Sunrise PC Support

I am impress with Sunrise PC Support as they did a fantastic job

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 Yes we had our bank cancel our account to stop payment, because this company would not refund our moneyThis company was very unprofessional

We have provided services to this customer and even after completion of services she has given us good feedback I have attached the contract signed by customer and her feedback email She has not paid us anything for this jobWe have no idea why customer is scared Now after her complaint to Revdex.com we have cancelled her services in futureWe wanted to assure Revdex.com and customer that no one if following her up for any payments Please close the case as resolved from your end [redacted] * [redacted] * [redacted] [redacted] * [redacted] * [redacted] *** * [redacted] * [redacted]

Hi, We have sold the technical support plan to this customer on 11 April 2014 for $199.99. Customer has authorised us to deduct the payment for this support. We have resolved the case on the same day and customer has sent us feedback email as well. /> However we been contacted by the customer after two days and showed us satisfaction. Our accounts department has issued him full refund of the payment on 29April2014. Hence we assume that the case is resolved from our end. Can we request you to close this ticket as resolved? I am attaching the refund receipt, customer payment authorization email and customer feedback email in support of my request. Thanks [redacted] ***

[redacted] This customer has contacted us within a week and asked us to provide refund of the payment which he paid for technical support #1f497d;"> We tried to refund him through our process but his credit card was blocked by his bankThen we took help of our bank and managed to refund him on Feb His refund was successfulI am sending you the scan copy of our bank’s letter in response to process the refund of this transaction We apologise for any inconvenience caused to customer while dealing with Sunrise PC Support We believe that this case was already closed even before customer’s complaint to Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not accept their answer
I called an expert in the computer , and I was having so many issues with my computer. I couldn't get on without an immediate message that my computer was in trouble. I went to remove programs. I removed Sunrise Pc.
Since then I have had no problems on my computer. They truly draw you in with good service, then try to convince you that you have a new problem. My computer was still quaranteed until March, yet they tried to get me to spend an additional t protect my computerWhen I asked them why they were asking for more money .they said , you only bought the virus protection, .
For the last week, my computer has been wonderful
I have had no problems
I have run scans and had them be great
However, EVERy morning when I wake up
My computer gives me this message.
YOUR protection has been turned off
As soon as I reset everything is fine.
They are turning off my protection
I do understand that after a year , I should probably not have a refund.
But ,
If they have done intentional damage to my computer, in order to pretend they never created the problem to begin with, then I hope you will help me stop them
I am ashamed that I actually let them take money from me.
they even asked me to contact my bank so that the money could go through
Otherwise they would have never gotten my money.
That was not only a red flag, it was Crimson .
they are accessing my computer and somehow turning off my protection
So I will compromise and say I do not deserve a refund, because I was the it who even called her own bank to make this go through
but
I am going to tell you they are infecting and pretending to fix problemsRevdex.com please stop them

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

I called Sunrise PC Support for my Toshiba win computerThey helped me for my trend microSunrise PC Support did a great jobI love the job they did for me
very good job, recovered my database,YaY, and reset some settings for additional efficiency
Very Pleased
Thanks ***

** *** *** was our customer from last one monthShe called for the computer cleand Norton installationOur technical team installed Norton from our end and activated the anti-malware software for LifetimeAlso she had the support for one computer for complete one year
which cost her $including the software cost of Norton and MalwarebytesAfter days she called for the support, our technician offered extended support for the computer but she deniedThen technician create a support request and forward the case to technet team which is our windows departmentAll of sudden she huand closed all the sessionWe tried to call her for the support but her phone was on voice messageWhen we received the email from your end, our quality team go through the calls and case notesAfter the review of this case, we consider the case as exceptional and issued a full refund which already done on our bank on 27th March We didn't deduct the charge of license which we provided to the customerI really apologise for the inconvenience caused to her. Please see the attachment for the case note of the technical teamThese are only for your reference only.Thank you*** ***

Dear Revdex.com, The day when we received the complaint from your end about our customer *** ***, we sent an email with an assurance for Do-Not-Distrube which she actually concernedThe statement she had, " I went to remove programs. I removed Sunrise Pc" She is talking about a LogmeIn Rescue toolIts a tool for the remotely troubleshootingWe install this tool on every customer’s computer so they can contact us without a phone callOnly our customers can contact us using this tool, we can not access any computer without customer’s permissionSo there is no way we can access her computer from our end without her permissionSecondly we never dial her since we received a request from her to stop calling which she had in her first complaint. Secondly about the stapabout the security that may be for the AVG which is not working as it should beWe are not sure but the error some-how indicating about the security of the compute which is AVG. Moreover about the AVG security, she purchased AVG from the AVG technology and we can't hold any control with AVG security as its not a software under Sunrise serverSo may be there are some issue with the softwareif she wish, we are ready to check her computer and fix that free of costbut we can't do it until she authorise us. She has an active service contract with us till March 2015, so she can ask for computer service free of cost apart from the hardware support. ThanksManagerSunrise PC Support

I was very pleased with the service I received on all three of my computer, the they were accommodated my rest periods that I needed do to my medical condition
I was happy to have them fixed for my wife, so my affairs can be in order

Hi Revdex.com Team,
Our sales team has clearly mentioned to this customer that we are third party service provide and we provide support for AVG as well
Please see the agreement signed by this customer which clearly mention on the second page that we are third party service
provider
However customer asked us to cancel the sale and refund her $out of $
We immediately cancelled the sale and refunded $to this customer as confirmed by customer in the case notes (please see attached refund receipt) WE have provided legitimate AVG license to this customer and even did not charge the customer for that so customer owes us the cost of AVG license
Today customer is complaining about her rest of the $to be refunded to her through Revdex.comWe have listened customer's complaint and requested our bank to refund her
$
Our bank has provide us Bank Ref *** for this refundIt will take 3-working days to hit her bankI will forward you Banks's letter regarding this refund once I get it
As of now this customer has been refunded in full and have been provided AVG licenses as well without any costWe believe that this case is closed from our end

We have provided services to this customer and even after completion of services she has given us good feedback.
 
I have attached the contract signed by customer and her...

feedback email.
 
She has not paid us anything for this job. We have no idea why customer is scared.
 
Now after her complaint to Revdex.com we have cancelled her services in future. We wanted to assure Revdex.com and customer that no one if following her up for any payments.
 
Please close the case as resolved from your end.
 
[redacted]
[redacted]  *  [redacted]  *  [redacted]
[redacted] 
[redacted]  *  [redacted] [redacted]  *  [redacted]
[redacted]  *  [redacted]

Hi,
We have sold the technical support plan to this customer on 11 April 2014 for $199.99.
Customer has authorised us to deduct the payment for this support. We have resolved the case on the same day and customer has sent us feedback email as well.
/>
However we been contacted by the customer after two days and showed us satisfaction.
Our accounts department has issued him full refund of the payment on 29April2014.
Hence we assume that the case is resolved from our end. Can we request you to close this ticket as resolved?
I am attaching the refund receipt, customer payment authorization email and customer feedback email in support of my request.
Thanks
[redacted]

Hi,
WE have received call from this customer to cancel the services. After reviewing this case we have processed full refund of $399.99 USD from our bank.
Firstly we tried to refund on customer's credit card but that was declined. Then we took help of our bank and they...

have initiated this refund. Our bank has said that it may take 3-5 business days until the funds get transferred.
Our bank ref for this refund is [redacted]
Please ask the customer to check her bank in 3-5 business days and funds will be there in her account.
We have resolved this case by refunding the full amount to customer so please close this case after confirming with customer.
Thanks
[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. 
They are not telling the truth.  I did not ask to be refunded $150.00.  I wanted the full amount, but after refusing me many times, they offered $150.00 and I thought getting back $150.00 was better than losing the full $399.99.  I already had AVG Security, which I paid for, running on my computer.  What they placed on my computer caused serious computer problems and I had to remove it so they did me no favors.  My computer does not run better now, it is worse.  Also, they did something to my AVG Security.  I did get the full refund and I believe it is only because of your intervention.  Thank you very much.  Warn the public.

[redacted]
 
This customer has contacted us within a week and asked us to provide refund of the payment which he paid for technical support.
#1f497d;"> 
We tried to refund him through our normal process but his credit card was blocked by his bank. Then we took help of our bank and managed to refund him on 26 Feb 2014.
 
His refund was successful. I am sending you the scan copy of our bank’s letter in response to process the refund of this transaction.
 
We apologise for any inconvenience caused to customer while dealing with Sunrise PC Support.
 
We believe that this case was already closed even before customer’s complaint to Revdex.com.

Hi,As per the email sent to us by you on behalf of customer I would like to start this from the beginning on 12 March 2014 customer ( Ms. [redacted] ) called us that her AVG is not working so technician went ahead and took the control of the computer , then they checked her computer and...

found that there were some malwares on her computer and a bunch of junk files and folders were also found so technicians informed the customer that she can sign up for a annual contract with us wherein she can get a unlimited technical support for 1 year and a lifetime Malware Security ( Anti-Malware Malwarebytes ) and for that she paid $ 229.99 and for that she got a confirmation email too which clearly shows the contract. Then customer called us several times with different computer problems and we fixed without asking for any more money . (services were taken on following dates 05/22/14 , 05/29/14 , 06/05/14 ).After 6 June customer called us back on 30 November stating that her computer is doing a windows update and after the update was done technicians tried to take the remote control and check out whether updates are done correctly or not but customer disconnected the phone by saying that we have done something wrong to her computer . Then next day on 1 December customer called in saying that somebody is hacking into her system so again technician went ahead and took the remote & tried to help her by putting in security system but customer denied to pay and hung up the phone. Then customer called in twice on 3 December stating that " I will report you to FBI and you hacked my computer ". Our technical manager have confirmed that we are not taking any remote control of her computer until she specifically ring us and asks us to look something inside her computer. However if something is happening by itself in her computer then we have no control on that and could not fix it until she allow us to do that. Finally we again wants to assure her that we are off from her computer and she do not need to worry about any type of control from our side. About her refund request: She has signed technical support plan with us which gives her freedom to cancel it within 30 days. But she did not cancel and came for support 3-4 times in the past 9 months. As per our agreement signed by the customer, our refund policy states that you should contact us with in 30 days in order to consider the request for refund. Now that period has elapsed and she is not entitled to get any refund from her.Yes - we are still happy to help her out if she has any concern or issues with her computer. ThanksTechnical ManagerSunrise PC 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. 
Yes we had our bank cancel our account to stop payment, because this company would not refund our money. This company was very unprofessional.

[redacted]First of all we really apologies for the inconvenience cause to you. We got your complaint about the charge of $399.99 which you paid for the support plan for 3 computers. Our technician fixed all the issue on all three computers which you have and installed the ESET...

license which you already had. The first Vista computer had slow performance issue and my technician fixed the slow performance, after that you confirmed over the email as well as over the phone that all three computer fixed and working fine.
 
At the day end, we received a call from [redacted] which is a number of GuruAid (A third Party Technical support) that you need a refund. My supervisor asked you the reason and you said we are not ESET. He asked you to pay for the one-time charge for the fix but you denied. As you were under 30 day refund policy and somehow mislead by some other company, We refunded the complete amount without deducting any setup fees. 
 
I completely agree that we are not associated with any brand and we are an independent technical support company. If you read the contract form which you signed-up, there clearly mentioned that we are third party technical support and not associate with any brand. Also when we charged the payment, you authorized the payment from your Bank which was also under Sunrise PC Support.
 
We never mislead customer about the company name or the brand or location, the very first you asked the technician, “where are you from, he answered India.”  This is a sign of honesty if we are telling truth about the location. Anyway we have refunded the money on the same day. Normal credit back take 2 to 3 days but if request raised on Friday, it may take 5 to 6 days just because of Bank holiday on Saturday and Sunday.
 
I hope the concern which you raised is fully resolved from our end. Please call your bank and check the credit. If you have further question about the charge, you can call us our billing team on the same number which mentioned in your sale contract.
 
Thank you.