I called PlumChoice on December 26th, and after speaking with one of your customer care specialist, paid $129.95 for what was said to be a PC Tune-up. That Saturday I called PlumChoice and was referred to a representative identified as Brandon, who encountered a problem with security program, which prevented him from taking control of the computer. Several attempts were made to uninstall the program, but unfortunately ALL failed. On the FINAL attempt, the uninstall action looked so
promising that Brandon thought was it successful, and when I suggested we confirm the program was uninstalled, Brandon, for some unexplained reason, said lets assume that it was.
It turned out that the program had NOT been uninstalled, and subsequent attempts to connect Brandon to the computer failed.
Brandon then advised me that he would speak with his supervisors regarding our failed attempts and ask that the matter be referred to the Tier 2 techs, and placed me on hold. While on hold, my continued attempts to uninstall the security program were FINALLY met with success. After waiting on hold for nearly 35 minutes, I decided to call back and spoke with a customer care rep identified as Brittany, who advised me that Brandon was on break, and that someone else would be calling me back in about an hour.
2 hours later, I called again and spoke with Brittany once again. She indicated that the matter was referred to Tier 2 reps and that I would be contacted by them within the next hour. Two hours later, after receiving no word, I called back and, once again, spoke with Brittany, who was apologetic and stated that a call had been made and that they were unable to reach anyone.
It appears that the Tier 2 reps called my home phone number, despite my telling everyone with whom I had spoken, that I was out of town, and should be contacted via my cell phone.
Brittany then advised me that the Tier 2 techs would make two additional attempts, and promised to have them call me on my cell phone the following morning.
The next day, after receiving no word from Plum Choice, I called and spoke with someone identifying herself as Nadia. She advised me that the only thing she could do is to place another request for a
Rather than take my frustration out on this woman, I decided to speak with someone in authority.
On Monday December 31, 2012 I called the 1866 811 3321 and after briefly describing my ordeal, was advised that someone in either supervision or management would contact me within 48 hours.
Having received no communication, of any kind, from PlumChoice, I called your corporate office Monday December 31st, and left a voicemail message for someone to contact me.
After receiving no response weeks later, I wrote a letter to their Headquarters and ensure that copies were sent to everyone in their management hierarchy. I have receivec no response whatsoever.
The shame is that this was once a GREAT company.