• Report: #1134648

Complaint Review: Advanced Tech Support

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  • Submitted: Sat, March 29, 2014
  • Updated: Sat, March 29, 2014

  • Reported By: Thomas — Lakewood California
Advanced Tech Support
4800 Trex Avenue Boca Raton, Florida USA

Advanced Tech Support Daughter Spent $250 For Nothing Boca Raton Florida

*Author of original report: Dispute Resolved

*UPDATE Employee: Advanced Tech Support

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Last week, I referred a website to my daughter which supposedly had the answer to her laptop wherein the right half of the screen was black while the left side was normal. My daughter asked me to talk to the Support person to see about fixing the black half of the screen.  After surrendering control of the laptop to the service person, he said he found thousands of Spyware embedded in the computer and said they can clean it remotely within 6 hours for $250.  He also offered to sell us Panda anti-virus for another $100 as my daughter didn't have current anti-virus in her computer. After learning that Panda was one of their products I deferred but agreed to let them do the virus removal since my daughter had authorized it as I was led to believe that would solve the black screen problem.  After my daughter's credit card was charged, I left the computer on for 6 hours as directed. When the allotted time was up, I rebooted the computer but still saw the black screen.  I called their 800 number and spoke to another person who took over remote control of the laptop and said after checking, that it was a hardware problem and that I have to replace the laptop's screen.  This made me wonder why the first guy couldn't have told me this.

I then called a computer repair shop who had previously worked another of my daughter's computers and he agreed that the problem she had was due to a bad screen which can be caused by dropping the laptop, putting too much weight on the lid or closing the lid too hard.  Her computer has an LED screen which gives a better image but is more delicate than an LCD screen.  I dropped off the laptop with him and less than a week later, we got it back and the problem was fixed.

I feel that this was just a ripoff to sell us a $250 virus-cleaning procedure. 

 


This report was posted on Ripoff Report on 03/29/2014 08:20 AM and is a permanent record located here: http://www.ripoffreport.com/r/Advanced-Tech-Support/Boca-Raton-Florida-33431/Advanced-Tech-Support-Daughter-Spent-250-For-Nothing-Boca-Raton-Florida-1134648. 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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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Dispute Resolved

AUTHOR: Thomas - ()

After reading the rebuttal to my complaint, I called Advanced Tech Support and explained that my daughter's credit card was charged $250 for a procedure which failed to correct the problem which I had called on originally. The person I spoke to was very accommodating and agreed to credit my daughter's credit card for the $250 charge.  My daughter has confirmed that her card was credited for the $250 and the dispute has now been resolved.  

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#2 UPDATE Employee

Advanced Tech Support

AUTHOR: Advanced Tech Support - ()

Hello

I am very sorry to hear of the recent complications that you have experienced.  Advanced Tech Support is dedicated to making our customers happy.  We would like to hear from you directly so we can correct any and all issues you are experiencing. 

Computers can be very complex and temperamental it is possible for malware to cause black and blue screens.  However seeing this is a hardware issue you should call us to get a refund.  We stand behind our products and company and because this is an issue that was caused by hardware failure we cannot fix the issue.  A refund should be given.

To contact one of our support agents please visit our contact page here: http://www.advancedtechsupport.com/contact-us.aspx

You can chat with a live chat support person from 8am to Midnight EST time 7 days a week.  If you like you can call us directly at 1-800-978-4501 24 x 7

Thank you again,

Advanced Tech Support

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