Steve M.

We have no record of this person being a customer. This person supposedly had a computer-related issue which is why he may have contacted us in first place. We need more details from this person as to why he contacted us, his email address and on what date he came in to us for help, so that we can retrieve the recordings and investigate the alleged issue. As per his comment, he was asking for help with a product key, but activating software into a possibly corrupted environment is not a great idea. We follow a process that was set after several critical analysis and researches over years carried out by our audits and high-level technicians to assist our customers in a safest way by eliminating the chances of wrong diagnosis and troubleshooting that may cause other big issues to the customer’s computer.

That standard and most efficient process cannot be changed for one instance like this. We use a respected 3rd party remote access tool using that we access the customers’ computer only after having their prior permission. We diagnose using a trusted, third-party diagnostic software, whose results cannot be manipulated. This is a FREE diagnosis. We do not try to violate any customer’s computer privacy. In every online tech support process, remote session is required to diagnose and to fix the issue online and without remote session, the issue cannot be addressed.