Notes

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Customer Information:
C Etta Rice
[email protected]
2174223743
10/25/2018

Case 16098-861808

Etta called in again because she does not know what to do with the Startup Optimizer.

VERIFIED INFORMATION:
Has System Mechanic.
MAG8Q-L9NTU-ZXN8QJ6UQV
Customer is also experiencing slow System Mechanic opening.
Customer has just recently refunded IPS.

ACTIONS TAKEN:
Checked PCTU, Avangate.
Tried to assist customer on how to enable and disable the listed Startup programs.
Customer has problems following instructions.
Started LMI Session: 476026782
Checked Startup Programs.
Disabled 3 items from intel and speech regocnition.
Offered IPS; has recently refunded ips because blue screen was not fixed.

END RESULT:
Issue resolved - successfully assisted customer with the Startup Optimizer.
##################

Customer Information:

[email protected]
3109913748
Case #: 16098-861828
refund req.
has purchased smpro
has sm
wants sm
refunded

VERIFIED INFORMATION:
Has System Mechanic Standard.
Has mistakenly purchased System Mechanic Pro because she received a renewal email from us.
SHe thought that it is for renewal on System Mechanic Standard.
She wants to refund that.

ACTIONS TAKEN:
Checked PCTU, Avangate.
Refunded System Mechanic Pro.
Order#: 53869837
Amount: $27.98 USD

END RESULT:
Issue resolved - successfully refunded System Mechanic Pro.
##################

Customer Information:
Rose Jones

8189895780
gen tech inq

soft pitch7

VERIFIED INFORMATION:


ACTIONS TAKEN:


END RESULT:

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Customer Information:
Mark Skigen
[email protected]
7724756871
View Case 16098-861842

Mark called in because he is asking about when his System Mechanic Pro will expire.

VERIFIED INFORMATION:
Mark is asking whe he will expire with iolo.
Customer is asking what kind of service he has with us.

ACTIONS TAKEN:
Checked PCTU, Avangate.
Educated Customer that he has System Mechanic Pro and that he has up until 09/24/2019
MBGMM-YC4Y7-DRUVFKTXL9
Offered IPS, he is happy with System Mechanic Pro and his friend that maintains his computer.

END RESULT:
Issue resolved - Educated customer about his License information.
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Customer Information:
Rufus Oglesby
[email protected]
4345469144
Case #: 16098-861852

Rufus called in because he is asking if his System Mechanic is good on 2 computers.

VERIFIED INFORMATION:
Has 2 computers.
Wants to have System Mechanic on his other desktop PC.
Customer does not have his activation key.
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ACTIONS TAKEN:
Checked PCTU, Avangate
Educated customer about the whole home license.
Provided customer with the activation key.
Offered IPS, Declined. not interested.

END RESULT:
Issue resolved - successfully educated customer about whole home license.
##################

Customer Information:
Julien Cassada
[email protected]
9547848986

Julien called in because he wants to have his activation key.

VERIFIED INFORMATION:
Has System Mechanic Pro.
MBGFE-9DHKD-QZ2RUTTZZD
Has installed older versions of System Mechanic Pro.
Has problems with internet connection before.
He tried to download System Mechanic Pro but does not know where to put the activation.
Customer wants to download and activate System Mechanic Pro

ACTIONS TAKEN:
Checked PCTU, Avangate.
Assisted with customer downloading System Mechanic Pro downloader.
Only wants to download System Mechanic Pro downloader, he will run it later.
Provided download link.
Offered IPS, not interested with IPS, Tech savy.

END RESULT:
Issue resolved - successfully provided download link for System Mechanic Pro.
##################

Customer Information:
Geraldine Joseph
[email protected]
54125181
MBG9Y-HX2EN-4XWWYDZFHY
Case 16098-861905

Dell technician called in behalf of Geraldine about System Mechanic Pro getting an error when launched.


VERIFIED INFORMATION:
Call from Dell Tech.
Customer has purchased System Mechanic Pro.
They have problems installing System Mechanic Pro and running it.
They have error: System Mechanic Pro has experienced an error and needs to close.
Dell tech has tried to use revo uninstalled but still failed to run.

ACTIONS TAKEN:
Checked PCTU, Avangate.
Asked if they tried to thorough uninstall, still no success.
Started LMI session: 476055614
Downloaded Revo uninstaller.
Uninstalled System Mechanic Pro.
Run Revo Scan.
Deleted leftover files and registry items.
Run Revo Scan for Forced Uninstall.
Found few registry items.
Deleted Registry items.
Let Dell Tech reboot computer.
Computer experienced a blue screen.
Restarted new LMI session: 476057995
Ran Revo Uninstaller Forced Uninstall.
Found Registry items and leftover files.
Rebooted computer
Educated both dell tech and customer that LogMeIn causes some blue screens on computer.
Advised dell tech to close session and start a new session.
Downloaded System Mechanic Pro using smpro.iolo.com.
Tried to install but error appears:
An error occurred while trying to rename a file in the destination directory: (name of file)
Movefile Failed, Code 32
Have Dell Tech disable McAfee.
Tried to install again.
Error persists.
Clicked on retry many times.
Successfully installed and ran 1st time scan for System Mechanic Pro.
Dell Tech have to enable McAfee and reboot computer.
Dell tech tested System Mechanic Pro and it is ok now.

END RESULT:
Issue resolved - Successfully installed System Mechanic Pro on customer's computer.
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