Scary Technical Support Situation

Question

Edralyn, you gave me very good support and handled my issue. However, I have continued to report the criminality I encountered as a result of my support chat with the following information on Forums, Facebook, etc. I am serious about getting this addressed. To recap: I was on a Support Chat regarding my system clock not working. The chat was initiated through the Dell support portal using the Dell chat window including remote control initiated with the GoToAssistStarter application downloaded from the Dell domain. I had to step away from my computer for an hour but didn't want to lose my place in line or start over (it had been over two hours already). The Technician said he would call me back and ended the chat. The phone number I gave when I initiated the chat (in case we were disconnect as is required to log in) was my cell phone. I asked the Technician to please call my work number instead and provided that number in the chat window. I did get a call back in an hour on my cell at first. From and unknown number. I said my phone was almost dead and the person called me back on my work number (I did not have to supply the number, he already had it). He directed me to download a different program from supremofree.com. I did. He remotely controlled my computer, asked me about my virus software and showed me various errors and said I had to pay $160 for a subscription (lifetime) for Windows Defender and that that was why my clock wasn't working, my updates weren't installing, etc., etc. It took me a minute to catch on (and I am a savvy vet with computers). I asked if this was some sort of Windows 8 thing? Why wasn't this included in my purchase or an issue with my other computers? He ran ipconfig and said the issue was unique to my IP address (the generic address assigned by my router).  That's when I got it. I told him he was a criminal and to get off of my computer. I hung up and shutdown. I called back Dell Support. I was helped with my initial support problem and reported the criminal activity. They did not seem alarmed. They said there was no record of my prior Support Chat.  On the later Support phone call, I not only explained the situation to the Technician but I insisted on speaking to a Manager. I then also called a different support number with a 512 area code what I assumed was USA Customer Care. I similarly escalated my report. Again, the response was brush off and unreassuring. I felt I was not believed and that nothing would be done about it.They did not take my information seriously. Gave ridiculous explanations. This is an incredibly scary issue that needs to be addressed and, frankly, I feel morally obliged to ensure that it is. THERE WAS A CRIMINAL ON THE OTHER SIDE OF MY DELL SUPPORT CHAT. DEFINITELY! He knew my name, my computer problem, my cell and work numbers, called back at the appointed time, etc.. Only things I had told the Dell Support Chat Technician. I run the I/T at my office and have purchased many Dell products and recommended them to others, I live in Austin, blocks from a major Dell campus. They are an amazing corporate citizen in this area. I have used their support services and have been a happy customer. But this is startling and requires disclosure and attention. Please let me know that this is understood as to its gravity as I feel I have an obligation to warn Dell and Dell consumers and will continue to share this information until I am assured it has been addressed. Sincerely,Stacy

stacylee12 · Answer

Additional information:

On the later Support phone call, I not only explained the situation to the Technician but I insisted on speaking to a Manager. I then also called a different support number with a 512 area code. I similarly escalated my report. Again, the response was brush off and unreassuring. I felt I was not believed and that nothing would be done about it.

dlauring · Answer

This seems to be happening a lot.  Someone reported on another Dell complaint forum that their father was conned into paying $600 for virus removal.  Worse the person he contacted, through the Dell support system, convinced him he needed to do it for his Asus laptop too and installed an illegal bit torrent version of Microsoft Office.

zbestwun2001 · Answer

dlauring, False. That customer did not go through Dell channels. We worked that case. Yep, I remember that one.

DELL-Chris M · Answer

dlauring, False. That customer did not go through Dell channels. We worked that case.

zbestwun2001 · Answer

dlauring So do you feel that you had a legitimate Dell Tech on the line trying to doing this illegal stuff to your system? Z..........

Customer Care

Was this post helpful?