Public Mediation

ustechsupport.com-Dispute-#4895165

S. M. vs. Ustechsupport
3340 Ocean Park Blvd. 3rd Floor, Santa Monica, California, 90405, United States
Amount Involved: $199.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 4895165
    • Amount Involved: 199.00
    • Filed On: Nov 27, 2012
    • Posted On: Dec 08, 2012
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Contract / Agreement / Promise dispute
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"I was having issues with my computer (running slow, error messages, etc). I purchased their services which they guaranteed would improve the speed of my computer and get rid of the error messages I was receiving. I was also having trouble playing a certain game that I love from a site I am a member of, and they promised to resolve that issue also. Well, none of the above took place. My computer is still slow, I am still receiving error messages, and I still am unable to play the game that I love. I was told that if I was not satisfied with their services, I had 10 days to report it and I would receive a full refund. The original purchase of their services was $199.00. I was not satisfied with their services and called within the 10 day period to get my refund. Not only did they not improve the performance of my computer and resolve the issues I was having, but they kept $100 of my original purchase price. So basically I gave this company $100 for absolutely nothing! I would appreciate a FULL refund from this company like I was promised."
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Additional Communication Between Claimant and Ustechsupport Hide
  • Dec 19, 2012, USTechSupport (responding party) added:

  • Dear Ms. McQueen,

    Thank you for contacting us through PeopleClaim.com. We take these complaints very seriously and appreciate the time you have taken to let us know of your concerns.

    A review of your account indicates that we initially billed your credit card $199.00 on November 24, 2012. On November 29, 2012 you called and requested a refund at which time we issued a refund in the amount of $149.25.

    We sincerely apologize that the work we completed on your PC did not meet your expectations. In an effort to fully resolve this matter, we issued another refund in the amount of $49.75 to you on December 14, 2012. You have now been fully refunded.

    We hope this information is helpful to you.

    Sincerely,

    April Vassar
    USTS Consumer Affairs Team

What Claimant Wants Hide
1. Refund: Purchase of guaranteed services Nov 29, 2013 $199.00
Cash total : $199.00
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Respondent's Counteroffer

There has been no response to this claim from USTechSupport. This claim will remain posted until resolved
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  • Comment: by Yvette Cave — Online mediator
    • On: 12-11-2012
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  • As Sarah said, you don't state which services/software you purchased and I was reading through the Terms of Service that you must have accepted upon use of their service. I found that it states the software/services may not fix all problems and that you can purchase an additional service (LiveTech) that may fix the problems. It also says that even though certain registry entries (which slow the computer) have been removed, it is still possible for the registry entries to re-appear. It says, too, "However, it is possible that Registry Cleaner could misidentify legitimate registry entries on your computer as errors and, in removing them, could cause serious damage to your computer." I found the same refund guarantees that Sarah quoted. You can get a full refund in thirty days, and for LiveTech you can get it within ten days. If you purchased the LiveTech, they may have pro-rated your refund and that was the reason for only receiving half of your refund. I would also suggest calling/writing them and asking why they only gave you half.
  • Comment: by Sarah Baxa — Online mediator
    • On: 12-09-2012
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  • It seems this company has a few different services and software download options. As I am unsure which ones you purchased and the specific terms that you agreed to, I found that under their terms, you are entitled to a refund within 30 days and that if you paid for LiveTech services, you have to request a refund within 10 days. I did find this in relation to LiveTech however: A LiveTech refund: may be pro-rated depending upon the operations we completed; will not be granted if we determine in our sole discretion that, due to the condition or your computer or the nature of your computer problem, our reasonable efforts could not resolve the problem; and will not be granted if you simply change your mind and decide that you do not want to purchase LiveTech.

    Also in reviewing their terms, the basic gist of it states they are not responsible if the problems are not completely resolved. That is stated several times in the terms and also in a small disclaimer at the bottom of the ustechsupport.com website. I am unsure why you were given a partial refund but I would request the reason in writing and review the terms that you agreed to. You are requesting a refund of $199 for guaranteed services but if you have already received half of that, your request should be for the remainder. It also concerns me that you have stated "guaranteed services" which I did not find stated anywhere on their website or in their terms. In fact, the company goes out of its way to say they don't guarantee their products will resolve your computer issues. I hope you can work something out to your satisfaction. Good luck.
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