Slimware Utilities Holdings (Mindspark)

Dear Ms [redacted] , Thank you for bringing this matter to our attention and for your patience while we investigated your experienceWe have reviewed all interactions you had with our service team, and as a result, we are refunding your purchase in fullSlimware Utilities is a trusted company that provides desktop support products and services such as DriverUpdate™, SlimCleaner Plus™, and Slimware Premium Support™, on which millions of users have relied.? Your experience does not reflect that of our typical customer and did not meet our high company standardsOur service representatives are trained to assist with issues arising from our purchased software.? ? In this instance our protocol was not followed.? Upon learning of your issues with getting the DriverUpdate software on your other computers, the representative should have immediately transferred you to a software support representative to assist you.? This should have been done without any need for purchasing additional support.? Once again, your experience does not reflect that of our typical customer and we have communicated to our representatives the importance of following our procedures to ensure this doesn’t happen again.? We have refunded the $for the DriverUpdate license feePlease allow 5-business days for this to be reflected on your online card account statement, and 1-billing cycles for any mailed statement that you might receive? After that time, please let us know if you do not see your refund reflected in your account, and we can investigate further? You also should receive a separate email from Slimware Utilities confirming the refundIf you do not receive this email, please let us knowIn the meantime, you still may need to uninstall your DriverUpdate software.? You can find helpful information on how to uninstall the software in our FAQs located at [redacted] For any further assistance, please visit our support site at [redacted] or email our support team directly at [redacted] ? Sincerely, Slimware Utilities Support

Dear Ms [redacted] , Thank you for your commentsWe are sorry to hear that your experience isn’t all that we hoped it would beSlimware Utilities is a trusted company that has provided millions of users with help cleaning out unwanted programs with our SlimCleaner Plus tool and help locating and installing outdated drivers with the DriverUpdate utility The company and its technology continue to win praise by respected authorities in the software industry and to receive recommendations via the communitySince filing your original complaint, you have also contacted our customer support team where they provided you with uninstall instructionsIf you have followed these directions and you are still experiencing please let us know so that we can better assist you by emailing [email protected] Please keep in mind that even though you remove our software and any buireminders, you may still see advertisements for Slimware Utilities’ products on the various websites you may visit, where ads are presented by the site owners and their ad-network services, not by Slimware UtilitiesThank you again for contacting Slimware UtilitiesSincerely, Slimware Utilities Support

Dear Mr [redacted] , We are sorry to hear that you are unhappy with SlimwareYou purchased the FixCleaner Unlimited on January 8, As part of that license, you agreed that we could provide updates to the software to continue to help you clean and optimize your PC’s operating system and other installed software At this time, we are providing a full-scale update by replacing FixCleaner with another one of our product offerings, Slimware® SlimCleaner® software, which we consider to be superior to FixCleaner Much like FixCleaner, SlimCleaner offers one location to perform computer maintenance and helps remove unwanted programs and files from your computer SlimCleaner also offers the One-Click Scan feature, which analyzes your entire system to identify the factors that may be affecting performance and security, then fixes those items with just one click, which FixCleaner does not provideYou had purchased a long-term FixCleaner subscription; however, we are no longer offering or servicing FixCleaner, as noted above We are instead providing you a 10-year subscription to Slimware® SlimCleaner® software, which is well more than triple in value to your original subscription purchase and provides superior desktop support and service to that of FixCleanerFurther, this new license term, combined with your FixCleaner license term to date, should provide top support for not only the average lifespan of your computer, but should exceed itAs we mentioned in our email to all users on January 11, 2018, the update and transition from FixCleaner to SlimCleaner will be effective February 7, 2018, when we will no longer be servicing or updating FixCleaner software, including taking down all website access to the associated servicesTo get started with SlimCleaner, please download the software from [redacted] Once installed, click Register and enter your email address and registration keyDue to privacy purposes, we cannot post your registration key here; however, it was emailed to you on January subject line “SlimCleaner Plus Registration Key.” If you need any help getting started with SlimCleaner our agents are able to help youPlease visit the SlimCleaner help site *** where you can review our FAQs, send an email, or start a live chat session with one our technicians - Slimware Support

Ms [redacted] , We are sorry to hear that your experience wasn’t everything we hoped it would beSlimware Utilities is a trusted company that has provided millions of users with help cleaning out unwanted programs with our SlimCleaner Plus tool as well as offering support by locating and installing outdated drivers with the DriverUpdate utility.? The company and its technology continue to win praise by respected authorities in the software industry and our customersYou may have inadvertently installed DriverUpdate from one of our advertisements.? In order to stop these scans and notifications from appearing on your computer, you will need to uninstall the programHere’s how you can do that: 1.? ? ? ? ? ? To uninstall DriverUpdate, you need to make sure that your copies of DriverUpdate are not runningEven though it may not appear on the screen, the programs’ active scan processes may be active.? If you see the program’s icon in the system tray at the bottom of your monitor that means that its active process is still runningTo de-activate itRight click on the icon and click "Exit"2.? ? ? ? ? ? Next, you will need to open the control panelTo do this, open the Start Menu and then click Control Panel3.? ? ? ? ? ? The third step is to open the Windows Program ManagerDo this by clicking on the icon that says "Programs - Uninstall a program"4.? ? ? ? ? ? When the Windows Program Manager is open, locate the DriverUpdate icon in the listSelect it and click "Uninstall"5.? ? ? ? ? ? A small dialog will pop up asking if you want to uninstallClick YESDoing an uninstall this way will remove all of the programs’ active components from your computerAdditionally, it appears that you opened a PayPal dispute on August 17, We processed your refund on April 18, 2017? and the dispute was closedIf you have not received these funds yet, it may take up to business days to be reflected on your accountIf you need any additional help, or want to view the step-by-step uninstall instructions with pictures, please visit the DriverUpdate help site by clicking hereSincerely, Slimware Utilities Support

Dear Ms [redacted] ,Thank you for sharing your experience and concerns with usWe regret that you encountered any inconvenience and are appreciate this opportunity to respond.? In fact, our Vice President responsible for the call-support line called you twice to address your concerns, but was only able to leave you messages.Please be assured that Slimware Utilities is a trusted company that has provided millions of users with help locating and installing outdated or missing drivers with the DriverUpdate™ utility.? Your call to activate that software should have been easy and smooth, as we design all our products and services to be.? During your call, after activation, you were likely offered our new service, Slimware Premium Support, which provides 24/assistance with computer troublesYou were under no obligation to purchase it, and we carefully train our representatives to make that clear.? We are sorry if your experience did not meet that standard.? We have located the call, listened to it, and will be providing coaching to the agent based on your experience.As originally requested, your refund for DriverUpdate was processed on May 5th, and your product license expired at that time.To clarify our status, please be aware that our software products have qualified as a Microsoft Partner, Gold Application DevelopmentThis means that our business and our developers meet the highest level of standards in developing software for Microsoft® Windows® and is what the agent was trying to convey.We hope that your issues have been addressed and correctedIf you need any more help, including speaking with our Vice President, please let us know by emailing us at? [email protected] the best time and method of reaching youThank you.- Slimware Utilities Support Team

Dear Ms***, We are sorry to hear that your experience wasn’t everything we had hopedSlimware Utilities is a trusted company that has provided millions of users with help cleaning out unwanted programs with our SlimCleaner® tool and help locating and installing outdated drivers with the DriverUpdate™ utility.? The company and its technology continue to win praise by respected authorities in the software industry and to receive recommendations via the communityWe have refunded your DriverUpdate™ purchase for $in accordance with our 60-Day Money-Back GuaranteePlease allow 5-business days for the credits to be reflected on your online card account and 1-billing cycles for any mailed statement you might receiveIf you need help uninstalling DriverUpdate, please check out our uninstall FAQs located at? [redacted] For further assistance with Slimware Utilities or the products we offer, please visit our support site at? [redacted] Sincerely, The Slimware Utilities Support Team

Revdex.com, ? We have reviewed the complaint and? assisted the customer with uninstalling our DriverUpdate™ program from hercomputer? Additionally, we provided the customer with direct access to a support agent for any further issues? We trust this resolves all? concerns and closes the matter.? Thank you.The Slimware Utilities Support? Team? Sincerely,?

? ? Complaint: [redacted] I am rejecting this response because: I followed the directions that suggested that Slimware had inadvertently placed the missing files in the recycle binI have carefully reviewed my recycle bin and the missing files are not thereApparently, the missing files were deleted by Slimware or moved to a hidden locationSince Slimware maintains meticulous records of customer contacts, I recommend that the Slimware employee who interacted with my computer system be questioned as to his actionsI believe that Slimware should take responsibility for his actionsI will be engaging a local Computer Analysis Company to assist me in this matterI would be satisfied if Slimware would share the results of their employee review as to the actions that were taken and if Slimware would reimburse me for the expense that I will incur with the local Computer Analysis Company.? Regards, [redacted]

Thank you for your commentsWe are sorry to hear that your experience isn’t all that we hoped it would beTo uninstall DriverUpdate from Windows 7, you need to make sure that your copy of DriverUpdate is not runningEven though it may not appear on the screen, DriverUpdate's active scan process may be activeIf you see the DriverUpdate icon in the task-bar that means that it’s active process is still runningTo de-activate itRight click on the DriverUpdate icon and click "Shut Down."Next, you need to open the control panelTo open it, open the Start Menu then click Control Panel.The third step is to open the Windows Program ManagerDo this by clicking on the icon that says "Program - Uninstall a program".When the Windows Program Manager is open, just locate the DriverUpdate icon in the listSelect it and click "Uninstall".A small dialog will pop up asking if you want to uninstall Click YES.That's it! Doing an uninstall this way will remove all of DriverUpdate's active components from your computerIf you need any more help, or want to see these step-by-step instructions with pictures, please visit the DriverUpdate help site at support.driverupdate.net- Slimware Utilites Support

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] The company I complained about contacted me and, hopefully, resolved the issueThank you for your help? [redacted] ? ?

? ? Complaint: [redacted] I am rejecting this response because:I? Regards, although there has been an attempt at making this right, there was no mention of the Microsoft agent being brought in on the call, and no offer made to stop misrepresenting the product which: is not a Microsoft partner as renounced by the Microsoft agent, and also the unsolicited pop ups during my windows installations were sneaky and underhanded in a way to suggest that it was Microsoft sending me to this company to continue with my windows installationI think there is a law against hacking, and certainly it can't be right that after all components of ' slumware' were uninstalled, the pop up showed during installation of Windows 10.Adamantly, the Microsoft repInformed the slimware rep that he was being fraudulent, and really that is why I reject this solutionI have not been satisfied to know that slim ware will no longer hack and make claims..in addition, I have no idea where the refund went, there is no deposit to my account as yet [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] The company I complained about contacted me and, hopefully, resolved the issueThank you for your help [redacted] ***

Thank you for your commentsWe are sorry to hear that your experience isn’t all that we hoped it would be It sounds like you have installed DriverUpdate and you just need to uninstall itTo uninstall DriverUpdate from Windows 7, you need to make sure that your copy of DriverUpdate is not runningEven though it may not appear on the screen, DriverUpdate's active scan process may be activeIf you see the DriverUpdate icon in the task-bar that means that it’s active process is still runningTo de-activate itRight click on the DriverUpdate icon and click "Shut Down." Next, you need to open the control panelTo open it, open the Start Menu then click Control PanelThe third step is to open the Windows Program ManagerDo this by clicking on the icon that says "Program - Uninstall a program"When the Windows Program Manager is open, just locate the DriverUpdate icon in the listSelect it and click "Uninstall"A small dialog will pop up asking if you want to uninstallClick YESThat's it! Doing an uninstall this way will remove all of DriverUpdate's active components from your computerSlimware Utilities is a trusted company that has provided millions of users with help cleaning out unwanted programs with our SlimCleaner Plus tool and help locating and installing outdated drivers with the DriverUpdate utility The company and its technology continue to win praise by respected authorities in the software industry and to receive recommendations via the cloud-sourced communityIf you need any more help, or want to see these step-by-step instructions with pictures, please visit the DriverUpdate help site at support.driverupdate.netSincerely, Slimware Support Team

Mr***, Thank you for sharing your experience and concerns with usOn February 3, 2016, we reached out to you privately to address these concernsSlimware Utilities VP of Customer Service reached out to you and your refund was processed on February 3, Additionally, a Tier II tech agent was able to help you fix any problems you may have had with your computerSlimware Utilities is a trusted company that has provided millions of users with help cleaning out unwanted programs with our SlimCleaner Plus tool and help locating and installing outdated drivers with the DriverUpdate utility Now, with Slimware Premium Support, we are able to provide users with personal overall computer helpThe company and its technology continue to win praise by respected authorities in the software industry and to receive recommendations via the communityWe assume that your issues have been addressed and correctedIf you need any more help, please let us know- Slimware Utilities Support

Mr***, Thank you for sharing your experience and concerns with usOn February 3, 2016, we reached out to you privately to address these concernsSlimware Utilities VP of Customer Service reached out to you and your refund was processed on February 3, Additionally, a Tier II tech agent was able to help you fix any problems you may have had with your computerSlimware Utilities is a trusted company that has provided millions of users with help cleaning out unwanted programs with our SlimCleaner Plus tool and help locating and installing outdated drivers with the DriverUpdate utility.? Now, with Slimware Premium Support, we are able to provide users with personal overall computer helpThe company and its technology continue to win praise by respected authorities in the software industry and to receive recommendations via the communityWe assume that your issues have been addressed and correctedIf you need any more help, please let us know- Slimware Utilities Support

Ms***, We’re sorry our products didn’t live up to your expectations.? As requested, we have refunded your SlimCleaner Plus purchase of $and your additional purchase of DriverUpdate for $9.95, for a total of $Please allow 5-business days for this credit to be reflected on your credit cardPlease be assured that Slimware Utilities is a trusted company that has provided millions of users with help cleaning out unwanted programs with our SlimCleaner Plus tool and locating and installing outdated drivers with the DriverUpdate utility.? The company and its technology continue to win praise by respected authorities in the software industry and to receive recommendations via the online communityIf you need any more help with our programs, our Customer Support team is ready and waitingYou can reach them by email at? [email protected]? or by visiting the support site at support.driverupdate.net-? The Slimware Utilities Support Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] ?

RevDex.com: I have reviewed the 2nd response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Your efforts are much appreciated, as Slimware Support has agreed to fully refund my $59.95 subscription cost for the defective FixCleaner software that I had purchased via a check. Thank you again, regards, [redacted]

Ms [redacted] , Thank you for your patienceWe are sorry to hear that your experience hasn’t been everything we hoped it would beSlimware Utilities is a trusted company that has provided millions of users with help cleaning out unwanted programs with our SlimCleaner Plus tool and help locating and installing outdated drivers with the DriverUpdate utility.? Recently, we started providing personal assistance with computer troubles with Slimware Premium SupportSlimware Utilities and its technology continue to win praise by respected authorities in the software industry and to receive recommendations via the community As requested, we have refunded your Slimware Premium Support purchase of $These funds should become available within the next few daysYou also received a phone call from us on March 7, relaying this informationIf you need any further assistance from Slimware Utilities regarding any of our products, please visit help.slimwareutilities.com Sincerely, The Slimware Utilities Support Team