Impex Support, LLC

Hi, We would first of all apologise for the experience that the customer hadThe only reason Impex called up and asked to upgrade the Antivirus was because new version of Antivirus was available with better featuresIt is very important to keep on upgrading the Antivirus as new virus definitions are updated every yearThe customer had signed in for a support service which was for Lifetime however the software has to be updatedImpex Technician noticed an Email which had Virus as an attachment during routine optimisation of the computer and then the customer was advised to upgrade the antivirusHowever after we received the Email from Revdex.com, we spoke with the Customer, refunded her money as was her wish and as a good will gesture we have told the customer that Impex is not cancelling your support contract, if you still face any problem with the computer you can call us and we will be more than happy to help Secondly we would like to clarify that the money which the customer paid did not come to Impex, it was for the new license purchased, However we have refunded the amount as the Customer was not happyWe would like to ask the Customer that were did she read that Impex scrambles computers and other devices if someone refuses to payIf this is written somewhere on the internet we would be taking strict actions against the Company because for us our Customers are the priority and we make sure that we go an extra mile to resolve all their concerns and queries and if someone has experienced it we would like to know the name of the sufferer as we would like to see the recording of the remote and will take strict action against the technicianAll the calls and remote recordings gets monitored, so we would request the customer to please provide us with the information Thank You

Initial Business Response / [redacted] (1000, 7, 2015/12/03) */ Mrs [redacted] called in Impex regarding her ComputerAfter a Microsoft Certified Technician looked into the machine , he found viruses , malwares and spywares in the computerThe Technician came to this conclusion after scanning the whole computer through diffrent softwaresThe same was informed to Mrs [redacted] The technician advised Mrs [redacted] of installing securities in the computer which she agreed to and thus security softwares were installed and a thorough optimisation of the Computer was doneMrs [redacted] was very happy with the service and whole experience and gave a very positive feedback as well via EmailHowever Mr [redacted] who was not even at the property when all this happened accused Impex of many chargesHe even disputed the money charged by ImpexAfter Impex who always does business on papers sent all the documents with Mrs [redacted] signature both Docu and Original to the Merchant, the bank cancelled the disputeHowever Mr [redacted] stated that her wife never signed the documentsEven after winning the case, Impex gave Mrs [redacted] a full refund , we did not even deduct the money for the softwares installed on the ComputerNow even after getting the refund Mr [redacted] came up with Hacking from china thingHe even stated to the bank that he called us for the refund and Impex refusedImpex asked the bank to get a copy of call record for Mr [redacted] In Impex if a customer is not happy we dont even think for a second before processing a refundI would request Mr [redacted] to check your statements to make sure you have the money backWe are a legitimate LLC and for us the satisfaction of the customers is the priority but insted of contacting IMPEX , Mr [redacted] choose to dispute the charge because he knew that Impex was not at fault

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 7, 2015/12/03) */
Mrs *** *** called in Impex regarding her ComputerAfter a Microsoft Certified Technician looked into the machine , he found viruses , malwares and spywares in the computerThe Technician came to this conclusion after scanning the
whole computer through diffrent softwaresThe same was informed to Mrs ***The technician advised Mrs*** of installing securities in the computer which she agreed to and thus security softwares were installed and a thorough optimisation of the Computer was doneMrs *** was very happy with the service and whole experience and gave a very positive feedback as well via EmailHowever Mr *** who was not even at the property when all this happened accused Impex of many chargesHe even disputed the money charged by ImpexAfter Impex who always does business on papers sent all the documents with Mrs *** signature both Docu and Original to the Merchant, the bank cancelled the disputeHowever Mr *** stated that her wife never signed the documentsEven after winning the case, Impex gave Mrs *** a full refund , we did not even deduct the money for the softwares installed on the ComputerNow even after getting the refund Mr *** came up with Hacking from china thingHe even stated to the bank that he called us for the refund and Impex refusedImpex asked the bank to get a copy of call record for Mr ***In Impex if a customer is not happy we dont even think for a second before processing a refundI would request Mr *** to check your statements to make sure you have the money backWe are a legitimate LLC and for us the satisfaction of the customers is the priority but insted of contacting IMPEX , Mr *** choose to dispute the charge because he knew that Impex was not at fault

Initial Business Response /* (1000, 5, 2015/07/23) */
Hi,
Thank You for giving us an opportunity to resolve the caseWe apologise if your Computer is not working the markHowever we provide the Customer with our Contract, Toll Free number and the customer should have called us
back if any problem arisesSecondly We would like to clarify that we without the consent of the customer we cannot ever connect to the Customer's ComputerThats absolutely impossibleThe Security Softwares which has been installed on the Computer would have been installed after thorough optimisationThe Customer is always told and advised about any softwares being installedWe never force any Customer for Security Softwares because the money dose not comes to usIt goes to the Software companyWe have a team of Certified Technicians who just advise the bestWe would like to request the Customer to give us a call and get her Computer Optimised, if it dose not works, we will give her a refund for our service, however the refund for the Security Softwares cannot be processed as the Software Licenses have been generated under the Customers Name by respective software company
The customer has made the payment in two instalments i.e $on May and $on June If she started facing the problem couple of days after the service, Why did she pay the second instalmentComputer is a machine at the end of the dayAnything can happen to itWe request the customer to have faith in the service and call us to get the Computer fixedThank You..!!
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't want a refundI just want to be left aloneI will probably have to take my computer to Best Buy to get it fixed since I have called this company and they tried but failed to fix my computerIt is still crashing and the Facebook videos are still blurry

Initial Business Response /* (1000, 7, 2015/12/03) */
Mrs [redacted] called in Impex regarding her Computer. After a Microsoft Certified Technician looked into the machine , he found viruses , malwares and spywares in the computer. The Technician came to this conclusion after scanning the whole...

computer through diffrent softwares. The same was informed to Mrs [redacted]. The technician advised Mrs. [redacted] of installing securities in the computer which she agreed to and thus security softwares were installed and a thorough optimisation of the Computer was done. Mrs [redacted] was very happy with the service and whole experience and gave a very positive feedback as well via Email. However Mr [redacted] who was not even at the property when all this happened accused Impex of many charges. He even disputed the money charged by Impex. After Impex who always does business on papers sent all the documents with Mrs [redacted] signature both Docu and Original to the Merchant, the bank cancelled the dispute. However Mr [redacted] stated that her wife never signed the documents. Even after winning the case, Impex gave Mrs [redacted] a full refund , we did not even deduct the money for the softwares installed on the Computer. Now even after getting the refund Mr [redacted] came up with Hacking from china thing. He even stated to the bank that he called us for the refund and Impex refused. Impex asked the bank to get a copy of call record for Mr [redacted]. In Impex if a customer is not happy we dont even think for a second before processing a refund. I would request Mr [redacted] to check your statements to make sure you have the money back. We are a legitimate LLC and for us the satisfaction of the customers is the priority but insted of contacting IMPEX , Mr [redacted] choose to dispute the charge because he knew that Impex was not at fault.

Mr. [redacted] has been a customer for some time with us. We did respond to the complaint earlier. He bought several software over a period of time.
The money he paid has gone to vendors like [redacted] , [redacted].He calls in frequently for support and its given...

to him. We called him several times to clarify.  He will not answer any of our calls.
Anyway, on March 1st, we did credit him all his money back to his credit card.
 
Hope this will clear up the matter.
 
Thank you
[redacted]

Hi,
 
We would first of all apologise for the experience that the customer had. The only reason Impex called up and asked to upgrade the Antivirus was because new version of Antivirus was available with better features. It is very important to keep on upgrading the Antivirus as new virus...

definitions are updated every year. The customer had signed in for a support service which was for Lifetime however the software has to be updated. Impex Technician noticed an Email which had Virus as an attachment during routine optimisation of the computer and then the customer was advised to upgrade the antivirus. However after we received the Email from Revdex.com, we spoke with the Customer, refunded her money as was her wish and as a good will gesture we have told the customer that Impex is not cancelling your support contract, if you still face any problem with the computer you can call us and we will be more than happy to help. 
Secondly we would like to clarify that the money which the customer paid did not come to Impex, it was for the new license purchased, However we have refunded the amount as the Customer was not happy. We would like to ask the Customer that were did she read that Impex scrambles computers and other devices if someone refuses to pay. If this is written somewhere on the internet we would be taking strict actions against the Company because for us our Customers are the priority and we make sure that we go an extra mile to resolve all their concerns and queries and if someone has experienced it we would like to know the name of the sufferer as we would like to see the recording of the remote and will take strict action against the technician. All the calls and remote recordings gets monitored, so we would request the customer to please provide us with the information.
 
Thank You

Initial Business Response /* (1000, 5, 2015/07/23) */
Hi,
Thank You for giving us an opportunity to resolve the case. We apologise if your Computer is not working up-to the mark. However we provide the Customer with our Contract, Toll Free number and the customer should have called us back if...

any problem arises. Secondly We would like to clarify that we without the consent of the customer we cannot ever connect to the Customer's Computer. Thats absolutely impossible. The Security Softwares which has been installed on the Computer would have been installed after thorough optimisation. The Customer is always told and advised about any softwares being installed. We never force any Customer for Security Softwares because the money dose not comes to us. It goes to the Software company. We have a team of Certified Technicians who just advise the best. We would like to request the Customer to give us a call and get her Computer Optimised, if it dose not works, we will give her a refund for our service, however the refund for the Security Softwares cannot be processed as the Software Licenses have been generated under the Customers Name by respective software company.
The customer has made the payment in two instalments i.e $203.61 on May 26 and $160 on June 22. If she started facing the problem couple of days after the service, Why did she pay the second instalment. Computer is a machine at the end of the day. Anything can happen to it. We request the customer to have faith in the service and call us to get the Computer fixed. Thank You..!!
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't want a refund. I just want to be left alone. I will probably have to take my computer to Best Buy to get it fixed since I have called this company and they tried but failed to fix my computer. It is still crashing and the Facebook videos are still blurry.