Fwd: Recent Experience with people misrepresenting themselves as official Thunderbird
iamjayakumars at gmail.com
Wed Jun 17 05:23:18 UTC 2015
Its very serious issue.
How we can solve this issue.
My Questions are
-How he contacted the Mozilla ? via SUMO or anything else
-Who is that Menish, whether this fellow belongs to any tech/ support
-Is it first time?
From the above message, I noticed that,
-Menish accessed 3 times remotely and accessed the user data
-User paid $449.99
On 6/17/15 9:58 AM, Roland MoCoGmail Tanglao wrote:
> 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?
>> 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
>>> 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
>>> 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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> tb-planning mailing list
> tb-planning at mozilla.org
Jayakumar Sadhasivam (iamjayakumars)
Mozilla Representative India
iamjayakumars at gmail.com <mailto:iamjayakumars at gmail.com>
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