A new clients had a problem where their Microsoft Office 2010 Starter would not open. They clicked on a link for assistance they thought was from Microsoft and ended up talking to a representative from My Tech Gurus Inc. The company charged them $399 for support and soon after the client felt they’d been scammed. The support person used a program to show the client how many problems the person had on their computer and used that to convince them they needed considerable assistance. The program used highlighted many minor issues which weren’t significant problems.
The new client contacted me via a referral from another client. The problem with Microsoft Office 2010 Starter was quick to fix. The computer was cleaned and reviewed to make sure the remote support company hadn’t left malware on the computer. The client was also led to believe they were purchasing a copy of Microsoft Office 2010 which would subsequently be delivered. There was no such purchase.
Had the company simply fixed the issue the client was having (which could be done in a matter of minutes) a fair charge could have been made. Instead they did a sales job upselling the client and did not fix the problem with Microsoft Office 2010 Starter.
Think seriously about who you use for your support. Using unknown overseas companies (and even many local companies) can lead consumers to pay excessive amounts for basic support. Ask around. Ask your friends. Someone you know will know a good support person.
The new client contacted me via a referral from another client. The problem with Microsoft Office 2010 Starter was quick to fix. The computer was cleaned and reviewed to make sure the remote support company hadn’t left malware on the computer. The client was also led to believe they were purchasing a copy of Microsoft Office 2010 which would subsequently be delivered. There was no such purchase.
Had the company simply fixed the issue the client was having (which could be done in a matter of minutes) a fair charge could have been made. Instead they did a sales job upselling the client and did not fix the problem with Microsoft Office 2010 Starter.
Think seriously about who you use for your support. Using unknown overseas companies (and even many local companies) can lead consumers to pay excessive amounts for basic support. Ask around. Ask your friends. Someone you know will know a good support person.
Kelvin Eldridge
Online Connections
Call 0415 910 703 for computer advice and support.
UPDATE - 3/4/2013
After nudging the client to contact My Tech Gurus to request a refund the client did and received a refund. I felt it was appropriate to give My Tech Gurus credit for standing by their 15 day guarantee.
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