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Business Profile

Information Technology Services

Awareness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Information Technology Services.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:06/30/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 purchased the WebWatcher software and it does not work as described. There were several days not data was transferred from my childs phone to the system. I followed the instructions to put the software on my Mac and to sync my childs phone to my laptop. After a few days of realizing the software was not working as described, I contacted the help desk and allowed their service technician to remotely access my device and set it up any way they wanted to. The risk free trial is very misleading - I did not initially realize the trial was just 36 hours. I had spent many hours on the program at this point and assumed their technician could fix the issue. After more days, it was still not working correctly. Sometimes data would transfer. Sometimes it would not. Our devices were always on the same network and plugged in at midnight with the technician said the transfer of data would occur. I contacted the help desk again. I allowed their technician to remotely access my system and do anything they wanted to to make sure it was accurately setup. It still did not work. I am not willing to continue to allow my system to be remotely accessed again. They are saying they require that to be done again before they can process a refund. I think I have provided ample opportunity for this company to prove their software works as advertised. It feels like a scam. I would like a refund.

    Business Response

    Date: 07/15/2024

    Details and Actions Taken:

    Purchase and License: The customer purchased the WebWatcher license on 6/9/2024, which is valid for one year.

    ******************* Sessions: ******* conducted two white glove service sessions with the customer on 6/10 and 6/11. During these sessions, our technicians remotely accessed the customer's device to ensure proper setup and configuration.

    Session Notes: The final session notes indicated that there were still files pending upload. The customer was informed to keep the WebWatcher desktop app running to facilitate the upload of over 450 items to the WebWatcher server.

    Refund Request: On 6/21/2024, the customer submitted a refund request. Unfortunately, this request was denied as it was beyond our 3-day refund period.
    Service Suspension: On 6/30/2024, the customer agreed to suspend the service instead of continuing with the troubleshooting process.

    Technical Explanation:

    The issues faced by the customer could be due to several factors, including network connectivity problems, device compatibility issues, or software glitches. Our technicians attempted to resolve these by remotely accessing the system and ensuring all settings were correctly configured.

    Resolution Proposal:

    We understand the frustration caused by these persistent issues and the time invested by the customer.  As a standard resolution path we normally would propose a final troubleshooting session led by a senior technician to identify and resolve the root cause.  That has been and will remain an option for the customer.  In lieu of this and per their request, ******* issued a refund today of the original purchase price. 

    Customer Answer

    Date: 07/29/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business issued a refund. 

    Sincerely,

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

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