Complaints

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:11/14/2022

  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.

  When the consumer made the purchase from the business, the consumer was told that she would only have to $19.95 for 1 year and the computer would be hers. After the 1 years time period, the consumer wanted to know why was she still being charged $19.95 and how can she stop it. The consumer was told by the business to buy warranty for $240.00 which she did. Now the company says all repairs are on her unless she starts the $19.95 a month back. Wants a refund.

  Business Response

  Date: 11/22/2022

  From: *****************
  Manager, Customer Support
  Re: Complaint ID ********, *****************
  

  ************,
  Thank you for explaining your concerns. I apologize if there had been any misunderstandings.
  I hope this clarifies the subscription and warranty options.

  
  We offer the computer with different purchase options. You had opted to purchase the computer with our
  Complete Subscription plan which has a monthly cost of $19.95. With this, we discount the upfront cost
  of the computer by $300 and we bundle several services such as Priority Support, Tutorial Support,
  Speech to Text, Text to Speech, Automatic Backup and Software Updates as well as a full warranty with
  accidental damage protection.
  

  In the case that anyone wishes to stop paying for the software and services on a subscription basis, the
  software may be purchased for the cost of $230.00. When this is done, the associated services and
  warranty are no longer in effect. Customers still have the benefit of a 1-year manufacturers warranty
  from the date of purchase as well as general customer support for no charge.
  

  I have listened to the recording between ************ and our ****************** representative ******************
  ******** explained that the subscription includes the *** customer support and accidental warranty, and
  he recommends keeping the subscription in order to be covered under the warranty. He further explains
  that the with the buyout option for $230.00 warranty would no longer be in effect.
  

  I have also listened to call recording between ************ and the sales agent ************, where the
  subscription charge of $19.95 was clearly explained as an ongoing payment for access to the software,
  services, and warranty where the computer would be replaced free of charge if we are unable to repair it.
  

  ************ asked how long she would need to keep paying the subscription fee. ***** explained that it
  would be for as long as she used the computer to maintain the software and the warranty.
  

  We are happy to provide either option for ************:
  

  If ************ wants to keep the full warranty including accidental damage, *** support, automatic backup
  up, speech to text and text to speech, we can refund the $230 less the two months of subscription of
  $19.95. The Subscription would be continued billed at $19.95 per month.
  

  If ************ does not what the full warranty, *** support, automatic backup up, speech to text and text to
  speech, we will leave the account as it is, and not further payments are due.
  

  If you have any further questions or concerns, feel free to give me a call. My direct phone number is ************.

  Sincerely,

  
  *****************
  Manager, Customer Support - ************ ***********************************************************