If you’re having trouble with your computer, your internet connection, printer, PDA, TV or other computer or electronic device, we can send a trained Waterdog Technician to your business or home today or tomorrow depending on your location. We also provide instant remote support for many common computer problems!
Business highlights
23 years of trusted experience
Emergency Services Offered
Services we offer
Residential and commercial service and support, IT consulting, outsourced IT department, computer upgrade, cleanup & speed up, data recovery, backup, transfer, virus, malware and spyware removal, wireless networking & security, offsite cloud backup, cloud based anti virus service
The product, Safe Eyes, that they installed did not work. I tried to get a refund from Waterdog because the product they installed did not work and caused problems on the computer, but they did not allow any refunds. They were unprofessional and would not stand by their own product. I also have friends who have had problems with this company.
Description of Work: Installed a product on the computer to restrict websites for kids
Rating Category
Rating out of 5
quality
1.0
value
3.0
professionalism
2.0
responsiveness
3.0
$236.25
Response from Waterdog Computer Works Inc
We installed Safe Eyes on the customers computer 11/18/2012 and the customer contacted us on 2/20/13 indicating there was a problem with Safe Eyes. I have included transcripts of emails and the work performed by our technicians to detail what happened. Our technician went to her home on 2/22/13 and performed the following remedies: "2/22/13 - I logged into Windows as both [member name removed] and [member name removed] and I saw varying results from SafeEyes. I was able to browse the Internet under [member name removed]. Under [member name removed]SafeEyes didn't seem to be running as I couldn't see the icon in the system tray. I killed the process and restarted it but the browsing speed was very slow. I saw that there were two startup items refering to a Advent calendar program that wasn't installed any longer. Ran Ccleaner which cleared 1.9Gbs of temp files. Ran Hitman pro which fixed the two startup items removing them from the list. Leftovers like that can cause issues with other programs. Rebooted the computer and SafeEyes loaded properly and I was able to log in. I did notice that the wireless connection would randomly state there wasn't any Internet connection. [member name removed]told me that it would cut out perodically. InternetSafety.com the makers of SafeEyes have a Message on their homepage Stating that they acknowledged that an update to the program can cause poor browsing speed and Internet outages. I sat down with [member name removed]and showed her the different SafeEyes user profiles for her Windows account and the one for her children and that they need to login at the SafeEyes icon by the Windows clock in order to browse the internet." On 5/17/13 I received an email from [member name removed]stating: "I’m emailing you regarding the service on my computer that was done to install Safe Eyes. I came to your company for your expertise since I do not know much about these types of programs, and your company selected Safe Eyes for me. So far, Safe Eyes has not been working and doing what it is supposed to be doing. Even the person who came to my house to install it said that Safe Eyes has internet issues. You should stand behind your recommendation and replace this product with something that does work or issue me a refund. If I cannot receive either, I am going to be an unhappy costumer and unfortunately won’t be able to recommend you to anyone else. Thanks for your help in this matter," I sent her the following email on 5/20/13: "[member name removed]: We do recommend products from time to time including parental control software such as Safe Eyes. At the time we installed Safe Eyes on December 19 2012 we were unaware as was Safe Eyes of any problems accessing the internet. After the initial installation in December, Chris returned to your home 2 months later on February 20 2013 it was at that time that he discovered Safe Eyes had issued a notice on their website indicating “ they acknowledged that an update to the program can cause poor browsing speed and Internet outages”. Typically with problems like this the manufacturer will issue a software update to correct the problem. Have you checked to make sure you have the latest version of the software running? It was at this time Chris would have discussed uninstalling Safe Eyes or waiting for a software update. The absence of our uninstalling the software indicated you decided to wait for the software update or continue to use it as is. We have many customers using Safe Eyes without any issues other than it blocks sites they don’t want blocked until they add an exception to the list of allowed sites. You indicated it isn’t working as it was supposed to is a very nebulous description. What is really happening as I can’t tell from your statement? Is it a configuration issue, a user issue or what? I personally used this software with my children when they were adolescents. I had to tweak the configuration to make it work as I wanted it to, so that my kids wouldn’t complain. Every install is different and every user has different views on what should / shouldn’t be blocked, that is why the product needs tweaking. I understand your being frustrated and not knowing what you are frustrated about makes it impossible for me to know how to help you. Furthermore, all software sold has a 30 day money back guarantee from the manufacturer that you could have exercised had you contacted them within the first month. We tell all of our customers that we warranty the work we perform for 48 hours and 30 days for products that we sell directly to you. This product was purchased directly from InternetSafety.com and not us. This information is explained in our Service Fees, Terms & Conditions notice that we have provided to you since we started working for you. I am more than happy to try and help you try to solve the problem but I can’t refund you the purchase price of Safe Eyes. We have prided ourselves over the last 11 years in providing excellent customer service. What you are requesting here was something out of our control and not an issue at the time of purchase. If we had known this was an issue at the time we recommended you purchase the product then YES, no matter how long of time had elapsed I would have refunded you the product. I hope you understand my position and would like to solve this in a matter that keeps you as a satisfied customer." She was not happy with the above response and on 5/20/13 she wrote: "I hear you but would greatly appreciate your offering to help me get this figured out. Please don't send Chris. Sent from my iPhone" I responded to the above email on 5/20/13: "[removed member name]: Do you just want us to remove it or check to see if there is an update that helps? What are the real issues?" She reponded on 5/20/13: "It literally won't let me access the Internet 9 times out if 10 Abd that's the issue Chris found when he came here. I don't think he should have charged me for that visit bc it was follow up as I wasn't satisfied and he was here doing next to nothing for like 2 hours. Sent from my iPhone" I sent her the following email on 5/2013: "As stated our warranty is for 48 hours for issues like this and Chris came back out 2 months later. He only charged you the standard 1 hour minimum for onsite work performed and not the two hours you mentioned. Your only options are: - Uninstall Safe Eyes - Try to update Safe Eyes off of the Safe Eyes website to see if that corrects the problem - Install Net Nanny to see if it works better being aware of their money back guarantee. - Use the built-in Parental controls contained within windows 7 assuming you are running windows 7. It may not be as robust but it should provide a level of security. I am more than happy to do all of this remotely free of charge but if I have to come out I would have to bill you as it well beyond our warranty period as already mentioned" I never heard back from the customer even after I offered to perform the service free of charge. There was nothing more that I could do. We had tried everything that was within our power to satisfy this customer. I have supplied the full transcript of the email correspondence as I want to fully disclose our attempts to resolve her problem. Fred Robinson President Waterdog Computer Works.
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Service Categories
Computer Repair,
Website Design & Development,
Computer Training,
Screen repair
FAQ
Waterdog Computer Works Inc is currently rated 1 overall out of 5.
Sunday: Closed
Monday: 9:00 AM - 5:30 PM
Tuesday: 9:00 AM - 5:30 PM
Wednesday: 9:00 AM - 5:30 PM
Thursday: 9:00 AM - 5:30 PM
Friday: 9:00 AM - 5:30 PM
Saturday: 10:00 AM - 4:00 PM
Waterdog Computer Works Inc accepts the following forms of payment: American Express,Check,Discover,MasterCard,Visa
No, Waterdog Computer Works Inc does not offer free project estimates.
Yes, Waterdog Computer Works Inc offers eco-friendly accreditations.
No, Waterdog Computer Works Inc does not offer a senior discount.
Yes, Waterdog Computer Works Inc offers emergency services.
Yes, Waterdog Computer Works Inc offers warranties.
Waterdog Computer Works Inc offers the following services: Residential and commercial service and support, IT consulting, outsourced IT department, computer upgrade, cleanup & speed up, data recovery, backup, transfer, virus, malware and spyware removal, wireless networking & security, offsite cloud backup, cloud based anti virus service
