Geeks Technical Support

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:This company has totally destroyed my computer's operating system and softwareThe computer will no longer complete initial boot up or connect to wifiI have since purchased a replacement computer because it is cheaper then buying new softwareWhile I am pleased that they refunded my fee, they left me with a boat anchor for a computerI think this Indian call center should be banned from doing computer service work in the U.SThey also run a pyramid scheme of locking you in for a fee and then upselling their additional services for the " deeper" problems they have found I feel this company is a scam
Regards,
*** ***

This organization is of the highest moral and professional standard I have ever dealt withThey have more than supported me they have saved me from the plundering so of loathsome hackersThey work relentlessly and tirelessly to maintain, satisfy, and salvage technical problemsI found them by chance and recommend them to everyoneThank you Geeks

Dear ***We are sorry to know about your husband and our condolences are with you in this tough time. Please accept our sincere apologies for all the inconvenience caused to you during the course of services provided from our sideWe are a customer centric organization and customer delight
with our services is of utmost importance to usHence, we consider it to be our responsibility to address all concerns of our customers to their complete satisfactionThe payment processed on 12/17/for $was not settled yet when we informed about cancelling it in the evening that day as you expressed dissatisfaction.It may have been a possibility that one of the supervisors may have informed you that refund takes 3-business days and we sincerely once again apologize for any miscommunication hereHowever, since this payment was never settled, it was cancelled and was never charged from your accountYou may also confirm this by contacting your bank or credit card company and they would also confirm this cancellation.Being a responsible technical support, we take complete ownership for any hassle caused and would surely address all your concerns, even if it has to be in the form of any compensation as we never relinquish ownership to any of our customer's contacts for queries when there is no service remaining.You need not have to deal with any representative or technician and you may directly speak with me by dialing either of the Supervisor toll free numbers and then ask for SamI am the Consumer Relations Manager.The toll free numbers of Supervisors are :***We request an interaction over telephone regarding this matter, however, in case you are unable to call us, you may also drop an email at "***"In the email, along with any queries or concerns, please also mention the best hours time frame, best numbers along with your time zone and we would get back to you as soon as possible.We leave no stone unturned to ensure that our customers are completely satisfied with our servicesWe appreciate every opportunity to assist you and look forward to always providing you with quality services.Sincerely,Sam M***Consumer Relations Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:While I appreciate the business's willingness to make financial restitution to me in this matter and any help in this matter would be appreciatedI am still concerned that this organization provides substandard service , technicians are off shore, and it pushes up charging for services while holding your computer/software hostage. Personally, I would like them banned from doing business in the US as a shell US company with no US presence.For example:1) Initial contact in February Problem partially corrected and was pushed to buy a multiyear service contract and supposedly anti-virus software installed..2) Second contactWas told my contract above did not cover the issue my computer had and was pushed to buy another service agreementPurchased the additional coverage and so-called technician worked on my computer for multiple hoursThe operating system was destroyed, all other programs erased, and the computer unable to boot up.The company refunded me the cost of my second contract, but my computer worthlessThe cost of new software is more than the cost of a replacement computerSo, I have purchased a new computer.SO, I have lost hours of time, software, and a computer
Regards,
*** ***

Dear ***, Thank you for speaking with us regarding this disputeWe are sorry to know about the problems you are facing and we really appreciate everything you are doing to take care of your family and as a caregiverAs discussed with you, OEM companies like *** never randomly call unless
there is an appointment scheduled and the call you got was from an impostorWe are a customer centric organization and customer satisfaction with our services is of utmost importance to usAcknowledging all the concerns, as discussed with you, we have promoted you to our Elite Premium Club of customersThe benefits of this club has already been discussed with youAs a member of this club, you may directly call the Supervisor hr and then speak with me, SamThe toll free number of Supervisors is *** You may request to speak with senior most person in Consumer Relations in my absenceMe or senior most person in Consumer relations will ensure that you get the best possible assistance from Research and development techniciansYou may also drop an email at [email protected] in order to get any assistance from Research and Development expertsWe leave no stone unturned to ensure that our customers are completely satisfied with our servicesWe appreciate your business with us and look forward to provding you with quality services everytime we interactSincerely,Sam M***Consumer Relations Manager

Dear ***, Please accept our sincere apologies for all the inconvenience caused to youWe are a Customer centric Organization and customer satisfaction with our services is of utmost importance to usThe last time we dealt with you was in the month of April, when you reported
dissatisfaction and acknowledging your dissatisfaction, we provided refund and cancelled subscriptionReputed customer centric companies never randomly call people unless there is a scheduled appointment and we apologize for any misunderstanding, however, we never called you after April, You? must? would? have? called some other company to get Tech Support or other Support Service company and that company must be the? one? trying to call you backThis can be confirmed via the? “Called Id”? on the phoneThe number appearing on the phone? when? we call the customer is? “###-###-####”? and we are sure that you are getting calls from some other number as we are not trying to call you.To resolve any queries or misunderstandings related to this matter, you can feel free to contact usYou need not have to deal with any representative or technician and you can directly speak with a Supervisor by dialing the Supervisor toll free number : ###-###-#### We leave no stone unturned to ensure that our customers are completely satisfied with our servicesWe appreciate your contact and look forward to providing you with quality services everytime we interactSincerely, Sam M*** Manager, Customer Service Geeks Support

From:*** ***Date: Tue, May 3, at 1:PMSubject: Complaint #***---Re: Your complaint has been receivedTo: ***Hi ***I have resolved the referenced dispute (Complaint #***) with Geeks Technical SupportPlease close the dispute since
I no longer have an issue, and provide any related reference number.Much thanks,N

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Geeks Technical Support regarding...

complaint ID [redacted].
Regards,
Clarence Smith

Dear [redacted],
We acknowledge the fact that you are completely dissatisfied with our services. We got an opportunity to troubleshoot the problems you reported, however, we also informed you to observe the computer for 2 days so that we call you back and check if everything is working fine. Computers and electronic and communication devices have a tendency to retain an intermittency following any troubleshooting steps performed which makes the follow up very important. It is possible the computer had hardware problems because of the above reason or any other problems could have caused this situation.
We apologize for the inconvenience caused to you and also assure you that we are taking complete ownership for the hardware failure of your computer. We are a customer service industry and customer satisfaction with our services is of utmost importance to us. We would like to provide a brand new computer to you free of cost as a good will gesture acknowledging the hassle you had to go through following your contact to our company even after we have refunded you the complete amount you paid us. Moreover, we are also offering complete support to you for one year free of cost.
We are looking forward to improve our services and cater to the needs of every customer associated with us in the best possible way. 
Sincerely,
Geeks Technical Support LLC

From:[redacted]<[redacted]>Date: Tue, May 3, 2016 at 1:36 PMSubject: Complaint #[redacted]---Re: Your complaint has been receivedTo: [redacted]Hi [redacted]I have resolved the referenced dispute (Complaint #[redacted]) with Geeks Technical Support. Please close the dispute since...

I no longer have an issue, and provide any related reference number.Much thanks,N

Dear [redacted],We acknowledge the fact that you were not satisfied with our services. You reported an issue with popups on your computer and after 2 days of work we were able to clean some of the root causes of the popups but the issue still remained. We performed operating system re-installation and...

assisted in retrieving all original data and programs. Afterward, we scheduled a follow up call to confirm there were no other problems. However, we received your email in which you expressed disappointment with our services as your computer was no longer booting. At this point we tried reaching out to resolve the issue in the best possible way.We apologize for any inconvenience caused to you as we continue to improve our service. We've refunded the full amount back to your account and are looking forward to better care for our customers.Sincerely,Geeks Technical Support LLC

Dear
[redacted],
We
understand how disappointing this situation is when you have a computer not
working especially after there was work done before major problems started.
Hence, you feel that the work done has caused the problems. We regret that you
reported dissatisfaction with our services as...

we are a customer service
industry and customer satisfaction with our services is of utmost importance to
us. You reported an issue with [redacted] not working and we had informed you that we have all the needful expertise to resolve this issue and the
order confirmation email sent to you clearly mentioned that we are Geeks
Technical Support, an independent third party service provider. After a
thorough clean up of junk files on your computer was done which was causing the
problems as per the issue diagnosis, our technicians assisted in restarting the
computer and then had you use all the applications and programs used normally
on the computer to confirm that not only the [redacted] issue is resolved,
however, all other applications and programs are also running smoothly. The
case was then closed after it was confirmed that the computer is properly
functioning to your satisfaction.
We
appreciated your association with us and we look forward to a very long
association with our customers and hence, as a good will gesture, we also sent
a 64 GB flash drive to you free of cost. Although there was time, resources and
labor used at our end, the moment dissatisfaction with our services was
reported the following day after work done, we immediately refunded the whole
amount you paid as to us, customer satisfaction matters more than any other
resource, time or labor used at our end and we also let you keep and not ask
for the return of the flash drive sent to you as a good will gesture. We also
ask our customers to observe their devices for 1-2 days after the issues are
resolved and then arrange a follow up call to confirm that all devices were
working fine. You would have received a call on 28th as a follow up, however,
you called us a few hours later on the very same day reporting an issue. This
is an altogether different issue which is not related to the work we did or
previous issue reported and you can be assured that software troubleshooting
steps performed could not create hardware or operating system related issue.
While working on this issue, our technician could isolate there being problems
with operating system. They were not trying to restart the computer, however,
they were performing power flee which removes static electricity from devices
and they were trying to boot computer to safe mode and single user mode which
unfortunately did not work causing the technician to ask you for an
operating system disc so that troubleshooting on operating system could be performed.
We regret that you are dissatisfied with our services and irrespective of work
done, we would audit every interaction you had with us and extract drawbacks
out of them and work upon eliminating all drawbacks for good to improve on our
customer service. We really look forward to your association with us in future
so that we get an opportunity to redeem all drawbacks this time and you can be
assured about receiving quality service from us. We also assure you that we would co-operate regarding this matter as well and we can assist you in getting your computer working without charging you any extra money.
 
Thanks
and Regards
Geeks Technical Support LLC

Dear [redacted], Please accept our sincere apologies for all the inconvenience caused to you. We are a Customer centric Organization and customer satisfaction with our services is of utmost importance to us. The last time we dealt with you was in the month of April, 2015 when you reported...

dissatisfaction and acknowledging your dissatisfaction, we provided refund and cancelled subscription. Reputed customer centric companies never randomly call people unless there is a scheduled appointment and we apologize for any misunderstanding, however, we never called you after April, 2015. You must would have called some other company to get Tech Support or other Support Service company and that company must be the one trying to call you back. This can be confirmed via the “Called Id” on the phone. The number appearing on the phone when we call the customer is “###-###-####” and we are sure that you are getting calls from some other number as we are not trying to call you.To resolve any queries or misunderstandings related to this matter, you can feel free to contact us. You need not have to deal with any representative or technician and you can directly speak with a Supervisor by dialing the Supervisor toll free number : ###-###-#### We leave no stone unturned to ensure that our customers are completely satisfied with our services. We appreciate your contact and look forward to providing you with quality services everytime we interact. Sincerely, Sam M[redacted] Manager, Customer Service Geeks Support

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From:[redacted]<[redacted]>Date: Tue, May 3, 2016 at 1:36 PMSubject: Complaint #[redacted]---Re: Your complaint has been receivedTo: [redacted]
Hi [redacted]
I have resolved the referenced dispute (Complaint #[redacted]) with Geeks Technical Support. Please close the dispute since I no longer have an issue, and provide any related reference number.
Much thanks,N

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I never called any other company for assistance after cancelling your service.  Interestingly, since this complaint was filed, the never ending phones calls have ceased!
Regards,
[redacted]

BEWARY -- I was attempting to get support from the GEEK SQUAD but was having a problem getting them and somehow got hold of GEEKS TECHNICAL SUPPORT. When asked if they were with the GEEK SQUAD they just said they were GEEKS TECHNICAL SUPPORT which I assumed was the technical support of the Geek Squad. SO I went through what was going on with my computer continuing to ask them periodically if they were with the GEEK Squad and they just repeating they were GEEK TECHNICAL Support, still getting my suspicions up when after telling me my computer had 100's of malware and viruses on it and saying they could fix my computer by purchasing a one time fix or a contract for a year, a 2 yr or a "lifelong" contract for a certain amount. Since I had a 2 yr contract with the geek squad which would be up in 4 months anyway even though they were pushing the "lifelong" contract. I decided to get the 2 yr contract so I provided them a CC # and they fixed my computer. Still wary of them as a GEEK SQUAD support the next day I did get in contact with the geek squad and was told that NO GEEK TECHNICAL SUPORT WAS NOT WITH THE GEEK SQUAD. Since I was very wary of what they did I had the Geek Squad review and check out my computer to ensure they GEEK TECHNICAL did not leave anything on it that shouldn't of been on it. I immediately emailed GEEK TECHNICAL SUPPORT and told them I wanted to cancel 2 yr contract with them because after asking numerous times and being told they were GEEK Technical Support implying they were with the GEEK SQUAD because all they had to do was say one of two words YES, they were with GEEK Squad or NO they were not with GEEK SQUAD. so after a few more calls all instigated by them I confirmed we received our refund I told them to not call us again (3 phone calls to cancel contract and confirm refund) they continued to call us a total of 9 calls each time telling them NOT to call us ever again. They would use different phone numbers in which the caller ID would show either a phone number only or Magic Jack customer or live%3Asarajug or live%3Adjnenndt. We finally got them to quit after telling them we were going to file a complaint with the FCC (unfortunately the FCC complaint form would not come up on my computer).
Just be wary of the GEEK TECHNICAL SUPPORT, they are not part of the GEEK SQUAD.

To whom so ever it may concern,
This is in reference to the complaint we received for case number [redacted].
We are a customer service industry and customer satisfaction with our services is of utmost importance to us. Hence, it makes us feel sad that...

a valued and dear customer has complaint against our services in such a way.
We are a third party technical support and have expertise on almost all electronic and communication devices including [redacted] products as mentioned on our website URL :
www.geekstechnicalsupport.com
It is very common for us to receive calls from people looking for [redacted] support. We would like to brief on this context.
[redacted] is a big manufacturer of many devices and most of the consumers from all across the world rely on [redacted] products. However, unfortunately there have been a few drawbacks with their support apparently as many customers end up waiting in a queue to get supported by [redacted] because there is a high queue as representatives at [redacted] are mostly busy serving most of their consumers.
[redacted] has been certainly working on eliminating this drawback, however, one cannot deny that this problem with [redacted] support and many other leading manufacturers opens a huge market for over the phone and over the internet technical support.
We have [redacted] certified engineers and technicians certified from other leading brands as well who constantly serve many consumers across United States and Canada. There was a time when we only used to be available for 12 hours and 5 days a week. Since clients appreciated and liked our multiple-brand expertise, there was a huge demand for us to be available on the weekends and we not only met this expectation of our valued clients, however, eventually we exceeded their expectations and ensured that we are available 24/7 to ensure that our clients receive timely service as and when needed.
As leading brands like [redacted] have not been able to cater to the needs of every consumer because of their telephonic technical support being unavailable 24/7 and since not every consumer prefers visiting a nearby store of a manufacturer, it is very common for us to receive calls from people looking for [redacted] support and support for other leading brands when they search for respective support online.
We clearly set expectation to our consumers that we have [redacted] certified engineers and all the needful expertise to provide support and give information for products related to [redacted] and never promote ourselves as being [redacted] support.
However, if there was a miscommunication with this particular customer, we acknowledge that and therefore, there was a full refund of $399.99 processed from our side in the end since more than money paid, customer satisfaction matters to us.
We lost contact with this customer the day they got associated with us and reported a few issues with their devices. It was our responsibility to try and reach them so that we resolve the issues reported as soon as possible and ensure that our customer is completely satisfied. 
We acknowledge that customer did not appreciate that there were 4 calls made and only reason we did this is because we were concerned about the issues reported being unresolved for a long time.
We have neverthless given feedback and imposed penalties on technicians responsible for multiple calls. However, the moment customer answered one of the final calls and informed us that they reported our matter to Revdex.com and disconnected the call immediately, we issued full refund of the order for $399.99 back to their account.
It was disappointing to know of this response from this customer with whom we were looking for a very long association, however, customer satisfaction matters to us more than anything else and hence, we issued full refund.
Technicians, earlier in order to diagnose the issue, took the remote access of customer's computer and found that there was security missing on their computer and hence, security was offered and along with that, support was also available.
As far as issue diagnosis is concerned, as mentioned earlier, we have certified engineers from all electronic and communication devices and issue was properly consulted with [redacted] certified technicians and printer manufacturer certified engineers and although conventional fix was unavailable, alternate approach had to be followed wherein printer could have been installed in compatibility mode and issue could have been fixed.
We leave no stone unturned in ensuring that our customers are completely satisfied with our services and resolution provided from our side even if it has to be in the form of refund.
We certainly feel disappointed that our customer was dissatisfied with our services and miscommunication, however, our contact information and 24/7 availability was clearly communicated to them and had they simply contacted us letting us know about any miscommunication and their disappointment, we would have been more than happy to assist them with full refund and Revdex.com would have not been bothered.
Yours Sincerely
Geeks Technical Support LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
While I appreciate the business's willingness to make financial restitution to me in this matter and any help in this matter would be appreciated. I am still concerned that this organization provides substandard service , technicians are off shore, and it pushes up charging for services while holding your computer/software hostage. Personally, I  would like them banned from doing business in the US as a shell US company with no US presence.
For example:
1) Initial contact in February 2015. Problem partially corrected and was pushed to buy a multiyear service contract and supposedly anti-virus software installed..
2) Second contact. Was told my contract above did not cover the issue my computer had and was pushed to buy another service agreement. Purchased the additional coverage and so-called technician worked on my computer for multiple hours. The operating system was destroyed, all other programs erased, and the computer unable to boot up.
The company refunded me the cost of my second contract, but my computer worthless. The cost of new software is more than the cost of a replacement computer. So, I have purchased a new computer.
SO, I have lost hours of time, software, and a computer
Regards,
[redacted]

Dear [redacted],
We acknowledge the fact that you were not satisfied with our services. You reported an issue with popups on your computer and after 2 days of work we were able to clean some of the root causes of the popups but the issue still remained. We performed operating...

system re-installation and assisted in retrieving all original data and programs. Afterward, we scheduled a follow up call to confirm there were no other problems. However, we received your email in which you expressed disappointment with our services as your computer was no longer booting. At this point we tried reaching out to resolve the issue in the best possible way.
We apologize for any inconvenience caused to you as we continue to improve our service. We've refunded the full amount back to your account and are looking forward to better care for our customers.
Sincerely,
Geeks Technical Support LLC

Dear
[redacted],
We
understand how disappointing...

this situation is when you have a computer not
working especially after there was work done before major problems started.
Hence, you feel that the work done has caused the problems. We regret that you
reported dissatisfaction with our services as we are a customer service
industry and customer satisfaction with our services is of utmost importance to
us. You reported an issue with [redacted] not working and we had informed you that we have all the needful expertise to resolve this issue and the
order confirmation email sent to you clearly mentioned that we are Geeks
Technical Support, an independent third party service provider. After a
thorough clean up of junk files on your computer was done which was causing the
problems as per the issue diagnosis, our technicians assisted in restarting the
computer and then had you use all the applications and programs used normally
on the computer to confirm that not only the [redacted] issue is resolved,
however, all other applications and programs are also running smoothly. The
case was then closed after it was confirmed that the computer is properly
functioning to your satisfaction.
We
appreciated your association with us and we look forward to a very long
association with our customers and hence, as a good will gesture, we also sent
a 64 GB flash drive to you free of cost. Although there was time, resources and
labor used at our end, the moment dissatisfaction with our services was
reported the following day after work done, we immediately refunded the whole
amount you paid as to us, customer satisfaction matters more than any other
resource, time or labor used at our end and we also let you keep and not ask
for the return of the flash drive sent to you as a good will gesture. We also
ask our customers to observe their devices for 1-2 days after the issues are
resolved and then arrange a follow up call to confirm that all devices were
working fine. You would have received a call on 28th as a follow up, however,
you called us a few hours later on the very same day reporting an issue. This
is an altogether different issue which is not related to the work we did or
previous issue reported and you can be assured that software troubleshooting
steps performed could not create hardware or operating system related issue.
While working on this issue, our technician could isolate there being problems
with operating system. They were not trying to restart the computer, however,
they were performing power flee which removes static electricity from devices
and they were trying to boot computer to safe mode and single user mode which
unfortunately did not work causing the technician to ask you for an
operating system disc so that troubleshooting on operating system could be performed.
We regret that you are dissatisfied with our services and irrespective of work
done, we would audit every interaction you had with us and extract drawbacks
out of them and work upon eliminating all drawbacks for good to improve on our
customer service. We really look forward to your association with us in future
so that we get an opportunity to redeem all drawbacks this time and you can be
assured about receiving quality service from us. We also assure you that we would co-operate regarding this matter as well and we can assist you in getting your computer working without charging you any extra money.
 
Thanks
and Regards
Geeks Technical Support LLC