Complaint Review: pcesupport

I'm hoping this ends where I intended, in support of the person who felt like they had been unfairly treated. I won't use the term "defrauded" as that has fairly strict legal meanings but would I ever recommend thois company, absolutely not.

I had all of my computers under a service contract with this company which offered a 30 money-back guarantee. I should have questioned this at the time. If you have no reason to contact them within the first 1/12 of contract, you lose any recourse as your 30 days has expired. I even had the same contact as he did. This was my experience. I began having malware issues on the 1st of the 3 PCs they had promised to keep functioning securely throughout the year.

I couldn't believe what they offered as service; their elite service included running 2 freeware programs, super anti-spyware, and C-Cleaner. Not the pro versions of either, the free versons. The fact that I had already explained that I had run these two programs, their purchased-more powerful  versions- and was told nothing about this being the the "premium" service the offered.

Despite zero change in the symptoms or functioning of my PC, the tech I spoke with told me he had completed the service promised in the guarantee. Fortunately, at least I initially thought, I was later contacted by the owner (after writing a scathing email) to their customer service. I was a little relieved when a senior tech got on my PC and rest a few things and told me it was completely fixed. It took about 24 hours to see that was not true and in fact had spread from my Windows 7 Samsung to my Windows 8 Samsung. I contacted PCE. again, asked for a senior level tech, had to endure 30 minutes of argument about why I needed a senior level tech. This time I had a senior level tech with better English speaking skills than previous guy. He seemed to give it a good faith effort but admitted he could not repair it and told me he would have the owner, Matt, call me the following day. He did and the owner call that week. At the end of the week, I got a call from Matt but instead of trying to fix it, he lectured me on not adjusting the fixes put in place by his techs. Since this pretty much meant living with 3 (now an HP laptop was also having problems) PCs that would tell me "insufficient permissions" to acess files, I didn't think this was an ideal situation and told him as much. At that point I asked about the home visit PC repair that I was told would be available in the most dire circumstances when I spent over $500 on the annual contract, I was advised, first by a senior tech and a week later by the owner, that no such services existed or had ever existed with a PCeSupport service contract. I was in utter disbelief.

I had just completed a vey satisfactory year with Support.com but they had raised their prices $100 for the following year. The sales representative had promised a far superior service experience with PCesupport for about the same-$500- the previous year. It was the inclusion of home repair service that finally clinched the deal. Now just under 2 months into the contarct and with not a single PC issuee ever having been fixed. I asked for my $500+ back the following week in a phone call to customer service. When they didn't say no, and told me I would need to dicuss that with the owner, it seemed like a formality. Assuming now that I would get the $$ back, I purchased a new PC since I had 3 useless PCs thanks to the suppport of pcesupport. The owner called back in about a week -now into the 2nd month of deal and I asked to be refunded my $. He refused, we got into it & I decided to wait some time when I wan't so angry. I tried emailing him to no effect 3 weeks after that. I carefully worded my email detailing what I had been promised, what I had received, and why I wanted my $ back. In the meantime, I had taken the 3 PCs and had new hard drives installed. His best offer was to continue the service I had already paid for (which obviosly hand not worked), I refused and again asked for refund at which point I was told, you are over 3 months into the contract, I am not going to refund your $500+ dollars.

At the 6 month point in contract, I wrote him another email asking him to check my account for any service requests beyond those in the 4 week period- 6 weeks after making 1st service call and see if I had ever attampted to use the service. At that point I told him I would settle for 1/2 the $ returned which would stilol give him the $250+ for doing nothing for me.

The laptops had again started exhibiting symptoms and a much more qualified tech a support later discovered to be a version of the Zero Access Trojan named SIREFEF. Professional courtesy kept him from outright ststing this in a quotable enough verion to be used but he hinted quite strongly that pcesupport may have been responsible, aware or not, of the source of the problem. This lines up chronologically.

Do not believe anything this company or any of its representatives tell you.

Bill, San Rafael, California