Complaints

This profile includes complaints for Sapphire Softech Solutions LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sapphire Softech Solutions LLC

  123 E 9th St STE 323 Upland, CA 91786-6050

  
• 

  Sapphire Softech Solutions LLC

  420 N McKinley St. Corona, CA 92879

  
• 

  Sapphire Softech Solutions LLC

  420 N McKinley St. Corona, CA 92879

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday August 22, 2025, I typed in a search for HP Instaink as I had an error message on my printer. I clicked on the correct website, but a popup that appeared to be HP came up instead. At least I think that's how I was redirected to Sapphire Softech Solutions ("SSS"). A text box came up with the "How can I help" standard opening. I typed that I had an error message on my printer. The person said someone would contact me in a minute. Someone did. I told that person about the error message and was directed to a different person. I asked more than one time if this was HP and didn't get a straight answer. I was directed to pay up front. One of my credit cards declined the transaction. I would have been alerted that there was a problem with the company then, but I just gave a second credit card which allowed the transaction.I spent three hours on the phone with a man I could only partly understand while he accessed my computer remotely. He told me that my current virus protection didn't cover Windows 11 which is my version of Windows. That's not true, I learned later. He showed me several entries of viruses on my computer. Also not true I learned later. At the end, he never could fix the problem with the printer, but it seemed my computer was working. However, when it went to sleep mode, it never worked again. At one point, he asked my age. I am 80. Not stupid but not computer savvy. I contacted my regular technician who gave me a lengthy code to repair the damage remotely. ** considered the issue so drastic that they wouldn't accept the code. My computer didn't work at all. I had to take it to my technician who had to take the computer back to factory settings. I stopped the credit card transaction. Luckily, he was able to save my pictures. I had to pay $200 to have my computer ************ SSS said I should have contacted them to correct the problem. How could they? The technician was obviously not in the **. My computer could not be accessed remotely.

  

  Business Response

  Date: 09/02/2025

  We thank Ms. ****** for sharing her concerns and regret the difficulties she experienced. However, we respectfully note that key details in her BBB complaint differ from her earlier written communication with us.
  
  For example, in her email reply on September 1, 2025, Ms. ****** stated that after our technicians work her computer never worked. In todays BBB filing, she states the device was working until it went into sleep mode. Similarly, in her email she raised concern about being asked her age; in our response we clarified this was only to determine if a senior discount could apply.
  
  Sapphire Softech Solutions LLC is an independent support provider, not **, and this is clearly disclosed before any work begins. On August 22, 2025, our technician worked on system optimization and printer configuration. As per case records, Ms. ****** confirmed satisfaction before our Billing Team assisted with a payment authorization. Importantly, this payment was never captured and remains in pending status. If our intent was only to collect funds, the capture would have been completed. Instead, our long-standing policy is customer satisfaction before payment, backed by a 30-day cooling-off period.
  
  We regret that Ms. ****** chose not to contact our 247 support team when further issues occurred and instead went to a third-party technician. We would have been ready to re-diagnose and assist. We remain willing even now to void the authorization entirely.
  
  All related records and documentation supporting these facts can be furnished to BBB upon request, as we are confident, we have acted correctly at every step.
  
  Sapphire Softech has served customers for over ************************ diagnostics, resolution, and billing. We respectfully submit that there was no misrepresentation as alleged and request this matter be considered in light of the above facts.
  
  Sincerely,
  Sapphire Softech Solutions LLC

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb ******* my hp copier would not work. I got connected to sapphire soft tech. They told me how to get it working. Then they processed to tell me that my lap top had lots of virus's. That they could fix it for 89 dollars. Then they told me they needed to take control of my lap top. I really didnt know what that meant until I saw the pointer going all around my documents. I then was told that for 500 dollars they could protect my computer and I phone for 2 years I then said no. Then he told me they could protect all of them for a year. For ****** I agreed. After they got through going through my computer we hung up. My husband had just had surgery and 3 days later he went to his lap top and it was all messed up. So I called them again and they took control of lap top again. Still did not work. I contacted them again told them that I wanted my money back. They told me sorry they could not do it and I could call them 24/7 to try and get it fixed. This company is a scam. They take advantage of elderly people. I will be contacting attorney general of California to make a complaint

  

  Business Response

  Date: 08/19/2025

  Business Response to BBB Complaint ****** ***
  
  We regret that *** *** feels dissatisfied & has filed this complaint. However, the following sequence of events clarifies the matter:
  
  On June 26, 2025, *** *** contacted Sapphire Softech Solutions regarding issues with her HP Deskjet 4155e printer & Windows 11 computer. She first purchased our Driver Updater software for $89.90 USD, which generates a license key to update outdated drivers. To extend coverage to additional devices (including router, peripherals, and any future devices), she authorized $300.00 USD for a 1-Year Unlimited Support Plan.
  
  As per company policy, no payment is finalized until services are delivered & the customer confirms satisfaction. After the work was completed, our feedback team contacted *** ***, who confirmed she was satisfied. Only then was the authorized payment finalized.
  
  On July 22, 2025, *** *** requested a refund, citing technical difficulties. It was over a month, since her devices were serviced. She was informed that these devices require periodic optimization, which her plan covers. A technician re-optimized her devices, & we also received her written satisfaction confirmation.
  
  Despite this, on August 7, 2025, our merchant notified us that *** *** filed a dispute with her bank. All supporting documentation including service records, authorizations, satisfaction confirmations, & e-signed documents was promptly furnished. Once a dispute is initiated, the account is marked under dispute and closed from our side; however, we remain available to assist her with any technical needs.
  
  We respectfully submit that Sapphire Softech Solutions LLC acted in good faith delivering purchased services, securing customer satisfaction before finalizing payments, & providing ongoing support. Yet *** *** described our business as a scam. The documented services, confirmations, & transparent processes clearly show this claim is unfounded.
  
  Sincerely,
  Sapphire Softech Solutions LLC
  

• Initial Complaint

  Date:08/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 8/2024 we bought a service the company recommended for three years (they said it would be cheaper if we sign up for three years). On 8/2025 we asked to terminate the service due to unsatisfactory results and asked they to refund the remaining fund not used (two years remaining). The company refused to refund any money and had a very rude attitude. I told them this clearly sounds like a bad company and I'd have to report you to the BBB and other platforms. Not recommend anyone to sue this company.

  

  Business Response

  Date: 08/11/2025

  Dear Ms. ****************** acknowledge receipt of the complaint submitted by Mr. ******* *** regarding alleged service issues and a refund request.
  
  After a thorough search of our customer database, we have been unable to locate any account or transaction record under the name, email address, or phone number provided in the complaint.
  
  In order for us to properly investigate and address this matter, we kindly request that the complainant provide one or more of the following:
  
  The exact date of purchase or service initiation
  The payment method and last four digits of the card used
  The customer ID or transaction ID
  The registered phone number or email address used at the time of purchase
  
  Once we receive the correct and verifiable information, we will immediately review the case in detail and respond accordingly to ensure a timely and fair resolution.
  
  We remain committed to cooperating fully with the BBB and addressing all legitimate customer concerns in a professional and transparent manner.

• Initial Complaint

  Date:07/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  n July 2024 I bought a service agreement for $1500.00. Customer # ********* for 3 years. On June 11, 2025 I had a problem with my computer had been hacked. I called support and asked to clean the computer. First, I spoke to someone named ****, who then transfer me to someone else. It took about 3-4 hours to clean. After that he said I had 3 other people on my IP address, and other different websites that I had no idea what they were. He told me he could remove those viruses. I could get a 2year contract for $1799.99, or a 3year contract for $3499.99. He asked me if I was a senior, that he could give me a discount for $2000.00. I told him I didnt have that money and he said Well, how soon can you get it? And it had to be a physical check. He was very demanding and irate that I could and would not send him the mo I I hung up on him. I am filing with the Better Business Bureau.

  

  Business Response

  Date: 07/28/2025

  Dear *********************start="173" data-end="176"> Conciliation & ******************************start="212" data-end="215"> Better Business Bureau
  We are writing on behalf of Sapphire Softech Solutions LLC in response to the complaint filed by Ms. ***** ***** regarding her recent service interaction and billing concerns.
  First and foremost, we would like to extend our sincere apologies to Ms. ***** for any distress or inconvenience caused. We truly value her association with us since June 2024 and deeply regret that her recent experience did not meet expectations.
  We would like to clarify that Sapphire Softech Solutions LLC does not condone or support any form of high-pressure tactics, unprofessional behavior, or misleading conduct by any member of our team. These actions are strictly against our service values and operational code.
  To proceed responsibly, our Billing Manager will be assigned to look into this matter in detail. However, we do require a conversation with Ms. ***** to properly investigate the incident and gather complete context from her perspective. Her patience and cooperation during this time would greatly assist us in conducting a fair and thorough review.
  We kindly request that Ms. ***** provide a convenient time or alternate contact number for a direct conversation. Our goal is to resolve this matter promptly, transparently, and to her complete satisfaction.
  Sincerely,
  Customer *****************************start="1572" data-end="1575"> Sapphire Softech Solutions LLC

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ***** printer from ******* on 4/8/2025 and went to ***************************** to find out how to use it. Then someone responded and told me I need to buy a software which cost me $89.90. The second day I found out that I can do the print on my phone, there is no need for me to buy the software. I have called them to get my money back, they refused my request. COMPUTEROIDS DRIVER UPDATER CUSTOMER ID :*********** EMAIL : ************************ TOLL FREE : ************ / ************ / *****************(**)TIMING : 365 days 24*7 I was cheated.

  

  Business Response

  Date: 06/24/2025

  Dear Ms. ************** acknowledge the complaint submitted by Mr. **** **** and thank you for the opportunity to respond.
  On April 8, 2025, Mr. **** contacted our support team through our official website, ********************* seeking assistance to configure his Canon TS3722 printer with his Windows 11 computer. After diagnosing the issueidentified as driver-relateda detailed support plan was offered, including a one-time charge of $89.90 USD for a 1-year subscription to our Computeroids Driver Updater software.
  Mr. **** provided written authorization to proceed with the purchase, and the software was successfully activated by our technician. A post-resolution satisfaction confirmation email was also received from Mr. ***** stating he was "completely satisfied with the services provided."
  The claim that he later printed from his phone does not invalidate the initial issue he faced on his Windows deviceour service specifically addressed that. As part of our standard protocol, technicians also ensure configuration across other smart devices, when possible, which likely enabled mobile printing thereafter.
  Our licensing terms clearly state the activation key is single-use, device-bound, and non-transferable once applied. Furthermore, our pricing reflects significant valueunlimited support availability 24x7 for a full yearequating to less than 25 cents/day.
  We firmly deny the allegation that Mr. **** was misled or cheated. All services were transparently provided, documented, and accepted with consent. Refunds are considered under our 30-day resolution guarantee policy, which in this case was fulfilled.
  We are happy to provide all supporting documentationincluding email records, authorization, license usage logs, and technician work detailsupon request.
  Sincerely,
  Sapphire Softech Solutions LLC
  **************************************** | **************

  Customer Answer

  Date: 06/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ****
  
   
  

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempting to get my printer hooked up to my Wi-Fi and my computer. I became in contact with people I thought were with ** or contracted by **. Turns out they were not. They said my computer was corrupted and needed to be fixed in order for my printer to be hooked up. I paid $699 for repairs and 3-year service and a firewall. My daughter told me I had been scammed. I ran a virus scan on my computer and they had put a Trojan horse on my computer. I removed it. I have taken my computer to have all traces of their software off of it at a cost of $210. I am disputing the charges with my credit card company. My computer does regular virus scans. It's last one was only a couple of days before I allowed these people on my computer. It showed no issues. When I manually ran the scam, only hours after these people were on my computer I found the trojano horse. My desire is that this doesn't happen to somebody else. I'm confident my credit card company will find in my favor.

  

  Business Response

  Date: 06/23/2025

  To: ******* *******
  Conciliation & ******************************start="223" data-end="226"> Better Business Bureau
  RE: Complaint by Mr. ***** ****** | Customer ID: *********
  Dear Ms. ************** acknowledge the complaint filed by Mr. ****** and appreciate the opportunity to respond.
  On June 19, 2025, Mr. ****** visited our website seeking help connecting his HP Smart Tank 5103 printer to his Windows 11 computer. After diagnosing the issue, our team identified outdated drivers as the root cause. We clearly statedboth verbally and in writingthat Sapphire Softech Solutions LLC is an independent support provider and not affiliated with ** or any *** brand. This was acknowledged in the email authorization and e-signed agreement.
  Multiple plans were offered, starting at $99.00. Mr. ****** voluntarily opted for the $699.00 plan covering 3 years of unlimited support, including software. He confirmed authorization via email and e-signature, and a senior technician spent over 90 minutes resolving the issues and completing the setup.
  After the service, Mr. ****** submitted an "Excellent" rating and expressed satisfaction. As per our policy, charges were only authorized, not finalizedwe await post-service feedback within 2448 hours before processing payment.
  We strongly refute the claim that we are a scam. Sapphire Softech is a legally registered U.S. business delivering support & services for years. We follow a transparent process involving written consent, post-service satisfaction, and delayed billing to protect consumers.
  We regret the misunderstanding and would have appreciated a chance to resolve this directly. We remain open to discussion. All supporting documents, emails, and feedback records can be furnished upon request.
  Sincerely,
  Sapphire Softech Solutions LLC

  Customer Answer

  Date: 06/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:06/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** of this company. Not sure if legal or a scam

  

  Business Response

  Date: 06/06/2025

  To: ******* *******
  Conciliation & ******************************start="186" data-end="189">Better Business Bureau
  Cc: ******** ******
  Subject: Response to BBB Complaint ******** ****** / SSS141546
  Dear Ms. ************** are responding to the BBB complaint filed by Ms. ******** ****** regarding her interaction with Sapphire Softech Solutions LLC (Customer ID: **********.
  Company **********************start="515" data-end="518"> Sapphire Softech Solutions LLC is an independent third-party support provider for software-related issues with computers, printers, and peripherals. We are not affiliated with any *** brand, and this is clearly stated in all communications and on authorization documents.
  Case ****************start="815" data-end="818"> On June 4, 2025, we received written authorization from Ms. ****** to proceed with a 1-Year Support & Service Warranty for $399.00. As per our policy, no charges were processed, as payments are completed only after issue resolution and customer satisfaction.
  A technician began assisting her, but the case was paused at Ms. ******* request due to a scheduled doctors appointment. The case remains incomplete and pending. Follow-up calls and emails on June 5th and 6th received no response until the BBB complaint was submitted.
  Our *******************start="1391" data-end="1394"> We respect Ms. ******* concerns, especially given her past experience, but wish to clarify:
  No billing occurred.
  Authorization was voluntary, and no data was misused.
  All technician interactions were professional, and consent based.
  While occasional misunderstandings happen, the majority of our customers report positive outcomes, and we address all concerns promptly and fairly.
  Current ***************start="1809" data-end="1812"> Ms. ******* account remains inactive, and there are no obligations or charges pending. We request that this complaint be closed as resolved.
  Were happy to assist further and can be reached at:
  ?? ************** | **************
  ?? ****************************************************************************************************
  Sincerely,
  Compliance *************start="2117" data-end="2120"> Sapphire Softech Solutions LLC
  

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/8/2025 I contacted Sapphire as their site was close to HP and I needed a driver. I allowed the access to my computer and the driver was set up. I also asked them to check on my memory as I keep getting notices that I am running out of memory. When the finished they called me back and stated that my computer was only 3 years old, had plenty of memory and they saw now reason for me to purchase a new computer.March 17, 2025 I again had memory issues. They took control of my computer and told me not to try using it for a while. Later they had no explanation for my issue.The next day upon checking my bank account I discovered that my 3 of my accounts had been hacked for a total of $9000.00. Coincidence that this is the day Sapphire had control of my computer.After months of dealing with memory issues I hired someone in my local area to come in and help with my issues. My computer they stated is actually 6 years old and was running out of memory and that is why I was now unable to open item and not download anything. I disputed the charges with Sapphire as I have reason to believe that the only time I had my computer out of my control my bank was hacked. They disputed the charge and I was billed again for a service call of $89.90 and $410.10 for a 3 year contract for service. Due to the hack of my bank I am not comfortable using a remote service and in addition information they provided me turned out to be inaccurate thereby causing me to doubt their legitimacy. Today, May 14, 2025. I called to try and get a partial refund since I have only called them twice and they said they only allow cancellation within 30 days and there is nothing they can do. I feel I do deserve a partial refund having only contacted them twice and only use the service for 5 months of the 3 year contract.

  

  Business Response

  Date: 05/22/2025

  Dear Ms. ***************** you for bringing this matter to our attention.
  We would like to clarify that Sapphire Softech Solutions is an independent technical support provider and not affiliated with **, a fact that is clearly communicated during every customer interaction.
  On January 8, 2025, Ms. ****** ****** received support services for her computer and authorized a 3-year support plan. Before completing the payment, our team contacted her for confirmation and collected positive feedback via a customer survey.
  On March 3, 2025, a dispute was initiated by Ms. ****** through her bank. The amount was debited back from our account, and thus, any further refund request could not be processed directly from our side. If her bank later reversed the charge in our favor, we will need to verify the transaction with our merchant before considering any partial refundless applicable costs, technician hours, and software license fee.
  Regarding the alleged hacking of $9,000, no such incident was ever reported to our team. At the time of initial support, our technicians clearly advised her, as per our standard protocol, to avoid unknown links and immediately report any suspicious activity. Unfortunately, no communication was made by Ms. ****** until months later.
  If she still wishes to speak to our billing department, she is welcome to contact us on Tuesday, May 27, 2025, at ************** for further discussion.
  Sincerely,
  Sapphire Softech Solutions ***********************start="1807" data-end="1810"> ?? ************** (247 *****************start="1842" data-end="1845"> ?? **********************************

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/30/2025 printer wouldnt work so i went to hp website and a source came up for help. entered phone number and supposedly tech came on and wanted to take control of computer. i agreed and he ran some tests and told me that 50-60% of my drivers were bad, he tried to sell me several repairs for hundreds and when i said couldnt afford he came up with a $89.90 repair when he conned me into taking. that fixed every thing but what im reading from other complaints is after short time nothing will work. he also put 4 things on my screen and told me not to delete them. I think I was SCAMMED big time. i think i deserve a full refund worse thing is they have my credit card nmber, which im going to call and have changed so no futer charges can be put on it.

  

  Business Response

  Date: 05/02/2025

  Dear Ms. ******* (BBB),
  We would like to take this opportunity to present the actual facts of the case. Upon identifying the issues on Mr. ****** devices, our technician offered multiple service plan options tailored to the duration and number of devices. Mr. ***** independently chose the $89.90 plan for a 12-month subscription to the Computeroids Driver Updater software and personally entered his card details. In strict adherence to our policy and the Data Protection Act, we do not store or retain any payment information.
  An authorization email was sent prior to initiating any work, and on May 1, 2025, a service confirmation email was received from Mr. ***** expressing satisfaction with the service and granting consent to close the case.
  While we understand Mr. ****** concerns, basing conclusions solely on selected online reviews may not reflect the overall experience of our broader customer base. We serve thousands of customers and actively respond to every concern. Scam operations do not provide documentation, request confirmation, or remain available after a sale. We do all of this and more, which demonstrates our legitimacy.
  Recurring technical issues can stem from various causes like unstable internet, outdated OS, or third-party software conflicts. Thats why our plan includes 365 days of unlimited support. At $89.90/yearjust $0.25/dayour customers get 24/7 access to certified technicians, always a phone call away.
  Does this reflect a scam, or a company that stands by its service?
  No additional charges can be applied unless authorized by the customer through a new agreement. We remain transparent, responsive, and committed to delivering valuenot exploitation.
  We appreciate your attention and remain available for any further clarification or support.
  

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 3rd I called the online Canon Printer support phone number as I could not print and had not been able to determine the issue. They immediately transferred my call to tech support...which was this company. Sapphire softech support. They almost immediately requested access to my computer, which I agreed to. After some time I was told that my computer had malware which needed to be removed and they offered this service as well as installation of a protection software install. After discussing the various plans and costs I agreed to a lifetime auto renewal plan and the repair for a total of $1259. They got to work, said the malware had been removed...managed to print a few things on my printer and looked like my email had also been fixed. So I paid them $900..per their request with the balance to be paid in the next few days. Not sure why they did this split payment. But shortly after completing business with them, I found that my printer no longer was printing. So I shutdown the computer to reboot it. I Ieft it a few hours and then rebooted it to check the printer function. Ha! The sign in screen is now non functioning. My cursor does not work, the signin box is missing. Basically have no computer at this time. I tried calling their 24 hour support line. All I got was a loud screeching tone. I want a full refund!

  

  Business Response

  Date: 04/04/2025

  Dear *********************start="147" data-end="150"> Conciliation & ******************************start="186" data-end="189"> Better Business Bureau
  We appreciate the opportunity to respond to ******************* concerns regarding her interaction with Sapphire Softech Solutions on April 3, 2025.
  Service Summary: Ms. ****** contacted us for her Canon Printer. Our technician assisted with printer driver installation (Canon LBP6030W), email troubleshooting, system optimization, and malware removal. She later confirmed satisfaction in writing and authorized a $900.00 USD payment (part of a $1,259.00 Perpetual Support Plan). She also completed a survey selecting Very Satisfied and Very Likely to Recommend.
  Follow-Up: No follow-up calls were received from Ms. ******* On April 4, we attempted our standard satisfaction call, which went to voicemail. Our toll-free lines remain open 24/7.
  Payment Status: The $900.00 USD was authorized but not finalized, in line with our policy of completing payments only after verbal confirmation.
  Support Plan Coverage: The plan includes Auto Update Perpetual Support. Issues like a non-responsive login screen may be due to unrelated external factors, and our team is ready to assist.
  Resolution Offer: We are committed to resolving this issue fairly. If Ms. ****** would like to proceed with support or discuss an alternate resolution, we welcome her contact.
  Conclusion:
  Sapphire Softech is a legally registered service provider committed to ethical practices. We respectfully request Ms. ****** contact us directly so we can assist further.