ZookaWare LLC

Complaint: [redacted] I am rejecting this response because:on June 08, 2016, the Revdex.com wrote "This message originally read on 6/8/ [redacted] *** Dear [redacted] , This message is regarding Complaint ID # [redacted] - ZookaWare LLC Thank you for following up with Revdex.com regarding your position in the above-mentioned dispute We understand you are NOT satisfied with the business’s response, and have noted your dissatisfaction in our files While we regret we were unable to reach your desired resolution, the business has provided Revdex.com with its position This matter is now closed in Revdex.com files, and will appear in the company’s Revdex.com Business Review as: “Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.”Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: They say support is part of the package and you must opt out or it is charged. Mr. [redacted] did not see this section. It must be a hidden area as done with tool bars on software. They also say you do not get your money back if you do not request a refund. That is how they keep your money without providing a service to you. That is a ripoff. In the email Mr. [redacted] received from zookaware, Mr. [redacted] was not informed that he had to request a refund for the company to receive their money back for a product that was not approved. This company is not a very good company to do business with. Sincerely, [redacted] for [redacted]

This customer purchased our software for $on March 9, at 1:07pm pacific timeHis order was flagged for fraud by our processor, therefore his order required manual approvalHis manual approval was completed and his activation codes were emailed at 1:12pm pacific (minutes after the order was placed and not the minutes he stated.) I included a screenshot of this order timeline as an attachment to this response.At 1:50pm pacific time, the customer called our 24/support phone number to speak with our American based support teamThe customer was upset that he could not figure out how to download our softwareOur support rep recommended he try downloading our software using another browser already installed on his computer.The customer swore on the call and later when our support rep said "I'm trying to assist you in getting the program open" the customer called our support rep a "smartass" and asked for a supervisor.The caller was talking to our support manager and when that was explained to him, the customer was further angered.Our support manager asked if the customer would like a refund, he said "yes"So as the customer wanted, our support manager issued a refund and confirmed that with the customer within one minute - which is confirmed by the phone recording provided (not minutes as the customer claimed in his Revdex.com complaint)The customer called back a second time demanding to speak with the CEOOur support rep politely replied that we are aware of his issue and his refund has been processed already.Our 24/support team goes out of their way to help people with any computer or internet issue at all, sometimes even unrelated to our software because we want everyone happy with our companyBut our support team is not here to be yelled at, swore at, abused or called names as this customer didWhen that happens our support team is free to offer a refund as they did here and the customer accepted.I have provided the recordings of both phone calls from this customer, these two phone calls are the only contact we received from this customerSince his refund was issued as he requested, his refund was issued prior to him filing this Revdex.com complaint and what he claimed happened in his Revdex.com complaint are simply lies, I am asking that this complaint be removed from our Revdex.com history as there is no merit to this customers complaint as you can hear for yourself when listening to both these phone call recordings from the customer.Both of this customers phone call recordings can be downloaded from our google drive at the links below: [redacted]

Complaint: [redacted] I am rejecting this response because:I am not seeking a full refundI am seeking one half of total payment I didn't figure they were a reasonable company but I hoped to be wrong but wasn'tI mainly wanted Revdex.com to see how they were in case someone else inquired about them before buying their product.Sincerely, [redacted]

We offer a day no questions asked money back guarantee on this productWe make it easy to get technical and billing support by offering 24/US based support through phone, email and live chat
This customers purchase was made over months ago and we are not able to issue a refund over months later

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, *** ***

Customer placed two orders for [redacted] on 8/13/15 the first one at 7:34am and the second at 7:45am Alaska time. She upgraded both her orders to our monthly remote support service for $14.95/mo.
I have cancelled all her subscriptions and have issued a refund for $74.80.
We offer 24/7 US based...

support through phone, email, live chat and remote access. If there are any future questions about this please contact us 24/7 for assistance at [redacted] or our live chat button and email address can found in the footer of every page on our website.

This customer purchased our software for $29.95 on March 9, 2017 at 1:07pm pacific time. His order was flagged for fraud by our processor, therefore his order required manual approval. His manual approval was completed and his activation codes were emailed at 1:12pm pacific (5 minutes after the...

order was placed and not the 45 minutes he stated.) I included a screenshot of this order timeline as an attachment to this response.At 1:50pm pacific time, the customer called our 24/7 support phone number to speak with our American based support team. The customer was upset that he could not figure out how to download our software. Our support rep recommended he try downloading our software using another browser already installed on his computer.The customer swore on the call and later when our support rep said "I'm trying to assist you in getting the program open" the customer called our support rep a "smartass" and asked for a supervisor.The caller was talking to our support manager and when that was explained to him, the customer was further angered.Our support manager asked if the customer would like a refund, he said "yes". So as the customer wanted, our support manager issued a refund and confirmed that with the customer within one minute - which is confirmed by the phone recording provided (not 5 minutes as the customer claimed in his Revdex.com complaint). The customer called back a second time demanding to speak with the CEO. Our support rep politely replied that we are aware of his issue and his refund has been processed already.Our 24/7 support team goes out of their way to help people with any computer or internet issue at all, sometimes even unrelated to our software because we want everyone happy with our company. But our support team is not here to be yelled at, swore at, abused or called names as this customer did. When that happens our support team is free to offer a refund as they did here and the customer accepted.I have provided the recordings of both phone calls from this customer, these two phone calls are the only contact we received from this customer. Since his refund was issued as he requested, his refund was issued prior to him filing this Revdex.com complaint and what he claimed happened in his Revdex.com complaint are simply lies, I am asking that this complaint be removed from our Revdex.com history as there is no merit to this customers complaint as you can hear for yourself when listening to both these phone call recordings from the customer.Both of this customers phone call recordings can be downloaded from our google drive at the links below:[redacted]
[redacted]

We are unable to locate an order using the email address provided to us.
 
The order number referenced is not in the format that our company uses for order numbers.
 
The request also stated they spoke with a "female" on January 16 at our company, but we don't have any women employees...

that would have answered our phone this year, so that call wasn't to our company.
 
I'm happy to help this person out with their request, but I cannot find any order information using the provided information.
 
The easiest and fastest way to get 24/7 support is to call us or contact us via live chat. All of our 24/7 contact information is on our website at zookaware.com

Since you're still confused over what you purchased, when you called, what was said and what our sales page looks like for our remote support service - I posted it as an attachment to this message and am answering your other points of confusion below.
You can see that our sales page (attached) clearly states in large green letters on the left, towards the top: "$14.95 per month"
In order to purchase the service, on the right, you need to select the radio button next to "Yes". Under "Yes" (and above the button to place the order) it states: "Todays payment is $14.95 for your 14 point PC tuneup and I.T.Zooka unlimited 24/7 support for one month. I.T.Zooka auto renews monthly for $14.95 and you can cancel anytime via phone, live chat or email."
So you're required to select the radio button and then click the green button to make your purchase. We add nothing to your cart by default and our technician did not state that. We record and save all our phone calls and we specifically told you that the item is not automatically added to your cart.
The page also doesnt offer refunds, because we don't issue refunds for a service like this. We did however make an exception for you and previously issued you the refund for the $14.95.
If you have further questions I encourage you to contact us directly 24/7 via phone, email or live chat. However, if you do insult our technicians as you did in your last message they do have the right to end the call, so I encourage you to keep it polite and we are happy to answer all your questions.

Complaint: [redacted]I am rejecting this response because:I am not seeking a full refund. I am seeking one half of total payment.  I didn't figure they were a reasonable company but I hoped to be wrong but wasn't. I mainly wanted Revdex.com to see how they were in case someone else inquired about them before buying their product.Sincerely,[redacted]

Customer purchased software on June 4, 2015. They contacted us on August 22, 2015 to request their license code be resent to them and it was immediately emailed to them.
We offer a 60 day money back guarantee which can be requested 24/7 through phone, live chat or email. The customer requested a...

refund on November 23, 2015, over 5 months after their purchase so we are unable to issue a refund. We politely explained this over the phone on November 23, 2015 to the customer.

Complaint: [redacted]I am rejecting this response because:on June 08, 2016, the Revdex.com wrote "This message originally read on 6/8/2016
[redacted] 
Dear [redacted] ,
This message is regarding Complaint ID # [redacted]- ZookaWare LLC Thank you for following up with Revdex.com regarding your position in the above-mentioned dispute.   We understand you are NOT satisfied with the business’s response, and have noted your dissatisfaction in our files.  While we regret we were unable to reach your desired resolution, the business has provided Revdex.com with its position.  This matter is now closed in Revdex.com files, and will appear in the company’s Revdex.com Business Review as: “Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.”Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  They say support is part of the package and you must opt out or it is charged.  Mr. [redacted] did not see this section.  It must be a hidden area as done with tool bars on software.  They also say you do not get your money back if you do not request a refund.  That is how they keep your money without providing a service to you.   That is a ripoff.  In the email Mr. [redacted] received from zookaware, Mr. [redacted] was not informed that he had to request a refund for the company to receive their money back for a product that was not approved.  This company is not a very good company to do business with.
Sincerely,[redacted] for [redacted]