MicroTec Support
Complaint 293136 Details

Dear Microtec Support:

There seems to be some discrepancies about my account and every time I contact Microtec Support concerning the matter I never get the same representative and someone almost always gives me a different name but with the same vocal accent. There are never any notes regarding my previous calls.

My account began in January 2013. I signed up for the Security Software and Services Lifetime Silver Plan serviced by Mircosoft Certified Systems Engineers (MCSE) with Daniel Marley. I believed Microtec Support to be a system of Mircosoft Certified Systems Engineers (MCSE) as purported by Daniel Marley and the written Mircrotec Support Satisfaction Note. However, the professionalism of this company has been egregious in customer support and accounting procedures.
I agreed to pay $250.00 for your services in January 2013 and opted for a payment plan because I am on a fixed income. Daniel Marley agreed to payments of $100.00 on January 10, 2013, $75.00 on January 11, 2013 and $75.00 on January 25, 2013. I have records showing January 10 and January 11, 2013 payments were made.
In July 2013 I called in for service and was told Microtec had been trying to reach me because of the final payment of $75.00 on January 25, 2013 had not been taken out of my account. However, in March 2013, I received support service and was not told about the issue and I did receive my service support for my computer. (However, I have no record of anyone trying to reach me concerning this accounting error). I spoke with a representative who gave his name as Daniel and I stated I did not have the $75.00 today, but was willing to make monthly payments until the $75.00 was paid in full since it was not my error but a company error, he agreed. Because it was too costly to have my bank research to see if the money was debited under a different account I agreed to 3 payments of $25.00.
The first payment came out on August 8, 2013 in the amount of $25.00 and continued through November 12, 2013. Because debited an extra payment that should not have debited from my account, I called in to Mircrotec and spoke with Andy, he stated he would look into the matter and call me back. I never got a call back, so on Tuesday, December 10, 2013 I called back and representative Mike Lawson spoke with me and stated I still owed money and I needed to bring my account current in order to receive service to my computer.
The receipt below supports the error in your accounting. In fact, I am due a refund of $25.00 because of Microtec's accounting error. Also, Mike Lawson would not allow my computer to be serviced because he said I still owed money, but is because of your accounting errors.
I expected better service from your company and today I am requesting a refund of $75.00 because of the aggravation Microtec has put me through to continue computer support service and because my computer has not been serviced to date and I have issues that need to be resolved and cannot resolve them until this matter has been cleared.
I signed up with Microtec because of the convenience of service it offered as a lifetime service for my household even if I purchased other computer's for my home; and the confidence of having
Mircosoft Certified Systems Engineers (MCSE) servicing my computer(s). However, I did not sign up for the unprofessional treatment, poor accounting recording and rude customer service I have received for the money I have paid.
I would like to continue with your service, but I am not sure I can trust Microtec will not retaliate the security of my computer because of my complaint and would like to be assured in writing security retaliation will not occur.
Please respond to me in writing concerning this matter.
(receipts for 09/06/2013 and 10/07/2013 to follow) (bank stmt for August 2013 upon request)

Thank You,
(Personal Information Removed)


Microtec's Response:
(Personal Information Removed)

Thank-you for your email and your comments are noted.

Please find below all the payments you have made to-date:

10th January 2013 - $100
11th January 2013 - $75
7th August 2013 - $25
6th September 2013 - $25
7th October 2013 - $25
8th October 2013 - $25

The plan you purchased from Microtec Support llc was for $250, although it’s not company policy to allow such a considerable time to discharge payments, we have provided you the opportunity to pay the plan off in what you feel was affordable to yourself even though it’s taken just under a year to pay the full amount off.

Thus taking all the payments into consideration, you have paid the plan in full and are owed a refund of $25.

I will ensure your card is credited with the $25 by this Friday.

Please continue to use the services as your payment file is now closed and you will not be reminded for any out-standing payments.

Please also note that your plan was purchased on the 10th January 2013 hence it will expire on the same date next year, I will give you a complimentary 3 months of service for any inconvenience caused, but please ensure you renew your plan by 10th April 2014.

If you have any queries, please do not hesitate to respond to my email

Regards,

Brenda Smith
Accounts Dept
Microtec Support LLC
239 247 5552

My Response:

Dear Brenda Smith:

Thank you for your email. However, the plan I purchased was a one time payment lifetime plan as explained and written to me by Daniel Marley, and the plan would have been paid off in the month of January 2013 had Mircotec Support LLC followed the payment plan agreement laid out by Daniel Marley which Mircotec Support LLC sent to me via email.

Thank You,
(Personal Information Removed)