iYogi complaint: too hard to get my refund!
Posted January 6, 2010 – 5:12 pm
I’m having a helluva hard time getting a refund out of iYogi. Today, they secured $15M in follow-on funding, so maybe they’ll be able to pay up.
iYogi refund complaint
iYogi provides remote technical support to solve computer problems and whatnot. After comparing their services and prices to several other firms, I decided to give them a try. They seemed to have something that could be pretty useful.
I signed up in mid-January 2009 — but then closed the account within 2 hrs because they didn’t service 64-bit Vista machines (which they could have made clearer on their website).
I asked for a refund and received immediate confirmation email that they’d processed it. The email appeared official and definitive.
“Based on your request we have processed the refund for your subscription. This will reflect in your bank records/credit card statement within 7 business days, depending on your billing cycle.”
Silly me, I never checked my bank account. Only last week while doing year end financial tallies did I realize that no refund ever hit my account.
Spoke to them at great length on Dec 29 – routed thru about 3 people with each needing to hear the story in detail asking the same questions again and again and again. Was finally assured by a woman that they would call back within 24 hrs to confirm refund. Never heard from them.
On Jan 5, I spent about 2 hours on phone or on live chat in a series of calls trying to sort out. They seemed to have no record of the call from the prior week or much of anything else about my account.
In each of 3 calls, they spent long time gathering my info and then transferred me to Customer Service at which point the calls were immediately disconnected. This happened 3 times in a row which can’t be put down to operator error or telephone glitch. Then I tried their main 800# again and it either would not connect at all or would disconnect me immediately before speaking to anyone.
Then I tried doing via online chat. Guy initially said he could assist and seemed quite helpful, but then asked me repeatedly the same questions over and over even though the answers were already provided and were plainly visible in the chat stream. It was like talking to a drunk person – it was surreal. Eventually, he said I needed to call Customer Service. Fortunately, he provided a different direct number than previous (866-914-9049), so that seemed like progress.
Called that number and waited for many, many minutes for pick up. Went through the same routine with this new guy. Provided same acct info to him at least 3x. Then he went away for a while and came back saying he couldn’t find info and would need to call back within 1 hr.
He called back 20 mins later and said he could not reach anyone who could tell him what to do. He said he needed my physical address and asked me again all my acct info. He said he wasn’t sure if I would be getting a refund or in what amount it might be if they did, but that if ‘they’ decided to give one, it would need to be in form of a check mailed to me. He was not able to say when they would be able to confirm that I would receive a refund, but that possibly i should call back again the next day and ask or maybe someone would be calling me.
Nobody has called back the next day (today), so I called them late afternoon. After checking with HQ, acct rep told me that they had processed a check for the full amount due and that it had been mailed to my address – hallelujah! I guess the guy was able to make it happen overnight.
“You should receive within 3-4 business days” – it’s being mailed from India apparently.
So now we will wait to see what happens. I will be grateful if/when the check arrives, but regardless, this has been way, way too much work. I hope they use their new funding to improve their customer support systems.
UPDATE (7 Jan 10): I am pleased to report that today iYogi has wired the full amount of my refund into my bank account. Yeah!
Unexpectedly, I received 2 calls today from a very attentive Customer Service Manager who really knew what she was doing. On the first call, she collected my bank information and said she’d try to get a transfer done right away. On the second call, she confirmed the money had been wired and that if I had any problems, I should contact her directly.
She was very professional and apologized profusely for the difficulties I had had. It was a welcome and much appreciated change.
2 Comments
iYogi complaint: too hard to get my refund! I, too, have been fighting them for 4 weeks for my refund. They say its been sent to my bank anf well it hasn’t. They say i’ll call u back in 24 hours 4 time and they dont. Don’t use them. They didnt fix my computer and I paid for there servcies and with no resolve. Anyone please that can help with my refund help. johntalarski@att.net
Iyogi complaint:Had the most stressfull time trying to get my refund after failing to solve the problem with my computer.Don’t ever use them.They put the phone down when you try to contact them.Wish something could be done to stop Iyogi taking money without giving a satisfactory service.