Always Thinking Computers

I apologize but we do not really understand why you felt so poorly treated. Although you said we did not mention the policy to you, our calling policy was mentioned to you upon drop off, we mention it to everyone for 8 years and is a regular part of the intake process, we only have you initial the... line if we expect the repair to take more than 7-10 days(which is common at most places but rare here), it was on your slip/ receipt, and on the sign you said you could see where computer intake takes place. You chose not to read the agreement you were handed and said you see did not the sign at intake the first time, but when you were picking it up said you clearly saw it posted right in front of you at the counter.We have made the policy as clear as we can and you are correct we were unapologetic that you did not read your receipt as it is an expectation when someone hands a business their property and the business provides you with a receipt that you will read it. I also could not apologize any further after the first time for the $10 phone call charge(which we waved for you), the automated system is free, but as phone calls to check on your repair when we have a free automated system(Half of your receipt is a QR code that is one of methods that allows you to access this system and it is very visible if you even glance at your receipt), calling takes techs from doing repairs and you have to pay for the techs time. Although it seems like a small insignificant interruption the distraction actually is significant as a tech has to stop what they are doing and loses momentum to take the call and after being on the phone must find where left off and regaining proper work flow takes a several minute to be back to full pace. However that is a small part of the purpose behind the policy. People try to steal other peoples computers, people call us pretending to be customers in attempts get private information from us. Some viral infections actually have remote techs logged into your computer who see we are trying to fix the computer and call claiming to own the system and try to get us to stop long enough for them to finish stealing your private data, the purpose of the system is to ensure you and only you get information regarding your system and is for our customers security. Our will automatically system can be accessed from any type of device, Android and IOS phones and/or tablets, Windows(Any version PC, Phone, or Tablet) OSX and Safari compatible(Apple Macbooks and iMacs), and even Linux based browsers are compatible and has been praised highly as a much better alternative than calling by fast. I apologize I was quick to get your off the phone, the second time you called but as I said on the phone I had 5 customers at the counter that needed to be helped and 10 computers currently being repaired for other customers. We did not hang up on you I told you clearly I could not talk on the phone because the store was full of customers and requested you use the automated system to check and reminded you the automated system would have already contacted you if there was any information to provide. I let you know there was no information to provide you and I had people at my counter waiting for me and we would call as soon as there was a change before we ended the phone call. I simply reminded you our policy is we cannot discuss orders on the phone as we have the online system which is free, available 24/7, easy to use and not only will notify you of anything relevant to your repair as well as we will call you when any change occurs. We waived the $20 in fees our policy dictates we charge you for calling twice and did an entirely different service that would have costed around $300 at most places for free. I am sorry but your expectations are not compatible what we can provide. Our closest competitor would have charged $380 for a service that costed you $75 and would have likely taken a minimum of double the time. However I can assure you they all enforce their company policies as well and also expect that you read the receipt you are given explaining those policies.I do not mean to be impolite in saying up front my business fills a certain niche, fast cheap repairs, If 3 times the price and double the time is a good trade off to be able to call instead of using the online tool or waiting for us to let you know it is done we are just not the company you should choose. When you came in to pick up your unit we actually apologized for not being able to provide you information on the phone and politely reminded you about the policy and informed you that even though we should charge you we would not and you expected us to apologize further than we already had. You then spent approx 8 min telling our staff how bad our customer service was and we politely listened and allowed you to interfere with our work flow for 8 minutes before asking you to leave.Once again the policy is clearly printed on receipt you said you received and there is a very visible sign present on the counter where we intake computers that you also said you could see. What you describe as pacing around while you told us our customer service was so bad was actually us trying to work on the 10 other customers computers that you were keeping us from working on. It was not an attempt to be rude to you, but people depend on us to get their business and school computers fixed and back to them when promised so they can operate their business and/or meet deadlines. Our customers depend on us and come here specifically because we are the only company around that can turn over repairs as fast as we do. We cannot stop doing what our business is here to do so you could tell us how bad our service was, as you picked up your repair that would have costed several hundred dollars more elsewhere and taken much longer. I am sorry we have to run our business this way to accomplish what we do, but it is not aimed to impolite. The reason you choose us was because of our pricing and fast turnover, yet you object and are offended by the policies that allow us to accomplish this. We thank you for your business and wish you the best of luck in the future, but as said we are just not the company for you, however most people are more than happy to follow our policies as 8 years in business and having by far the best review record around on popular business review sites has proven.

I apologize but we do not really understand why you felt so poorly treated. Although you said we did not mention the policy to you, our calling policy was mentioned to you upon drop off, we mention it to everyone for 8 years and is a regular part of the intake process, we only have you initial the...

line if we expect the repair to take more than 7-10 days(which is common at most places but rare here), it was on your slip/ receipt, and on the sign you said you could see where computer intake takes place. You chose not to read the agreement you were handed and said you see did not the sign at intake the first time, but when you were picking it up said you clearly saw it posted right in front of you at the counter.We have made the policy as clear as we can and you are correct we were unapologetic that you did not read your receipt as it is an expectation when someone hands a business their property and the business provides you with a receipt that you will read it. I also could not apologize any further after the first time for the $10 phone call charge(which we waved for you), the automated system is free, but as phone calls to check on your repair when we have a free automated system(Half of your receipt is a QR code that is one of methods that allows you to access this system and it is very visible if you even glance at your receipt), calling takes techs from doing repairs and you have to pay for the techs time. Although it seems like a small insignificant interruption the distraction actually is significant as a tech has to stop what they are doing and loses momentum to take the call and after being on the phone must find where left off and regaining proper work flow takes a several minute to be back to full pace. However that is a small part of the purpose behind the policy. People try to steal other peoples computers, people call us pretending to be customers in attempts get private information from us.  Some viral infections actually have remote techs logged into your computer who see we are trying to fix the computer and call claiming to own the system and try to get us to stop long enough for them to finish stealing your private data, the purpose of the system is to ensure you and only you get information regarding your system and is for our customers security. Our will automatically system can be accessed from any type of device, Android and IOS phones and/or tablets, Windows(Any version PC, Phone, or Tablet) OSX and Safari compatible(Apple Macbooks and iMacs), and even Linux based browsers are compatible and has been praised highly as a much better alternative than calling by fast. I apologize I was quick to get your off the phone, the second time you called but as I said on the phone I had 5 customers at the counter that needed to be helped and 10 computers currently being repaired for other customers. We did not hang up on you I told you clearly I could not talk on the phone because the store was full of customers and requested you use the automated system to check and reminded you the automated system would have already contacted you if there was any information to provide. I let you know there was no information to provide you and I had people at my counter waiting for me and we would call as soon as there was a change before we ended the phone call. I simply reminded you our policy is we cannot discuss orders on the phone as we have the online system which is free, available 24/7, easy to use and not only will notify you of anything relevant to your repair as well as we will call you when any change occurs. We waived the $20 in fees our policy dictates we charge you for calling twice and did an entirely different service that would have costed around $300 at most places for free. I am sorry but your expectations are not compatible what we can provide. Our closest competitor would have charged $380 for a service that costed you $75 and would have likely taken a minimum of double the time. However I can assure you they all enforce their company policies as well and also expect that you read the receipt you are given explaining those policies.I do not mean to be impolite in saying up front my business fills a certain niche, fast cheap repairs, If 3 times the price and double the time is a good trade off to be able to call instead of using the online tool or waiting for us to let you know it is done we are just not the company you should choose. When you came in to pick up your unit we actually apologized for not being able to provide you information on the phone and politely reminded you about the policy and informed you that even though we should charge you we would not and you expected us to apologize further than we already had. You then spent approx 8 min telling our staff how bad our customer service was and we politely listened and allowed you to interfere with our work flow for 8 minutes before asking you to leave.Once again the policy is clearly printed on receipt you said you received and there is a very visible sign present on the counter where we intake computers that you also said you could see. What you describe as pacing around while you told us our customer service was so bad was actually us trying to work on the 10 other customers computers that you were keeping us from working on. It was not an attempt to be rude to you, but people depend on us to get their business and school computers fixed and back to them when promised so they can operate their business and/or meet deadlines. Our customers depend on us and come here specifically because we are the only company around that can turn over repairs as fast as we do. We cannot stop doing what our business is here to do so you could tell us how bad our service was, as you picked up your repair that would have costed several hundred dollars more elsewhere and taken much longer. I am sorry we have to run our business this way to accomplish what we do, but it is not aimed to impolite. The reason you choose us was because of our pricing and fast turnover, yet you object and are offended by the policies that allow us to accomplish this.  We thank you for your business and wish you the best of luck in the future, but as said we are just not the company for you, however most people are more than happy to follow our policies as 8 years in business and having by far the best review record around on popular business review sites has proven.