Lester, Inc.

Review: purchased maintence pkg for $299 us dollars have contacted business 3 times to resolve same issue each time on phone over 4 hours problem still no resolved today I purchased [redacted] software informed by business as this was needed to repair problem still not resolved at acost of $125.00 and now I was informed I still have the same problem and now need to intall windows drivers have no internet conection so am unable to download I dont think they know what they are talking about and just keep trying to resolve my issue but do not know what it isDesired Settlement: full refiund as pc problem not fixed and know unable to use computer at all now will have to purchase new pc or pay someone else to repair

Business

Response:

On April 29,

2015, Mr. [redacted] contacted GuruAid to fix an issue concerning [redacted] antivirus software installation on his computer and tablet phone. As confirmed

by Mr. [redacted] the issue was fixed to his satisfaction and the case was closed

after his consent. After being informed about the benefits of GuruAid’s Annual

Maintenance Plan, Mr. [redacted] subscribed for the 2 year Annual Maintenance

Plan and paid $299.99. Under this subscription Mr. [redacted] is entitled to

unlimited support for any software related issues that might occur on his

computer, while the subscription is active.

On May 30, 2015,

Mr. [redacted] contacted us to do a routine maintenance and also to fix the

printer issue of his computer. The

routine maintenance was done however due to operating system issues, the

printer problem was not fixed within the set time and the remote connection

between the technician and Mr. [redacted] computer was lost during the

troubleshooting steps. A callback was

done to reconnect however Mr. [redacted] was not reachable and a voicemail was

left asking him to contact GuruAid to fix the pending issue. Multiple attempts

were made to reach Mr. [redacted] to fix the pending issue and finally on June 3,

2015 we were able to speak with someone who asked us to callback on June 7, 2015

to speak with Mr. [redacted]. A call was made to Mr. [redacted] on June 7th

but we were only able to reach his voicemail.

Mr. [redacted]

contacted GuruAid on June 12, 2015 to fix the printer issue however due to

operating system issue; the technician escalated the issue to a senior

technician (level 2) for a final resolution to fix the issue. A callback was

scheduled for next day. A follow-up

call was made on the said date and unfortunately Mr. [redacted] was not

reachable.

Mr. [redacted] contacted GuruAid on June 14, 2015

and after speaking with the senior technician, re-installation of the operating

system was suggested. To do the

reinstallation the operating system disc was required which was not available

with Mr. [redacted] and he was going to arrange to get the disc.

Multiple

unsuccessful attempts were made to reach Mr. [redacted], and Mr. [redacted]

contacted us on June 26, 2015 to fix the printer issue. As the issue required

intervention of senior technicians who were not available at that time, a

callback was scheduled on the same day with the permission of Mr. [redacted].

Later when we reached Mr. [redacted] he wanted to reschedule the call to July 3,

2015.

As scheduled,

a call was made to Mr. [redacted] on July 3, 2015 and the re-installation of the

operating system was initiated. During the course of the installation the call

got disconnected. All further callbacks made to Mr. [redacted] were unsuccessful

and later we received a complaint from Mr. [redacted] via Revdex.com expressing his

displeasure about the service of GuruAid.

We understand

that it took more than the expected time to fix the issue (which was

unsuccessful) however it was mainly to avoid the re-installation of the

operating system (the final solution to fix the problem) which results in

removing of all the software installed on the computer and might also result in

loss of data that are saved on the computer.

GuruAid

endeavors to provide the highest level of service and like most companies, we

are not perfect, but we do strive for perfection every day. Our primary goal is

to always respond with the best service available. Until you are totally

satisfied, we will not rest. We would like

to apologize for any inconvenience caused to Mr. [redacted]

In accordance

with GuruAid’s Satisfaction Guaranteed Motto and as an exception to the 30 day

money back policy we have issued a full refund of $299.99 on July 15, 2015 and

a confirmation email has been sent to [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: This company scammed my elderly father into spending $399.00 for computer services then tried to get him to purchase another $149 in products he already owned. They claimed to be certified by [redacted] which they are not. They have a money back guarantee if within 30 days. One of their representatives installed a program on my fathers computer and said someone was hacking into it and he needed to spend $149 so they could fix it. I drove to my fathers house and tried to speak to them and they would not talk to me when I asked for a case number they hung up. I told the person on the phone I can unplug the internet cable to stop the attack which I did. I had to reformat his hard drive and reinstall his operating system to get his computer to work properly again.He purchased on 11-29-13 I called them and emailed them to cancel and issues a full refund on 12-09-13. Well within their grace periodI called back on 12-10-13 and they said they were charging him $129 dollars. They will not be collecting any money from this false misleading transaction. The credit card company has been notified as well.Desired Settlement: Full refund of $399.99

Business

Response:

Review: In January 2014 I was having a problem with my computer. I called this Guruaid tech support company and was told they are affiliated with [redacted]. Now I find out they are not and have never been affiliated with [redacted]. I paid $169.99 for a years service for my computer yet when I call them or leave a message for them to return my call I never hear from them. Today I decided to call and go as a new customer. They answered my call right away. I had just called [redacted] and had my computer checked. It seems this Guruaid has stopped a lot of system things in the computer and caused me all kinds of problems with the computer. All this time I thought it was my internet service. If I cannot get the service when I call as a customer then I do not need them. I have also since seen and read many complaints about this company. This is very scarey that I am letting people have access to my computer and information that is not reputable. Again will not answer the calls or return calls as an existing customer.Desired Settlement: Refund of my $169.99 for services NOT given. Used them one time on 1/5/2014.

Business

Response:

According to our recordings Ms. [redacted] contacted us on January 5, 2014 about a virus issue and also needed assistance with clean-up and tune-up on her computer. GuruAid’s advisor informed Ms. [redacted] that "We are GuruAid an Independent PC Support Company” prior to taking Ms. [redacted]'s computer on remote. Ms. [redacted] acknowledged it and our advisor took remote access of her computer. GuruAid’s advisor then diagnosed the computer’s issues and educated Ms. [redacted] about the benefits of our Annual Subscription. Ms. [redacted] was interested in the subscription and paid $169.99 for a 1 year Annual Maintenance Plan. Ms. [redacted]'s issue was resolved and Ms. [redacted] confirmed it.

Ms. [redacted] contacted us a second time on April 18th about a Hotmail issue as she was unable to access her email. GuruAid advisor was assisting her, wherein during the course of conversation Ms. [redacted] inquired if we are associated with [redacted]. GuruAid’s advisor genuinely branded the company stating that “We are GuruAid an Independent PC Support Company”. After listening to this, Ms. [redacted] thought she was mislead and hung-up the call.

Since then multiple follow-up calls were made to Ms. [redacted] between the 18th and 27th of April. We attempted to communicate with Ms. [redacted], but Ms. [redacted] was unreachable and voice messages were left.

Ms. [redacted] has mentioned that she desires to have a full refund of $169.99 and does not wish to continue her subscription. We accepted Ms. [redacted]'s request because we believe in customer satisfaction, and a full refund has been processed on April 28, 2014.

I think the company is well worth what I paid, the tech's are really good at trying to sell more product and very polite when turned down

EAGESH Do to his efforts, he was able to take care of my computer problems and restore lost data. I highly recommend doing business with him. It was a pleasure.
Thank you, Michael

I had a great experience today with my service tech. He did everything I asked and my computer is running great!

EAGESH, I thank you for saving me time and not to mention the money that it would have cost to take my computer to someone who probably would have not done the necessary maintenance that my computer clearly needed. The time spent on fixing my computer was much faster than I initially thought. The support was amazing. I would and will recommend [redacted] to all my friends/family.

The service was fast and excellent. All problems were fixed and the tec people were polite and had good knowledge about the computer system.
Jean W[redacted]

Review: Telemarketing RoBo Calls to DNC Registered Landline do not disclose who they are calling for etc

Repetitive Telemarketing RoBo Calls to DNC Registered Landlines plus they do not disclose who they are calling for.Desired Settlement: $1,000 or fine as specified by law for calling DNC registered number.

Business

Response:

Business Response /* (1000, 5, 2013/06/12) */

We are sorry for any inconvenience Mr. [redacted] experienced. We were calling to renew Mr. [redacted]'s subscription to a free trade publication that pertains to the Insurance Industry..

Since this was a Business-to-Business call and an Established Business Relationship exists, this call was exempt from the Federal DNC regulations. Lester, Inc. does not make robocalls, a computerized autodialed call to deliver a pre-recorded message. We have placed Mr. [redacted]'s phone number on our Internal Do Not Call List; we will not call him again.

Review: Company "Guruaid.com" claims to be a third-party customer service for Norton, but only provides tech support in an attempt to, "upsell" services.

I recently notice an unauthorized charge on my bank statement from Norton, the anti-virus software company in the amount of $79.99 to renew my yearly subscription to Norton. I canceled this service and said that I would not like to purchase the product again over a month ago, which is documented in an email. My issue is not with Norton, who has issued me a refund for the mixup, but with a website called "GuruAid.com" one of the links I found when entering a search into google, "Norton Customer Service Phone Number. " The page I was directed to is this link: [redacted]

On the page in bold text it clearly says that GuruAid is "Customer Service for Norton" This, however is untrue. They do not provide customer service at all. Only tech support, which they use to up-sell their services. When you actually get down to a legitimate Customer Service issue (ie: Billing issues, complaints, sales ect...) They then Transfer you to the ACTUAL Norton customer service hotline, which is X-XXX-XXX-XXXX which was only given to me after I threatened to file a complaint with the Revdex.com for false advertising. My point is that they are targeting "Computer Illiterate" persons by luring them in with false advertising, only to then instruct you to agree to some connection procedure, where they are then given access to your computer remotely to "diagnose" your computer's issues. I didn't want my computer's issues to be diagnosed I told the man several times. I was simply calling to get a refund for an unauthorized charge. After poking around in my computer for several minutes, the gentleman told me that he had good news. He could completely fix all my computer problems for a certain amount of money (I forget the amount) I told him that I just wanted my refund and if he was unable to help me, then I would be filing a complaint. He then told me that the reason he would not issue my refund was because I was going to file a complaint and hung up on me. I call back and spoke with "Sabish Nial" (I'm sure I'm misspelling that) and he assured me that his supervisor would deal with the unruly employee and then gave me Norton's direct number for me to get my refund. This is clearly false-advertising and these people are taking advantage of the "computer illiterate' by convincing them to pay for tech support of some kind because their personal information is in danger if they do not/Desired Settlement: My goal is to bring awareness to these shady business practices. I could see how certain people, (like senior citizens)could be taken advantage of in this way. If there is ever a mass lawsuit of some kind, I would like to be contacted to participate. If not, I would just like the BB to look into this and let me know if anything was done about it. That is all. Thank you.

Business

Response:

Business Response /* (1000, 8, 2013/07/01) */

We reponded to this originally on 6/27/13. We don't know why it didn't appear here.

Mr. [redacted] contacted us through a Google search of "Norton Customer Service number". When you search in Google, you will be directed to many companies that support Norton antivirus software, not just GuruAid. In any search, it's important to read the link under the heading that Google provides. The link clearly states the name of the company you will be connected to, as it does for GuruAid.com. GuruAid is a support company with a staff in excess of 1,200 assisting our subscriber base with their Tech related issues.

On our website it clearly states: "GuruAid is an independent provider of technical support services for several third party brands. If your Norton�® product is under warranty, the repair service maybe available free at us.norton.com.... GuruAid understands the importance of computer performance & provides Norton customer service to keep your PC healthy and virus free. We can assist you to set-up & install Norton Antivirus, troubleshoot & configure your security settings to protect your PC from malicious threats. We can also help you to protect your computer by performing an online scan and remove all kinds of viruses and other malicious programs present."

Mr. [redacted] called us about a fee from Norton that he did not authorize. He needed assistance with getting a refund. At the same time Mr. [redacted] also informed the GuruAid advisor that he had issues with his printer and Mozilla Firefox browser. His computer was infected because his Norton Antivirus was not active for the past three months.

After our advisor informed Mr. [redacted] that "We are GuruAid an independent PC support company", he took Mr. [redacted]'s computer on remote with Mr. [redacted]' consent, to assist him with his secondary issues (Printer and Mozilla Firefox browser). After the diagnosis our advisor informed Mr. [redacted] about the benefits and features of our Annual Subscription, wherein Mr. [redacted] said that his only concern was to get a refund from Norton or else he would file a complaint. Our advisor did not handle the call well and Mr. [redacted] disconnected the call. Mr. [redacted] called back and was assisted by a different advisor who provided him with Norton's phone number. Appropriate retraining and feedback was given to the original advisor on how to better handle different situations.

Review: tried to look at personal info and personal files while under remote control. tried to download and run programs claiming he was trying to show me something wrong on my computer. also, when asking questions related directly and only to [redacted] programs - he tried to sell me a completely free 3rd party software for $100.00!!!! why would a [redacted] employee try to sell me a 3rd party competitors product that I can download for free???? I needed help with my [redacted] software. not a virus downloading hacker!!!Desired Settlement: n/a

Business

Response:

We would like to respond to [redacted]. But there is no place to be able to do it.

According to our recordings: [redacted] contacted us on July 2, 2014 stating she has an issue with [redacted] Word. She had purchased a new computer but she still was receiving the error message “it’s a trial product and has expired” and she needed our assistance. Our advisor informed [redacted] that "We are [redacted] an Independent PC Support Company” prior to taking her computer on remote access. [redacted] gave her consent and authorized our advisor to take remote access of her computer. He diagnosed her computer and explained that the error message that she was receiving was due to the fact that [redacted] on her system was a trial package. [redacted] needed to activate it then she would have to purchase it. [redacted] stated she did not want to pay any more for the product. [redacted] advisor informed her about a Product called “[redacted]” which provides friendly Word processing, Spreadsheets, and [redacted] Presentation Software and it is free.

[redacted], please be assured about your data security, as we only use remote software for accessing a customer’s computers. This software is from a legitimate source and digitally signed. All diagnosis and troubleshooting is done right in front of the customer. [redacted] advisor did not download or run any program that could impact [redacted]’s PC. Our Advisor checked the “junk/temp files” and “the Clear history log” options under Internet explorer settings only with the intention to optimize the PC’s performance by deleting unwanted junk/temp files off of her computer.

The price of $100.00 the advisor quoted was not for a product but for the services that [redacted] offers in the form of assistance like System Optimization, Scanning and Installation of the software. However, [redacted] was not interested and hung-up from the call.

o complaints

very excellent service

I have been so pleased with the service and the cost that we added a second laptop and will add any future units. It requires a little time but it's 1000 time better and much more economical than taking unit to repair every couple of weeks. Also, the tecnicians here would't suggest companies to remove malware for free. Thanks, Michael&Alice D.

I think this company is truly helpful. They handled the issues at hand in a timely fashion and conducted themselves in a professional manner. I am extremely satisfied and honestly impressed with the quality of service I received. I also like that the representatives and technicians who worked with me tried to show me what to do and speak to me guiding me through it. I have had very different experiences prior to this regarding computer issues! This company is awesome!

guruaid has been my pc problem solver, they have always fixed what ever problem i've had.

I had a very hard problem, it took several hours but they did not give up.
I now have a computer and printer that talks to each other. Thanks so much for sticking with it until the problem was solved.

my problem fixed! I'm very happy

I think [redacted] is the best on phone service for computer--they do a great job.

Service is marvellous. Worth every penny, every care is taken to make the customer satisfied and happy