Rescuecom / I hope somebody puts a stop to this rip-off business
I am enclosing a copy of correspondence I have had with Rescuecom. I hired them to repair my home computer which had been hit by a virus (Virus Heat). After 3 visits and $1086 in billing the technician came back on a "warrenty call" and after 6 more hours said the computer would no longer boot up and there wqs nothing he could do about it. Finaly they refunded me $348 on my credit card. That was the best I could do with talking to the company president. I received no benefit at high cost. Recuecom advertizes that if they don't fix it, it is free but then they hide behind a $250 limit in their very wordy contract. Initially I wasn't worried because they told me it would take 2-3 hours to fix it. Then when they took 11 hours to break it they say their limit is $250. After they were gone I booted up and installed a new copy of Window. Since then (3/28/08) the computer has been working fine. Another trick they play is to have you sign a spot on the service call receipt saying you are satisfied with the work performed. The problem there it that it is "Required before the technician leaves site." When the techniican left the first time he told me it was all fixed and ready to go. Then he stood there (at $98/hr) until I signed the form. After he left I found that the computer was stuck in a restricted boot configuration and many functions would not work. Of course it took me a few hours to identify all the malfunctions.
Basically it was a big rip-off. I have found out that Rescuecom has already been a subject (unflattering) of an investigative report by a local TV station in Syracuse, N.Y. where they are home based.
Enclosed is a worsheet I supplied the technician at his last visit. I had corrected some of the malfunctions as indicated by strike-throughs.
I hope somebody puts a stop to this rip-off business.