Lester, Inc.

I appreciate the time that Prawin has spent helping me today. He has been helpful and VERY patient with me. He also helped me to understand the difference between hardware and software!

I love [redacted] and would recommend [redacted] to anyone who needs a computer tech. They are great.

Review: I called [redacted].com they stated that they could help me with [redacted] map on my [redacted] for corporation, INC my corporation name is [redacted] they said let use take over your computer so I did after they got control they said you got to pay $100.00 I stated why did you do that he didn't said anything then they put up a box and stated you exit outDesired Settlement: To contact me and you all about this and stop any contact with my [redacted] and my company [redacted] websites

Business

Response:

In response

to the complaint received from Mr. [redacted] via Revdex.com, we have checked our records and found that Mr. Mccune

had contacted [redacted] on October 21,

2015 for updating his company details on [redacted].com. After understanding

the requirement, the [redacted] Technician informed Mr. [redacted] about the different

subscription plan options provided by [redacted] for sign-up, so that he could go ahead

and complete the work as listed.

It seems

that Mr. [redacted] is under the impression that he had contacted [redacted] customer

support, but Mr. [redacted] contacted [redacted].com, an independent

provider of technical support services for several third party brands. Although

we provide support to issues concerning [redacted] and [redacted], we are not

associated them.

The initial

diagnosis to understand the problem and to confirm if it is fixable is free and

in order to fix any issue the customer would have to subscribe to an active

paid Annual Maintenance Plan or a Single Incident subscription with [redacted].

I was having issues with my computer and had purchased the [redacted] protection plan, but found out my computer would not accept it because of several issues After working with Vineet for a coupe hours he has it up and running like it should.
The only problem is they try to sell you plans after you tell them you cannot afford at this time, they just keep on pushing for you to update.

I am very happy now that my [redacted] has been reinstalled. I am looking for many years of safe and protected typing on my computer. Thank you very much for your service.

Review: Asked this co. (in india) with office in ct, to help with computer problems, They presented a long list of problems and asked if I would pay 120.00 to clean the computer and fix all the problems and update my windows application, etc. I said no that was too much and they said what would you be willing to pay - which I thught rather odd but I said if you can do all of this I would consider a lower payment. They then said how about 100.00 instead of 120.00 - I said if you guarantee that the computer will be fixed and everything updated and running correctly then I will consider it. They said guaranteed. I paid on mycredit card and they proceeded to try to fix all and then update. They did not SUCCED in fixing this computer and restoring it to health and they left a REMOTE CONTROL of theirs on this computer which I removed. Also tried to con me into paying anywhere from 170 to 300 to continue service with them I said NO. MY computer is still messed up and idid a scan and is now at risk and I have to do this again with a proper business. They are using [redacted] name on the internet to con people into their services.Desired Settlement: return a credit to me in check form of 100.00 I should charge for the next repair!

Business

Response:

Ms. [redacted] contacted us on October 10, 2013 stated that she purchased [redacted] Internet Security, but while downloading it she got an error stating “ download cannot continue” and she needed assistance to get that error fixed. GuruAid’s advisor immediately informing Ms. [redacted] that "We are GuruAid an independent pc support company”. Ms. [redacted] acknowledged it and only then with her consent and authorization did the GuruAid advisor take remote access of her computer with the intention to assist Ms. [redacted] The advisor then diagnosed the computer and after diagnosing found that [redacted] software was valid until October 10, 2014. GuruAid’s advisor informed Ms. [redacted] about the benefits and services of the Annual Maintenance Plan. However, Ms. [redacted] was interested in just a One Time Fix.

Review: 1. I searched Google for McAfee customer service. The top search result appeared to be McAfee customer service, (www.mcafee-customer-service.guruaid.com), and I believe it was their intention to mislead. As it turned out, the company ("Guruaid") has no business relationship with McAfee.2. They asked to remotely access my computer then told me that my computer had serious issues and it would crash tonight if they didn't do something and advised me to pay $170 for a one year service, which I did because they had created fear of an imminent disaster I could ill afford.3. They promised they would have my computer running "like brand new" in 30 minutes. Instead, they spent 4 hours doing unknown things in my computer, and when they were done, my computer was in worse shape.4. I then bought an anti-malware product for $40, which found hundreds of issues that Guruaid either failed to find (and should have, as they had promised) or that they caused themselves.5. Because they misled me, I now worry what else they may have done while accessing my computer, such as accessing identity-related information and passwords.I believe they are fraudulently and deliberately misleading consumers to think they are McAfee and that they did not deliver the service they promised, and I want this charge reversed.

Product_Or_Service: One year of computer service

Order_Number: XXXX-XXXXX

Account_Number: GAXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I desire a full refund of the $169.99 that I payed for a one-year service. The website promises a full refund in the case of the customer not being fully satisfied. When I called about a refund, they claimed to only be able to give me $70 refund because they installed McAfee for me, which they claim to be worth $100. It is something I could have done quickly and easily myself on the McAfee website, which was my original reason for calling.

Business

Response:

Business Response /* (1000, 5, 2013/06/17) */

May 19th 2013

Mr. [redacted], contacted us by computer after searching Google for McAfee. Mr. [redacted] mentioned that when he Googled McAfee he reached GuruAid. In Google you have to be specific on what you search, and also when you see our number in Google search, you will find GuruAid -Independent PC Support Company. GuruAid's advisor did inform Mr. [redacted] " We were GuruAid, an independent PC Support Company".

Mr. [redacted] had issues with his McAfee software, that he purchased last year and it was automatically renewed but he could not find the McAfee software on his computer and needed assistance. Our advisor took Mr. [redacted]'s computer on remote with his consent. Our advisor ran AVG PC Tune-Up to diagnose problems on the computer. (AVG is a major security software company, and PC-Tune-up is their software for some basic diagnostic and clean up of computers). AVG identified other issues on his computer. GuruAid advisor informed Mr. [redacted] about the benefits and features of our Annual Subscription and Mr. [redacted] agreed to sign up for a 1 year Annual Subscription. Mr. [redacted] was transferred to a Senior Technician for further assistance and a confirmation that the issues were resolved from Mr. [redacted] was taken on chat.

May, 30 2013

Mr. [redacted] contacted us again 11 days later on May 30th stating that he feels that his computer was running slow and he was receiving lots of Pop-ups on his computer while browsing the internet. Mr. [redacted] also informed us that he purchased " Spy Hunter" on his own and installed it on his system, which reflects errors on his system, this software was not recommended by our advisor. GuruAid's advisor informed Mr. [redacted] the Pop-ups are probably due to advertisements that pop in while browsing different websites. Our advisor explained to Mr. [redacted] that he could check on the issues by taking his computer on remote control to fix them. Mr. [redacted] refused and asked for a refund. The advisor told Mr. [redacted] that as we had resolved his earlier issue, which he confirmed on the chat on May 19th, that we would charge him $100.00 for Single Incident Plan and would issue a refund of $69.99. Mr. [redacted] then said he had not made up his mind about it yet and would call us. We respected his decision and waited for his response but Mr. [redacted] never called us back.

Mr. [redacted] was never misled, since the first time he contacted GuruAid, he was clearly informed that he was speaking to GuruAid a genuine PC tech Support Company who identifies customer's need and offer solutions with a motive of achieving customer satisfaction. GuruAid never indulges in any fraudulent activities. Mr. [redacted] does not have to worry about his data security, when he authorized our advisor to take his computer on remote, Mr. [redacted] was present while diagnosis and troubleshooting. Each and every troubleshooting activity that was performed on his computer was visible to Mr. [redacted] during the remote session and was the reason he gave the confirmation for the issue resolution on the 19th.

We received a Charge back for this customer on June 3, 2013. Since the customer did not wish to continue with our services, we respected his decision and accepted the Charge back for the full amount of $169.99.

Review: Guruaid told me that they could fix my laptop and should me all the stuff that was wrong with my laptop. I paid they the 169.00. he then transferred me to a Tec to fix the problems. they did nothing but take my money and claim the Tec got disconnected and to call them back. Called back no response.

Product_Or_Service: Computer repair service

Order_Number: XXXX-XXXXX

Account_Number: X-XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Refund

I am currently waiting for the charges to go thru .so that I could create a scam dispute with my bank.

Business

Response:

Business Response /* (1000, 5, 2013/04/10) */

Ms. [redacted] contacted us on 3/31/13 in regards to a logging in problem with Tumblr on her computer. Our rep assisted Ms. [redacted] and informed her of GuruAid's various subscriptions. At that time Ms. [redacted] signed up for the 1 year Annual Maintenance Plan. Ms. [redacted] was connected to a technician to work on her problem but the remote chat session got disconnected. Our technician tried calling Ms. [redacted] back to reconnect the session but only reached her voicemail. Over the next three days the technician tried but only succeeding in reaching her voicemail. Our Customer Service rep attempted to call but reached a recording saying the line had been disconnected. We are sorry that we were not able to reach Ms. [redacted], we could always be reached by our phone numbers on our website, We have processed Ms. [redacted] refund for $169.99 a confirmation email was sent on April 4, 2013.

very excellent service the technical. service [redacted] was very nice and gave me professional service tim D[redacted] 3/11/15

I have experienced a very positive and excellent service from [redacted]. They have assisted in clearing some very complex issues that we had with several [redacted] versions. Also, they have improved my computer performance whenever it was required. The personnel are very professional and remarkably patient in assessing my problems whenever they arose. Keep up the good work.

very helpful service although very time consuming today not your fault

Tech Zahir S[redacted] provided me with excellent service in cleaning up my computer.

Review: I paid for a year of Guru Aid service. I had some questions about my Outlook mail. I called upon Guru Aid several times. The first help took 8 hours! Each help thereafter took several hours to resolve what should have been simple if the tech was knowledgeable. Once, after several hours, it was resolved because I thought of the solution, and I'm NOT tech savvy! Each help was also time-consuming and cumbersome, because you cannot talk with your tech by phone. It's all instant messaging. I often had to repeat myself, it may have been a language barrier (Indian?). They also did not keep a record of what we did from one time to the next. Very unprofessional and extremely frustrating, in my opinion. I had to hire someone privately to fix my Outlook. I asked GA for a refund, but was told I am past the deadline for it. Guru Aid cost me money and many hours wasted. I hope this warns others.Desired Settlement: Refund of $170 I paid for one year, plus 10+ hours of my time wasted. How do you refund time? I charge $250 an hour in my practice. That would be fine.

Business

Response:

Ms. [redacted] first contacted us on May 9, 2013 stating that she was unable to access [redacted] on her computer. She also needed assistance with a clean-up and a tune-up on her computer. Ms. [redacted] signed up for a 1 year Annual Subscription.

I had a good experience with [redacted]. They were very helpful and spent a lot of time working on my computer to ensure that it was working at it's very best. I would definitely use them again if I have any issues in the future.

Review: I called [redacted] to cancel my subscription because I could no longer afford it. For some reason, I was transferred to Guruaid to complete the process. As I am not computer savvy, I thought Guruaid was affiliated with [redacted]. So, when they told me that they need to remotely controlled my computer, I agreed. I was then advised that they need to clean up my computer; otherwise, my computer was going to crash. While they were in the process of doing it, I was advised that it would cost me $100 to "clean up" my computer. I had no choice to agree to that as they were already in the process of doing it. Yesterday, I tried to print something from my computer and was getting an error message that my wireless printer is not installed. Then, I got a phone message from Guruaid saying that there was a problem with my wireless set up and asking me to call them back immediately. How did they know that I had printing problem? Did they install something? I had no problem printing at all until they worked on my computer. My daughter in law called and chatted with [redacted] and [redacted] confirmed that they had no affiliation with Guruaid. I feel that they took advantage of me since I am a senior citizen who is not computer savvy.Desired Settlement: 1. Refund of the supposed service that they provided2. Any charged that I would incur since I am having a in-person tech guy coming out to my house to fix the problem that they caused3. They need to STOP their practice of pretending to be affiliated with other companies

Business

Response:

[redacted] contacted GuruAid on 10/1/13 to check the expiration date on her [redacted] antivirus. [redacted] was immediately informed by our advisor that we are “GuruAid an Independent PC Support Company” prior to taking access of her computer.

The advisor found that charged for Auto Renewal for [redacted] and subscription was validated until 10/17/14.

She was assisted in getting a refund from McAfee.

[redacted] contacted us again by email on 10/14/13 asking for a refund and mentioning that her wireless printer was not working. We attempted to reach her by phone and left a voice message referring to her email about the wireless printer. That is how we knew about the wireless printer problem. GuruAid does not pretend to be affiliated with other companies, it is an independent technical support company and we support all software issues related to various leading anti-virus companies.

[redacted] states she “could no longer afford it”, we respect her decision and have issue a full refund and a confirmation email was sent.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

From: [redacted]

[mailto:[redacted]

Sent: Tuesday, October 22, 2013 1:12

AM

To:

Subject:

Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint

I read their

response and accept it,except for the statement that their representative did

not mis-represent their affiliation with [redacted] He most certainly lied to his

company.

Thank

you,

Sincerely,

Business

Response:

We listened to the recording again of [redacted]’s call and our advisor immediately answered “GuruAid etc” and his name. Our advisor patiently assisted [redacted], who as she stated is not computer savvy. When [redacted] starting getting upset about the automatic renewal by [redacted] our advisor spoke calmingly to her, telling her that “we were not [redacted] but GuruAid, etc.” and the he would help handle the [redacted] issues for her. He said “I can try to help you get a refund” then proceeded to assist her in getting a refund. Our advisor explained to [redacted] that [redacted] was offering her 50% off, $39.99 for protection on three computers if she continued to stay with them. But [redacted] chose the full refund because her daughter in law was installing another antivirus on her computer.

Review: I believe that I had contacted [redacted] for techinal assistance I was assisted by someone after an hour who advised me to use Guru Aid. I thought I was using a legitimate company shortly afterwards I did not feel good about the process. I contacted [redacted] who informed me that I was scammed. I looked into government websites that convince me that I have been scammed. I followed the government agency advise. I felt that I may receive identity theft so contacted my bank. I also took my computer to get checked they also informed me that I was scammed. My bank did inform me to contact the Guru Aid which I did they said they would refund my money.

Desired Settlement: DesiredSettlementID: Refund

I would like a refund but I also would like someone to look into this company for I believe they are a scam and thay others will not have to deal with the stress and wasted time as I have had.

Business

Response:

Business Response /* (1000, 5, 2013/08/27) */

Mr. [redacted] contacted us on July 22,2013 stating he was unable to locate his [redacted] antivirus on his computer. Our advisor informed Mr. [redacted] that "We are GuruAid an Independent PC support Company" as verified on the recording of the call, and with consent from Mr. [redacted] took his computer on remote. Our advisor ran AVG PC Tune Up, a diagnostic and clean up scan and was able to locate the details of Mr. [redacted] subscription to [redacted] that had been only valid for 60 days. Mr. [redacted] was informed about Microsoft Essential Antivirus software and that it was freely available on the Internet and did not need to be renewed each time. Mr. [redacted] liked the features and consented for it to be installed and to subscribe to a 1 year AMP. A follow up call that same day was made To Mr. [redacted] by GuruAid to check if there were any issues on his computer. Mr. [redacted] confirmed that everything was working fine and confirmed his issues were resolved.

Three weeks later on August 9, 2013, Mr. [redacted] contacted us demanding a refund stating we were a scam. Despite the fact that we assisted fixing his issue on July 22,2013 and he confirmed that the issue was fixed, we agreed to a refund. GuruAid offers a generous thirty day money back guarantee. We did not charge him for a One Time Fix and initiated a full refund on August 10, 2013. An email notifying Mr. [redacted] of the refund was sent and a follow up call was left on his voice mail with a detailed message.

Mr. [redacted]'s concern about identity theft is unfounded and untrue.

While in remote session he could view whatever activity our technician was performing, at any time he could close the session and disconnect. Prior to taking a computer on remote the advisor gives the necessary disclaimer to close all personal files and folders and only proceeds when authorized. For security all credit card information is by 256-bit encryption, credit card details are not visible.

Our company is not a scam as Mr. [redacted] erroneously suggests. It is a legitimate global Independent PC support Company with thousands of satisfied customers.

As Guruaid did nothing wrong and a refund was initiated before Mr. [redacted]'s complaint to Revdex.com, we feel this complaint should be removed.

Dealing with this company made me feel confident that they were looking after my best interests. They were accurate and polite in their dealings with me. The price they quoted me was a little high because of the exchange rate from Cdn to U.S. dollars but for a one year 24/7 /365 coverage it really wasn't that high. I would recommend them to anyone who is looking for immediate assistance. These are the things they did for me while I watched: We Removed temporary files,remove temp,%temp%,check the browse, run disk clean up utility, check msconfig,check unwanted software,check the [redacted],create the [redacted] account and helped me to make sure the money I spent on [redacted] was recognized and accepted and the account was activated properlyl

The service I received to fix the problem with my computer was fabulous. I would recommend [redacted] to anyone!

A quick review of my Tech Experience with ([redacted] This call was to update the Maintenance on my Computer. This agent was helpful, Professional and thorough. Very good job.

This person who help me, was very nice to talk with, and knows what she id doing.