Yayservices, Inc

The billing issue this customer is facing concerning re-occurring payments needs to be handled by Total System Care. We have nothing to do with the purchase of that product. We only provide support in activating, reinstalling or uninstalling the product.It is IMPOSSIBLE for us to
activate the camera of a device without user permission. This is not possible on computers, only one phones. In this case, the agent had no view of the end-user. It is standard practice to document our information as a company for the customer, so that if there are any issues, the customer can quickly find our information and contact us if needed.In terms of Windows Vista vsWindows 7; the technology we use to connect to customer’s computers tells us the operating system of the device. It is possible for a system to show up as another version of Windows within the reporting, however it is unlikely. This was just a mix up in terms of what OS is running.What separates us from Norton is the fact that we are a premium, technical support provider. The scope of problems we address is far greater than the support one would receive through Norton. Norton software is antivirus software which runs on the machine to prevent and remove infections. No software is perfect. Malware, adware and spyware can evade Norton or other products because the database of virus definitions is constantly updated. New threats develop daily. Those threats need to be identified and added to a database before they will be screened and removed automatically by the software.Norton does have a premium support service, however it is channeled to other companies like ours. It is not inclusive with antivirus purchase, it comes at a great cost.The agent did not lie to this customer. The agent was explaining typical antivirus coverage through Norton. The only way the Norton will provide remote technical support is through additional cost and is not a feature-inclusive service with antivirus.The number given to this customer by the agent is this agent’s direct line. The number on the message this customer received is a toll free number that is ported to premium technical support companies like ourselves. We give direct lines and other toll free numbers in order to direct customers to the most appropriate department and agent available to handle the call. The number on our website is ###-###-#### and is ported to the direct line of Steven J***. His extension in this case is ***.We are completely unaffiliated with the sale of Total System Care, other than we are a company that supports the installation, activation and usage of that product. Any billing inquiries or concerns should be directed to Total System Care. We have nothing to do with the recurring billing or other issues this customer faced with that product.I have analyzed the data and there was no wrong doing by our agent. The agent provided a professional diagnostic, free of cost. The agent provided his direct line if in case this customer wanted to purchase services or products from our company. The customer disagreed with the cost of the services/products. It is understandable if a customer chooses to not purchase from us based on a variety of reasons. We apologize for any misunderstanding or presumptions made by this customer. In this case, I have not detected any wrong doing or misconduct. The customer confused our company with that whom sold her Total System Care. The numbers are different basis the explanation above. The remote software does not allow us to turn on customer’s cameras. The customer denied purchase and the call was disconnected. I have no further information on this

To Whom It May Concern:We are sorry that this customer had an unpleasant experience.  She has been issued a full refund.We offer premium technical support services.  The particular package this customer purchased would have provided her with unlimited support for one year.  We have...

thousands of satisfied customers around the world.  We strive to make sure every one of our customers receives the service they need.  Our services are available 24/7.  We did not receive any messages or contact from this customer after her services were purchased.  The sales agent who first spoke with the customer was new, and admittedly perhaps not as tactful and informative as they could have been.  We are currently working with them to improve their tactics.   We are very sorry for the bad service this customer received, and hope she is able to get the technical help she needs.Yay Services

In response to the customers complaint;  YayServices uses a 3rd party company, like many customer
support IT companies, who handles the ads in the form of pop ups. We have no
control over how they select the computers to put our name out there or how
they actually promote us be it just a pop...

up or a voice pop up. We do not call the customer they call us, as Ms. [redacted] did, at which time she signed a document that allowed our tech agent remote access to her computer to run a tune up scan, I have attached a file that shows what the tech did along with her signature allowing us to access her computer to scan for viruses and any malicious programs. Yay Services does NOT infect peoples computers with viruses we eradicate the viruses. We are a very real and very legitimate business, we are not out to scam people.  Most people do not realize that just by being on the web they open their computers up to all kinds of malicious attacks and viruses. We provide a service to clean up the attacks.Her credit card was charged once in the amount of $99.00 for the one time 7 day warranty fix. We DO NOT take that credit card information and keep charging her card as Ms. [redacted] claims. She cancelled her card for no reason. We will have someone in our office reach out to Ms. [redacted] and talk to her about the refund she requested.Respectfully,Mary Anne B[redacted] Yay Services

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.
Sincerely,
Emily K[redacted]

I have put in a request to Help Yay for the full refund of $299.00 for Ms. [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.
Sincerely,
[redacted]

To Whom it may concern,We apologize for any frustrations you may have experienced. We take our customers very seriously and want to ensure you receive the best services from us. We have looked into this case and see that the customer was in fact given a partial refund for services rendered. We...

cannot and will not be able to provide a full refund because there was work done on this computer. We have a detailed list that the customer was provided with that shows what work was done on the computer. If the customer wants another copy of this we are more than happy to provide them with this. Any further questions or concerns regarding this case can be sent to our customer service specialist-[redacted] ([redacted]@yayservices.com).Thank you. Yay Services Inc.