Sutherland Global Services, Inc.

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

We would like to reiterate the points we have made in the previous several Revdex.com complaints from this same customer which were addressed and resolvedThis customer exclusively has access to our highest level technicians which this merchant has made available to this customer on every call since
whenever possibleThe 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, roughly of them to this date (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. This merchant has, and will continue, to try to support and satisfy this customer to the extent the customer will allow us to do the same.Regarding her complaint about reception, we have fully investigated the claim and spoke with each one of our receptionists, and found no evidence supporting her claims that our receptionist was rude to herHad we found evidence of such, we would have immediately corrected the issue as we always stive to put the customer firstIntegrity is one of our core valuesWe have requested internally for the record of any such interaction and fully review the call recording and will take any corrective action necessary to ensure a better customer experience.We have put an SOP in place specifically for AnswersBy customers that mistakenly call our corporate headquarters rather than our AnswersBy desk which are routed to the person currently responding to this complaintNormally this is for customers with billing issues or customers that are requesting for a refund due to the fact that they call the phone number on their billing statement rather than the number for our AnswersBy desk, *** Regarding the question about the email scan we apologize if this question was not directly answeredWe have investigated this internally as well with our technical team and have been assured that running our scan would not cause any problems with her emailOur scans generate a logfile on the customer's end and we would be more than happy to take a look at the logfile if necessaryThe customer wants to know why we were allegedly denying that we were the correct company she was trying to reachThis miscommunication is not uncommon considering Sutherland is a BPO and is partners with many large clientsThe customer was calling our corporate headquarters rather than our AnswersBy deskWe apologize for that confusion. Tell us why here

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

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

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 find that this resolution is satisfactory to me.?
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The sales representative knew that I was unable to get my computer to boot up because Windows would not boot up.  He assured me that because they were experts the technician he assigned would gain remote access to my computer and fix the problem.  The technician stated that we had to go through trouble shooting to try to get Windows to start before she could remotely access my computer!  That means I was lied to, as I was told they would access my computer remotely and and repair Windows.  They took my money knowing full well that their "best efforts" could not fix the problem.  I have filed a dispute with my bank, and they returned the funds to my account temporarilly.  They said it could take up to 90 days for the investigation to be completed, so the $79.99 is in my account, but I am afraid to use those funds in case the dispute does not go in my favor.  There are lies in the company's respoose, and they did nto provide the full conversation as it was very long.  The only reason I agreed to pay was because I was assured that these so-called experts take care of issues like this every day, so I could rest assured that they would get my computer up and running.  I live in the USA, and I have completed a paralegal course and know that companies can not charge for repairs that are not completed.  The company needs to refund my money and change their policies.  They are also hiding the real company name by using the name Answers By on a website that only provides a phone number to a call center in India, and provides no US phone number or address on their website. 
Regards,
[redacted]

After a review of this case, we have issued a refund to the customer which should be apparent on the customer's banking statement within the next three to five days.

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

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 3 to 5 days.

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

The customer is correct that he was provided an $80 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 $80 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.

As this customer has placed a chargeback with the bank and already been credited the amount of the purchase at this time, and the outcome of the chargeback still to be determined there can be no further action taken by this merchant which might result in a duplicate debit resulting in the customer receiving payment twice.

The above documentation shows the credit provided the customer on the date that it was previously stated.  Once we process the credit we have nothing further we can do. This gives more information relative to the credit itself showing it was successfully processed.  Consequently, we have done what the customer has asked already and there is nothing further we can do.  The customer might want to take the documentation to the bank and have them research why it was not received by them using the reference numbers on the documentation below.

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 1 technicians who did not either understand or resolve my issue(s).  I always had to speak to a Level 2 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] I just received $79.99 on April 22 even though Sutherland Global SAID they gave me the refund  on April 14th.  Just to let you know that  1.They lied about every thing in their Report including that they were going to send me a Recovery Disk. 2. I could of fought them ,but I was told that it could take weeks to resolve this.I'm just glad to have this over,and to not have anything more to do with them. 3..This doesn't show any guilt on my part,because even though they said that they recorded my conversation,it would have proved that they were at fault. 4. I really hope that you(Revdex.com) will put this in your Remarks to allow others to see this 5.,To warn them to not go to any Link regarding Sutherland Global,and AnswersBy,,because they are not a reputable Company! They are not a someone you want to do business with,because I know from experience, that they messed up my computer Big Time,and took my money $129.00 for a service that wasn't even resolved,and that they LIE because when they say they they can help you, they prey on people who are vulnerable,because she kept telling me to not cry, that she will resolve the issue and really seemed sincere,but that's how Hackers work 6. When you think you are talking to Acer,(who NEVER takes control over your computer) which I found out too late you are not . You try to speak to someone at AnswersBy,but, they wouldn't even tell me if  they were associated with AnweresBy,,  because they told me they didn't  even know,and directed me to Customer Service who then transfered me to a  place who never answered the phone.                                                                                                          I want to Thank You for helping me ,because if it wasn't for you---I NEVER would have received that Refund.I would highly recommend anyone to get help from Revdex.com.You stayed on top of things with not only E-Mails,but I had the chance to talk to a Rep ( [redacted] Ext.[redacted] )who is an asset to your company.She not only talked to me with sincerity,but she followed up with my complaint.