Notes

Robert Stickel
[email protected]
7053853539
00359-0em-8683082-73979
dropped cal;.
assisted cx with my account
cx can't follow instruct
cx has problem 15.5 sm
++++++++++
Kerry Dayton
[email protected]
5033939625
901117
called in because
41975368
+++++++++++++++++++++
Info:
atamu
[email protected]
3096926488
View Case 16098-860242

VERIFIED INFORMATON:
Customer is asking about the features, promo, subcription time of System Mechanic Pro.
Is planning to have System Mechanic Pro.
Has Norton.
Is asking if it is good for 1 year.

ACTIONS TAKEN:
Checked PCTU, Avangate.
Educated customer about the lifetime service only available for System Mechanic Standard.
Educated Customer about the full features of System Mechanic Pro.
Offered IPS; customer declined, no cash.

END RESULT:
Concern addressed - successfully educate4d customer about the features of System Mechanic Pro.
+++++++++++++++++++++
Info:
Bernard
[email protected]
3103787564
Case #: 16098-860253

Bernard called in wanting to cancel his aol Search and Recover.

VERIFIED INFORMATON:
Customer is trying to recover his AOL address book but fails to do so.
Wants to cancel because of that.

ACTIONS TAKEN:
Checked PCTU, Avangate
Educated customer that he has signed up on AOL for the service so we will transfer him to AOL.

END RESULT:
Issue Resolved - Transferred to AOL.
+++++++++++++++++++++
Info:
Jim Rubish
[email protected]
7023309084
Case #: 16098-860263


VERIFIED INFORMATON:
Has System Mechanic Pro
MBGMW-WPWR6-BB2XAEFJEF
Has difficulties renewing.
Customer wanted the price for System Mechanic Pro for $19.97

ACTIONS TAKEN:
Checked PCTU, Avangate.
Found out that he has an unfinished order.

END RESULT:
Will send manual payment link as advised by Sir Paolo.
+++++++++++++++++++++
Info:
Julian jones
[email protected]
Case #: 16098-860283
6025488338
MBGT4-7QKDC-HZT7TCJVZV
53731007
Julian called in because she needs to reinstall System Mechanic Pro
6025488338


VERIFIED INFORMATON:
She said that she has been hacked by someone posing as Windows technicians
Is using Windows 7.
She said that her antivirus softwares have been erased and other programs erased.
She wants to reinstall System Mechanic Pro on her computer.

ACTIONS TAKEN:
Checked PCTU, Avangate.
Assisted customer with the download of System Mechanic Pro.
Customer has difficulties trying to navigate the computer, she seems confused.
When we tried to download the download does not show up.
Started Logmein session as approved by TL: Ardhie
Assisted customer with starting LMI session.
When starting LMI session, the computer automatically restarts.
Assisted customer to go to safe mode with networking using F8 key.
Started LMI session Manila19: 474406871
Downloaded System Mechanic Pro thru smpro.iolo.com
Installed System Mechanic Pro.
Rebooted computer
Remote session disconnected.
Cannot reconnect to customer.
Advised customer to run System Mechanic Pro.
Offered IPS, Customer agreed.
Assisted customer with signing up.
Started LMI session, Failed.
Rebooted computer using safemode.
Started LMI session: 474410294
Assisted customer with signing up to IPS 1 PC 1 Year with no discount
Order reference #53731007
Price: $215.75 USD, inclusive of $15.80 tax
Offered 1 year free System Mechanic Pro extension.
Changed expiration date in PCTU.
MBGT4-7QKDC-HZT7TCJVZV
01/10/2018 - to 01/10/2019
Transferred customer to IPS Manila_ALP16 to continue with the troubleshooting.

END RESULT:
Issue resolved - successfully reinstalled System Mechanic Pro, Assisted customer with placing IPS, Transferred to IPS.
+++++++++++++++++++++
Info:
Christopher Barzak
[email protected]
860288



VERIFIED INFORMATON:
Call from IPS.
Customer wanted to download System Mechanic Pro.

ACTIONS TAKEN:
Checked PCTU, Avangate.
Assisted customer with the installation of System Mechanic Pro.
Offered IPS, Declined, Not interested.

END RESULT:
Issue resolved - Installed System Mechanic Pro.