Support By Techies

Revdex.com serving Northeast California[redacted]
[redacted] Kind Attn: [redacted]  Ref:Response to Complaint id No. [redacted] filed by one of our customers – [redacted] (the “Customer”)  Hi, This is with reference to the...

above captioned wherein you have asked us to document our position regarding complaint filed by the Customer.Firstly we would like to thank you for allowing us to put forth our facts for your consideration while reviewing and analyzing this complaint stating that there was a fraud in the billing.Now in this regard, we would like to state as follows:1.     Customer contacted us on January 12, 2016 stating that customer was facing some issue with her computer and wanted to avail our services for getting the same fixed. We as technical support providers agreed to provide the services, however providing necessary resolution was taking time due to the complexity and the customer got impatient and the issue could not be resolved at that time.2.     We tried contacting the cr of times but were unable to reach her.3.  Refund Policy - As a good corporate practice, we also believe and have a cancellation policy displayed on our website                                    (i.e. [redacted]), under Terms and Conditions which provides as follows:“Support By Techies also gives the option to cancel your subscription anytime during the period you’ve opted under the following conditions:          If our technicians have failed to resolve even a single issue in your PC till the time you ask for cancellation. (In such a scenario, we will refund the entire amount we’ve charged for a plan you’ve opted.)              If our technicians were able to resolve a few or all problems you encountered during the tenure of the plan yet you are not satisfied with the way the services were delivered, you can still cancel the service you’ve availed with Support By Techies. However, under such circumstances, refund will be made on pro-rata basis for the days left for expiration of the support plan.”Conclusion – Since the customer has asked for “Full Refund” we have provided the same.Kindly find the transaction receipt of the refund provided as the proof.Hope that this will resolve the complaint.Warm Regards,Customer SupportSupport By Techies  Encl : AVS Match Proof (Refund)

I am rejecting this response because:Their response is a lie, my computer is brand new, I only called what I thought was HP to inquire about any anti virus included with PC because it was full of malware, that slowed down a brand new PC.They are very aggressive,  speak little English,  and we're impossible to understand. I reviewed the exhibits, A is not my signature someone printed my name. B. They ask you to open a chat window on PC but then I find they are taking over my PC, including my email where they sent themselves am email from my email to cover their butts. When I saw they were in my email sending and deleting I unplugged it. I never said I'm happy with service. C. They said it was $9.99 to diagnose problem and that for 6 months I would be able to contact them through a chat window they placed in my desktop. Everytime I open chat and request my $249 back, they disconnect. Everytime  I call them they say can't help you. These people manipulate their phone number to show up under HP or close to HP. They lie, they never performed any service. I would of never of spent $249 on a brand new PC under warranty. They took control of my email  to make it appear I was emailing them satisfaction with their services. Again they never did anything of a service. They ask for $9.99 to perform a diagnosis then bill me $249. Fake an email. Then fake my signature,  which isn't even a legitimate signature. They need to be closed down. Lucky it was a new PC and had no information of importance otherwise they probably would of stolen it.    tech support and they barely speak English. Their scam is they create a chat window which allows them to take over your PC including email. They sent themselves an email from my own email that said I was satisfied and any electronic signature would of been their doing. I tried to take back control when I saw them going through my email, deleting and sending

I am rejecting this response because: When I paid the $299 it was not for a one time service I was told it was lifetime. I call a few months later and they said the service was 1 year but the virus protection was lifetime which was not what I understood the $299 to covey. If it is for a year I got this in Oct of last near and have still had no support for month. I received a few call from a technician but when I call back I was told I no longer had support it was only for 6 monts I would neverf have signed up and paid $299 fro only 6 months support.

Revdex.com serving Northeast California [redacted] West Sacramento, CA [redacted]   Kind Att: [redacted]     Ref: Response to Complaint id No. [redacted] filed by one of our customers – [redacted] (the “Customer”)     Hi,   This is with...

reference to the above captioned wherein you have asked us to document our position regarding to the complaint filed by the Customer. Firstly we would like to thank you for allowing us to put forth our facts. Now in this regard, we would like to state as follows: 1.Brief Facts - Customer contacted us on 14th September 2016 stating that he was facing some issue with his computer and wanted to avail our services for getting the same fixed. We as technical support providers agreed to provide the services and thereafter directed him to sign the service contract, which was done by him digitally on September 14th itself (the Service Contract signed is attached herewith as “Exhibit A”). We performed our part of the agreement and fixed the Customer issue. 2.     Feedback Email – In fact as a process, after delivering services and completing our support, we call the Customer to seek their valuable feedback, which was also done in this case. The Feedback clearly stated “It was fine. I authorize to close the case now” (the feedback mail is attached herewith as “Exhibit B”). 3.     Payment Process - The payment was authorized by the customer and the proof of the same is the AVS Match proof which is being produced as “Exhibit C”.   4.     Customer False claims –   ·      Certified Hewlett Packard Repair Service: We always make sure that customer should be informed about our independent identity on the call and same has been mentioned in service agreement, T&C and on our website. ·      Refusing Refund: The customer never called us for any refund and had he called us, we would have processed the same, however since he has demanded the same through this complaint we have processed the same and the proof of the same is enclosed herewith. ·      Feedback Email: We never force our customers for positive feedbacks. As a good corporate practice, technicians are not authorized to close the case without resolving and without confirmation from the customer.   Conclusion – Ø  Customer contacted us for computer related issue. We diagnosed the computer and offered our services. We directed him to sign the service contract and after that we worked on the computer and fixed all the issues with computer. (Customer has acknowledged the same). Ø  Customer never contacted us back for refund after getting his problem resolved because as per the contract customer is liable to get refund on pro-Data basis only but here customer is disputing the charge to get the full amount refunded. Still if the customer is demanding a refund we are refunding the complete amount to him and the proof for the same is also enclosed herewith (Exhibit D) Hope you appreciate the same and quash this compliant in totality. Warm Regards, Customer Support

Revdex.com serving Northeast California3075 Beacon BlvdWest Sacramento, CA 95691 Kind Attn: [redacted]  Ref: Response to Complaint Id No. [redacted] filed by one of our customers – [redacted] (the          ...

“Customer”)  Hi, This is with reference to the above captioned wherein you have asked us to document our position regarding the complaint filed by the Customer.Firstly, we would like to thank you for allowing us to put forth our facts for your consideration.Now in this regard, we would like to state as follows:1.     Brief Facts - Customer contacted us on 19th December 2016 stating that she was facing some issue with her computer and wanted to avail our services for getting the same fixed. We as technical support provider agreed to provide the services and thereafter directed her to sign the service contract, which was done by her digitally on December 19th itself (the Service Contract signed is attached herewith as “Exhibit A”). We performed our part of the agreement and fixed the Customer issue.2.     Feedback Email – In fact as a process, after delivering services and completing our support, we call the Customer to seek their valuable feedback, which was also done in this case. The Feedback clearly stated, “Everything looks good I checked it so I authorize you to close the case as resolved. Thanks” (the feedback mail is attached herewith as “Exhibit B”).3.     Payment Process - The payment was authorized by the customer and the proof of the same is the AVS Match proof which is being produced as “Exhibit C”. 4.     Customer False claims – ·      Microsoft Repair Service: We always make sure that customer should be informed about our independent identity on the call and same has been mentioned in service agreement, T&C and on our website.·      Issue was not Resolved: We worked on the computer and fixed all the issues with computer. (Customer has acknowledged the same). Conclusion –Ø  Customer contacted us for computer related issue. We diagnosed the computer and offered our services. We directed her to sign the service contract and after that we worked on the computer and fixed all the issues with computer. (Customer has acknowledged the same). Ø  Customer never contacted us back for refund after getting her problem resolved. As per the contract signed, customer is liable to get refund on pro-rata basis only, however here the customer is disputing the charge to get the full amount refunded. We at Support by techies strive for excellence in customer service and therefore keeping and respecting our customer’s wish, we are refunding the complete amount charged without contesting merit of it. A scanned copy of the check sent to the customer at the address - [redacted], Trail, Shreveport, LA 71118, is herewith enclosed as Exhibit D Hope you appreciate the same and quash this compliant in totality. Warm Regards,Customer Support

Dear Sir or Madam:We thank you for notifying us for this complaint. We deeply regret all the inconvenience that it may have caused the customer.With regards to this chase we would like to inform you that Support by Techies is a third party remote technical service provider. We are in no way, shape...

or form related to Apple as clearly mentioned on our website and also on service contract digitally signed by the customer.We take feedbacks and complaints seriously. We have performed a thorough investigation and audited the sales call technical calls recordings.The customer had contracted us on 04/04/2015 with regards to a pop-ups issue on the computer. The tech was able to help the customer with the same and resolved the problem for which customer paid $49.99.In response to the service provided to customer, the customer sent us a positive feedback stating that the computer was working fine. Later that day, customer called us again saying he was getting pop-ups again. The tech guided him and resolved the issue. After which the computer was working fine and there were no further complaints from the customer.On 04/17/2015, customer called us regarding "grey screen" error with the computer. This issue required the customer to have the original installation disc and customer did not have. Due to this limitation, customer was asked to take the laptop to the local store and as a courtesy we refunded the amount $49.99 which customer had originally paid.The issue was fixable if customer had the original disc along. The issue that the customer was facing could be due to hardware issue. Since it was refurbished laptop, we had suggested the customer to contact the person from whom he bought it.We would like to assure the customer that no harm was done to the computer with the tech accessing it. No malicious activity was performed on it. All active programs and applications should be working in the same way as they were before. This is corroborated by the fact that computer worked for 15 days without any problem.Now Customer demands to reimburse the amount paid for the refurbished laptop ie. $349.00.Without getting into the merit of the case and not withstanding customer's complaint, we are issuing check # [redacted] dated 05/21/15 in amount of $349.99 as demanded by the customer, as a gesture of good will. However, we expect customer to send the laptop in question for academic interest and training purposes, to understand exact problem and to improve our services in future.We are hereby enclosing scanned copy of check. Check has been mailed to the customer's address mentioned on page 2 of the complaint.We assume that Revdex.com will help us in closing the complaint and would receipt the laptop in question on our behalf from the customer. Hence, with the assumption we would request the customer to send laptop using US Postal ground services to Revdex.com, 3075 Beacon Blvd, West Sacramento, CA 95691 Attention: Mr. [redacted], Information Specialist. We shall collect laptop from Mr [redacted] from his office in West Sacramento.Thanking you,Support by TechiesEncl: Scanned copy of Check # [redacted] dated 05/21/15

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Thanks for your support in regards to this issue even tho my computer was not  fix after a month of been worked on I was finally able to get my money back.

Revdex.com serving Northeast California3075 Beacon BlvdWest Sacramento, CA 95691  Kind Att: [redacted]Ref: Response to Complaint Id No. [redacted] filed by one of our customers – [redacted] (the “Customer”) Hi, This is with reference to the above captioned wherein...

you have asked us to document our position regarding complaint filed by the Customer.Firstly, we would like to thank you for allowing us to put forth our facts for your consideration.Now in this regard, we would like to state as follows:1.     Brief Facts - Customer contacted us on 24th Nov 2016 stating that he was facing some issue with his computer and wanted to avail our services for getting the same fixed. We as technical support providers agreed to provide the services and thereafter directed him to sign the service contract, which was done by him digitally on 24th Nov 2016 itself (the Service Contract signed is attached herewith as “Exhibit A”). We performed our part of the agreement and fixed the Customer issue.2.     Payment Process – The payment was authorized by the customer and the proof of the same is the AVS Match proof which is being produced as “Exhibit B”.3.     Feedback Form – In fact, as a process, after delivering services and completing our support, we do send a Feedback form to the Customer to seek their valuable feedback, which was also done in this case. The Feedback clearly stated “Issues have been resolved for now. Can close the case for now.!” The mail is also attached herewith as “Exhibit C”.4.     Customer False claims –  ·      Microsoft Support: We always make sure that customer should be informed about our independent identity on the call and same has been mentioned in service agreement, T&C and on our website. We may also add that Customer claims that we represented ourselves as some other party. ·      Issue was not Resolved: Issue was resolved as per the customer’s satisfaction and had the Customer not been satisfied by our services, acted in prudent manner by contacting us for rectification or had not shared the feedback as stated above·      In this regard, we would like to inform you that Support By Techies is a third party independent technical service provider with no affiliation with any other brand and the same was conveyed to the Customer. We nowhere have mentioned that we were linked to any third party in any manner. The screenshots of our Company website which clearly has a disclaimer of no link with other parties and our contact page which clearly depicts our Company name is also attached below as “Exhibit D”). Thus there are rare chances of Customer confusing us with any third party so the Customer claim that we were not as described is false and should be rejected. Conclusion –Ø  Customer contacted us for computer related issue. We diagnosed the computer and offered our services. We directed him to sign the service contract and after that we worked on the computer and fixed all the issues with computer. (Evident from Feedback Email). Ø  Customer contacted us back for refund after getting his problem resolved. We have offered partial refund only as work was completed on his computer to his satisfaction. Customer denied to it and filed the chargeback with his bank that was reversed in our favor.Ø  In keeping up with our tradition and belief of “Customer First” we again offer a partial refund upon consideration of one time incidental support that we have provided i.e. a refund can be done to the value of $149.99 if the customer agrees and write to us at [redacted] and [redacted]. Upon receipt of the consent email from the customer we shall start the process of refund.   Hope you appreciate the same and quash this compliant in totality. Warm Regards,Customer Support

Review: Was misled that they were a certified [redacted] repair service for my printer only to find out the opposite. They were located in New Delhi, India service techs that have nothing to do with [redacted] per Palo Alto Exec. named Donald [redacted]. After the first day working on the problem for 5 hours I realized they didnt know what they were doing & asked to stop & give me a credit on my $130 [redacted] charge(they wouldnt start any work until the cc was given). They refused to give me a credit & was coerced into having them work on it a 2nd day for another 2 hours finally completing the work & forcing me to sign a statement saying that I was satisfied with their work. They were even typing in words to statement & forcing me to sign electronically. I notified my credit card Co. & reported them as fraud & did a stop payment on card, had it voided & awaiting action with a claim #. I also have a complaint filed with the State Attorney General in Sacramento. Complaint # available upon request. I was lied to, misled, coerced & deceived by this group of fraudulent subcontractors.Desired Settlement: Would like a credit on my original charge of $130 made, since I was forced to pay this after being coerced into signing an agreement I didnt believe was the truth. This business is very bad & their employees are even worse. Other potential customers should be aware of a company like this to avoid further problems & expense.

Business

Response:

Revdex.com serving Northeast California3075Beacon BlvdWest Sacramento, CA 95691 Kind Attn: [redacted]

* Ref: Response to Complaint ID No. [redacted] filed by one of our customer – [redacted]h [redacted] (the “Customer”) Hi, This is with reference to the above captioned wherein you have asked us to document our position regarding complaint filed by the Customer.Firstly we would like to thank you for allowing us to put forth our facts for your consideration while reviewing and analyzing this complaint.Now in this regard, we would like to state as follows:1. Brief Facts - Customer contacted us on 28th May 2016 stating that he was facing some issue with his computer and wanted to avail our services for getting the same fixed. We as technical support providers agreed to provide the services and thereafter directed him to sign the service contract, which was done by him digitally on May 28th itself (the Service Contract signed is attached herewith as “Exhibit A”). We performed our part of the agreement and fixed the Customer issue.2. Feedback Email – In fact as a process, after delivering services and completing our support, we call customers to seek valuable feedback, which was also done in this case. The Feedback clearly states that “I'm satisfied with Rohit's work to Fix my Computer and I Authorize to close the Case” (the feedback mail is attached herewith as “Exhibit B”).3. Payment Authorization - The Customer’s claim of wrongly being charged is not valid as he has himself authorized the payment and we do have a proof substantiating our claim as we have transaction authorization slip as well as AVS match proof which is attached herewith as “Exhibit C”. 4. Customer False claims – · Certified [redacted] Repair Service: We always make sure that customer should be informed about our independent identity on the call and same has been mentioned in service agreement, T&C and on our website.· Refusing Refund: We never denied refund and we only asked for some time to escalate the case to our higher level escalation team to do some research on it. Next day Rohit (Escalation Team Member) was able to resolve the issue within 2 hours. Customer has acknowledged the same.· Feedback Email: We never force our customers for positive feedbacks. As a good corporate practice, technicians are not authorized to close the case without resolving the issue and without confirmation from the customer.Conclusion –Ø Customer contacted us for computer related issue. We diagnosed the computer and offered our services. We directed him to sign the service contract and after that we worked on the computer and fixed all the issues with not only printer but also with computer. (Customer has acknowledged the same). Now customer is claiming that charge was fraudulent which is not true because customer was not only informed about our company on the call but also we have sent all the documents to the customer’s email containing the details about our independent identity. Customer was only concerned about his printer problem and wanted to get it fixed anyhow.Ø Customer never contacted us back for refund after getting his problem resolved because as per the contract customer is eligible to get refund on pro-rata basis only but here customer is disputing the charge to get full amount refunded. Ø We have decided to refund full amount as a gesture of good will, saving our legal rights. Proof of the same is attached herewith (Exhibit D)Hope you appreciate the same and quash this compliant in totality. Warm Regards,Customer Services Enclosures :Exhibit A: Service Agreement signed by the customer Exhibit B – Feedback mailExhibit C - AVS Match Proof (Purchase)Exhibit D - AVS Match Proof (Refund)

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

A lot of what they discuss is not true & never occurred the way they stated in rebuttal, but since they are refunding my charge I will accept that. [redacted] was on the first day, as well as the second day, there was no escalation as they say, I watched their every move & could see he was on since they took over my computer, just incompetence & refusal to discontinue, after making an excuse the office was closed & they couldnt issue a refund at the time. As far as a statement, they actually typed in the words after I was coerced into doing so. One of the worst experiences I've had with these "techies" in New Delhi, who conducted themselves very unprofessional, even talking back to me in a derogatory tone. I will never do business with this organization again & will steer clear any friends I have that require help with [redacted] printers in the future. Avoid this bunch at all costs!

I was down loading A security software and having problems, my 3 computer were running to slow the

company where I was down loading the security software referred me to Support By Techies. They took over and fix all my problems I had with my 3 computers. I am surprised my 3 computers run so much better now.

Thanks, Support By Techies.

Review: I was scammed for $799.98 on 18 oct 2015 by SUPPORT BY TECHIES.I called an 1-800 number

associated with norton by symantic to talk with their tea support.Techies answered the call and told me that my computer has been hacked by individuals located in 2 mid-eastern countries.The technician stated that the NSA servers had been hacked and that is how my computer was accessed.The tech did something to my computer, the charged me $499.99. Later that day another tech called me and said he needed to perform another task on the computer. this time I was charged $299.99.

A few days later I called AT&T internet support and told the lady what had happened to me.I was told that nothing was wrong with my computer.

Approx 3 weeks ago I contacted support by techies, they asked for my credit card number and the routing and account number to my checking account so they can refund The $799.99.I saved a voice mail left on my iPhone later that day that the money was being refunded. no money as of yet.Desired Settlement: PLEASE DON'T THEM GET AWAY WITH THIS SCAM.

THEIR ARE PROBABLY OTHERS THAT HAVE BEEN VICTIMIZED ,

Business

Response:

[redacted]

[redacted] Kind Attn: [redacted] Ref: Response to Complaint id No. [redacted] filed by one of our customers – [redacted] (the “Customer”) Hi, This is with reference to the above captioned wherein you have asked us to document our position regarding complaint filed by the Customer. Firstly we would like to thank you for allowing us to put forth our facts for your consideration while reviewing and analyzing this complaint stating Refund or Exchange Issues. Now in this regard, we would like to state as follows: 1. Customer contacted us on October 18, 2015 stating that he was facing some issue with his computer and wanted to avail our services for getting the same fixed. We as technical support providers agreed to provide the services. We performed our part of the agreement and fixed the Customer issue in whatever manner that was possible. The proof of the same is the feedback mail sent by the customer which is being produced here as “Exhibit A”. The problem stated by customer in his complaint that he paid us twice is completely untrue since he had called us only once and we had charged him $ 299.99. The earlier charge mentioned by him has not been made by us. 2. The payment was authorized by the customer, and the proof of the same is the AVS Match proof which is being produced as “Exhibit B”. 3. Refund Policy - As a good corporate practice, we also believe and have a cancellation policy displayed on our website (i.e. www.supportbytechies.com), under Terms and Conditions which provides as follows: “Support By Techies also gives the option to cancel your subscription anytime during the period you’ve opted under the following conditions: If our technicians have failed to resolve even a single issue in your PC till the time you ask for cancellation. (In such a scenario, we will refund the entire amount we’ve charged for a plan you’ve opted.) If our technicians were able to resolve a few or all problems you encountered during the tenure of the plan yet you are not satisfied with the way the services were delivered, you can still cancel the service you’ve availed with Support By Techies. However, under such circumstances, refund will be made on pro-rata basis for the days left for expiration of the support plan.” 4. Customer even filed a chargeback for this amount in the month of October and he lost over there since we had all the evidences. Hence he has now filed a Revdex.com complaint, which clearly indicates his intention of getting back the money after getting, all the work done satisfactorily.Conclusion – As the customer himself provided all the necessary details and authorized payment, there is no question of any fraud being involved, thus we do not see any further action required in this matter/complaint. Hope you will appreciate the same and quash this complaint in totality. Warm Regards, Customer Service Support By Techies

Consumer

Response:

GREETINGS;MRS JONES-THOMAS, I WOULD LIKE TO THANK YOU SO VERY MUCHFOR YOUR HELP. THE REFUND OF $199.99 WAS CREDITED TO MY ACCOUNT THIS MORNINGBY SUPPORT BY TECHIES.ALSO, TECHGENIUS TOLD ME ON 29 JAN 2015 THAT THE $499.99 WILL BEREFUNDED TO ME IN 2 TO 3 DAYS.AGAIN, THANK YOUR VERY MUCH.GOD BLESS YOU AND YOUR FAMILY

Review: Fraud in being Billed $49.00 USD. Using my credit [redacted] CardDesired Settlement: I was promised a full correction on My [redacted] card (refund) but they did not Honor promise

Consumer

Response:

Thank you !The complaint has been taken care of the parties involved revised the complaintand credited my [redacted] card.[redacted]

Review: My HP computer had a virus and I went to HP Support but was directed to Support Techies aka Amity Software. I paid $159 for a 3 month service and After experiencing their technicians work I then realized they were not experienced nor a trusted company. I asked them for a refund and they agreed but I have not received it and they have blocked my phone number from contacting them.Desired Settlement: A full refund of $159

Business

Response:

Our older computer was infected by multiple viruses and ran very slowly. Support by Techies cleaned it and had it working in about 2 hours. We are very pleased with their service.

Review: I have elite it services and in may 1995 I called to fix a problem with my computer and got a man with an indian [sec] we went thru part of the process when he stated that we could not go any further because I did not a warrenty and I needed to pay 299.99 for this warrenty. I tried to use the hp support and could not because my service had expired. I talked to the techies manager and was told I had a years subscription he kept telling me all of the services they had. I was told no refund and again with the spill about their services.Desired Settlement: no settlement requested

Business

Response:

Revdex.com 3075Beacon BlvdWest Sacramento, CA 95691Kind Att: [redacted]Ref: Response to Complaint id No. [redacted] filed by one of

our customers – [redacted] (the “Customer”)Dear Sir,This is with reference to

the above captioned complaint wherein you have asked us to document our position

regarding complaint filed by the Customer.Firstly we would like to thank you for allowing us

to put forth our facts for your consideration. Now in this regard, we would like to state as

follows:Customer contacted us on May 23, 2015 stating that he was facing some issue with his computer and wanted to avail our services for getting the same fixed. We as technical support providers agreed to provide the services and thereafter directed him to sign the service contract, which was done by him digitally on May 23 (the Service Contract signed is attached herewith as “Exhibit A”). We performed our part of the

agreement and fixed the Customer issue. The

proof of the same is the feedback mail sent by the customer which is being

produced here as “Exhibit B”.The payment was authorized by the customer and the proof of the same is the [redacted] proof which is being produced as “Exhibit C”.Refund Policy - As a good corporate practice, we also believe, and have a cancellation policy displayed on our website (i.e. [redacted], under Terms and Conditions which provides as follows:“Support By Techies also gives the option to cancel your subscription

anytime during the period you’ve opted under the following conditions: If

our technicians have failed to resolve even a single issue in your PC till the

time you ask for cancellation. (In such a scenario, we will refund the entire

amount we’ve charged for a plan you’ve opted.) If our technicians were able to resolve a few or all problems you encountered during the tenure of the plan yet you are not satisfied with the way the services were delivered, you can still cancel the service you’ve availed with Support By Techies. However, under such circumstances, refund will be made on pro-rata basis for the days left for expiration of the support plan.”Conclusion – As the customer himself

provided all the necessary details and has signed the Service Agreement there

is no question of any fraud being involved, thus we do not see any further

action required in this matter/ complaint. Hope that you will appreciate the same. We would request you to quash this compliant in totality. Warm

Regards,Customer

Service

Did a superb job of cleaning out an old PC with Windows XP. They were deligent in their application and extremely thorough in improving the speed and functionality of my 2007 HP 17" Pavilion Laptop.

your services are wonderful I don't know what I would do without my techie guys. Very very polite too. thank you [redacted]

Review: When my computer started performing badly in January of 2014 I noticed 'pop-up' ads for "SUPPORT BY TECHIES" on my computer. After shopping around a little and comparing prices, I clicked on the pop-up ad and subscribed to their online tech support service for $199... It never occurred to me that the pop-up ad was a virus that THEY had installed on my computer. When I subscribed to "Support by Techies" January 8th 2014, they said I would recieve UNLIMITED, LIFETIME, TECH SUPPORT (on the computer I was contacting them with) for $199, and also, ONE YEAR of unlimited tech support for all of my other devices (other computers, printers, scanners etc.) was included AT NO EXTRA CHARGE. The lifetime service sounded like a good deal to me, so I payed the $199 with my Visa and 6 hours later my computer was running like it was supposed too.BUT..... When I contacted them today to fix my computer again (the one with the LIFETIME COVERAGE) that crashed completely last Friday, they said the support was for ONE YEAR ONLY, and that it had expired, and that they wanted another $199. to fix it this time!.... I argued with them about the LIFETIME SUPPORT, but they insisted it was only ONE YEAR (which I KNOW, without doubt, is a LIE) I finally got tired of arguing and said "I can buy another computer EXACTLY like the one I need fixed from StoneCastle for $150 bucks!" and hung up....... THEY CALLED ME BACK AND CONTINUED THEIR SALES PITCH!! They said "you don't want to buy another computer John, the same thing COULD happen to your new computer and then where would you be?"IT WAS THEN I REALIZED IT WAS THEM THAT HAD CRASHED MY COMPUTER!(It's a scam! They load your computer up with viruses and then they charge you $199. to fix it!)I thought it was kind of funny that they had all my information and knew my name the second I called, when I had called them from their 800 number I'd found on the internet. IT WAS LIKE THEY KNEW I WAS GOING TO CALL, AND THEY WERE WAITING FOR ME TO CALL AT SOME POINT!Desired Settlement: I would like the unlimited, LIFETIME tech support (ON ONE COMPUTER) I was promised when I subscribed, nothing more, nothing less, and if they can't do that, (for ANY reason) I would like a full refund. (even though they DID fix my ONE computer, twice in the course of the first year)

Business

Response:

Support By Techies received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, [redacted] complains that he opted for the services with the impression of lifetime services for his one computer and one-year technical support for the peripherals. He is requesting to either provide him thelifetime support for one computer or refund the amount he originally paid. ??Account research regarding this complaint shows that Support By Techies is focused on delivering a wide choice of solutions and the best possible experience to our customers. Be assured that Support By Techies has not "misled" the customer. The company aims to consistently deliver professional service to our customers andwe provided services in this case also as mentioned by the customer. We would also like to bring to attention that customer raised this complaint almost after a year where customer also claimed that customer had One Year Technical Support (6 months Plus 6 Months Free). It could be that customer misinterpreted the agent. Since, we cannot provide lifetime support for the one computer hence, we haveinitiated the process of refunding the whole amount $199.99 vide check number 1191 dated 02/09/15 mailed to the address provided by the customer.We apologize for the annoyance that this might have caused to the customer. The company is actively working to improve its services and your feedback has proved to be invaluable. Sincerely,Customer ServicesSupport by Techies

Review: My wife was on the internet and a pop-op came up stating that our web browser had a virus and it supplied a phone number. Thinking it was a [redacted] number, we called. The tech support person on the line told us it would cost $200 for a one year online support warranty. We were told if we went to the [redacted] store it would cost $130 dollars to repair or the [redacted] plan would cost around $300. We thought the $200 was a good deal so we agreed to the online support warranty. Afterwords, I called the [redacted] support number and I was told the fix was easy and would have been free. The [redacted] representative also said [redacted] would not even sell us [redacted] because our computer is too old. The [redacted] representative told us that he'd heard of scams like this before and he helped us remove the software that enabled Support By Techies to access our computer. He also verified that no harmful software was left on our computer. He fixed the original problem and did not charge us.I then called Support by Techies, complaining that their claims were unsupported and we felt scammed. We called twice and both times we were told the claims regarding costs with [redacted] were never made. We were told that the tech never said anything about [redacted] costs during their "recording" of the initial phone conversation, which is a lie because he stated his claims multiple times. We even have a typed document they placed in our computer indicating prices. They claimed not to have installed any software as well. (Though the [redacted] representative found several install files they had left.) We told them we would dispute the claim with our credit card company and complain to the Revdex.com. They hung up on us both times.Desired Settlement: $200 refund--cost of service

Business

Response:

We are writing with reference to complaint made by Mr. [redacted] on 30th January, 2015.We are sorry you have been subjected to such a frustrating series of events. We take great care to ensure that important matters such as this are properly managed, although due to our misfortune, an acceptable standard has clearly not been met and we have clearly not succeeded in meeting your expectations. Though we spoke to your wife and had asked for 24 hours so that we could investigate and revert back, still we were not given a chance. Below are the points raised by the customer and our reply to each. · Customer called Support Number in order to get the problem fixed on the computer assuming we were [redacted]: He probably called us through our various advertisements which nowhere says we are Apple.· Customer claims that the representative misguided him by quoting him prices for [redacted] Support: The representative quoted the price ONLY for the services provided by us. The various plans available out of which customer opted 6 months + 6 months free plan for $199.99. When the customer signed up with the services, he knew he was paying to Support By Techies since our payment page clearly mentions the name of the company and also the receipt that is sent to customer, also carries the Company’s name and other details. · [redacted] Expert fixed the computer and removed software: Customer did not call because he was facing the problem but just for the verification. The customer did not let our technicians finish the work and disconnected the remote during the process. Hence, there could be some pending work left.· Customer called us and his grievance was not addressed: Our representative asked for 24 hours from the customer in order to verify and revert. Next day, after verifying that the customer was not satisfied, we decided to VOID the payment. This means that the payment was cancelled without charging the customer. Customer’s card should reflect the cancelled payment, which we hope will be acceptable to the customer as per his request. Once again, we deeply regret all the inconvenience caused.Sincerely,Customer ServiceSupport By Techies

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. However, I disagree with how the company represented the facts of the situation.The "advertisement" they mentioned was a pop up window designed to look like an error message. This pop up created two false impressions. First, it created the impression that something was wrong with my computer. In truth nothing was wrong. Second, since error messages only come from software applications or operating systems, this pop up created the impression that I was dealing with [redacted] Computer or at least an affiliated company. When I called the number listed in the pop up, the person on the phone directed me to a web page on the [redacted] website. This page displayed my computer's warranty information. By taking me to this page they reinforced the impression that I was dealing with [redacted]. They only told me their own company's name after they had thoroughly embedded the impression of [redacted] affiliation.Their actions and words were intentionally calculated to deceive customers while legally protecting themselves.After much arguing they agreed to cancel the charges to my credit card. For that reason, in spite of their dishonest conduct, I find the matter resolved. I am not interested in further action at this time.

Review: I contacted this company through a help button on Microsoft Office. When I called 855.576.4777, the rep said he would have to call me right back and called from another phone number. I was told it would take 1hr to "clean up" my computer for a fee of $99 for 3mo of unlimited IT Support. It took over 30hrs and then had computer issues after they were done remoting in to my computer. I also experienced a fraud charge on my debit card and had to report my other credit cards as stolen to protect my other accounts. I contacted my internet provider and they weren't able to remote in because of something Support by Techies had done.I refuse to answer any calls from Support by Techies and I get daily calls and they've also tried calling me from different and Unknown phone numbers. I still feel like they can monitor my internet activity.Desired Settlement: Get this company off the internet. They are scammers.

Business

Response:

Hello,

We are in receipt of this complaint through Revdex.com and are quite surprised to read the contents. The facts of the matter are as explained below:

“I contacted this company through a help button on Microsoft Office.”

We are thankful to the customer for calling us and giving us an opportunity to serve her.

“When I called 855.576.4777, the rep said he would have to call me right back and called from another phone number.”

This is to confirm that 1-855-576-4777 is our customer service phone number. However, the line was very bad that time and there was voice breakage on that line. That was the reason behind calling back the customer from another line.

“I was told it would take 1 hr to "clean up" my computer for a fee of $99 for 3mo of unlimited IT Support.”

That is an absolutely correct statement. Our original estimate was “one hour” to fix the issue involved. Further, $99 is our standard charge for fixing such issues and extend three months of unlimited IT support, which was communicated to the customer clearly. She agreed to pay the same and paid these charges through her credit card.

“It took over 30hrs and then had computer issues after they were done remoting in to my computer.”

It certainly took more time to fix the issue because the problems in the customer`s computer were much more complex than what we had initially estimated. However, customer was called back and informed by us that it will take more time to fix her computer.

“I also experienced a fraud charge on my debit card and had to report my other credit cards as stolen to protect my other accounts.”

How can the charge be fraudulent when the customer herself has made this payment on internet, against our invoice. This is to be noted that neither we are on the customer`s computer, nor we have any access to that, when the payment is being made on that computer by the customer.

Further, we do not have any records of customer’s card number(s) as the card authorization is done through industry standard secure gateway only. Therefore, we assure you that any fears regarding misuse of card numbers by us, are entirely imaginary since neither we have any access to customer’s card numbers nor we are in cheating business.

“I contacted my internet provider and they weren't able to remote in because of something Support by Techies had done.”

This is very strange. Neither we have done any such thing nor we were ever informed by the customer, of any such issue being encountered.

“I refuse to answer any calls from Support by Techies and I get daily calls and they've also tried calling me from different and unknown phone numbers.”

As a matter of policy, we do call the customer to get a feedback on his/her satisfaction level. That is why these calls were made. We tried to call her for a week - but no luck. We also left voicemails for customer - but there was no response. She was called thrice a day on different timings. Finally, we sent an email requesting for her feedback or to inform us if there were any issues, still being faced. All this was done in good faith and to serve her better.

“I still feel like they can monitor my internet activity.”

We can get remote access of customer`s computer, only after he/she agrees to give the remote access. This access is granted by explicitely agreeing to it - by entering certain passwords on the computer. Once that remote session is over, or internet connection is broken, or computer is switched off, the remote access discontinues automatically. It is not possible to access the customer`s computer again, unless the customer again grants that permission by following the same procedure.

Conclusion:

We have voice recordings for all the conversations with the customer, which can be replayed to prove that customer agreed to make the payment against our services. Further, we have complete session recordings for all the work done by us on customer’s computer, in order to fix the reported problems. Services were rendered to customer as per our standard terms & conditions. Everything we have done is very much legal and ethical.

Till date, we have neither received any phone or email communication from the customer, asking for refund or looking for any further assistance. On the other hand, we always look for customer satisfaction and that is why we put in our best efforts to contact the customer for a feedback. We would have certainly refunded the customer, if there was any communication from her indicating that she was not satisfied with our services and asking for refund.

We are hereby sending a refund cheque for $99 to her and mailing it to following address:

Best Regards,

Support By Techies

care Amity Software, Inc.

Consumer

Response:

I am rejecting this response because: I do not feel I'm being taken seriously by Amity Software, Inc./Support by Techies/Microsoft Support or whatever this "business" wants to call themselves. I didn't hear any static or "voice breakage" when I called 855.576.4777. Why would calling from a different phone number when you're calling from a call center make any difference in the line connection? The company has lied about trying to "call me for a week". I received calls daily and usually multiple times starting 2/4/14 through approximately 3/20/14, that's harassment. Half the time I didn't know what they were saying, their English is very broken. They only reason I called was to be able to access MicroSoft Word since I didn't have my Product Key Code, not to have all my files and data looked at.

I've not felt comfortable when using my internet. I have had to change all my passwords and change how I make purchases online, which has caused an inconvenience for me. As I tell of my experiences, I learn from so many other people that have been caught in this scam.