Complaint Review: Support.com

On May 12, 2013, I contacted Xfinity Signature Support about a computer problem. A lady with a very strong foreign accent told me that she could find a technician to help me fix the computer, but I have to pay a fee of $129.95. After I agreed to pay the fee, I was introduced to a technician “Russ” (sounded like an elderly man) over the phone. “Russ” told me that he would need 30 minutes to work on my computer. 30 minutes later “Russ” called me and asked me to follow his instruction to restart the computer. Unfortunately, the computer was dead and would not start. After trying several times, “Russ” told me that he would not be able to complete the work. I told him that it was unfair for him to charge me a fee and leave me a dead computer. He said I would not be charged since he did not complete the work. When I received my credit card statement, I found that I was charged $129.95. I dispute the charge through my credit card company, which later forwarded me a response and terms and conditions from Support.com. I thought I had used the service provided by Comcast/ Xfinity Signature Support.  It was not until now I realized that “Russ” is with Support.com, not Comcast/ Xfinity Signature Support. Obviously, he did not inform Xfinity Signature Support and Support.com that he did not complete the job/service. Stephanie Fund of Support.com sent several documents to CHASE, saying that I agreed to pay for the service.

Obviously, I was lied to by Xfinity Signature Support because they did not tell me that the service would be provided by a different company. I was ripped off by Support.com because they charged me a fee for an incomplete service. “Russ” may be just a cheap contractor who does not report to anyone. If he is an employee of Xfinity or Support.com, he should have informed those companies that he did not complete the service and therefore I would not be charged.

I have been a valued customer of Comcast for years. I cannot believe that I have been supporting Comcast/ Xfinity, but they quietly sold their customers to other companies without informing the customers.  In my case, Xfinity pushed me to Support.com, which I knew nothing about until my credit card company told me the existence of that company.  How can Support.com charge me a fee without completing the service?

I have been disputing the charge for months. Please DO NOT use Xfinity Signature Support and Support.com. It’s rip-off. Xfinity Signature Support outsourced its service to Support.com; and Support.com hires cheap labors and cannot provide quality services. Worst of all, they charge you a fee first and then refuse to refund the fee when they fail to complete the service.  There is no transparency in the process and service.