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[Resolved] Answersby Pc Support / I am very disappointed in this company

1 United States Review updated:

I called to ANSWERSBY PC Support in order to get help in fixing some computer problems appeared on my MacBook. I aid them $100 a month and they didn’t fix this problem. I am very disappointed in this company. What for I paid them so much money?

Resolution statement

Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

AnswersBy.com Customer Care's Response, Mar 26, 2018

Dear All

We are sorry about the experience you had with AnswersBy. We at AnswersBy want all our customers to have the best of technical support experience. Therefore, we would like to speak with you and straighten things out. Kindly share any of the following information along with your convenient time, so that we can arrange a call from our Customer Relations team and sort this out.

Your Name
Phone Number
Email Address

Thanks for taking time to write your feedback. We would like to address it and make you a happy customer of AnswersBy.

PS. You can also write to us at feedback@answersby.com referring this subject.

Regards,
Team AnswersBy

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Comments

3r
  1st of Nov, 2012
-1 Votes

Our organization purchased a package of 30 incidents for $300. The incidents are like unused minutes in prepaid cell service: they have a fixed lifespan. With this package the lifespan is 2 years (acceptable to me: $150 / yr.)

They do use India based support, but also domestic support. I've had good luck with both. They explained the tools that they were using and which I could obtain on my own.

There *are* limits to what they'll try to fix but in the case(s) where they were unable to help with a problem, they didn't deduct an incident.

Mi
  11th of Apr, 2014
-1 Votes

There
needs to be a way to retrieve a refund from companies such as answersby, i could not use the internet and was still charged one of my usage fees

Ap
  20th of Dec, 2017
0 Votes

@micon68th You're right...there must be a way, because they cannot just steal people money for providing fake services. They sent you a non-refundable agreement after you pay them, not before...
Any idea?

Ji
  17th of Aug, 2014
-2 Votes

I HAVE PROBLEMS WITH ANSWERBY DUE TOO MANY PEOPLE WORKING ON THE COMPUTER WHEN YOU CALL BACK. THEY HAVE JUST GOTTEN WORSE SINCE I STARTED WITH THEM 2 YEARS BACK AND ALWAYS HAVE DELAY RESPONSE SOMETIMES BEING ON THE PHONE HOURS TO GET THEM TO WORK ON THE COMPUTER, THEY HAVE ALSO REFUSED TO REFUND MY MONEY THE LAST TIME I TRIED TO ADD SOME INCIDENTS. WHEN I TRIED TO GET MY MONEY BACK FROM GETTING PART OF $300 DOWN TO $199 I ORIGINALLY SIGNED UP FOR, THEY REFUSED THE REFUND EVENTHOUGH I CALLED THEM BACK THEIR NEXT BUSINES DAY. I AM UNSURE WHO THESE PEOPLE ARE BUT I WILL NOT DO ANY BUSINESS WITH THEM .

Ap
  20th of Dec, 2017
0 Votes

@JIMAC Don't do business with them. Answers By is a S.P.A.M. company...Spread the word and save people's lives and money!

Fl
  4th of Sep, 2014
+1 Votes

July 8, 2014 I contacted answersby pc and explained my computer problem which was : I was not the administrator for my own computer which prevented me from installing software programs. I asked specifically if they could fix this problem and said yes they could and then asked for my credit card number advising me that I would not be charged until the problem was fixed. They remotely connected to my pc and the technician told me they could not do anything because I was not the administrator ..(That was my problem I wanted fixed) I talked to their office guy and told them they should not charge me because they did not fix the problem and he said they would not at least that's what I thought he said but lo and behold I was charged $149.99 for nothing done. I took my computer to my local computer geek on July 17, 2014 and they fixed it for me for $ 110.00. I contacted My Discover card and told them what happened. I sent them all the info but they seem to be siding with the merchant..that I agreed to the terms of the contract ( I did not agree to anything other than to do what you said you are gonna do and I will pay you .. If Discover pays these crooks and charges me.. I will drop Discover like a bad habit.

Ap
  20th of Dec, 2017
0 Votes

@flwolfman Never let people you don't know and that you can't locate remote access to your computer ever...they hacked people before.

Ag
  8th of Nov, 2014
0 Votes

I also have done business /w this company - Answers By PC Support, Pittsford, NY. I cannot tell you how extremely frustrating it is to deal /w this company- IF they are a legitimate company. I paid them $149.99 for "5 issues in one year". The tech services they provided were insufficient to remove the virus. I had to seek an alternate solution from another service provider who utilized a different tool to remove the virus. I requested a refund. I had put the amount on my Master Card. They said their accounting department could not refund the money to my Master card, but instead they needed the routing number, account number, and check number of my bank, which I stupidly gave them. My bank says it sounds like fraud. They should not have asked for this information. My bank has put a "fraud alert" on my account. Furthermore, they asked more personal questions such as "Do I live alone?" and "Am I a grandmother?" I definitely think this company should be investigated for fraud. I have wasted hours dealing /w this company. They keep stalling re the refund- first depositing 16 cents, then 14 cents in my bank account, then quickly removing the 30 cents through Pay Pal. If I don't receive the refund, I will contact the Attorney General of my state and the BBC and report this company. I am so sorry that I was referred to this company by Gateway.

Ap
  20th of Dec, 2017
0 Votes

@agnes mcloughlin Hmmh! Would Gateway be an accomplice too?

Th
  26th of Dec, 2014
-1 Votes

They told me they could fix my computer password problem online if I bought their service. Well I paid the $149.and was connected to their technician who told me that the only thing to the do wast to restore the computer to its original factory setting. This would mean losing all my programs and documents picture and other items stored on the computer. Since I was having a pass word problem and could not gain access to my computer I was unable to use the factory restore installed on the computer. He than told me that I would have to order a restore disk from Gateway and call back when I received it as there was not anything he do to help me without.
Not feeling good about this I called Kaspersky who walked me though getting my computer up and running, (SOMETHING ANSWERBY COULDN'T DO) by use the restore to an earlier date option in the windows operating system. They took control of my computer ran a diagnostic test finding a corrupted Windows registry. They than sold me a technical support package serviced by Yogi and connected me to the technician who had my computer up and running like new in about an hour. This package cost the same and is good for unlimited service on two computers one tablet and two cell phones

Ap
  20th of Dec, 2017
0 Votes

@Thomas Kats AnswerBy is fake...they stole me too and nearly hacked my computer remotely...

Ma
  17th of Feb, 2015
+1 Votes

Answers By should be closed down and companies like Acer and gateway should not even have their names associated with them! This has given me a very bad taste in my mouth for these companies, and I will not buy another of their computers until they find another "third party" service provider.
This Company DOES have way too many hands in the pot, and they do NOT know what they are doing even when you try to tell them that it is something you KNOW can not be accomplished from a remote location. Well I thought just MAYBE technology had passed me by in the last hours...and they could physically restore my computer back to Factory from where they were to get rid of a Virus that they could NOT remove in any other way!!!
What they managed to do was to lose and corrupt ALL of my current company files of 7 years, and LOSE completely 27 years of Tax Client FILES!!! They promised me that it was backing up on the hard drive that I provided them. They did NOT do it! I LOST everything!!!
Do not trust this company with your computer AT ALL!!! Run as fast as you can in another direction. The person that KNEW they had made such a travesty of a mistake TOLD me to call back on Monday for a REFUND. Well being a business person, I IMMEDIATLY took a screen print of the conversation!!!
When I called back on Monday and they were extremely rude in every way possible, they finally said ..."We cannot give you a refund, because your original issue got fixed" I said you are joking!!! You destroyed not only my computer but our lives, and you are telling me that you fixed my problem!!! OH I WAS MAD!!!
So I am not stopping, I will let others know as much as I can what this company has done, and the results!

Ap
  20th of Dec, 2017
0 Votes

@MaryBethG MaryBeth, I feel you...I've been their victim too.

Ap
  20th of Dec, 2017
0 Votes

@MaryBethG Same here...they said that they would refund me, but when I called the next day, they said they can't, because I received the service. The fund that I paid was for the service, not for the solution of the problem. Can somebody assess this stupidity of language?

Ir
  2nd of Apr, 2015
0 Votes

3l21/15 My problem started with no internet access even though also showed I was connected to the internet. I called Verizon, no problem there, they told me seems computer problems. so they referred me to gateway, OMG I felt I was been punished after Answersby started to try to fix the problem with their mantra or something they kept repeating: www.logmein123.com. over and over again I felt I was reciting the rosary over and over. During the whole ordeal, language communication was sooo hard to understand. It took couple of days to fix the internet connection when I was transferred to a Senior Tech who fixed the problem. waoo was I happy, couple of days later, !!! OH NO !!! a new issue came about: gateway recovery backup was needed, that my computer security was in serious jeopardy, What the heck, I am sooo frustrated, will report them to the BBB, facebook, all my friends and my credit card.

Ap
  20th of Dec, 2017
0 Votes

@Iris M. Valentin People should never ever allow unknown people to remotely access their computer...www.logmein123.com is a way to hack your computer with your permission, after getting paid with your credit card...the code that they provided you with is a malware and a Trojan. The so-called technicians are not fluent in English, to create a communication barrier, so you can be discouraged and drop the call. They kept asking you the same question over and over...
The technician I talked with asked me for a SNIDU number that doesn't even exist on the device, after he gave me a case #, which I have to provide when I call them back. The next day, when I called back, I've been told that the case # is not good...so they transferred me to someone else, who asked me to do a totally different thing than what I've been told to do the day before, which has nothing to do with the issue...then I needed to provide them with the recovery backup.

Al
  3rd of Oct, 2015
-2 Votes

I have a two-year subscription with Answersby. I recently had a problem in which two programs conflicted, and I wanted to remove one of them. Answersby worked on my computer for quite awhile, and then told me I would have to completely reinstall my operating system. That was a last resort for me. I contacted another tech support, and the problem was completely resolved in less than five minutes. When I rebooted my computer, I saw that a new user had been added to my desktop. By the date I could see that AnswersBy was responsible as they were the only ones beside myself who had been on my computer that day. Access was possible without a password. Many of the programs and files were from my administrator account. I also saw a list of favorites for this new account which were not related to mine. I would like to know what was going on. I have used other tech support many times, and I have never seen anything like this.

Ap
  20th of Dec, 2017
0 Votes

@Alexi156 I've been there too...
In fact, www.logmein123.com is a way to hack your computer with your permission, after getting paid with your credit card...the code that they provided you with is a malware and a Trojan.
Spread the word and save people's lives and money.

Ed
  21st of Dec, 2015
-1 Votes

PLEASE make your reports to the Better Business Bureau. Terrible company very little help. I had an internet problem and got automatically rerouted to them. They could barely speak English, it was broken and distorted. I did not catch that they do NOT provide in-house help/repair. It took 3 days and/or 20 -30 minutes to get them on the line... I usually called them on "speaker phone" so I could do other things rather than just wait... this was the norm, not the exception... if I wanted to fix things myself, other than the obvious wipe clean and restore initial settings, why am I paying them $149/year for two years??????????????????

Please make your reports to the BBB.

Thank you.

Do
  25th of Apr, 2016
-2 Votes

yes to be honest my analysis is that they seem to be a Phone and Electronic warfare group.
Their job is simple and precise, squash the call using bogus leads, busy tones, and false disingenuousness.

And while this may be uinderstandable if your a middle eastern terroristic threat it is not justified when it comes to honest everyday customers who mean no one any physical harm.

And by USCBPA(US Standards Codes and Business Practices Act) a business is supposed to give the customer the option to deal with a 3rd party. Acer gives no such option to refuse(or accept) the Answersby support(which is a direct violation).

This is a support info to the herein complaints given.
Thank you and have a great day.

Sa
  8th of May, 2017
0 Votes

Not only did they charge me 159, they did not fix my computer. I don't think they are affiliated with the pc companies, I think it's a bogus number to begin with. Then routed to them as a 3rd party "repair" company. Also today my credit card was charged 499$ from a bmx store in california. I know for a fact it was this company, so aside from the headache of cancelling my card, at least now paypal is refunding my initial 159 from 2 weeks ago. Lol. So I guess it's a win

Ap
  20th of Dec, 2017
0 Votes

@Sandralynn79 Hmmh! So it's a phone-jacking system...But if Acer is not an affiliated accomplice, they should do something about it to preserve their integrity.

An
  23rd of Apr, 2018
0 Votes

I too have had a poor experience with Answersby for my Acer computer who has you referred directly to Answersby. I was assured that my driver for my internet access was updated yet I cannot find a current date to show that it was. I allowed them to connect to my computer to look at my issue; now I am concerned about the integrity of their services. My connection to the modem is still off again-on again (it seems like every other connection). It worked for the 72 hours I had to get back to them before my ($99 minus a discount of $30) support plan expired. Seems like right after that my computer connection went back to its old self again. I called again today and they refused to make good on it and told me I had to pay again as it has been a month - some of us have other lives. I asked to speak to a manager and the technician refused to connect me but read me the script on needing to call back within 72 hours, etc. I hung up as I was unhappy with his handling of the situation. I would never use them again. Now that I am on this site I see I am not the only one. I do not recommend this company for any support.

Ab
  23rd of Apr, 2018
0 Votes

@anitall We are sorry about the experience you had with us and acknowledge the email that you've sent. We've arranged a call back from the customer relations to sort this out.
- Team AnswersBy

An
  24th of Apr, 2018
0 Votes

@ABsupport I want to let others know that you did call me and arranged for one of your senior technicians to call me back. They explained my issues (age of computer and use of WIN 10, etc.) and what my options were. I picked one and I might continue to have issue of not connecting upon turning on the computer but at least now I understand why. The gentleman, Ram, was helpful and I am satisfied with the customer service you provided. Thank you.

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