• Report: #907935

Complaint Review: AdAware Tech Support

  • Submitted: Fri, July 06, 2012
  • Updated: Thu, July 12, 2012

  • Reported By: Marq — San Mateo California United States of America
AdAware Tech Support
Internet United States of America

AdAware Tech Support Microsoft Certified Technicians Seeking tech support turns into buying an expensive "fix" Internet

*UPDATE Employee: Lavasoft 3rd party call center

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I called Lavasoft at the tech support number listed on their support page. I was surprised to have the call answered quickly. I could tell I had reached a large room with the voices of many operators. I suspected I was calling India, because both times I called, the technician had a heavy Indian accent.

Soon after I explained my problem, I was told there could be several solutions. There might be a simple fix, or I may have programs on my computer that were interfering with my Lavasoft program.

To determine the problem, the technician wanted to remotely login to my computer and see what I had running. I let them the first time and guess what? They found that I had many applications running in the background and some very important applications were not enabled! He produced reports from my computer showing how many problems I had. They looked genuine. The technician had never seen so many problems on a relatively new computer. He recommended that I take advantage of their services that would clean my computer and set everything right.

Of course, there was a cost for this, only about $215, but it would be performed by a certified Microsoft technician and it would take a couple of hours. They would guarantee the work, for sure. I should not try to take it to a local computer repair person, because they were probably not certified and did not have the tools that this company had. And if I waited to think about it for a day or two, the price would go up, so I should take advantage of the offer now. Plus, as an added benefit, if I bought their services today, they would give me Microsoft Security Essentials to protect my computer. This was not the free version, but the special Enterprise version.

So how could I refuse? When I asked him the name of his company, he said he worked for Adware (not AdAware). When I asked for a phone number to call him back, he refused. Well I did not take their offer. I told him he was lying and just trying to get me to buy their services. I hung up and he called me back and had me talk to a supervisor. Talk about high pressure.

This same scenario happened a second time when I called Lavasoft about another problem. I did not let them get as far the second time. But several days later, my wife got a call from a man with an Indian accent trying to tell her that our computer was infected and he wanted to fix it remotely.

I did not suffer any harm from the one time they took over my computer. It seems like they are just trying to get suckers to pay for their "services". But it is alarming that I was able to contact them by calling a legitimately posted support number for Lavasoft. The nerve of these con men and women is surprising. Be careful when you call tech support.

This report was posted on Ripoff Report on 07/06/2012 11:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/AdAware-Tech-Support/internet/AdAware-Tech-Support-Microsoft-Certified-Technicians-Seeking-tech-support-turns-into-buyin-907935. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Lavasoft 3rd party call center

AUTHOR: Lavasoft - (Canada)

Dear Mr. Marq, I have read your complaint and I am very sorry your encountered these issues. What you are describing is not common and will be addressed immediately, at Lavasoft we appreciate and value our customers and at no point accept our customers feeling like they have been backed into a corner or pressured into something they are not comfortable doing. I would like to clear up a few points you mentioned, Lavasoft does not offer any free phone support only a paid 3rd party technical support, if you do require free support please kindly use this link this is for all our free and paying customers free of charge handled by in-house Lavasoft employees:

http://www.lavasoft.com/mylavasoft/support/supportcenter/adaware_critical_problem_report. The fee of $215 was for 1 full year of technical support 24/7. As for receiving a call from a man trying to fix your computer this is unheard of, I would kindly ask you to use the email address below under my name to email me your full name and email address this way I can investigate how and why you received a call back from this 3rd party call center as this is not allowed nor accepted by Lavasoft unless you paid for their services. Kind regards - Corina, sales@lavasoft.com 
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