Complaint Review: Zeroads (zerospyware) - Internet

I purchased software on line, my computer contracted so many viruses I had to completely reboot!!!! lost everything, I was only 3 days into the purchase and since they have a free trial offer I wanted my money back..... needless to say there is no good phone # no address they will not supply you with one online and there is never a manager there I have cut and pasted some of the conversations read for yourself how customer service works therePLEASE WAIT FOR AN OPERATOR TO RESPOND...

YOU ARE NOW CHATTING WITH OPERATOR 'RoN'

RoN: How can I be of service?

YOU: Ron, hi I would like to know the status of my refund

RoN: Please give me a moment to check our records.

YOU: it has been a week in progress and my money is still not in my account

RoN: May I ask if you received an email from us already?

YOU: yes 1 week ago that stated a request has been made, I am aware of a request, what I want to know is has my request been fufilled

YOU: how long is this going to take, I only had the software for 3 days

RoN: Your refund request was already forwarded to our supervisor and we are awaiting feedback.

YOU: what is the expected turn around time on feedback

YOU: why is it taking so long

RoN: I'm sorry I cannot give you an exact time frame as we are not directly involved in the refund process

YOU: I was offered a gaurentee at time of purchase, is that just a hoax

RoN: I assure you that you will receive your refund.

YOU: there should be a manager there know according to early staff, can you find out where is my refund and how much longer can this possible take

RoN: I will follow it up and email you within the day the status of your refund.

YOU: I originally was told within 24 hours

YOU: you Ron have told me that b4

YOU: I no longer buy that story

RoN: I'm sorry but we do not tell that to clients.

YOU: Jason, Kate, Al, Anne, and you have all told me that

RoN: I have reviewed your chat session and found that this was already clarified to you by Kate.

RoN: We also sent you an email stating that refunds may take a few days to process.

YOU: that means nothing to me, Your company has my money and I have no service

YOU: a few days..........means 3........1 week is 7

YOU: your a few days later then a few

RoN: I'm sorry for the delay and I assure you that a follow up will be made.

YOU: what kind of follow up another email that states a request has been made..... come on Ron...... give me a better answer then that

RoN: I will personally follow it up and email you back.

YOU: that is what you said to me 4 days ago, 1 day more then a few...... I never heard back from you personally

YOU: this should be regular business hrs for you now, what will change between now and later that you can not find out now

RoN: I sent you an email last June 15.

YOU: very good today is the 20th

YOU: so 5 days ago

YOU: 2 more then a fe

YOU: w

RoN: I will send you an email within the day to inform you of the status of your refund.

YOU: what will change between now and later that you can not find out now where is my money, I was told there would be mngrs there now so you could ask

YOU: within the day what will change that you can not find out now

RoN: The supervisor is currently unavailable and will have to wait until she returns.

YOU: ok lets wait what do you think 4 hours I have about 6 hours to kill so I will sit here and wait with you on line ok

RoN: I'm sorry but I suggest that you check it through your email.

YOU: let me guess she will be back in (a few hrs) really maybe 6 or 7 or 12

YOU: Check my email for what

YOU: I have read all of my email from you and everybody else that says a request has been made

RoN: I will be sending it to you through email.

YOU: ok great ,,,,,,,,You can tell me right now we have the next 4 hours right so what are you sending to my email or should I check it while speaking w/ you

RoN: I am not certain about the time frame and do not wish to give you some more inconvenience.

YOU: is it yet another email that states my request has been made and somebody will notify me within24 hrs

YOU: I was told that mgnt could help me and they would be there now so how long till mgnt is back

RoN: As I told you I am uncertain.

YOU: do you have a US address

YOU: and do you know how long it generally takes to get refunds back to people

YOU: seems to me there is never mgnt there

YOU: a lot of unkept promises

RoN: I am doing my part in following up your account and do not wish delay but as I have told you we are not directly involved in the process.

YOU: somebody in the company talks with the credit card merchant,,,,, they have to or you wouldnt have a contract..... also if there are problems or anything else....somebody there does communicate with the company, who sends out the batches of refund requests.......well it is very simple go ask that person to contact them to find out the status of my refund

YOU: follow up is taking a bad situation and finding a way to correct it not just, beating around the bush not having any solid answers and being unwilling to find out the answer that I am looking for

RoN: I will have to follow it up with my supervisor and request for an immediate feedback.

YOU: repeating the same things over and over if it was not the answer I was looking for 6 days ago it certainly will not do now

YOU: funny Kate said the same thing to me 14 hours ago and I did not get my email from her

YOU: immediate feedback means very fast feedback

YOU: or is that like a few days and really you guys mean 6 working on 7

YOU: you don't even know when you will have a supervisor there so how can you say immediate feedback

RoN: I will be sending her a follow up through email and state that it is an urgent matter and needs immediate feedback.

YOU: who is her

RoN: As soon as I have feedback from her, I will notify you through your email

YOU: who is her

RoN: Our supervisor

YOU: does she work more then 1 hr a day

RoN: What do you mean?

YOU: how about if you go to her personally to find out. by now I assume she does not check her email

RoN: As I have told you before, she is currently unavailable and I will have to do my follow up through email.

YOU: and seems to me she is never there so if you can give me a time that she will be there that may make things a little bit better for you and everybody else

YOU: currently unavailable yes....... but is she ever there... and if so when

YOU: what is her name or is that a big secret

RoN: Okay, I will be requesting her to email you personally regarding your concern.

YOU: your answers are unclear and provide inadequate information in reference to my questions.... Arent you paid to help me

YOU: do you have a United States address

RoN: I am doing my part in following up your refund.

YOU: what exactly is your part to put in a request and then it is no longer your problem.....If so whos problem is it and how do i contact them

YOU: Is there a US address

RoN: We are based in Nevada.

YOU: do you have a physicall address

YOU: do you have an address

RoN: I'm sorry but we are not allowed to disclose such information.

YOU: a copy of this is being cut and pasted to another file to be sent somewhere else

YOU: so there is no other means of communication with your company then this chat line that nobody can give me any answers

YOU: there is no place for me to send a letter???

RoN: I understand you Carla and I assure you that you will receive feedback from our supervisor.

YOU: If I file a complaint against the company I am to write they provide no address refuse to offer an address or telephone line, and say a few days even though 5 has gone by and there is never a supervisor there

YOU: WOW

YOU: the lady in the back ground could be construed as false advertising. she is on a telephone. and you guys have none......

YOU: must be really strange working in an office with no phones and there is never a supervisor there.

RoN: I'm sorry for all the delay and inconvenience and I will make sure that you get a feedback from our supervisor.

YOU: when in a few days

YOU: hey it has been an hour is she back yet

RoN: She is still unavailable.

YOU: you being sorry does not put the money back in my bank account, and all I want is the refund I was assured would get to me within a few days 6 days ago

RoN: Please give me a chance to relay this to her and let her email you personally.

RoN: I understand you.

YOU: what is she going to email me a letter that states a request has been made and I will be notified ........ 4 people have done that and I still have not recieved my refund

YOU: okay I will get back to you guys with in 9 hours...... maybe by then a manager will have come in .....probably not and I will be told to wait yet another "few days"

kate: How can I be of service?

YOU: hi kate carla here

kate: Carla, hi

kate: are you on your refund again

kate: wait please

YOU: yes i was online for over an hr w/ ron last night who said there were no mngrs there last night and i never recieved my feedback from you as you clearly stated you would get back to me and did not

YOU: it has been 24 hrs

YOU: in that time there has been not one manager there

kate: Carla we have made all necessary reprts for your refund to be processed

YOU: what does that mean to me

kate: kindly you will indeed receive that refund

YOU: when

kate: it means you will receive your refund

YOU: whne

kate: and you have the email confirmation for your documentation

YOU: no i do not

kate: As we have informed you before support has no direct access to refund

kate: we forward them and make necessary follow-ups

YOU: also it has been far more then a few days

YOU: then who do i contact

kate: you mean did not get the email confirmation?

YOU: if your company can not handle the request who can

kate: I have you asked you that before if you have received that?

YOU: who do i contact

YOU: who do i contact

kate: We have already forwarded all necessary info for the processing of your refund

I still have not recieved an email other then within 24 hrs you will be notified of status of your refund and that was 1 week ago

I will keep you posted

Carla

dekalb, Illinois
U.S.A.