K7 Computing — K 7 Ultimate Security

K7computing is a software company, they invent software, obviously they will ask for remote to resolve your issue, not only K7 all the software giants like Microsoft Kaspersky all kind of Software Company will not teach you about their software. They are not supposed to tell you about their software root. I hope you do have this basic knowledge. No other company will reveal root about their software. If you contact Microsoft & state an issue about outlook they will not teach you what to check in outlook 1st thing they will ask is remote access.
Give it a try. They may ask you to check some basic components, K7 also would have do that. They will take in remote & check their main components weather it is working or not it’s about the issue which you are facing. I don't think this is a problem which you have posted.
Seems like they are trying to resolve the issue so only they want remote access. You are not co-operating. You itself mentioned that they asking for remote which means they are trying to resolve. If you need to know what they going to do, they are not in a position to teach you, they are technical support. They are not teachers. So don’t expect them to talk like other airtel or aircel customer care agent. They do have different talent about their software.
It's a software. They invented the software. They do know how to resolve it. Why can't you give them remote access and check if the issue got resolved, Post here if your issue is not resolved even after remote checking. if not please post here. I'll support you to file a complaint.