VTech Software Solution, Inc.

Hi Mr[redacted],Thanks for reaching out to usI have reviewed your complaint and checked the case with my teamMy submission is as below:1) We have a highly visible Digital marketing campaign running in US and Canada and your Daughter found us online by thatWe have not? solicited this
help.2) We have charged in USD can my agent has clearly communicated this over the phoneSeems like it was misunderstood for Canadian Dollars hence the confusion of getting overcharged existsSame was communicated in the sales invoice mailed to you.3) We have a Day money back refund policy for all our customersHowever your call reached us after the Day period but still my agent wanted to help you by refunding the difference between USD and Canadian Dollar to satisfy youAfter that the call got disconnected, my team tried to call you back twice after that but reached your voicemail instead.4) We understand that this experience has caused you? inconvenience? due to the misunderstanding caused and I am initiating a Full Refund to live with our promise of "Happy or Free" to all our customers.? Warm Regards,[redacted] - ManagerVtech Software Solution Inc

Dear [redacted],We already issued a refund check to you, seems like it has not reached youWe are sending another check and cancelling the previous onePlease note that we have no intention to keep your money if you are not satisfied with our servicesAttaching the copy of check.Regards,[redacted] - Vtechgeeks

Sub: Response to Revdex.com Complaint # [redacted] w/o [redacted], reached out to us for technical help with herPersonal computer on 22nd April We resolved the issue and alsoprovided a support plan to cover future ** related issues, Since customer later showed her dissatisfaction over this issue, we promiseda refund of the fees chargedWe issued a check for refundHowever werealized that the previous check has not reached the customer, hence we are cancelling the previous check and issuing a new one (Copy Enclosed)Wehope this settles the case and closes this issue.Feel free to get back for any further queries,Thanks and Regards,[redacted] - PresidentVTech Software Solutions, Inc,[redacted]Check Copy Attached? Thanks & Regards,[redacted]?

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]I understand that by choosing to accept the business response that my complaint will be closed as resolved.?
Regards,
[redacted]

Dear [redacted],With reference to our previous communication, we issues you a refund for the partial amount needed by youHowever we have noticed that you have already disputed all the charges via your bank and we have got a chargeback in our accountNow we dont have any funds from your side as you would have received both amounts via your bank.? As far as the $scam is concerned, it was not usNeither you would have got a call from our number [redacted], nor we ever ask for any payment via [redacted] or [redacted]This is a clear disclaimer on our website and the same was shared with you on your invoice and via email notification from our side.We clearly inform all our customers verbally and in written form to not to entertain any call if it is not coming from [redacted]So we feel sorry for your loss, but you should have been careful.? Regards,[redacted] - vtechgeeks.com

Hello,We reviewed the customer complaint and its unfortunate that this happened to this customer and is a scam about refunds going on by someone pretending to be Vtech and trying to scam themWe have updated our website notifying customers about this and always telling in our replies to customers
that they should not give any personal or financial information to any person pretending to be Vtech to protect themselvesWe advice to contact the financial institution immediately and get their money back asapWe have no other knowledge of this matter.Regards,Vtech

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]I understand that by choosing to accept the business response that my complaint will be closed as resolved.?
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
While I am pleased...

you say you will refund my money.  I will not assume our business complete until I can deposit the refund safely in my account.  I am waiting for a check.  Thank you.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Hi [redacted],Thanks for writing to us. There seems to be some understanding here, what I learned from my team was that you were very satisfied yesterday. We have also received a positive acceptance email from your side. However we can understand that later non-performance of computer can be...

frustrating.My submission after listening to the call recording:- Our agent said that we are on Revdex.com website and we have applied for Revdex.com. He did not say that we are Revdex.com accredited. He also opened Revdex.com on your computer to demonstrate the same.-You would have received our number through our online marketing campaign.-The information shared by your n/w vendor is not correct. They are misleading you, we have not installed any virus in your computer. You can call them to ask the virus name if they are so sure with it. I am sure they will not have an answer.- We have a policy of refunding back any dissatisfied customer, Hence I am processing a full refund immediately. This amount will hit your bank soon.Regards,[redacted] - Vtech Software solutions

Dear Mr. [redacted],Thanks a lot for reaching out to us. You seem to be a victim of a scammer who has used our name. I have done a thorough check and found that you have received no call from our end. Some points to note:1- We do not callback our customers after routine 3 followup after the...

agreement.2- We only call from [redacted], Do check the number from which you have received the call.3- We don't install any third party application since we have our own protection application for our customer.4- We would never ask for credit card information since we have already charged you from check 6 months back.Immediate action proposed is - 1- Immediately contact your bank and file a chargeback for $200 you have paid to the scammer. Thus you can save that money2- I will arrange a callback to you from my senior technician and we will take care of the health of your computer if the scammer has done any damage.3- Kindly share the phone number and email address of the person who called you with us on [email protected] . This will help us to investigate the case further.Please rest assured that your Lifetime Warranty in live and we will always the there to help you out. Its unfortunate that you have got scammed.Warm Regards,[redacted] - Marketing / Customer Relationship HeadVtech Software SolutionsPhone : +[redacted]Skype: [redacted]

Hi [redacted],I can understand that such experiences can be very frustrating. However I still stand strong on my statement that you are scammed by an outsider and not us. We have no reason to spoil an existing customer.Having said that we understand that you cannot get hold of that person now and he used our name. So with reference to your conversation with Peter from my office we are sending a refund check of 500 USD at you shared address. We hope this brings some peace to you. This check will be reaching you in 7-8 working days. Thanks & Regards,[redacted] - Vtech Software Solution

Hi [redacted],Thanks for raising this concern to us. There seems to be some confusion here. I am asking by protection team to immediately look into this matter.One thing I can ensure you is that the credit card fraud cannot happen from our end because it is impossible for my associates to even get and...

access to customer's vital information like card details and phone number after the call is over. We are based out of Massachusetts and have a track record of never getting involved in any such fraud. My team will get back to you and process the needed refund if it falls in the money back guarantee period. You can also write directly to us at [email protected] for fast processing of your request.We apologize for the inconvenience caused.Warm Regards,[redacted]Vtechgeeks

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
I did access your site via email.  I opened an email from someone who previously had sent me pictures.  In her current email was a link that said "pictures".  When I clicked on "pictures" expecting to actually see pictures from her, your flashing notice stating that my computer had numerous viruses appeared with the message that I should immediately call your phone number to get rid of the viruses.  I saved the email and can forward it to the Revdex.com if needed.Initially I agreed to settle for the $69 refund you offered but after thinking about this settlement I questioned why I should pay anything since my computer was working fine until I got your "repairs".I don't understand why you are surprised that I didn't contact you again.  You put viruses on my computer!  You also put more than 50 unknown people in my contact list.  I thought I could be getting set up for identity theft.  The person who actually did repair my computer had repaired another computer for me in the past.  He did not convince me that you were scamming me.  I figured that out before I contacted him.If you recall you called me on 3/1/16 after receiving my complaint.  You told me you would refund the other $100 if I withdrew my complaint.  The Revdex.com does not allow complaints to be withdrawn and I asked you to respond via the Revdex.com.  You did, but also withdrew your offer to refund the $100.  It appears that you were trying to bribe me.I would like the $100 you offered me on 3/1 to be refunded.  It also would be nice if you would give me the $50 I had to spend to correct what you did to my computer.
Regards,
[redacted]

Dear Mrs. [redacted], Thanks for reaching out to us here. I have reviewed your compliant and found that you fully deserve the refund since you called within 3 days of sale.. We have a policy of happy or free and we fully comply with that. There may be a misunderstanding with the agent you spoke to. I...

am issuing a refund and enclosing a copy here. Kindly close the complaint.

Hi [redacted],Thanks for writing to us. I have personally check all the transactions before responding you here. My response is as below: - You reached us by our internet marketing portal which you would have reached by clicking some link and not an email in your computer. Email with virus is not...

possible because we do not conduct any email marketing.- Your phone was received and your issue was resolved. however when you shared your concern then we promised to refund $69.99 as mutually agreed by you and my technician. - Accidentally this checking account was charged with the full amount of $169.99 instead of $100 as agreed. However we immediately initiated a refund check the moment we came to know about this mistake. We also issued a warning letter to the employee who did it for negligence. Remember you never came back to us for raising this concern. We did it ourself, corrected our mistake and informed you over phone. You would have received our refund check at you place by now. Please note that Scam Organization don't give back your money. Neither response to your requests.- We are very surprised that you never called us for any technical issue and took technical support from some other vendor. Who probably convinced you that we are a scam to make his money.- We would humbly submit that we have already refunded the agreed amount and again cannot initiate the refund if you are changing your stand.- Please feel free to call out toll free number and our technicians will be more than happy to help you and resolve any technical issue under our scope.Thanks and Regards,[redacted] - ManagerVtech Software Solutions Inc

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The original charge was never cancelled as Vtech said.  And I have not received the refund as promised. 
Regards,
[redacted]

Dear Customer,Our associate tried to reach back to you thrice to discuss the concern but reached your voice mail instead. However keeping our promise of 100 refund in case of any dissatisfaction. We have processed the refund from our side. ( Please see attachment). Kindly get in touch with your bank...

to check the receiving status.Looking forward to serve you in future.[redacted]Vtechgeeks

Dear [redacted],Thanks for raising this concern, it is very helpful to keep a check on quality and know customer feedback. However if I look at our process, it is very difficult to bill a customer without providing the committed services. I have asked my refund team to look in the matter and...

they will get back to you soon.Best Regards,[redacted]Vtechgeeks.com

Dear [redacted] And [redacted],We have received your complaint and my team is working on resolving it as soon as possible. We will get back to you soon.Regards,[redacted]Vtechgeeks