Customer support, where are thee?
In a way that I can’t recall now, I ended up on the web site of a company called PC On Point. Browsing through their site I found a design error in which a click on some of the buttons on the download page did not lead back to where it’s suppose to, but instead to the same page (html file) under a different subfolder, which resulted in a “404 - Not Found” error. According to my warn the webmaster policy, I sent an email to the the company’s support email address.
This is the email:
From: X@X.com
Reply-To: X@X.com
To: support@pconpoint.com
Date: Jul 11, 2005 12:48 PM
Subject: Website errorHi,
When browsing your website I found an error.
After going to the “Download” page, clicking on any of the menu items
(Home, Overview, Contact) will try to link you to the page in the
download subfolder instead of the original page at root. So clicking
on Home will send you to: http://www.pconpoint.com/download/index.htm
instead of http://www.pconpoint.com/index.htmRegards
Amit Morson
http://www.techmount.com
Needless to say, this is a simple matter, a one minute html correction and nothing more, so I didn’t give it a passing thought.
Two and a half hours later I received the following response from pc on point support:
From: support@pconpoint.com
To: X@X.com
Date: Jul 11, 2005 3:17 PM
Subject: Re: Website errorHi,
We are very sorry to say that we don’t see any paid order from your name or email address,
Can you please let us know the exact name or email address you used at the time of ordering or your order number.
Or did you get registration receipt? if yes … please forward that to us.
This will help us assist you better.
Thanks!
K.K
Now, I’m not a customer of PC On Point, never was, and as you will soon find out never intend to be. Stunned from their reply I quickly replied with this email:
From: X@X.com
Reply-To: X@X.com
To: support@pconpoint.com
Date: Jul 12, 2005 1:04 AM
Subject: Re: Website errorAre you joking? Did you even read my email?
I was hoping that this response will prompt a real human to answer the mail. As you may already understand it wasn’t the case.
This is the response I got this time:
From: support@pconpoint.com
To: X@X.com
Date: Jul 12, 2005 3:33 AM
Subject: Re: Website errorHi,
Sorry for any inconvenience.
PC on Point Easily finds the cause of errors that result in PC problems.
It Fixes any/all sort of corrupt files hidden in your computer and lets you Avoid reformatting and common reboot errors.
It safely repairs errors on your computer, removes bugs and restores the overall performance and speed of your PC.It also addresses errors that cause general slowdowns, system freezes etc.
As, Poorly designed software can easily leave traces behind, so applications you removed in the past can still be cluttering up your computer.
These PC problems are usually caused when you improperly install/uninstall software. Minor things like shortcuts to non existent programs, redundant files, invalid application paths result in bugs and errors that can cripple your computer.
It easily rectifies all the following issues with your system as well (with ease).
# Missing file associations, Missing startup programs, Invalid device drivers, Invalid application paths, Missing DLL files.
# Missing help files, Missing system fonts, Invalid Shortcuts, And many more PC problems!So, If you wish to Try our software please go to : http://pconpoint.com/pconpoint.exe and if you wish to make a Purchase for PConPoint,
please go to : http://www.pconpoint.com/purchase/You can here place your order either by the means of Credit Card Purchase or by Online Check for a sum of $37.00 (Single PC License).
When your purchase is successful, you will receive two confirmation emails, one from us with your registration information,
and one from clickbank with a digital receipt for your purchase.Also, you can surf the other links of our site using the following :
Home : http://www.pconpoint.com, Overview : http://www.pconpoint.com/overview.htm, Contact : http://www.pconpoint.com/contact.htm
Please let us know, if we can help you any further.
We are always here and happy to assist you better.
Thanks!
H.K
Something is seriously wrong with this company’s automated response system. It either doesn’t recognize real intent, which such systems should be able to do, I know because I worked for a company who created one; Or it isn’t tweaked right; Or even worse, that the system will never send any incoming mail to be handled by a human agent.
Trying one more time I sent the following email to a few additional possible recipients:
From: X@X.com
Reply-To: X@X.com
To: support@pconpoint.com, admin@pconpoint.com, webmaster@pconpoint.com, sales@pconpoint.com, business@pconpoint.com
Date: Jul 12, 2005 6:45 PM
Subject: Re: Website errorHi,
Since your support email is continuously answered by automated canned
responses that have nothing to do with the subject and content of my
email. I will try to direct this correspondence to a few other email
addresses in your organization, and maybe than I will get a human to
see this. After all it is YOU who are suffering from the website
errors and the inadequate (yes, it IS a very big understatement)
communication with your customers.Regards
Amit Morson
Of the five emails, two bounced back, sales and admin (what? No sales email???), two were not answered to this moment, webmaster and busines, and the single answer came from support again. This last interaction is a little confusing. On one hand it’s unlikely that any serious company will not direct incoming emails to sales@ and admin@ to anyone within the company. On the other hand, a small operation will not budget an automated system to answer emails. So, what gives?
As expected not much have changed in the manner of response:
From: support@pconpoint.com
To: X@X.com>
Date: Jul 12, 2005 8:36 PM
Subject: Re: Website errorHi,
Our software name is PC On Point.
PC OnPoint scan your PC’s registry for invalid references, and correct them, which will result in increased computer speed and a better browsing experience in general.
The cost of PC OnPoint is $37+ tax.
This is our one time payment scheme and you are having our lifetime subscription.
You won’t have to pay any more monthly/yearly charge or any other extra hidden charge.
You can use our product as long as you wish.
We also provide after purchase technical support to our costumers for absolutely free.
You can purchase our product only either by Credit card or by Online Check.
Please try the following:
http://www.pconpoint.com/purchase
When your purchase is successful, you will receive two confirmation emails, one from us with your registration information, and one from clickbank with a digital receipt for your purchase.
Best Regards
K.K
With no intention of investing any significant amount of time in this I browsed around to find details about the company and product. As expected (again), the application is not better than the support. Here is what some people say about it:
I DL’ed the app and ran it. It found 205 “problems” , but said it would only fix 95 of them in “unregistered” mode. I told it to proceed with the fewer number of repairs, but it nothing whatsoever. I re-ran the program and it returned the same results, obviously not having fixed anything. As such, I feel this thing is a shady app.
I also have tried out this program and found 238 errors, even though registry mechanic didnt find the ones that pc onpint did find. im very confused
I also downloaded the app only for it to tell me I have 320 problems of which only three can be fixed unregesterd. Well, it did not do a thing as to fix. I sent them an E-mail as to warrantee or refund if I’m not satisfied, I also asked why it was showing me me all these problems. I included the fact that Norton, Spysweeper, Trend Penicyln or spy-subtract came up clean with no problmes. They E-mailed me back a link to the page to buy the software. This was a waste of time as I already new how to buy it, but they did not seem to even read the E-mail I sent with questions. I’ve since E-mailed them one more time asking them to read the E-mail first before sending me something I do not need. So far, with that kind of service, rest assured I won’t pay for it unless they give me some answere’s.
Some other commenter went ahead and called it a “Shady business”. In this case, the comment might not be very far from the truth, at least it seems the company and it’s product are not very serious about doing business.
A lesson is to be learnt here. If the customer support is bad, that’s exactly what the customer-to-be will expect from the product. A bad customer support interaction will lead to a lost customer.
Update: On July 22nd I received the following email:
Amit,
Thank you very much for bringing this to our attention
Best Regards,
-Michael
Too bad it takes so much time to get a human reply. I don’t know from which of the email addresses my last email was picked up since this last reply came from the domain web2.noadware.net
July 14th, 2005 at 11:26 pm
[…] Morson is frustrated when his good natured suggestions to a Software Company are met with canned responses Permalink Leave a Comment […]
July 15th, 2005 at 12:02 pm
I’ve been dealing with customer support like that for years and it seems like they never learn. I just can’t believe they do not understand the importance of it.
July 27th, 2005 at 5:52 pm
I also have had the same problems with this Company but sadly I purchased the program before knowing it was faulty. Even the Support within the program does not work.
July 28th, 2005 at 7:44 am
I cannot get regristration # to paste & cut to my regristration. Order # is 1035458. I’m going to very discusred if something don’t get done…..
July 28th, 2005 at 9:56 am
[…] ;m back Customer support, where are thee? Updated I just updated this story. This entry was posted on Thursday, July 28th […]
October 8th, 2005 at 11:12 pm
I am not at all surprised at the responses you recieved from this bunch, or the fact that, as I suspected when I saw their website, that this is another off-shoot scam of the NoAdware buch. Anyone who downloads or pays for this junk is immediately buying into trouble. I am a former customer of NoAdware, and it can give many false positive scan returns, and I don’t doubt that this junk will do the same, plus who knows what to the registry. Caveat emptor!
J. Lamoureux.
October 11th, 2005 at 11:22 am
Removed Nortons Internet Security 2003 –tried to install version 2005
received an error message — Couldnt install 2005 version number of problems on hard drive — downloaded your program all problems were fixed tried to install Nortons internet security again and it failed again
Hope this makes sense and thanx but pls help
October 28th, 2005 at 1:38 pm
Help, I just purchased Panda Platinum 7 Anti-Virus program. When installing, it stops me saying I must remove McAfee program files before I can install. I do not show McAfee installed on my computer. I did have it a few years ago, but went with Panda last year. I had no problem installing that, but now it is expiring, so I upgraded to Platinum 7. I have recently purchased a new computer and had all files transferred from my old computer. In speaking with Panda, they say I may have files remaining in the system. They sent me info on your tech website, which I visited and downloaded your free PCOnpoint. It showed 764 errors. When I asked to repair, it said the free software would only repair 100 errors, so I purchased online your PCOnpoint program. I ran it and it corrected all errors except 3. When i then tried to download Panda, it stops me still saying I need to remove McAfee files. What do I do? Please help
October 29th, 2005 at 10:54 am
I have registered and downloaded ClickBank–Order No. CNKMGHTJ. It has removed all but one problem. After a second scan, it still says “Complete Registry Scan 1– There are invalid references located throughout your entire registry.”
Why are these not corrected?
November 4th, 2005 at 3:57 am
when i ordered your product i was carged twice, $37 each time. I would like to get one of the charges credited back to my bank acct.
November 6th, 2005 at 11:33 am
I have similar problems in getting nonsense replies to my email asking for help with removal of a startup error message (svchost.exe). First, they asked me to download diagnostic.exe and send them the result. They sent me (after repeated requests) a step-by-step method of altering the registry. This did not get rid of the error message. Then they asked me to take a snapshot image of the error message. There was no reply to emailing’s about this. Finally they get back to the beginning with asking me to download diagnostic.exe. again! It was exactly, word-for-word the same response I got from them the first time. Unfortunately I have already paid for this PConPoint, or rather BSonShovel!!
November 8th, 2005 at 5:33 am
I wish to cancell my subscription
November 13th, 2005 at 5:40 pm
I have paid for the PCONPOINT software and have not recieved the software yet! Order #33941-September 16, 2005! Thank You!
November 19th, 2005 at 2:41 pm
I have paid for this product and I am unable to use it. my reciept # is 78m2d9L8 Can I expect a response to my problem or is this a legal problem….
December 1st, 2005 at 4:58 pm
dear pc on point;
I purchased pconpoint Dec-2nd.2005 Registration Code #42842-35835-22747
Order number:1103440
And also the extendedservice#-
http://www.pconpoinbt.com/download-eds.php?
eds=5825097005
MY QUESTION IS– How long do i have this product? Inother word’s when does it run out of service.
Best reguard’s Dale McIntyre
December 7th, 2005 at 10:48 am
I tried to order your cleanup software and at the
“do not back up - you have already been billed” page I clicked
“click her to complete your order” i clicked and
My computer crashed! What is going on? how do I get the soft ware?
Needless to say… No software, NO pay!!! Mac McMillan
December 14th, 2005 at 8:17 am
I was just as Big a sucker as most I guess, But I received my money back, by going back to thier website, about 15 times. And then calling my credit card company,and reported my tranassintion as a fraud, and my credit was replaced. Then I removed all pconpoint programs from my PC and sofar, nothing for the worse or better. good luck.
December 17th, 2005 at 3:13 am
I downloaded PCONPOINT software on 28th Nov 2005, my order no is 1101447
Unfortunately I had a crash on the computer and the only recomenedation was a complete clean and reprogram of the hard disc.
As I did not have a CD of your program I was unable to reload the program can you tell me how I rectify this situation please.
ClickBank`s Purchase Receipt is GY9YZM8
Jim Barlow
December 18th, 2005 at 9:46 pm
I sent you an e-mail and you sent a reply which did not work so im sending you what it said.”Microsoft Visual C++ Runtime Library Runtime Error.
Program:
This application has requested the runtime to terminate it in an unusual way. Please contact the applications support team for more information. I purchased a game from Bigfish Games, The Atlantis and almost into the first 3 secounds of the game this error comes up. I have notified Bigfish and Micro.soft and they are passing the buck. I have downloaded the latest version of Direct X and drivers. So im at a lost.
December 21st, 2005 at 12:00 pm
I just installed pconpointv2.o on my pc everything went well and they gave me a regristration number. They also informed me that I will be billed for 42.95 for this program. I have one problem, I cannot find where to put the regristratrion number to start the program. It will not show the page to install the number.
December 21st, 2005 at 12:42 pm
This is the second time I have tried tried to find where to put my regristration number and I keep getting the scanning screen. I have restarted pconpoint software but it does not give me a register option at the bottom of any screen i put up. You took my credit card and also received conformation that this was ok. Now help me regrister the program so I can get the full benefit of correcting errrors on my pc.Please help!!!!
January 1st, 2006 at 9:13 am
Is there any use to replying to this e-mail. I have replyed to it numerious times and have not got any satisfactory answers yet I paid for the program that I never recieved and am very sorry at this point that I ever responded to your offer, I feel that this is a big rip-off. and if there is anything that bothers me more than getting ripped off I really can’t think of what it could be. You make me feel as though I can’t trust anyomne selling their products through the internet, It will be a long time before I try to buy anything on the internet again. You have really taught me a great lesson, and for that I thank you. You have probably saved me a bundle of money from all you rip-off artists that think that you can sell without having a product to sell, fast money for you and spoiled business for everyone else, makes you feel good about yourself I’ll just bet….
January 2nd, 2006 at 6:50 am
pconpoint links did not download after purchase.
January 5th, 2006 at 1:33 am
I just bought this program. Unfortunately I did not first read about other customers experience. Got registration info with my name correctly printed and a registration code. When trying to register I get the message “Invalid User name or Registration key”. Obviously this is a fraud!
January 8th, 2006 at 7:51 am
I bought pc onpoint order#1117722 on 12/29/05 clickbank order#vp6mj9r8. when i tried to open om computor on 12/30/05 it would not respond due to my downloading of pc onpoint. it cost me $150.00 to get my computor repaired. therefore i want to cancel my service to pc onpoint and have you refund $41.95 back to my credit card
January 8th, 2006 at 5:20 pm
This is a followup to my first note here. After about a dozen emails to support at PConPoint, they finally did refund my payment via PayPal, but it was a chore.
January 14th, 2006 at 6:08 am
i cant down load your program which i paid for
reg.code 44921-17678-43875 order # 1128480
January 27th, 2006 at 11:22 am
I did download your program and was charged 2 times on my card, this hads me puzzled can someone answer this for me? Trying to get some resolution to this. Registration code # 77316-44831-37942. thanks for your help.
January 27th, 2006 at 12:18 pm
I JUST PURCHASED PC ONPOINT AND AM TRYING TO REGISTER. BUT I SOMEHOW DIDN’T GET THE REGISTRATIOPN NUMBER PRINTED OUT . NOW I CAN’T FIND THE PAGE WHERE THE REGISTRATION APPEARED. MY ORDER NNNUMBER IS S6TXNFV8. CAN YOU PLEASE EMAIL TO ME MY REGISTRATION NUMBER?? MANY THANKS. JRL
February 6th, 2006 at 10:53 am
Is anyone out there?! After reading the comments made by your subscribers, I doubt it. My conclusion is that your software does not work and I have wasted 41 bucks. What is your reply to that? I would loved to be proven wrong.
February 6th, 2006 at 10:54 pm
Lost registry number
February 7th, 2006 at 5:04 pm
I have in the past two days sent e-mails to some friends and the system answers
me “Error” What could I possibly do to send these messages .
February 13th, 2006 at 6:39 pm
Nothing but problems since I purchased Pconpoint. Endlesses crashes.Their suggestions do not solve the problem.
February 13th, 2006 at 11:23 pm
Thank you for your warnings.
I followed advice on investigating software before installing it and came across this page after a search via Yahoo! It seems I’m one of the lucky ones that haven’t yet paid for the software.
If the Company is any good it would have responded to these comments and posted explanations or a link to help-page to alleviate customers’ problems. However as either their customer support appears unable to do so or worse their software really is as bad as it appears then clearly they’re unable to do so.
Thanks for posting these comments- if the company had any validity or care it would have at least tried to answer them.
Dominic
February 14th, 2006 at 3:44 pm
I have spoken several times to someone or something named “Joe” I have paid for PConpoint and dowloaded the temporary form and when I went to register it the registration wouldn’t paste could someone please tell me what is going on or is this a money gimmick too?
February 17th, 2006 at 10:13 am
I HAVE BEEN TRYING TO GET TO THE PROPER WEB SITE CAN YOU EMAIL ME WITH THE ADDRESS.I AM REGISTERED AND BOUGHT YOUR PROGRAM.MY REG#77924 34487 47352
March 23rd, 2006 at 10:43 pm
Yes, I just bought your product but my eldest son accidentally press the
restored buttom of my computer. Now , I’m trying to use this product to
clean my unit, but now I cant access this product anymore.Please give an advise ?
This is my Registration number : 13714-14717-44727
Order number : 1163984
Click Bank order # :C4VL4WPO
Please help me to resolve this problem. THANK YOU JOJO……
April 4th, 2006 at 9:17 pm
Wow, the company seems to be forwarding their own complaint email to your blog comments now. Very professional.
April 9th, 2006 at 3:05 am
I was seriously thinking of purchasing this product and almost pressed “Buy”, but I searched the web for “pconpoint” and found this site. I am grateful to you for taking the time to battle these crooks. I am sorry for those who have been caught in their web.
Thanks to you and also to them for taking the trouble help me save my money.
May 1st, 2006 at 9:27 am
On the 21st April i purchased a PCOnpoint license and it said to download, I have’nt been able to do this as I dont know how , but the problem with my PC seems to be with wanadoo ,when I can get hold of them on the phone. My Registration Code is 18842-27145-2262 Order No 1177117 I have been charged for this service, do I get my money back as you were not able to help me. J. Le Boutillier
May 1st, 2006 at 9:29 am
My registration code is 18842-27145-22262 Order No 1177117 Order date 21st April 2006. I was unable to download do I get my money back. And the problem that you were unable to help me with seems to be with wanadoo, which I need to get hold of them on the phone.
May 11th, 2006 at 6:31 am
I had purchased and registered PC onPoint and reciently had to do a pc recovery and did not get a register number. I don’t think it would be fair to pay for that purchase again.
May 17th, 2006 at 12:54 pm
How are these complaints appearing here?
June 14th, 2006 at 1:33 pm
Purchased on order#1153487
Order Date Feb-24-2006
I need to re-install.
HOW?
Burt B. Baustert
June 27th, 2006 at 12:28 am
after scanning and repairing i still have 204 windows fonts problems
July 3rd, 2006 at 6:13 pm
I purchased this product.(dummy) It Supposedly found
288 errors. When I restarted my computer my Fsecure
antivirus software went bonkers. I deleted my software
and attemted to reinstall it only to find I could NOT!
Then I got a message from Microsoft saying that my software was not compatable with WindowsXP.
Would love to rip some Heads off.
Signed,PISSED OFF!
July 9th, 2006 at 3:51 am
Thanks guys, I was looking into this program, because it said I have over 100 registry errors and I use registry cleaners on a regular basis so I don’t see how I could. For that price I think they could offer you more than a registry cleaner and it sounds like this registry cleaner crashes your computer.
For all the people that want a free registry cleaner take a look at TweakNow Registry Cleaner (they have a free registry cleaner and one that you have to buy). Also take a look at regseeker (but be very careful when using that registry cleaner), but it is free.
July 10th, 2006 at 9:13 am
I have lost my PConPoint due to son in law cleaning my computer out with no back up I need to find my account and redownload
August 29th, 2006 at 10:27 am
I just ordered pconpoint and cannot get it to work. I deleted all of it and reinstalled but still cannot get it. I followed your instructioins exactly. In one more hour I will cancel the credit card order!
registratuion code 21642-54423-82767
telephone 541-479-6126
September 15th, 2006 at 11:07 am
Not sure who has the ” missing marbles ” but all I require is a back-up disc if you would be so kind as to reply asap.
September 19th, 2006 at 2:32 am
‘Programs’ like pconpoint are all scams. There are so many of them now its getting really difficult for users to locate legitimate programs.
But they are all basically the same:
- free download
- find lots of problems
- ask for money to fix
- later ask for more, and more, and….
Before you download anything always do some research:
- do a whois and find out where the site is registered
- can you find address & telephone details
- search for reviews of the program. BUT BEWARE they generally have other sites with reviews of their ‘products’ saying how great they are. Go to magazine sites for reviews
- try and contact the company.
My advice is to stick with a well known company e.g.
(free) Anti-virus: www.avast.com
RegClean: my advice is don’t even think about it, unless you are really confident about what you are doing. If you are then consider…
Macecraft www.jv16.org
October 1st, 2006 at 11:27 am
hi, thanks for ALL warnings, wonder if this is the same outfit from Ozie or is this Ozie, another genuine outfit???
December 27th, 2006 at 9:11 pm
clickbank…
Powerful Tactics To Promote Any Affiliate Program Instantly
How…
January 14th, 2007 at 10:02 am
In attempting to register I was asked for a registration key & I don’t know what is needed. Please advise.
January 24th, 2007 at 11:50 pm
I will make a valid attempt to take care of what is neccessary to clean up the acts of inconsiderate, ignorant, worthless companies that TRY to take advantage of trusting, consumers like yourselves and I. It is too bad that companies like this are allowed to stay around. DONE DEAL!
May 27th, 2007 at 5:11 pm
Did any of yous that lost money ever once consider that you can all get together and go after this company. Maybe trying to get help, support or your money back is causing alot of stress and could be worth a nice settlement.
November 21st, 2007 at 6:08 am
I am using pconpoint now for over 2 years and i love it
it realy works well and i had no problem with the registration at all. that was version 2.0
i reasently downloaded version 4.1 and instaaled it and it did not needed any registraion number.
maybe all you people out there should try to install verson 2.0 first and enter the registration number and then juist install version 4.1 i hope it will work for all you disbelievers.
i use a PC and windows XP pro and norton system works as well as spybots teatimer and my system works wonderfull. so just go ahead and try it that way
good luck