Lester, Inc.

On
August 9, 2014, [redacted] contacted us concerning an anti-virus installation issue on her computer. In
her complaint to Revdex.com, [redacted] states
that she was looking for assistance with anti-virus issue from [redacted] Support
and reached [redacted] instead. [redacted] is an independent...

provider of technical support services for
several third party brands.
Our website www.[redacted].com makes it very clear that we are not affiliated with
any computer or software product company. Our advertising on the web
clearly states that the service is from [redacted] chose/clicked on the results in the search
engine which had a reference to our organization and therefore reached [redacted].
The
initial issue that [redacted] faced was in regards to expired anti-virus
software on her computer.  [redacted]’s
advisor suggested using [redacted] anti-virus program which is a built in
application of [redacted] operating system. [redacted] was informed about the
benefits and advantages of our Annual Maintenance Plans. [redacted] chose the
1 Year Annual Maintenance Plan, which entitled her to unlimited support for any
software related issue that might occur on her computer during the subscription
period. A receipt was sent to [redacted]’s email
address and a copy was saved on the desktop of her computer.
On
August 28, 2014 [redacted] contacted us for a new issue; she was not able to
login into her computer. [redacted] was receiving an error with a “blue
screen “whenever she started her computer. This issue was not related with the
initial issue (antivirus software installation) for which [redacted] had
contacted [redacted]. “Blue screen” error mainly happens due to hardware or
operating system failure.  A call-back
was scheduled with a Level 2 Technician and a follow-up call was made however
the call was not made at the time it was promised to [redacted]. We apologize
for the delay which was due to high call volume. Multiple attempts to contact
[redacted] were made from September 2nd, to September 9th but we
were only able to reach her voice mail.
We
would like to sincerely apologize for the inconvenience caused and in compliance with [redacted]’s policy
we have canceled the 1 Year Annual Maintenance Plan and a full refund of
$179.99 has been issued on September 9, 2014. A confirmation email has been
sent to [redacted] email address.  [redacted] should check
her latest bank statement to confirm the refund issued.

Ms.
[redacted] contacted [redacted] on April 23, 2015 for issues with the installation of
[redacted] Ms. [redacted] issue was fixed to her
satisfaction. That day Ms. [redacted] subscribed to the 1 Year Annual Maintenance
Plan and paid $179.99. On May, 21, 2015, Ms. [redacted] called...

[redacted] and
expressed her displeasure regarding the service she received from [redacted]; she
expressed concerns that we were not associated with [redacted].  Our Advisor tried to resolve any confusion or
miscommunication she might have had at the time of sign-up, however, Ms. [redacted]
asked to speak with a [redacted] Supervisor to clarify her concerns.  Before transferring Ms. [redacted] to a
Supervisor, our Advisor tried to help in resolving her issue.  Ms. [redacted] might have felt that she was denied
her request to speak with a Supervisor and informed our Advisor that she would
call us back at a later time. Our Advisor raised a complaint inquiry which was
assigned to a Senior Supervisor for follow-up, but in the meantime we received
the complaint from Revdex.com.  We would like to
sincerely apologize for any inconvenience caused to Ms. [redacted].
A
call back was made on May 23, 2015 to Ms. [redacted] by a Senior [redacted]
Supervisor.  After speaking to the
Supervisor, Ms. [redacted] was satisfied with the response and chose to close the
complaint that we had raised and agreed to stay with [redacted] for the remaining
term of the subscription.
[redacted]
endeavors to provide the highest level of service, and we appreciate that Ms.
[redacted] gave us a second opportunity to serve her.
[redacted] is an independent provider of technical support services for
several third party brands. It is a division of a 34-year old U.S. company
(Lester Inc, [redacted]/) based in [redacted]. Our website www.[redacted].com makes it very
clear that we are not affiliated with any computer or software product company.
Our
advertising on the web clearly states that the service is from [redacted].

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]

"We could not find any account details for the customer "[redacted]". There was only one inbound contact made from the number "###-###-####" on 10th Sept'14 and it was a 7 second call, wherein the female caller said" I am sorry I reached the wrong department"  and hung-up the call."

Revdex.com:
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,
[redacted]
 
 
However, I never receive an email from this company.    All I know they promised service which they did not honor.   Thank you for your help.   All I wanted was my money back.

Mr. [redacted] states in his complaint that he contacted [redacted] in October 2013 pertaining to a problem he was facing with the
performance (slow) of his computer. Per our records, Mr. [redacted] contacted us
regarding an issue with [redacted] software which was giving him...

an
error message of “computer at risk” and needed assistance for that issue along
with improving the performance of his computer, which was suggested by [redacted]’s
advisor.  Our advisor took remote access of his
computer and diagnosed the issue and educated Mr. [redacted] about the benefits of [redacted]’s Annual Subscription Plans.  Mr. [redacted] chose to pay $399.99 for a 3 years Annual Maintenance Plan.  Mr. [redacted] confirmed his issues were fixed by
our Technician.
Mr. [redacted] again contacted [redacted] on January 30, 2014 regarding his computer freezing up.
He also complained that videos on [redacted] were responding slowly as was his
computer.
 After performing trouble shooting and speed
tests to try to improve the computer’s performance, [redacted] technician advised
Mr. [redacted] that he should contact his Internet service provider.  The problem was with the Internet provider’s
connection speed. Mr. [redacted] understood and agreed to contact them. Since then Mr. [redacted] has contacted [redacted] for other multiple issues and all issues were
addressed and resolved in a timely manner.
Mr. [redacted] had
contacted [redacted] on November 24, 2014 stating that he wouldn’t be using his
computer anymore and accordingly wanted to cancel his subscription. [redacted] advisor informed Mr. [redacted] that he can transfer the subscription to any other computer;
however, Mr. [redacted] wanted to cancel the unused part of his subscription.  Mr. [redacted]’s subscription was active for more
than 12 month without any dissatisfaction expressed, our advisor informed Mr. [redacted] that a refund cannot be issued at this time in accordance with [redacted]’s
Terms and Condition which was accepted by Mr. [redacted] as the time of sing-up.  [redacted].

[redacted] has a 30 days money back Guarantee Policy. If any customer is not happy with the service they can get a full refund within 30 days of initial registration. The same is specified on our website http://www.[redacted].com/ and also in the terms and condition available...

atwww.[redacted].com/terms.pdf.
 In this case as the subscription was active for 1 year without any complaint or displeasure expressed by [redacted], it was informed to [redacted]’s Husband when he had called on 16th October 2014 to cancel the subscription, that we cannot cancel the policy at this time.
 [redacted]’s husband contacted later on the same day and a [redacted] supervisor spoke with him and was informed about the 30 days Refund Policy.
As an exception in this case, we are issuing a refund of $220 via check to [redacted]. We have retained $179.99 for the subscription fee for 1year Annual Maintenance Plan [redacted] had from October 13, 2013 to October 13, 2014.  [redacted] was informed of this on a call made to her on  October 22, 2014.

We have investigated
the Revdex.com complaint from Ms. [redacted] and below are our findings:
Ms. [redacted] contacted GuruAid on July 15, 2014 for an issue
concerning [redacted] antivirus software installed on her computer. Ms. [redacted]
chose to subscribe to the 3 Year Annual Maintenance Plan and paid...

$399.99.
Later on July 16, 2014 Ms. [redacted] added one more computer to the existing
subscription and paid $100.
On July 30, 2014, Ms. [redacted] again contacted GuruAid
regarding inaccessible internet on her computer. The GuruAid technician
diagnosed the issue and informed Ms. [redacted] to contact her ISP to resolve the
issue.  Ms. [redacted] used a local
technician to fix the issue and later contacted GuruAid to cancel the
subscription and she requested a full refund for the amount paid.  Accordingly August 4, 2014 a full refund for
$499.99 was issued and the subscription was cancelled.
The last contact made by GuruAid to Ms. [redacted] was on
August 5, 2014 to inform her refund that was issued.
There was no contact made by GuruAid to Ms. [redacted] after
the cancellation of the subscription, and we would like to inform Ms. [redacted]
that GuruAid does not make any outbound calls to advertise or promote their
service. Outbound calls are only made for subscription expiration reminders or
if any request is made by our existing customers to resolve any computer
related issue.
It seems that the calls made to Ms. [redacted] may have been
made by scammers using the name of GuruAid to gain trust. We request Ms.
[redacted] to ignore such calls and if possible, she can share the details (phone
number, website address) of the person who are calling her to promote their
product using GuruAid’s name.
Refer to these websites for more information regarding
Technical support related scams:
[redacted]
[redacted]

Revdex.com:
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,
[redacted]

In reference to the complaint made
by Mr. [redacted] to Revdex.com we have checked our recordings and found that Mr. [redacted] contacted
[redacted] on March 2, 2015. He was facing issues with his Google Chrome browser
(crashing) and wanted to synch the browser with all other devices along with
the installation...

of the browser on his other computer.
 
As a standard procedure, [redacted]’s Technician
remotely accessed Mr. [redacted] computer to check why he was facing the issues
on his computer and also checked for other issues on his computer. Our Technician
informed Mr. [redacted] about unwanted adware, add-ons, plug-ins & extensions on
his Google Chrome browser. Our Technician also educated Mr. [redacted] about 2
anti-virus softwares and unwanted applications installed on the computer which were
hampering its performance.
 
Mr. [redacted] opted to subscribe to
the two year subscription for both his computers.  While fixing the issues on Mr. [redacted] computer the call was disconnected and the Technician called back to Mr. [redacted] but was only able to reach his voicemail.
 
That same day Mr. [redacted] called [redacted]
and informed us he had resolved the issue himself and expressed his displeasure
with the amount of time taken and wanted to cancel his subscription with
[redacted]. As a standard procedure, our Technician transferred the call to the
billing department to start a refund request, however, before the call could be
transferred the call was disconnected and the follow-up call made by our Technician
went into Mr. [redacted] voicemail. A follow-up call was made on the next day
March 3, 2015 and our advisor informed Mr. [redacted] that a refund request was
raised and he would receive a call from the billing department within 24 to 48
hours.
 
One the next day March 4, 2015 Mr.
[redacted] contacted [redacted] via chat support and expressed his displeasure about
the service. The [redacted] Chat advisor assigned a Technician to fix the issue
that was pending who remotely accessed Mr. [redacted] computer. As a final step
before the troubleshooting process is completed, the Technician restarted the
computer and upon restart the remote session was disconnected. A follow-up call
was made to Mr. [redacted] to confirm if the issue were resolved to his
satisfaction; however Mr. [redacted] informed the [redacted] Advisor that the issue
was not fixed and wanted a call-back the next day.
 
On Marc h 5, 2015 Mr. [redacted] contacted [redacted] and informed our advisor that he is unable to login into his
computer as the mouse and keyboard is not working. A senior Technician was
assigned to fix the issue and before the troubleshooting process could be
completed the call got disconnected. A follow-up call was made by the
technician but was only able to reach his voicemail. A call-back was scheduled
by the technician for the next day. On March 6th a [redacted] Technician
contacted Mr. [redacted] to complete the pending work, Mr. [redacted] refused to fix
the issue saying he had already requested for a refund.  Mr. [redacted] was told that the billing
department would contact him regarding the refund request.
 
Call-backs was made by the billing
department to Mr. [redacted] between March 7th and the 12th of March; however,
they were only able to reach his voicemail.
 
In compliance with [redacted]’s policy
we have issued a full refund for $499.99 on 12th March12, 2015 and a
confirmation email has been sent to the email address [redacted] We request Mr. [redacted] to check his Bank statement to confirm the
refund. Although we have cancelled his subscription as a gesture of goodwill we
can fix any one pending issue that Mr. [redacted] is facing on his computer for
free.

Revdex.com:
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,
[redacted]

On November
28, 2014, Mrs. [redacted] contacted [redacted] to restore a password for a [redacted] account. [redacted]’s advisor took the remote access of her computer and fixed the
issue. Mrs. [redacted]’s password issue for  the [redacted] account was resolved that day by our
advisor....

 While working on the primary
issue, our advisor noticed that the virus protection was turned off. He asked
Mrs. [redacted] if she want him to check the computer and with Mrs. [redacted]’s approval
he diagnosed the computer and found that Mrs. [redacted]’s computer had two anti-virus
software’s installed at the same time, but her computer had traces of virus
infection. [redacted] advisor offered assistance for other issues and informed her
about the benefits of [redacted]’s Annual Subscription Plan. However, Mrs. [redacted] agreed to pay $100 as a Single Incident Plan to service the computer.
The remote
session was transferred by the [redacted] advisor to a [redacted] Technician who
started assisting Mrs. [redacted] via live chat and due to technical issues the
remote session was disconnected. A call back was made however even that was
disconnected and thereafter Mrs. [redacted] was not reachable at the phone number
provided by her.
Mrs. [redacted] had security concerns when the [redacted] Technician asked for the administrator account
details of the computer. We would like to clarify here that Mrs. [redacted] was
logged in as a guest user and to uninstall any software which was installed by
the administrator user of the computer, the access to the administrator account
was required. The callbacks to Mrs. [redacted] were made only to fix the pending issue
for which she had paid $100, however all the attempts made by the [redacted] technician went into voicemail or there was no response from Mrs. [redacted].
Mrs. [redacted] chose to contact Revdex.com to voice her dissatisfaction instead of contacting [redacted] and getting her concerns clarified. In accordance to the terms and condition of [redacted] and the promise of satisfaction guarantee, we have issued a full refund
for $100 on December 10, 2014. A confirmation email has been sent to the
contact email address provided by Mrs. [redacted]. We request her to check the
latest Bank statement to confirm the refund.
 [redacted] is an independent
provider of technical support services for several third party brands. Headquartered in [redacted],
Connecticut, [redacted] is a division of Lester Inc, incorporated in 1981 in the
U.S. [redacted]
Our website [redacted] makes it very clear that
we are not affiliated with any computer or software product company. Our advertising on the web clearly states
that the service is from [redacted]. Mrs. [redacted] chose/clicked on the result which had a reference
to our organization and therefore reached [redacted].
Mrs. [redacted] can also visit our [redacted] and [redacted] page to check the comments left by
satisfied customers of [redacted]

We are sorry for any
inconvenience Ms. [redacted] experienced. We did not “robo call” Ms. [redacted], according
to the definition of a “robo call” by the [redacted], nor have we given assurance to
the Revdex.com that we were switching to mail. 
A live operator attempted
to reach Ms....

[redacted], a previous donor or alumni, on behalf of a non-profit
educational institution.  Ms. [redacted] provided her telephone number to the non-profit educational institution as the
primary number to reach her.  Calling on
behalf of a non-profit does not violate the Do Not Call Law.  We have placed Ms. [redacted] phone number on
our Internal Do Not Call List; we will not call her again.

[redacted] contacted us on July 23, 2014 stating that she needed
assistance and informed [redacted] advisor that she had issues with her [redacted]
scanner.  She had dialed [redacted] Tech
Support number but reached a different company, it was not [redacted]. That
technician, whom she first spoke...

with, was not from [redacted]. He took remote
access of her computer and checked her scanner; he checked other software on
her pc and pressured her for a sale stating that she had “7529 problems” in her
computer.   [redacted] was concerned because
her computer started since then her computer did not functioning properly after
the technician took remote access of it. 
Prior to that [redacted] states it was in good condition. [redacted]
is mistaken in her claim that the technician was from [redacted].
 Per our recordings of all contact history,
there was no contact made by [redacted] to [redacted] to fix any issue before
this one call to us in the evening. Our [redacted] advisor probed for more
information about the technician [redacted] had spoken with however she did
not any information but claimed it was [redacted].                    
In order to check what really happened with [redacted]’s computer,
our advisor took remote access of the computer. As [redacted] wanted to fix the
issues, our advisor informed her that in order to fix the issue she would have
to sign-up for the [redacted] Annual Maintenance Plan or could sign up for the
Single Incident Plan, to which [redacted] declined and wanted to fix the issue
for free claiming that it was [redacted] who had created the issues and want it to
rectified without any charge.
[redacted] declined to pay for the subscription; there is no record of a charge of $100.00
made to [redacted].  Our advisor advised [redacted] to take the computer to a local technician. [redacted] agreed and
hung-up from the call after which there was no contact made.

To begin
with we would like to apologize for any inconvenience caused to [redacted] and
upon the receipt of this complaint via Revdex.com; we have done our investigation
and
below are our findings and response
[redacted]
had contacted [redacted] on March 18, to cancel his Year Annual Maintenance
Plan which was subscribed on March 30,
and is valid till March,
Initially [redacted]'s Son contacted [redacted] via phone to cancel the
subscription and also inquired if [redacted] was eligible for a refund if they
cancel the plan now[redacted]'s Son was informed that [redacted] would not
be eligible for refund as it was almost years since the subscription was
created and we had fixed multiple issues on [redacted]'s computer without any
dissatisfaction expressed. Also an offer
was made to transfer the subscription to any other computer if [redacted] was
not using the subscribed anymore, however [redacted]'s Son didn't felt the
need for it
Later on the
same day, we had received an email from [redacted] requesting to cancel the
subscription, we had responded to [redacted] and informed him that the subscription
is already paid till March and it would be upon his discretion to use the
service or not and we would not be contacting [redacted] to renew his
subscriptionThe subscription would be automatically deactivated after the
date of expiration
We would
again like to reassure [redacted] that we do not renew the subscription
automatically and also we would not be contacting him to renew the
subscription

Revdex.com:
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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for being there for me.
Sincerely,
[redacted]

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.

Complaint: [redacted]
I am rejecting this response because: They told me that I would save money by purchasing a 3 year plan which I accepted. The issue with the computer was that it was too slow which was the reason I accepted their offer. I contacted my internet provider to address the speed issue with them and they informed me that in my area .06 speed was all they could supply. I switched to a different internet provider who provided 16.2 download speed correcting the issues with my computer. The issue with my computer was download speed and nothing else. [redacted] service did not resolve the problem which is why I have no reason to continue paying for service that, not only did not correct the issue, but that I have no need of.
Sincerely,
[redacted]

Revdex.com:
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,
[redacted]