Fwd: Recent Experience with people misrepresenting themselves as official Thunderbird

Roland MoCoGmail Tanglao rtanglao at mozilla.com
Wed Jun 17 04:28:08 UTC 2015

yes please gregg, please forward to mozilla legal
i have also added tb-planning where the thunderbird council hangs out!

On 2015-06-16 7:58 PM, Gregg Lind wrote:
> I am actually a little tempted to forward this particular on onto 
> Legal.  Thoughts?
> GL
> On 6/16/15 8:04 PM, Karen Esterly wrote:
>> ---------- Forwarded message ----------
>> From: *Wes Holmes* <ready4rocks at cox.net <mailto:ready4rocks at cox.net>>
>> Date: Tuesday, June 16, 2015
>> Subject: Recent Experience
>> To: wpr at mozilla.com <mailto:wpr at mozilla.com>
>> Dear Sirs,
>>    I am writing to you regarding a recent experience I had with your 
>> tech support.  On May 12, 2015,  I was having a problem with not 
>> being able to send an email.  I have a Cox email address, but it is 
>> setup thru Mozilla Thunderbird.  I first contacted Cox 
>> Communications.  They checked out my account and found everything to 
>> working properly and recommended I contact Mozilla, which I then did.
>> After explaining the problems I was having, I was transferred to your 
>> tech person, Menish  (  with Tech Help Experts ) he asked if he could 
>> go into my computer remotely.  I agreed.  Three hours later, and no 
>> closer to a solution,  I was told they would have to continue 
>> diagnostics the following day.  I called them when I got home from 
>> work and once again, Menish worked remotely thru my computer for 
>> another three hours.  He told me there was a serious security breach 
>> in my email account.
>> He said there was evidence of someone looking into my email over 1500 
>> times.  I said that was the number of emails I currently had on the 
>> account.  He said every time I went into my email, I was in danger of 
>> all of my personal information being open to theft.  But, I was not 
>> to worry because he recommended I purchase their two year software 
>> protection plan and one year of tech support in the amount of 
>> $449.99.  So I did.
>>  He continued to work on my system and called me later and asked for 
>> me to try to send an email to see if the problem was resolved.  I was 
>> able to send it and the problem seemed to be fixed.
>>   Several days later,  I was having the very same problem, of not 
>> being able to send an email.  I called Tech Help Experts again. They 
>> once again, went into my computer remotely,  for another 2.5 hours.  
>> During this session, I realized that all but 102 of emails were 
>> missing.  I went from 1563 emails, to 102.  I called Tech Help 
>> Experts again and spoke with Floor Supervisor Ankit.  He said they 
>> did not delete any of  my emails and there are 102 emails on the 
>> account.  I have had this email account for many years and everything 
>> older than April 29th, 2015 was gone.  My address book contacts as 
>> well as my emails were missing.  He asked to go into my computer to 
>> investigate.  At 7pm that evening, Menish said he had contacted Cox 
>> Communications, and that they were having a security issue and to 
>> give them 24 hours to rectify the problem.  That was on May 19th.
>>  On May 20th,  the next day, I still did not have my emails and 
>> contacts replaced, and I was told by Tech Help Experts, there was 
>> nothing they could do and that I should call Cox to try to retrieve 
>> the emails from their archives.
>> I immediately contacted Cox Communications and explained what had 
>> happened.  They told me they had no record of any such security 
>> issues, and that they had no record of being contacted by Tech Help 
>> Experts.
>> And unfortunately, they do not keep emails in an archive.
>>  Furious, I called Tech Help Experts and demanded answers as well as 
>> a refund. And after much debate, they agreed to a refund and I have 
>> received it.  They were seemingly unconcerned and gave an insincere 
>> apology. But more importantly, I am concerned about my missing 
>> information.
>>  This company, Tech Help Experts, represents Mozilla Thunderbird. 
>> This is the most unprofessional and misleading company I have ever 
>> dealt with.  And now, I have the added threat and fear of all of my 
>> personal information being compromised because they now have my 
>> passwords.  I have found out since, that any reputable company will 
>> not ask you for this information.  But I believed I was working with 
>> Mozilla, which seems to be reliable in the industry.
>>  I am a business owner myself,. And I'm sure we would both agree that 
>> we are only as good as the people we have working for us. My 
>> experience with Tech Help Experts warrants an investigation on your 
>> end.  Especially because they asked us for our passwords.   I do not 
>> expect things to be resolved on my email account, but I would like to 
>> receive a response.  I would like to know that my letter was at least 
>> read.
>>   I just went online to get your email address to send this letter 
>> to, and was shocked to find your Mozilla Support website has a 
>> section asking for people to volunteer to be support techs!  Aren't 
>> any of your employees vetted?!    This is unbelievable.
>> Phyllis Holmes
>> Ready4Rocks at cox.net
>> -- 
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>> To view this discussion on the web visit 
>> https://groups.google.com/a/mozilla.com/d/msgid/wpr/5580C70F.8050509%40cox.net.
>> -- 
>> WPR Site Services Supervisor
>> Mozilla
>> Vancouver, BC
>> kesterly at mozilla.com <mailto:kesterly at mozilla.com>
>> 1-778-785-1540 x422
>> @MozillaYVR

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