Canada-Complaints.com » Computers & Services » Complaint / review: Maureen Hager - One Care | #7875

Maureen Hager
One Care

CASE # 10999167499

I believe it was on April 9th, my husband spoke to a technician named Lee. He could not figure out the problem but said that there were updates coming up and after the updates, the problem could very well be resolved. It wasn't resoved.

On April 11th, I spoke to a very nice technician "Sam", until 3:30ish am... at least 3 hours trying to resolve the problem. He did discover what the problem was and told me that someone from Billing would contact me at 7:00 a.m. to fix the problem. At approximately, 6:00 a.m. I received a call from Billing and Sam telling me that the problem had to be escalated and I would hear from someone within 7 to 10 days!!!

At approximately 10:00 a.m. that same day, I spoke to another technician and she discovered the problem and said she would transfer me directly to billing... again no help. This is not acceptable, as my computer is without an anti-virus. I was told that I did still have an anti-virus it just wouldn't be updating... not good enough!!

Throughout the day I spoke to a manager named "Roy" who told me that he would try to have this dealt with as soon as possible. Between a number of phone calls all telling me the same thing, and promises being made that were not kept, you can only imagine how dissatisfied I am with the service I received from Microsoft Support.

Microsoft is a well known huge corporation and quite honestly, I would think that the organization and management of a helpline would be more organized and useful and not take 7-10 days to fix!!! Do you not agree that this is a very long time to wait? In the meantime, we still don't have an anti-virus. I did receive an email telling me that you would trying to contact us... we have call display and voice mail and noone, except Roy who told us that someone would be contacting us to fix the problem, has tried to contact us. We are still waiting...

To be quite honest, up until now, we have always used Norton Antivirus and have NEVER experienced problems like this. We bought a new computer in January and OneCare was recommended.

Everyone seems to know what the problem is but noone has the authority to fix it. They keep telling us that it has to be "escalated to a higher department!!! "

Do you, as supervisors, have any suggestions how this problem can be rectified...??? Believe me, I am not at all satisfied with your service. The technicians have been helpful... but the problem is still not fixed!!!

PS: BY THE WAY 7-10 DAYS FROM APRIL 11TH IS APRIL 21ST... IT IS APRIL 24TH AND WE STILL HAVE NOT HEARD ANYTHING FROM THE EXCALATED BILLING DEPARTMENT!! We are still waiting...

Date:

Company: Maureen Hager

Country: Canada

Category: Computers & Services

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