Initial Business Response /* (1000, 5, 2015/12/16) */
The customer has created many tickets, all of which were promptly responded toThe customer was informed tickets can be reopened by clicking the 'Reopen' button at the top of each ticket (we did not state that 'staff' could only do this), yet
the customer would not respond to any previous tickets indicating whether our responses helped or not, and simply kept repeating the same requests in new ticketsAs such we had already refunded this customer's order prior to receiving this complaint since she was unwilling to allow us to assist her via our helpdesk or via remote assistance
Initial Business Response /* (1000, 5, 2015/11/20) */
Each time the customer has contacted us we have responded asking when we can connect and help her install - we then do not hear from the customer until she posts a new ticket angry that we have not assisted her yet when she only has to tell us
when we can help her
The customer's order has been refunded
Initial Business Response /* (1000, 5, 2015/09/21) */
The customer's unresolved issue of SpyAgent not loading on Windows startup is due to a remaining conflict with their antivirus, which we stated we could easily fix for them via remote assistance - and if we were unable to fix it via remote
assistance we would gladly refund their order for themThe customer was explained that remote assistance is completely transparent - they can see everything we are doing, as we do it, and they can close the connection at any time and take control of the computer back at any timeThere would be no way for us to 'harm' their computer, nor would we ever want toWe informed the customer it would take us less than minutes to resolve this issue, and that the software would remain in stealth mode without any visible traces to the user
Full uninstallation instructions, including an uninstall tool, are included in SpyAgent's help documentation on our website, and linked from the program's help menu
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of what they say about remote assistance, no one would willingly admit to harming ones computerI am just not willing nor comfortable with anyone taking control of my computer...periodI would have no idea whether I'm watching them or not if everything they were doing was legit, unless of course, I had a computer background...but I don't!
The issue with it not loading on Windows startup is not the only issue within my complaintIt also does not monitor 'all' user accounts on this computerAs stated before, it only monitors my account, and I am the only one that has access to itPointless to pay $to monitor myselfYour site reads; 'Spytech SpyAgent is our award winning, powerful computer spy software that allows you to monitor EVERYTHING users do on your computer - in total stealth.' Users ~ pluralYour words not mine
Still not satisfied with this program nor their solution of any resolveI do thank them however, for telling me how to access the 'uninstall' file, but still requesting a full refund
Final Business Response /* (4000, 9, 2015/09/22) */
We have been in business since and have performed remote installs for thousands of customers, all without incidentWe have absolutely no interest or motive to harm a customer's computer - that would certainly not be good for business, eitherWe simply want to provide a working solution as quickly and efficiently as possible
The issue with SpyAgent not monitoring other users is directly connected to SpyAgent not loading on Windows startup - if it does not load on Windows startup it will not load for other users when they login, eitherSince you do not wish for us to remotely assist you and fix this problem (again, it would only take a few minutes to do) if you can verify via your helpdesk ticket whether you are using a 32-bit, or a 64-bit version of Windows we can provide a registry file for you to run that will make Windows load SpyAgent on startup automatically as well
Final Consumer Response /* (3000, 11, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know how else to reiterate that I am not interested in trying any more 'fixes' to resolve these issuesThe only resolve I am looking for is a total refund
My computer was bought new, and it's less than a month oldThe software that was promised, once installed, was not what I receivedI feel like I'm being bullied into keeping this software program, instead of them keeping their promise to refund if not satisfiedI am not satisfied!!
It saddens me to question as a consumer, has every refund from until now been a hassle? Why not look at this as an opportunity to learn how to better serve your customers next time, by working out the glitches within your program (you've had years), instead of taking it personally? When you're polite and respectful to consumers by honoring their requests because you could not deliver what was promised, it leaves them with a positive image of your company, and they are more apt to tell their friends, family and co-workers how awesome you were and how quickly you were to make things right! What didn't work on my computer, may work on others with no issues--you cannot please everyone, and in business, it's better to give a refund with a smile and move on, rather than make a consumer feel you just don't care
This order was refunded on 8/30 and the customer should have received an email then informing them of the refund. I have re-sent the refund confirmation today as well.
Initial Business Response /* (1000, 5, 2015/04/09) */
Our advertising does not claim that our software bypasses antivirus software, however we provide full antivirus exclusion instructions so our software can be excluded from antivirus scans. We have performed thousands of installations for...
customers and have yet to run into a system that could not be configured to ignore our software.
We are more than happy to connect to your computers and install for you and ensure your antivirus is setup properly. To arrange assistance please contact our 24/7 helpdesk at www.spytech-web.com/helpdeskintro.shtml
Initial Consumer Rebuttal /* (3000, 7, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been given numerous "exclusions" that we needed to apply to our software, however, none have worked. We are simply requesting a refund and to part ways.
Final Business Response /* (4000, 9, 2015/04/10) */
Your purchase was used to monitor 8 computers; we were not contacted until substantial time passed after your purchase was made, and we were not allowed to troubleshoot any issues. As such, we cannot refund those used licenses. We can refund the remaining unused licenses from your purchase. Please let us know and we will take care of that immediately.
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. I would like to thank the Revdex.com in resolving the issue and seeking a resolution as the company in question immediately replied to the complaint only after they were contacted directly by you.Your assistance in this regard is very much appreciated.
Initial Business Response /* (1000, 5, 2015/02/27) */
On 1/27 we connected and installed SpyAgent for the customer and ensured it was working properly. We also configured her antivirus to ignore it, and verified that it would ignore SpyAgent by running a scan on its files. Afterwards the customer...
stated she had logged out of the software and could not restart it. We supplied instructions on how she can restart SpyAgent, and offered to connect again and restart it for her, which she has refused. We are happy to connect to her computer (all remote assistance is transparent so she can see exactly what we are doing- there is no reason to not trust our assistance) and ensure SpyAgent is working properly - this would only take a few minutes to do.
Lastly, our customer service toll-free number is certainly still in service, and we have not had any interruptions in service.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I no longer trust this company and do not want to give them remote access to my computer a second time. The software they sell does not work on my computer. I am not satisfied with the product since it does not work for me and would like a refund. The phone number on the website is for customer service; the company that processes the payment and billing. The phone number on the website [redacted] states, when I call, that this is an "invalid account." This is also why I no longer trust this company. They don't even know that their phone number is "invalid." My complaints are similar to other people who have complained to the Revdex.com about problems with this software and the company. In addition, if all my correspondence with Spytech is reviewed, you will see that the software never worked for me and even while I was able to access it, it scrambled and would not work. Also, when it was originally installed I sent some test emails and did some web surfing. None of my emails and none of my internet activity was detected, monitored or recorded. This pro duct does not work.I want a refund.
Final Business Response /* (4000, 9, 2015/03/03) */
As stated previously, we installed the software for the customer, ensured it was working properly, and ensured the antivirus present would not interfere. It was afterwards that the customer stated she closed the software and could not access it - and then started having troubles that for some reason she would not let us verify or even assist her with.
Again, the customer is mistaken about our toll-free number: our phone number is certainly active and functioning properly, and while it is for customer service and toll-free ordering, it is not for our order processor/billing company.
The customer is free to cite our Revdex.com record as a reason to not trust our support, however an A+ rating and one complaint in the last 12 months (when we deal with thousands of new customers each month) at the time of this complaint speaks for itself.
This order has been refunded.
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. I called my bank and they do have the refund...Thank you for your help!
Initial Business Response /* (1000, 5, 2015/12/16) */
The customer has created many tickets, all of which were promptly responded toThe customer was informed tickets can be reopened by clicking the 'Reopen' button at the top of each ticket (we did not state that 'staff' could only do this), yet
the customer would not respond to any previous tickets indicating whether our responses helped or not, and simply kept repeating the same requests in new ticketsAs such we had already refunded this customer's order prior to receiving this complaint since she was unwilling to allow us to assist her via our helpdesk or via remote assistance
Initial Business Response /* (1000, 5, 2015/11/20) */
Each time the customer has contacted us we have responded asking when we can connect and help her install - we then do not hear from the customer until she posts a new ticket angry that we have not assisted her yet when she only has to tell us
when we can help her
The customer's order has been refunded
This order was refunded several days ago and an email was sent to the customer indicating the refundThe refund notice has been resent
Initial Business Response /* (1000, 5, 2015/09/21) */
The customer's unresolved issue of SpyAgent not loading on Windows startup is due to a remaining conflict with their antivirus, which we stated we could easily fix for them via remote assistance - and if we were unable to fix it via remote
assistance we would gladly refund their order for themThe customer was explained that remote assistance is completely transparent - they can see everything we are doing, as we do it, and they can close the connection at any time and take control of the computer back at any timeThere would be no way for us to 'harm' their computer, nor would we ever want toWe informed the customer it would take us less than minutes to resolve this issue, and that the software would remain in stealth mode without any visible traces to the user
Full uninstallation instructions, including an uninstall tool, are included in SpyAgent's help documentation on our website, and linked from the program's help menu
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of what they say about remote assistance, no one would willingly admit to harming ones computerI am just not willing nor comfortable with anyone taking control of my computer...periodI would have no idea whether I'm watching them or not if everything they were doing was legit, unless of course, I had a computer background...but I don't!
The issue with it not loading on Windows startup is not the only issue within my complaintIt also does not monitor 'all' user accounts on this computerAs stated before, it only monitors my account, and I am the only one that has access to itPointless to pay $to monitor myselfYour site reads; 'Spytech SpyAgent is our award winning, powerful computer spy software that allows you to monitor EVERYTHING users do on your computer - in total stealth.' Users ~ pluralYour words not mine
Still not satisfied with this program nor their solution of any resolveI do thank them however, for telling me how to access the 'uninstall' file, but still requesting a full refund
Final Business Response /* (4000, 9, 2015/09/22) */
We have been in business since and have performed remote installs for thousands of customers, all without incidentWe have absolutely no interest or motive to harm a customer's computer - that would certainly not be good for business, eitherWe simply want to provide a working solution as quickly and efficiently as possible
The issue with SpyAgent not monitoring other users is directly connected to SpyAgent not loading on Windows startup - if it does not load on Windows startup it will not load for other users when they login, eitherSince you do not wish for us to remotely assist you and fix this problem (again, it would only take a few minutes to do) if you can verify via your helpdesk ticket whether you are using a 32-bit, or a 64-bit version of Windows we can provide a registry file for you to run that will make Windows load SpyAgent on startup automatically as well
Final Consumer Response /* (3000, 11, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know how else to reiterate that I am not interested in trying any more 'fixes' to resolve these issuesThe only resolve I am looking for is a total refund
My computer was bought new, and it's less than a month oldThe software that was promised, once installed, was not what I receivedI feel like I'm being bullied into keeping this software program, instead of them keeping their promise to refund if not satisfiedI am not satisfied!!
It saddens me to question as a consumer, has every refund from until now been a hassle? Why not look at this as an opportunity to learn how to better serve your customers next time, by working out the glitches within your program (you've had years), instead of taking it personally? When you're polite and respectful to consumers by honoring their requests because you could not deliver what was promised, it leaves them with a positive image of your company, and they are more apt to tell their friends, family and co-workers how awesome you were and how quickly you were to make things right! What didn't work on my computer, may work on others with no issues--you cannot please everyone, and in business, it's better to give a refund with a smile and move on, rather than make a consumer feel you just don't care
This order was refunded on 8/30 and the customer should have received an email then informing them of the refund. I have re-sent the refund confirmation today as well.
Initial Business Response /* (1000, 5, 2015/04/09) */
Our advertising does not claim that our software bypasses antivirus software, however we provide full antivirus exclusion instructions so our software can be excluded from antivirus scans. We have performed thousands of installations for...
customers and have yet to run into a system that could not be configured to ignore our software.
We are more than happy to connect to your computers and install for you and ensure your antivirus is setup properly. To arrange assistance please contact our 24/7 helpdesk at www.spytech-web.com/helpdeskintro.shtml
Initial Consumer Rebuttal /* (3000, 7, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been given numerous "exclusions" that we needed to apply to our software, however, none have worked. We are simply requesting a refund and to part ways.
Final Business Response /* (4000, 9, 2015/04/10) */
Your purchase was used to monitor 8 computers; we were not contacted until substantial time passed after your purchase was made, and we were not allowed to troubleshoot any issues. As such, we cannot refund those used licenses. We can refund the remaining unused licenses from your purchase. Please let us know and we will take care of that immediately.
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. I would like to thank the Revdex.com in resolving the issue and seeking a resolution as the company in question immediately replied to the complaint only after they were contacted directly by you.Your assistance in this regard is very much appreciated.
Initial Business Response /* (1000, 5, 2015/02/27) */
On 1/27 we connected and installed SpyAgent for the customer and ensured it was working properly. We also configured her antivirus to ignore it, and verified that it would ignore SpyAgent by running a scan on its files. Afterwards the customer...
stated she had logged out of the software and could not restart it. We supplied instructions on how she can restart SpyAgent, and offered to connect again and restart it for her, which she has refused. We are happy to connect to her computer (all remote assistance is transparent so she can see exactly what we are doing- there is no reason to not trust our assistance) and ensure SpyAgent is working properly - this would only take a few minutes to do.
Lastly, our customer service toll-free number is certainly still in service, and we have not had any interruptions in service.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I no longer trust this company and do not want to give them remote access to my computer a second time. The software they sell does not work on my computer. I am not satisfied with the product since it does not work for me and would like a refund. The phone number on the website is for customer service; the company that processes the payment and billing. The phone number on the website [redacted] states, when I call, that this is an "invalid account." This is also why I no longer trust this company. They don't even know that their phone number is "invalid." My complaints are similar to other people who have complained to the Revdex.com about problems with this software and the company. In addition, if all my correspondence with Spytech is reviewed, you will see that the software never worked for me and even while I was able to access it, it scrambled and would not work. Also, when it was originally installed I sent some test emails and did some web surfing. None of my emails and none of my internet activity was detected, monitored or recorded. This pro duct does not work.I want a refund.
Final Business Response /* (4000, 9, 2015/03/03) */
As stated previously, we installed the software for the customer, ensured it was working properly, and ensured the antivirus present would not interfere. It was afterwards that the customer stated she closed the software and could not access it - and then started having troubles that for some reason she would not let us verify or even assist her with.
Again, the customer is mistaken about our toll-free number: our phone number is certainly active and functioning properly, and while it is for customer service and toll-free ordering, it is not for our order processor/billing company.
The customer is free to cite our Revdex.com record as a reason to not trust our support, however an A+ rating and one complaint in the last 12 months (when we deal with thousands of new customers each month) at the time of this complaint speaks for itself.
This order has been refunded.
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. I called my bank and they do have the refund...Thank you for your help!