My Fast PC, LLC

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Hello [redacted],My name is [redacted]. and I will be assisting you with this complaint. I have analyzed your initial phone call with [redacted] and with our technician and both interactions the representatives presented themselves as an employee of My Fast PC. Also, the agreement you signed initially to allow...

us to access and service your computer stated our company name and information. As stated in the phone call with [redacted], the service could take up to 2-5 hours. This time frame is dependent on how many customers are ahead of you and the severity of your computer. We state that it could take up to this time according to past time completions. On behalf of My Fast PC, we do apologize for the inconvenience this may have cause you and if you have further questions please feel free to contact us. Thank You[redacted]. Customer Service Manager[redacted]

Hello Samuel,We apologize that you have not been able to reach us. I will have one of our Customer Service representatives contact you immediately to rectify this matter. Thank YouEthline F.

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,
Janice L[redacted]

Hello [redacted],My name is Katie W. I am a Customer Advocate here at My Fast PC and my goal is to resolved this for you as quickly as possible. I want to first apologize for any inconvenience that this may have caused you. I have spent some time reviewing your account and this is what I have...

discovered.On January 26, 2017 we received a support ticket that contained your information needing computer assistance. As part of our business process, we call these support tickets and explain our services and agreements. According to your account records, you purchased a full system clean at $119.97. Once you have agreed and given consent for us to work on your computer, it was transferred to a certified technician to resolve. At the end of clean, a technician contacted you and to review the work performed and resolution(s) for any issues that were notated. This allows us to show what we have done and for our customers to ask any last questions. Each of our cleans come with a 2 week warranty. We understand that sometimes certain issues can reoccur for many different reasons. We received your message stating you were upset at the clean and we reached out 3 times and left voice mails without any response. Unfortunately, we are unable to remedy the issue without your consent and connection to the computer. We would love to set up a date to have one of our technicians resolve this for you. Please let us know when is the best time to reach you. Thank You

Hello [redacted],We are unable to access customer's computers without their permission. After the agreement is reviewed and signed, we proceed forward with the clean. The 3 day cancellation policy is also stated within the agreement. If this time was not sufficient, the agreement should have been signed. The representatives you spoke with at My Fast PC clearly stated the company and the service. I apologize you feel that we may have represented ourselves but all the information was stated. Thank YouMy Fast PC

Hello Connie,I will be assisting you with this complaint. I wanted to address your main concern of the possible fraudulent activity you suspect with us. Unfortunately, the companies you received your information from were incorrect in stating we are a scam.  We are a legitimate and licensed...

computer software assisting company. The technician did provide a full system clean for your computer.  After every clean, we have the technician do a review of the work performed but at that time you declined due to the claims about us being a scam. The initial charge cannot be voided. If you would like, I can have the technician review the work with you and with that you have a 2 week warranty as well. Thank YouEthline F.Customer Service

Complaint: [redacted]
I am rejecting this response because:I appreciate the refunding of my $200 fee for servicing my computer and cancellation of any further monthly service charges by My Fast PC. 
Sincerely,
[redacted]

Hello [redacted],My name is [redacted]. and I will personally be working you to help you resolve this. Upon reviewing your account, I have verified you signed up for our Platinum Member Care on April 27, 2015.  To ensure our customers satisfied with our service, we have the technician review the...

work that was performed and have our customers sign a tech receipt. This receipt was signed after the service was provided. Prior to the complete computer clean, the agreement signed earlier that day stated the terms of the agreements and your 3 day right of recession period. Unfortunately, the next contact with you was after that period and service was refused to assist with changing the homepage and your printer. I would like to offer you a discount for the early termination fee. If you would like more information on this, you may contact me through my information below.Thank You[redacted]@myfastpc.com[redacted]

Complaint: [redacted]
I am rejecting this response because:  At no time was I told that "My Fast PC" is not affiliated with Netflix.  When [redacted] told me I needed a technician to "fix" my computer he did not tell me the technician was not affiliated with Netflix.   I clicked a help button on my screen, and this screen did not say My Fast PC in any way I could see it.    I told [redacted] and then the technician that I have Kaspersky anti-spy and both of them ignored this statement.  This knowledge should have told them my computer did NOT need "cleaning".and explains why the "cleaning" took less than 15 minutes.  I am 77 years old, and not computer savvy.  When telling my bank about this company they told me "pop up" screens like this happen frequently, and to immediately delete them -- never respond to them unless they obviously state they are from the company you are contacting.  That the company acted "legally" in every way does not mean they are not scamming.  They acted convincingly and fast, and were very polite --all very common con tactics.  My computer was clean, all I needed help with was a password change for Netflix.  An ethical company would have told me what they do, and are not affiliated with Netflix.  If they needed to charge a fee for their time spent talking with me, I could understand that, but it certainly would not have been $200!!  This company told me they take American Express, but came back to tell me my card was not accepted, and asked if I had another card.  This was a big red flag scam signal which was my fault for not recognizing.  My AMEX card is used when the company takes it, my account is flawless, credit is outstanding, and American Express will verify that.  I am certain [redacted]'s manager told him not to take it as there would be a charge to their company, plus it would take time for them to be paid -- thus allowing me to cancel payment the next day when I realized my mistake.  The Visa debit card allowed them instant payment, which was verified with my bank the next morning.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:   The business response stated they did not tell me they ARE associated with Netflix.   They did not, however, tell they are NOT associated with Netflix.  As my contact was with Netflix when their "pop up" came on my screen, it was understandable and logical that they are associated with Netflix.  My assumption was that they work in conjunction with Netflix to address technical problems.  Even though their communication has My Fast PC in print, there was absolutely nothing in print that stated they are not associated in any way with Netflix.  This extremely negative experience has proven that an ordinary consumer should NOT trust any company, and to be certain they are not being scammed or swindled, should seek legal advice before signing anything or agreeing to any service. Sincerely,
[redacted]

Hello [redacted], As stated in my previous response, we did not inform you that we were Netflix. The representatives you spoke with introduced themselves as My Fast PC and the document you signed allowing us to perform work on the computer before any clean was performed, also states our business and what you will be receiving.  Upon completion of your service, you signed the technician receipt stating you were satisfied with the work performed. There are different methods you can acquire our services. All these methods, require your permission or information input in order for our analysts and technician to contact you. Your initial issue for enlisting our service was resolved. As for the affiliation with Netflix, we did not state we were or part of Netflix. I do apologize for the inconvenience and if you have further  questions you can contact us 1-[redacted].Thank You[redacted].Customer Service Manager

Hello [redacted],I have reviewed your account and want to apologize for the inconvenience this has caused. I first wanted to address your concern of how we retrieved your information. All our customers needing computer softwasre assistance fill out a service request form. After that form is submitted, one...

of our analysts contacts you per your request. We did not state we were associated with LinkedIn on any calls with My Fast PC. Before any full system clean begins, we bring on to your screen an agreement that clearly states our company and contact information. After the clean was performed, there is a service receipt we have all our customer's sign if they are satisfied with our service. This receipt was also signed. We don't have requests for assistance after your initial clean on July 8, 2015 until July 24 where you requested to cancel. At that time, the representative stated you were outside of your 3 day right of recession period and there will be an early termination fee. For access to your computer, we can only access or assist you if you allow us. The company you chose to further assist you misinformed you and we are not a scam. We are a legitimate business. We will not be able to refund you for the initial charges because the work was performed and signed that your were satisfied. However, we can waive the early termination fee and cancel your account. If you agree to this, please respond and we will place those changes on your account.Thank YouEthline F.My Fast PC

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] Thank you very much for your involvement in this issue.  The company was very forthcoming with its response also .  Thank you        [redacted]

Hello [redacted],My name is [redacted]. and I will be assisting you through this. I do apologize for the experience you have had with us. We definitely have created an environment for our customers of all ages to feel comfortable to bring all their computer questions and issues for us to resolve. You have...

spoken with one of our supervisors in customer service and the early termination fee was waive. At the time, the agreement was satisfactory by both parties. I'm sorry to hear now that it wasn't and we will make sure to work quickly with her bank in resolving the dispute. Thank You[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,
Samuel S[redacted]

Hello [redacted],My name is Ethline and I will personally be assisting you. I have reviewed your account and the initial sales phone call made. After reviewing the phone call and records on your account, the membership was agreed to and you provided an electronic signature agreeing to these terms. There...

were 3 days to cancel without the early termination fee. I have received approval to apply your last 2 month payments toward this fee. This will leave you a balance of $** to deactivate the account. If you would like to take advantage this, please let me know. Thank You

Hello [redacted],Thank you for providing that information. I have reviewed your grandmother's account and this is what I found. We did not provide service to your grandmother's computer. The technician tried contacting her after she was sold and she did not answer the phone for over the course of two days. Our company responds to online requests for individuals seeking computer assistance. We do not cold call any of our customers. All our invoices and website state who we clearly are and that we are an independent computer support company based in the United States. We do not have a contract to lock are customers in and all our cleanings come with a satisfaction guaranteed. We have no obligation to hold the payment your grandmother paid. You mentioned she has already contacted her bank to withdraw the payment, since she has decided to go through that route we cannot perform a refund because it is already in process. However, if the bank directs you to contact us, please let me know and I can try to process a refund from our side. Let us know and if you have any questions or concerns I will be happy to answer anything. Thank YouKatie W[redacted]Customer Advocate

Hello [redacted], Unfortunately, we do not see any notes of further contact after the initial clean. The refund was already handled by your bank through dispute. If you have further questions regarding your refund, your bank will be able to assist you further. We apologize your experience wasn't...

well with us and wish you the best.Thank YouMy Fast PC

Hello Mrs. F[redacted],I have reviewed your account and the conversation your husband had with our analyst. Fortunately, your husband's SSN was not disclosed. The reason for the partial refund was for the work that was completed before you called in to cancel. We apologize that we weren't able to complete...

the clean but it was upon the customer's request. We would still love to assist you and we would be able to finish the clean and no extra cost. We appreciate your understanding and patience through this. Ethline F.Customer Service