REVIEW UPDATE: November 16 2016: Advanced Tech Support remains committed to increased customer satisfaction and has improved their business practices over the years to better serve their customers. Advanced Tech Support is truly dedicated to making sure their customers are satisfied and that any complaints which do arise are addressed promptly and fairly.Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..Ripoff Report Verified™ REVIEW:
To date, Advanced Tech Support has made good faith efforts to resolve all complaints reported on Ripoff Report. Based on our experience, the member business has proven to be among the top members of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program as a Verified Safe Business™.
Over time and since becoming a member, Advanced Tech Support has remained actively engaged and improving the way they address customer service complaints. As an active and current member of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program we are happy to report that now more than ever Advanced Tech Support remains committed to improving customer satisfaction.
Remember, no company or individual can ever satisfy 100% of the people 100% of the time. There are no products or services that will always be perfect for everyone and even the best companies will receive complaints from time to time. However, by participating in the Corporate Advocacy Program, the member business has made a commitment to working with its customers to resolve complaints quickly and fairly whenever possible.
Please keep in mind that as a consumer you have some responsibilities as well. Success has many definitions that based on your past experiences, current situation and your perceived expectations. Success with any product or service is always based on the proper application and understanding. The fastest car will not run if you never turn the engine on. Look at how you used the product or service that was provided in relation with the instructions that you received. The Corporate Advocacy Business Remediation and Customer Satisfaction Program will help you get your voice heard but please be prepared with documentation and fair representation of your concern, also have an idea of how the company can fix your concern. Can they offer additional services, extend warranties, offer a fair refund or just get you talking with someone that can help. ..let them know and let us know!
*Any consumer not receiving satisfaction from a member of the Corporate Advocacy Program should email us at email@example.com
EDitor’s UPDATE: Positive rating and recognition has been given to Advanced Tech Support
for its commitment to excellence in customer service.
Ripoff Report’s discussions with Advanced Tech Support have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Advanced Tech Support listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
The principals at Advanced Tech Support all agree and work off of the same common goal, "our customers are number one to our business. Without them we wouldn’t have a business. We take pride in separating ourselves from the pack especially within the remote technical support business. Overlooking your customers could be a costly mistake, and that’s one we aren’t willing to do.
Years of experience has taught us some simple lessons that most in our industry overlook. If you want to find answers on what changes need to be made you just need to listen to your customers. We have made some significant changes to our business based off of what our customer’s feedback was. In the end we became a stronger more complete company.
Our goals are simple we try and treat every customer like they are part of our family, because in the end they are what drives our business. Advanced Tech Support is very serious about customer satisfaction and we will do whatever it takes to make our customers happy.”Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business.. The information provided in this report below is based on comments made by Justin Wright during an on-site inspection held by a third party verification company with no biases toward Advanced Tech Support.
Advanced Tech Support is a virtual tech support company, specializing in helping customers with computer issues remotely, so the customer can get help from home. “We are a virtual Geek Squad. The customer can have any problem with their computer corrected at their home remotely from Advanced Tech Support’s office,” explains Justin Wright, a representative of the company. Leads are typically acquired through partnerships that Advanced Tech Support establishes with software companies. “Advanced Tech puts their phone number into software that is failing on the computer to steer the customer to Advanced Tech for help. The customer calls in to Advanced Tech and they run a brief diagnostic program on the computer to find what is causing the problem,” states Mr. Wright.
A typical sales/service process at Advanced Tech begins with the potential customer calling in to Advanced Tech with a computer problem. At that point, Advanced Tech runs their diagnostic program to determine the problem and fix it remotely. The customer is then offered a 1 or 3-year warranty service plan for the computer. Then, depending on the severity of the computer problem, the customer is notified that the problem has been fixed. The time frame for finding a solution to the problem varies depending on what type of problem the customer is experiencing. Mr. Wright states that it could take from hours to days to correct the problem. ADVANCED TECH SUPPORT CUSTOMER SUPPORT & COMPLAINT RESOLUTION
At times, a customer may feel unsatisfied with the product or services they received. An example of this at Advanced Tech Support is “when a customer thought that the service is supposed to do something that it cannot because the customer’s hardware is too outdated to run the software properly,” explains Mr. Wright. However, he states that this is not a common complaint. “We take over 3000 calls a day asking for service. It is a small percentage based on the total number of calls that are taken each day,” he states. If the team at Advanced Tech support is unable to help the customer initially, the customer will be sent to a more advanced technician to try and resolve the problem. At that point, if the customer is still unhappy and the issue is still unresolved, they are offered a full refund, no questions asked. Once the customers are granted a refund, they are generally satisfied and the issue is considered resolved. After the issue is resolved, either by a refund or by Advanced Tech fixing the problem, there is no follow-up procedure unless the customer specifically requested that they receive a follow-up phone call. In response to complaints posted on Ripoff Report, Mr. Wright states that “Many of the people on that report have already received refunds from Advanced Tech. Many were posted before the customer had received their refunds.”
During the service process, Advanced Tech takes steps to ensure the customer’s information is not lost or erased from their computer. “We set a restore point on the machine so if anything does not work properly, we can go back in time and reset the computer to an earlier time to restore the data. Our company also offers back-up programs that can be purchased to save the data,” explains Mr. Wright. Additionally, to ensure the quality of their work, all technicians at Advanced Tech are Microsoft certified, PCI compliant, and Trustee certified. They have also received thousands of independent reviews that are certified. Since receiving complaints on Ripoff Report, Mr. Wright states that “the company has evolved in the last 3 years from doing the best job that is possible. Steps have been taken such as quality assurance and certifying all technicians, training, and retraining. We are constantly evolving in all of our departments.”
Mr. Wright and the team at Advanced Tech recognize the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for businesses and clients to interact and resolve issues. Mr. Wright states, “It just verifies the company a step further. It supports the company further as being politically correct and justifies the company in investing in certification of employees and their continuing training. Advanced Tech is going to surround itself with successful companies and groups today and in the future. Complaints regardless of whether we think there warranty need to be addressed. Not only do they need special attention they need to be looked at as a learning tool in respects to what your company is doing correctly, but more importantly what you’re not doing right. We have put a more streamlined approach in place to handle and collect data on why the negative review happened. This way we can correct the issue from happening in the future.” ADVANCED TECH SUPPORT / Statements from the owner "
Advanced Tech Support is totally committed to listening to our clients to ensure a better technical support company now and in the future. Our commitment to customer satisfaction is a refreshing change from other technical support companies.
We have spent countless hours trying create and fine tool the most effective customer experience they could provide for their customers. Employees are put through a rigorous training center, ATS University, keeps our skilled technicians proficient and ready to be on the front lines, troubleshooting complex computer issues with ease. In return this makes for a smoother more enjoyable process for our customers.
Knowledge is power and our founders try and continually teach our technicians more efficient ways to work, in return making our customers happy.” Three Reasons Why More Than 20,000 Clients Have Chosen Advanced Tech Support "No Hidden Fees
Unlike other companies, we won't blindside you with hidden fees. Our pricing plans are discussed up-front, so you know what you're paying and can make an informed decision. Superior Support
Think of us as your own personal help desk-always available to provide friendly, thorough service. We have the tools and training to quickly diagnose and resolve any issue. We will Make It Right
Modern technology threats have complicated computer troubleshooting, which is why you need a trusted partner. We'll work around the clock until your system is secure, stable, and running smoothly.
In summary, after our investigation, which included discussions with Advanced Tech Support Founders and many of their past and current associates, Ripoff Report is convinced that Advanced Tech Support is committed to quality delivery of services resulting in total client satisfaction. Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike. Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer. NOW TO THE ORIGINAL REPORT THAT WAS FILED
Advanced Tech Support Avoid At All Costs!- They Almost Killed My Computer. Boca Raton, Florida
I signed up because I had malware that I could not remove. BIG MISTAKE!! First, they wanted $200,
then $100 for Panda protection. Then they would fix my computer. I gave them control at 5:00pm. At 10:00 am the following morning, I was able to access my computer. No change in the problem I presented. Called back.
Another technician did some trouble shooting. While this happened, I could see the malware name in the registry. The technician said it had to be referred to upper level tech. I gave control of my machine.
When I returned 3 hours later, I called. They said the machine was still hooked up and for me not to use it. Another day without a computer. The following afternoon the machine was still busy. I listened to my answering machine.
Their tech had called before I called in the evening before and left a message he did not know what I wanted him to do. Please get in touch with them. That is 24 hours the machine sat unattended and I did not have its use. Third time is a charm? WRONG! This time I waited just a couple of hours and checked. The machine still behaved as it did before ever turning it over to them. I canceled the transaction and asked for a refund.
This was granted without question and they said the money would be returned in 3-5 working days. Now, the
problem. They SCREWED MY COMPUTER ROYALLY. Someone set it up to suit his or her purpose without regard to how I use my computer. Here are some changes made, any one of which causes the machine to not function right. Together, the machine is a basket case.
.pst files had a mis-match so Outlook would not work
Word files did not allow a folder to be created to store new work
They redefined what programs would work in three different places, turning them off here and there so they did not work at all.
Removed one program I use all the time because it said Spam. This is a special spam folder for Outlook.
Turned off the works for Roboform, my password program, so it doesn't work
Almost every program I use has been tweaked so it does not work properly. I have to go through all the controls and find which one they disabled in order to make it work after a restart. They have caused me to lose at least one-week's worth of work trying to repair their procedures. DO NOT TRUST THESE PEOPLE. One of their advertising promos stressed that all technicians are level 1 and above Microsoft certified. They
operate out of Boca Rotan, Fl. If all their help lives in Florida, there are sure a lot of people who do not speak English so that it can be understood. Portraying itself as an American business with American trained workers does not match the experience I have had with the people to whom I spoke.