iolo
Complaint 141092 Details

I purchased Drive Scrubber 3 to wipe my c drive before donating my computer, but the software failed to operate properly and kept putting me in a loop that asked me to re-boot time and again. I have been trying to obtain technical support but seem to be dealing with a fantom.
My complaints are:
1) Iolo's accessibility by phone is very elusive and costly. They don't provide a 1-800 number unless you pay. The alternative is the standard number (323-257-8886) which produces long waits at the expense of the caller. The last time I called I gave up after 20 minutes of the clock ticking away the dollars.
2) Iolo's idea of technical support is to tier their system. First you get a Level 1 technician who can't do much for you and refers you to Level 2. Level 2 is similarly unequipped and asks you to provide all kinds of info about your computer (RAM, etc.) so that Level 3 can help you. You do so, then you sit and wait with no response as to what the next step will be.
3) One support person tried to sell me some Microsoft technical support software instead! Is that Iolo's idea of customer care?
4) My 4th complaint is a minor one but nonetheless irks: Iolo's call centre, like so many others, is in another country where the language use and the accent are difficult to follow. The live persons at the other end were pleasant enough and rigorously trained to be polite, though it's pretty obvious that they are parotting a learned line. Not good. One wants competence, spontaneity AND sincerity.
In sum, everything is put on the back of the consumer: money, time, level of frustration, etc.