Jinigram, Jinify Your Digital Home!

Complaint: ***I am rejecting this response because: #1: our name is *** not Row as referenced by JinigramAnd I am not an unrelated 3rd party as *** ***
*** and I are husband and wife for years. #Jinigram made no mention of my complaint that we were hacked again and what they were providing us did not offer the protection needed
To resolve this complaint we would accept a refund in the amount of $( original charges: $- $(technician fee) - $(technical support) = $Sincerely,*** ***

Customer Information: 
[redacted]
E-mail: [redacted]
 
The primary issue reported by the customer was that internet security software was not working and his system was working slow. The...

customer was informed that her system was not serviced for a long time and her printer issue need to be fixed. The customer was informed that there were three ways to fix her issue:
 
·         contact a local technician,
·         contact a local store or
·         fix it online through us.
 
Customer agreed to get her problem fixed through us. A service for cleaning, optimizing, fixation of computer was offered to him with annual support & new security software. The customer agreed to the services. Next, she was informed about the charges which were $440.00 for optimization of his system and security problem fixation. The customer agreed to the total charges of $440.00. The customer was also informed where the issue was not resolved he could claim refund within a period of seven (7) days from the date of raising the issue. Customer was clearly informed about our company name with a disclaimer that we are not associated with any brand. Therefore, an invoice and link were sent to the customer and the customer made the payment of service on her own.
 
After the payment was made the customer was directed to the technician he went ahead and optimized the sysetem and installed the new seurity software   Later customer called us on same day and said he wants to cancel the services and want refund for annual services but he wants to keep the security software for $95 . Since customer was not willing to keep our services we offered customer full refund of $ 345.00 and also sent an email to the customer regarding the same.
 
Later it came as a shock to us when we were informed that he had filed a complaint at Revdex.com against Jinigram. Customer raised concerns that we took over his computer, as a procedure we took authorization from the customer before sharing his screen. We are a very customer centric and transparent organization; all remote sessions and calls are monitored for quality and training purposes.  We tell our customer  at the beginning of the call that we are Jinigram an independent support provider and without customer authorization we never charge our customer. Customer has previously purchased printer from Jinigram on May 4 2016. He is our existing customer.
 
A consumer should be more prudent when dealing with a company that is as customer friendly and consumer centric as we are. He had an issue and we went ahead and tried to help him, and when we got to know he is not happy  we went ahead and refunded the full amount of annual services which he had paid to us. We are a legitimate company and we do take care of our customers It would have been appreciated if he would have shown a little patience to get the refund rather than going ahead and raising an unnecessary complaint with Revdex.com.
 
We pride our reputation in the market and backed with our detailed records can regard this complaint as an unlawful action by [redacted] to defame our brand and an attempt to dissuade future consumers from working with us inspite the fact that we had refunded his money.

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

Initial Business Response /* (1000, 10, 2016/03/08) */
Customer called as she was unable to set up her new HP Office jet pro 6830 which she just purchased 2 days back from the local store. Rep took customer details and offered customer remote assistance to which customer agreed. Customer said she...

is not sure whether she has installed the printer correctly or not. Rep educated the customer about the annual service plans & incident plans from Jinigram. Customer agreed for double incident plan. Customer asked the rep is it HP? Rep replied no we are not HP; we are Jinigram an independent third party technical support company. Rep created customer's account on Jinigram website & asked customer to login to the website. Customer was able to login to website. Rep showed customer the invoice for double incident plan & requested customer to fill in his details on the payment page with Jinigram mentioned on it. Rep took financial verbatim as "Do you authorize Jinigram LLC as an independent technical support to charge your card a onetime fee of $129.99 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 successfully. Rep 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 system. Rep than installed full feature software of HP office jet 6830 all in one printer from HP support website and did the entire setup again. Printer setup done successfully tried scan to email feature it failed again. Rep 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 system. Windows updated successfully. Rep then went ahead and checked the wireless printer, it was working fine.Rep also went ahead and optimized the entire system. Till date customer has never contacted Jinigram LLC stating her concerns or even asking for refund. Customer just straight away went ahead and contacted social media. At Jinigram we never keep customer money if customer is not satisfied with the resolution provided or we are not able to resolve customer issue. Customer was clearly informed that the charge she is paying is to Jinigram for fixing her issues with the computer and new printer setup. As 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 function. We 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 $129.99 to the customer. Businesses 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 $40 and we are providing full refund of $129.99 to the customer. Please 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 8 AM till 6 PM PST
Email Support: [redacted]@jinigram.com

To,
Customer Name: [redacted]
Customer ID: [redacted]
Customer Address: [redacted]
Customer Contact Number: [redacted]
Customer E-mail:  [redacted]
 
This is with regards to the complaint on Better Business...

Bureau dated 07/12/2017 for a transaction dated 07/11/2017.  The primary issue reported by the customer was that she was unable to set up her ** printer. The customer was informed that her system was not serviced for a long time and there is no security installed on her system. The customer was informed that there were three ways to fix her issue: 
 
·         Contact a local technician,
·         Contact a local store or
·         Fix it online through us. 
 
Customer agreed to get her problem fixed through us. A service for cleaning, optimizing, fixation of printer and installation of security was offered to her withthree (3) months of free support. The customer agreed to the services. Next, she was informed about the charges which were $145 for optimization of her system and problem fixation, $149.99 for installation of [redacted] security. The customer agreed to the total charges of $294.99. The customer was also informed where the issue was not resolved she could claim refund within a period of seven (7) days from the date of raising the issue. Customer was clearly informed about our company name with a disclaimer that we are not associated with any brand. Therefore, an invoice and link were sent to the customer and the customer made the payment of service on her own. 
 
After the payment was made the customer was directed to the technician, as soon as technician started working on customer’s computer she started asking who we are though we had already informed her before proceeding with the payment. Technician informed same to the supervisors and they decided to void the payment as customer was assuming us to be ** however we had cleared everything in advance. So, we void the payment and informed the customer that this charge will be back in her account within 24 hours. Customer was okay with it and we reversed the charges.
 
On very next day, i.e. 07/12/2017, it came as a shock to us when we were informed that she had filed a complaint at Revdex.com against Jinigram. Customer raised concerns that we took over her computer, as a procedure we took authorization from the customer before sharing her screen. We are a very customer centric and transparent organization; all remote sessions and calls are monitored for quality and training purposes. It’s not possible for any of our advisor to get rude, use scare tactics or save any of our customer information as it leads to serious actions against him or her.
 
A consumer should be more prudent when dealing with a company that is as customer friendly and consumer centric as we are. She had an issue and we went ahead and tried to help her, and when we got to know she is not happy as we are not ** we went ahead and reversed the full amount on same date on which she had paid to us. It would have been appreciated if she would have shown a little patience to get the refund rather than going ahead and raising an unnecessary complaint with Revdex.com. 
 
We pride our reputation in the market and backed with our detailed records can regard this complaint as an unlawful action by[redacted] to defame our brand and an attempt to dissuade future consumers from working with us inspite the fact that we had refunded her full money on same day as it was charged.

This is in regard to the complaint on Revdex.com dated 03/20/2018 for a transaction dated 03/18/2018.  The customer had an issue with his printer due to which she was unable to print. She was getting an error while printing. Our technician looked into the issue and informed the...

customer about one-time charge for support. Technician also found security concern on her computer, so he suggested Security software as well. Thus, customer took software and support along with the security at a price of $247. 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 computer. Technician updated the firmware of HP Envy 4520, however the problem persists. Customer was using an instant ink cartridge so technician tried to reach the HP Instant Ink support with the customer's consent for further assistance. Since the HP support was closed, the technician arranged a call back for next day which was accepted by the customer. Our customer support and technical team continuously tried to reach the customer for support however customer was did not respond to any query. It was a shock to us when we found that Christy [redacted] had raised a complaint at Revdex.com on 03/20/2018 for a refund of $247 without even considering the fact that our technician is trying his best to resolve the issues. The customer made a false 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 Satisfaction. Technician did callback the customer on 03/20/2018 and 03/22/2018 to get it fixed however he reached voicemail. Technician also sent an email regarding the same however customer denied to take any help for this issue. Customer 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 are. You had an issue and we tried our best to resolve the issue as soon as possible. We believe she would be satisfied with our service and if not, we appreciate if the customer contacts us to resolve the issue.

Very Good Work

Hi Sir,
Please find below Revdex.com response for complaint #[redacted]:
Customer Information:
[redacted]
This is with regards to the complaint on...

Revdex.com dated 08/30/2017 for complaint #[redacted]. The primary issue reported by the customer was blank screen.
The customer was informed that there were three ways to fix her issue:
·         contact a local technician,
·         contact a local store or
·         fix it online through us.
Customer agreed to get her problem fixed through us.Sales agent informed the customer about one time fix charge in order to fix the issue. Customer agreed to pay $200 after fixing the issue. Sale agent assured the customer that we will process the payment after fixing the issue.The customer was also informed where the issue was not resolved she could claim refund within a period of seven (7) days from the date of raising the issue. Customer was clearly informed about our company name with a disclaimer that we are not associated with any brand. Further, sales agent transferred the call to technician.
Technician initiated the restore process however it got failed due to corruption in C drive. Later, technician informed the customer about factory reset and data/software loss. After taking the customer's consent, technician initiated the factory reset process and arranged a callback. Further, we tried a lot to contact the customer however we were unable to speak to her. We were sure that this issue will be fixed after this, so we charged her card in order validate the details provided by the customer. We left voice messages and sent emails for the same however did not get any response from customer's end.
We did not misrepresent ourself as **. Throughout the call we did not say that we are **. Technician cleared her doubt when she was under an impression that we are **. Technician informed the customer that we are Jinigram and we do support all the leading brands including **. He also mentioned that we are an independent IT support company. We tell our customer  at the beginning of the call that we are Jinigram an independent support provider and without customer authorization we never charge our customer.
It came as a shock to us when we were informed that she had filed a complaint at Revdex.com against Jinigram. We are a legitimate company and we do take of our customers. A consumer should be more prudent when dealing with a company that is as customer friendly and consumer centric as we are. We have refund policy in place It would have been appreciated if she would have shown a little patience to get the refund rather than going ahead and raising an unnecessary complaint with Revdex.com.
We pride our reputation in the market and backed with our detailed records can regard this complaint as an unlawful action by Megan M Muthupandiyan to defame our brand and an attempt to dissuade future consumers from working with us.
RESOLUTION: Refund full Amount. Also customer should talk to the company and resolve or ask for refund. We have 100% refund policy in case of issues not resolved. Banks representative should stop making such statement which are not ethical. like asking customer to stop taking with the company or stop any conversation rather then educating the customer to call, email or ask for refund.

Initial Business Response /* (1000, 9, 2015/01/05) */
Customer had an HP officejet 6600 which was purchased a few months ago and it was giving an error that the ADF has a Jam. Customer said that she was sure it did not have any paper stuck. Rep confirmed the details of the customer and then...

transferred the call to the technician. Rep 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.e. on 10th of December 2014. 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 printer. Rep then asked the customer to power flee the printer and then hold the power button for 20 seconds. Customer 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 screen. Customer said that the paper jam error message came up again. Rep 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 ADF. Rep also asked to check if there is any paper residual in the ADF. Rep then asked if the printer is connected to any computer, customer said that it can be connected. Rep said that he would take control of the computer to check the printer and confirmed that the printer is 3 months old. Rep 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 $40 to which the customer agreed. Customer said that the ADF has been closed now. Rep 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 computer. Rep then confirmed if there is any error number flashing with the error on the printer. Rep said that he would share a video and asked the customer to follow the steps on the video. Rep 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 paper. Customer 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 page. Rep 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 her. Rep 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 $40 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 email. Customer 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 support. Rep 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 her. Rep then said that the name of the company the merchant that provided you the diagnosis on the call is Jinigram that's us. Its 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 charge. Rep 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 replaced. Rep then said that the $40 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 problem. Rep then confirmed if the customer has any middle name initial on the card and customer denied. Rep then said that the payment has been processed and gave the HP number again to the customer. Rep 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 today. REFERENCE #XXX XXXXXXX T.
Initial Consumer Rebuttal /* (2000, 11, 2015/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2016/03/08) */
Customer called as she was unable to set up her new HP Office jet pro 6830 which she just purchased 2 days back from the local store. Rep took customer details and offered customer remote assistance to which customer agreed. Customer...

said she is not sure whether she has installed the printer correctly or not. Rep educated the customer about the annual service plans & incident plans from Jinigram. Customer agreed for double incident plan. Customer asked the rep is it HP? Rep replied no we are not HP; we are Jinigram an independent third party technical support company. Rep created customer's account on Jinigram website & asked customer to login to the website. Customer was able to login to website. Rep showed customer the invoice for double incident plan & requested customer to fill in his details on the payment page with Jinigram mentioned on it. Rep took financial verbatim as "Do you authorize Jinigram LLC as an independent technical support to charge your card a onetime fee of $129.99 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 successfully. Rep 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 system. Rep than installed full feature software of HP office jet 6830 all in one printer from HP support website and did the entire setup again. Printer setup done successfully tried scan to email feature it failed again. Rep 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 system. Windows updated successfully. Rep then went ahead and checked the wireless printer, it was working fine.Rep also went ahead and optimized the entire system. Till date customer has never contacted Jinigram LLC stating her concerns or even asking for refund. Customer just straight away went ahead and contacted social media. At Jinigram we never keep customer money if customer is not satisfied with the resolution provided or we are not able to resolve customer issue. Customer was clearly informed that the charge she is paying is to Jinigram for fixing her issues with the computer and new printer setup. As 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 function. We 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 $129.99 to the customer. Businesses 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 $40 and we are providing full refund of $129.99 to the customer. Please 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 8 AM till 6 PM PST
Email Support: [redacted]@jinigram.com

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
[redacted]
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.)

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 print. Rep 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 her. Rep then checked the printer problem and paraphrased the issue. Rep educated her about a onetime diagnostics charge of $40 and if the issue is fixed then the charge would total $99.99 which would be a charge for one time fix. customer agreed and rep took authorization as "Do you authorize Jinigram an independent technical support company to charge your card a onetime fee of $99.99 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 [redacted] 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 well. Rep 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 working. However 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 $99.99 into the same media as it was charged from, the transaction record for the which will be emailed to the customer separately. Also 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 me. This occurred on 5/27/2015. As of right now, 10:53 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 credit. Kindly close this case. Customer is happy.