Western Archrib

Issue was with a 3rd party affiliate namely: Techlive -we have escalated the complaint to them on your behalfOn our end we already refunded your purchase weeks ago

Hello [redacted] ,First off let me please put your mind at restOur software would not have damaged any of your personal data as the repair process only works with systems related files on your computerBarring a hardware failure we will be able to assist you to resolve this issue no problemI will ask you to please work with us to get to the bottom of the issue you have experienced to firstly troubleshoot and thereby discovering the root cause and then to problem solveBy doing this we will be able to make sure that if the issue ios related to our software we will be able to fix it and make sure that nobody ever experiences the same.I did search our CRM systems to try and check your correspondences with us for quality purposes but unfortunately did not find any using the email address: [redacted] and the phone number ###-###-#### that you providedThis would only mean that you did not deal with us directly and indicates that you would have dealt with an affiliate or 3rd party company that resells our software.I am including the Customer Service and Technical Support Team in this correspondence with you and will then personally follow it up to make sure that one of our upper tier technical support agents is made available exclusively to take charge and responsibility of your caseI most sincerely apologize for your experience and will endeavour to assist you in making sure we resolve this issue in the quickest time possible

This customer was already refunded on the [redacted] of June when he called in asking for such

Hello [redacted] ,It seems you have mistaken us for another companyThe only transaction we have a record of coming from you is for the Reimage Software that you purchased for US$on the [redacted] of July 2016.We have no record of a US$nor US$chargeHowever I am escalating this case to the upper tier support supervisor to assist you if needed to fix your computer at no additional cost.We will also process a refund for the US$purchase just to show good faith.Customer Service is priority number 1.Kind Regards [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]Hi [redacted] Thanks for looking into thisI received an email showing my purchase and including the license key needed for installationThe phone number on the email is [redacted] But when the program stopped and didn't move for hours I called the number that was visible on the face of the Reimage program: ###-###-####I assumed this was the correct number to call for supportThat's when the tech said she needed to access remotely to fix the programI hope this can be resolved as I am really concerned for my personal information.This needs to be resolved as soon as possibleThanks, *** In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted] Hi ***, I just read your Revdex.com complaint and I’m sorry to hear about this The number listed is a third party center as displayed on our website and EULA information This is a serious compliant as they are paid to service our customers with Reimage only and not install additional applications, especially without consent I will be taking this case to them directly, if you can provide the phone number you called, this would be of great help I’ve passed on your request and your Reimage purchase will be refunded immediately Please keep in mind it takes up to business days to complete Thanks, Steve C [redacted] CMO * ** [redacted] * ** [redacted] *** * ** [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I received a E-mail on Dec [redacted] form a Mr Steve C*** a member of management of the Reimage IncHe stated in e-mail to me that I would be refunded $If I'm refunded $then it is a non issueI have not received refund to master card pay -pal account in the amount of $I e-mail Mr C [redacted] the physical address of pay pal master card which seemed strange Sincerely, [redacted] l

[redacted] No problemI sent to support and received confirmation But please keep in mind it takes up to business days to be received Rest assured you are guaranteed a refund Please withdraw complaint once received Thanks, -***

Hello Sir,Apologies for the experience. It is understood from reading the transcripts that your computer was unfortunately infected by a virus that inhibited the running of the Reimage Software. The offer to upgrade your package to one that included 24/7 remote session support was reneged. I... have instructed our finance department to process an immediate refund of your purchase as per your request.I am hoping that you are able to find a more cost effective solution that meets your budget. Wishing you nothing but the best.Best RegardMarc G***Business Response Updated:Hi [redacted] , I just received your recent BBB complaint and wanted to reach out directly. I apologize for any inconvenience as something like this should never happen, especially the poor customer service on our side. The activation call is optional, if you look at the confirmation page, there are manual instructions on activating the license key. That being said the customer service provided should still have been far more courteous. What I would like to do is refund any remaining charges, ideally would be great to reverse the chargeback and allow us to refund you in full. But that’s up to you. After that I would like to personally put you in touch with support and offer 1 year of free tech support. This includes any questions you may have and a full diagnosis of what happened during the repair. There will be no additional charges whatsoever. Also, it would be very helpful to provide the number you called. This was I can see who was handling this case and take the necessary steps to ensure this person is not able to do this again. Let me know your thoughts and any feedback you may have.Thanks and sorry for your inconvenience. Steve CCMO

Hello ***, We have reached out to you via our internal CRM systems with an offer of assistanceIf unhappy we will refund the purchase as requested without hassle RegardsMarc G***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
*** *** ***
*** *** ** *** *** ***
*** *** ***
*** *** *** ** *** I did call & ask,got no where.thank you for taking the time to do the refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello ***,We received a request for a refund from the Revdex.com for your purchase of Reimage softwareAlthough we will be sad to lose you as a client, I am more than happy to comply with your requestService is of great importance to us so hope for your reconsideration in the
futureWe are a constantly improving company with constant new developments.In your complaint you mentioned that you had previously tried to get hold of us however upon checking our customer relationship management software I could not locate any emails, chat or telephone callsI search using the following criteria: ###-###-####; *** & ***In an effort to improve our service I would request that you email me back on this address to provide more details on how you contacted us - your help in this regard would be most appreciated.Please note I have process the refund on our end nowDepending on your personal bank policies the refund could either reflect within the day or up to business days later.Should you wish any further information, please do not hesitate in contacting us***Kind Regard Marc G***

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 and the matter has been resolved
Sincerely,
*** ***

Hello, I responded to this compliant directly after receiving it a while back The customer was refunded in full and we await more feedback on his "Hardware issue" My problem with this is our software is not capable of accessing a users Hardware, it's physically impossible I would also be happy to cover yhe users $additional fee, which I was told was also refunded. Please help me proceed here. Thanks, Here is what I wrote: While I don’t condone what happened and am more than happy to assist, it’s important to note the call was definitely not optional, nor is the messaging below clear and concise on activation Attached is the page received after purchase, where the user can call in for assistance, or activate manually with instructions given. What you have pasted below is the confirmation email we send to our users, note that the license key purchase is in fact listed. The word “activate” or anything suggesting the license key requires activation is nowhere to be found below. It states “for step by step instruction” as most of our users require some assistance. That being said, I don’t condone customer service upselling you and this is something that will be dealt with internally based on your complaint. Another issue I have worth mentioning is your complaint mentions Hardware issues. Reimage is an automated Patented PC repair that replaces or repairs damaged or missing Microsoft OS files. In no way does Reimage touch a systems Hardware, suggesting any Hardware damage is the result of reimage is simply impossible based on our functionality. Hardware can only be repaired physically, not automated online. We even specify this on our homepage ***Despite the above, I would like to assist with your PC best I can. If you follow up with the labs findings, I will be more than happy to compensate you for your troubles pending their findings. I would have preferred refunding your purchase as opposed to Chargeback, but I can appreciate your frustration in doing so based on your complaint. If you have any suggestions on a resolution to your complaint, please let me know

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 and the matter has been resolved
Sincerely,
*** ***

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 and the matter has been resolved
Sincerely,
*** ***

Hi ***,I just received your complaint and I’m sorry to hear about the inconvenience.It seems a third party provider we use offered the service and failed to deliver.Please let me know you *** address and we will refund $this week If you still need help with your dell, I can offer
one of our in house technicians here at Reimage free of charge.Thanks,*** ***CMO --------------------------------------------

Hello, I'm sorry Reimage was not able to fix your problem.I have passed on your information and you will be refunded in full. Reimage offers a day money back guarantee, so it's usually easier contacting Reimage support directly, as opposed to issuing a complaint through the Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[YSteve, although I appreciate your intent, that horse left the barn. The call was NOT optional. The message, after payment was made, was very clear and concise. It was that in order to get the service activated I HAD to call that number provided, no different from receiving a credit card in the mail and calling a number to activate it.:our Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hi [redacted],My name is [redacted] and I am contacting you on behalf of the message received below:  I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I did work with their company, in fact I have the phone number where I called on my phone, plus the over an hour time it took talking to all that I talked to also. The phone number I called was ###-###-####, Today  I had a tech come out and reloaded windows on my computer again. Yes I have lost pictures, files and more. But at least it works. $35.00 to come out and $60.00 for an hours work.  So now all I want is my money back. ($19.95) I will count  the rest as a costly lesson learned. Thank you Revdex.com for your help[redacted]I am sorry to hear you had an unpleasant experience.  We will be refunding the $19.95 as you requested.   Upon completion and confirmation of refund, we would appreciate you listed the complaint made to the Revdex.com as “resolved”.Thanks,[redacted]CMO