout the phone call referenced by Mr. [redacted]. FMCD does not tolerate any miscommunication
about its affiliations nor what might be called coercive sales behavior by any
of its representatives; accordingly, it has...

taken steps to prevent each
henceforth.
Further, FMCD strives to filter all data through the
applicable do-not-call registries.  In this
case it is possible Mr. [redacted]’s contact info escaped the notice of one of
our vendors, resulting in a call which ultimately should not have been placed.
In this regard, FMCD has already made adjustments to preclude repeated future
occurrences.
In conversations with Mr. [redacted] since the filing of his
complaint we have come to an amiable understanding and agreement for continued
service provision. In this sense FMCD is glad to have assuaged the concerns
raised and once again offers apologies to Mr. [redacted] for the possible oversight
on our end, and the overall inconvenience.Kind Regards,FMCD

We appreciate the concern raised and regret to hear of the inconvenience faced.  Therefore, while we do not employ an associate by the name given, we have performed an internal audit of our procedures-- we do stand by the quality of the service we provide our customers, but we also understand...

the importance of full disclosure and transparency throughout the sales process.  We are tremendously conscientious in avoiding any implied relationship with Microsoft, and will again revisit this lesson upon all agents under our employ. FMCD is not some scam operation and it does not and has not utilized any malicious practices to damage machines and gain customers. Our procedures are legitimate and non-invasive.  However, there are entities operating with far less wholesome motives and we have had experience with these entities falsely presenting themselves as FMCD. Again we are constantly optimizing our methods here at FMCD and have taken this occasion to revisit the topics raised with our staff., Although we cannot confirm nor necessarily deny an association with the person claiming the name “[redacted] we can state unequivocally that we do not in any case damage machines to which we are granted access, and we offer our apologies for the inconvenience faced.Kind Regards, FMCD

Firstly, we appreciate your concern, and we acknowledge there are a great number of organizations which falsely represent themselves, and which possess no actual intention of providing a worthwhile service; indeed, these companies are well documented online. I’d like to assure you FMCD is not one of...

such operations. We had no, and continue to have no, interest in deceiving or “using” you. The fact our technicians are Microsoft Certified is an expression of their qualification to resolve issues and optimize devices running Microsoft Windows—it does not imply a relationship to Microsoft itself. In fact, based on the purchase price you’ve mentioned (406.37 CAD) it is possible you paid one of these such companies, because by our records you made one payment to FMCD for $169.99 at the time of your registration on July 7.  Your account was then cancelled about 2.5 months subsequent because the payment information was not current.   Your contact information was legally obtained from a vendor, but we do not have any means of communicating with, or receiving reports from your device unless you provide access to our technician.  It’s possible the number our technician read to you before you gave them access was to specify the precise windows software build/version running on your device, however I cannot say definitively. Please feel free to give us a call and discuss this matter with Sarah (the technician who performed service on your device in the first instance).    To clarify, we did not call you because of some information we received, unique to your individual device—we called because our service is capable of optimizing and repairing errors and deficiencies on all windows devices. In fact, it is not uncommon, as in your case, for brand new machines running the latest version of windows 10 to have issues related to Windows Update.  Additionally, it appears we provided you an additional security tool for protection from malware, as well as browser pop ups, and performed a few other tasks to optimize performance. We also assisted you further with a start-up issue, at your request a few weeks later. Despite what you may have read, our service to you was a legitimate, full-feature computer maintenance solution. We regret to hear you feel you were tricked, we always welcome feedback from customers.  As has been stated, your account has been cancelled and we wish you the best.     FMCD

Hi [redacted]   We appreciate your business and hope both you and your computer are in good health!   Firstly, we appreciate your concern, and we acknowledge there are a great number of organizations which falsely represent themselves, and which possess no actual intention of providing a...

worthwhile service; indeed, these companies are well documented online. I’d like to assure you FMCD is not one of such operations. We had no, and continue to have no, interest in deceiving or “using” you. The fact our technicians are Microsoft Certified is an expression of their qualification to resolve issues and optimize devices running Microsoft Windows—it does not imply a relationship to Microsoft itself.   Your contact information was legally obtained from a vendor, but we do not have any means of communicating with, or receiving reports from your device unless you provide access to our technician.  It’s possible the number our technician read to you before you gave them access was to specify the precise windows software build/version running on your device, however I cannot say definitively. Please feel free to give us a call and discuss this matter with [redacted] (the technician who performed service on your device).    To clarify, we did not call you because of some information we received, unique to your individual device—we called because our service is capable of optimizing and repairing errors and deficiencies on all windows devices. In fact, it is not uncommon, as in your case, for brand new machines running the latest version of windows 10 to have issues related to Windows Update.  Additionally, it appears we provided you an additional security tool for protection from malware, as well as browser pop ups, and performed a few other tasks to optimize performance. Our service to you is a legitimate, full-feature computer maintenance solution.  If you decide against this service, we are happy to provide you a full refund within 30 days.   Your refund will be processed today(8/22/16) and your account will be closed. Please give us a call should you have any additional questions or concerns.   Best,   [redacted]