HotFix Technology, LLC

This is in regard to your letter to me dated 14th February regarding a complaint of MrsKay ***We sincerely thank you for giving us a chance to represent ourselves and our side of the issue to clear any misunderstanding of the customer (complainant).After going through all the claims and issues of the customer, we have following explanations for all the claims of the customer:Company did not take remote for any computer without the customer's permission or without his/her consentThe customer didn't send any kind of query(ies) through mail to any representative or executive of our companyNothing relevant was deleted from the customer's pc deliberately or intentionallyIt's a known fact that while upgrading to a higher windows some information (C Drive) might be lost from the computer if backup not taken and the same was informed to the customer beforehand and only after obtaining her consent we upgraded his windows to Windows Market has number of sellers selling the same product with different prices depending on their marketing strategies, a customer has various options to go in for a seller of his/her choice, if a customer agrees to pay what we have quoted for a product/service, then it is the customer who is ready to pay what we have quoted for a product/serviceThere comes no point of over charging hereWe have mentioned this clearly on our website that "we are a third party" and we never projected us as a direct representatives from [redacted] or any brand and that we are an independent support service providerAlong with [redacted] security, we provided her our support services and the complete charging was not only for [redacted] but it was for our support services as well, which we clearly mentioned on the invoice sent to herPlease find attached herewith this mail the copy of invoice sent to the customerThe customer never contacted us "severely", in fact it was us who tried to contact her at various point of time but the customer never answered our call nor called us backWe even tried to reach the customer when our toll free number was changed, to inform her about the new toll free number and tell her that she can reach us on this new number if she had any issues or problem in her pc, but the customer never answered our callsEvery time a customer is being charged by us for any service provided to him/her, before putting his/her card for charging we obtain a consent from the customer that he/she agrees to pay for the services offered to him/herSo there's no point of a scam or misusing a customer's card information for financial gain or charging a customer without informing him/her and obtaining his/her consentPlease find attached herewith this mail the scanned copy of the customer's mail of feedback and consent for the chargingWe had a charge back from the customer's bank for both the chargings and both the amounts have already been transferred from our bank account to the customer bank account on 02/06/Please find attached herewith scanned copy of our bank account statement.Hope with our clarifications, the customer might be satisfied since we are not engaged in any kind of scam nor we want any customer of ours to go unsatisfied with any of our deedsWe are just in business to provide the customers our best support services and we are always ready to listen to and to fix any kind of customer(s)' complains or issues.Regards,John [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Kay [redacted] For a company to say that they sold a 3-year subscription but issued a license only for months so that they can keep in touch with their customers is ludicrous and unbelievableAnd to say that they tried oh-so-hard to be in touch with me after cheating me and therefore is my fault is ridiculousBy then I knew Hotfix Technology was not a company I wanted to do business with, I could not trust them, and I was advised not to have further contact with themI have previously clearly stated my reasons for reporting Hotfix Technology to the Revdex.com, and there is no reason to repeat them again and again

This is with reference to your letter to me dated March 14, 2017 regarding complaint by Kay [redacted] (Complaint ID- [redacted]). After going through all the issues of the customer in her complaint letter. We would like to throw light on our side of the complaint of Kay [redacted].Firstly, we did not issue same response twice intentionally, rather it was due to some confusion. When we first submitted our reply on February 21, 2017 we did not get any receipt of confirmation from Revdex.com. This is the reason we submitted our same response on March 6, 2017 and this time we got a confirmation form Revdex.com regarding receipt of our response.Secondly, We did sell Kay [redacted] anti- virus with 10 months validity but we always keep in touch with our customers and follow-up with them for the renewal of such services provided by us to them. In this case as well. We constantly tried to contact Kay [redacted] several times for our after sales services and for the regular follow up but we never got any response from the customer. Moreover the customer never contacted us. Neither through call nor through e-mail.Thirdly, We just suggested the customer the upgrade to windows 10 from our experience but we never forced Kay [redacted] to upgrade. It was solely the customer's decision for choosing whether to upgrade or not.Moreover, in the previous complaint letter the customer demanded for the full refund and we have sent all the proofs indicating that the money has already been transferred to the customer's bank account.We hope all the issues of the customer have been satisfactorily answered in this letter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Kay [redacted]  For a company to say that they sold a 3-year subscription but issued a license only for 10 months so that they can keep in touch with their customers is ludicrous and unbelievable. And to say that they tried oh-so-hard to be in touch with me after cheating me and therefore is my fault is ridiculous. By then I knew Hotfix Technology was not a company I wanted to do business with, I could not trust them, and I was advised not to have further contact with them. I have previously clearly stated my reasons for reporting Hotfix Technology to the Revdex.com, and there is no reason to repeat them again and again.

This is in regard to your letter to me dated 14th February 2017 regarding a complaint of Mrs. Kay [redacted]. We sincerely thank you for giving us a chance to represent ourselves and our side of the issue to clear any misunderstanding of the customer (complainant).After going through all the claims and...

issues of the customer, we have following explanations for all the claims of the customer:1. Company did not take remote for any computer without the customer's permission or without his/her consent.2. The customer didn't send any kind of query(ies) through mail to any representative or executive of our company.3. Nothing relevant was deleted from the customer's pc deliberately or intentionally.4. It's a known fact that while upgrading to a higher windows some information (C Drive) might be lost from the computer if backup not taken and the same was informed to the customer beforehand and only after obtaining her consent we upgraded his windows to Windows 10.5. Market has number of sellers selling the same product with different prices depending on their marketing strategies, a customer has various options to go in for a seller of his/her choice, if a customer agrees to pay what we have quoted for a product/service, then it is the customer who is ready to pay what we have quoted for a product/service. There comes no point of over charging here.6. We have mentioned this clearly on our website that "we are a third party" and we never projected us as a direct representatives from [redacted] or any brand and that we are an independent support service provider.7. Along with [redacted] security, we provided her our support services and the complete charging was not only for [redacted] but it was for our support services as well, which we clearly mentioned on the invoice sent to her. Please find attached herewith this mail the copy of invoice sent to the customer.8. The customer never contacted us "severely", in fact it was us who tried to contact her at various point of time but the customer never answered our call nor called us back. We even tried to reach the customer when our toll free number was changed, to inform her about the new toll free number and tell her that she can reach us on this new number if she had any issues or problem in her pc, but the customer never answered our calls.9. Every time a customer is being charged by us for any service provided to him/her, before putting his/her card for charging we obtain a consent from the customer that he/she agrees to pay for the services offered to him/her. So there's no point of a scam or misusing a customer's card information for financial gain or charging a customer without informing him/her and obtaining his/her consent. Please find attached herewith this mail the scanned copy of the customer's mail of feedback and consent for the charging.10. We had a charge back from the customer's bank for both the chargings and both the amounts have already been transferred from our bank account to the customer bank account on 02/06/2017. Please find attached herewith scanned copy of our bank account statement.Hope with our clarifications, the customer might be satisfied since we are not engaged in any kind of scam nor we want any customer of ours to go unsatisfied with any of our deeds. We are just in business to provide the customers our best support services and we are always ready to listen to and to fix any kind of customer(s)' complains or issues.Regards,John [redacted]