SupportTrix

Initial Business Response /* (1000, 15, 2015/12/01) */
Initial Consumer Rebuttal /* (3000, 17, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept Supportrix's response because it's untrueI sent them the response below, and after many
further exchanges, they offered to refund the money I was asking for "in the interests of closure." I'm happy to have the money refundedBut Supportrix's behavior through this is unacceptableAs I've pointed out, they ignored all my complaints, and they ignored the Revdex.com's inquiry, until I got the CA Attorney General (AG) involved, at which point they responded immediatelyWhen they continued to refuse to give me the refund and claimed they had responded to every complaint they had received, I pointed out that they in fact ignored everything except the AG, including the Revdex.comOnly then did they send the Revdex.com a copy of the untrue response they had given to the AGSo while they'll now give me back the money I've asked for, they've taken a year to do it, and they refused to acknowledge the complaint at all until I got the AG involvedThis is not a honorable companyI don't want anything more from them, but I do think it would be helpful to other consumers to know that they provide poor service and then ignore any effort to repair the problems they cause
Here's the response I sent to Supportrix which outlines how and why their response to the Attorney General is untrue:
Dear Mr***
In response to a complaint I made against Supportrix with the California Attorney General's office, I received a copy of your response, which I am attaching to this emailYour letter is surprising and infuriating for several reasons
While you are correct that I did not ask for a refund on November 12, while I was talking to *** I did in fact ask for a refund by submitting a complaint and request through the Contact Us link on your website one week later on November 19, 2014, and when I did not receive any response to that, I resubmitted it on December 2, Of course I would not have asked for a refund from *** on November 12, because at that point I had no usable computer and had no idea how to deal with thatIt took me several days to realize that my desktop computer was really destroyed and there was no option but to reformat the hard disk and start overAfter having done that, and after having worked with Toshiba to repair the problem that ***'s "optimization" caused, I then turned my attention to making a complaint and asking for a refundBecause I submitted these two requests through your website, I don't have a receipt for them, but I did save the text of those messages and the dates they were sentAlso, after not having heard back from you since last December, I got increasingly frustrated and angry that you would not even respond to me, so on October 9, I sent essentially the same complaint and refund request to you in hard copy by regular mail, addressing it to both Supportrix Global HQ and to Perfect Privacy LLC (copy of that letter is attached to this email)I got the addresses from information I found on the internetI have never received any response from you to that letter eitherAt the same time, I filed complaints with the CA Attorney General, the Revdex.com and the FTC
What's interesting and informative is that you have ignored all of my complaints and requests, and the Revdex.com informs me that you have refused to respond to their inquiry as well despite several attempts to reach you, yet you promptly responded to the inquiry of the CA Attorney GeneralThe Revdex.com referred me to the FCC Internet Fraud departmentI will of course point all this out to the Attorney General's officeBy being hyper-technical by referring only to the time I was talking to *** you lied to the Attorney General when you said that I had not requested a refund, and I will point that out as well
You also lied to the Attorney General when you stated that *** addressed my concernsAs I described in my complaints to you, *** actually refused to address my concernsI asked her to look at my two computers to see if there was any way to reverse the damage done by ***'s "optimization," but the only thing she would do is to review ***'s notes and state over and over that *** had done everything possibleI made it very clear how much damage had been done and pleaded with her to take a fresh look, but she refusedAn independent look might have made it possible to repair the damage, at least on the laptop, which would have saved me $and more wasted timeIt's dishonest to maintain that *** "addressed my concerns."
As to the substance of my complaint, in your letter you tell the Attorney General's office that Supportrix "does not have any basis to believe it caused these problems." That is nonsense and another lieYou have read my complaint to the Attorney General, and you have received an inquiry from the Revdex.comYou have also received complaints directly from me, two through your website and one by mailIt is clear from these complaints and even from your own response to the Attorney General that the problems I had with my desktop and laptop computers were caused entirely by the "optimization." That is especially clear from the fact that I acknowledged that ***'s initial fix of the internet connection problem I called about worked fineThe problems surfaced only after "optimization" of both computersAnd since I reinstalled Windows on the desktop and got the laptop problem fixed, both computers have been working perfectly for over a year, so clearly there was no underlying hardware or other problem with the computers that existed before the optimizationPlease read my complaint letter attached and see that while *** was doing the optimization, I repeatedly asked her to make certain that she wasn't deleting anything necessary, since she was deleting literally thousands of files and registry entries without looking at themAnd as I outline in my complaint, the problem with the laptop was incredibly easy to solve simply by downloading appropriate drivers from the Toshiba website, which *** and/or *** should have been able to doI tried that myself, but I couldn't figure it out, so I had no choice but to call Toshiba, which did it for me in less than minutes, for which they charged me $As I noted, there had never been any problem whatsoever with the laptopI only allowed *** to "optimize" the laptop because she persuaded me that the internet connection problem I had been having with my desktop would sooner or later happen with my laptop as well if it were not "optimized." I do not see any way in which you can honestly maintain that Supportrix did not cause the problems with my two computersIf Supportrix did not cause them, then how did they happen, and why didn't they happen before Supportrix got involved or since?
I do not see a difference between the problem I had with Supportrix and the problem I would have had if I had bought a physical product from you that either arrived or shortly after became defective, or that in breaking shortly after arrival caused a serious problem in my home, like a fire or a physical injuryIn those kinds of cases, of course the manufacturer and distributor have to refund the money paid, and they usually also have to pay additional damages for the damage done by the faulty productHow is this different just because it's a service instead of a product? You will see that in my refund requests to you both through your website and by mail, I have asked for $2,over the base refund to compensate me for the hours of time it cost me to deal with this problem after you created itAs a freelance writer, I do not make any money when I do not work, and I was not able to work for those hours because of your disastrous serviceI deserve to be compensated for that, just like I would be if you had sold me a physical product that caused damage to my property or my bodyI was not able to include this request for damages when I filed the complaints with the Attorney General's office, the FTC and the Revdex.com, because they indicated that they are not able to pursue any remedy beyond a basic refundBut that does not lessen my justification for damages
Mr L***, I am sure that *** and *** did their best and certainly did not intend to create problems for me*** could not have been more friendly and helpful, though ultimately she was not able to help fix the problem she created*** was far less helpful and very curt, because, as I mention in my complaint letter, all she was willing to do was to review ***'s notes and inform me that *** had done everything necessary, instead of doing her own independent work to see if there was any way to fix the problemsThat was not customer service
I intend to continue to pursue this until you have made good on the poor service you provided and the damage you di

Initial Business Response /* (1000, 14, 2015/09/11) */
[redacted], thank you for taking the time to discuss this morning. This e-mail is SupportTrix's response to the complaint. I ask that you please confirm the status of the complaint has been changed to "answered." I look forward to hearing about...

any next steps.
Background:
SYNNEX Corporation is the parent of Concentrix Corporation. Concentrix runs the SupportTrix call-in service line for various products and services, including Linksys.
In late August 2015, the company first became aware of the Revdex.com's July 22 letter informing us that this complaint had been filed "several weeks ago."
I left you voicemails on August 27 and 31.
You called me back 9/1, we played phone tag, and we connected by phone today 9/4.
Summary of Findings:
SupportTrix finds no basis for Ms. [redacted]' complaint. At no point did Ms. [redacted] indicate that she was unsatisfied with the service she received, and she did not register any complaint with SupportTrix.
History / Detail:
The customer, [redacted], purchased a "Saver 6" package in April 2015. The table below summarizes her six (6) calls to the SupportTrix service in April and June, based on agents' case notes. There were no recordings of these calls.
DATE
REASON FOR CALLING
SupportTrix AGENT
RESULT
April 15, 2015
Error Message: "The system could not find the environment option that was entered "
- Customer didn't have the right installation cd
[redacted]
Tech set the computer to safe mode and ran Combofix.
Issue was resolved.
April 24, 2015
PC optimization
-during the call the customer complained that her employer hacked her computer and made some changes without her knowledge
-asked if it was possible to change the IP address of her computer
[redacted]
PC optimization was completed.
Customer was happy with the service and was given the referral code.
April 25, 2015
Unable to install the Anti Key Logger software
-customer was using the win 8.1 _64bit OS; not compatible with the software
-customer wanted to install on a different computer; but laptop was still win 8.1 _64bit OS.
[redacted]
Customer understood why the software could not be installed on her computers due to system requirements.
DATE
REASON FOR CALLING
SupportTrix AGENT
RESULT
June 3, 2015
Inquiry call
-the call got disconnected due to static line.
[redacted]
Tech called back twice but was unable to reach the customer.
June 4, 2015
Inquiry call
- why there was a forward slash after she input a web address
- wanted to uninstall the games installed on her computer
[redacted]
Tech provided information and details to the customer.
June 6, 2015
PC optimization
[redacted]
Tech was unable to optimize the computer because it froze. Line was static and eventually got disconnected.
Tech did not process any callback.
[redacted] Senior Director, Corporate Counsel
SYNNEX Corporation
XXXXX [redacted] XXXXX
Office: [redacted] Mobile: [redacted]@synnex.com