Sunrise PC Support

Review: I experienced problems with my computer. I looked up the contact for my service, McAfee. I called the number and it was answered as McAfee however, the agent changed phones. At that point the agent Robin Arora went on to state that a trojan had been sent to my computer and it had to be fixed. The original cost quoted was $329.00 I did not accept it as it was too high. He then said a one time fix would be $199.00. At this point I said do it after he repeatedly asked if I wanted it done. I checked my computer later and it was not working properly and I was able to contact the real McAfee to fix the computer. I contacted Sunrise and requested a refund and was told absolutely not. He claimed they are a partner of McAfee, which McAfee denies. He says that he has tape recordings of the transaction and all paperwork that I agreed to the process. As the current climate of the internet I felt I had to do it. The problem is that they are representing themselves as McAfee and they are not. The fix did not work and they guaranteed and extra year of McAfee included for free.Desired Settlement: This company is representing itself as McAfee and charging unsuspecting consumers large costs and the fix doesn't work. I expect a refund of the $199.00.

Business

Response:

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

Consumer

Response:

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

Review: I contacted Eset Customer Support on the internet through what I believed at the time was one of Eset's websites. In reality it wasn't. It was a website of Sunrise PC Support Company which is in partners with TECHNET Onlines.com. Sunrise PC Support has an address in Wilmington, Delaware. I used the 888 phone number on their website and was put through to a tech in India. One [redacted]. I asked [redacted] if he worked for Eset. His reply was yes. He asked about my problem with Eset Smart Security. I stated the problem and he said he could fix the problem but would have to remotely connect to my pc. I agreed. After a few moments he showed me a webpage that I believed was on my computer that displayed files with the "HeartBleed Bug" , a bad malware. ( After thinking it over I don't believe this webpage was even from my computer ). He said my pc had been hacked into one month previous. I have three pc's and all three were remotely connected with this tech in India. He said it was no problem as he was going to install software from Eset called Eset Anti-Hacking. I said I had never heard of this software. His reply was that it was very new. After thirty minutes or so He asked to be paid for this software for all three pc's. The price was $399.99. I reluctantly paid with my charge card. After this session ended I checked my installed programs. Absolutely no program of such had been installed. Blatant fraud! I called them back and asked for a refund. They refused. I checked cyber security scam sites on the internet and found that this company has been very active in this pursuit for two or three years. Interpol or the FBI needs to crack down on this group of con artists as more people are going to be taken to the cleaners. Their locations are in the U.S.A. , India, and Australia. I read a complaint on one of the scam websites that was almost word-for-word as what happened to me. Why this company is still allowed to be in business is beyond me. I have requested a new bank card. Consumers Beware......................................Desired Settlement: I need a total refund. It would be nice if this international group of con artists got what they deserved.

Business

Response:

[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.

Review: I fell for the sunrise scam. They claimed they were fixing my computer when they were actually harming it. I started getting nervous when I lost control of my mouse but since I was on the phone with them I assumed they were truly help the issues on my computer. I paid them over 200 dollars for a contract ( lifetime they told me) they would protect me. I called them when I started noticing someone was taking over my computer during the day. THere were even nasty pictures put on my facebook. The mouse would start moving and a zzzzz would repeatedly come up in my box when I tried to put in a website. I called again and told them someone had taken over my computer, He said to hold on. While he was off the phone the mouse went back to normal. When he came back on he said no one from his company was accessing my computer. He asked to take a look at my computer and I let him. He then came on and said I needed to pay another 399 dollars to protect my computer. When I asked him why, he said it had several major problems. I said, wasn't that covered by the warranty for services and he said no , that was just malware. I told him I would not pay more and to never access my computer again. About an hour later the mouse once again began moving. I called and told them to stay off my computer. He then lied again and said no one was on my computer. I then started researching and found this.

Regulators shut down global PC 'tech support' scam

The FTC announces a crackdown on a massive international computer tech support scam that allegedly swindled tens of thousands of consumers in six countries.Desired Settlement: I would like my money back. But if that is not possible then I want them to stay off my computer. They have been harming it. They are the only ones hacking my computer. They need to admit what they are doing. They told me I had tons of things wrong with my computer. However, when I purchases AVG without them, Avg says I have no problems with my computer. They simply are lying to me.

Business

Response:

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

Consumer

Response:

I called Sunrise PC Support for my Toshiba win 8 computer. They helped me for my trend micro. Sunrise PC Support did a great job. I love the job they did for me.

very good job, recovered my database,YaY, and reset some settings for additional efficiency.

Very Pleased.

Thanks [redacted]

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

Review: My computer has AVG security on it. On 5/4 I had a warning from AVG of a security issue. I kept clicking on resolve but it would not work. It blocked my getting to AVG. On 5/5 I googled AVG to find a phone number and they do not have a phone number, you get to them by the internet. Underneath AVG was "AVG support" with a phone number. I called and I asked them twice if they were AVG and he said yes, they do the support work for AVG. He took control of my computer and about 10 min. later he showed me where AVG had been disabled and there were serious problems with my computer. He also said that all of the computers running off the router (Verizon) would be at risk of being hacked. He told me that all of my banking, credit card information could now be obtained by whoever did this. Also, my computer would eventually die from the virus. I paniced and then he said he could fix all three computers for $349.00. I clearly was not thinking straight and he used pressure tatics to scare me since I told him I do not know anything about computers so I agreed. After 3 hours my computer was done. I did a live chat with AVG and she confirmed AVG had NO working relationship with Sunrise PC. And had I been able to get AVG online they would have fixed it since I already paid for the protection. I noticed my computer was running slow, had pop ups and other odd things. I spoke to Sunrise and told them they commited fraud representing themselves as AVG and the computers were not working like "brand new". That they lied about the router infecting the other computers. He got mad and said they would refund me $150.00 and keep the $199.00. Then they charged my account $10.50 for an International call, of which no one mentioned.Desired Settlement: My bank has taken the information and since a credit of $150.00 has cleared my account, they will charge Sunrise back with $199.00, and $10.50. I will have to wait to see if Sunrise responds back. Using the Revdex.com I have noticed that they have refunded most of the fees. According to all of the complaints against Sunrise, they misrepresent themselves, use scare tatics and remove or add things to the computers programs to show the customer all the BAD things on the computer. They are a fradulent company that needs to be shut down.

Business

Response:

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 $150 out of $399.99.

We immediately cancelled the sale and refunded $150 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 $199.99 to be refunded to her through Revdex.com. We have listened customer's complaint and requested our bank to refund her

$199.99.

Our bank has provide us Bank Ref [redacted] for this refund. It will take 3-5 working days to hit her bank. I 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 cost. We believe that this case is closed from our end.

Consumer

Response:

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 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

Review: Upon advice from an [redacted] representative, I sought to resolve a possible virus problem on my PC. I have [redacted] installed so I opted to search for them online. There was a number that popped up under "[redacted] Support," so I called the number [redacted] on 7/7/2014. They told me that they were [redacted] support and that they could look at my computer. They told me to go to [redacted] and just click on download. Then I noticed the cursor moving, but I was told not to worry because it was just him controlling my computer to check it out. He told me there were a lot of problems with my PC. He even said, "I don't know how the computer is working with all those problems." The representative told me he would remove malware and viruses among other things for 299.99 for the computer, but asked if I had other computers. I said we had 3, so he said he could service all three for $399.99. I agreed to it, so he asked for my credit card information because he would not work on the computer unless I paid. After some time of watching him click on this or type that, he said that the PC was fixed. However, upon assuming control of my PC, I could no longer access the internet via channels I was used to. I called him to tell him this so he remotely accessed my computer again to resolve the issue. While they were still working on my PC, they suggested that work begin on my laptop. This is about the time my son intervened. He called [redacted] about their affiliation and found out that [redacted] had nothing to do with them. When my son confronted the representative about this and possible fraudulent claims on their part, the representative became extremely angry and said that they were never affiliated with [redacted]. I had things to do so I asked them to wrap up whatever they were doing for the evening. They had been working for close to six hours on my computers.

My son, suspicious of their activity, took my PC to [redacted] Electronics to have it looked at on 7/8/2014. That same day, we received a call from [redacted] informing us that work was completed and that there were a number of malware and viruses on the computer that they had removed. My son picked up my PC the following day (7/9/2014) along with documentation from [redacted] concerning the service performed. We contacted them to ask for a refund as services we paid for were not completed. They vehemently refused.

7/10/2014 we again contacted them to ask for a refund concerning the same issue. We were again refused. Later that day we received a call from "[redacted] Support." He said that the work done on the computer was already completed and that we were in no way eligible for a refund. My son brought up the work by [redacted] Electronics and the representative instead said that they could offer us a partial refund. We refused because how can we settle for a partial refund when services were not delivered as advertised?Desired Settlement: I would like to have a full refund of $399.99 for services that were never delivered.

I have already spoken to my bank about possible solutions to this, but I would like to give them a chance to rectify matters like a legitimate business.

Business

Response:

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

Review: Like others have reported, this company tries market themselves as Macfee through deceptive Google Adwords campaigns. They tried to con my wife into paying them $299 to remove a "virus" on a brand new computer. My wife was just trying to transfer her Macfee subscription to the new computer. They insisted on removing the "virus" because it was hiding in the network. After I found out about this I call the company & demanded a refund, but they refused.Desired Settlement: I would like a refund & a apology.

Business

Response:

[redacted]

This customer has contacted us within a week and asked us to provide refund of the payment which he paid for technical support.

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.

Consumer

Response:

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.

Review: Like every one else I was told I was talking to a [redacted] tech and of course I was lied to as well. I also did not get a chance to read the contract that I did not sign. The sunrise pc tech [redacted] never even asked me to read the documents over and after brushing through the documents pulled up my signature that I have on file and applied it to the documents. I did say after being pressured that I would allow them to fix my errors and reinstall [redacted] which is the only reason I talked to them in the first place. It took them almost 24 hours to so call fix my pc errors and install [redacted] and after they took remote control of my computer and so called fixed it, now my computer is worse then before. I have [redacted] for as long as I have my at&t service. So they lied to me when I was told that I needed [redacted] again. I know sunrise pc support expects me to pay them for what they did but I am not paying them for poor service. Even when I called them back the next day to inform them about the problems Benjamin seemed to me like he did not want to do any thing else to my computer even after I informed him that I had just received a critical dr. watson error when he was remote controlling my pc and he didn't even try attempt to fix it. He just told me that I need to get a tech to install more megabytes of ram and then my pc would be okay. In a nut shell, sunrise pc support is a joke. The first survey I filled out was a positive one because I trusted them and really thought my pc was fixed. However, the second one was not a good one because I new better this time.Desired Settlement: I do not want to be contacted, harassed, threatened, or bothered at all about making a payment to sunrise pc support nor do I want them reporting me to the credit bureaus for non-payment. I just want sunrise pc support techs who botched up my computer to never contact me again for anything. A letter or a written statement from them saying that I do not owe them any money for unsatisfactory services would be wonderful.

Business

Response:

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.

Review: I called this business (also known as TechNetonline services) accidentally when trying to contact Norton for a computer issue. The number was listed as being the number for Norton when I searched the internet. They represented themselves as part of Norton which is not true. They billed me $199.00 to install Norton and correct the computer issue, convincing me this was the only option to protect my personal and financial information. They instructed me to call anytime there were future problems and never call anyone else. The subscription was for 1 year of expert technical support.

On 3/25/2015 when I encountered a problem with the computer and called,TechNetonline they informed me the computer was hacked and I need to purchase Anti hacking software from them for 150.00. This was the only option to fix it. I declined purchasing the software, reminding them I already paid for one year of full tech support.

We then communicated directly with Norton and they were able to assist me to correct the problem myself.Desired Settlement: refund and warn others of this scam

Business

Response:

[redacted] was our customer from last one month. She called for the computer clean-up and Norton installation. Our technical team installed Norton from our end and activated the anti-malware software for Lifetime. Also she had the support for one computer for complete one year which cost her $199.99 including the software cost of Norton and Malwarebytes. After 29 days she called for the support, our technician offered extended support for the computer but she denied. Then technician create a support request and forward the case to technet team which is our windows department. All of sudden she hung-up and closed all the session. We tried to call her for the support but her phone was on voice message. When we received the email from your end, our quality team go through the calls and case notes. After 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 2015. We didn't deduct the charge of license which we provided to the customer. I really apologise for the inconvenience caused to her. Please see the attachment for the case note of the technical team. These are only for your reference only.Thank you[redacted]

Review: My secretary was trying to download Trend Micro upgrade on our computer. Had a problem doing so. Sunrise PC number was on Trend Micro site, she called number got person who sounded as though they were from India named [redacted]" and stated that he was from Sunrise PC Support. After conversation, she allowed remote access into the computer. He said there was a Trojan Horse that would not allow the download (this is a lie). He said and showed her the system and said programs were stopped because of the Trojan Horse csrss.exe. He said he could fix it and kept saying because of this problem Trend Micro upgrade would not load (a lie). She asked if he was connected with Trend Micro and he said he was (a lie). He was very convincing. She ended up agreeing to allow him to "fix" the computer and get the Trend Micro downloaded. Then was told the fee would be $399.99 for one year for a "fix" and future support. At this point there was no virus protection. We agreed and proceeded. Two hours later and the computer still did not have Trend Micro on it. During this time the remote scanned the computer using Microsoft Windows Malicious Removal Software [which can be accessed by anyone] which showed NO INFECTED FILES. The remote tech - OM PRAKASH - proceeded to state that Trend Micro could not be downloaded UNTIL Microsoft updates were loaded [which can be accessed by anyone] and asked permission to do so. She gave permission but was suspicious and went on her phone internet and found Trend Micro and called them direct. Was conference with Trend Micro and Sunrise PC Support stating customer wants refund. Stopped remote access during conversation. CSR said they would check tape and call back. Called back and stated that no refund would be issued because they did service. Asked for address where to file suit and he "John" stated that the have an office in DE and one in Australia. Would not give address - said to go to website. Also asked if they were licensed to do business in the State of Maryland. John said they were. Asked two more times and he confirmed both times. Have cancelled credit card due to compromise of information. Want refund of $399.99! due to misrepresentation of information given.Desired Settlement: Refund of $399.99.

Business

Response:

[redacted]

I just go through the James case details, he called for the Trend Micro installation help, he had two computer and willing for purchase a support plan for both computer. He paid $399.99 for the support

and Malwarebytes license with is a antimalwrae tool and that is one time charge software for $29.99 for one Computer. Then suddenly customer stated that you are not trend micro, our support agent cleared that we are Sunrise PC Support

and we are an independent support company, Customer asked for the refund. We have refunded the money at first request and I am sending you the attached receipt for the refund.

Consumer

Response:

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