The trackpad and mouse buttons on my son's brand new HP laptop weren't working. I googled HP technical support from my iPhone and called. The recording that routes your call thanks you for calling HP Support. The operator who answered my call said that he could "see" my one-year hardware warranty, but that I didn't have software support. He said I could purchase yearly unlimited software technical support for $149.99 for an year. By doing so, someone could fix my son't laptop right away through remote access. I said I didn't want to spend $149.99. He then offered me a plan for $89.99, and said with either plan, I would receive a rebate right away. I said no, and that I only wanted one-time, immediate assistance. He said that with supervisor approval, I could buy 1 month's service for $49.00, and again promised the tech could fix the problem immediately by remote access. I agreed to that price. I assumed I had no option since I believed I was dealing with HP.
After I was transferred to technical support, the technician on the line immediately told me that he couldn't fix it remotely, because it was a hardware problem that should be covered by Hewlett Packard since my computer was well within its warranty. Then he told me to call HP directly. Huh?! After disclosing that I was calling a company formerly called, "My Tech Help". he explained they provide software service for all electronics under the plan sold to me and apologized if that wasn't clear. He then gave me the 800-number for HP, and I asked to be transferred to billing. I was put on perpetual hold, forced to listen to horrible muzak, and after 1/2 hour, I hung up and called HP.
After over an hour on the phone with HP trying to troubleshoot the problem with a software support agent, diagnosed the problem as a hardware issue, and HP is sending me a packing box for repair. I called American Express to explain the problem, and wanted to dispute the charge to my card. It was at that point that the AX customer service rep told me they charged $59.98 to my card, and that after 1 week, they would help me dispute the charge if the company hadn't issued me a refund. That is criminal to overcharge your credit card.
I called "My Tech Help" again, and was once again transferred to billing. After another 1/2 hour, my call was finally answered. Then she put me on hold again. When she returned to the phone, she explains the overcharge saying I was charged $9.99 S&H for the keyboard/trackpad. Nothing was being sent to me. I should never have been charged a S&H fee. Then she tells me she can't issue the refund. I have to go through Saveology Tech because my invoice included hardware charges. WTH?!?!
I was transferred, and spent another 1/2 on hold before finally speaking with, "George." He said that they would issue me a refund for the $59.98, and it should be on my card within 1-2 business days. After reading all of reports on here, I doubt it.
If at all possible, don't deal with this company!!! Without a doubt, they are deceptive, and fraudulent!!! All-in-all, not am I out money (which I'm pretty sure I'll never see again, despite assurances), I've lost 4 hours of my life that I'll never get back just to get the runaround by this company. So frustrated!