RadMinTec Inc

RadMinsec Inc. (DBA-SpeakToTech) has received the above referenced customer complaint and appreciates the opportunity to respond. Being a third party independent technical support company, it’s our job to help the customers with the computer issues and at the same time, we do not lose our focus on...

the key responsibilities of an organisation towards the customers.As per the customer complaint reported by Revdex.com (Revdex.com) on July 06, 2015, our customer named [redacted] pointed out that we misbranded ourselves as ** and made his computer non-functional which is incorrect. Below is short summary of the contact:Mr. [redacted] called in with the error (hardware issue) with the computer and was looking for **. Representative straight away provided the ** toll free number and advised customer to contact them for the support. Customer proactively asked if we support softwares and the representative said Yes (THIS PROVES THAT THE CUSTOMER WAS AWARE THAT HE HAS CONTACTED SOMEOTHER COMPANY THEN **). Customer reported an issue with the wireless connectivity of the printer. Representative went through the basic diagnostic like checking if the copier is working, to make sure that the issue is not related to hardware. Representative took the remote access and educated customer about the company and the charges. Customer agreed on a discounted price of USD $75 and the payment was submitted on his own computer wherein “Speak To Tech” is clearly prefixed on the [redacted]. A billing supervisor helped the customer in processing the payment wherein, all the things which were displayed were also read out to ensure complete communication. Customer was also informed about the policies wherein the customer was requested to call us back for the refund if the issue does not get resolve within 7 days. The customer's issue was not resolved due to insufficient time provided by the customer and the only thing worked upon was the printer hence no chances of any hardware issue created by us, moreover, customer originally called with the same issue, when he was referred to **.We could have refunded the amount to the customer, if customer could have given us time, opportunity or could have called for the refund within 7 days (agreed refund policy). Even after 7 days, the refund could have been issued by giving exception to the 7 days refund policy but we were never contacted for the same.As per the desired settlement, we are not in a situation to refund the amount because the transaction has been disputed and till the time, it is not settled, refund cannot be issued. Refunding the amount through any other source is against the Chargeback dispute resolution process and guidelines hence the refund action cannot be taken at this point.RadMinsec Inc. (DBA-SpeakToTech) is a leading independent third party technical support company and provide support over the computers and peripherals throughout the globe. We provide services over any kind of software related issues being email, internet, software installation or uninstallation, viruses, spyware, freezing or not responding, file association, no boot, start-up errors, etc. Our support boundaries limit's our services to hardware, servers and illegal activities.   Radminsec Inc. sincerely regrets any inconvenience faced and ensure going beyond the boundaries to help in resolving customer issues.In case of any further assistance, please contact the below signed person.Yours Sincerely,Dennis W[redacted]Customer Service Manager

: Fri, Sep 18, 2015 at 9:34 AMSubject: Fwd: Complaint ResolvedTo: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Thu, Sep 17, 2015 at 3:33 PMSubject: Complaint ResolvedTo: [email protected]#...

[redacted] Speaktotech credited my account. I consider the issue closed.Thank you for your help [redacted]

: Fri, Sep 18, 2015 at 9:34 AM
sans-serif;">Subject: Fwd: Complaint ResolvedTo: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Thu, Sep 17, 2015 at 3:33 PMSubject: Complaint ResolvedTo: [email protected]
Complaint# [redacted]
 
Speaktotech credited my account. I consider the issue closed.
Thank you for your help
 
[redacted]

RadMinsec Inc. (DBA-SpeakToTech) has received the above referenced customer...

complaint and appreciates the opportunity to respond. Being a third party independent technical support company, it’s our job to help the customers with the computer issues and at the same time, we do not lose our focus on the key responsibilities of an organisation towards the customers.
As per the customer complaint reported by Revdex.com (Revdex.com) on July 06, 2015, our customer named [redacted] pointed out that we misbranded ourselves as ** and made his computer non-functional which is incorrect. Below is short summary of the contact:
Mr. [redacted] called in with the error (hardware issue) with the computer and was looking for **. Representative straight away provided the ** toll free number and advised customer to contact them for the support. Customer proactively asked if we support softwares and the representative said Yes (THIS PROVES THAT THE CUSTOMER WAS AWARE THAT HE HAS CONTACTED SOMEOTHER COMPANY THEN **). Customer reported an issue with the wireless connectivity of the printer. Representative went through the basic diagnostic like checking if the copier is working, to make sure that the issue is not related to hardware. Representative took the remote access and educated customer about the company and the charges. Customer agreed on a discounted price of USD $75 and the payment was submitted on his own computer wherein “Speak To Tech” is clearly prefixed on the [redacted]. A billing supervisor helped the customer in processing the payment wherein, all the things which were displayed were also read out to ensure complete communication. Customer was also informed about the policies wherein the customer was requested to call us back for the refund if the issue does not get resolve within 7 days. The customer's issue was not resolved due to insufficient time provided by the customer and the only thing worked upon was the printer hence no chances of any hardware issue created by us, moreover, customer originally called with the same issue, when he was referred to **.
We could have refunded the amount to the customer, if customer could have given us time, opportunity or could have called for the refund within 7 days (agreed refund policy). Even after 7 days, the refund could have been issued by giving exception to the 7 days refund policy but we were never contacted for the same.
As per the desired settlement, we are not in a situation to refund the amount because the transaction has been disputed and till the time, it is not settled, refund cannot be issued. Refunding the amount through any other source is against the Chargeback dispute resolution process and guidelines hence the refund action cannot be taken at this point.
RadMinsec Inc. (DBA-SpeakToTech) is a leading independent third party technical support company and provide support over the computers and peripherals throughout the globe. We provide services over any kind of software related issues being email, internet, software installation or uninstallation, viruses, spyware, freezing or not responding, file association, no boot, start-up errors, etc. Our support boundaries limit's our services to hardware, servers and illegal activities.
 
Radminsec Inc. sincerely regrets any inconvenience faced and ensure going beyond the boundaries to help in resolving customer issues.
In case of any further assistance, please contact the below signed person.
Yours Sincerely,
Dennis W[redacted]
Customer Service Manager