PC Smart Care- LLC

Initial Business Response /* (1000, 6, 2015/10/03) */
Contact Name and Title: Smartcare LLC
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@pcsmartcare.com
[redacted] called us on Tuesday, September 29, 2015 stating she want's to setup her Netgear WiFi Router as we are Netgear Power Shift...

Partners, we told the customer that there will be a nominal tech fee to fix the problem after agreeing to terms and conditions we fixed the problem and proceeded with the payment. The she again called us on Wednesday, September 30, 2015 stating that she wants her money back. So, we told her that refund will be initiated on the same day and will reflect in her account in 7-10 business days. We initiated the refund on the same day as promised. Now after all the efforts given in this case still we have received this complaint which is quite ironic. We hope your organization and [redacted] understands how delicately her every request have been treated. We delivered everything we promised.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem was not fixed as they stated. They told me before they ended the call that it would be a few minutes which turned into hours of nothing happening. It was not until 3 calls later to them and the having to let them know I filed a complaint that they agree on refunding my money. It turned out that TWC had to come out the following day and replace my router and problem fixed but definitely not by PCSmart!
Final Business Response /* (4000, 10, 2015/10/07) */
[redacted] called us on Tuesday, September 29, 2015 stating she want's to secure and setup her Netgear WiFi Router, we told the customer that there will be a nominal tech fee to fix the problem after agreeing to terms and conditions we fixed the problem and proceeded with the payment.Provided her a new user name and password, connected her devices to WiFi Router too, Once the problem was resolved she was able to acess the internet through her router and was satisfied with the resolution provided to her. Then on Wednesday, September 30, 2015 we got a call from her that she want's her money back as her internet is still slow so we went ahead and refunded her money. Now we got to know through complaint that her Router was faulty, we everything we could do to get the issue rectified and we delivered everything as promised to customer. We have also checked our call records but we couldn't find any missed calls from her. We belive in good customer service that's what we have done in this case. Rest we will leave upto your prestigious organization's verdict.
Thank you.
Final Consumer Response /* (4200, 14, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is incredible how they changed their story from slow internet to setting up my router and connections. There is no need to make up stories just because they offered a service in which I agreed to pay for but weren't able to provide the service they offered me and are obviously upset that they had to refund me my money (30 day guarantee). They should provide a transcript or even better a copy of the recording of the initial call where I stated at the end that my internet was still slow and "[redacted]" told me it would be a few minutes after rushing to end the call. Just because it didn't work for me doesn't mean that it doesn't work for others. However, they should remove the 30 day money back guarantee if it bothers them so much to refund people their money when they don't actually give you the results they offered. It is not my intent to place a permanent negative review on the Revdex.com. I had a problem ,I contacted them,and due to that after I mentioned to their supervisor I had done so they then decided to agree to the refund. There is no reason to make up stories and taint your reputation even more. I am satisfied with the result from the complaint, what the Revdex.com does with it is up to their discretion. Thank you Revdex.com for your assistance in this matter.