Customer No Service

Mom is 97 and I am an IT professional, her son, who has been helping Mom with her computer issues over the last 17 years, after I gave her a computer.  She has a 2011 Macbook Pro and uses email, internet and games.  Today, she was looking up to how subsitute an ingredient via Google, and she got a message that her machine was locked and call a number on the screen.  As I was unreachable, she called the hacker.  They told her the machine was being hacked and she got off the phone with them.  I called her back and opened Team Viewer to connect - I have an old free license just for Mom...

However, I was told I can't connect to Mom's laptop as I am using version 11 and have to update to 14, that I did.  But, Mom needs help and I was not helpful telling her what to click on.  And, Team Viewer was also NO help as all they can do is email a link that explains how to install it.  I can't get anybody to call MOM and give her help.  Now I have to drive 140 miles to her house to fix the computer....THANK YOU TEAM VIEWER...FOR CUSTOMER NO-SERVICE. EVEN APPLE SPOKE WITH US ON THE PHONE AND SHE HAS AN OLD LAPTOP NOT UNDER A SERVICE AGREEMENT.  

As an IT professional, I must recommend that people use a different company's product.  I would not purchase anything from Team Viewer because of this incident, but there are more reasons to use a competitor's product....