Support Nerds

Customer contacted us back in July 2019 with an issue concerning his laptop freezing & slow performance. Customer opted for a single incident plan valid upto 30 days along with a junk cleaner software to be installed on his system. He contacted our Support Helpline on July 18th, July 24th, July 27th for multiple other issues too.

In October he contacted us back again on October 25th and 31st wherein he upgraded the single incident plan to an annual maintenance plan & support. In November, customer contacted again on 15th, 18th, 22nd - he bought a new laptop & required help to transfer the data from the old device to the new one. He also provided a 5 Star Review (attached herein).

He contacted us on November 26th and informed that he received a scam call with someone impersonating Support Nerds and in our understanding which we also tried our best to make him understand that his system would have been hacked and the hackers wold have retrieved the information as we left our contact details & other information on his system desktop to contact us. Hence by using that information, the hackers would have contacted him & would have tried to scam. We also tried to explain him that we will certainly look into this issue and as we have provided all our contact information he should have contacted Support Nerds officially to verify the information if he was feeling fishy he should have certainly not given access to his system voluntarily. On November 29th he contacted us again that he is receiving the scam calls which was already informed to the customer few days ago that he shouldn't entertain such calls however he did so voluntarily.

Now, due to the hacking activity & the hackers obtaining information of Support Nerds servicing customers system customer came into the misconception of Support Nerds data security which we assured is not the case as all our customer's data is secured and we have had no data compromise. However, customer's misunderstanding led him to believe that either we have sold the data or we are working the hackers. But he never realized that we have been providing him services since July 2019 & no such occurrence was ever registered as we always delivered our services on time and right whenever he contacted us. Unfortunately, it was a misfortune & we stood with customer in order to eliminate such scam calls. Even after this conversation on November 26th & 29th about the scam call customer contacted us on November 30th to keep the antivirus services & to install it on his system. Customer contacted us on December 09th, 26th to gather some general information. Customer contacted us again on January 3rd 2020 to install an operating system as he replaced his hard drive and also required help to do the data transfer too. Customer contacted us back on January 6th 2020 as he had access to his computer in order to install the operating system. We tried & were unable to complete due to system USB port issues and even this was informed to the customer that he didn’t offered us a chance to do further troubleshooting steps.

We have honored the service agreement between us & the customer at all times starting from July 2019 till January 2020 and now the customer is looking for a refund due to misunderstanding on his part because of the scam calls he received. His system was hacked & data was accessed by the hackers to misuse and gain advantage. Wherein, he should not have entertained at all after the awareness provided and even during the tenure of service he utilized the *** application installed on his system to connect to our help desk or contacting on our toll free numbers precisely used for help desk & sales.

If required, we can submit all proofs pertaining to services offered since July, applications installed, call recordings & remote session recordings in order to validate our plea.

As customer subscribed to the services in July 2019, 30 Days cancellation policy is null & void. Also, considering the fact that from July 2019 till December 2020, support has been provided and multiple issues have been fixed for the customer, we are still open to work with the customer in order to provide a fair & reasonable resolution which is ending the Support contract & refunding the complete amount. However, certain mislead statements & improper information is being used by the customer wherein he is relying on unreliable sources to spread false information about the organization. He has been displaying false information without any concrete understanding & even after multiple discussions with him to show the clear picture that we are rated one of the best IT Support & Service providers being highly rated on Trustpilot, Google & other media channels he failed to pay heed to it. He himself provided multiple reviews. Please find the link - ***. 1 for Support Nerds & 3 for Nerds Shop since July 2019.

Hence, we see a fair & reasonable resolution is to cancel the support contract altogether by processing a full refund for the services availed till date i.e. $429.97 in a goodwill pertaining customer is not spreading false & defaming information about the organization wherein he has every right to express his concerns about the service which was not delivered recently and we have acknowledged.

We did try to contact the customer in order to understand his grievance as we have been offering Support past 6 months and tried to work directly with the customer for the refund processing. As well as, to understand why such defamation & false information has been provided with a request to edit the complaint in order to display his overall grievance without unreliable resources presence.

Hence, we request you to look into case too & provide a fair & reasonable resolution.

Thanks

Please be advised that the settlement of the complaint was to process a refund of $299.99 as per the customer however after consideration, we have refunded the complete amount. $199.99 was processed to the same *** card used by the customer and for the remaining amount of $219.98, a check as mailed on 01/15/2019 with check # ***.

A refund request has been registered and acknowledged to the customer. A check will be sent in mail and customer will receive the check of $129.99 refund amount within 3-5 business days.

Hi,

Customer contacted us on June 3rd related to a screen flickering issue. We tried to fix however it turned out to be hardware issue. I did requested the auditing team to audit all the calls & in no case we portrayed as ***. The call was opened as Support Nerds & also it was mentioned to the customer during the time of payment charge that the merchant name will be Support Inc.

Our Billing Supervisor - Kevin contacted the customer related to customer's grievance & promised to refund the software amount of $59.98 in total however advised that we will retain the one time technician cost as we tried to work on the system. Customer agreed.

However, now we did received a complaint & then contacted the customer again that we will be refunding the complete amount i.e. $79.99 that was retained earlier. We did process the remaining amount of $79.99 on June 16th.

So as a fair & reasonable solution, we have provided the complete refund to the customer.

Please confirm & update.

Customer contacted us on ‚ with her computer problem. It was rectified & fixed on that particular moment however after some time customer contacted us back again with her computer giving the same problem. It turned out to be hardware problem however customer paid for software issues. She mentioned after 2 days that her husband has taken the computer to the nearest repair store & has repaired it. We advised the customer to keep the software as her computer was repaired but she did not agree & requested for a refund. Our Support team Supervisor spoke to the customer on 03/24 & advised that we will process a partial refund of $60.00 instead of a full refund of $99.99 as the computer was out of warranty & a service fee is applicable as we tried to fix the computer. Customer disconnected the call & hence the case was escalated to the Audit team. Upon auditing, Billing Team Supervisor contacted the customer on 03/30 to discuss about the refund case & it was advised to the customer that a full refund is not possible hence we will do our best to refund $70 instead of $99.99 to which customer agreed & the refund has been processed which she will receive within 2-3 business days. We have tried to access & offer a fair & reasonable solution to the customer.