Complaint Review: Ask PC Experts - Internet

I, unfortunately, fell for this scam a few years ago when a man with a strong (Asian) Indian accent called me stating he was calling from Windows Technical Support to "help me" with a computer problem.  Long story short, $300, 48 hours, and their remote access to my two computers later, a "virus" was detected and removed by this company identified as Ask PC Experts. BEWARE, DO NOT FALL FOR IT.  The story is much more complex than this paragraph explains, so just do not respond or answer calls from this number. Check out the BBB.  They maintain use of the same phone number, 800-670-0924, and another number they called from was 888-649-8990.  I continue to receive 1-3 calls annually from them-so now, after programming the caller ID to show, “Ask PC Experts Scam,” I merely don’t answer the phone.

Anthony __________, RN

______________________

____________ Maine  _____

USA

Ravish Sharme

Cyber Futuristics (India) Pvt. Ltd.

SDF Block G-13/1,4

Noida Special Economic Zone,

Noida Dadri Road, Noida Phase II, Noida 201 305

[email protected]

Or is it

244 5^th Ave.

New York, New York  10001

Dear Ravish Sharme and whoever else is appropriate,

I am writing you as a customer expressing significant concerns regarding recent events involving conversations with those claiming representation of askpcexperts.

I am Registered Nurse with spiritual and career focus on hospice (end of life) for patients, and I rely heavily on my PCs for many reasons including documentation of patient care, to communicate with physicians, perform research, and by remaining current with patient care by ways of staying up-to-date with medical research.

On 1/17/2012, after weeks of experiencing extreme difficulty with accessing web sites and significantly slow PC performance,  I performed maintenance on my PC using, amongst other software,  “Advanced SystemCare v4,” I purchased 24 Oct, 2011 from  http://www.iobit.com.   On this occasion, after the software finished “scanning,” a link appeared and suggested I contact “askpcexperts.com” for further assistance.  

Prior to following the suggestion, I did some research regarding askpcexperts.com, and discovered, prominently, two separate entities-one based in India and the other based in New York, USA.  I also discovered complaints regarding the New York-based company; however, I found no complaints or reported problems regarding the India-based company.

I phoned (800-491-3022) and spoke with “Frank,” who informed me their company is based in New Delhi, India, and he offered me a computer protection/tech-support plan with an agreement they would “clean-up” my desktop PC, Laptop PC, Seagate external Hard Drive I use to back-up the 2 PCs, and I understood him to ensure proper operation of them and support for three years.  I payed the $299 via credit card, then I was directed, and Frank assisted me, with downloading the following software: “Teamviewer 7,” “RegCleanPro,” SUPERAntiSpyware Free Edition.”  Frank was very helpful and informed me he would disconnect the phone call and call me back after “working” remotely on my computer.  I then received a phone call from another tech, Adarsh Marten, who informed me Frank had to leave the office due to a personal emergency, and that Adarsh would be assisting me.  The “cleaning” process took a great deal of time to perform, and the process was halted until the following day.  I was in contact with Adarsh the following day (18 Jan) to finish the processes.  These actions, corrected the problems relating to accessing the internet, and dramatically sped up the functioning of my PC.  When completed, Adarsh Markan provided me with a phone number, 800-491-3022, for me to call for future support, and also provided me with another phone number, 866-757-6263, and he instructed me to call anytime with any further computer problems.

On 2/16/2012, I was called (caller ID # 661-380-3000) by a man (Alex) who claimed to be a tech support person from "pcexperts, and as a courtesy he called to “follow up” and check my computer.  He claimed to be new there, however, he instructed me to open "teamviewer 7," and commenced to scan my computer to "assure everything was “OK” on my computer.  He stated he would hang up- then call me back after scanning my computer for problems.  After about 40 minutes, "Michael Smith” (claimed to be titled “Accounts Manager") called me and informed me I “have a hacker on my computer”, and showed me "CSRSS.EXE" (in my Windows Task Manager) as proof.  He also informed me I had to remove this “hacker” program “right away-or my personal information will be open to the hackers;” however, he informed me I had to pay $240 to download a software program to remove this “virus” from “Software Solution Services.”  I expressed to him I was very disappointed because I was expected to pay additional money for services I believed to already be in place.  After further discussion, I became increasingly concerned about the true identity of the caller when he offered only excuses and was unable to furnish me with two support ticket reference numbers emailed to me from the initial contact I had with PCExperts one month ago.  He acknowledged I previously paid $300 to be their customer for 1 year, and I disagreed telling him I was informed this was for 3 years.  He told me to wait a moment while he looked further into this.  He then returned to the phone and replied that I do, indeed, have a three year service agreement.  He then informed me he could offer me a discounted price from the $240 for the software to remove the “hacker virus.”   I asked why McAfee didn’t detect this virus, and Michael informed me CSRSS.EXE is a new virus and McAfee isn’t “strong enough” to detect it.  I then began asking other questions and determined these people, and the content of this conversation, was too questionable to continue.  Michael informed me the company has a new toll-free number (800-510-0450) that I am to begin using it as of today and I am to disregard any other phone numbers I have for askpcexperts.  I told Michael that, due to my uncertainty of this call and potential false intent, I would do some research and call him back.

I contacted McAfee and some friends I have who are involved in computer technology.  They all acknowledge the following: “Csrss stands for client/server run-time subsystem and is an essential subsystem that must be running at all times.  Csrss is responsible for console windows, creating and and/or deleting threads, and some parts of the 16-bit virtual MS-DOS environment”- as long as it exists in the WINDOWS\system32 subfolder-which it does; however, it also shows up in the folder WINDOWS\ServicePackFiles\i386.  I understand this is not a concern though. CSRSS.EXE also does not show up in the “Startup” folder; therefore, unless you will enlighten me to something else, I remain skeptical of the advice for me to pay an additional $240 to remove “the hacker.”

After researching this, I called an original phone number I was provided a month ago for “askpsexperts” tech support 800-491-3022 and heard a repeated recorded message stating you are helping other customers and it requested I “stay on line”.  After about 25 minutes, I called the other phone number I was provided, 866-757-6263, spoke with tech, “Tanmay”, and proceded to explain what had just occurred.  He informed me the call was “breaking up” and he would call me back.  He phoned me in less than a minute (my caller ID showed “unknown”), and he informed me the other “new” toll-free number (800-510-0450) provided me is not associated with their company.  He also informed me this situation is very serious, he provided me with the phone number of the “Senior Supervisor @800-491-3022-(the other number I already had), I could expect phone call from a senior supervisor within 20 minutes, and he provided me the phone number 800-491-3022.  After 19 hours, I still did not receive any phone calls.

I am very concerned with the inconsistencies of “stories” and information from various staff from your company, and I am very prepared to make formal complaints to, amongst a few, the Federal Trade Commission, FBI, and Better Business Bureau unless I receive adequate explanations for the inconsistencies.  I am concerned for, and I must protect, the private and personal information of my patients and myself. 

After I paid the $300 for your services, I also present two questions to you; what will you do to assure privacy of my patients and my information, and this how do I assure my personal and professional (and patient) information is at risk considering the accused file, “CSRSS.EXE?  “

Will you please help me?

Thank you,

Anthony ______, RN