Live PC Expert

Hi.
My wife and I have been victims of a scam this weekend.
While using her computer to browse the web, an error message appeared: a blue screen informing the user to contact immediately a Microsoft Certified Technician and not shut down the computer (see attached screenshot)
We called. A technician required remote access to the computer and told us that our computer had been left unprotected since we installed Windows 10 and malware was now infesting our computer. Our only solution was to sign up for their protection plan (from $249 a year to $449 for 3 years). I was asked to start registering when I found out that the company was not Microsoft but Live PC Expert. I asked them why they were not Microsoft as mentioned in the error message and why I should trust them. Then they kept mentioning that I would receive a legal document via email and that they were accredited by the Revdex.com.
I told them I wanted to check their identity before committing to anything and they started to find weird reasons to prevent me to do that.
When I checked online on another computer, I read about the "fake blue screen scams from technical support providers" and understood that I just experienced it. I decided to ignore the error message, restart the computer and everything was fine. My computer was indeed protected and they had lied to me all the way.

Review: I called this company thinking I had contacted [redacted] about an HP computer and printer. They said they would fix the issue if I would let them take remote control of my computer. Once they took remote control of my computer, they found numerous issues and said that they could easily resolve the problems and fix my wireless printer. I just needed to purchase a plan. They offered me three yrs. service and three years of Norton 360 for $399.99. One of their technicians worked on my brand new computer for around 2 hrs. and said all issues had been resolved. That I could now print using my wireless computer. I checked my bank account and noticed I have been billed for$798.99 which was double the amount on the contract. I immediately called and they assured the issue was resolved. Upon contacting my banking institution, the issue with the double bill had not been resolved. The company also told me I would get Norton 360 for three years, but failed to load it on my computer. My computer began running slowly. I contacted Norton and their technicians took a look and there were several suspicious programs running on my computer. Once they removed them, my computer began running perfectly. I believe this company is a scam. They provided false information to me and charged me double the price. I have reported the scam to my banking institution and they are investigating the charges to my bank card. This company is a total rip off. They lie and do not provide the services they indicate. I have been under a lot of stress because of their malicious activities. They take advantage of individuals that are not as computer savvy as others. This ordeal has costs me $800, not to mention the countless hours of cancelling bank cards and opening new accounts and filing complaints.Desired Settlement: I just want my money back. The did not resolve the issues they indicated. I had to have Norton fix my computer after they worked on it. The only thing they fixed was my wireless printer. I do not have Norton 360 for three years or do I trust them to work on any of my computers. Norton had to remove several suspicious programs running on my computer.

Business

Response:

Dear [redacted]

Please accept our sincere apologies for the inconvenience you have gone through. We agree that a double amount was charged, but, it was refunded the next day itself and you were communicated for the same along with the transaction ID no.

We completely understand that you went through enormous pressure during that period.. However, we would like to confirm you that at the time of troubleshooting our technician found that your already existing Norton was valid for more

140 days. So, you authorized us to install the complementary Norton, after the expiry of the existing one. The same was confirmed to the technician on chat.

Being a legitimate company we do not have any intention of doing illegal or illicit activities and that too with our esteemed customer like you.

Hence, if you wish, we will refund the whole amount to you after deducting the one time software support charges.

Feel free to reach us, we are just a click away.

Consumer

Response:

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