Complaint Review: Advanced Tech Support - Internet

Yes, of course, I allowed you to "take over" my computer because you said you had to do that to fix it. When I saw  "do not interfere with progress" or some such language you use while you have custudy of a computer, it means you are in the process of fixing it, right? Well, that language (and you know very well the language I mean) suggests you have control and that control cannot be interferred with or ......what?? In other words you have captured my computer and are holding it hostage from me for 2 days (you told me 4-7 hours max).

When I got the computer back after calling the 2 numbers you have given in your rebuttal (many calls), I got no satisfaction and no reason you held the computer for 2 days. In fact, as I stated before, you didn't even know you were still working on my computer.  Why should I call again? I have sent you an email to tell you I am ready for you to repair my computer and have heard nothing from you. Raphael in customer service knows of your lousy repair effort. Maybe he will file a report to the upper eschelon at your company. You certainly have a number of serious complaints. All consumers will see that you rebut with only a standard format & wording which indicates you don't treat your customer base very seriously.

Products they are pushing: Panda Internet Security 2014 and Safecart's Driver Update

My scanner doesn't work, my Internet Explorer doesn't work, all processes take longer than they did before I had "your help". There are so many more problems which I can't explain in technical words. Such a disaster!

I am unable to upload  an image because my scan doesn't work. Documents comes up but no data on it. And it comes up behind Internet Explorer which I can't use due to excessive problems like crashing!! Also, I explained how you held my computer hostage and it is all true. Check your records. I was going to send you my personal notes of my contact with you which would be apalling however, again, I can't seem to get the scan up on documents. Wonder why? It used to work perfectly. What did you do to make it defective? I need answers!! I HAVE come to you (very recently) with a message to help me. No response.

You just need to check your records to see that I am perfectly correct. You released my computer for a short time and it crashed twice so I called again on your fix it line and you held my computer hostage for the next 2 days. Please check your records. I called again to ask what the heck you were doing and you didn't seem to know you had possession of my computer that says "do not interfere with our repair process" or some such language. Is that not a hostage statement?? If my computer crashes I can't use it, correct? I spoke with the following:Mona, Ross, Raphael, Hein or Hine, Michael, John, Ryan, Ann, Dell, Kevin and last but not least the antagonizing Freddy. Each time I called you put me through the same routine which is very similar to your rebuttal. I have sent you a recent email to tell you I'm ready for you to complete your work to no avail. When do you intend to fix my computer. If you had decent customer service and repair we couldn't be at this place. I see you have many other complaints all similar to mine: computer is now worse than when I first responded to your predatory interference on screen. Also, I, too, am on a fixed income and cannot afford the $$ and almost the same importance is time. I couldn't work while you had my computer hostage. Why didn't you release it? You didn't even know you were still "working on it" when I called back the last time. As I said I will find you significant owners and let them know what I have experienced. Do not rebut unless you read the train of events. Not once in your rebuttal do you account for the terrible inconvenience I suffered or the fact that it is worse than when I responded to your pop-up. I really wish I could put a big "red X" over your pop-up. I see you said the very same thing on your response to other complaints so obviously you don't care what your customers think of you. You will be out of business before you know it. I will contact AT&T to advise.

Hello

I am very sorry to hear of the recent complications that you have experienced.  Advanced Tech Support is dedicated to making our customers happy.  We would like to hear from you directly so we can correct any and all issues you are experiencing. 

A few of these statement are completely false.  We do not keep your computer hostage.  We are working on your computer and we explain this upfront to you and all of our customers.  Sometimes issues are more difficult to correct then others.  At any time you could disconnect the session and we are off of your computer.

Can you please provide the pop-up name that said you desperately needed help?  Were you searching for software to help fix issues you were having?  Again we just don’t take over your computer.  You called us and we explained the entire process to you, you have to give us control of the computer to remote fix it which you did.  There is no other way to connect.

If you’re not happy with the service that is completely expectable.  To say we just got on your computer and held it hostage is completely false.

To contact one of our support agents please visit our contact page here: advancedtechsupport.com/contact-us.aspx

You can chat with a live chat support person from 8am to Midnight EST time 7 days a week.  If you like you can call us directly at 1-800-978-4501 24 x 7

We truly appreciate your business and look forward to hearing back from you.

Warmest regards,

Advanced Tech Support