Newlite Tech Support

Dear [redacted]   Mrs. [redacted] contacted Newlite Technical Services, LLC on September 6, 2016, requesting services to protect and repair any issues on her computer.  After speaking with our technician she purchased our services and signed up for a 2PC-3YR service plan which cost...

$399.95.  She gave us permission to create the sale and signed our Computer Repair and Maintenance Agreement through DocuSign; she also signed our Customer Confirmation Form and the Certification of Completion through DocuSign.  After we repaired her computer we sent her an email with her Customer ID and our contact information.   Once a month we spoke with her to make sure her computer was running fine and she had no new issues.  This is our monthly follow up per the Agreement she signed with Newlite.  We provide yearly service to our customers per our service plan; therefore they can contact us at any time for any reason.   On the second page of our Computer Repair and Maintenance Agreement you will find outlined very clearly our Refund Policy and Cancellation Policy.  We did not receive an email from the [redacted]’s requesting cancellation or refund within the allotted 30 days.  She states she left voice messages on our 800 number several times; however in checking our records we were unable to locate any said messages.  Because we receive many calls daily it is very usual that our customer calls have to wait in our calling queue for an available technician.  If a customer leaves a message we call them back.   When we received the email from Mr. [redacted] on 12 March 2017 02:26 we cancelled their account per the email request.   However, Mrs. [redacted] is stating we owe her a refund of $355.50 for 4 months of service; she is calculating $11.11 per month which equals $44.44.  If you will refer to our Refund Policy and Cancellation Policy on the Agreement she signed it clearly states we have a one time service charge of $99.95 if cancellation is requested within the first 30 days of service.  We spent 2-3 hours repairing her computer and used 3-4 paid tools to remove infections, malwares, and to repair DLL files.  This type of work is worth $150.00 at minimum.  We were able to save her computer and computer data.       Page two May 27, 2017 Revdex.com Serving Delaware Attn:  [redacted] RE:  Customer Concern ID 12156067     Since Mrs. [redacted] signed our Agreement in September 2017 and the email we received was sent in March 2017 this equates to 6 months of service we provided.  She is requesting a refund because as she states “their English is too broken”.   We have cancelled her Account No. 7756412.   According to our policy it is too late to refund the amount Mrs. [redacted] is requesting - $355.50; however we will be happy to refund $200.00 total.  If Mrs. [redacted] would like our company to process a refund of $200.00; please ask her to email us at [redacted] and we will comply.   Newlite Technical Services, LLC has been in business since July 8, 2014, and we have always been and remain a legitimate business.  Our policy is to make sure our customers are completely satisfied.    Thank you for your kind assistance and consideration in this matter.  Have a wonderful day.   Very Truly Yours, [redacted] Newlite Technical Services, LLC General Manager