AllPro Technologies

I am sorry you feel the repair approval process was not accurateI have looked at your case and do not see where the $diagnostic was not applied to your invoice as is our standard practice. Your total repair was $161.84, you paid an initial $for the diagnosticThe *** due after the
repair was $$+ $45= $161.84. We go to great lengths to make this process accurate and transparent In this case I cannot find any issue with the way things were handledI welcome your suggestions on how our repair approval email could have been better worded so we can avoid a situation like this in the futureWe have used this same email template for years with no issues. Here is the exact email we sent to you that you approved:-----Original Message----- From: *** *** *** Sent: Friday, September 23, 10:AM To: *** *** ***> Subject: RE: [ AllPro Technologies ] Repair Approval *Reply Required* I approve the repair to replace the batteryThank you, S*** *** *** *** *** ***
*** *** *** *** *** ** *** * *** ***
*** *** *** ________________________________________ *** *** *** ***
*** *** *** *** *** *** ** *** ***
*** Subject: [ AllPro Technologies ] Repair Approval *Reply Required* Thank you for trusting us with your repairWe need your approval to move forwardTo approve this repair simply reply to this email saying you approve of the repairs listed below. Here are the details: * Invoice \ Ticket: 13367 * Problem: Battery is bad and needs to be replaced * Solution: Replace battery with new battery * Estimated cost: ( $dollars for battery, $to install battery, $ for 7% sales tax) Remaining b***ce due: $116.84 * Estimated time: to business daysJust depends on how long it takes for the part to arrive. * Deposit required: dollars for battery. Link for online billpay belowIf the final repair cost exceeds 10% of this estimate, we will contact you for additional approvalIf a deposit is required you can use your invoice or ticket # and go to: ***/ to complete the processThank you!

Original Repair Approval Email Attached

The total cost was $You approved the total estimates costYou paid $ + Those amounts total the total estimated cost.*** informed you that the diagnostic you paid would go towards the final repair ($161.84) and it didYou paid an additional $when you picked up your machine.----The total cost of the estimated repair was $161.84, but I was told by their employee *** that the $diagnostic cost would be deducted from that amount, making the final cost of the repair $116.84. I was told by their employee that the total cost I would have to pay would be $116.84. Now they are saying that the total repair was $-- $repair plus $diagnostic. Why would I approve this when my HP Stream only cost $when I bought it new? When I approved the repair via email, I was certain I would have to pay $116.84, as I was told by AllPro's employee *** -- I called him when I received the email just to make sure as the wording was so confusing! *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** The total cost of the estimated repair was $161.84, but I was told by their employee *** that the $diagnostic cost would be deducted from that amount, making the final cost of the repair $116.84. I was told by their employee that the total cost I would have to pay would be $116.84. Now they are saying that the total repair was $-- $repair plus $diagnostic. Why would I approve this when my HP Stream only cost $when I bought it new? When I approved the repair via email, I was certain I would have to pay $116.84, as I was told by AllPro's employee *** -- I called him when I received the email just to make sure as the wording was so confusing! *** ***

I am sorry you did not have the 5 start experience that most of our customers enjoy when having their computers serviced at AllPro Technologies.It is not our policy to respond to messages customers receive on their computers while they are in our care. I would have just closed the program, instead...

our associate wanted to let the person know that you were not there. Not the worst choice, but not the choice I would have made. He mentioned it would be rude to just ignore the message. In any event I apologize and we have made sure the policy is clear on what to do. From now on, we will ask customers sign out of anything sensitive so that this can never happen again no matter what. This isn't foolproof, as the majority of systems come in are not working so the customer cannot sign out.  Once we get it working and make sure the internet and browser work, it will probably automatically sign into whatever their home page is and we'll be right back in the same spot.Many customers have websites that automatically log in when you open the browser. We have to go in and out of the browser dozens of times to repair most internet and virus issues. This sometimes causes things to show as read and logged in and is simply a byproduct of fixing the computers. I do not think any "snooping" or other malicious activities were performed but we have launched an internet investigation and plan to make sure.We sometimes must go through the internet history of computers when we are tracking down virus infections and malware. It helps to find the source of the virus so we know what we're dealing with. This is also a byproduct of fixing internet based problems.Customers put a great deal of trust in companies' when they turn over their computer to them for repair. We would never violate this trust by snooping or going through a machine unnecessarily. There are times when we must go through a machine because we are looking for the data they want to backup, or looking for traces of websites to find the source of an issue.Hopefully this explains our actions and makes you feel at ease with your privacy and security. If I ever suspected someone on our staff was snooping at a customers machine they would no longer be at AllPro Technologies.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 Again, I was told that the $45.00 diagnostic would be deducted from the the total cost of $161.84 -- making my total payment $116.84.  Not $116.84 in addition to the $45.00.I was absolutely told by AllPro's employee, [redacted], that my total cost out of pocket would be $116.84.  This is what I saw on the contract I approved.  No where on the Approval Contract does it address that $45.00!  If the total cost was $161.84, then the $45.00 diagnostic should have been deducted from that -- making my total cost to pay $116.84!  The diagnostic amount should have been clearly addressed on the Approval Contract, and it was not!