Complaint: [redacted] I am rejecting this response because: They told me that I would save money by purchasing a year plan which I acceptedThe issue with the computer was that it was too slow which was the reason I accepted their offerI contacted my internet provider to address the speed issue with them and they informed me that in my area speed was all they could supplyI switched to a different internet provider who provided download speed correcting the issues with my computerThe 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] ***
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 / [redacted] Style Definitions */ / [redacted] Style Definitions */
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 Sincerely, [redacted]
Ms [redacted] contacted [redacted] on April 23, for issues with the installation of [redacted] Ms [redacted] issue was fixed to her satisfactionThat day Ms [redacted] subscribed to the Year Annual Maintenance Plan and paid $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 timeOur 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, 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 brandsIt is a division of a 34-year old U.Scompany (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 phoneAs confirmed by Mr [redacted] the issue was fixed to his satisfaction and the case was closed after his consentAfter being informed about the benefits of GuruAid’s Annual Maintenance Plan, Mr [redacted] subscribed for the year Annual Maintenance Plan and paid $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 issueMultiple attempts were made to reach Mr [redacted] to fix the pending issue and finally on June 3, we were able to speak with someone who asked us to callback on June 7, 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, 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 issueA callback was scheduled for next day A foll call was made on the said date and unfortunately Mr [redacted] was not reachable Mr [redacted] contacted GuruAid on June 14, 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, to fix the printer issueAs 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, As scheduled, a call was made to Mr [redacted] on July 3, and the re-installation of the operating system was initiatedDuring the course of the installation the call got disconnectedAll 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 dayOur primary goal is to always respond with the best service availableUntil 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 day money back policy we have issued a full refund of $on July 15, and a confirmation email has been sent to [redacted]
We are sorry for any inconvenience [redacted] experiencedWe were trying to reach [redacted] about a subscription to a free specialized trade publication We have placed [redacted] ’s phone number on our Internal Do Not Call List; we have suppressed her phone number in our database so that we will not call her again Again, we apologize for the inconvenience / [redacted] Style Definitions */
[redacted] contacted us on July 23, 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 “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 eveningOur [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 computerAs [redacted] wanted to fix the issues, our advisor informed her that in order to fix the issue she would have to sifor 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 $ made to [redacted] Our advisor advised [redacted] to take the computer to a local technician [redacted] agreed and hufrom the call after which there was no contact made
[redacted] has a days money back Guarantee PolicyIf any customer is not happy with the service they can get a full refund within days of initial registrationThe 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 year without any complaint or displeasure expressed by [redacted] , it was informed to [redacted] ’s Husband when he had called on 16th October 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 days Refund Policy As an exception in this case, we are issuing a refund of $via check to [redacted] We have retained $for the subscription fee for 1year Annual Maintenance Plan [redacted] had from October 13, to October 13, [redacted] was informed of this on a call made to her on October 22,
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, 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 computerOur Technician informed Mr [redacted] about unwanted adware, add-ons, plug-ins & extensions on his Google Chrome browserOur Technician also educated Mr [redacted] about 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 follcall made by our Technician went into Mr [redacted] voicemailA follcall was made on the next day March 3, and our advisor informed Mr [redacted] that a refund request was raised and he would receive a call from the billing department within to hours One the next day March 4, Mr [redacted] contacted [redacted] via chat support and expressed his displeasure about the serviceThe [redacted] Chat advisor assigned a Technician to fix the issue that was pending who remotely accessed Mr [redacted] computerAs a final step before the troubleshooting process is completed, the Technician restarted the computer and upon restart the remote session was disconnectedA follcall 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, Mr [redacted] contacted [redacted] and informed our advisor that he is unable to login into his computer as the mouse and keyboard is not workingA senior Technician was assigned to fix the issue and before the troubleshooting process could be completed the call got disconnectedA follcall was made by the technician but was only able to reach his voicemailA call-back was scheduled by the technician for the next dayOn 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 $on 12th March12, and a confirmation email has been sent to the email address [redacted] We request Mr [redacted] to check his Bank statement to confirm the refundAlthough 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
Mr*** states in his complaint that he contacted [redacted] in October pertaining to a problem he was facing with the performance (slow) of his computerPer our records, Mr*** 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*** chose to pay $for a years Annual Maintenance Plan Mr [redacted] confirmed his issues were fixed by our Technician Mr [redacted] again contacted [redacted] on January 30, regarding his computer freezing up He also complained that videos on *** 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*** that he should contact his Internet service provider The problem was with the Internet provider’s connection speedMr [redacted] understood and agreed to contact themSince then Mr*** 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, 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***’s subscription was active for more than month without any dissatisfaction expressed, our advisor informed Mr*** that a refund cannot be issued at this time in accordance with [redacted] ’s Terms and Condition which was accepted by Mr*** as the time of sing-up [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]
We were calling [redacted] Co., Incto renew subscriptions to a free trade publication that pertains to the Building Operations Industry We attempt to talk to the subscriber to renew or to cancel their subscription, so that they are aware that they will continue to receive the publication or that their subscription will endWe are sorry for any inconvenience Ms*** experiencedWe have placed their phone number ###-###-#### on our Do Not Call List
"We could not find any account details for the customer " [redacted] "There was only one inbound contact made from the number "###-###-####" on 10th Sept'and it was a second call, wherein the female caller said" I am sorry I reached the wrong department" and huthe 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]
We are sorry for any inconvenience Ms*** experiencedWe did not “robo call” Ms***, according to the definition of a “robo call” by the ***, nor have we given assurance to the Revdex.com that we were switching to mail A live operator attempted to reach Ms ***, a previous donor or alumni, on behalf of a non-profit educational institution Ms*** 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
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]
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, 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 assistanceOur 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 computersThis software is from a legitimate source and digitally signedAll 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 PCOur 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 $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 softwareHowever, [redacted] was not interested and hufrom 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
Complaint: [redacted] I am rejecting this response because: They told me that I would save money by purchasing a year plan which I acceptedThe issue with the computer was that it was too slow which was the reason I accepted their offerI contacted my internet provider to address the speed issue with them and they informed me that in my area speed was all they could supplyI switched to a different internet provider who provided download speed correcting the issues with my computerThe 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] ***
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 / [redacted] Style Definitions */ / [redacted] Style Definitions */
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 Sincerely, [redacted]
Ms [redacted] contacted [redacted] on April 23, for issues with the installation of [redacted] Ms [redacted] issue was fixed to her satisfactionThat day Ms [redacted] subscribed to the Year Annual Maintenance Plan and paid $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 timeOur 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, 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 brandsIt is a division of a 34-year old U.Scompany (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 phoneAs confirmed by Mr [redacted] the issue was fixed to his satisfaction and the case was closed after his consentAfter being informed about the benefits of GuruAid’s Annual Maintenance Plan, Mr [redacted] subscribed for the year Annual Maintenance Plan and paid $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 issueMultiple attempts were made to reach Mr [redacted] to fix the pending issue and finally on June 3, we were able to speak with someone who asked us to callback on June 7, 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, 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 issueA callback was scheduled for next day A foll call was made on the said date and unfortunately Mr [redacted] was not reachable Mr [redacted] contacted GuruAid on June 14, 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, to fix the printer issueAs 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, As scheduled, a call was made to Mr [redacted] on July 3, and the re-installation of the operating system was initiatedDuring the course of the installation the call got disconnectedAll 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 dayOur primary goal is to always respond with the best service availableUntil 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 day money back policy we have issued a full refund of $on July 15, and a confirmation email has been sent to [redacted]
We are sorry for any inconvenience [redacted] experiencedWe were trying to reach [redacted] about a subscription to a free specialized trade publication We have placed [redacted] ’s phone number on our Internal Do Not Call List; we have suppressed her phone number in our database so that we will not call her again Again, we apologize for the inconvenience / [redacted] Style Definitions */
[redacted] contacted us on July 23, 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 “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 eveningOur [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 computerAs [redacted] wanted to fix the issues, our advisor informed her that in order to fix the issue she would have to sifor 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 $ made to [redacted] Our advisor advised [redacted] to take the computer to a local technician [redacted] agreed and hufrom the call after which there was no contact made
[redacted] has a days money back Guarantee PolicyIf any customer is not happy with the service they can get a full refund within days of initial registrationThe 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 year without any complaint or displeasure expressed by [redacted] , it was informed to [redacted] ’s Husband when he had called on 16th October 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 days Refund Policy As an exception in this case, we are issuing a refund of $via check to [redacted] We have retained $for the subscription fee for 1year Annual Maintenance Plan [redacted] had from October 13, to October 13, [redacted] was informed of this on a call made to her on October 22,
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, 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 computerOur Technician informed Mr [redacted] about unwanted adware, add-ons, plug-ins & extensions on his Google Chrome browserOur Technician also educated Mr [redacted] about 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 follcall made by our Technician went into Mr [redacted] voicemailA follcall was made on the next day March 3, and our advisor informed Mr [redacted] that a refund request was raised and he would receive a call from the billing department within to hours One the next day March 4, Mr [redacted] contacted [redacted] via chat support and expressed his displeasure about the serviceThe [redacted] Chat advisor assigned a Technician to fix the issue that was pending who remotely accessed Mr [redacted] computerAs a final step before the troubleshooting process is completed, the Technician restarted the computer and upon restart the remote session was disconnectedA follcall 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, Mr [redacted] contacted [redacted] and informed our advisor that he is unable to login into his computer as the mouse and keyboard is not workingA senior Technician was assigned to fix the issue and before the troubleshooting process could be completed the call got disconnectedA follcall was made by the technician but was only able to reach his voicemailA call-back was scheduled by the technician for the next dayOn 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 $on 12th March12, and a confirmation email has been sent to the email address [redacted] We request Mr [redacted] to check his Bank statement to confirm the refundAlthough 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
Mr*** states in his complaint that he contacted [redacted] in October pertaining to a problem he was facing with the performance (slow) of his computerPer our records, Mr*** 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*** chose to pay $for a years Annual Maintenance Plan Mr [redacted] confirmed his issues were fixed by our Technician Mr [redacted] again contacted [redacted] on January 30, regarding his computer freezing up He also complained that videos on *** 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*** that he should contact his Internet service provider The problem was with the Internet provider’s connection speedMr [redacted] understood and agreed to contact themSince then Mr*** 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, 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***’s subscription was active for more than month without any dissatisfaction expressed, our advisor informed Mr*** that a refund cannot be issued at this time in accordance with [redacted] ’s Terms and Condition which was accepted by Mr*** as the time of sing-up [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]
We were calling [redacted] Co., Incto renew subscriptions to a free trade publication that pertains to the Building Operations Industry We attempt to talk to the subscriber to renew or to cancel their subscription, so that they are aware that they will continue to receive the publication or that their subscription will endWe are sorry for any inconvenience Ms*** experiencedWe have placed their phone number ###-###-#### on our Do Not Call List
"We could not find any account details for the customer " [redacted] "There was only one inbound contact made from the number "###-###-####" on 10th Sept'and it was a second call, wherein the female caller said" I am sorry I reached the wrong department" and huthe 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]
We are sorry for any inconvenience Ms*** experiencedWe did not “robo call” Ms***, according to the definition of a “robo call” by the ***, nor have we given assurance to the Revdex.com that we were switching to mail A live operator attempted to reach Ms ***, a previous donor or alumni, on behalf of a non-profit educational institution Ms*** 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
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]
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, 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 assistanceOur 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 computersThis software is from a legitimate source and digitally signedAll 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 PCOur 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 $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 softwareHowever, [redacted] was not interested and hufrom 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