Tech Live Connect

Dear Revdex.com, As with any such complaints, I directed my team to share their analysisThe customer has been fully refunded by my teamThis was a case of a few agents not handling a customer per our policies, and both have been terminatedWe regret any inconvenience to [redacted] as TLC is a legitimate operation but sometime agents act incorrectly A very thorough review is pasted below Sincerely, [redacted] ------- PFB the findings of this customer complaint: Customer's Name: [redacted] Order Id: [redacted] Sales Agent/Second voice: [redacted] ) Payment Supervisor: [redacted] ***) Sale Date: [redacted] Observations: · Customer called us on 1st June’for software activation (***), customer had trust issues sharing the computer screen however agreed when [redacted] disclaimer was given as a rebuttal · Agent initiated remote and call was transferred to second voice during which customer asked about the company to which the second voice replied stating, “We are the online certified [redacted] Support, we are from tech Live Connect” · Customer then asked about [redacted] stating that,” It says that I bought it from [redacted] and it says [redacted] what is that?” to which the second voice replied “this is partner’s name from where we get the license key” · Customer again got suspicious about the purchased date stating, “It says the purchased date 01/06/2017, I am in US and the date is [redacted] so this is not a US company .why this format? Its making nervous” to which second voice replied “it’s the format of the page, you are talking to a legitimate company and we are certified technicians” · Customer somehow agreed and said that he is in hurry hence second voice activated the software, started diagnosing customer’s computer using diagnostic tool, explained about the issues, showed the service and coverage page stating that “every [redacted] comes with year of warranty and whenever you buy an [redacted] computer the security is active for years and needs to be renewed after years” · He showed the telephonic support which was expired in [redacted] support website page and stated that,” any point of time you may lose your computer and your computer is in a critical stage” ( [redacted] care protection page for $was shown) · Customer denied for it and stated that she may be buying a new computer however second voice educated the customer that services are transferrable and convinced the customer promising that the services will be for lifetime · Customer reluctantly agreed however informed that she was in hurry hence was asked to fill the registration form and informed about the charges along with recurring of $in one go to which the customer did not respond · Call was further transferred to payment supervisor who asked him about name of the bank (Credit Card Company), where in without customer’s reply, payment supervisor stated that the payment was processed(Customer’s permission was not taken before processing the charges) · Customer then complained that,” I thought I am buying [redacted] care package but why it is saying Tech Live connect” to which no one responded initially, later sales agent came over the call and informed that “similar kind of securities will be activated” · Customer was suspicious about the company however agreed to continue so call/remote was transferred to technician during which customer stated that she received a fraud alert message from the bank and will call the bank to check it out · Technician started working on customer’s computer wherein customer interrupted and stated that she was getting many calls and emails from the bank and was nervous about the legiti***y of the company · Technician explained about the company and showed the company website, verified customer details and reconfirmed the plan details to which customer agreed however while troubleshooting, customer was still dicey and stated that “I am definitely going to take this computer to a local tech” · Post troubleshooting, technician pitched for the software for $to which the customer denied and got irate moreover customer denied for the heat check as she was in hurry hence call back was promised for the following day · Customer called in tier on 2nd June’asking for the refund as she saw the recurring charges on the receipt, also she saw the charge of $( [redacted] partner software) which she did not authorize and wanted to talk to somebody who can reverse these charges as she was not happy with the work done on the computer · Call was transferred to the technician who worked on the computer wherein customer was irate, stated that her computer is not working fine, also not happy with the payments of $and $and stated that she will call the police · Technician asked customer “ Last time when I reconfirmed the charges you agreed to it” to which customer replied that she did not agree to the recurring charges · Customer was irate and stated that she does not remember about the payment for the software $and do not want to pay the recurring charges to which the technician promised refund of the software and the cancellation of recurring charges · Technician refused to refund the full money due to which the customer started shouting and threatened to contact credit card Company hence call was transferred to supervisor who convinced the customer to share remote · Technician worked on the computer , asked customer to check her computer however customer refused for the feedback and asked for the callback later · Technician called back the customer twice next day , reached voicemailCustomer called in tier after some time and mentioned that she is not happy with the performance of the computer and want the money back · Call was transferred to tech sup ( [redacted] ) to whom customer stated that “if I am not getting my money back I am going to Revdex.com” · Tech sup tried to retain the customer however customer was adamant to get the full refund and accused us of being a scammer as customer was very upset and shouted over tech supervisor multiple times however tech supervisor was able to convince the customer to reinitiate remote session · Tech sup then troubleshot the issues and educated the customer that the configuration of the computer was low to run the installed [redacted] , due to which ***hine will be running a bit slow · Customer then stated that she was getting late and asked the tech sup to get out of the computer · Tech sup tried to confirm BTTR however customer ignored him and disconnected the call · Multiple call backs were made and customer was reached on June, during which customer informed that she had already complained Revdex.com regarding our supportCall was then transferred to billing department and full refund was promised Notes: [redacted] impression was created during sales call and recurring charges were not explained properly Proper authorization was not taken before processing the payment Customer was too dicey about the legiti***y of the company from the beginning and also accused us of being scammer Technician performed all required troubleshooting steps however computer’s configuration was not supportable to run [redacted] Due to which the computer was working slowSame was educated to the customer twice As customer was in hurry, heat check was never performed Fatal has been attributed to the following employees, who have both been terminated for violating key operational policies: · Second voice [redacted] ( [redacted] ) for creating [redacted] impression and not explaining plan details properly while pitching · Payment supervisor [redacted] ***) for improper authorization (failed to reframe the charges)

Dear Revdex.com We have reviewed this complaint and contacted the customerShe was getting scam calls from someone outside of ***, and who must have gotten # from an agent who memorized her phone# in our centerIt was NOT an official [redacted] call she received, but we have taken responsibility for this action and refunded her $of her $purchaseIn addition, we've refunded $for software she purchasedShe was very happy with this solution, per my team We had terminated the sales agent months ago after seeing other scam call cases tied to sales he made, so this could be related to that person's actionsWe have also implemented a system upgrade that blocks the display of any phone numbers in our CRM, to prevent recurrence I'm also sharing full synopsis below Sincerely, [redacted] CEO, [redacted] [redacted] Customer’s Name: [redacted] Order ID: [redacted] Sale Date: 02/28/ Campaign: [redacted] Call Synopsis: · Customer called for the activation of software · Sales agent verified customer’s details, initiated remote session and activated it · Post that she pitched for support plan of $recurring to which customer agreed, so call was transferred to second voice who pitched for upgrade · Customer agreed and payment was processed with customer’s authorization · Customer was transferred to tech after that wherein technician verified details, confirmed plan amount and began troubleshooting · Technician then pitched for software to which customer agreed and payment was processed · Technician completed troubleshooting and transferred the call for heat check so case closure permission was taken and plan details were shared · During heat check recurring cancellation was promised along with years of support as customer did not wanted to pay every month · Customer was called for feedback by saves team on 29th March, when she informed that she is receiving calls saying that company is shutting down · Customer was told that she will be receiving refund for $and she has to return the remaining amount · Customer was educated that these scam calls and not to entertain such calls post which disclaimer was shared · Customer called again on 22nd April, saying that she is again receiving scam calls from someone named [redacted] and refund is being offered · Tier agent educated not to entertain such calls and probed the customer regarding the call she received · Customer started saying that she paid $to us however her issues are still not fixed · Customer mentioned that she was receiving calls on her landline number however she did not transfer any money to them · Customer mentioned that they introduced themselves as “ [redacted] ***” and were aware of the plan details · Tier agent was trying to initiate remote session however call was disconnected · Customer was then not reachable when called back It was observed that customer was receiving scam calls from a 3rd party tech support and customer was informed that company is shutting down so they were refunding $Customer was then asked to refund the remaining amount however customer did not transfer any money

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

Dear Revdex.com,
As with any such complaints, I directed my team to share their analysis. The customer has been fully refunded by my team. This was a case of a few agents not handling a customer per our policies, and both have been terminated. We regret any inconvenience to [redacted] as TLC is a...

legitimate operation but sometime agents act incorrectly.
A very thorough review is pasted below.
Sincerely,
[redacted]
-------
PFB the findings of this customer complaint:
 
Customer's Name: [redacted]
 
Order Id: [redacted]
 
Sales Agent/Second voice: [redacted])
 
Payment Supervisor: [redacted])
 
Sale Date: [redacted]
 
Observations:
 
·         Customer called us on 1st June’17 for software activation ([redacted]), customer had trust issues sharing the computer screen however agreed when [redacted] disclaimer was given as a rebuttal.
·         Agent initiated remote and call was transferred to second voice during which customer asked about the company to which the second voice replied stating, “We are the online certified [redacted] Support, we are from tech Live Connect”
·         Customer then asked about [redacted] stating that,” It says that I bought it from [redacted] and it says [redacted] what is that?”  to which the second voice replied “this is partner’s name from where we get the license key”
·         Customer again got suspicious about the purchased date stating, “It says the purchased date 01/06/2017, I am in US and the date is [redacted] so this is not a US company….why this format? Its making nervous” to which second voice replied “it’s the format of the page, you are talking to a legitimate company and we are certified technicians”
·         Customer somehow agreed and said that he is in hurry hence second voice activated the software, started diagnosing customer’s computer using diagnostic tool, explained about the issues, showed the service and coverage page stating that “every [redacted] comes with 1 year of warranty and whenever you buy an [redacted] computer the security is active for 3 years and needs to be renewed after 3 years”
·         He showed the telephonic support which was expired in [redacted] support website page and stated that,” any point of time you may lose your computer and your computer is in a critical stage” ([redacted] care protection page for $249 was shown)
·         Customer denied for it and stated that she may be buying a new computer however second voice educated the customer that services are transferrable and convinced the customer promising that the services will be for lifetime. 
·         Customer reluctantly agreed however informed that she was in hurry hence was asked to fill the registration form and informed about the charges along with recurring of $9 in one go to which the customer did not respond
·         Call was further transferred to payment supervisor who asked him about name of the bank (Credit Card Company), where in without customer’s reply, payment supervisor stated that the payment was processed. (Customer’s permission was not taken before processing the charges)
·         Customer then complained that,” I thought I am buying [redacted] care package but why it is saying Tech Live connect” to which no one responded initially, later sales agent came over the call and informed that “similar kind of securities will be activated”
·         Customer was suspicious about the company however agreed to continue so call/remote was transferred to technician during which customer stated that she received a fraud alert message  from the bank and will call the bank to check it out.
·         Technician started working on customer’s computer wherein customer interrupted and stated that she was getting many calls and emails from the bank and was nervous about the legiti[redacted]y of the company 
·         Technician explained about the company and showed the company website, verified customer details and reconfirmed the plan details to which customer agreed however while troubleshooting, customer was still dicey and stated that “I am definitely going to take this computer to a local tech”
·         Post troubleshooting, technician pitched for the software for $99 to which the customer denied and got irate moreover customer denied for the heat check as she was in hurry hence call back was promised for the following day.
·         Customer called in tier 1 on 2nd June’17 asking for the refund as she saw the recurring charges on the receipt, also she saw the charge of $38 ([redacted] partner software) which she did not authorize and wanted to talk to somebody who can reverse these charges as she was not happy with the work done on the computer
·         Call was transferred to the technician who worked on the computer wherein customer was irate, stated that her computer is not working fine, also not happy with the payments of $38 and $250 and stated that she will call the police
·         Technician asked customer “ Last time when I reconfirmed the charges you agreed to it” to which customer replied that she did not agree to the recurring charges
·         Customer was irate and stated that she does not remember about the payment for the software $38 and do not want to pay the recurring charges to which the technician promised refund of the software and the cancellation of recurring charges
·         Technician refused to refund the full money due to which the customer started shouting and threatened to contact credit card Company hence call was transferred to supervisor who convinced the customer to share remote. 
·         Technician worked on the computer , asked customer to check her computer however customer refused for the feedback and asked for the callback later
·         Technician called back the customer twice next day , reached voicemail. Customer called in tier 1 after some time and mentioned that she is not happy with the performance of the computer and want the money back
·         Call was transferred to tech sup ([redacted]) to whom customer stated that “if I am not getting my money back I am going to Revdex.com”
·         Tech sup tried to retain the customer however customer was adamant to get the full refund and accused us of being a scammer as customer was very upset and shouted over tech supervisor multiple times however tech supervisor was able to convince the customer to reinitiate remote session.
·         Tech sup then troubleshot the issues and educated the customer that the configuration of the computer was low to run the installed [redacted], due to which [redacted]hine will be running a bit slow
·         Customer then stated that she was getting late and asked the tech sup to get out of the computer.
·         Tech sup tried to confirm BTTR however customer ignored him and disconnected the call.
·         Multiple call backs were made and customer was reached on 4 June, during which customer informed that she had already complained Revdex.com regarding our support. Call was then transferred to billing department and full refund was promised
Notes:
 
      [redacted] impression was created during sales call and recurring charges were not explained properly.
      Proper authorization was not taken before processing the payment.
      Customer was too dicey about the legiti[redacted]y of the company from the beginning and also accused us of being scammer
      Technician performed all required troubleshooting steps however computer’s configuration was not supportable to run [redacted]. Due to which the computer was working slow. Same was educated to the customer twice.
      As customer was in hurry, heat check was never performed.
Fatal has been attributed to the following employees, who have both been terminated for violating key operational policies:
 
·         Second voice [redacted]) for creating [redacted] impression and not explaining plan details properly while pitching
·         Payment supervisor [redacted]) for improper authorization (failed to reframe the charges)

Dear Revdex.com
We have reviewed this complaint and contacted the customer. She was getting scam calls from someone outside of [redacted], and who must have gotten # from an agent who memorized her phone# in our center. It was NOT an official [redacted] call she received, but we have taken responsibility for this...

action and refunded her $250 of her $468 purchase. In addition, we've refunded $139 for software she purchased. She was very happy with this solution, per my team.  We had terminated the sales agent 2 months ago after seeing 2 other scam call cases tied to sales he made, so this could be related to that person's actions. We have also implemented a system upgrade that blocks the display of any phone numbers in our CRM, to prevent recurrence.
I'm also sharing full synopsis below. 
Sincerely,
[redacted]
CEO, [redacted]
 [redacted]
Customer’s Name: [redacted]
Order ID: [redacted]
Sale Date: 02/28/2017
Campaign: [redacted]
 
 
Call Synopsis:
 
·         Customer called for the activation of software.
·         Sales agent verified customer’s details, initiated remote session and activated it.
·         Post that she pitched for support plan of $299 recurring to which customer agreed, so call was transferred to second voice who pitched for upgrade.
·         Customer agreed and payment was processed with customer’s authorization.
·         Customer was transferred to tech after that wherein technician verified details, confirmed plan amount and began troubleshooting.
·         Technician then pitched for software to which customer agreed and payment was processed.
·         Technician completed troubleshooting and transferred the call for heat check so case closure permission was taken and plan details were shared.
·         During heat check recurring cancellation was promised along with 2 years of support as customer did not wanted to pay every month.
·         Customer was called for feedback by saves team on 29th March, when she informed that she is receiving calls saying that company is shutting down.
·         Customer was told that she will be receiving refund for $1000 and she has to return the remaining amount.
·         Customer was educated that these scam calls and not to entertain such calls post which disclaimer was shared.
·         Customer called again on 22nd April, saying that she is again receiving scam calls from someone named [redacted] and refund is being offered.
·         Tier 1 agent educated not to entertain such calls and probed the customer regarding the call she received.
·         Customer started saying that she paid $468.95 to us however her issues are still not fixed.
·         Customer mentioned that she was receiving calls on her landline number however she did not transfer any money to them.
·         Customer mentioned that they introduced themselves as “[redacted]” and were aware of the plan details.
·         Tier 1 agent was trying to initiate remote session however call was disconnected.
·         Customer was then not reachable when called back.
 
It was observed that customer was receiving scam calls from a 3rd party tech support and customer was informed that company is shutting down so they were refunding $1000. Customer was then asked to refund the remaining amount however customer did not transfer any money.