Reply from Hacked.comJul 19, 2023
Dear Rebecca,
I am Jonas Borchgrevink, the founder of Hacked.com. I am writing to you today to address your recent review of our company.
I am sorry to hear that you had a negative experience with our customer service. We take customer satisfaction very seriously, and we are always working to improve our service.
I understand that you were unable to join your Zoom consultation with Aaron Weaver. We sent you four emails with the Zoom link, including one text message. We also sent you an email after 25 minutes to let you know that the consultation would be ending if you did not join.
I understand that technology can sometimes be unreliable, and that emails can end up in spam folders. However, we have a policy of sending confirmation emails with Zoom links to all of our clients. We also have a process in place to check on clients who do not join their consultations on time.
In your review, you mentioned that you would have preferred a phone call instead of a Zoom consultation. We understand your preference, but we do not offer phone calls as an option. Zoom allows us to share screens and walk our clients through difficult processes. This provides the best possible service and security for our clients.
Regarding the refund, we understand that you are disappointed that we are not able to offer a full refund. However, our experts are on standby for the scheduled time slots. They are unavailable to assist other clients during this period, which is why we cannot offer a full refund for missed consultations.
We apologize again for the inconvenience you have experienced. We are committed to providing our clients with the best possible service, and we will continue to work to improve our customer satisfaction.
If you would like to reschedule your consultation with Aaron Weaver, please let us know. We would be happy to help you resolve your security issue.
Thank you for your feedback.
Best regards,
Jonas Borchgrevink
Founder of Hacked.com