SupportBuddy

Initial Business Response / [redacted] (12210, 8, 2015/05/15) */ Thank You for the grievance notification, in regards to this case we would first of all like to inform Ms [redacted] that Supportbuddy is an independent 3rd party remote tech service providerWe are in no way, or form related to Apple or any software or hardware companyWe take feedbacks seriously, our quality team will audit the call for any non-adherence to internal processes or expectations, we will action as per the findings As far as Ms [redacted] worries about the tech accessing her computer through remote, we would like to inform her that it's completely safe and within our guidelinesThe remote tool which is used for troubleshooting issues is a secured and is under continues monitoring to safeguard our customersThe tech accesses the computer remotely in order to diagnose the problem betterThe tech would not delete of remove anything from any customer's computer without their permission (if required be)Additionally the customer has the option to disconnect the remote session if she gets suspicious about anything We would like to assure Ms [redacted] that no harm was done to her computer in any manner by the technician who helped her fix her issueNo activity was performed on it which would result in deleting any information Furthermore Ms [redacted] called back and our customer service representative confirmed the primary issue resolution where MS [redacted] informed us that her computer was running slowThe representative offered her assistance from Escalation team to resolve the issue but MS [redacted] was not around her computer so she informed that she will be calling back We apologize that her experience with us was not satisfactoryWe have initiated the complete refund in the amount of $Please allow approximately 7-business days for the refund processing We are committed to resolve all our customer queries to their satisfaction and for all future communications related to this concern We appreciate Revdex.com for keeping us informed for issues that our customers face Final Business Response / [redacted] (1000, 16, 2015/05/25) */ We apologize to Ms [redacted] for any inconvenience; we have already put her number on Do Not Call ListAnd she would not receive any further call from us in future We would also like to offer Ms [redacted] free assistance to help her check any missing data, however she would have to contact us on Customer Service phone number (XXXX-XXX-XXXX) as we have now put her number on "do not call" We thank Revdex.com for sharing the customer's concern Regards, Customer Service Team SupportBuddy

Initial Business Response / [redacted] (1000, 8, 2015/06/26) */ Thank You for the grievance notification, we would like to inform Ms [redacted] that SupportBuddy is an independent 3rd party remote tech service providerWe are not associated to Apple or any software or hardware company We take customer's feedbacks strongly and work on them to enhance customer's experience, our quality team will be auditing this call for any non-adherence to internal processes or expectations, and will action accordingly We apologize that her experience with us was not satisfactoryWe respect her decision and would like to inform that the customer service has initiated the refund for the amount of $219.99, on 23rd June 2015, it will reflect in her next billing cycle We appreciate Revdex.com for keeping us informed for issues that our customers face Regards, Customer Service Team SupportBuddy

Final Consumer Response / [redacted] (2000, 6, 2015/05/29) */ SupportBuddy called my husband to follow up on an extended service contract they wanted to sell usMy husband explained our dissatisfaction with their practices and demanded a refundThe technician argued that they had spent over an hour working on the computer, and we had requested the service and voluntarily paidMy husband expressed that their solicitation was dishonest and that we had since learned from Apple that the work done on the laptop was never needed in the first placeAgain he demanded a refund, and the technician ultimately complied The "Customer Care" number published on the SB website (X-XXX-XXX-XXXX) still doesn't workAnd I never received any response to my email asking for assistanceOur issue is, however, resolved

Initial Business Response / [redacted] (1000, 5, 2016/07/21) */ On July 12, Ms [redacted] called SupportBuddy looking for support however we could not locate her account with usPost checking with contact details of Ms [redacted] we found that she is not registered with us and she has never called SupportBuddy post or prior to July 12, As per the telephonic conversation with SupportBuddy representative, Ms [redacted] had reported to be charged by a company named "online tech support" which she confirmed post checking her bank statementThe contact numbers shared by the customer "XXXXXXXXXX and XXXXXXXXXX" do not belong to SupportBuddyAlso we have no employee named " [redacted] " We can be reached at " [redacted] (for technical support) and [redacted] (for billing queries)"For more information Ms [redacted] can visit our website http://www.supportbuddy.net/ We appreciate Revdex.com for keeping us informed for issues that our customers face Thanks, SupportBuddy Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

This is in reference to the complaint filed by Ms***We would like to appraise Ms [redacted] that SupportBuddy is a third party technical support and is not associated with any OEMWe already have passed your case for internal investigation to our quality team, which will take action to any false commitments madeSupportBuddy has been in business for more than year and have successfully served millions of satisfied customersWe regret that Ms***’s experience with us was not satisfactoryWe would also like to appraise her that all the amount on her card was refunded back to her card and her phone number has been put to DNC from SupportBuddy as per her requestWe thank Revdex.com for highlighting the issues that our customers faceTeam SupportBuddy

In reference to this complaint filed by Ms*** Our internal investigation revealed that the last contact with her from SupportBuddy was on Jan 7, 2017, post which, no contact was established with her SupportBuddy does not call the customers to offer any pro-active refundsUnless for a refund it is definitely issued to the customerThis seems to us that someone called her and took SupportBuddy’s in order to do this act We wanted to investigate this further and sent Ms [redacted] emails for the same post the Revdex.com complaint, However, we did not get any response from her SupportBuddy believes in 100% customer satisfaction, we would gladly issue her refund full refund, if that is what she desires, she has been sent another email for her to furnish her bank details so that we could start the refund processWe would deeply regret to lose her as our customer Thank you Team SupportBuddy

I am rejecting this response because: They did get a hold of me and that's how all this started Yes they are offering to refund my money, which I will take since its rightfully mine But because of the fraudulent information that has happenedI'm now needing to fix my computer from their actionsThat is going to cost me money to repair if it is able to be fixed I therefore am requesting reimbursement of a new computer of my choiceAt the cost of support buddyI feel that after the stress and turmoil that they have inflicted on me and my family that's the least they can doThank you [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/03/02) */ Mr***'s reported concern is a generic internet issue caused by various reasons and internet activities, SupportBuddy assisted him to get rid of it and helped him optimise his computer to the best possible extentWe adhere to stringent and strict business ethics which have helped us to be in business for more than three years and a customer base of more than a million satisfied customers, which is only possible with trust and integrity; hence we assure him that he was with a legit company At SupportBuddy, we go great lengths to ensure 100% customer satisfactionSince he is not comfortable and has lost trust in us, we have refunded the complete amount of $(this excludes the previous refund of $179.99) which was remaining with us on 29th Feb 2016, in short all the charges have been refunded back to his cardA confirmation email has also been sent to him for the same As a gesture of goodwill the Panda anti-virus sold to him would remain active and he can use it till its expiry We thank Revdex.com for making us aware of the issues that our customers face Thanks, SupportBuddy Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Supportbuddy handled this very professionally and I hope my suspicions were wrong Unfortunately my "guru"s (not available on weekends) informed me that the message on the computer screen appeared to be a "scam"The high pressure to sign up for the service (both short-term and long-term) was tremendous and made me suspicious; but what could I do when I thought by machine was going to "die" Possibly Supportbuddy could change the message that appears, if a virus infects a computer

Initial Business Response / [redacted] (1000, 7, 2015/08/10) */ Regarding Mr [redacted] 's concern, we are sorry to hear that his experience with us was not satisfactory, He was transferred the same day to our customer service team, and when he cited his concern the customer service agent initiated a complete refund for his payment to us on 25th July As far as accessing the computers concerned, we would like to assure Mr [redacted] that the technician disconnected the remote right away post you were transferred to customer service Regards, Supportbuddy Team Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I checked with my credit card company and there does not appear to be a charge from this companyI Changed my account number just in caseThe reason I do not accept their reply is that they do not admit guiltI believe they hacked into my system and perpetrated this fraudWhen I was using my computer, a message appeared that said my system as locked and then another message appeared saying to call a phone numberI did so reluctantly, since I was frozen out of my systemOf course, they wanted to sell me protectionHow did they know about my problem? How did they know I was locked out? I later went to The Geek Squad ay Best Buy where they agreed that SupportBuddy was a scam companyIf they ever try this again I shall contact the Federal Bureau of Investigation Final Business Response / [redacted] (4000, 13, 2015/08/25) */ In regards to Mr [redacted] 's concern, we apologize again that his experience with us was not satisfactoryHowever we would like to assure him that Supportbuddy does not indulge in any malpractices, we have been in business from more than years and have loyal customer base of more than two hundred thousand, with a customer satisfaction rate of 95%, this cannot be achieved if we indulge into any malpracticesWe deeply regret that you lost faith in us, and assure you that we go to great lengths for customer satisfaction Regards, Supportbuddy Customer Service Team Final Consumer Response / [redacted] (2000, 15, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I never want to hear of them again

Initial Business Response / [redacted] (1000, 5, 2016/07/13) */ On July 04, we received a call where Ms [redacted] reported virus pop up that generally comes if the computer is not secured or because of unsafe browsingIt was found during diagnosis that the computer was infected with adware and required a clean-upPost diagnosis Ms [redacted] was offered services provided by SupportBuddy and she willingly agreed for a onetime technical support for an amount of $179.99, and the issue was fixed per her satisfaction Ms [redacted] also wanted to purchase antivirus as she did not have any security program installed in her computerSupportBuddy executive helped the customer to buy "AVG Internet Security XXXX - X-Year / 1-Seat" for an amount of $The application was installed and confirmed to be working fine by Ms*** On July 06, Mr [redacted] called us on behalf of the account holder(Ms [redacted] ) and showed dissatisfaction and demanded refundSupportBuddy executive asked to speak to the account holder but he was not allowed to We at SupportBuddy value customer satisfaction above all hence we have initiated complete refund for $309.99($179.99+$121) on 7th July The refund should reflect on her card in next billing cycleWe have also forwarded the case to our quality control department for further investigation We would also like to convey Ms [redacted] that we strongly discourage any unethical means of acquiring businessWe follow strict quality standards and thrive for customer satisfaction which is one of the key reasons of our successful corporate history and a database of more than million satisfied customers We appreciate Revdex.com for keeping us informed for issues that our customers face Thanks, SupportBuddy Team Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did call Support Buddy's after leaving this Revdex.com complaint and they were quick to refund the two charges, as they sayThat was very goodPresumably it is not worth their risk to defend against complaints, which would seem odd if their services are 100% legitimate as they claimCan you imagine Windows or any legitimate support company refunding a $charge for tech support services already rendered without argument? They clearly are trying to fly under the radar and when they hit a mark that fights back, they drop it and hope nobody pursues it I also take issue with the last part of their claim - that their ways of acquiring business are completely ethicalI cannot believe this to be trueWe (and many other negative reviewers around the Internet) got the phone number for Support Buddy from malicious pop-ups that had infected the computer and claimed to be a legitimate warning messageThe Support Buddy representative that I spoke to (1) confirmed that they are not affiliated with Microsoft and that Windows would never ship with a built in message recommending users to call Support Buddy, (2) said that the phone number in question was a "generic support number that routes to a number of different companies," and (3) that she didn't know how that phone number would have gotten onto our computerIt is obvious that the malware our computer was infected with came with that number and that phony error message and that Support Buddy (and sure, perhaps other companies) are behind itWhat unaffiliated hacker would write a virus that sends business to a legitimate company that he/she has no stake in? It wouldn't happen Support Buddy is an impressive scam - a business that seems very legitimate but that has unethical practices at its baseI don't even doubt that the support representative I spoke to believes everything she told me to be true - probably Support Buddy staffs a bunch of employees that believe their company is all legitimateBut somebody at the top (or in sales or customer acquisition) is sending out malware to infect computers and gain business Final Consumer Response / [redacted] (2000, 8, 2016/07/14) */

Initial Business Response / [redacted] (1000, 5, 2016/02/25) */ Ms [redacted] reported her concern about a popup issue, which is a generic internet issues caused by various reasons and internet activities, SupportBuddy only assisted her to get rid of it and check her computer for any further malicious activity We adhere to stringent and strict business ethics which have helped us to be in business for more than three years and a customer base of more than a million satisfied customers, which is only possible with trust and integrity, hence we assure that her information was never misused At SupportBuddy, we go great lengths to ensure 100% customer satisfaction, and integritySince she is not confortable and has lost trust in us we are refunding the entire amount of $on 24th Feb 2016, which was charged to her card and a confirmation email has also been sent to her for the same, as our prime motto is to ensure all the customers are happy with the services Should she face any further concerns, she can contact our customer service team at X-XXX-XXX-XXXX or email us at [redacted] @supportbuddy.net We thank Revdex.com for making us aware of the issues that our customers face Thanks, SupportBuddy Team

On July 29, Ms Katherine Keola [redacted] called SupportBuddy looking for support with virus pop upsSupportBuddy technicians diagnosed the issue and found that the computer was infected with viruses; which usually happens because of unsafe browsing and lack of security in the system [redacted] did not have a security program to stop viruses Post the discussions [redacted] agreed to opt for Year Unlimited support services for a charge of $The issues were resolved and [redacted] agreed for the sameLooking at her browsing habits and status of system security SupportBuddy technicians recommended security software “Bulwark Anti-Malware” for an amount of $ for lifetime validityThe application was installed and confirmed to be working good We would like to state that SupportBuddy has no association with any computer manufacturer or Microsoft and we are an independent technical support organizationWe are one of the leading technical support companies offering support for all kinds of software related issuesThis information is available on the emails sent to [redacted] with the details of the subscription We apologize for the inconvenience which [redacted] had to face and we would like to inform [redacted] that the amount of time required for troubleshooting depends on various factors (internet speed, system configuration and amount of Junks/infections found during scan)Also we would like to inform Ms Sunter that we recommend our customers to stay on call so that we can share all the steps been performed and this also insures that customer’s personal information is safeWe have stringent quality measures to ensure we deliver timely resolution to our customersWe have forwarded this case to Quality control department for further investigation We value customer satisfaction above all, hence we have refunded the complete amount charged 449.98($299.99+$149.99) and the refund should reflect in next billing cycleWe would like to assure [redacted] that SupportBuddy strongly discourages any unethical business practice and have very high quality standards in place because of which we have a customer base of more than one million satisfied customersWe would like to assure you that No Data was gathered from your computer any time which would harm you financially during the course of troubleshooting We appreciate Revdex.com for keeping us informed for issues that our customers faceThanks, SupportBuddy Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11***4, and find that this resolution is satisfactory to me