Jinigram, Jinify Your Digital Home!

This is in regard to the complaint on Revdex.com dated 03/20/for a transaction dated 03/18/ The customer had an issue with his printer due to which she was unable to printShe was getting an error while printingOur technician looked into the issue and informed the customer about one-time charge for supportTechnician also found security concern on her computer, so he suggested Security software as wellThus, customer took software and support along with the security at a price of $Customer gave the authorization on call and also signed the contract on the name of Jinigram.Later, the case was transferred to the technician who Fixed the printer and installed security software and optimized the complete computerTechnician updated the firmware of HP Envy 4520, however the problem persistsCustomer was using an instant ink cartridge so technician tried to reach the HP Instant Ink support with the customer's consent for further assistanceSince the HP support was closed, the technician arranged a call back for next day which was accepted by the customerOur customer support and technical team continuously tried to reach the customer for support however customer was did not respond to any queryIt was a shock to us when we found that Christy [redacted] had raised a complaint at Revdex.com on 03/20/for a refund of $without even considering the fact that our technician is trying his best to resolve the issuesThe customer made a allegation to affect the good will of the company with an intend to get his refund.As per our complete disclosure rules we informed the customer that we were a third party and informed our company name and the same is clearly mentioned in every email and invoice sent to the customer during the period of transaction Resolution: At Jinigram we believe in transparency in business and give high regard to Customer SatisfactionTechnician did callback the customer on 03/20/and 03/22/to get it fixed however he reached voicemailTechnician also sent an email regarding the same however customer denied to take any help for this issueCustomer did not give us an opportunity to fix the issue.A consumer should be more prudent when dealing with a company that is as customer friendly and consumer centric as we areYou had an issue and we tried our best to resolve the issue as soon as possibleWe believe she would be satisfied with our service and if not, we appreciate if the customer contacts us to resolve the issue

Initial Business Response / [redacted] (1000, 10, 2016/03/08) */ Customer called as she was unable to set up her new HP Office jet pro which she just purchased days back from the local storeRep took customer details and offered customer remote assistance to which customer agreedCustomer said she is not sure whether she has installed the printer correctly or notRep educated the customer about the annual service plans & incident plans from JinigramCustomer agreed for double incident planCustomer asked the rep is it HP? Rep replied no we are not HP; we are Jinigram an independent third party technical support companyRep created customer's account on Jinigram website & asked customer to login to the websiteCustomer was able to login to websiteRep showed customer the invoice for double incident plan & requested customer to fill in his details on the payment page with Jinigram mentioned on itRep took financial verbatim as "Do you authorize Jinigram LLC as an independent technical support to charge your card a onetime fee of $for double incident support for installation & setup of printer on this computer."Customer said "Yes" rep then asked customer to click on the option "pay with credit card" and the order was processed successfullyRep then asked customer to open her email & showed her the contract details regarding the payment which she opted for (double incident plan)Rep educated customer that she needs to uninstall the printer software & then he will reinstall the software again customer agreed, rep removed the printer software completely and restarted the systemRep than installed full feature software of HP office jet all in one printer from HP support website and did the entire setup againPrinter setup done successfully tried scan to email feature it failed againRep went ahead and ran the utility HP print and scan doctor & then went ahead and checked the windows updates as recommended by HP print & scan utility installed all the important windows update and restarted the systemWindows updated successfullyRep then went ahead and checked the wireless printer, it was working fine.Rep also went ahead and optimized the entire systemTill date customer has never contacted Jinigram LLC stating her concerns or even asking for refundCustomer just straight away went ahead and contacted social mediaAt Jinigram we never keep customer money if customer is not satisfied with the resolution provided or we are not able to resolve customer issueCustomer was clearly informed that the charge she is paying is to Jinigram for fixing her issues with the computer and new printer setupAs the customer's primary issue was with the printer the technicians tried to fix the primary issues first so that there is a sense of trust built which is common for any business for its functionWe are not willing to charge any money for services provided to our customers without satisfaction of the customer and thus had already sent the email to the customer stating that we would happily refund full amounts of $to the customerBusinesses are run with keeping customer in top priority and as the customer's issue was fixed but still we did not keep any money from the customer not even the non refundable diagnostic charge of $and we are providing full refund of $to the customerPlease find attached the invoice and refund transaction Jinigram LLC XXXXX, [redacted] XXXXX Contact: X-XXX-XXX-XXXX Support Line: X-XXX-XXX-XXXX Support Time: Monday till Friday AM till PM PST Email Support: [redacted] @jinigram.com

Initial Business Response / [redacted] (1000, 9, 2015/01/05) */ Customer had an HP officejet which was purchased a few months ago and it was giving an error that the ADF has a JamCustomer said that she was sure it did not have any paper stuckRep confirmed the details of the customer and then transferred the call to the technicianRep again collected the name and email address of the customer, rep then asked when was the last time the printer was working fine and customer said it was on Wednesday evening i.eon 10th of December Rep then educated the customer that we are going to reset the printer and educated that she should remove the power cable from the back of the printerRep then asked the customer to power flee the printer and then hold the power button for secondsCustomer did the same and then rep asked the customer to plug only the power cable to the printer and nothing else and then asked if the error message was on the printer screen or the computer screen to which customer said that it was on the printer screenCustomer said that the paper jam error message came up againRep then asked the customer to switch off the printer and asked to press the tabs located on the front edge of the ADF to raise the ADF mechanism and asked to lift the ADFRep also asked to check if there is any paper residual in the ADFRep then asked if the printer is connected to any computer, customer said that it can be connectedRep said that he would take control of the computer to check the printer and confirmed that the printer is months oldRep then tried to take remote using logme-in, rep then educated the customer that she has a hardware warranty with the printer and if something is broken or something needs to be replaced it would be done free of cost for her, however there will one time charge of the technical support and for the diagnosis there will be a charge of $to which the customer agreedCustomer said that the ADF has been closed nowRep then asked that the printer should be connected to the computer and turned on, customer said that its turned on and it was not getting detected on the computerRep then confirmed if there is any error number flashing with the error on the printerRep said that he would share a video and asked the customer to follow the steps on the videoRep then showed the customer how to clean the ADF and asked the customer to follow the steps, rep then asked the customer to move the rollers after taking the ADF off and check if there is any spec of paper inside, customer said she is doing the same and cannot find any paperCustomer said that she had checked the back of the printer and will check again and the rollers are fine then asked the customer to fill in details requested by the agent on the computer Rep then asked the customer to enter the name email address and her home address on the payment pageRep then educated we have performed all the steps possible to fix the printer problem and said that he would be providing the customer service number to HP and they would be able to replace the printer for herRep then checked the warranty of the customer's printer, and said "however since you called us and we did troubleshoot and like I mentioned the $charge it will be there for the diagnosis" Rep then asked which card will she be using to make the payment, customer asked if she would be getting a receipt for this transaction and agent informed that all the information will be sent to her over emailCustomer gave the details of the card and agent informed the customer about the HP toll free number and said she has warranty on the printer and gave the serial number of the printer to the customer, customer asked if she has warranty then why she has to pay for supportRep said that its for the time we spent on the call trying to diagnose the issue and said that if it can be fixed over the call we tried best to do it, but its a hardware problem and as its a hardware problem HP needs to replace it for herRep then said that the name of the company the merchant that provided you the diagnosis on the call is Jinigram that's usIts a company based in California and provides independent technical support for printers and computers and that will come up on the card and that will show up on the chargeRep then gave the financial verbatim as "Do you authorize the one time charge of $40" rep said that you have the number have the information and she has to call the HP to get the hardware replacedRep then said that the $charge is for the diagnosis and is something that is non refundable because the diagnosis is done over the call and we tried to fix it for her but were not able to fix it since its a hardware problemRep then confirmed if the customer has any middle name initial on the card and customer deniedRep then said that the payment has been processed and gave the HP number again to the customerRep then informed that the copy of the invoice of the payment has been sent to her on her email and informed that she can check her email for the invoice and closed the call However still as a goodwill gesture we are refunding the money to the customer effective todayREFERENCE #XXX XXXXXXX T Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

The experience with JINIGRAM Technical support services is very satisfactoryThe issue on computer is fixed

Great fast service, My computer is working like new again

My husband contacted HP today via phone for a problem connecting to his printerHP transferred his call to Jinigram who then proceeded to tell him his computer was corrupted, long story, but convinced him and he was charged $for a contract with them Now he not only can't print, but his computer is not working at allJinigram has not answered or returned calls After reviewing this Revdex.com site, we called our credit card company Don't do business with this group, it is a scam and I don't understand what the connection is with HP But we'll be writing to HP also

My experience with this company has been excellentGopal and Satish were patient and knowledgeable during the whole operation and I can't thank them enoughI won't hesitate to call them again for further assistanceIt's actually been "kind of Fun"!

Initial Business Response /* (1000, 10, 2015/05/28) */
Received response via email:
Customer called in as she was facing issues with the printer and was not able to printRep educated her that if it's a hardware issue then we would not be able to help and she would need to take the
printer to a local store to get it checked, however if it's a software problem then we would provide her a solution and help herRep then checked the printer problem and paraphrased the issueRep educated her about a onetime diagnostics charge of $and if the issue is fixed then the charge would total $which would be a charge for one time fixcustomer agreed and rep took authorization as "Do you authorize Jinigram an independent technical support company to charge your card a onetime fee of $for the fix of your printer and computer today." Customer said "Yes" rep took control of the computer to helped her, rep then checked the printer and asked *** to clean the cartridges and put them back in the printer after which the tool to clean the cartridges was run and aligning of the cartridges was performed as wellRep then checked if the printer was working and the printer printed without any problems, rep also asked the customer to check with the other computers and the printer was workingHowever if the customer feels that the issue was not resolved up to her satisfaction, Jinigram is willing to refund the customer the whole amount of $into the same media as it was charged from, the transaction record for the which will be emailed to the customer separatelyAlso we spoke to the customer and informed about the situation and now she is happy with the refund provided
Initial Consumer Rebuttal /* (3000, 12, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a call and an email stating that they would refund meThis occurred on 5/27/As of right now, 10:am 5/29/2015, my credit card has not been credited
Final Business Response /* (4000, 14, 2015/06/04) */
We got an email from Customer confirming the creditKindly close this caseCustomer is happy

DO NOT FALL FOR THEIR SCARE TACTICS
I had a terrible experienceI mean these guys just target old people, use scare tactics and convince them to payThey trick you into thinking that they are somehow related to Microsoft or AppleI had a problem with my computer for which they charged me a lotI short these guys are not worth itBetter contact a local technician instead of paying these crooks for nothing

Initial Business Response /* (1000, 11, 2015/02/26) */
Customer called as he wanted to get his HP printer installed on the computer in a wireless stateRep educated the customer about the Year software support plan and for which customer agreed and rep charged the customer $Rep
then followed linear and logical steps to fix the issue and informed the customer about the toll free numberCustomer after a fortnight called back to get the wifi working on his iPad which was also resolved by our technical teamCustomer after some days called stating that internet on his computer was not working which was also fixed by the technicians without any problems and upgraded the customer to years support by charging the customer $which customer agreed toLater customer may have forgotten our number or may have called us at the time we are off due to which he was not able to reach usWe called back the customer and informed our working hours and gave the information about our toll free numberCustomer informed that he wanted to cancel the 2nd year from the plan which was agreed to and refund for $has been processed for the same to the customerReceipt for the same has been attachedCustomer agreed over the email that if he gets the refund he would be satisfied and from Jinigram the refund has been processed

Initial Business Response /* (1000, 8, 2014/08/26) */
Customer called for issues with her HP Deskjet 3050A printer, as it was not working and the customer was not able to printTechnician from Jinigram diagnosed the issue and informed the customer that the issue is with the drivers of the
computer which are not properly installedTechnician then pitched for the support of years to the customer so that her computer can be properly optimized on a regular basis and any software issues she faces on the computer will be fixedCustomer understood and agreed to pay for the chargeAgent took proper authorization of the charge and educated the customer "Do you authorize Jinigram to charge $for years of software support and $for the antivirus software on your dell computer and printer" customer said "Yes" Technician then solved the problem of the customer by removing all the virus and malware from the computer using antivirus tools and as the customer had to leave for an appointment the printer was fixed by arranging a call-back to the customer the next dayTech optimized the computer of the customer and installed the antivirus software for better protection of the computerTech gave the toll free number of the company to call back anytime she faces troubles on the computerCustomer called back and asked for refund as she did not want the service and said that Microsoft store employee said that she does not require security software on the computer if she faces problems they would help herAs the customer had got two problems of her computer fixed from us, 1) Printer issue and 2) optimization of the computer we offered her the refund of $after deduction of $for the services and $for the McAfee which was installed using a product key registered to the customerHowever as the customer wanted the whole money back and we would like to help the customer we provided the customer the refund for the amount of $charged for the serviceWe called back and spoke to the customer and explained her how the McAfee product was a license based software and customer agreed to keep the softwareJinigram has issued the credit of $for the customer in the same card it was charged from

When I clicked on HP support on the HP website, I got Jinigram, which is a totally different company I was told that my printer was not working because I have numerous errors on my computer I was also told that I had no protection on my computerThey convinced me to buy Norton product to get protection After about two hours, it became clear that the only problem with my printer was that I was low on inkI was charged $for the Norton product and $for the service call
Please beware about calling the support telephone number on HP website!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company will refund my money and I appreciate thatMy problem with this company is that I called about a problem with my printerI was unaware that I was talking to a 3rd party company, but was under the belief that I was talking with a technician at HP SupportI asked if I had called the HP Support number and the person told me that I hadHe did not say "We offer support for HP products." He indicated yes they are HP supportAfter calling, they told me there was a problem with the drivers on my computer that were connecting to the printer, that I needed to have my computer cleaned and tuned up and than my antivirus software that was supplied by Best Buy was no goodThey told me they found an "infection" on my computer that would allow hackers to access my bank account informationThis scared me, so I agreed to the charge for the $antivirus software, plus the technician feeI should have listened to my instincts that were telling me that this was not rightI have since consulted several people and HP support and have been advised that I should not have been required to pay an exorbitant amountThey were not able to fix the original problem that I called aboutThe printer was still giving me the error code that stated that my ink cartridge needed to be reinstalled and replacedWhen I returned the call after making this complaint, the technician kept repeatedly telling me that the issue was successfully resolvedHe also told me that the antivirus software I told him was installed on my computer was no good because I had a mac computerI told him that was incorrect because my computer is an HP as wellHe then told me that my antivirus software was about to expire and that is why he had sold me the $softwareI told him that was also as I had just renewed my antivirus softwareThen he went back to telling me that the software was not good
I ended up calling the true HP support number and getting my issue resolved without them having to remotely control my computerIt had nothing to do with the drivers or my computer
My problem with this company and the reason I feel I was "duped" out of money is that 1) I believed I was talking with HP support2) I did not have a problem with my computer..yet they "found" issues and charged me a fee, and 3) They keep saying they resolved my issue and they did not, and 4) they are in the business of selling a product that they led me to believe I needed
Hindsight is 50/and I acknowledge that I should have hung up with then once they told me there would be a $chargeThat is about what my computer cost. I hope that other consumers will be more proactive than I was when dealing with this company
Sincerely, Christy Miles

Jinigram is the best Service I have ever used! I am not tech savvy but have a lot of computer workNow anytime I have any issue Jinigram is there for meI have never had an issue that my tech Afroz did not solve for me completely in short orderI feel so secure now using my computer and tabletGet this ServiceIt will change your tech lifeMy tech not only solves issues that come up, but patiently answers any questions I have about anythingI have learned so much since I started this serviceI have used a couple of the "Best In America and they could not come close to the Expert Skill and Timely Service with Jinigram

My husband wanted tech support for printer problems We just bought our computer and were surprised when Jinigram said the problem was our computer and needed to
take over the computer When they did they eventually added Microsoft (which I had already bought and they acknowledged seeing in my email) We got a bill for $which we went to our credit card company to investigate immediately after the phone call We were denied getting our money-- They had called us to lower the amount before the credit card compdenied us, but we didn't think we should have to pay anything A total rip off company

Initial Business Response /* (1000, 11, 2015/02/26) */
Revdex.com Complaint - *** ***
Customer called as as she was facing issues with the C309G printer from HPRep educated the customer about diagnosis charge of $and educated her that if the issue is a hardware issue she
would need to get it fixed herself otherwise if it is a software issue then she can get the issue fixed from usRep took remote control of the printer and tried to check the printer which was able to print using the photo black cartridge however it was not printing from the other cartridgesCustomer informed that she had replaced the printer cartridges and since the change she is not able to printRep tried to power flee the printer however that did not work eitherRep then informed her that the printer cartridge may be dried up due to which the print head got jammed and thus the printer is not printingRep educated the customer the plan of year and year software support plan for her computer and printerCustomer did not agree to the plans and was not interested in taking up a one incident contract eitherRep then educated the customer that there are also some junk files on the computer which may require cleaning up as the computer has not been serviced since purchaseCustomer did not want the support plan so rep educated the customer about the $charge to which customer agreed and paid using her cardThe charge paid by the customer is for the diagnosis of the problem which was done correctly, in a linear / logical manner by our technician and is a non refundable amount however as a goodwill gesture Jinigram has processed the complete refund to *** ***

The case is attached in the pdf.
Kindly reviewwe want to close this case from our end based on service terms

Initial Business Response /* (1000, 8, 2015/02/26) */
Reply for Revdex.com Complaint - Complaint Case #: XXXXXXXX Consumer: *** ***
Customer was called as she had requested clarity about the company Jinigram LLCShe was explained that she has a year contract with Jinigram LLC for software
support on her computer and other peripherals attached with it including her printer iPhone and iPadCustomer was given the contact number to call on as XXXX XXX XXXX and the email address to contact as ***@jinigram.comCustomer was also informed the current working hours of Jinigram LLC as Monday to Friday 8:AM to 5:PM ESTCustomer agreed and accepted the informationShe was also sent an email informing her regarding the same in writingCustomer was requested to call us back within the working hours to get help for the contract period of years starting October 13th till October 12th Customer was also informed that the software installed on her computer is a tool to help take the remote support session and it does not take out any personal information from the computerCustomer agreed and noted the information

Initial Business Response /* (1000, 8, 2015/07/09) */
Based on our conversation, please find attached the response to the customer from Jinigram on 21nd with Refund confirmation
I am attaching the proof of refund and email print in PDF
Customer missed reading our email on 21st and
followed the complaint process on 23rd as per file
Kindly help in removing the complaint from our page after investigation
Waiting for your response
Regards
***
Jinigram LLC Direct: X-XXX-XXX-XXXX Support: X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 10, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for your excellent assistance