ED Magedson – Founder
answersby Sutherland Global Enterprises Duped and swindled. "No refund" policy. Internet
This is an online tech support outfit. I called them because the manufacturer of my PC, ACER funnels all non-warranty calls to them. My PC was frozen. I made a few other calls to other companies and was able to get to a certain point with them and no further and no success in resolving my issue. I explained this to the tech on the phone here and walked him through all the steps I had already taken. After explaining all this to him I expressed palpable doubt that there was anything they could do without actually physically working on it. After he assured me that they were capable of doing things others could not, I bit and paid 150.00 for a service package. I was never informed that there is a non-negotiable no refund policy. If I had known that I would have hung up immediately. I was then transferred to another tech, as it turned out I was speaking with a salesman, not a tech. I was not aware of that up front. In her barely understandable english she proceeded to walk me down the exact same path I had already been down all the way to the bitter end with one exception; she had me actually pulling me computer apart to access the battery to remove it for a reset. My unit has as built in battery that is not removable without tools. In the end I needed to get some discs to get any further. I already knew that. I told them that I knew that already from the outset. I am alleging that even though they knew the end result was going to require me purchasing discs to proceed, they told me otherwise at the outset. I made it abundantly clear that I knew about the discs already and that I was relying on them to take me in a different direction. I have disputed through my financial institution, I have called them directly several times and this merchant will not budge. They do not care at all whether they have met the needs of their customers. They do not care about meeting their customers’ needs. All they want is the money up front, that is very clear now with their total unwillingness to compromise. They say they provided a service I say they did not. I ended up having to go to Best Buy where it was fixed. Answersby did not fix it. The did absolutely nothing but waste my time. I disputed all of this with my financial institution but it got me nowhere. I have strenuously lobbied for a refund and they will absolutely not budge. This company is unscrupulous and they are scammers. There is a transcript of the session but it omits many key parts of the conversations I have had with this outfit. What is transcribed is self serving and incomplete. I can provide what I have and I am sure they are in possession of the full audio recordings.
This report was posted on Ripoff Report on 07/21/2013 07:16 AM and is a permanent record located here: http://www.ripoffreport.com/r/answersby/internet/answersby-Sutherland-Global-Enterprises-Duped-and-swindled-No-refund-policy-Internet-1068829. 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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