I found myself the victim of malware/virus on my PC. Found Spotmau after searching online for help with it. Should have known better. Now notice there's a typo on their website—should be "upgrades" and it's "uparades". Nice...
Anyhow, fools rush in, including me, so I purchased their "We Fix It For You" services for $49.99. I got an e-mail from them pretty quickly and a link to register for help. But them the waiting begins.
Started panicking when after two days I hadn't heard a word—their website claims: "We will answer your question within 1~2 hours. During busy periods this may take longer but it is not expected to exceed 12 hours."
So after a few e-mails finally got an e-mail from their customer service. If you don't get back to them within twenty minutes of receiving the e-mail, you lose your chance to be helped, and it's back to the old drawing board of waiting for an e-mail from them. The techs that helped me on the live chat would do little or no trouble-shooting with what was wrong with my computer, so they would know what might actually be going on. I gave them permission to take control of my computer and they started having me download various antivirus software. None of which worked. At one point, one tech changed my language settings in the computer so he could download something in Chinese. Didn't work either.
Here's just one precious gem of an e-mail I received: "Dear customer, I am sorry. I can't find the email history or the discussion thread between us. We have lost track of our previous discussions out of some accident. Could you please send the email history including our previous discussions to me? Or could you provide a full description of the problem you have encountered again? As we receive hundreds of emails every day and it's difficult for us to remember all details for every customer. So we need your cooperation, Thanks for your consideration. Regards, Spotmau Support Team
(Hey guys, there's these neat things called computers—you can keep track of your customers with them—they're REALLY cool!)
The techs seemed to have less knowledge than I did about the malware issue. This is scary! They could not help me at all, but they kept acting like they could.
After days of nonsense and getting nowhere slowly, I called the phone number listed under About us / contact us to see about a refund, since e-mailing wasn't getting anywhere. It's the only phone number they give on their site. You get Regnow/Digital River. They simply handle the financial transactions. I have been trying to get a refund for a couple weeks.
Not sure of Regnow's legitimacy, but it's probably questionable too. The webiste gives a US corporate office hq of Texas, but everyone I spoke to was obviously from overseas.
What a nightmare. Better Business Bureau, hello?
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