Secure-Delete Software & MyHelpHub.com are a scam
3 June 2009I just had an incredibly unpleasant and outright misleading experience dealing with myhelphub.com about secure-delete software and I want to share the story so no-one else gets stuck with a bill and no product.
I paid my money and recieved a link in my email to download the secure-delete software just like what was advertised. Once I clicked on the link and the installation window popped up, I ran the installation program and nothing happened. I don’t know what the problem was, be it my operating system or a glitch in their software, I wrote the company that I was having problems and because of the urgancy and time-sensitiveness of the project I was working on, I decided to purchase another service instead – and asked for a refund since the service didn’t work for me. Here is the initial email:
Hi brandon,
I have already downloaded another service because I needed to resolve the issue quickly. Please issue a refund of my payment and cancel my subscription.
Thank you!
I assumed this would be an easy task as I had not used their service and wrote an email only minutes after purchasing and attempting to install it…boy was I wrong! This was the beginning of a multiple-hour ordeal. Here is what what their representative sent back to my email:
Dear Yury,
Thank you very much for contacting us here at myHelpHub.com.
Unfortunately we do not allow refunds on this product. However, if you are experiencing issues, I am more than happy to assist you until we get this application working on your PC!Regards,
Brandon, myHelpHub.com
I tried to make it very clear that I wasn’t able to install the program, so I installed a different one and all I wanted was a refund. This was their reply:
Dear Yury,
Thanks for your message.I am sorry, as already indicated earlier we do not provide a refund on this product. Our installation records show that this was already downloaded and installed. If you have any problems with the software I am more than happy to assist you.
Regards,Brandon, myHelpHub.com
I have no idea how they could have records of me installing the program when I didn’t…that was the whole point of me contacting them. And what was more, they were trying to convince me that THIS particular product (secure-delete software) was not eligable for a refund. This is when I looked back at the contracts I had agreed to and found their return policy…I wrote back saying:
Brandon,
I have already spent a considerable amount of time trying to get your product to work and am now trying to get a justified refund for my disatisfaction due to problems with your software not working with my operating system. I have looked at your refund policy and I am 100% entitled to a full refund. I have included it below and it can be found at http://www.myhelphub.com/start/menu.aspx?a=licenseview
7 REFUND POLICY
7.1 If the SOFTWARE fails to operate or install
on the LICENSEE’s COMPUTER due solely to an error or
defect in the SOFTWARE, the SOFTWARE PROVIDER will
exchange the SOFTWARE or refund the LICENCE FEE paid by
the LICENSEE.7.2 The SOFTWARE PROVIDER may, in its absolute
discretion, provide a refund of the LICENCE FEE paid by
the LICENSEE, if the LICENSEE is dissatisfied with the
the SOFTWARE, provided the LICENSEE returns or
alternatively destroys the SOFTWARE.I do not wish to spoil relations with your company or take this matter any further, please issue a full refund as warranted by 7.1 and 7.2 of your return policy. It is up to your discretion to issue the refund, and I ask you kindly to do so.
I didn’t receive any response back for quite some time, so I logged into their live chat to speak with a representative. Once the rep appeared on my screen, I realized it was non-other than Brandon (the person I had been emailing back and forth with for the past couple of hours. The following is the copy-pasted discussion we had:
Welcome Yury! Please wait while we connect you with a member of our support team…
You’re now talking to Brandon from myHelpHub.com. The topic is : refund
Brandon> Hello and welcome to support chat! How can I help you today?
yury> Hi brandon, this is yury…we have been exchanging ticket emails
yury> about issuing a refund
yury> i just sent you another email with the return policy that states you are able to issue a refund
Brandon> Yes your message has been replied to already
yury> I looked at your refund policy and it states that you can issue one, is that not correct?
yury> hello?
Brandon> I am sorry, we do not issues refunds on this. In any case the reply to your mssages was immediate and so there is no special reason for disregarding this
yury> i havent received that email.
yury> can you please show me where it says that refunds are not issued for that particular product?
yury> I wasnt able to find it in any of the contracts i signed
Brandon> If a refund is offered on any product it will be stated on our website
yury> it is on the end-user license agreement: http://www.myhelphub.com/start/menu.aspx?a=licenseview
yury> section 7.1 and 7.2
Brandon> As I have already replied to you, I am sorry, we do not offer a refund on the product
yury> can i talk to a manager please?
Brandon> No manager is online
yury> do you realize that what you are telling me right now goes against the contract that I agreed to?
yury> and doing so can hold legal consequences?
Brandon> I have already replied to you. I am sorry, no refunds on this product
yury> when will you have a manager present that i can talk to?
Brandon> You may do that through the ticket
yury> how can i do that?
yury> just request a manager to contact me?
yury> hello?
Brandon> You may add any messages to the ticket
yury> and will it be forwarded to a manager if i request so?
Brandon> Yes
yury> thank you
Brandon> You are welcome.
Brandon> Thank you for contacting us here at myHelpHub.com.
As you can see, this was a very frustrating conversation and at the end of it all I wanted to do was speak with a manager (which Brandon assured me would happen if I created a support ticket for it)…I created the ticket asking for a manager to contact me for help and this was the last and final response…from non-other than Brandon again:
Dear Yury,
Thank you for taking the time to write to us again.
I am sorry, as already indicated earlier we do not provide a refund on this product. Our installation records show that this was already downloaded and installed. If you have any problems with the software I am more than happy to assist you.
If you had specific problems with the installation or use you may provide specific details regarding the same. I am afraid I cannot pass on general references to requests for refunds.
Regards,Brandon, myHelpHub.com
And this is when I decided to blog about the terrible experience I had with them. I realized that no manager would contact me and my money was lost…I will be monitoring my bank account very closely to make sure they don’t do even more damage and deceiving than they have already. I would advise anyone and everyone against using MyHelpHub.com and Secure-Delete Software.
-Yury
One Response to “Secure-Delete Software & MyHelpHub.com are a scam”
February 1st, 2010 at 9:46 am
My friend and I were recently talking about the ubiquitousness of technology in our daily lives. Reading this post makes me think back to that debate we had, and just how inseparable from electronics we have all become.
I don’t mean this in a bad way, of course! Ethical concerns aside… I just hope that as memory gets cheaper, the possibility of copying our brains onto a digital medium becomes a true reality. It’s a fantasy that I daydream about almost every day.
(Posted on Nintendo DS running )