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eSupport.com, Inc.

Phone: (978) 824-7961 120 Water St Suite 405, North Andover, MA 01845 http://www.esupport.com View Additional Web Addresses

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Description

eSupport.com, Inc. is a computer technology company who specializes in technical support services, hardware and software supplies and services, and computer supplies and parts.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for eSupport.com, Inc. include:

  • 36 complaints filed against business

Factors that raised the rating for eSupport.com, Inc. include:

  • Length of time business has been operating.
  • Response to 36 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

36 complaints closed with BBB in last 3 years | 4 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 20
Billing/Collection Issues 2
Delivery Issues 1
Guarantee/Warranty Issues 1
Problems with Product/Service 12
Total Closed Complaints 36

Customer Reviews Summary Read customer reviews

8 Customer Reviews on eSupport.com, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 7
Total Customer Reviews 8

Additional Information

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BBB file opened: October 25, 2004 Business started: 11/01/1989 in MA
Type of Entity

Sole Proprietorship

Business Management
Mr. William Cushing, Technical Support Manager
Contact Information
Principal: Mr. William Cushing, Technical Support Manager
Number of Employees

11

Business Category

COMPUTERS-SOFTWARE & SERVICES COMPUTERS-TECHNICAL SUPPORT SERVICES COMPUTERS-SUPPLIES & PARTS COMPUTERS-HARDWARE & SUPPLIES SOFTWARE PRODUCTS

Products & Services

eSupport.com, Inc. offers the following product(s): BIOS Agent Plus, Driver Agent, Registry Wizard, Undelete Plus

Method(s) of Payment
Visa
MasterCard
Discover
American Express
PayPal
Refund and Exchange Policy
The business states should eSupport fail to provide the updated device driver or BIOS that are indicated are available upon scanning your hardware,  they will promptly grant a FULL refund of your money. Their goal at eSupport is to be the Internet's most comprehensive device driver update service.

The business states refunds must be requested within 30 days of purchase. Renewal subscriptions are non-refundable as they fall outside of the initial 30-day refund period.
Alternate Business Names
Driver Agent
Industry Tips
Computer Software - 5 Tips - Video Computers - Software and Services

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    120 Water St Suite 405

    North Andover, MA 01845

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Complaint Detail(s)

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My country is Taiwan, Yesterday the purchase of a software on the network, can be used for a year, but after I use found that does not comply with my request, has been trying to contact the customer service staff, but they are deliberately ignored me, I do not speak English, relying on Online translation, I do not know how to do.I hope they can give me a refund.

Desired Settlement: see Attached document

Business Response: The customer opened a support ticket.  We responded by supplying him with a new license key in case he was having trouble with this key.He still refuses to use it and insists on a refund.  Unfortunately, the program is non-refundable. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Unfortunately??This is the reason? Please give me a refund, Please Do not bully me was a Taiwanese, ok?Now is the era of democracy,  Why buy the wrong thing can not be returned?? 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The product is advertise as $39.95. When you pay, they charge you $69.95. Then the product doesn't work. Email to support, they don't respond. Calling in they is no reply. No person I got thru was abusive and told me to go to **** and do whatever I wanted

Desired Settlement: And take the product offline

Business Response: This customer has already been responded to and refunded the desired amount.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am asking for a full refund due to a defect in your software product. The free trial of the data recovery software I eventually purchased indicated that I could recover approximately 5GB of deleted files; and even showed previews of the images to be recovered. However the total size of all recovered items was 0 Bytes. The software did create 2,757 different files in 135 folders, but the files were inaccessible. I find it to be unacceptable (defective) that the free trial would indicate a file size to be recovered, as well as an accurate preview of the item before purchasing the software; then not be able to recover the item data after the purchase. I attempted recovery 3 different times. Also, I should mention that the vast majority of these files were in "excellent" state for recovery. I have contacted the company through their support ticket system requesting a full refund, but they insist they cannot process a refund. They did offer an exchange for another product, but due to my previous experience with a product that didn't work as promised, and a lack of need for their other products, I am not interested in an exchange.

Desired Settlement: I am requesting a full refund of $39.95

Business Response: As per the UndeletePlus refund policy, UndeletePlus is nonrefundable.The UndeletePlus refund policy is:eSupport.com, Inc. offers eSupport UndeletePlus for trial evaluation to allow customers to scan their PC and evaluate the benefits offered by eSupport UndeletePlus prior to purchase. The trial evaluation version of eSupport UndeletePlus can be used to identify deleted files, but the trial version does not perform file recovery. A purchased license to eSupport UndeletePlus is required in order to access the full file recovery functionality of eSupport UndeletePlus. Due to the complex nature of data recovery, it is not always possible to recover certain deleted files because of hardware constraints, overwriting, crosslinking or other technical reasons, and in certain situations a deleted file found and recovered by eSupport UndeletePlus may not be a usable file. This is not considered a product defect. We recommend that you download and try the evaluation version before purchase. By purchasing a license, you acknowledge that you are aware of this opportunity to “try before you buy” and have either taken advantage of the opportunity to evaluate eSupport UndeletePlus for free or decided not to do so. In light of this, eSupport.com, Inc. will not be able to offer any refunds for purchases of eSupport UndeletePlus licenses except in cases of product defects.and can be found here:http://undeleteplus.com/help.php#refund

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Online Program, undelete plus not as advertized or will not work on computers, Purchased this program02-19-2013 online. Program stated it could recover deleted files. I had personal files that were deleted by mistake. Program would not work to their advertizement, had program on Smart Scan ( No results ), had program om (Deep computer scan ) NO RESULTS. Bought this program for THREE computers, first download program went in fine. Second computer download the program went in except the SETTINGS area where you could choose the smart scan or Deep scan. Contacted Undelete plus by contact form on their web site. Told them the program was not as advertised, I informed them I wanted a full refund $79.85. Their responce was they did not give refunds, their web site said they would everything possible to satisfy a customer. Their program was not as advertized, failed to locate normal files,failed to download program in entirely into two computers, this is FRAUD. Invoice # ********, Invoice Date 02-19-2013, Thank You ****** ****

Desired Settlement: Complete refund of $ 79.85

Business Response: Mr. **** opened a support ticket on our site that stated:
"This program is only picking up system deleted files, program files ets. I t has not picked up a single personal file that was lost. I am very disappointed in the program." Much different than what he says in his complaint that NO FILES were listed.   Our program lists files that are recoverable.  We urge customers to use the program BEFORE buying to see what files are listed as recoverable.  Then if the files they are seeking are there, they can purchase a license.  Mr. **** failed to do that.   Because of the nature of data recovery program and procedures, we do not refund for this product, which is why we urge customers to try it first.  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response:

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: the website said their product would undelete a file from my computer which was accidently deleted. no where on the main site did it say our product may not work. all the site talks about is how great their product is. then when it didn't work, they now claim I should have known it might not work. also, the customer service attitude is arrogant, and they provoke, bait, agitated demean anyone who complains about the crappy product. I have since deleted the product, because it never worked. they can also deactivate my product code so I can't use it. at this point and time, they mislead and have stolen my money.

Desired Settlement: all I want is my money back for a product that didn't do as advertised. I also want an apology from the company for their horrible arrogant attitude. i'll also want them to change their website and make it very clear on the front page, their product may not work so they won't steal from other customers.

Business Response: Undelete Plus recovered Mr. ***** file, however the file was not a usable file.  That is something that is beyond the control of the software.  The software RECOVERS the files, but we have no control over the condition of that file once it is recovered. 

When informed of this, Mr. ***** used vulgar language, and the communication with Mr. ***** was terminated at that point.  That type of behavior will not be tolerated.  That may be the way Mr. ***** conducts himself in his every day life, but we do not have to deal with it.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The business does not say on their main website their product won't work.  No where on the main page does it say, "Warning, our product may not be good enough to work".  My language was not good because of the poor and unprofessional response by they losers that work at the company.  They are amateurs acting like pros.  The program has been deleted from my computer.  I don't want their product that does not work.

I want my money back and an apology for the poor, unprofessional response this company provided.  I also want this company to put on their product main page, "This product may not work.  Be careful, we can't make a product we can stand behind".I don't want any other innocent victims getting their money stolen from this horrible company who can't support or stand behind their products.If I did my job as bad as these clowns, I would be out of a job.They are pathetic.

Business Response: Mr. ***** comments quite clearly show what kind of person we are dealing with here.  We have nothing further to say on the matter.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Clearly, we see the type of business we're dealing with.  Sealing and ripping off customers.The Attorney General is my next stop.This will not end until I get the money that was stolen from me back.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While trying to use the software on long haul recoveries (Multiple GBs) the software crashed. This was not seen in trial mode and thus the reason that this wasn't caught prior to purchase. I contacted them for a refund, which they refused.

Desired Settlement: I'd like a full refund of my purchase price

Business Response: The customer informed us that his files WERE recovered by our software.  However they were unusable files.  We responded to him with:

Due to the complex nature of data recovery, it is not always possible to recover certain deleted files because of hardware constraints, overwriting, crosslinking or other technical reasons, and in certain situations a deleted file found and recovered by eSupport UndeletePlus may not be a usable file. This is not considered a product defect. We recommend that you download and try the evaluation version before purchase. By purchasing a license, you acknowledge that you are aware of this opportunity to “try before you buy” and have either taken advantage of the opportunity to evaluate eSupport UndeletePlus for free or decided not to do so. In light of this, eSupport.com, Inc. will not be able to offer any refunds for purchases of eSupport UndeletePlus licenses except in cases of product defects.

The program did work and recovered his files, but unfortunately, we cannot control the condition of those files once they are recovered.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Yes, but that means that your software DID NOT WORK AS ADVERTISED.  How would you also know if this is a product defect or as advertised?  You didn't ask for logs, diagnostics, etc.  You just sent me away and said that this "happens".   How did you even get to this determination without knowing any of the technical details behind the incident?  The software also crashed (multiple times) prior to even getting the unusable files.  As I stated previously, I didn't see this in the trial or I would have never bought the software.  You need to stand behind your product. 

Business Response: Actually, the file was recovered.  So it means that the program DID WORK as advertised.

Business Response: We have stated our response to this already.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

So it recovered files that are totally unusable and addition didn't cover everything because it crashed?  And that's success? You need to stand behind your product, not give excuses as to why it recovered incorrect data or crashed. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: First, Esupport.com's website for their product "Undelete Plus" (http://undeleteplus.com) FALSELY advertises that they're a "BBB Accredited Business", even though the BBB's website (at http://www.bbb.org/boston/Business-Reviews/computers-hardware-software-and-services/driveragent-in-north-andover-ma-44404) reads: "THIS BUSINESS IS NOT BBB ACCREDITED". I can provide a dated image of their main website page as of 23-Oct-2012 as proof of that. But that alone is just the first clear indication of their deceptive advertising and dishonest customer relations practices; it's not my full complaint. Also, on EVERY page of that same website (http://undeleteplus.com) , they utterly REFUSE to disclose the price of their "Undelete Plus" product, and by deliberate and thorough HIDING of that information, they thereby hope to trick and deceive customers into trying their dubious product FIRST, before they can possibly learn how much it will eventually cost them to actually recover their lost files. But since I am not so easily conned and duped, I sent an email to their company at support@undeleteplus.com and specifically asked them exactly how much their product would cost me BEFORE I downloaded and tried their product. In their initial reply (dated 19-Oct-2012), they wrote: "The price is in the shopping cart. You would see the price when you go to register the product...". However, this reply was utterly unacceptable, since not only did they still REFUSE to actually tell me what the product cost, they tried to pull the exact same con on me, to wit: Try the product and when you go to buy it (i.e., register it), THEN and ONLY THEN will we tell you how much you're going to have to pay to use our product! So I replied via email complaining that they were STILL keeping the price a secret from me and everyone else until they're actually caught in their deceptive con to try to buy the product BEFORE they'll tell you the price. So their next email reply mockingly read: "I just gave you the link that shows the price? Are you for real?" But the truth is, they only gave me a link to try to buy/register the product, and they STILL hadn't told me what it actually cost yet! So I again replied via email complaining that they were STILL deliberately keeping the price a secret unless or until you try to buy it, and also noting that I wasn't so stupid and gullible as to download and try a software product without knowing the what it was going to cost me in advance. NO reputable company does business that way! I also told them that since they kept hiding the price from me and every other customer, I would report them to you (the BBB). So today I received a new mocking email reply from them reading as follows: "This has to be a joke right? I sent you the link to the page with the price on it. As far as downloading it before knowing what it costs, thats called a trial version. Now please just move on. " If you read that again carefully, you'll see that the respondent effectively admits to the very con I'm alleging: Keep the price of the product top secret UNTIL the potential buyer has been sucked in to believe that the product Undelete Plus can actually restore their lost files, even though (as several complaints attest), it often cannot. Finally, I'd like to note that the official complaints and customer reviews here at the BBB already logged for this company and product repeatedly testify to a history of dishonesty and manipulative pricing and practices, which should give added weight to my complaint today.

Desired Settlement: First, the company's owner/operator (Mr. ******* ******* or whomever else) must remove the lie that they're a "BBB Accredited Business" from all their websites, and the BBB should take whatever legal action is required to punish them for falsely making that false claim, including whatever FTC process that entails. Second, the company's owner/operator must change their advertising in print and online in order to prominently display the full price of their products to all readers and web visitors without any precondition or requirements or actions on the potential users' part. Last, a written apology from the owner/operator for deceptively hiding their prices and for repeatedly refusing to provide me with the price information I requested.

Business Response: We were a accredited business up until a month or so ago.  This was simply an oversight on our part that they are still there and the logos are being removed as we speak.  After Mr. **** called this morning, we got right on it.  

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Rejection reason 1: The business responded ONLY to the first part of my full complaint, relating to the fact that the business FALSELY displayed the official logo of the BBB stating that their company was "BBB Accredited Business".  In their response, the business simply LIED yet again by claiming that the logo was an accidental oversight from their alleged "recent" BBB accreditation, which they FALSELY asserted had lapsed approximately one month prior to the date of my complaint (i.e.,  right up until approximately 22-Sep-2012).  Yet the truth -- as provided by the BBB of Boston itself -- is that BBB accreditation actually ended more than FOUR MONTHS PREVIOUSLY, on 4-May-2012!  This business has yet again been demonstrated to be an unprincipled deceiver!

Rejection reason 2: The business has still REFUSED to reply or, far better yet, REFORM its outrageous trade practices concerning the main point of my complaint, which is that the business deliberately and deceptively withholds the price of its "Undelete Plus" software product until AFTER the user has, in a state of urgency and panic, downloaded and run the product in a desperate attempt to salvage deleted files.  Once run, the product will only taunt the user by claiming that the deleted files in question may be recoverable (though often they are NOT), but ONLY IF they BUY the product, even though they are STILL not told what the price will actually be.  They are only THEN sent to the purchase page, and only THEN do they learn that recovery will cost them an unduly large sum.  However, by that point, the panic and urgency of their need to recover the files has induced so much emotional pressure that choosing NOT to purchase the unreasonably expensive product becomes almost impossible!  This constitutes an outrageously deceptive business practice, and given this company's history of deception (such as lying about its BBB accreditation and the date it expired!), they should not be allowed to continue such practices.



 

 

Business Response: This person is speaking nonsense.  The price of our software is displayed in our shopping cart, where it supposed to be.  Which the customer will see if they decide to buy.  If they do not decide to buy, then the price is irrelevant.  let's all please bear in mind that this person is NOT A CUSTOMER of ours.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/14/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Curious if my BIOs is updated or not I look on the manufacture website http://www.phoenix.com/ who redirect me to http://phoenixbios.com/?ref=*** They have a update scanner. I run the scanner and it claimed that 15% of my drivers where out of date and would like to charge me money to update them. Not a big deal, but I check the latest drivers dealing with my motherboard manufacture, chipset manufacture and each device in question. All of them were updated with the latest releases. Every single "out-of-date" driver the program claimed to have found was false. Looking into peer reviews of this company many people have has issues with refunds and even issues with http://esupport.com paid software breaking equipment. Not just a few, but a lot. Anyways this company is selling a bad product and is using fake information to take people's money. Then their customer service seems to have bad business tactics to avoid refunds.

Desired Settlement: I would like this company to ether stop providing driver updating services that must be paid for, or update its products so they give accurate and true results and actually do the job advertised.

Business Response: Since this person is not a customer of ours, we cannot verify what he is claiming.  However, all of our recommended drivers are accurate.  If a RED X appears on the scan, the recommended driver IS OUT OF DATE.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/4/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The program I downloaded was supposed to recover my files and it did not. I contacted them with the issue and they responded with, "Due to the complex nature of data recovery, it is not always possible to recover certain deleted files because of hardware constraints, overwriting, crosslinking or other technical reasons, and in certain situations a deleted file found and recovered by UndeletePlus may not be a usable file. We can only guarantee that if the file has not been overwritten then you will be able to recover it. Unfortunately, we cannot guarantee the condition of the file once it is recovered. That is out of our control." The website clearly says that it can recover the files as the hard drive hasn't been used. This program didn't even detect any of my most important files and when I used a different program I was able to recover the entire partition and not lose a single file. Not only did it detect and recover ALL of my files ALL of them were useable too. UnDelete plus didn't even detect most of my files in order to recover it. I think that is false advertising.

Desired Settlement: I would like a refund to my paypal account because I feel they are taking advantage of people who accidentally delete their files and are looking for a quick way to recover their files. They misrepresented their product and I deserve a refund because their product did not do what they described.

Business Response: We have refunded Ms ******** order.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/27/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: yes this company is advertising thir "so called" software to help computer users to update their bios an when people buy's their sofware an they run another scan it says to update now they send you an automated email saying their tech support will contact you in 24 hours ..when the do,tech support will say i'm sorry there is no update ..but there software says otherwise so either their online software is in error or they are scaming alot of people .i have proof of the emails this this is true i have a bank statement where i have purchase the software they have offered me a refund but i am wanting to help the rest of the people out there that has gotten scammed by this company

Desired Settlement: i just dont want nobody else getting the same thing that has happened to me

Business Response: The customer submitted 2 BIOS request.  One for a ****** ******** and one for a **** ********.  The BIOS for the **** system was emailed to the customer.  It was determined by our technicians that the BIOS the customer already had installed on the ****** system was the best BIOS for them and they were informed of this.

On occasion our scan can detect that a BIOS is available for a system due to similarities in ID strings and model numbers.  That is why we go the extra step and have our technicians verify that a BIOS is available.  If it is not, the customer is entitled to a refund.  In this case, the customer submitted 2 requests and one of the BIOS was emailed to him and he updated it.  That is why the refund does not apply here.

Consumer Response: P.s  in the followin is a picture showing there software for my computer the compaq computer  showing that their software is showing a update but when they respond there is no update but yet there sofware say otherwise  an so consumers buys
the software an yet they get fooled by the support team saying Thank you for using BIOSAgentPlus. The BIOS update experts since 1990.

BIOSAgentPlus located a BIOS update for a similar model of your computer. However, upon further review, our BIOS update team has determined that the BIOS version currently installed on your PC is the most up to date BIOS available.

 

 

Business Response: The customer is correct, there was no BIOS for one of his systems.  But he was sent a BIOS for another of his system.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

ps . yes i have uased the software for anther system but this is regarding the compaq computer is your software saying the there is an update which your tech support says otherwise but yet the software say another so i have provided a picture showing that the software of the company

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/15/2012 Problems with Product/Service | Complaint Details Unavailable
6/13/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company acts FREE and states nothing about a charge UNTIL you do the free scan, find your missing file, and then it states that you pay $39.95 to get it. It NEVER states that there is a chance their program may not work until you realize their program does not work, go to their refund policy and there is reads that their program may not work for you. TOTALLY MISLEADING and TOTALLY A SCAM.

Desired Settlement: Refund the $39.95 I was scammed out of

Business Response: Because of the non-refundable nature of this software, the customer was offered an exchange for another product.  The customer refused.  We have tried to accommodate the customer bu offering an exchange.  The software worked as it should and recovered files for the customer.  The files were unreadable.  That is beyond the control of our software.  Our program promises to recover the files that have been deleted.  However the condition of the files is something the program has no control over.  

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I do not want another product from this company. And in regards to their response above this is CLEARLY not stated until you go to the refund policy. When buying a product it should state to the customer how their system works. But it does not speak of any of this until you buy it, realize it doesn't work, and look up their refund policy. Please refund my money for your mis-leading information. Although, you have it set up like that for a reason... to scan people. If you wanted to make sure people understood the odds were against them in retrieving their information you would state that so buyers would know. Like I said, this is a scam company and I want my money back.

 

 

Business Response: Our refund policy is there for everyone to read at all times.  Not just after you buy it.  

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

As you know, I never said it was not available to read but you need to state your product facts when describing your product and how it works. You NEVER state that it may not work and the FREE scan showed my item was in GOOD condition to recover. I am not sure why you will not refund my money as you have for others. I see where you offered a refund to others on the BBB for the same issue. Please offer me a refund for the problems your product has caused me.

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/13/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered this product to help me recover some files and photos that were deleted. I specifically went through each area of the agreement while ordering to only order a ONE YEAR license. I was charged for two. The program
also indicates by my computer security that this program contains a malware or virus.I have written to the company and got one response about the two year versus one year license. They asked me if I only wanted one year. I responded yes and when could I expect a refund on that portion. They never responded.I also asked them why my computer was indicating that their program contained a virus. They never responded.I sent a final e-mail today indicating that I have not heard from them and there is no telephone number to call them. I told them if I did not hear from them in 24 hours I would begin proceedings with my credit card company to investigate them putting fraudulent charges on my credit card.

Desired Settlement: I would like my money for that second year back as well as half of the cost of the program since I cannot run it as it is indicating it has a virus on it.

Business Response: The customer needs to be  pay better attention to their bank account.  They were refunded the extra charge of $9.95 on May 9th.  5 days ago.     There is also NO malware in our software.  I hardly think we'd be in business if there was.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I do pay close attention to my bank account and do see the refund for the amount that I REQUESTED only after issuing a strongly worded e-mail that indicates that I would be informing my credit card company of fraud if they did not respond within 24 hours.

I cannot access the program that they supposedly indicate is free of malware. I have tried it on two other computers to make sure that this is the case. I asked for a refund of half of this program because it is not functioning as they stated.
I resent the implications that I am attempting to get from them what I believe is fair.

 

 

Business Response: You sent an email to us on May 5th claiming that we charged you for the Registry program and also for an extra year on the program.  We informed you that the box for the 2nd year was checked and were you sure that you didn't want it.
We didn't process a refund until we heard back from you which wasn't until May 9th.  On May 9th, you came back threatening us to refund within 24 hours.  We would have refunded sooner had you answered our email.

Incidentally, in your first email, you stated that you purchased the undelete program and "I am very pleased with it."  But now it seems like you are saying thats its full of malware.  Is this the same program you were "very pleased" with?

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

It is apparent that you feel threatened by my e-mail and I am sorry for that because truly I am only asking for what I sincerely believe is fair.. I am the one who initiated the e-mail to YOUR company  regarding the fact that I was overcharged. It was only after two attempts to write to your company that I got NO response so I then wrote to the BBB as well as your company and threatened to inform my credit card company of fraud. I ALSO in that SAME e-mail, let you know about the
fact that my computer was indicating that there was malware and it was your program. Yet, THAT PORTION of my e-mail was never addressed only the refund portion of the license. Yes, I was happy with the product for access to it for one time, but the product is SUPPOSED to be available to me for 1 year not just a one time event. It is precisely this reason that I believe that I deserve half of my money back since your product did not do what it stated it would do for an entire year. My computer cannot access it.

You stated that if your program had malware on it that you would not be in business. This is not sound logic as companies can stay in business as long as they get the money from the consumer upfront. I do not want to believe that your company is fraudulent and yet I would like the same opportunity to be extended to me that I am seeking what is justly mine. Your product failed to provide for a one year access. I am not asking for a full refund. I would hope that you
would consider this and evaluate my standpoint rather than just the fact that you feel threatened that I am stating something that could actually be true.

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/11/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This is advertised as a piece of software that can recover files on Compact Flash Cards. The software appears to be well reviewed by high profile sites like PC World and Microsoft.com, which lends credibility to this product. The business practices I have experienced does not leave me with confidence that this business lives up to the reputation it appears to have online. After using the free trial of this product that indicated that my files were indeed recoverable, I bought a license to the software that would enable me to recover the files. I used my Paypal account transaction date: May 29, 2012 13:59:42 PDT (transaction ID provided on the next form) for a total of $39.95 USD. I did NOT receive a copy of the license that I was purchasing either by email or from the website directly. I can not register a copy of the software in order to recover my files unless I have a license. Five subsequent emails
or technical support help tickets to the company trying to obtain a license, or customer service of any kind have gone completely unanswered. Over one week later and there is no response from the company at all.

Desired Settlement: I would like a full refund of $39.95 and I'd like them to stop such poor business practices.

Business Response: When a customer orders our software they are presented with the license key immediately on the screen when completing the order.  This is done in case the customer never receives the email, if it is blocked or ends up in spam.  This customer was emailed their license information on 05/29/12 at approximately 5:00 pm.  Here is a copy of the email they were sent:

http://newsletter.esupport.com/********************************/read 

you can clearly see the state and time the email was delivered at the bottom of the page.

The email was delivered to the address the customer provided:  ********************@gmail.com.  The support tickets the customer opened have also been answered.  it is quite clear that the customer is not receiving our email, or more likely they are ending up in their spam folder.



Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I have not received the emails they claim to have sent, but I have followed the
link to the license information they provided.  It's a shame that it took a complaint here to receive action.


BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

5/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a product that was downloaded to my computer. The program did not work and caused harm to my PC that resulted in having to rebuild my computer. This resulted in significant time and effort on my part. I immediately contacted the company via helpdesk support and asked for a full refund. I also complained that I was charged for an add-on product that did i did not request. They refused to refund for the software saying there was a no refund policy. I explained that I it was never displayed during the checkout process, that I never agreed to an add-on product and that the program cause harm to my computer. They blatantly refused to refund the amount even when informed of the action I would take (including this complaint).

Desired Settlement: refund of the entire purchase amount and written apology for the worst customer care I have ever received.

Business Response: What the customer is describing isn't possible for our product to do to his system.  We even offered to connect to the customer's system remotely so we can see what he was describing.  He refused to allow us to do that.  That further led us to believe that his assertions were were not only incorrect, but made up.  

The customer was refunded for the extra product, that was not a problem.  But we informed the customer that in order for us to refund him for the rest of the amount, that we needed to verify the problems he was having.  He refused to cooperate.  We were left with no choice but to deny the refund.

Consumer Response:

The companines software did cause my computer to crash and required rebuilding.  They did commit false advertising by bundling products and not telling consumers of them during the process of checking out and paying for something.  And I could not let them connect to my machine because their software broke my computer and required hours to reformat the harddrive so it would work properly after downloading their software.  Do not use this company.  Do not for any reason buy any free agent softwate because if its not compatable with your machine our causes problems and you want to return it they are not reasonble.  And god forbid you just ask for a refund and say i have removed the software from my machine they will aquise you of making things up along the way if they can't remote connect to your machine.  Nevermind the fact that you may not want someone to connect to your computer from a company that sold you software that causes you so much trouble.  I would be very concerned about my NPPI data on my personal computer and would never give a company like theirs the option to connect to my computer even after I rebuilt it because of the problems their software caused.  I am still requesting a full refund and an apology.

Regards,

******** *****

 

 

Business Response: We offered to remotely connect to *** ****** computer.  We offered this for 2 reasons.  The first is to naturally fix the problems he was having.  The 2nd was to VERIFY the problems he was reporting.  Quite frankly his assertions are impossible.  For the software to do what he claims it did is theoretically impossible.  We wanted to verify it, and not surprisingly he refused.  That led us to believe the whole story was a fabrication.

Consumer Response:

As all that read this can see from the latest response by
DriverAgent this is not a reasonable business. 
This is just as they were during the process of attempting to obtain a
refund for a product that caused harm to my computer.  The facts in this
issue remain the same.  When you read this and consider doing
business with this company in any fashion ask yourself the following
questions. 


1. Do I want to do business with company that will
misleading bundle products together and overcharge you for what you originally
bought?  If you do then DriverAgent is the company for  you.

2. Do you want to download software, have it cause problems,
seek a refund and then be told that what you are describing is “Theoretically”
not possible? If you do then DriverAgent is the company for you.

3. Do you want to then be told that in order receive a
refund they need to remotely connect to your computer.  The same computer that crashed when you
attempted to download their software? 
Then Driver Agent is for you?

4.  Do you want to be
called a liar or that you fabricated a story to get your money back instead of
having a valid concern about an organization remotely connecting to your computer
after their product cause harm to your machine. 
Then DriverAgent is for you?

 

Before you purchase
any product from this company ask yourself these questions.  Ask yourself, if I have a problem with what I
purchase do I really want to do business with an organization that is so Anti
Customer focused.

 

In
summary, if you like difficult customer service, poor products, being sold
items you did not order and being called a liar then the software company for
you is DriverAgent.

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/25/2012 Advertising/Sales Issues | Complaint Details Unavailable
4/13/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company acts FREE and states nothing about a charge UNTIL you do the free scan, find your missing file, and then it states that you pay $39.95 to get it. It NEVER states that there is a chance their program may not work until you realize their program does not work, go to their refund policy and there is reads that their program may not work for you. TOTALLY MISLEADING and TOTALLY A SCAM.

Desired Settlement: $39.95 refunded back to me.

Business Response: This is clearly posted on our site as part of our refund policy:
Due to the complex nature of data recovery, it is not always possible to recover certain deleted files because of hardware constraints, overwriting, crosslinking or other technical reasons, and in certain situations a deleted file found and recovered by UndeletePlus may not be a usable file.  We can only guarantee that if the file has not been overwritten then you will be able to recover it.  Unfortunately, we cannot guarantee the condition of the file once it is recovered.  That is out of our control.

We have offered an exchange for another of our products to the customer, but the customer refused.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  As stated, the policy is ONLY stated in the refund policy. Of course, one does not go to the refund policy until after the buyer realizes that the product does not work. Misleading and sneaky for the business to place this ONLY there. It should be stated clearly as one is purchasing the product. I do not want another product from you. I want a refund due to mis-advertising and mis-leading your buyers. Obviously, this is a common complaint. Read your complaints on BBB. And you, obviously, do not change your set up on the website to help from misleading buyers. You have it set up this way for a reason. If you cared about your service and making buyers happy you would state that your product is not guaranteed up front. Please issue me a refund for my clearly stated case.

 

 

Business Response: You will see the same type of complaints for any data recovery software.  This isn't unique to our program.  It is the nature of data recovery.  The program is going to recover thousands of files.  Not all of them will be usable.  It is very easy for a customer to say that the program recovered all of these files, but the ONE file I needed was unusable.  So even though your program worked and recovered all of these thousand of other files, I still want my money back.  Unfortunately, that is just not realistic.  The program works as advertised.  

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaintWhat is realistic for you to to present this information to the buyer BEFORE one purchases. Obviously, your site is not set up that way. I would like a refund and will continue with the BBB reports until I get one. 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/27/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I accidentally deleted a file on my jump drive. I searched the internet for an option to retrieve it. I found this site. If you go to www.undeleteplus.com you will clearly see what I am about to explain. 1.) The site portrays that it is free. It states you can download the program FREE right from their home page. 2.) I reviewed "How it works" - it states, Download program, scan your computer, and then recover your file. Wow- this sounds easy right? Still no mention of a cost yet! Sneaky. 3.) I downloaded the site and scanned my computer. My files then popped up and it stated that it found the file I was looking for. It tells you to click on the item to recover it. THEN, you get a screen that states you need to pay $39.95 to get it. Again.... sneaky and very misleading. This charge was not stated on the home page and "how it works" page. 4.) Well, the file was there (yes) and it states that it was in "good" shape. I really needed it so I paid the money. As soon as I paid and tried to open my file it stated that it would not open. It was a simple word document without any graphics or fancy graphs, etc. This should be the easiest file to open, right? 5.) I quickly went to the refund policy and that is where it states that they do not guarantee that all of their files will open. How clever of them to NOT state that as you are paying them $39.95. It also states that you should try the "Free evaluation" first before you download. I DID and it clearly showed it was present and in "good" recovering standing. I quickly contacted the company and explained my situation. They stated that it clearly states they do not due refunds (in the refund policy) on this product of the comlex nature of the program and that their are no guarantees it will work. Again, I had the most simple document and it was not able to retrieve it. They told me I can use another one of their services but they will not refund me. I do not want another service. I paid to get my file recovered, not to clean up my computer, etc. I stated that i was upset that they were not willing to refund my money as their product is false adveristment and they are "tricking" people into buying their program. Again, they continued with the argument that I should have read their refund policy before buying the product. I just now read the reviews on this BBB page and it appears that I am far from the only one who has had this issue. I also saw that people who bought undeleteplus.com were refunded.

Desired Settlement: I would like my $39.95 refunded. I do not want another service from you. I paid for a program that does not work as stated. It, obviously, states in the refund policy that you cannot guarantee the product will recover your file but your free scan certainly showed that it was there and in "Good" standing condition to be recovered. In addition, they sent me info on ways to open my file in different manners and these all failed as well. I would like my money back $39.95

Business Response: Ms. ******* is correct in that our product is FREE to DOWNLOAD.  Downloading the program doesn't cost anything.

You are able to use the program for FREE to see which files can be recovered.  Then if the files you are seeking are among the list of recoverable files, then you decide if you want to purchase a license for the program or not.  Since Ms. ******* appears to have read our website, she apparently missed the section of our website that describes data recovery and the nature of this process.   Specifically the part that states: 

"A purchased license to eSupport UndeletePlus is required in order to access the full file recovery functionality of eSupport UndeletePlus. Due to the complex nature of data recovery, it is not always possible to recover certain deleted files because of hardware constraints, overwriting, crosslinking or other technical reasons, and in certain situations a deleted file found and recovered by eSupport UndeletePlus may not be a usable file. This is not considered a product defect."

Consumer Response:


This statement has been the company's reply to me from day one of me contacting me. I did read that in their refund policy. However, as I stated this was nowhere to be seen or stated until one sees that their product does not work (why else would one go to the refund policy?)! Of course, when their product fails one would go to the refund policy and read that long sentence stating that they have a complex system and it does not work all of the time. Why is that not clearly stated as one is paying money to get the file that your site shows they have??? This site is misleading and false and, in my eyes, a scam. I would like my refund for the misleading advertisement. I read past complaints on BBB, just like this one, and the company did refund the money. I would like a refund. As stated in the 1st email. This company is loves to copy and paste that statement and not answer further questions. Please refund my money. Thank you.
Regards,

******* *******

 

 

Business Response: The statements in question are not hidden, they are visible to ANYONE, not just people who have purchased. 

Her document was recovered.  It was unreadable.  That is out of our control.    Our software recovers the files which it did.

Consumer Response: I never said it was not viewable by other people. But your complany misleads people into thinking their files can be easily retrieved. Please refund my money as you have for others.

Regards,

******* *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/14/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently lost a file and attempted to use ******** ******** Plus to recover the file. I downloaded the free version, and then went online to purchase the full product. The screen said that the product was ******* I entered my credit card information and received a receipt for ******* The items on the receipt were not the items that I purchased. I purchased ******** **** for ******* but the receipt showed ******** Plus ( 2 - year) as well as some additional bundled software which I did not purchase. I attempted to call the company but the phone number on their website didn't work. I e-mailed the company, but didn't not hear back immediately (it was urgent to resolve the undeleted file issue quickly) I them looked up the company phone number on google and spoke with a sales support representative. He informed me that he couldn't help me, and then engaged in accusatory and abusive conversation. Because I did not have a registration code for the product I had purchased, and because the project was time critical, I chose to recover the work by recreating it. I updated my help ticket do demand a refund. The company has refused to provide a full refund. The company has not provided registration codes to the product that I purchased. I never activated the demo by entering the registration code for a version of the software I didn't purchase (the 2 year version). I have removed the free demo from my system. I continue to demand a full refund for return of product. The company refuses to issue the full refund.

Desired Settlement: Full refund.

Business Response: *** ***** needs to follow the proper procedure.  First, he is correct that there is no phone number on our site, that is because we do not offer telephone support.  There are notices on the site that indicate that support is handled through our ticket system.  *** ***** apparently has trouble reading simple instructions.

Secondly, he was not overcharged.  He was charged for exactly the items he chose.  He purchased ******** **** and checked off the box marked 2 years, which charged him an extra $9.95.  Then he elected to add on Registry Wizard for $9.95 as well.  That is where the extra cost comes into play.
******** ** *** ***** support ticket he makes no mention of never receiving the registration codes.  That is because HE DID RECEIVE THEM.  Here is a copy of the email he was sent:

http://newsletter.esupport.com/8e2d714a1dad8fbc3e6ef4ef83e604ed/read

You can clearly see at the bottom of this page the date and time the email was delivered and that it was delivered successfully.

This is clearly a case of *** ***** being upset that he was "overcharged" and was told to follow the proper procedure to contact support.  We can certainly refund *** ***** the $19.90 additional he was charged.  But the Undelete product is non-refundable (also clearly marked on our website, but of course this is where the reading problems come in).  *** ***** has no grounds for a refund on the product since he admittedly hasn't even tried to use it.

Consumer Response:

As you can see in the receipt that ******** posted online, the registration codes are for products which I didn't purchase.

The only product I purchased was ******** **** for *******
The receipt shows Undelete Plus Two Year for ****** and Registry Wizard for ****** The registration codes correspond to those software packages which I did not purchase and thus, can not accept.

The previous reply indicates that I elected to upgrade my order to a two year version and include the registry wizard. No election was made to procure those upgrades.

The response clearly indicates the manipulative and predatory behavior of ********* I have refused delivery of the incorrect unused product, and have returned it. I continue to demand a full refund.

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint * ********

[If you are rejecting the business's response please enter your rejection comments here.]

******** ***** *****

 

 

Business Response: As we indicated the options to include the extra year for Undelete Plus was checked.  The option to include Registry Wizard was also checked, that is why they were included.

If the customer wants a refund for the extra year and the Registry Wizard, that is fine.  We will refund them. 

But we cannot refund Undelete Plus fully, only the extra year.


Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint * ********

I still have not been provided with a 1 year version registration code of the software I purchased. Due to the time sensitive nature of the issue, the product no longer has any value for me. Due to to companies deceptive tactics, and failure to provide the registration code, to the software I purchased in a reasonable amount of time, I require a full refund, for the unused, unactivated product.

Regards,

***** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/3/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was on the Internet looking for a **** Update for my Computer. I came across the site for Driveragent and followed the instructions for a free scan to determine if they had a **** update for my system. The results seemed to be accurate and they indicated that indeed there was a **** update for my system. I payed the fee of 29.95 for the update service and followed the instructions to open the Driveragent update service. The update was not availible until after I filed an **** update request. The next day I got an anwser back from Driveragent that they had been in error in advising me that an Update was availible, but that I should enjoy their service until an update from the manufacturer of my compurewr became availible. I then opened a complaint and request for refund with thier customer support base on the fact that I had been misslead and that I had not recieved the **** update as promised. The reply came by way of e-mail and was less than clear as to if I would be accomidated on my request. I replied repeating my request and the Support agent was rude and combative. At this point I stopped replying to thhis support agent and opened a new complaint requesting a supervisor contact and review of this situation. It is my belief that this company is engaged in a bait and switch scam to secure monies for promised services. The company stalls for services just long enogh to secure funds and then fails to provide the product that they have promised. On investigation of complaint of services there seems to be no lack of persons have experianced similar results in fourm threads and reviews. I had checked Driveragents rating through Cnet.com from where I had found thier software and it had been listed in the top ten softwares the recommened.

Desired Settlement: Refund of money. Note to potental victims as to downfall of Support and deseptive sales practices

Business Response: Mr. ******* has been refunded already.  Mr. ******* has been EXTREMELY rude and uncooperative and we would like nothing more to do with him.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,
****** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/10/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I just ordered the undelete software at what I thought was $9.95. I was charged $19.90. It took me a while to figure out that you had pre-filled the order form with checkmark next to a two-year subscription. I think this is very deceptive. I would like a full refund.

Business Response: We can certainly refund this customer for the extra $9.95 that he feels he was wrongly charged.  However, he has already activated the product and the product cannot be refunded.  He simply needed to contact our support department and ask for the refund.  Not sure why he chose to come here instead?

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

I will accept the partial refund.  I do not believe that they are acknowledging how predatory it is to have a small prin tmessage with a pre-checked box to double the price that the customer must notice and unselect.  I think it would be better business practice to have an offer of an additional year in a  message in larger font size that the customer can choose to accept.

I was in a bind and I needed a program to undelete a file in a hurry.  I was not in a frame of mind to pay attention to small print.  The company had made this offer to me to obtain the product at $9.95 without mentioning that the permission to use it was limited to one year. 

***** ******

 

 

Business Response: The refund of $9.95 has been processed.  This matter is closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

Why is there no acknowledgement that pre-checking the 2 year purchase is deceptive?  Couldn't the choice be a positive one that the consumer makes?  And why is the Better Business Bureau not pro-active in these kinds of complaints?  It seems the BBB is just acfcting as a post office instead of an organization that stands for BETTER business practices. 
     I do not need to interact with the company any more - just the BBB.

Regards,

***** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/27/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought the UndeletePlus program to see if I could recover some documents that were deleted. The program worked great until it was half way through the recovery proccess. I tried restart the computer and program many times with no luck. I made sure to read the refund policy and it said nothing about defects of the software relating to it not working. I did contact the company asking for a refund which they replied to change a setting options which I did. The change allowed the recovery process to work a little longer but the program still froze towards the end. After telling them this they asked to do a remote connection. I declined since I do not feel that it was worth my time to do this since A) some of the files that were covered were damaged; B) I had about two hours before I needed to turn a final paper in (which one the documents deleted) and my time was better spent trying to rewrite the paper. I feel since the problem with the software is actual the software its self that a refund should be made.

Desired Settlement: REFUND of my $50 ASAP

Business Response: We really tried to work with this customer.  We have a no-refund policy on this software.   So we looked for ways around it.

We offered a remote connection to see if the software was behaving as she said.  If it was, we certainly would have refunded her.

She refused.

We offered her an exchange for another product of ours.  She also refused.

Since we have been unable to reproduce the problem on any systems in our facility and since we have had no other reports of this problem, then we needed to verify that it was actually happening.

We explained this to her and she refused to cooperate and show us what was happening by a remote connection.

We can see through our database that the programs license key was succesfully activated.  So we know the program is working to an extent.  He resistance to cooperate makes us a little suspicious.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/26/2011 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: on 11/29/2011 I purchased the registry Wizard from the company (invoice #********). The product ending up not working. My system was locked up and product would not work after several attempts. I went through their tech support and the problem still persisted. So on Dec 5th, I sent a request for a refund. I heard nothing back. I called the company and was told by someone to send my request online. I have tried a total of five written time and all phone calls are going to a recording and not being returned even though I am calling during normal business hours. Today (12/23/2011) marks the 5th written attempt this month and 3rd phone attempt. The purchase amount was only $39.90. However, the fact that they offer a 30-day money-back guarantee and fail to honor it or even acknowledge the complaints has really upset me more than even the failed product.

Desired Settlement: I would appreciate the refund. Obviously the company does not care about their BBB rating by the number of complaints in the last 30 days...

Business Response: We have no problems refund this customer for his purchase.  There is a 30 day money back guarantee on this product.    However, we never received any support requests from this customer asking for a refund.  He simply needs to contact support@registrywizard.com.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

**** *******

 

 

Business Response: he rejects our response?  We said he could have his refund, but he needs to follow the proper procedure and contact support@registrywizard.com.

Once he does that, then we can process his refund.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

**** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/16/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They advertise it as a recovery product but when I used it is just gave me hundreds of blank folders.My computer got attacked by a virus and hoped this program would help me recover my files but it did the opposite. I used it a long time ago and it ruined my previous computer and was not able to recovery any of my files of the hundreds that I lost. The product is not sucessful at what it advertises and is just using peoples hopes to make money.It is also using the bbb logo for whatever reason. I think this company need to be stop before it creates more problems for other people.

Desired Settlement: Money for a professional recovery of my computer

Business Response: Due to the complex nature of data recovery, it is not always possible to recover certain deleted files because of hardware constraints, overwriting, crosslinking or other technical reasons, and in certain situations a deleted file found and recovered by UndeletePlus may not be a usable file.

We can only guarantee that if the file has not been overwritten then you will be able to recover it.  Unfortunately, we cannot guarantee the condition of the file once it is recovered.  That is out of our control.  Especially on a system that has a virus.    If this customer had bothered to follow the proper procedure and contact our technical support department we would have been able to work something out like offer him an exchange for another product.  However he chose to come here instead of even asking us for help.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

Your program is fraud and I would like compensated for my lost through payment for a professional data recovery. I did follow the instruction the true issue is that money is or more important than your customer satisfaction.

Regards,

***** ********

 

 

Business Response: The program did what it was supposed to do.  The files were recovered.  We cannot be responsible for the condition of those files.  We state quite clearly that some files are not able to be recovered and in some cases, files that are recovered may be unreadable.  This is the nature of data recovery, not a product defect.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

Any person with my issues would be very unsatisfied with your program and I unfortunatley see your company as untrusting as I have had a bad history with the program associated with your company. I really dont agree that the  complication of recovery was due to the virus because that is what the program was intended to achieve, a recovery of my files when they are missing.Your program advertises recovery and that is what any customer would expect. I feel I deserve to have my computer recovered professionally at your expense. I hope we can reach an agreement. Thank you

Regards,

***** ********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/22/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have a computer that the drivers was down level. i join the eSupport.com to be able to get the bios update i needed. i done as there web site ask to download and run a bios agent to get a log of the system. and then requests the update to be email to me i never receive the update ... i reopen tickets for the update four times and was giving a link that i must reopen it at a different web site. so i called the support number and got a voice mail that the system was down for repairs for 60 mins but it was down all day. i have emails phone records and copy of the tickets that show that i tried to contact the company with no reply.but reopen I new ticket. but when i ask for a refund they act like they sent me emails , there system was never down . but when i request a refund for none service ... i get a running around on it. they tried to say the link had the update and it was email to my hotmail account. that it must been block as spam. i am within the thirdly days of a refund.

Desired Settlement: that i get my money back and that no one else have to get the run around on service and support from this company

Business Response: The entire basis of Mr. ******s refund request was that we never sent him his requested BIOS update.







Below is a copy of the email sent to ********************, that was sent on November 2nd, at 9:49 am, Eastern Time.  At the bottom of the page you can see that it was sent successfully at that time.  Meaning that it was not rejected.  It was received by his email without rejection.











********************************************************************











Mr. ***** claimed in a ticket that he opened that he never received it.  We showed him the email and provided him the link as we have here.  From that link he can verify that it was, in fact, sent.  He can also retrieve his BIOS update from that link.   







Once we showed him this, his story changed.    Then he said the BIOS wasn't the correct one.  When we, once again, confirmed that it was the correct one, his response was "No matter you did not email the link until I ask for a refund







You tried fix the issue after I asked for a refund.  In your email 12 to 24 to reply.  If I remember that wrong on your part."















Mr. ***** is once again mistaken.  He submitted his BIOS request on November 2nd at 6:35 am Eastern Time.  It was emailed to him on November 2nd at 9:49 am Eastern Time.  3 Hours later.  Well within our 12-24 guarantee. 







We cannot be responsible for a spam filter on Mr. *****'s email.  That is beyond our control.  We have lived up to our end of the agreement.



Consumer Response:

Better Business Bureau:







I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #********

i looking for the respones from the business on the resolve the issue... my refund request

Regards,

****** ***** 

 

 

 

Business Response: Our position on this matter has already been stated.







We have lived up to our end of the agreement and sent him what he was requested.  The emails containing what Mr. ***** requested were filtered by his spam filter.  This is not our fault and is beyond our control.  Mr. ***** should realize this.











Consumer Response:



Better Business Bureau:







I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #*******.



i don't care for this dance with him saying he done his part. i ask for a update bios for my system. i went though the steps on there web page. the tickest was open and close with a message to reopen it under another page. i requst for it 4 times and then call for support on the matter. i then request for my refund do to i was unhappy with the way it was looking. i was giving the running around



a week pass when he email me on my second request for my refund.







i do not have spam filter setup on my hotmail account i sent you a picture of the it. i have sent copy of the emails and request. now i have show that the link was not received by me. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/12/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company advertised a free download to access the programs ability to recover deleted files. The program was downloaded and indicated 6 files had a good change of recovery. Before the program will recover the files a payment of $39.95 must be made. Payment was made via ****** and I received Invoice No. ******** on 2011.07.08 License Key ***********************. I entered the license key number into the dialogue box along with my name as requested and continued to receive an error message. I tried the license key with caps as indicated in the e-mail and lower case with the same error message. I sent a Support request e-mail which without received a quick reply - other than they received my e-mail and gave it a case number. I read through the web page for more detailed information about the program and it indicated the program may have to be closed and restarted to register the product. I closed and re-opened the program and it immediately accepted the license key information. After the program was registered it could no longer find any files that could be recovered. In my opinion the registration e-mail should have clearly stated the program would need to be closed and restarted, and if the purpose of the free software download is to demonstrate the programs ability to recover files, and a dialogue box is displayed when the recover button is used, the license key should unlock the program for the actual file recovery. I feel the company is preying on people when they are vulnerable and desperate to recover important information

Desired Settlement: I think if the program has a dialogue box linked to the recovery button, the program should accept the license key without having to restart the program. If the program must be restarted to license the product - it should be clearly stated. If the restarted licensed product can not discover deleted files the free download program found this problem should be also be addressed.

Business Response: The need to restart the program in this case had nothing whatsoever to do with the files "disappearing" from this customer's computer.  That only way that would have is if the customer had tried to install a large program or large amounts of data had tried to write to the same location that those files were previously located.  Needing to restart the program is a very rare occurrence and only happens in some systems, however it can happen and that is why it is covered in our support material. 

There are no refund for this product.  However if the customer would like an exchange for another of our services, we will gladly do that for him.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

Everything in my complaint is based on the facts of my situation.  I was a LAN/Network Support person for a major state agency for over 10 years - not a person unfamiliar with how PC's and software work.  I can assure you that after I waited for more than two hours without a response from eSupport - the system was left unattended and no additional data was added to the system.

Attached are the print screen messages I attached in my original support request.  If they are as rare as the company contends they should be quite valuable.  It is unfortunate that the company does not consider its reputation to me worth more than the $39.95 I was suckered into paying for their program.

Regards,

******* *********



 

Business Response: I'm not sure I understand what the 2 hours waiting for a response has to do with things.  We promise a response within 24 hours.

Obviously the key worked since it worked when you restarted the program.  Unfortunately, we cannot be responsible for a key being entered incorrectly.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

The license key was entered correctly - the two print screens attest to the program dialogue box and the license key that was provided by your company.  Where do you get the license key was not entered correctly?  You keep my $39.95 and I will make sure I tell enough people to stay away from your company and your product...

Regards,

******* *********



 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/4/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase software for my computer to recover deleted items. When I opened the program there are no instructions on how to use the product. I contacted the company and they showed me how to open the program but I couldn't recover any deleted items as claimed. I paid $49.90 for software for 2 years and I can't use this product. There is no phone to call for technical help, only email.

Business Response: The instructions to use the product are on the website.  The customer needs to visit the site in order to download the software.  Instructions are there.  Links to instructions are also included when the customer places the order.

Due to the complex nature of data recovery, it is not always possible to recover certain deleted files because of hardware constraints, overwriting, crosslinking or other technical reasons, and in certain situations a deleted file found and recovered by UndeletePlus may not be a usable file.


We can only guarantee that if the file has not been overwritten then you will be able to recover it.  Unfortunately, we cannot guarantee the condition of the file once it is recovered.  That is out of our control.

Our program can only recover the files "as is"  It cannot change the condition they are in.  If the files have been partially overwritten and cannot be opened, that is beyond the control of our software.

We explain this very clearly on our site and in our refund policy.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[If you are rejecting the business's response please enter your rejection comments here.]The instructions that are used for this software are very complex and you have to have to be a computer wiz to use them.  They are not for the normal layman that doesn't know what to do.
Regards,

***** **********

 

 

Business Response: On our site the instructions are as follows:

1.  Download the program

2.  Scan your device (by clicking the START SCAN button)

3.  Select your files and click RECOVER FILE.

Doesn't sound very complicated to me.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[If you are rejecting the business's response please enter your rejection comments here.] I would like a refund for software that I can not use.

Regards,

***** **********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/21/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased ******** ******** Plus, but i am not satisfied with the results. I did a free scan so I would be sure my files could be recovered. And yes the program indicated a status of the files that could be recovered (GOOD). So I registered a payed with my ****** Account. Transactionnumber: *****************. Then I recovered my files to another location, but all the files where damaged. In my case a waste of my money. I would like to have a refund because I was mislead by the program that indicated that the file where good. I have send an email to support but I did not get any answer. Kind regards, ***** ****

Desired Settlement: A full refund.

Business Response: Due to the complex nature of data recovery, it is
not always possible to recover certain deleted files because of hardware
constraints, overwriting, cross linking or other technical reasons, and
in certain situations a deleted file found and recovered by ********
************ may not be a usable file. This is not considered a
product defect.

The files were recovered.  Unfortunately, we do not have any control over the
condition of the files once they have been recovered.  That is not what a our
software does. 

While I can't refund this customer for the product, I can exchange the product for another
of our services.

He can contact us at ******************** if he chooses to exchange the product.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy my issue in reference to complaint #*******.

I have noticed the refund policy of ******** which explains the same (see bottom). Can ******** tell me what is it to try? Only TRY to SCAN if deleted files SOMETIMES can be recovered? There is no TRYING of this product. Only TRYING to get money out of my pocket which was successful! If I could only TRY recover a limit numbers of files then that would be acceptable. I hope you have a better offer. 

Lines from the refund Policy of ********:  
Due to the complex nature of data recovery, it is not always possible to recover certain deleted files because of hardware constraints, overwriting, crosslinking or other technical reasons, and in certain situations a deleted file found and recovered by ******** ************ may not be a usable file. This is not considered a product defect. We recommend that you download and try the evaluation version before purchase. By purchasing a license, you acknowledge that you are aware of this opportunity to “try before you buy” and have either taken advantage of the opportunity to evaluate ******** ************ for free or decided not to do so.

Regards,

 

***** ****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/4/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Wanted to check with the manufacturer of **** hardware (******* ************), whether or not I needed an update. Their website, referred me to to the DriverAgent solution of esupport.com. I had to install a bit of software, which checked my computer and told me that there was a **** update and the only way I could get it was by paying $29.95 (£23.42), which I duly paid, seeing no other options. Then, to my shock and horror, the software, instead of allowing me to download the latest **** drivers, sent an email with my system to esupport and I was told that someone would check to see if there were any **** updates. Today, I received an email, telling me that there are no **** updates after all for my computer. I have, twice, requested refund and have not heard anything back as of yet. Although they say that they offer full refund, their website makes it look like there was actually an update required and all I had to do was to pay to download the software. However, the truth is, that isn't the case.

Desired Settlement: I think you should stop supporting this company as they are showing your seal on their website. The company needs to be investigated for fraudulent activities.

Business Response: This customer telephoned our offices asking for a refund.  He was promptly granted that refund and was informed that it would be processed.  However this customer chose to continually send email after email requesting said refund.  He was repeatedly informed that the refund was being processed.  The refunds do not happen instantly, since we have a 3rd party that process the refunds for us, it can take up to 24 hours.  He was informed that the refund would be complete in 24hours and yet he still felt the need to badger us with email after email. 

Bottom line is that this customer has already been refunded.  He has no grounds for a complaint.  It should be us that is complaining.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[I spoke to a "*** *******" on the telephone and he was one of the rudest persons I have ever spoken to on the telephone. I do have a recording of the whole conversation, however, I am not able to attach it to this form. He was condescending, ignorant and down right rude when talking to me. His comments were "Where does it say on the email that you can call us?" and "I am not your mate". I also believe that he was the "support person" who, miraculously sent me the email with instructions on how to reclaim as I was talking to him on the telephone. He refused to accept that their software 'lied' in order to get me to subscribe to their service. I have also spoken with the **** manufacturers and the person I spoke to on the phone told me that they are aware of the complaints that this company has had and that they are looking to severe all ties with them. I have sent them a full report as well.

Yes, they have confirmed that a full refund has been actioned, which I acknowledge and I further accept the fact that the refund was actioned promptly soon after my conversation. However, this does not excuse the fact that the company lied in order to win my business and "*** *******" (In quote marks as I do not think that is his real name) is rude.]

Regards,

****** ******

 

Business Response: Mr* ******* and the support technician are 2 different people.  Mr. ******* is in our sales department. 

Regardless of that fact, this customer asked for a refund and was promptly granted one. 

Customer was extremely rude, which he conveniently left out.  We also have the recordings of this conversations.

This matter is closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[
This matter is not closed until an apology is received from esupport.com

If you do have the recording, can I suggest that you listen to it and point out at which point I was rude other than me hanging up in the end?

]

Regards,

****** ******

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/21/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The product does not perform to expectation and does not perform as advertised. The support staff are skirting the issue by making recommendations to determine what the problem might be. The product simply does not perform as advertised.

Desired Settlement: I have been asking for a refund for several days and the support staff, for some reason, refuses to refund by offering other possible alternatives for the performance of their product.

Business Response: Here is the customer's email to us:  Actually, was unsuccessfull in downloading 9 of 13 updates on my dell laptop. On the second machine i attemped to download about the same number of updates & none were installed. The install process opened approx 32 internet windows at one time & never installed the updates. If u want to cheat me out of a software that did not work, was not user friendly, & not what you make it out to be, and still feel good about your actions, confirm it with a response. Customer was unaware that the drivers needed to be installed, and were not installed automatically. Our service performed exactly as it was meant to, and it provided updated drivers to this customer.  Customer downloaded drivers for not just one, but 2 systems. Customers needs to install the drivers and was provided detailed step by step instructions on how to do so. We cannot help it if the customer does not follow instructions.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.  

Business Response: It doesn't appear as though the customer has entered any rebuttal complaints.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased esupport : see invoice Thank you for your recent purchase. You have now joined millions of other satisfied eSupport customers – software solutions that make your personal computing faster, easier, and more reliable. Invoice No. *********337 Invoice Date Qty Description Ext 1 UndeletePLUS, 2 Years, 1 PC $49.90 License Name: ****** ******* License Key: Download Link: **************************************************** Total: $49.90 We welcome your feedback. Contact us if you have any comments or concerns. Thank you again for your purchase. Sincerely, The eSupport Team The item was purchased based on their: claims Easily recover documents, photos, video, music and email. Quickly recover files - even those emptied from the Recycle Bin. Recover files after a hard drive partitioning error. File recovery after accidental format - even if you have reinstalled *******. Recover files from Hard Drives, USB Thumb Drives, Camera Media Cards, Floppy Disks and other storage devices. Benefits of eSupport UndeletePlus No More frustrating searches for deleted files. With eSupport UndeletePlus it's easy! Great Support: If you need assistance, our eSupport UndeletePlus support staff is here to help. Trust that the eSupport UndeletePlus engineering staff is constantly working to develop the best file recovery technology. Fast Scan Engine: a typical hard drive can be scanned for recoverable files within minutes. Support for hard drives formatted with *******® *****, ***** and **** file systems. eSupport UndeletePlus Supports standard IDE/ATA/SCSI hard drives. and the added feature that is was backed by BBB. While service offered free download: the download forces you to purchase??? When purchased: I immediately did what I had to do, and could not retrieve or find what I was looking for. Somewhere b/t early am hours 1-3 am. Send email from their site immediately- "they report no such email" Later in afternoon research websites to look for contact numbers. None found. Had to go through bbb to find one Called: only to be told must email again. so I did. Ticket number given with no feedback- until Saturday next day. An entire 1.5 days after initial contact with them. Response was more or less no guarantee they can retrieve files. So why would they advertize fraudulently- and force a purchase via "download for free" hoodwink used car man salesman technique? enclose are email responses from them: As emails I send via their computer system : are on their system and not sent to me. 2nd email sent that was sent from my ********* *******. email #1 5/27/11 Hi I purchased your undelete plus, this early morning, and unable to retrieve the lost document.. Emailed you this am? Emailed you via support.com and now this is my 3rd attempt. Is anyone there? (purposely did this as the lost document was only an hr old. and was unable to be rewritten) (Was hoping someone would get back to me in am: and it could have been resolved. ) Went to far as to call the number listed on the bbb. So do I have to file a complaint? I’m sure we can resolve this quickly. OK 5/28/11 -- do not edit -- ****** *******, A customer support staff member has replied to your support request, #**-****-** with the following response: ------------------------------------------------------------------------ This is the only email we have from you. Are you sure you have been emailing the correct place? What exactly are you having a problem with? Bear in mind that due to the complex nature of data recovery, it is not always possible to recover certain deleted files because of hardware constraints, overwriting, crosslinking or other technical reasons, and in certain situations a deleted file found and recovered by FileRestorePlus may not be a usable file. We can only guarantee that if the file has not been overwritten then you will be able to recover it. Unfortunately, we cannot guarantee the condition of the file once it is recovered. That is out of our control. Kind regards, eSupport.com Support Team reply: Wow, then I would like a return of my money. There is no reason to continue. The point of the purchase was to retrieve my 5 hours worth of work. As what you market "Undelete" is why I purchased this. If you can't do this I have no reason to purchase this product. Your customer service is shotty. You list no number on sites- had to go to the BBB to find you? Yes I am sure I emailed the correct place- as I did it from your website, within the hour of purchase. As I couldn't figure out how to use it. I tried emailing, calling and then re-emailing. Receiving a response Saturday afternoon- 1.5 days after my initial email- is insane and poor customer service. So to answer your question, "No, this =response has not has sufficiently answered my question" Or rather it has, and I would like a return of my investment as it cannot honor it's claims. How can I return the product? And receive a refund! I'll also be calling the bank to fight the claim. I run an ethical business, if my cleans do not match what I "market" we go back to reclean or offer the customer a 100% return on the purchase. I expect to be treated in the same manor. I only need to find this one file lost. And the investment of $40 was or should have been worth my "lost" time. However this is not the case. Heck couldn't even find a representative to give me a call back- Not cool. Will also be calling and emailing the BBB. If you plan to call me on Sunday will be in church all day to return at 6pm eastern time. Would like a personal call from this company - and you can use me as a pilot to improve your customer service. Sincerely, ****** ******* They by the way have yet to call me. esupport response: 5/29/11 -- do not edit -- ****** *******, A customer support staff member has replied to your support request, #********** with the following response: ------------------------------------------------------------------------ We responded to the ONLY email we received from you within a few hours. Not 1.5 days. Unfortunately, as previously stated, this is non-refundable. If you would like an exchange for another of our product, then I can do that. You can view our other products here: www.esupport.com Why would I want other products from a company that can't deliver? Why hasn't a manager called How are they allowed to market this way? How are they allowed to offer a free down load that does nothing to assist with problem but tricks you into thinking if you purchase > we'll find the file for you? Its not like I sat on for a day or two and should their not be a time frame for complaints and returns for customers who are unsatisfied. There response of "Bear in mind that due to the complex nature of data recovery, it is not always possible to recover certain deleted files because of hardware constraints, overwriting, crosslinking or other technical reasons, and in certain situations a deleted file found and recovered by FileRestorePlus may not be a usable file. " was shocking.. You would think they would have listed that on the many bullets found in their website. Sneaky , fraudulent, and above of not something I would expect the BBB to be associated with. 5/29/11 reply: I would like for a manager to give me a call, clearly this is not appropriate. BBB to be notified, and will dispute bank charges. False advertizing-- you should of listed what you can't do under your bullet points .. And you shouldn't offer a free download that isn't free and need a purchase with liscence key.. Sly used car salesman approach to doing business, wouldn't you say?

Desired Settlement: I would like a FULL Refund: I emailed company with 1 hr of purchase , called b/4 the close of a business day, as I heard no response from them and did what I had to do as a customer to seek support. No appropriate support given. Like a phone call stating lets do this program together and try to trouble shoot. Pretty much said- of coarse minus the profanity "tough *Word Rejected*"

Business Response: Customer has cut and pasted all of the emails from us to her in the complaint.  Obviously no profanity was used. Customer never contacted us regarding this issue until several days ago, at which time she was responded to immediately. This product did what it was supposed to do, it recovered the file she needed.  We have no control over the condition of the file once it is recovered. This product is non-refundable as clearly stated in our refund policy.  Therefore we offered her an exchange for another of our services.  We have made every attempt to satisfy this customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/8/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Buyer beware of this company! They offer NO SUPPORT nor will they refund your money! They will at times respond to your emails but NEVER will the person reveal his/her name. I had to investigate to find out the first name was ****, however they tell you they haven't an employee by that first name, when indeed they DO!

Desired Settlement: to my credit card ending in # ****

Business Response: We have been over this several times with *** ***. By *** ***'s own admission, he was using a product from a company called ***********. He mistakenly accused us of having poor support and failing to remotely connect to his computer with a remote connection tool that we do not even use. Now he's submitting a complaint?  His issue is with another company.  Not us. We sent him a message that stated: The company that remotely connected to you is ******************** we are ******************* we are the ones you posted the complaint on BBB about, and you didn't even have the right company. He responded with: Whatever, end of subject. I apologize for my mistake

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/6/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: on may 14 2011 I purchase a program called ******** ***** the company advertised that this software would solve an issue with a deleted file on my blackberry memory card. the company even analyzed my personal situation. the testing software said my problem could be resolved if I purchased the full version for $39.99. within the hour I realized that the program they sold me did not work. I notified them though my paypal account and they were very rude and stated that they were not going to give me a refund and I should have tested their product first. the product does not test fully it forces you to buy the full version then does not fulfill its promise. this company is making money on scamming customers. it scams them to purchase and then does not stand behind the promise they give. definitely a rip off company...

Desired Settlement: I want a full refund the product did not work for me as it promissed and i notified them the same evening after downloading the full pay for version.

Business Response: Mr. ****** has already gone to ****** and tried getting his money back there.   ****** has ruled in our favor.

Mr. ****** is upset that the program wasn't able to successfully recover certain files.    We clearly state that not all files can be recovered.  We encourage the customers to "Try Before You Buy."  By doing this, this will give you a list of the files that can be recovered.  If the files you are looking for are listed, then it is up to you to purchase the program to recover them.  If they are not listed, then clearly there is no need to purchase.  Once the program has ben purchased and activated, it is non-refundable.  This is also clearly stated in our refund policy on our site.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/3/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: BiosAgentPlus and DriverAgent are products that are advertised to update your computer. When you access either of thos two websites they perform a scan of you rcomputer to determine if there is an updated driver or bios available. I've used DriverAgent for several years, but in the last year or so they are recommending more and more drivers that are not appropriate for the machine being scanned and recommending drivers not appropriate for a given brand or model of machine. In the case of BiosAgentPlus I was looking for a BIOS update for my laptop and was led to believe that one was available but I had to join (pay up) first. I joined and then had to wait over a day to find out that no BIOS was in fact available. That could have been determined before advertising a solution and requiring a payment up front. At the very least it is fraudulent advertising, very misleading. After joining you are also asked for some of the same information over that is already available to them from your membership. It feels very much like a phishing or misdirected site asking for information.

Desired Settlement: I fully expect a refund and have no doubt that they will honor their commitment to refund our money. What bothers me most is that I think this is fraudulent advertising, something a less than reputable company would do. They need to review their business practices and marketing model to fix this problem. BBB needs to investigate the false/misleading advertising and request them to clean up their act. I have no reason to believe that this company is a fraudulent company and their service is badly needed by all computer users. They just need to clean up their marketing and be more correct in their recommendations. They provide a service that can be very valuable if it provides trustworthy information. Originally this company was a part of ******* ************, but now I'm told that it is a totally separate entity. They need to post that on their web site. My original reason for trusting them was their affiliation with ******* ************ and I would be interested to know if their separation from ******* was about the time that the information they provided took a turn for the worse. I would like an answer about this issue.

Business Response: *** ******** has already been refunded for this order.  Here is the issue with regards to *** ********* computer. He has an HP TX2000 for which there were multiple variations on that system.  When seeking out a BIOS for this system, our scan detected that there was an update.  Which there was for some models of the TX2000. We provided *** ******** the link to the ** site to show him the multiple variations of the system matching his model number and explained to him the situation.  Our technicians discovered that his particular computer is up to date and no BIOS was needed.  We invited him to submit another request if he wanted to.  He instead requested a refund, which he was promptly granted. So it is quite easy to see how our BIOS detection system could mistake that a BIOS was available for his system when in fact it was not.  This is why our techs review every BIOS request and verify that there is in fact a BIOS available.  If there is not, the customer is entitled to a refund, no questions asked, which is what he received. *** ******** refers to our product as misleading.  However there is nothing misleading about it.  There are updates available for some variations of his computer.  Many BIOS manufacturers out there will have the same BIOS ID for multiple BIOS.  Just because a BIOS may have a particular ID doesn't mean it will necessarily work with an update to another BIOS with the same ID. There are other factors in play such as model number, chipset, super i/o chip, etc.  For this reason we cannot make the BIOS Agent Plus automatically send your BIOS.  We need to have human intervention.    Our techs examine the BIOS request and send the BIOS if available. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went only with my computer that I was making a CPU update on but the BIOS was out dated and couldn't work with it. I sent in my computers information and the details about what I needed updated but never heard anything back from esupport.com other then the computer is up to date. I have the emails that were sent and on what dates but I just can't get through to anyone to get any answers.

Desired Settlement: I would like to get an update cause the website says it will give updates to up to 10 computers. If there is a way to settle this case it would be very helpful.

Business Response: *** ********** was sent a notice stating: BIOSAgentPlus located a BIOS update for a similar model of your computer. However, upon further review, our BIOS update team has determined that the BIOS version currently installed on your ** is the most up to date BIOS available. He was also informed that he could submit a request for other systems.  His membership is good for 10 computers. We have not received any support inquiries regarding this order, nor have received a BIOS request for any other system. Secondly, and most importantly, we have a 30 day refund policy clearly posted on our site.  ** ********** ordered the service in November 2010.  He is well past the 30 day period. *** ********** is free to use to the service to submit requests for other systems.  But his Sony *********** is up to date.  Not only can he submit request for more systems, but he also has the ability to update all of the drivers on 10 system using our service. We would have appreciated *** ********** contacting our support department and inquiring about this issue before filing a complaint. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a product from this website. They say they sent an e-mail. which I never received, with the serial code. I checked my spam and inbox twice and don't show anything. I request a refund because in the meantime, I found a different company that did it and it worked for me. I couldn't wait because it was an emergency. When I request a refund they tell me they don't give refunds. I said ok but at least forward me the e-mail which you sent because I never got it. They say that their server doesn't store those e-mails. I just think I never got one. They sent me to some website with the serial but I don't want the serial. I want my money back.

Desired Settlement: I want a phone call and my money back.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. That page could have been fabricated on the spot.  I would like the original e-mail forwarded to me.  

Business Response: Mr. ****** believes in conspiracy theories, unfortunately we don't. The page shown was emailed to him on the date and time shown.  Period. We will not comment any further on this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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