Customer ReviewsforUSTech Support

This company has a bad business model. The customer comes last. The service is terrible. First their marketing department does their best to upsell customers and then cut out once they have you signed up for a two year contract. The customer has to wait HOURS for a technician. Then the follow-up for uncompleted work is not carried out as promised. This company is endorsed by Open Text Carbonite, and they are a liability to Open Text's good reputation!I am sorry I signed on with them. My computer is still not fixed after 3 trys on different days and endless frustration. Open Text reconsider your endorsement of this terrible service!

Dear ******************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
Our records reflect that you purchased a special offer for 2-years of our USTechSupport 24/7 ******** for 1 Computer and 1 Mobile Device on 1/31/24.   We regret to learn of your dissatisfaction with our service, and truly appreciate your input about both the quality of service provided as well as your customer experience when calling us.  While we do make every effort to ensure our technicians are able to resolve each ticket in a timely fashion,there are times when we do have a higher-than-average turnaround time; we understand how frustrating any delay in resolving a problem can be.
Your USTechSupport 24/7 ******** has now been cancelled.  As a gesture of goodwill and in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable a full refund has been issued.  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. Please allow 3 5 business days for the credit to post.
Reviews like yours go a long way in helping us identify areas to improve our services - thank you for sharing your feedback with us.
If you need further assistance, please contact **************** toll free at*************.

They are not what they use to be. I believe a differant company took over. This new outfit is just a scam.

*******************************
**********************************,
**********, ** 08110

Dear **********************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.
We regret to learn you were not satisfied with our services.  Our records reflect that you purchased a USTech ******** Support for 1 Computer and 1 Mobile Device and a System Mechanic Ultimate Defense 1 Year Whole Home License on 9/11/23.  Both included automatic renewal unless you contact customer service to cancel. 
We received your request for technical support on 9/30.  A callback was submitted.On 10/1/23 a technician attempted to reach you at the number on file.  The call was answered but then there was no response to the technicians inquiry.
When you called back it was confirmed that your request had been escalated and a technician would attempt to call you again.  While we do make every effort to ensure our technicians are able to resolve each ticket in a timely fashion,there are times when we do have a higher-than-average turnaround time; we understand how frustrating this can be.
Per your request your USTech ******** Support and System Mechanic Ultimate Defense were cancelled.  As your purchase was still within the 30-day Money Back Guarantee a refund was issued on 10/13/23.

Sincerely, 

**************** 
Contact Center OperationsDirector

I have been a loyal customer of ******************** for a long time. However, this year I had to cancel my subscription because I was being charged for the service, even though I no longer had a computer. that belonged to me. I had also purchased other products that I never got to use for the same reason. Unfortunately, I fell sick, so I couldn't go out to get the laptop I was borrowing fixed by a technician. Being a teacher, I needed the laptop fixed because I had work to do. The issue was that the laptop was converting PDFs to Word documents, and I didn't know how to fix it. After canceling my subscription, I had to pay a one-time service fee of $100, which was more than what I used to pay per month. I asked the representative if there was any way I could pay less, but they said it was protocol to charge that amount. I reminded them that I had been paying for months for a service I never used because my computer was broken, but the representative said that it didn't matter. They wouldn't budge on the price, even though I had been a loyal customer for years. To make matters worse, after they took my money, I had to wait for hours for their call. It was already almost three in the morning, and I had to be up early for work, but I never received a call from them. I called back and asked the representative how much longer it would take, but they couldn't give me a definite answer. They only said that my call had been expedited, but still, I didn't receive any help, despite them taking my money. It was 3:15 a.m. so, I went to bed because I needed to be up by 6:00 a.m. If you are looking for fast service and appreciation from this company, don't waste your time. I recommend going to a local place instead.

**** DOES NOT DESERVE EVEN 1 STAR. I have been with IOLO for a few years now. And I regret staying with them and allowing them to convince me to pay alot of money for 2 years of LIVE TECH SUPPORT and several more years for SYSTEM MECHANICS ULTIMATE DEFENSE. Since paying for this in January 2023, I have called for tech support only a few times. and each time I was forced to wait hours and even days. today I called just before 3pm est. the guy said tech support would call me back by 4pm. at 6pm I called them back just to be told they would escalate my ticket and I would get a call back. I have called back several times. it is now 719pm and still no call. they will not refund any portion of my $$$ paid. this company should not be offering live tech support when they know dang well they cannot provide it in a timely fashion and they do not have a problem with making me wait. this company should be very ashamed of their business practices. I'm seriously considering getting an attorney involved because I am not getting what I paid for. and not having reliable tech support is unacceptable both personally and professionally.

Dear *************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.

Our records indicate your reordered USTechSupport LiveTech for 3 Computers and 3 Mobile Devices 1/15/23 with special discounted pricing for a 2-year prepaid subscription.  Your previous order of USTechSupport LiveTech for 1 Computer and 1 Mobile Device & Mechanic Ultimate Defense 1 Year Whole Home License was placed on 6/17/2022.   The USTechSupport was cancelled and refunded within the 30-day satisfaction guarantee time frame. On 6/24/2023 your Mechanic Ultimate Defense 1 Year Whole Home License renewal date was extended until **** at no additional charge for the extension.

We regret to learn of your dissatisfaction with our service,and truly appreciate your input about both the quality of service provided as well as your customer experience when calling us.  While we do make every effort to ensure our technicians are able to resolve each ticket in a timely fashion, there are times when we do have a higher-than-average turnaround time; we understand how frustrating this can be.

Reviews like yours go a long way in helping us identify areas to improve our services - thank you for sharing your feedback with us.

If you need further assistance, please contact **************** toll free at?**************.? 

Sincerely,?? 

****************? 
Contact Center Operations?Director

This company is very deceptive. The refund information on their website is a lie and you are not informed that there will be a monthly charge when they give you the impression that you are purchasing a product for a annual fee instead of a monthly fee. Canceled the account almost as soon as received the receipt and discovered that there would be additional charges, Trying to get the account canceled took far longer than it did to open it as they continued to attempt to talk me out of canceling. I just kept repeating over and over again, I just want to cancel and process my refund. I received the email stating my account was canceled, yet after 3 weeks, I called and was told there was no record of me calling or canceling. I never used the service and I expect them to honor the information in their advertisement

Dear *************,
Thank you for your review. We appreciate the time you have taken to let us know about your experience.

Our records reflect that on 8/2/23 you purchased a ********* Software 1 Year License for 1 PC, which included a promotional one-month free trial of our ********* ***************** each of these would renew at their regular price at the end of their respective prepaid and/or trial periods, until cancelled. 
The information about the monthly fees for **************** is stated at the bottom of every page on the website: ********* software offers partial removal of certain files which may slow down your computer or make it less private, at no additional costs. Other features require payment. ---There will be a yearly recurring charge to license ********* of $19.99, followed by monthly charges of $19.95 for live technical support. You can cancel your subscription at any time by calling **************. (Powered by USTechSupport)or via online chat, email or contact form. We regret if you found the offer unclear in any way.
The prepaid ********* Software 1 Year License was scheduled to renew 8/2/2024. The **************** would renew monthly unless cancelled.
On 8/5, your LiveTech subscription and the ********* Software 1 Year License were cancelled per your request.
We regret to learn you were not satisfied with your purchase. As a gesture of goodwill, a full refund has been issued for your ********* Software 1 Year License;please allow 3-5 business days for credits to post from the date of issue.
Your account remains closed,?and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at?**************.? 

Sincerely,?? 

****************? 
Contact Center Operations?Director

You claim to be an ******** Company yet the technician I spoke with told me he was in the Philippians? I don't want to do business with a company who lies.

Dear ******************,

Thank you for your review. We appreciate the time you have taken to let us know about your experience.

We appreciate your input regarding your customer experience when calling **.  We are a US based company but do have some customer service centers located outside of the US so we can provide service 24/7.

Our records indicate you have purchased four of our services in the last year:  ********* Software 1 Year License for 1 PC,********* LiveTech for 1 PC (monthly renewal) and GetMyDrivers Software 1 Year License for 1 PC on 7/2/2023; ********************** LiveTech for 1 Computer and 1 Mobile Device was purchased on 8/19/2023.

On 8/20/2023, per your request the USTechSupport LiveTech order was cancelled before activated or billed, as well as your ********* LiveTech monthly renewal.

Your ********* Software 1 Year License for 1 PC and ********************** Software 1 Year License for 1 PC subscriptions remain active until 7/2/2024 at which time the licenses will automatically renew unless you contact customer service to cancel.
Thank you again for your feedback, as we strive to provide the highest quality products and service.
If you need further assistance, please contact **************** toll free at?**************.?

Sincerely,??


****************?
Contact Center Operations?Director

Their technicians are trained to sell you any product they can, even if you already have it. They say they can't find record of a payment associated with my account, and yet, they have my credit card number from a year ago. They would be a good company if they were not so pushy and sneaky.

Dear **************,

Thank you for your review. We appreciate the time you have taken to let us know about your experience.

We appreciate your input about both the quality of service provided as well as your customer experience when calling us. While our agents do want to make sure you are aware of the different services we offer, we do understand this can be frustrating when you already have the service in question.

Our records indicate you have purchased several of our services in the last year:  a 2 year USTechSupport LiveTech for 3 Computers and 3 Mobile Devices on May 18, 2022 which is active through May 18,2024; a System Mechanic Ultimate Defense 3 Years Whole Home License on May ******* active through May 18, ****; a ********* Software 3 Year License for 1 PC on August 2, 2023 active through August 2, ****, and an iolo System Mechanic Ultimate Defense 1-year on August 23, 2022 which expired on August 23, 2023.

Reviews like yours go a long way in helping us identify areas to improve our services - thank you for sharing your feedback with us.
If you need further assistance,please contact **************** toll free at?**************.?

Sincerely,??


****************?
Contact Center Operations?Director

Did not realize I was being billed ***** every other month. I called ***** 24th to cancel service. The person I talked to kept offering me different services. I had to get very adamant I wanted to cancel. I never used the service. Now June 25th I was billed for two services, get my drivers , and Id protection service that I never signed up for. This was one of the services I had declined when I was cancelling my service in *****. I called and complained told I wanted a refund for ***** and the two being billed now. Was told that that was not possible. I would not recommend this company to anyone.

Dear ******************,Thank you for your review. We appreciate the time you have taken to let us know about your experience.Our records show you purchased a 1-year license for our ********************** Software and ********* Software on 6/24/2022, both of which would renew automatically at the end of their prepaid term until cancelled. Your purchase also included one free month of our 24-hour Technical Support,?LiveTech, which would renew monthly until canceled. With no request received to cancel your LiveTech subscription prior to its scheduled renewal, monthly billing began on 7/24/22 for this service, and continued each month through 4/24/23, when your **************** was cancelled as requested. We regret any misunderstanding about which services you wished to cancel at this time.On 6/24/23, your yearly licenses for GetMyDrivers Software and ********* Software were renewed. Per your request on 6/26/23, both were canceled.We regret to learn of your dissatisfaction with our services. As a gesture of goodwill and in an effort to fully resolve the matter, refunds have now been issued for your **************** renewal in April, as well as for both your GetMyDrivers Software and ********* Software renewals in June. As these refunds were not accepted to the payment card on file, refund checks have been issued to the billing address for your account. Please allow up to 4-6 weeks for processing and delivery via USPS.Your subscriptions have all been inactivated,?and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at?**************.? Sincerely,?? ?? ****************? ************** Operations?Director

The tech support is horrible. Several times I have had to wait 5+ hours for tech support Every time I have tried to get a status they tell me "Your ticket has been escalated." Yet they want me to make an annual payment up front every time. I don't do it because I like the option to cancel at my convenience. I have asked numerous times not to ask me about an annual contract but they don't listen. I feel like I am being punished for not signing an annual contract. I am currently looking for another provider.

Dear **************,Thank you for your review. We appreciate the time you have taken to let us know about your experience. We regret to learn of your dissatisfaction with our service, and truly appreciate your input about both the quality of service provided as well as your customer experience when calling us. We have made a notation on your account regarding your preference for not being offered an annual plan.While we do make every effort to ensure our technicians are able to resolve each ticket in a timely fashion, there are times when we do have a higher-than-average turnaround time; we understand how frustrating this can be. Reviews like yours go a long way in helping us identify areas to improve our services - thank you for sharing your feedback with us.If you need further assistance, please contact **************** toll free at?**************.? Sincerely,?? ?? ****************? ************** Operations?Director