My name is Brandon Fowler and I work for Nevada Outdoor Living in Henderson Nevada. Nevada Outdoor Living and it's partner company Vista Landscape Center in all actuality is run with Dell Computers. We have remained faithful customers and just recently upgraded both of our entire companies with new Dell PC's. Just recently on June 21st 2013, we started having some major issue's with one of fairly new, older Dell systems. We followed Dell's technical support from there website regarding fixing issues with a PC. The service tag number was provided to the official Dell PC support site, we were notified that the fairly new PC was no longer under Dell's technical support agreement.

We were presented with an option to renew our Technical Support with Dell. Little did we know that this agreement was not even with Dell. It turns out that Dell transfers you from their official Dell reps to another company that's not even located in the States. At this point in time we were unaware that we had been transferred to a totally separate company that isn't even considered to be a sub-contractor of Dell's technical support services. Please understand that financial transactions are carried out on our business systems and now we have been transferred over to a company that we think is the Official Dell Technical Support company. BrainByte was the company we had been transferred to without even being notified, we were asked if the technical rep from BrainByte could remotely connect to our PC and diagnose the problem.The BrainByte technician connected with our PC then went on to say he had found some issue's and that we could either pay a one time service fee to fix the problem once or get a 1 year technical support service subscription. After some consideration we decided to go with the one year agreement. We finally found out it wasn't even Dell after purchasing a year subscription.

For almost over three weeks we had numerous BrainByte technicians try to fix our issues, having to explain the problem each and every time we called because we never received the same tech. Communication was difficult and misunderstandings were happening consistently. After each remote session we were asked to basically lie and say the problem had been resolved in order for the technician to release remote control over our PC.  I told the technician each and every time that we couldn’t be sure that the problem was actually fixed until after we had used the system for a brief amount of time. After multiple sessions with no success in resolving the issue we decided to buy another new Dell PC. We asked for a refund and after a week of trying they finally offered us half of our money back. This is unacceptable and misleading and needs to be addressed.