Western Archrib

Hi [redacted],I’m responding in regards to your Revdex.com complaint.I’m sorry to hear about your troubles.  I’d like to reassure you that I will be happy to assist in having your purchase refunded, although there are some issues here.1. In order to download or install Reimage, a user must confirm their...

action 6 times.  That includes the initial download, download confirmation, approval, installation, confirmation of   install and finally installation completion.  Only after these steps does the EXE launch and scan a user’s PC.2. Suggesting Reimage is a Virus and somehow corrupted your hardware is baseless and there is no variable where this could possibly happen.  Despite the fact that you believe Reimage somehow found its way onto your PC and intentionally corrupted your PC in order to force you to purchase a repair, I am more than willing to get to the bottom of what actually happened and assist you in retrieving your money back.Can you please:1. Provide me with phone number you called (this will help me determine if you called Reimage customer support)2. Provide any confirmation emails received or receipt of purchase (this will help me understand what you purchased)Your name and email address are not in our system, so it leads me to believe it could be a third party posing as Reimage.  Reimage works with the leading Anti-Viruses on the market and it’s software is tested on a daily basis.  None of what you described could have been carried out by Reimage, it’s technically and physically impossible.Please get me some information and I will begin investigation into your case.Thanks,Steve C[redacted]Customer Support

This customer was already refunded on the [redacted] of June 2017 when he called in asking for such.

Issue was with a 3rd party affiliate namely: Techlive -we have escalated the complaint to them on your behalf. On our end we already refunded your purchase weeks ago.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I received  a E-mail on Dec. ** 2016 form a Mr Steve C[redacted]  a member of management of the Reimage Inc. He stated in e-mail to me that I would be refunded $155.99 . If I'm refunded $155.99 then it is a non issue. I have not received refund to master card pay -pal account in the amount of $155.99. I e-mail Mr C[redacted] the physical address of pay pal master card which seemed strange.                                                                                                                                    
Sincerely,
[redacted]l

Hi [redacted],   I just received your complaint and would like to explain.   Reimage had a test trial with Plimus “Blue Snap” for a one month period with automatic renewals listed at the bottom of the purchase page.  This was quickly stopped last year due to negative feedback, it caused far...

more damage than good.    I apologize for this inconvenience and have already sent this to support requesting an immediate refund.  On top of that I would be happy to offer you 2 years of free support from our Tech Center or simply provide you with a couple annual license keys for your troubles.   If you have any other concerns please let me know,   Best Regards,   [redacted]
[redacted]

Hello [redacted],It seems you have mistaken us for another company. The only transaction we have a record of coming from you is for the Reimage Software that you purchased for US$69.95 on the [redacted] of July 2016.We have no record of a US$30 nor US$179 charge. However I am escalating this case to...

the upper tier support supervisor to assist you if needed to fix your computer at no additional cost.We will also process a refund for the US$69.95 purchase just to show good faith.Customer Service is priority number 1.Kind Regards [redacted]

[redacted] 
[redacted]
[redacted]
[redacted]
[redacted] Hi [redacted],I just received your complaint through the Revdex.com service.Reimage offers a 60...

day money back guarantee and you simply have to request a refund.  Refunds themselves take up to 5 business days to be received.  Considering you only made your purchase on September [redacted], 2016, you have yet to go through the proper process in order to complete your refund.I have passed this onto support to be processed.  Someone will contact you direct with additional details regarding the refund.  I would appreciate it if you could remove your complaint once refund received, as we take these complaints very seriously. Thanks,[redacted] C[redacted]CMO*     **  [redacted]     
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[redacted]

Hello Sir,Apologies for the experience. It is understood from reading the transcripts that your computer was unfortunately infected by a virus that inhibited the running of the Reimage Software. The offer to upgrade your package to one that included 24/7 remote session support was reneged. I...

have instructed our finance department to process an immediate refund of your purchase as per your request.I am hoping that you are able to find a more cost effective solution that meets your budget. Wishing you nothing but the best.Best RegardMarc G[redacted]Business Response Updated:Hi [redacted], I just received your recent Revdex.com complaint and wanted to reach out directly. I apologize for any inconvenience as something like this should never happen, especially the poor customer service on our side.  The activation call is optional, if you look at the confirmation page, there are manual instructions on activating the license key.  That being said the customer service provided should still have been far more courteous. What I would like to do is refund any remaining charges, ideally would be great to reverse the chargeback and allow us to refund you in full.  But that’s up to you.  After that I would like to personally put you in touch with support and offer 1 year of free tech support.  This includes any questions you may have and a full diagnosis of what happened during the repair.  There will be no additional charges whatsoever. Also, it would be very helpful to provide the number you called.  This was I can see who was handling this case and take the necessary steps to ensure this person is not able to do this again. Let me know your thoughts and any feedback you may have.Thanks and sorry for your inconvenience.  Steve CCMO

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
The response from Reimage, "[redacted]...

[redacted]" is satisfactory but what sort of time frame are we looking at?  How long does the business have to refund my money?Thank you Revdex.com for your help with this matter. I appreciate it very much![redacted]

Hello [redacted], We have reached out to you via our internal CRM systems with an offer of assistance. If unhappy we will refund the purchase as requested without hassle.  RegardsMarc G[redacted]

Hello,Please could you reach out to our support team to assist you with removing the adware. Out company works with multiple affiliates that advertise on their own accord. We would very much like to find out who is advertising in this unauthorzed method and will help to remove the ads at the same...

time. Support can be found here: [redacted]Service and reputation is of utmost importance to us so please understand that we take this as serious.

[redacted]
[redacted]   Hi [redacted],   I just read your Revdex.com complaint and I’m sorry to hear about this.  The...

number listed is a third party center as displayed on our website and EULA information.  This is a serious compliant as they are paid to service our customers with Reimage only and not install additional applications, especially without consent.   I will be taking this case to them directly, if you can provide the phone number you called, this would be of great help.   I’ve passed on your request and your Reimage purchase will be refunded immediately.  Please keep in mind it takes up to 5 business days to complete.   Thanks,   Steve C[redacted] CMO   *     **  [redacted]    
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[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Hi [redacted] Thanks for looking into this. I received an email showing my purchase and including the license key needed for installation. The phone number on the email is [redacted].  But when the program stopped and didn't move for 4 hours I called the number that was visible on the face of the Reimage program: ###-###-####. I assumed this was the correct number to call for support. That's when the tech said she needed to access remotely to fix the program. I hope this can be resolved as I am really concerned for my personal information.This needs to be resolved as soon as possible. Thanks, [redacted] 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello [redacted],My sincere apologies. I truly sympathise and can understand the frustration on having to deal with a downed computer.Please understand that there is always a very small risk of issues occurring when attempting to fix the core components of a PC's operating system, thankfully such cases...

are extremely rare - not so fortunate in your case however.We do however have procedures for reversing changes made by resetting your computer to an earlier restore point or running a reversal program we have built into the software. I understand that now this no longer is applicable to you as you decided to take the computer to another vendor to setup from scratch.In respect for your request of a refund on both charges (Reimage Software & Reimage 24/7 Support Program) we attempted to process both for you. THe Software was refunded successfully however PayPal have indicated that you have opened a dispute with them in regards to the payment made for the Reimage 24/7 Support Program. By opening a dispute with them you have disabled our ability to make any changes on this transaction while PayPal investigate the transaction. If you are willing to close this dispute then we can process the refund right away for you otherwise the process can take a few weeks or longer to conclude.Please let us know your decision so we know how to proceed. Once again I am really sorry for your experience but please know this is really the very rare exception to the rule and we pride our selves in top quality software and support. I hope in the future you would consider trying our service again.Kind Regards[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Thank you for looking into this matter for me.I am accepting the business response for Revdex.com.But there is still some concern over this incident.I received a call from a Rohat at Premium Tech Support ###-###-####.Apparently he works for the tech support that I contacted originally.He assures me that my personal information has not been compromised.But he could not explain why the tech had used "Advanced Password Manager" on my computer.The APM produced a list of passwords, credit cards and social security numbers.And that is my concern that this information could have been copied, printed, or downloaded.[redacted] has also contacted me with assurance that my information is safe.About all I can do right now is take their word for it.Reimage sounds like a reputable company but I am not so sure about the 3rd party tech support.I do thank you for looking into this matter and refunding my payment.[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello [redacted],First off let me please put your mind at rest. Our software would not have damaged any of your personal data as the repair process only works with systems related files on your computer. Barring a hardware failure we will be able to assist you to resolve this issue no problem. I...

will ask you to please work with us to get to the bottom of the issue you have experienced to firstly troubleshoot and thereby discovering the root cause and then to problem solve. By doing this we will be able to make sure that if the issue ios related to our software we will be able to fix it and make sure that nobody ever experiences the same.I did search our CRM systems to try and check your correspondences with us for quality purposes but unfortunately did not find any using the email address: [redacted] and the phone number ###-###-#### that you provided. This would only mean that you did not deal with us directly and indicates that you would have dealt with an affiliate or 3rd party company that resells our software.I am including the Customer Service and Technical Support Team in this correspondence with you and will then personally follow it up to make sure that one of our upper tier technical support agents is made available exclusively to take charge and responsibility of your case. I most sincerely apologize for your experience and will endeavour to assist you in making sure we resolve this issue in the quickest time possible.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]
[redacted]   No problem. I sent to support and received confirmation.  But please keep in mind it takes up to 5 business days to be received.  Rest assured you are guaranteed a refund.   Please withdraw complaint once received.   Thanks,   -[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I did work with their company, in fact I have the phone number where I called on my phone, plus the over an hour time it took talking to all that I talked to also. The phone number I called was ###-###-####, Today  I had a tech come out and reloaded windows on my computer again. Yes I have lost pictures, files and more. But at least it works. $35.00 to come out and $60.00 for an hours work.  So now all I want is my money back. ($19.95) I will count  the rest as a costly lesson learned. Thank you Revdex.com for your help[redacted] 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]