Nerds on Call, Inc. - All Area Locations

Thank you for responding That makes sense, if I believed the battery provided to me was not the original battery it was dropped off with, I felt the services performed were inferior, and the laptop was not repaired as promised four times, I had given the business plenty of opportunities to resolve the issues, but they failed to do so, I would want a refund and the original battery returned or a new one too.My intention is to find resolution to this that either satisfies us both equally or dissatisfies us both equally We are in a relationship You are a customer and I am a business You have certain criteria or goals that need to be met for us to stay in relationship, I have certain goals to be met to stay in this relationship Neither of us can force the other to do exactly what we want I can't force you to be satisfied with our work and believe we didn’t switch your battery, and you can't force me to provide a refund The goals you have provided me for us to continue to have a successful relationship are: Refund you for the service we performedSupply the original battery or purchase a new one The goals I have for Nerds on Call to continue to have a successful relationship are: Keep the money for the work we have providedFind a battery at an acceptable cost and have you pay for it.Based on the goals, one of us is either going to get what they want at the cost of the other, or neither of us is going to get what we want and the relationship will end Fundamentally we are dealing with trust You don't trust us and we don't trust youI can provide information about why we think the repair was done appropriately, and deny one of our techs switched out the battery, but if the customer already thinks we stole from him and cheated him, why wouldn’t we also lie. Defending ourselves is pointless. It won’t help us reach our goals. In the same sense, if it is our belief the customer is trying to get a refund for work done outside of warranty we might assume they would lie to achieve their goals This stinks It means one of us is going to loseOne of us will attempt to overpower the other through facts, intimidation, lying or convincingUltimately while one of us will win the argument, the other party will be left dissatisfied.If I refuse to provide a refund and refuse to purchase a battery for the *** laptop the relationship will end. If the customer refuses to let us address the unsatisfied repair, and have them buy a new battery from our wholesale vendor the relationship will end. Where does this leave us?My intention is for both parties to reach a mutually satisfactory outcome. The first step is to look over the computer to determine what is wrong with it, what repair we did, and why that did not meet the customer’s expectations. Once we’ve inspected the computer we will provide options to move forward. Let me know your thoughts

Consumer states the company has not made a good enough effort address consumer issuesConsumer believes that the battery provided to consumer by the business is not the original battery it was dropped off with*** has confirmed that the current battery is not the one issued to the laptopThe services performed by the business were inferior as the laptop was not repaired as promised by them four timesConsumer has given the business plenty of opportunities to resolve the issues but they have failed to do soAt this point consumer believes that business should now provide a refund and return the original battery(if functional) or purchase a new one

Our customer service manager* *** ***, has been working with *** through email to find the best possible outcome for this interaction

Our customer service manager contacted Mr*** today Our goal is to find a solution to the severe charging issues and the battery functioning worse than it had before and critical windows updates and security software that is being reported to have been disabled and/or removed during
service We asked to inspect the computer to determine the root cause of these issues, then we would provide options to address the computer problemsMr*** can make an appointment, by calling ***, to bring his computer into any of our locations to begin this process

Thank you for saying you’re wiling to continue discussing a resolution. That makes sense, If I had given the company opportunities to resolve the laptop issues, but they failed, I wouldn’t want to talk to a customer service representative either, I would want to speak to *** too.My goal is to find a solution to the laptop not working as expected and the battery problem. I have two available options, let me know our next steps. Our Customer Service Manager can call and discuss resolving the computer problems, I’ll just need to know when to call, or you can call in and speak with the Customer Service Manager between 9am and 5pm Monday through Friday

Mrs. [redacted],We received your letter and wanted to let you know, we are in process of reaching out to you to see how this can be resolved. Due to the public nature of the complaint I do need to address a few items in my response here; however please keep in mind the resolution we come to with regards...

to your specific complaint will potentially be different.We did repairs on your Dell laptop, the only issue it came in with as described by your husband was the Laptop was running slow and wanted a quote for a new charger.We quoted our standard AC Adapter/Charge price, and it was declined. Once we tested all the hardware to make sure the slowness wasn't due to a bad part, we proceeded to run a full tune-up on the laptop in which we removed:1 - Virus 33 - Malware infections 50 - Spyware infections21 - Browser hijackers 540mb of bad - Temp Files 3 - Registry errorsThis is quite a few problems to find on a PC and once all were removed, laptop was tested again and ran smoothly. Upon return appointment we offer all of our customers a free 30 day warranty and a month free of our support service, we go over the benefits of the service and the authorization of renewal charges if service is continued. We ask that you read over the agreement and sign, making special note of support renewal dates (we even highlight or circle it for you) and have a whole section on cancelling if you choose to go cancel the service (We do have a copy of your receipt with the signed authorization). We then make a phone call prior to the first renewal to do a quality assurance call and make sure you had no issues with original service or any questions about the support service renewal. This is the call you stated we made and never heard back from you about. Even then if there was any confusion about the plan or any issue with it's use within the first 90 days and you contacted us to request cancellation because you intended to cancel, forgot about it, or just changed your mind; as long as the support plan hadn't been used we would have refunded those first three charges (Which I have now already authorized to your account). In addition at time of return you were able to request not receive the free first month of the support plan and cancel it before it starts, it would have resulted in no additional authorized charges. So to say "This is very deceptive" is not true and goes against the way we run our business as a "Customer First" company.Also had there been any ongoing issues with the PC we worked on, our online support, or our 30 day in-shop warranty would have handled it. We never received any contact until now and we unfortunately can not fix or address an issue for which we have not been made aware. I understand that you replaced the PC since, and at that time you would have had the option to qualify that computer for the support plan or cancel it using the instructions given on receipt at time of checkout. We have numerous ways to cancel to include: email, call, webchat or use the Support Service itself to let us know you wanted it stopped and it would have been done immediately.I look forward to discussing this with you further and see what we both can do to resolve this,[redacted]General ManagerNerds On Call

Consumer states that he appreciates the business coming out and looking at the laptop. The individual came out and was very courteous and honest. After the business made their assessment, they agreed to the diagnosis made by the Federal worker. Both parties were in agreement that vital software was disabled when laptop was returned and that the original battery was not the one in place. The serial numbers did not match therefore confirming my prior consumer position. Business provided a receipt for the service call in which they included their assessment and which substantiates consumer claims. It also stated that they would be in contact in regards to the refund. Consumer requested e-mail communication. This took place on the 18th of March and consumer believes that business should be able to make a confirmation regarding the refund by Monday the 23rd of March. Consumer would like e-mail confirmation regarding the refund along with some sort of verification that the battery has been ordered and is in the delivery process.

We're contacting the customer to seek a resolution.

Consumer states that there is definitely a difference of opinion in the events that took place. At this point consumer would like a phone call directly from [redacted], the Vice President of the company, in order to negotiate a possible resolution. Consumer is no longer interested in dealing with the customer service representative. The business has been given 4 opportunities to resolve the laptop issues but has failed. Consumer dropped off the laptop twice at business location in Chico, Ca and  they were given between 11-13 hours of remote access to fix the issues but failed. Consumer would be willing to give the business the 5th opportunity to rectify the issue if this resolution is first discussed with [redacted] directly. Failure to accept this offer would give consumer no choice but to pursue the matter further  via  legal action in small claims court.

Consumer states that he has tried numerous times to get the business to resolve the issues but to no avail. Not until they finally sent out a technician, who confirmed all prior complaint issues, did they offer the $229 credit. At this point consumer is not accepting their $229 credit offer as he sees it as insufficient. Consumer does not have an account with them and paid for their inferior services with in credit card form, not in trade. The battery offered by the business is $29 generic battery and the one from [redacted](the actual manufacturer) comes at a cost of $99 plus taxes and shipping. It is for these reasons the business offer is unacceptable and consumer must proceed with legal action.

They charge a recurring CC fee of $25 per month on top of the cost of repair.
Be very careful!
This is a VERY poor business practice, a trick to get your money.
If you don't see the charge on your CC statement, you will run up quite a large bill over the months. I would never go back to them based on that practice.
It was not communicated to me at the time of repair.

My husband took our laptop in to the local "Nerds on Call" location because it had been running slowly. After charging us $179 for "removing viruses" from our laptop, we brought our computer home and it did not work at all. We decided at that point to just replace the computer and consider it a lesson learned. 10 months later, while looking at my credit card statement, I asked my husband, "Why are we being charged $25.00 for Nerds on Call every month?" His response? "I have no idea, I took the computer there last summer but that's the only time I've been there." When we called them to ask about these charges we were told that when he signed the credit card slip at the original time of service we had "authorized" them to continue charging the card every month for $25.00. UM, WAIT, WHAT? When we said, no, we did not ask for this "service", why the hell would we pay for service for a computer that they never fixed in the first place? They told us that they had called my husband's cell and didn't get an answer so they considered that as continued authorization to go ahead and charge my card over and over and over and over and over I guess until we noticed and cancelled.
I believe that Nerds on Call is violating the federal Electronic Funds Transfer Act by not supplying the consumer with a copy of the "contract" for recurring charges to their credit card and for not clearly explaining the recurring charges at the time of "purchase" but they get away with this theft because most people don't notice they are being charged until it is too late. (60 days)
What a disingenuous way to make money. "It's printed on your receipt, so therefore when you signed your receipt [like everyone does for every fking purchase] you agreed to let us charge you again and again and again."
I will never do business with these thieves again.

Review: unauthorized monthly withdrawal of funds from the bank account thatwas used to pay bill at cash register in store, saying that we authorized the monthly withdrawals for an "online consulting fee" every month. we have no idea what that is. this went un-noticed for 14 months as account is not used, discovered when auding account for tax purposes. when nerds on call was notified, they maintained that "they had a signature" I went into the office and was told by an employee that this happens all the time and he doesnt like it, but there is nothing he can do." The signature on file is the one that was signed on the work order for the repair of a home computer. No one seems to be in charge. unprofessional handling of complaint.

Desired Settlement: DesiredSettlementID: Refund

$25.oo per month removed from account with NO AUTHORIZATION TO DO SOfor 14 months. $350.00

Business

Response:

Initial Business Response

On September 1, 2011 [redacted] hired us to fix his computer. In addition to fixing his computer he elected to sign up for our online service plan. When he picked up his computer from our shop in Chico, he signed his receipt where it is stated no less than three times he is signing up for our online service plan for a recurring charge of $25/month. His technician explained the plan to him when he went over the details of the receipt.

On February 4th we cancelled the plan due to inactivity.

On September 15, 2013 [redacted] called to question the charges. We informed her that the account was cancelled in February. She asked us to refund the charges for the online service plan. We explained that we wouldn't for several reasons. For one, [redacted] signed up for the plan, which could have been cancelled at anytime. If [redacted] hadn't wanted or needed the plan he should not have purchased it to begin with. Secondly, the plan was available for use the entire time they were enrolled. There was never a lapse in coverage from our side. At anytime they could have used the plan, they chose not to. Thirdly, the account had already been cancelled. We rarely need to cancel account for non-use, and when we do, we often need to reinstate it because the customer didn't want it cancelled in the first place. We offered to reinstate the plan, and even credit the amount paid towards future fees.

When we sell an online service plan, we take great care in explaining how it works with our customers. We have over 6,000 online service plan members. If a billing dispute arises we happily fix it. However this account was so old, and we saw no fault on our part. It is our belief the customer's wife discovered the charges, and thought she'd do her best to get her money back.

The online service plan is a service we provide not a product that can be returned. It is the same as hiring an alarm service for your home. Just because no one broke in and you didn't use the service it doesn't mean we still didn't provide the service. Our techs were available everyday, ready to help them if they needed it. It's not our fault they never called.

[redacted] accused us of fraud, was rude to our staff, and was outright disrespectful. She lied about what employees told her, which we found unconscionable. She could have cost someone his or her job, all for $350. Hard working men and women who are trying to provide for their families could have been put out of work because she accused them of hurting our customers. She told us she was going to complain about us everywhere if we didn't give her what she wanted. We saw this as blackmail. We see no reason to help this customer.

We are sorry that she feels we did something wrong. We did not.

Review: I contracted with "Nerds on call" to repair my computer. The repair kept escalating from their being able to repair the computer online then onsite. When They told me it needed to be taken into shop that's when I decided to terminate their services. I expected the money from my credit card would be refunded I was told that' not their policyDesired Settlement: I am very unsatisfied with this company. At this point I only resolution as I seek it would be a refund

Business

Response:

We're contacting the customer to seek a resolution.

Review: *Due to a disability and limited knowledge of computers this has been prepared on behalf of Mr.[redacted] stated that originally his two small children had been playing on the computer with several applications open,it had become unresponsive.Frozen, Windows did not shut down properly. Upon restart it displayed an error message for Windows. With limited knowledge of both hardware & software, [redacted] believed his children have caused hardware failure and fried the computer he called Chico Nerds on Call and had them service his laptop. The service dates are: April 9, 2014 and April 21, 2014 and he was billed $229. The receipt says they removed 123 pieces of Malware and 5 virus' (among other invasive software) and refreshed the operating system, turned off bloatware and provided other security services. [redacted]'s laptop came back experiencing severe charging issues and functioned worse than it had before. Event logs confirm that Battery Warnings began to occur on the 13th of April. A 2nd service attempt resulted in no improvement and the laptop suddenly would only hold a charge for around 45 minutes. For almost a year [redacted] has limited his use of the laptop -still believing his children had somehow caused a hardware failure. He recently contacted a 2nd person for repair (myself)inquiring about an estimate for repair.Diagnostics returned the following:-Performance deterioration is due to a failing laptop battery. It is holding only about 30% of its charge.4 days after the computer was originally serviced by Nerds.-Critical windows updates and security software was disabled and/or removed during service, antivirus was uninstalled.- "Nerds" software suite has never been used. The only activity recorded is the install date.-Admin event logs do not reflect the services for which [redacted] was told he received andcharged an excessive amount of money for.-Battery is not the original battery shipped with the laptop (confirmed by [redacted]Desired Settlement: [redacted] Statement is as follows:I believe I was taken advantage of by Nerds on Call. They not only did NOT preform the service I was charged for, they disabled important security features leaving me vulnerable to the high probability of future attacks. I further believe they switched my good battery for a failing battery. A crime of opportunity from unscrupulous individuals. I desire a refund and my battery replaced. Additional Info and reports available upon request.

Business

Response:

Our customer service manager contacted Mr. [redacted] today. Our goal is to find a solution to the severe charging issues and the battery functioning worse than it had before and critical windows updates and security software that is being reported to have been disabled and/or removed during service. We asked to inspect the computer to determine the root cause of these issues, then we would provide options to address the computer problems. Mr. [redacted] can make an appointment, by calling [redacted], to bring his computer into any of our locations to begin this process.

Consumer

Response:

Consumer states the company has not made a good enough effort address consumer issues. Consumer believes that the battery provided to consumer by the business is not the original battery it was dropped off with. [redacted] has confirmed that the current battery is not the one issued to the laptop. The services performed by the business were inferior as the laptop was not repaired as promised by them four times. Consumer has given the business plenty of opportunities to resolve the issues but they have failed to do so. At this point consumer believes that business should now provide a refund and return the original battery(if functional) or purchase a new one.

Business

Response:

Thank you for responding. That makes sense, if I believed the battery provided to me was not the original battery it was dropped off with, I felt the services performed were inferior, and the laptop was not repaired as promised four times, I had given the business plenty of opportunities to resolve the issues, but they failed to do so, I would want a refund and the original battery returned or a new one too.My intention is to find resolution to this that either satisfies us both equally or dissatisfies us both equally. We are in a relationship. You are a customer and I am a business. You have certain criteria or goals that need to be met for us to stay in relationship, I have certain goals to be met to stay in this relationship. Neither of us can force the other to do exactly what we want. I can't force you to be satisfied with our work and believe we didn’t switch your battery, and you can't force me to provide a refund. The goals you have provided me for us to continue to have a successful relationship are: 1. Refund you for the service we performed. 2. Supply the original battery or purchase a new one. The goals I have for Nerds on Call to continue to have a successful relationship are: 1 Keep the money for the work we have provided. 2. Find a battery at an acceptable cost and have you pay for it.Based on the goals, one of us is either going to get what they want at the cost of the other, or neither of us is going to get what we want and the relationship will end. Fundamentally we are dealing with trust. You don't trust us and we don't trust you. I can provide information about why we think the repair was done appropriately, and deny one of our techs switched out the battery, but if the customer already thinks we stole from him and cheated him, why wouldn’t we also lie. Defending ourselves is pointless. It won’t help us reach our goals. In the same sense, if it is our belief the customer is trying to get a refund for work done outside of warranty we might assume they would lie to achieve their goals. This stinks. It means one of us is going to lose. One of us will attempt to overpower the other through facts, intimidation, lying or convincing. Ultimately while one of us will win the argument, the other party will be left dissatisfied.If I refuse to provide a refund and refuse to purchase a battery for the [redacted] laptop the relationship will end. If the customer refuses to let us address the unsatisfied repair, and have them buy a new battery from our wholesale vendor the relationship will end. Where does this leave us?My intention is for both parties to reach a mutually satisfactory outcome. The first step is to look over the computer to determine what is wrong with it, what repair we did, and why that did not meet the customer’s expectations. Once we’ve inspected the computer we will provide options to move forward. Let me know your thoughts.

Consumer

Response:

Consumer states that there is definitely a difference of opinion in the events that took place. At this point consumer would like a phone call directly from [redacted], the Vice President of the company, in order to negotiate a possible resolution. Consumer is no longer interested in dealing with the customer service representative. The business has been given 4 opportunities to resolve the laptop issues but has failed. Consumer dropped off the laptop twice at business location in Chico, Ca and they were given between 11-13 hours of remote access to fix the issues but failed. Consumer would be willing to give the business the 5th opportunity to rectify the issue if this resolution is first discussed with [redacted] directly. Failure to accept this offer would give consumer no choice but to pursue the matter further via legal action in small claims court.

Business

Response:

Thank you for saying you’re wiling to continue discussing a resolution. That makes sense, If I had given the company 4 opportunities to resolve the laptop issues, but they failed, I wouldn’t want to talk to a customer service representative either, I would want to speak to [redacted] too.My goal is to find a solution to the laptop not working as expected and the battery problem. I have two available options, let me know our next steps. Our Customer Service Manager can call and discuss resolving the computer problems, I’ll just need to know when to call, or you can call in and speak with the Customer Service Manager between 9am and 5pm Monday through Friday.

Consumer

Response:

Consumer states that he appreciates the business coming out and looking at the laptop. The individual came out and was very courteous and honest. After the business made their assessment, they agreed to the diagnosis made by the Federal worker. Both parties were in agreement that vital software was disabled when laptop was returned and that the original battery was not the one in place. The serial numbers did not match therefore confirming my prior consumer position. Business provided a receipt for the service call in which they included their assessment and which substantiates consumer claims. It also stated that they would be in contact in regards to the refund. Consumer requested e-mail communication. This took place on the 18th of March and consumer believes that business should be able to make a confirmation regarding the refund by Monday the 23rd of March. Consumer would like e-mail confirmation regarding the refund along with some sort of verification that the battery has been ordered and is in the delivery process.

Business

Response:

Our customer service manager[redacted], has been working with [redacted] through email to find the best possible outcome for this interaction.

Consumer

Response:

Consumer states that he has tried numerous times to get the business to resolve the issues but to no avail. Not until they finally sent out a technician, who confirmed all prior complaint issues, did they offer the $229 credit. At this point consumer is not accepting their $229 credit offer as he sees it as insufficient. Consumer does not have an account with them and paid for their inferior services with in credit card form, not in trade. The battery offered by the business is $29 generic battery and the one from [redacted](the actual manufacturer) comes at a cost of $99 plus taxes and shipping. It is for these reasons the business offer is unacceptable and consumer must proceed with legal action.

Review: The Nerds have worked on my quadriplegic son's computer multiple timand have yet to fix it. I have 12 receipts from 3.27.14 to 5.30.14 with charges of $29.00, $229.00 and $129.00 and on the fifty day after the last charge they wanted another $129.00 to work on the pc. They insist they fixed it, they did not. Most of the time the pc broke down with twenty four hours of their repair. They had to come back twice in one day because the pc broke down within two hours of their repair. There excuses have been silly, that the more one uses a pc the more often it will break down and their work seems to be tune up and advanced tune ups. A lot of scoping and never a complete fix.I am on a widows pension and have used up all of my rainy day funds, and can't pay for repairs that do not occur. Please do something to stop this misuse of my money. Thank you [redacted]Desired Settlement: All of my money back.

Business

Response:

Thank you for sharing your experience with Nerds On Call. You’re right, we serviced your son’s computer between 3/27/14 and 5/30/14. You’re right, we did charge you $29, $229 and $129. It makes sense, if I was dealing with a company and they insisted they fixed the computer when they didn’t, the computer broke down within twenty four hours of the repair, and they gave silly excuses like the more one uses a PC the more often it will break down I would also want to stop the misuse of my money.

Let’s work together to see what can be done to fix this. [redacted] tried to call you this evening to find out hat is happening with the computer. The computer is covered under the online service plan. Give us a call so we can reach the best possible outcome for everyone involved.

Consumer

Response:

I am rejecting this response because: I have had nothing but a run a round from this business with one excuse after another. The last call I received from this business was a notification that my service was about to end and would I like to renew for the year at a cost of $125.00. All I have received from the Nerds On Call are excuses, charges and demands for additional charges. I believe the charge of $129.00, which I paid, and another payment request of the same amount within five days, which I refused, speaks for itself. I want nothing to do with this business, I do not trust Nerds On Call.

Business

Response:

Thank you for your response. You are right we were calling to see if you wanted to renew your service plan with us. There are several options. One, you can renew for six months for $125. Two, you can renew one month at a time for $25 per month. Three you can discontinue your service plan. After reading your response we have cancelled your online service plan.

Consumer

Response:

This response has nothing to do with the problem at hand and is par for the Nerds On Call course of action and response. I want my money back as I received nothing for it.

Business

Response:

Thank you for providing me with this information. It makes sense if I hired someone and received nothing for it, I would also want my money back.

I reviewed the account, and created a timeline of the interactions Nerds has had with you and your son. Please review this timeline and tell me, specifically, what problems haven’t been addressed. Then, we can work together to find a solution.

3/26/14: An appointment was made to look at [redacted]’s computer. It was reported to be running slow. We also were asked to set up Dragon software to access the Nerds On Call Support icon for ongoing support. We collected $29 for an onsite service fee.

3/27/14: At the appointment we determined the PC was infected. We took the PC to our shop for a tuneup.

3/31/14: We called the customer to let her know we need the computer’s WiFi antenna. We went back to the customer’s location to retrieve it.

4/2/14: Customer called us to go out to the customer’s location to get a 3 TB external HDD for testing.

4/4/14: Customer called in to say the computer is attached to a 36 inch TV. She would like us to take a look and see if this may be the reason, I informed her we are trying our best to find out the cause of the issues but when we have more information we will let her know.

4/11/14: The tune up on the computer is done the tech writes in the notes: “It’s running good here. I ran a speed test on the wifi, it is very good. Files and things are opening as quick as they should. I would call this complete.”

4/11/14: We book an appointment to return the computer. We are told customer will not pay until it's set up in her home and working. Amount due: Adv Tune up $229.

4/16/14: Customer called stating that after the computer was returned. After 15 minutes of use the computer locked up again. She would like nerds back on site to resolve error. Scheduled call back under 30-day work guarantee.

4/18/14: We arrive at the customer’s location and determine after our adv. tuneup, services were automatically turning off. We took the machine back to our shop for further diagnostics. No charge, warranty work.

4/18/14: At the shop we determine the pc is infected.

4/21/14: We call customer and explain the computer is infected. We recommend reformatting the computer and reinstalling the operating system. Our cost for this is $229, we apply the amount already paid toward this solution. In addition we quote $129 for a backup of the data on the machine.

4/21/14: A manager looks over the account and credits the customer the $129 back up.

4/24/14: Customer called @ 8:50am for an update. We inform her Windows is installed and we are working on programs, updates, and moving the data. We expect to return the computer today or early tomorrow.

4/25/14: We return the computer to the customer’s location.

4/28/14: Customer calls in to say the computer is freezing again. We send a tech out to pick up computer for diagnostics.

4/28/14: Our diagnosis of the Seagate hard drive finishes. We determine the hard drive failed the test. Stopped at 23% with over 300,000 warnings and 500 errors.

4/29/14: At the shop, the tech determines the computer is slow and rebooting itself. We run several programs and find several infections. We remove the infections and PC stopped auto-rebooting. We run a full tune-up on the PC.

4/29/14: When we call the customer to schedule the return of the computer she states she does not want the machine returned until everything is set to go. We wait for the diagnostics to come back on the the Seagate hard drive before we schedule an appointment.

5/05/14: Customer calls to say she does not believe that she should be able to get virus's when she is downloading movies and music. She says she has Norton. Our tech calls the customer back and writes in the notes, “I had a discussion with the customer and she is aware that this is due to her son's computer habits. She knows that this is the last time that we will come out to fix the computer and she will talk to her son about torrenting.” The computer keeps getting reinfected. After three follow up visits we explain to the customer the websites being visited and the downloads that are happening on the computer are the root cause of the problem. We explain we will no longer be able to continue to work on the computer onsite, however we can and will continue to remove any infections as they come up with the online support plan.

5/5/14: We speak to the customer about the Seagate hard drive. The data is un-recoverable, we offer to send it to TDRC for $69 shipping and anywhere between $600-$2000+/- for work. Customer stated that she will just get him a new hard drive.

5/6/14: The tune up is completed. We schedule a return appointment.

5/8/14: We returned the pc and determine the wireless network is not working. We take the machine back to our shop to find the cause.

5/8/14 Technical support from Windsor El Camino contacted us about the computer that we picked up. They asked if their network could have caused the issue with computer. Laurie is saying that their network is what corrupted the computer. We contacted our tech and he said he only picked up the computer and saw no indication their network was the cause the of computer issues. They will call back at a later date when they have more details or when they have more questions.

5/8/14: While onsite, the pc was unable to connect to wifi networks, both on pci wifi card and usb antenna. At the shop, the PC is connecting perfectly, we need to do further diagnostics on the USB antennae.

5/14/14: We schedule an appointment to retrieve the USB antennae.

5/15/14: With testing and moving around the Wifi USB Adapter we found the issue. The USB wire was loose and losing the connection on the USB Wifi Adapter and they were losing internet. We secure the wires inside to prevent this issue in the future.

5/16/14: Computer is ready to be returned. Customer asked us to wait because son is in the hospital, customer will call us when we can return.

5/27/14 Customer called to say that her son's computer won't even turn on now, and she would like us to come take another look. $29 onsite charge collected. I let the customer know that any work unrelated to the tuneup previously performed would be an additional charge. Customer says she is under the impression that she has paid more than the initial $29 onsite charge and the $229 advanced tuneup.

5/27/14: at the appointment the tech notices the system suffered a power loss and corrupted the voice control profile data. Our solution is to restore the user profile through software utilities. We charge $129 for a software configuration of Dragon.

5/29/14: Customer calls to say the computer will not play Blu-ray disks. We schedule an appointment to send a tech out to find the cause.

5/30/14: At the appointment we Install blu-ray software to play blu-ray disks. We perform the work under warranty.

6/2/14: Customer called in to tell us the mouse does not move, Dragon does not open, and would like us to check to see if there are other problems and find out why it was not working.

6/02/14: At the appointment we determine the mouse no longer functions and needs to be replaced.

6/3/14: Customer used online support for help with Dragon Voice recognition software.

6/4/14: Online support determines both profiles in Dragon were created very recently. We need to find out if there are any older ones, or if it would be ok to just start from scratch.

6/5/14: Online support restores the [redacted] profile from June 1st. When the profile is selected the software started working.

6/9/14: Customer uses online support and says there is no sound coming through HDMI to old TV and the internet is slow. Online support checks that sound output was through HDMI, confirmed it was set right, but still no sound to TV. The customer states the Internet is slow, the computer is on a 5.5MB connection on public wifi. There is no way to speed up the internet connection.

06/09/14: Online support runs a tuneup, we turn off bittorrent.

06/09/14: Customer contacts online support, the customer says they can't access son's yahoo account. Yahoo shows that the account doesn't exist. Online support advised them to contact Yahoo if they were sure that they were entering the right account.

06/09/14: Customer contacts online support. Customer says there is no audio coming through the headset. Online support manually sets the wireless headset as the default playback device. Customer wanted to know how to change it back if he didn't want to use the headset.

Customer states the computer will not switch the audio from speakers to headset automatically when the headset is unplugged. Online support said they'd look into it, but she did not want to continue, and asked if she could contact us tomorrow.

7/7/14: Called customer to renew online service plan customer stated "Absolutely not.” She stated that we never fixed the computer and she is having another company work on the computer.

Review: My wife and I have computer problems and we called nerds On call and talk to Nerds on the Phone about what going on with our Computer. nerds said ok and took the order over the phone along with my credit card number and nerds on call said they would send a Gentlemen out by the name of [redacted] and nerds on call said [redacted] would be out to our home between 3 & 5 PM Today ( 12-4-2013 ) [redacted] showed up at our home. the problem is he did not do what we order. the work he did was just a tune up. he did not fix our internet Explorer or clean the computer off and reinstall the computer windows. He just did a tune up and charge us $258. Dollars. We called nerds on call today 12-5-2013 and told them what happen and we would like a refund of our money. They said No refund and they would take our computer in and try to fix it. My wife and I said no because we do not trust your service now. The gentlemen we talk to on the phone said it would be $179. more on top of the $258 that we already paid. I said what ? More money I have to pay. The gentlemen said he could wave that extra $179. for the mixed up. my wife and I just want out money back. we want a refund.Desired Settlement: DesiredSettlementID: Refund

We want a full refund.

Business

Response:

On December 4th the customer called us and said their computer boots to a black screen plus a cursor most of the time. Sometimes it boots all the way up. They also said that Internet explorer stops responding once it's open. Our technician determined the best fix for the computer would be a tune up. We sent another tech out to their home and performed the tune up which took about two hours.

The next day the customer called and said they didn't want a tune up, but wanted us to reinstall windows. We apologized for the misunderstanding and offered to come back out to their home and pick up their machine and do the work they wanted. They said they didn't want us to do that, and wanted a refund instead.

We refuse to simply issue a refund to this customer and leave them with a computer repair they aren't satisfied with. We have offered to issue a refund, but only if they allow us to fix their computer to their specifications.

Consumer

Response:

NO YOU CAN GIVIE A REFUND WITH OUT FIXING MY COMPUTER. YOU GUYS AT NERDS ON CALL HAVE BEEN STALLING ME ON A REFUND SINCE 12-04-2013 AND IT'S GETTING OLD. THE NEXT STEP MIGHT BE COURT OR MAKING A FEW CALLS TO THE TV NEWS. THIS IS NOT A THREAT THIS IS JUST SAYING WHAT I MIGHT DO NEXT. NOW FOR THE LAST TIME I WANT A FULL REFUND OF $258.00 DOLLAR

Review: THE NERDS ON CALL.INC HAS CHARGED MY CREDIT CARD WITHOUT MY PERMISSION AND AUTHRIZATION FOR$25.00 FOR JANUARY AND FEBRUARY 2014 DESPITE MY TELEPHONE CALL TO THEIR 800 NUMBERS AND TALKING TO THEIRE CUSTOMER SERVISE AND MANAGER ON FEBRUARY 3RD AS SOON AS I DISCOVERD UNAUTHORIZED CHARGES.I ONLY USES THEIR SEVICES ONCE ON 10/24/13 FOR MY COMPUTER REPAIRE.WHEN I CONTACTED THEM ON FEBRUARY THEY SAID THEY ARE SORRY AND IT WAS A MISTAKE AND THEY REFUNDED ME $25.00.BUT THEY CONTINUE TO CHARGE MY VISA CREDIT CARD AGAIN FOR FEBRUARY 2014.I CALLED AGAIN ON 3/31/14 AND COMPLAIND ABOUT THE UNUTHORIZED CHARCHES AND TOLLED THEM THEY ARE COMITING A FROUD AND WHY THEY ARE CHARCHING ME.THEY REFUSED TO REFOUND OR GIVE ME CREDIT BACK THE $25.00 TO MY CREDIT.IN MY OPINION THIS COMPANY IS DISHONEST AND IS A DANGER TO PUBLIC.IT IS NOT THE MATTER OF $25.00 IT IS THE PRINCIPAL OF MOLALITY AND HONESTHY IN BUSNESS THAT I AM FILLING THIS COMPLAINTS.PLEASE INVESTIGATE TO PROTECT THE PUBLIC FOR THIS KIND OF DECEBTIONS.Desired Settlement: THEY MUST GIVE $25.00 CREDIT TO MY VISA CREDIT ACCOUNT AND PROMISS THAT THEY WILL NEVER CHARGE CUSTOMERS CREDIT CARD WITHOUT AUTHRIZATION AND WHEN CUSTOMER CANCEELS THE SERVICES BY PHONE THEY DO IT AND DONT ACT DISHONEST/ALSO THEY MUST APPOLOGIZE FROM ME AND TELL ME THEY ARE VERY SORRY FOR THEIR FRAUDULENT BEHAVIOUR AND Revdex.com KEEPS A RECORD ON THEM AND PUT IT ON THEIR PEOPLES REVIEW OF THEIR BUSINESS.THANK YOU.

Business

Response:

Thank you for providing me with this information. It is my intention to reach the best possible outcome for both of us in this interaction.

You’re right we did charge your credit card in January and February. I see from the notes in your account you were charged on January 23rd and February 22nd for the Online Service Plan.

You’re right you did call us to cancel the plan. I show you called us on March 3rd at 10:53 am. You spoke to one of our customer service representatives. The notes from the call show you asked for a refund of $25 for the Online Service Plan. We cancelled the plan and refunded you $25.

You’re right, you did use our service on October 24, 2013 to repair your computer. On October 22nd you called us because your computer wasn’t working. We sent one of our nerds to your home, we picked up your computer, brought it back to our shop and ran diagnostics on it. On October 23rd Brandon, one of our customer service representatives spoke to you about your computer repair. He explained what was wrong, and suggested an Advanced Computer Tune Up. Our Advanced Computer Tune Up includes 90days of our online support plan after the first 90days it renews for $25 a month for as long you you like. Brandon would have explained this during the purchase. On October 24th one of our nerds came to your home, returned your repaired computer and had you sign a receipt. The receipt stated, “Online Support is covered until Jan 23, 2014. The plan will automatically renew after this date,” in the main body of the receipt. It also stated just above the signature line, “I hereby authorize Nerds On Call, Inc. to charge my credit card for enrollment into the Nerds On Call Service Plan. I agree that this periodic charge of $25 will be made once a month starting on Jan 23, 2014 and that to terminate the recurring billing process I must either call 1-800-919-NERD(6373) or email [email protected] to cancel my service plan.”

On December 13th at 10:52am you used your Online Support plan. You wrote in your chat: “i tried to run spy-bot to scan then I asked to fix several problem.spy-bot did not allow me to fix it.also when I want to listen to GLWIZ.COM WHICH IS AN IRANIAN ON LINE RADO-TV STATIONS THERE IS NO RESPONSE.also many sdvertisment appears when I go to google search.I have another computer next to this one I have no problem please help.thanks.john mahmoudi.” Our nerds helped you fix the issues.

On December 16th Bryan called to see if you were satisfied with your recent interaction with our support team. During the call Bryan mentioned your Online Service Plan would renew on January 23rd. You asked him to email you information about the plan. You said you would call him back after you reviewed the information.

You’re right you called in on March 31st and spoke to one of our customer service managers. On the call he explained we refunded you $25 for February’s renewal.

It makes sense, if a company charged my card without my authorization, I’d want them to credit my account and promise to never charge customer’s credit cards without authorization. If I canceled the service by phone, I’d want them to do it, and not continue to charge me, and not act dishonest. I’d also want them to apologize to me and tell me they are very sorry for their fraudulent behavior.

On March 3rd, when you called into cancel your plan, this was the first indication you wanted it canceled. We canceled your plan, and refunded you for the payment that occurred on February 23rd. Our notes from the call say, “I explained to him that Bryan emailed him options and that he never contacted us to cancel. Customer stated that he never contacted us because he didn't want to renew.” As soon as you told us you wanted it canceled, we did. We even refunded the entire month’s charge of $25 even though we were nine days into the month. We thought refunding you was the best choice to main you as a customer.

We have offered to give you a few free months of the service plan for you to take advantage of the plan and we gave you a refund for February’s renewal. Like I stated in the beginning I am looking for us both to get the best possible outcome from this interaction. I understand that your best possible outcome would be to receive another refund for $25. It is our best possible outcome to receive payment for the service plan. Our compromise was to give you a few months of the plan to satisfy you as a customer. Please let me know what other solutions you’d like us to consider.

Consumer

Response:

I am rejecting this response because:they are very right that on December 16th 2013 [redacted] called me and mentioned to me about renewal of online service plan.I told him I don't need the plan and please cancel it and furthermore I explained to him I have already have a computer service plan with PRIME CLINICAL for all my computer and I pay yearly fee for that and that is why I don't need your plan. [redacted] like all salesman tried hard to convince me to change my mind and accept his paln.at this point in order to get rid of him I said you can e-mail me I may consider it but at this time I don't need your plan good bye!!.so I thought they leave me alone and is end of the story.I never read their e-mail and never responded to their e-mail and that means in amercan culture when someone doesn't respond to your call or e-mail it means I am not interested period.in conclusion I don't need their offer of few months service I want $25.00 refund to me by crediting my card or send me a check.I do have excellent service plan with prime clinical.I also don't trust them anymore. Dr [redacted].

Sincerely,

[redacted].md

Business

Response:

Thank you for taking the time to provide me with more information. It makes perfect sense to me that if I were to speak to someone and told them I don’t need the Online Service Plan and to cancel it, and that I already had a plan with Prime Clinical I would have expected the plan to be canceled. It also makes sense that if I got an email and didn’t respond to it, that I would expect it to mean that I am not interested.

My intention is to find the best possible outcome for both you and us. I understand your goal is to be refunded $25. My goal is to keep the $25. On October 24th, the service we provided included 90days of our online service plan. When those 90days ended it renewed for $25. 30days later it renewed again. When we were asked, on March 3rd, to cancel your plan, we cancelled it. When we were asked to refund the unused month of the service plan, we issued a refund. The only option available, now, is to give you 3 free months of the service plan.

Consumer

Response:

I am rejecting this response because first of all; The only option that they offer is deceptive. It is amazing that they say, "It makes perfect sense, that I spoke to them and told them I don't need their online service plan and I cancelled the plan on December 16, 2013 during my 90 day free service!" What more should I have done? If their policy was a telephone call to them prior to the end of the 90 day period to cancel. If that is an accepted action to cancel then it makes no sense whatsoever that they are now so stubborn, unreasonable, irrational and illogical to say we will not refund your $25.00. I do not want their offer of three month free online service. The reason I have called them in February and March 2014 was because I discovered an unauthorized $25.00 charge to my credit card. It was not to cancel the plan because I have already spoken with Brian on December 16, 2013 during my 90 day free service. So they credited $25.00 back to my account and again when I received my credit card billing for the next month I discovered they did it again! They charged my credit card for another $25.00. Therefore their argument "Don't hold any water" in a court of law as your first paragraph of your statement clearly admits that they are at fault and guilty. In conclusion they must refund $25.00 to my credit card or send me a check in the amount of $25.00.

Sincerely,

[redacted].md

Business

Response:

Thank you for providing me with more information. When I read your message it was clear to me I failed to communicate effectively. I wrote:

“It makes perfect sense to me that if I were to speak to someone and told them I don’t need the Online Service Plan and to cancel it, and that I already had a plan with Prime Clinical I would have expected the plan to be canceled. It also makes sense that if I got an email and didn’t respond to it, that I would expect it to mean that I am not interested.”

In the above statement I was agreeing that had I performed the actions you described, I would have expected the same result as you did. In this case if I had called to cancel, I would have expected to have the plan cancelled. I further agree that if I was under the impression that not responding to an email was the same as canceling I would have expected the account to be cancelled. I am agreeing with the truth of your statements, but not necessarily that what you’re saying is true.

When you spoke to [redacted], the instruction he was given was to send you information about the service plan. The next time we received instruction from you was on March 3rd when you asked us to cancel the plan and issue a refund for the one unused month.