Identakid Services of America

Ms [redacted] ***, Vice President of Arbitration,Revdex.com Serving New Jersey,Whitehorse-Hamilton Square Road,Building A, Suite 202,Hamilton, NJ Re: Complaint ID [redacted] submitted on 7/14/(notreceived by us) and subsequent e-mail complaint of 9/04/Dear Ms [redacted] ***, We are deeply concerned that a Complaint dated as farback as mid-July has remained unaddressed till dateFor some unexplainablereason, our communication channels seem to have failed as we did not receiveyour previous complain of JulyI would earnestly request you to kindly takenote of three e-mail ids of the key Operations Personnel as followsWe assureyou of prompt response in futureAssttManager Operations: [redacted] SrTeam Lead: [redacted] Quality Assurance Sup: [redacted] Communication addressed to any or all of the above willcertainly be promptly acknowledged and addressed in the shortest possible timeAt the very outset, let me say that we are extremelysorry for having upset Ms [redacted] and we apologize sincerely The facts of theCase: We have thoroughly investigated the Case and our comments are asfollows: All Calls made from our end are recorded withoutfail for Quality Assurance purposesThis particular Call to Ms [redacted] wasmade at 10:am EST by our Calling Agent Christina and subsequentlytransferred to our SrSupervisor RickIt lasted minutes and seconds andwe did not find any acrimonious exchange at all in the entire recordingThe Computer was taken on remote with thepermission of Ms [redacted] In fact she switched the computer on herself andthen followed Rick’s instructions to connect her machineThere was absolutelyno coercion on our partIt was well understood that Ms [redacted] wasusing an iMac, bought about a month back, and Rick did explain to her thatwhile the Hardware was new and under Warranty, our Service was to configure andoptimize the performance of the Software from time to timeHe offered a OneYear Contract of software Tech Support @ $and Ms [redacted] stated thatshe would not pay without asking her daughterSubsequently, Rick did terminate the remotesession and Ms [redacted] was absolutely satisfied with the communication as ithappened, even though she wanted to consult her daughter about the next courseof action, which was totally acceptable to usPlease note that our Phonenumbers were not asked for and hence not given during any part of theconversationSince you have received the complaint on thesame date at 1:50:pm, we assume that Ms [redacted] ’s daughter tried calling uson the numbers published on our Web Page in the intervening periodHowever, wecannot find any records of any non-customer calls received during this period.All the Calls received during this period are accounted for as being made byour existing CustomersPlease note that we do record all phone calls made toour Technicians for Quality Assurance, hence we do think that the daughter mayhave called our office number as given on our WebsiteCalls made to our officenumbers are not recordedHence it would be impossible to trace any such callEven though we have not taken a single cent fromMs [redacted] we would like her to feel satisfied at the end of the day, and notharbor any apprehensions about this incidentWe would like to take thisopportunity to assure Ms [redacted] that the integrity of her computer has notbeen compromised by us at all That isnot the way we operateOur SrSupervisor, Andrew, has already called heryesterday and apologized for any anxiety and/or trauma that we may haveunwittingly causedWe have been in business for over five years and havethousands of satisfied customers in USA, Canada and UKWe support scores ofcustomers concurrently every dayOur customers simply love our service because- Remote technical support is a proven method, mostcomputer software application problems can be solved by remote access.- We use some of the best, industry standard remoteaccess software for support.- We are permission based, we do NOT do anything withoutthe customer’s specific permission.- Our customers can watch and follow every step of everyaction that we perform on the customer’s computer screen.- We are secure and malware free – all our remote access softwareautomatically deletes itself when we disconnectLastly, we would like to mention that this complaint andyour report has been taken very seriouslyWe assure you that calls made by oursales team are monitored for qualityWe invest a lot of time and effort intraining, coaching and retraining our advisorsWe have pre-defined scripts forinteraction and every interaction or sale for us is completed only after asatisfaction survey plus a follow up call takes placeWe guarantee 100% customersatisfaction by ensuring & rewarding high quality work from our staffmembersAs a result, we have many clients who send us testimonials toencourage our team and also recommend us to their family and friendsWe do hope that we have been able to address all yourconcerns & grievances and to satisfy youThank you, [redacted]

Complaint: [redacted] I am rejecting this response because: because of the nature of the business in general (unsolicited phone calls directed at unsuspecting and/or technologically behind, OLDER people), and the treatment we received when my daughter contacted the company If your claim is true, that you have so many satisfied customers, then you seem to have mastered the concept of taking advantage of people who may not know exactly what they are doing when it comes to computersI have a brand new computer with no issues of concern, and on top of that it is a Macintosh computer, which doesn't suffer from the same failings as a PC (which we imagine are the majority of your customers, PC owners.)Secondly, when my daughter called to inquire about your business practices you insisted that it was I that initiated contact with you initially, and that because of my age I didn't remember that I had called youWe both know who called who.For shameI'm sure your mother would be quite surprised at the way you treated a woman of her own generation.Finally, why did you call my house yesterday? What did you intend to say to me yesterday? Why do you have my telephone number? Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because: because of the nature of the business in general (unsolicited phone calls directed at unsuspecting and/or technologically behind, OLDER people), and the treatment we received when my daughter contacted the company.  If your claim is true, that you have so many satisfied customers, then you seem to have mastered the concept of taking advantage of people who may not know exactly what they are doing when it comes to computers. I have a brand new computer with no issues of concern, and on top of that it is a Macintosh computer, which doesn't suffer from the same failings as a PC (which we imagine are the majority of your customers, PC owners.)Secondly, when my daughter called to inquire about your business practices you insisted that it was I that initiated contact with you initially, and that because of my age I didn't remember that I had called you. We both know who called who.For shame. I'm sure your mother would be quite surprised at the way you treated a woman of her own generation.Finally, why did you call my house yesterday?  What did you intend to say to me yesterday? Why do you have my telephone number?
Regards,[redacted]

Ms. [redacted], Vice President of Arbitration,Revdex.com Serving New Jersey,1262 Whitehorse-Hamilton Square Road,Building A, Suite 202,Hamilton, NJ 08690   Re: Complaint ID [redacted] submitted on 7/14/2015 (notreceived by us) and subsequent e-mail complaint of...

9/04/2015. Dear Ms. [redacted], We are deeply concerned that a Complaint dated as farback as mid-July has remained unaddressed till date. For some unexplainablereason, our communication channels seem to have failed as we did not receiveyour previous complain of July. I would earnestly request you to kindly takenote of three e-mail ids of the key Operations Personnel as follows. We assureyou of prompt response in future.1. Asstt. Manager Operations: [redacted]2. Sr. Team Lead: [redacted]3. Quality Assurance Sup: [redacted]
Communication addressed to any or all of the above willcertainly be promptly acknowledged and addressed in the shortest possible time. At the very outset, let me say that we are extremelysorry for having upset Ms. [redacted] and we apologize sincerely.  The facts of theCase: We have thoroughly investigated the Case and our comments are asfollows: 1. All Calls made from our end are recorded withoutfail for Quality Assurance purposes. This particular Call to Ms. [redacted] wasmade at 10:24 am EST by our Calling Agent Christina and subsequentlytransferred to our Sr. Supervisor Rick. It lasted 32 minutes and 39 seconds andwe did not find any acrimonious exchange at all in the entire recording.2. The Computer was taken on remote with thepermission of Ms. [redacted]. In fact she switched the computer on herself andthen followed Rick’s instructions to connect her machine. There was absolutelyno coercion on our part.3. It was well understood that Ms. [redacted] wasusing an iMac, bought about a month back, and Rick did explain to her thatwhile the Hardware was new and under Warranty, our Service was to configure andoptimize the performance of the Software from time to time. He offered a OneYear Contract of software Tech Support @ $179.99 and Ms. [redacted] stated thatshe would not pay without asking her daughter.4. Subsequently, Rick did terminate the remotesession and Ms. [redacted] was absolutely satisfied with the communication as ithappened, even though she wanted to consult her daughter about the next courseof action, which was totally acceptable to us. Please note that our Phonenumbers were not asked for and hence not given during any part of theconversation.5. Since you have received the complaint on thesame date at 1:50:57 pm, we assume that Ms. [redacted]’s daughter tried calling uson the numbers published on our Web Page in the intervening period. However, wecannot find any records of any non-customer calls received during this period.All the Calls received during this period are accounted for as being made byour existing Customers. Please note that we do record all phone calls made toour Technicians for Quality Assurance, hence we do think that the daughter mayhave called our office number as given on our Website. Calls made to our officenumbers are not recorded. Hence it would be impossible to trace any such call.6. Even though we have not taken a single cent fromMs. [redacted] we would like her to feel satisfied at the end of the day, and notharbor any apprehensions about this incident. We would like to take thisopportunity to assure Ms. [redacted] that the integrity of her computer has notbeen compromised by us at all.  That isnot the way we operate. Our Sr. Supervisor, Andrew, has already called heryesterday and apologized for any anxiety and/or trauma that we may haveunwittingly caused. We have been in business for over five years and havethousands of satisfied customers in USA, Canada and UK. We support scores ofcustomers concurrently every day. Our customers simply love our service because- Remote technical support is a proven method, mostcomputer software application problems can be solved by remote access.- We use some of the best, industry standard remoteaccess software for support.- We are permission based, we do NOT do anything withoutthe customer’s specific permission.- Our customers can watch and follow every step of everyaction that we perform on the customer’s computer screen.- We are secure and malware free – all our remote access softwareautomatically deletes itself when we disconnect. Lastly, we would like to mention that this complaint andyour report has been taken very seriously. We assure you that calls made by oursales team are monitored for quality. We invest a lot of time and effort intraining, coaching and retraining our advisors. We have pre-defined scripts forinteraction and every interaction or sale for us is completed only after asatisfaction survey plus a follow up call takes place. We guarantee 100% customersatisfaction by ensuring & rewarding high quality work from our staffmembers. As a result, we have many clients who send us testimonials toencourage our team and also recommend us to their family and friends. We do hope that we have been able to address all yourconcerns & grievances and to satisfy you. Thank you,[redacted]