Sutherland Global Services, Inc.

Regarding this complaint we have, since its posting, and as of yesterday have contacted this customer and her issue has been resolved and it is noted in the customer’s record that she also confirmed the issue was fixed. In fact, I personally assigned one of my subordinates in India to handle
her case personally. I believe that there should be no further issue

After a review of this case and the customer complaints, this merchant provided this customer with a refund on 5/31/16. He should have already seen this refund on his credit card statement

Revdex.com:
This company has made ONE attempt to contact me since this complaint was filed, and left a
voicemail with NO return contact information in it.I called a number given to you on this complaint, and left a message for them a week ago, and no one has called me back.Revdex.com there is no information that I can give over this complaint because it is ALL private and can not be published.The person who left me the voice message (ALEX) or someone from this company needs to call me back as I requested.Why leave a voice message and NOT leave a number to return the call?I am available between am and pm central time
Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.Please be advised that my original complaint stated that I had a contract with Answers By for a year through April, and did not feel I was getting the support that I should have gottenAs I explained in the complaint, I always had to request a Tier technician in an effort to get my issue(s) resolved. I was told many times that my account would have been notated that I should be able to be transferred to a Tier technician and that, if one were not available, they would request a call back for me I had also stated that every time I called Answers By the person that answered the phone would always put me on hold, at least several times, and then come back and say that he wanted to remote into my computer. I had been adamant about telling the individual(s) that I wanted to speak to a Tier technician since I had problems with other technicians in the past. The Tier technicians have been very knowledgeable and supportive and I have only the highest praise for them. In particular, Ranjith K*** S had recently helped me back up my computer and was pleasant and very competent. Once again, I will reiterate that the problem(s) do not lie with the Tier tech support but rather the technicians or people that answer the phone and always insist on remotely accessing my computer, even though I tell them that my account should be notated and that I am requesting a Tier technicianAlso, there has been a language barrier with some of the people that answer the phone who want to assist and that is also virtually impossible. Most recently, I had gotten a call back from Vijay who I thought was supposed to be a Tier technician but am not sure if he was. He really didn’t have to help me, as the response from the company to my complaint indicated that he had resolved my issue because I had taken several steps to try to fix the problem before I spoke with Vijay and actually must have corrected it myself. Not only did Vijay not seem at all interested in assisting me but, as I stated, he didn’t have to do anything at all, since by the time I spoke to him I had corrected the problem myself.In light of the above, I hope I have made it clear as to what my issue(s)/concerns have been and that my latest problem was not resolved by Vijay because when he contacted me I had already made the changes that had to be made and there was really nothing he did or had to do to help. In fact, I would be very surprised if he was a Tier technician because he certainly didn't appear to be one, not only from his lack of interest but also because he didn't seem to conduct himself like the other Tier technicians had done in the past. Angela Mociak

***, Relative to this complaint the customer was contacted and it seems that the charges were only authorizations on the credit card that were never truly charged and that should be dropped by the bank by nowThanks, George AB*** ***

I had registered a complaint about the blaring music I have been having to listen to while on hold I have brought this to the company's attention numerous times, even by sending emails to [email protected] To date, the extremely loud music has not stopped while being on hold and
especially since I suffer from tinnitus and a hearing loss, it is extremely detrimental and bothersome. As far as the other problems I mentioned in my complaint they were either related to a language barrier or incompetent Level technicians who did not either understand or resolve my issue(s) I always had to speak to a Level technician, who many times were unavailable, to get the desired results and assistance that I needed. Hopefully, this clarifies what I stated in my complaint since I have been trying to get through to someone at your company but the phone just rings and rings and no one answers, even though the phone lines should be open.

After reviewing the case and the claims of the customer, we find that 1) there is no indication in any of our telephone recordings of interfaces between our technicians and the customer that our technicians displayed any rudeness at all. In fact, there are cases (total out of 22) in which we would consider the customer as having been rude to our technicians and therefore this claim may be only possible as a result of the customer's claim of a language barrier as our technicians are located in India, 2) this merchant has no desire to lose any customers, nor does the merchant not try to satisfy the customer as claimed. In fact, this customer has placed a previous complaint, which was answered, which directly was related to the customer's access to level technicians which this merchant has made available to this customer on every call since whenever possible. The merchant does not do this for customers but has made an exception for this customer specifically for her to have higher priority over other customers as well as have priority in having access to the highest skilled techniciansShe has sent the merchant dozens of emails over the past year and each and every time the merchant has devoted resources to making every reasonable effort to satisfy this customerWhen she made complaints about the number of incidents she had remaining on her plan, the merchant changed the amount remaining to 999, a benefit no other customer has ever been given. And, 3) this customer is the only one to complain about the hold music and the merchant has no plans to change it at this time. This merchant has, and will continue, (short of the music issue) to try to support and satisfy this customer to the extent the customer will allow us to do the same

With regard to this customer’s complaint, it is noted in our customer records that this customer was not pleased with the support given as she claims, despite the technician and supervisor’s attempts to explain the situation to the customer and what was being done. As the customer claims, she
disconnected from the session. Additionally, as the customer states she sent several emails to through our feedback email address, however, what the customer was not aware of at the time was that our desk in India (where the technicians are located) was undergoing a situation where a primary local politician had died and this caused infrastructure and transportation issues in the area of our offices. Therefore, there was limited staff and technician support available, but the customer was assisted as best as could be done at that time. Consequently, that is why the customer was not able to get through with the expedition she might otherwise have experienced. We recognize she is a long time customer and she has been provided with the privilege of being able to work directly with senior technicians as she has requested here, and this was also addressed in a previous Revdex.com compliant she placed. The customer did in fact get her issues and questions resolved by her own volition as recorded in our customer database’s support notes on 12/8/and therefore we consider all of her complaints have been addressed to her satisfaction as there has been no further contact from the customer since that time. We would consider this matter to have been successfully addressed and the matter close accordingly

After reading the response from the customer, it seems the problem is currently resolved and that there is no current computer issue. Regarding the customer's issues from the past, the only thing that can be said is that in the future a Tier technician will try to assist her provided one is availeble to do so. The team will be informed that the procedure will be that the customer will be afforded a tier technician and if not available at that moment one will call her back. Beyond that there would be no other resolution to this issue

After reading the response from the customer, it seems the problem is currently resolved and that there is no current computer issue. Regarding the customer's issues from the past, the only thing that can be said is that in the future a Tier technician will try to assist her provided one is availeble to do so. The team will be informed that the procedure will be that the customer will be afforded a tier technician and if not available at that moment one will call her back. Beyond that there would be no other resolution to this issue

***, Relative to this complaint the customer was contacted and it seems that the charges were only authorizations on the credit card that were never truly charged and that should be dropped by the bank by now Thanks, George AB*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I do believe, however, that the supervisor and technician did no listen when I told them I didn't want them to do anything else on my computer and therefore had to close the session
Regards,
*** ***

After reviewing the case and the claims of the customer, we find that 1) there is no indication in any of our telephone recordings of interfaces between our technicians and the customer that our technicians displayed any rudeness at all. In fact, there are cases (total out of 22) in which we would consider the customer as having been rude to our technicians and therefore this claim may be only possible as a result of the customer's claim of a language barrier as our technicians are located in India, 2) this merchant has no desire to lose any customers, nor does the merchant not try to satisfy the customer as claimed. In fact, this customer has placed a previous complaint, which was answered, which directly was related to the customer's access to level technicians which this merchant has made available to this customer on every call since whenever possible. The merchant does not do this for customers but has made an exception for this customer specifically for her to have higher priority over other customers as well as have priority in having access to the highest skilled techniciansShe has sent the merchant dozens of emails over the past year and each and every time the merchant has devoted resources to making every reasonable effort to satisfy this customerWhen she made complaints about the number of incidents she had remaining on her plan, the merchant changed the amount remaining to 999, a benefit no other customer has ever been given. And, 3) this customer is the only one to complain about the hold music and the merchant has no plans to change it at this time. This merchant has, and will continue, (short of the music issue) to try to support and satisfy this customer to the extent the customer will allow us to do the same

Regarding this complaint we have, since its posting, and as of yesterday have contacted this customer and her issue has been resolved and it is noted in the customer’s record that she also confirmed the issue was fixed. In fact, I personally assigned one of my subordinates in India to handle
her case personally. I believe that there should be no further issue.

We are sorry to report we have been unable to find any record of this customer in any of our customer databases. Consequently, we have nothing we can offer regarding the case

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

While this customer claims not to have been told the terms and conditions, a review of the tape recorded call between her and the sales agent reveals that in fact she not only was told the terms and conditions, she agreed to them three (3) times during the conversation when asked to please confirm
she did understand them.
Regarding the password issue, this merchant does not bypass passwords since the customer is on the phone and the merchant has no way to confirm whether or not the caller is the true owner of the computer and thus entitled to the data on the computer. Therefore, in cases of a password issue, it is the policy of the merchant to do a full factory restore (FFR) to the computer which erases all data on the computer and restores it to its original state as when first turned on after purchase
On top of that, the customer was logged into the computer on a guest account, not her account and when the technician got her to the administrator log in, she did not know the password though a hint was provided on the computer of “horse”. Consequently, entry could not be gotten that way either
The customer wanted to preserve her data which we could not do for the reason stated above and it was suggested she take the computer locally for the backup (where a technician could confirm her ownership) and then call back with the recovery cd for the merchant to restore the system as described above
As for the refund, the merchant was trying to negotiate with the customer for the service rendered which the terms and conditions state is not guaranteed and the situation based on the customer wanting to preserve the data precluded the merchant from resolving at that time with the FFR. The customer was offered both a credit for the issues used and then a partial refund, both of which the customer initially refused. The customer then later accepted a partial refund offered by this merchant of $and charging $for the service rendered. This refund was processed on April 14th, two days after the purchase of same
Also, note that the customer called back on the 15th wanting support though she claims here that we did nothing for her and she wanted a refund and had already been granted a partial refund as indicated above
This merchant does not intend to do anything further at this point, as 1) the credit agreed to was processed and provided as agreed to, and 2) if the customer is disputing with the bank we cannot provide a refund and it result in the customer potentially getting the refund twice. We have yet to see any action relative to her financial institution

We are sorry to report we have been unable to find any record of this customer in any of our customer databases. Consequently, we have nothing we can offer regarding the case

Upon review of this case, it has been determined that the customer is due a refund and the refund is being processed today. The customer will receive an email notification of the refund and it should be appearing on the customer's credit card statement within the next to days

The customer is correct that he was provided an $refund as claimed after talking to the Customer Service Team regarding this matter. All indications from the notes in the customer's account indicate that he/she had accepted the refund of $that was offered and thus it was processed.
The reason the full refund was not provided was due to the service that was provided and our service does not guarantee a resolution of any issue. The customer was provided the necessary files for the operating system to totally restore the computer back to the original factory settings which would have corrected any driver issues that might have been the cause for the issue. It should have provided a solution and if not, then it would be due to a hardware issue that the computer had and that we would not have been able to fix due to not providing a repair service or parts. This is why we do not guarantee a fix to any issue, but do our best providing service/troubleshooting over the phone to provide one. Consequently, the money that was not refunded represented the cost of the service we provided to the customer in the attempt to fix the issue