Sutherland Global Services

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

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

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]

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 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

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: 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, [redacted]

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

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 doThis 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

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]

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 $on April 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 DiskI 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 them3..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 faultI 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 $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 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

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 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 neededHopefully, 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