Owen M.

My wife's computer was infected with malware and adware. Given that I'm a Mac user and about ten-years out of date with Windows machines, I went to Boxaid for help in removing the malware. The woman who helped took my name, took remote control of my wife's machine, and said she would give me a call back when everything was complete.

I went off to do work. When I returned, my wife's computer was stuck in a loop in which Windows was attempting to repair itself and wouldn't boot. When I got the woman on the phone again, she merely said, "Oh, yeah, I was about to call you. Your computer hasn't come back online yet." While explaining to her what I was seeing, her line went silent and I had to call back. At that point she said, "Sorry, you need to take that computer in to been seen by someone in person. I can't help you." And she hung up.

So rather than have a slow computer for her video conference meetings last night, my wife had no computer. I had to cancel all of my work and meetings to permit her to use my machine. I lost over $1000 of billable time last night.

This morning, I received a call from the GeekSquad, where I took the machine. They did a factory reset, but were unable to save ANY of the data - business records, etc. - that were saved on the machine.

Thanks, Boxaid!