• Report: #745471

Complaint Review: pccare247

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  • Submitted: Sat, June 25, 2011
  • Updated: Fri, August 26, 2011

  • Reported By: rose — Murrysville Pennsylvania United States of America
pccare247
Internet United States of America

pccare247 Falsely identified themselves as being associated with Norton Antivirus, Internet

*REBUTTAL Owner of company: Customer Satisfaction

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I initially was put in contact with pccare through a number I believed would connect me to Norton antivirus company through which I had a service plan. I had had multiple issuses with my Dell computer and their techs had taken my computer back to the factory settings. The Tech from Dell told me to call Norton and have them reinstall my Antivirus plan. When I called the number he had given me, the phone was answered  by a person who initially did not identify their company. I asked specifically if I had reached Norton to which he responded that yes indeed he was from Norton. I explained that I needed to reinstall the Antivirus Protection that I has already paid for that was removed  by Dell during their repairs. He had me allow him to take control of the computer and began to 'find' viruses and malware problems that he said were on my computer.

He then explained that I had to purchase a service plan that would allow him to repair my computer. As I still believed he was from Norton I believed that even though I had already paid for a year of the Norton plan that this was necessary, and allowed him to talk me into purchasing his service plan for 139.99. This he assured me would be fully refunded if I wasn't completely happy with my service.

After 2 1/2 hours of his making multiple changes on my computer, I finally convinced him that all I really wanted was the Antivirus Software reinstalled as I had origionally requested. At this point he seemed annoyed, but did as I had requested. When he finished, he asked if I was happy with the result of his work, to which I replied yes. At this point the computer seemed to be operating adequately. This was about 11pm EST. The next morning, I attempted to sign on the computer and the operation of my computer was completely non-functional. Again I called  the Dell representatives and again attempted to correct the problem. At this point I realized that I had been talked into purchasing a technical support through pccare that first was Terrible, and second that I have the same coverage through a Dell warranty to cover technical support and software.

I then called pccare247 and requested a refund. Of course, They were not about to return my money. After arguing that I had been assured that I would get a money back refund if I was not completely satisfied, I could only get them to refund about 2/3 of what I had paid. The person I was speaking to insisted that I had to pay for the technical support that I had recieved despite the fact I told him that whatever the tech did the night before completely trashed my system. I also explained that I was misled deliberately by the person I spoke to who told me they were from Norton. As of right now I am out 59.99 for procedure that has caused me to spend hours trying to undo what they 'fixed'. I believe this company is a complete fraud and are deliberately misrepresenting themselves as another company. Norton Antivirus company needs to know that these people are essentiallly ruining their reputation.

This report was posted on Ripoff Report on 06/25/2011 09:53 PM and is a permanent record located here: http://www.ripoffreport.com/r/pccare247/internet/pccare247-Falsely-identified-themselves-as-being-associated-with-Norton-Antivirus-Intern-745471. 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:
0Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

Customer Satisfaction

AUTHOR: PCCare247 - (United States of America)

Customer trust and satisfaction is what PCCare247 thrives
on. Throughout our history of operations, we have been completely transparent in our
business, as thousands of our customers would testify.

We understand that your association with us was not quite
memorable. I have checked our database and set up a team to review the
case. We, however, have not quite been able to pinpoint any such case.
Let me bring to your attention that we have an independent team of
quality analysts who report directly to me in case any of our employees
deviates from the following parameters:

1. Call Branding The agent must let the customer know firsthand that we are
not HP, Dell or canon support. We are PCCare247, one of the leading online technical support
providers.

2. Addressing the Correct Problem Our agents are continuously monitored so
that they do not misinform the customers about the problems they are facing.

3. Financial Information through Online Transaction/ Supervisor The
customers financial information is processed through Online Transaction and can never be handled by the agent. In case payment through Online Transaction is not possible, the
supervisor takes over the call.



4. Refunding in Case of Unsolved Problem The entire amount is refunded in the
rare case of us being unable to correct the trouble the customer is facing. You
can help us fast forward your cause by contacting me directly at this number - +1-646-452-9482. I look eagerly towards helping you out and clearing any misunderstanding with us.
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