PC-Helpers Computer Services, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My original complaint is still my position. Even though I lost $due to issues that came up as a result of PC Helpers visit - At this time, I will accept full and complete resolution of my complaint - a full refund of the $charged to meI have used PC Helpers before-a few years ago with no issues, however, this visit was 'catastrophic' to my computer. I am a 'layman' and not a computer expert and I don't want something for nothing, but I do not want to pay for service that actually resulted in my computer's compete shutdown and cost me dearly to recover it. PC Helpers offer to support me by telephone - is too little and too late I had my computer fixed two weeks later at a significant cost to me Why didn't the technician offer the support when I called? Why didn't the main office (***) even take the time to call me then, and offer the additional support? I never heard anything from the main office until now. I believe that PC Helpers is making a big mistake if they can not resolve this - they would not be representing business practices that are robust and fair to the customer I plan on taking this issue to TV channels if a fair resolution can not be made. Regarding the infamous satisfaction survey - that was filled out well before the tech left - I had no idea that anything would go wrong after he left...boy was I wrong
Regards,
*** ***

Thank you for sending me the information on this issue and I would like to apologies for the amount of time that it has taken to get a response After speaking with my tech the situation at hand was that he went to call the office to give an update while one of the longer scanning programs ran
to detect viruses This is standard procedure for my guys if they find a couple minutes to check in with the office while a scanner is running we encourage it Though Mr*** finds an issue with this, the scans that we run are essential to our service and are the main tools used to identify and remove infections Even with my tech not making that phone call Mr*** would have incurred the same charges for our service Also when my technicians leave a clients locations we have our clients “test drive” the computer and also sign off that they are satisfied with the work, there is also a section stating that the “virus” issues was addressed To help get this resolved a quickly and painlessly as possible we are willing to offer Mr*** a free remote support session to address any issues that he may still have that we can address remotely (software, virus, adware, malware, etc.) The only thing he will need on his side is the ability to access logmein123.com and from there we will be able to help him, though if he is not able to access the internet we can send someone out to at least get it to where it can be addressed remotely and we will resolve it from therePlease let me know how he would like to proceed and we will get on to it promptly. Thank you again! *** ***Office Manager

Dear Revdex.com and Mr***,When our technician left the clients location, the paperwork showed the PC in a working condition and that the customer signed off and approved of the work and charges In response to the PC being reinfected by virus's: PC can not infect themselves with a virus, there must be some user interaction that causes the infection This could be do to any number of items, this is why PC Helpers does not warranty software fixesWhen our technician left the clients premises the computer was clear of Virus'sAny reinfections of the PC were due to user interaction which we can not dictate, so thus we can not guarantee that the PC will stay free and clear of virus's and other malicious software.The best analogy that I can come up with to bring this into perspective is: say you took a vehicle off roading and you broke the drive line of the vehicle, you send it to a mechanic to fix the issueThe next day after the vehicle is fixed you take it back off roading and break the drive line again, you wouldn't send the vehicle back demanding they fix it after you caused the damage, claiming faulty workAs to the cost of the Microsoft office suite, if Mr *** had bought the software before he should have all the documentation for a re-install without needing to repurchase the software.Below is the full disclaimer explaining in more detail what is stated above, this is at the bottom of a confirmation check list, which was signed by Mr***, it also has his initials next to two lines, the first stating "Customer PERSONALLY Turned on and shutdown PC Correctly", the second line states "Customer PERSONALLY used computer with NO problems"(see attached).* Please note, due to the possibility of end-user error, viruses, etc., PC-Helpers Computer Services, Inc., does NOT warranty/guarantee services/software repairs -AND- PC-Helpers Computer Services, Inc., does NOT warranty/guarantee any services and/or part/hardware purchases if customer does NOT use proper ‘surge protector’ as identified above -AND- by signing above, I, (customer), confirm and agree that my Computer and ALL of my Programs, Hardware and ALL listed items above have been corrected, tested and are working correctly to my satisfaction.Attached is also a copy of the invoice which states roughly the same thing.All of that being stated, the original offer still stand of a free remote service session to address any issues Mr*** may still be having Sincerely,*** ***PC Helpers Computer Services Inc.###-###-####

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Summary:  PC Helpers tech visit resulted in existing virus removed, however, the day after tech worked on it, other virus's shut down my computer to the extent that it was inoperable. In addition to the $149 that I paid PC Helpers, it cost me $200 for recovery fees and $129 for new Student Home and Office program replacement for a total of $478 to get my computer back to running condition. $478 is now the amount that it cost me and that is the amount that I want from PC Helpers.Regarding the 'satisfaction survey' - that was filled out right before the tech was leaving and the computer seemed to be OK. However, the next day, the computer was flooded with other virus's and became inoperable with the week. I contacted PC Helpers on the following Monday and the tech offered no help.  I contacted the main office and they did not return my call, so I contacted the Revdex.com.  Regarding the 1/2 hour the tech spent in my front yard, he add started the virus scan and then went into front yard and didn't return for several minutes - the virus scan he had installed was running for the next 24 hours - so it's my feeling that that last 1/2 hour should not have been charged the the customer.Regards,[redacted]

Dear Revdex.com and Mr. [redacted],The charges will not be refunded nor will the offer be changed.  We can not be held responsible for a users actions after the fact of our tech fixing the issue, and the customer both acknowledged that fact in his original complaint and signed a statement that also confirms this.  To quote Mr. [redacted] directly, "The tech removed some virus's, however, after he left, within a day or two..." I have to again refer back to the vehicle analogy, and state again that Mr. [redacted]'s actions, after our technician was there, are the Direct and sole cause for the reinfection of his computer with malicious software.  Even the mechanic, in the proposed scenario, would not refund any part of the service for the vehicle.What the main issue has been, is that Mr. [redacted] was unhappy being charged while my technician took a phone call.  Mr [redacted] was informed on how we bill, we bill a one hour minimum then in half hour increments after that.  My technician was on location for 1 hour 15 min at the PC, 1 hour and 30 min in total on location, so again the same charges would apply.  The Revdex.com would not even consider this complaint if something along the lines of the vehicle analogy had taken place, since a direct causal link to the "damage" can be shown on the part of the end user as is also the case here.Thank you and have a great day,[redacted]PC-Helpers Computer Services Inc.

Thank you for sending me the information on this issue and I would like to apologies for the amount of time that it has taken to get a response.  After speaking with my tech the situation at hand was that he went to call the office to give an update while one of the longer scanning programs ran...

to detect viruses.  This is standard procedure for my guys if they find a couple minutes to check in with the office while a scanner is running we encourage it.  Though Mr. [redacted] finds an issue with this, the scans that we run are essential to our service and are the main tools used to identify and remove infections.  Even with my tech not making that phone call Mr. [redacted] would have incurred the same charges for our service.  Also when my technicians leave a clients locations we have our clients “test drive” the computer and also sign off that they are satisfied with the work, there is also a section stating that the “virus” issues was addressed.  To help get this resolved a quickly and painlessly as possible we are willing to offer Mr. [redacted] a free remote support session to address any issues that he may still have that we can address remotely (software, virus, adware, malware, etc.).  The only thing he will need on his side is the ability to access logmein123.com and from there we will be able to help him, though if he is not able to access the internet we can send someone out to at least get it to where it can be addressed remotely and we will resolve it from there. Please let me know how he would like to proceed and we will get on to it promptly. Thank you again! [redacted]Office Manager

This complaint is frivolous! This customer was informed in advance and at the end of our services what we charge and what form of payment we accept - he agreed.

What he did 'not' tell us until the end of our services is that he had NO form of payment because his credit card number was...

compromised and call him every Friday until he gets a new credit card. (It only takes most people 3-5 days). As our witnesses can/will collaborate that this customer used/tested his computer 'before' we left and was very satisfied as confirmed by his many signatures, initials, and excellent ratings of our/his services. [redacted], (our Office Manager), even called this customer the next day and he was still very satisfied - other than calling him every Friday to get paid, until now, we did NOT hear from him until he contacted you.

There 'are' consumers that "scam" companies and do not pay for stolen services and/or products > this customer definitely a "scammer" as he is trying to "scam" the Revdex.com as well.

We will NOT work with this customer until we are paid in full - however, we are sending him to our collection service... guaranteed!

Sincerely,

Owner, President, and CEO

PC-Helpers, Inc.

www.pc-helper.com

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Provide details of why you are not satisfied with this resolution.PC-Helpers refused to accept my payment offer and,in addition their so called totally inept completely incompetent pathetic excuse for computer repair tech made the problem even worse,so therefore I totally reject this pack of lies by PC-Helpers. And,additionally will if necessary proceed with whatever other legal recourse available to be,up to and including retaining and filing a massive civil damage lawsuit against PC-Helpers and want to additionally point out that

this phony rip off outfit PC-helpers claims "No recovery -No Charge" and that PC-Helpers even did so much additional damage to the aforesaid personal computer that we had to replace it with a different PC from another company,and which costs will be added into our massive class action civil damage law suit against these PC-Helpers Rip Off Artists,right along with even further legal actions as necessary for their slander and libel against me,as well. However once again it is abundantly clear that our so-called  local Revdex.com office is more concerned with protecting this totally incompetent company-PC Helpers then in seeking to fairly and imparitially resolve this matter.  Therefore we will contact our [redacted] and the [redacted] and file additional legal actions as necessary.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My original complaint is still my position.  Even though I lost $478 due to issues that came up as a result of PC Helpers visit - At this time, I will accept full and complete resolution of my complaint - a full refund of the $148 charged to me. I have used PC Helpers before-a few years ago with no issues, however, this visit was 'catastrophic' to my computer. I am a 'layman' and not a computer expert and I don't want something for nothing, but I do not want to pay for service that actually resulted in my computer's compete shutdown and cost me dearly to recover it.  PC Helpers offer to support me by telephone - is too little and too late.  I had my computer fixed two weeks later at a significant cost to me.  Why didn't the technician offer the support when I called?  Why didn't the main office ([redacted]) even take the time to call me then, and offer the additional support?  I never heard anything from the main office until now.  I believe that PC Helpers is making a big mistake if they can not resolve this - they would not be representing business practices that are robust and fair to the customer.  I plan on taking this issue to TV channels if a fair resolution can not be made. Regarding the infamous satisfaction survey - that was filled out well before the tech left - I had no idea that anything would go wrong after he left...boy was I wrong.

Regards,

Thank you for the reminder – I am writing this from the hospital, and since I have no way of investigating this case, the only reason we would have asked, (not demanded), $105 is if the computers were altered from their original delivery configuration and/or they experienced a virus which should be...

recorded on their sales invoice. I just paid $400 to renew my membership and hope you don’t suspend my company because I am in the hospital and have no access to files since March 24, 2014. But, I should hopefully be home in a couple of days and will respond accordingly. Mr. [redacted] is a good customer of ours and hate to loose him – we may just reimburse him the $105, (whether we are guilty or not), as a way of saying, “thank you”, for being such a long time good customer :-)

 

Keep in mind that as ALL computer manufacturers do, we ONLY warranty hardware – NOT software, (we did not create the software). Feel free to contact [redacted]. **, [redacted], etc., and they will tell you the same. Also, ask Mr. [redacted] to read his signed purchase agreement which clearly defines what we do warranty and what we don’t.

 

At this time, I have no one else who can review Mr. [redacted]’s service visit, and [redacted] is no longer with us.

 

Sincerely,

 [redacted],

President/CEO,

PC-Helpers, Inc.

Problem 1: Customer did have a disk read error on his pc. The technician did all proper diagnostics on hardware. Multiple settings were reset and PC was functioning well thereafter. The tech not only tested the Hard Drive's health status, but he also cleaned out the customer’s...

computer, checked for viruses, registry errors, etc...The customer’s computer was running excellent and got all scans and utilities done under the hour (Pc is running normal and operating speed was normal). Customer said, "But he never restarted or shut down the computer to see if the "error" was still there ", the customer was wrong. The technician restarted the computer MULTIPLE times to make sure the error message had gone away. The technician also talked with the customer over the phone and asked the customer why he said the tech never rebooted the PC, his response was, "When you were working here, I don't know anything about computers, honestly I don't know what you were doing." Customer admits that he is computer illiterate, and he admits that he was wrong about the computer not being shut down. It is due to the customer’s computer knowledge that he thinks his computer was not shut down multiple times, he admitted that. Problem 2: Yes, the technician was done in about 35 minutes however; the customer also knows that PC-Helpers charge a minimum of 1 Hour. That is the same for all customers; it doesn't matter if the technician is there for 1 hour, or 15 minutes. The customers are made aware of this before booking the appointment. This customer is a repeat customer, so he knows our procedures. The tech also asked the customer if there was anything else that he wanted done, and he had no further work that had to be done. In conclusion to problem 2, the customer was not overcharged, but charged the regular rate that every customer gets charged. Problem 3: As for the error messages reappearing, if they would have reappeared while the tech was there, even after diagnosing the Hard drive, and cleaning up the computer for best performance, he would have recommended a new hard drive. The error message never appeared again while the technician was on-site. The technician made sure, while he was there, that the message was gone and everything was running excellent (Restarted customer's PC at least 4 times to show customer that the error message was gone). The customer did call the office and notify the dispatcher what had happened, the tech then soon after called the customer to try and resolve the issue over the phone, as a courtesy, to save the customer a service call. Customer RUDELY declined the help of the technician, and said he would get another company to look at the computer. The technician did stick up for himself saying he did NOTHING wrong, which is true. He ran all proper diagnostic tools and the PC was running GREAT while tech was on-site. Since we now know that he may have a bad Hard Drive , ignoring the diagnostic results because they can sometimes be wrong ,PC-Helpers would have to, come back and install a new hard drive, backup customer's data (If he wanted it), and reinstall windows. The technician told him it would be roughly a 1.5 - 2 hour job; and considering the age of the computer, and the cost of the hard drive,  the technician had recommended that the customer should probably get a new computer (Not necessarily through PC-Helpers.) The customer agreed with the technician. PC-Helpers would have offered a 5% courtesy discount for the customer, but customer had declined any further service to get his computer repaired. The technician never said the customer would end up spending more money by going with another company, it was never mentioned at any time during the conversation. The technician was only trying to help the customer resolve the issue over the phone before going to the customer's home for a service call. The technician also let the customerknow that the hard drive could possibly be going bad since the error has returned. As for the customer thinking the technician did not do his job properly, he DID. He diagnosed the hard drive as being HEALTHY, as per the software PC-Helpers uses, and as per the built in windows disk management utility. There is no way for the technician to know for sure if the hard drive is failing. As stated before, he cleaned up the PC, scanned it for viruses / malware, AND rebooted the computer multiple times (at least 4 times). So while the tech was there, the computer was running excellent. The issue appears to be more severe than originally thought. If the tech would have received the errors while on-site, after the optimization of the computer, and after the hard drive diagnostics, the tech would have offered to replace the hard drive. The error never came back while tech was on site. Again, this is not the tech's fault. I can see why the customer would be upset, because in his eyes it looks as if the tech did nothing. However, he did in fact check his hard drive, clean out PC, and even offer a FREE anti-virus that he would install for the customer. As for the remark, "This technician did not bother to check to make sure that the problem was in fact fixed. He was focused on other technicalities that may not have really mattered, I would not know." As mentioned earlier, the technician made sure by shutting down the customer's PC multiple times, AND by checking the health of his hard drive. It's due to the customer’s lack of knowledge on computers, which he openly admits, that he thinks the tech did not do his job properly. If the customer is illiterate, then how can he say anything about any of the work that has been done on his computer when it comes to procedures, and technical issues? That's like telling a doctor you’re doing your job wrong when you think he is feeling you in the wrong place; when in fact the doctor is right. Or that a car mechanic is doing his job wrong, or so the customer thinks, and something else goes wrong with the car. A customer should not be able to judge a tech's skills when it comes to the technological side / diagnostics of computers, because they don't understand what it all involves. If the customer thinks he knows so much, he should be able to fix it on his own. If he thinks the technician didn't check something, then perhaps he should go ahead and do the checks that he thinks the tech didn't do.  In conclusion: PC-Helpers have tried to satisfy this customer by offering a courtesy over the phone solution, but the customer had declined. We also offered to come back and replace the hard drive, and re-install windows, but customer was stubborn and declined any further assistance. The tech did all the necessary procedures correctly. The PC was restarted MULTIPLE times, and the customer’s lack of knowledge on computers, was the reason why he thinks the PC was not shut down. The customer said his knowledge on computers is not very good, which is why customers rely on us to make these decisions. That is why we offered to come back and replace the hard drive. The tech was even honest with the customer and said that considering the age of the PC, it was almost not worth getting the hard drive replaced, but still offered that service if the customer wanted it.  The customer will not be refunded, for the technician went to his home, did his job, and everything was working EXCELLENT.

Dear Revdex.com and Mr. [redacted],The charges will not be refunded nor will the offer be changed.  We can not be held responsible for a users actions after the fact of our tech fixing the issue, and the customer both acknowledged that fact in his original complaint and signed a statement that also confirms this.  To quote Mr. [redacted] directly, "The tech removed some virus's, however, after he left, within a day or two..." I have to again refer back to the vehicle analogy, and state again that Mr. [redacted]'s actions, after our technician was there, are the Direct and sole cause for the reinfection of his computer with malicious software.  Even the mechanic, in the proposed scenario, would not refund any part of the service for the vehicle.What the main issue has been, is that Mr. [redacted] was unhappy being charged while my technician took a phone call.  Mr [redacted] was informed on how we bill, we bill a one hour minimum then in half hour increments after that.  My technician was on location for 1 hour 15 min at the PC, 1 hour and 30 min in total on location, so again the same charges would apply.  The Revdex.com would not even consider this complaint if something along the lines of the vehicle analogy had taken place, since a direct causal link to the "damage" can be shown on the part of the end user as is also the case here.Thank you and have a great day,[redacted]PC-Helpers Computer Services Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Summary:  PC Helpers tech visit resulted in existing virus removed, however, the day after tech worked on it, other virus's shut down my computer to the extent that it was inoperable. In addition to the $149 that I paid PC Helpers, it cost me $200 for recovery fees and $129 for new Student Home and Office program replacement for a total of $478 to get my computer back to running condition. $478 is now the amount that it cost me and that is the amount that I want from PC Helpers.Regarding the 'satisfaction survey' - that was filled out right before the tech was leaving and the computer seemed to be OK. However, the next day, the computer was flooded with other virus's and became inoperable with the week. I contacted PC Helpers on the following Monday and the tech offered no help.  I contacted the main office and they did not return my call, so I contacted the Revdex.com.  Regarding the 1/2 hour the tech spent in my front yard, he add started the virus scan and then went into front yard and didn't return for several minutes - the virus scan he had installed was running for the next 24 hours - so it's my feeling that that last 1/2 hour should not have been charged the the customer.Regards,[redacted]

Dear Revdex.com and Mr. [redacted],When our technician left the clients location, the paperwork showed the PC in a working condition and that the customer signed off and approved of the work and charges.  In response to the PC being reinfected by virus's: PC can not infect themselves with a virus, there must be some user interaction that causes the infection.  This could be do to any number of items, this is why PC Helpers does not warranty software fixes. When our technician left the clients premises the computer was clear of Virus's. Any reinfections of the PC were due to user interaction which we can not dictate, so thus we can not guarantee that the PC will stay free and clear of virus's and other malicious software.The best analogy that I can come up with to bring this into perspective is: say you took a vehicle off roading and you broke the drive line of the vehicle, you send it to a mechanic to fix the issue. The next day after the vehicle is fixed you take it back off roading and break the drive line again, you wouldn't send the vehicle back demanding they fix it after you caused the damage, claiming faulty work. As to the cost of the Microsoft office suite, if Mr [redacted] had bought the software before he should have all the documentation for a re-install without needing to repurchase the software.Below is the full disclaimer explaining in more detail what is stated above, this is at the bottom of a confirmation check list, which was signed by Mr. [redacted], it also has his initials next to two lines, the first stating "Customer PERSONALLY Turned on and shutdown PC Correctly", the second line states "Customer PERSONALLY used computer with NO problems"(see attached).* Please note, due to the possibility of end-user error, viruses, etc., PC-Helpers Computer Services, Inc., does NOT warranty/guarantee services/software repairs -AND- PC-Helpers Computer Services, Inc., does NOT warranty/guarantee any services and/or part/hardware purchases if customer does NOT use proper ‘surge protector’ as identified above -AND- by signing above, I, (customer), confirm and agree that my Computer and ALL of my Programs, Hardware and ALL listed items above have been corrected, tested and are working correctly to my satisfaction.Attached is also a copy of the invoice which states roughly the same thing.All of that being stated, the original offer still stand of a free remote service session to address any issues Mr. [redacted] may still be having.  Sincerely,[redacted]PC Helpers Computer Services Inc.###-###-####