Ok I am going to make this as short as possible but try to get in as many details. I contacted them on 5/8 beacuse of a virus attack. They convinced me to sign up for a 6 month plan. They had my computer in ok condition after this first time. 3 weeks later had the same problem, then a week later, then a few days after that. At that point was upset after being told time and time again the problem was corrected and and my computer was protected. I called in like 3 or 4 times asking for a supervisor to be told they had left for the day call back tomorrow each time. I had to wait an average of 30 minutes each time I called before an actual human would pick up the phone.
One time was actually 15 min and I thanked the guy for being quicker than others. I asked for a refund only to be told I was only getting my $100 back and they were keeping the $59.99 for services used and a cancellation fee. I was told they would do another claim about the remaining money but I never heard back from them. I did file a complaint with BBB just to have them respond with our online chats that I had be ok with the service provided to me. Well yeah you made my computer work for a short period of time but it was NEVER protected as claimed. I even asked them why the red sheild was up and I was told its ok do not worry. I blindly trusted. They said that i was a valuable customer just to turn around and say i have no idea about their processes (in the report back to the BBB.)
The BBB is NOT doing anything against them even though in the chat they posted is the one about the red sheild and being told not to worry. They said the virus was my fault because I didnt have protection& which is true and was dumb of me but it was dumber of me to believe they cared and were protecting my computer like they said. I do not recommend this company. They are ripping people out of money and screwing up computers by other postings i have read. They dont care and do make themselves fully available.in their response to the BBB about me asking for a supervisor - and this is FROM THE REPORT - "However, customer was not cooperative with us and asked for Supervisor to come over phone. We provide support 24/7 and have more than one Supervisors always in-charge on the floor.
Customer called us twice and asked for Supervisor hardly with a reason." Now if they care for their customers and one ask for a supervisor (which according to them is always available) why does a customer need a valid reason to speak to a supervisor at ANY given time??? Why was one NOT put on the phone when they knew I was upset? And why was I TOLD to KEEP CALLING BACK to speak to one. The are full of bull poop and should be shut down. I really wish I hadn't wasted my time. When I severed my "contract" with them I tried to REMOVE the Icons and programs they put onto my computer. Upon doing so I was told I had to have adminastrative permission to do so! I AM THE ONLY PERSON WHO USES THIS COMPUTER I dont need permission from anyone on anything!!!
So They had made a hidden adminastrative profile so they could access my computer during " check up" time and pretty much when ever they felt they wanted. I had to keep my computer POWERED DOWN while not in use scared they would log on. I then had to pay someone to totally wipe my computer and ACTUALLY FIX THE PROBLEM of which they failed to do. DO NOT USE THEM!!! I really hope this helps someone out there not waste time, money, or heartache over what this company claims they provide and offer. And I really could care less if they respond because I know the TRUTH and so do they. I have ALL the paper work that has been emailed as well as their response to the BBB. Please dont fall for it!!!
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