Cactus Computer

Review: On Monday Feb 3rd I called Cactus Computers and asked about their servicing rates to fix my lap top. I told them I had [redacted] along with pop up ads malware and other problems. I was quoted a price of $69 an hour and told it is a 3 day turn around on lap tops. My husband dropped off my Acer Aspire on Feb 3rD Monday. I called the Following Monday on Feb 10th and was told computer had NOT been looked at YET. I was called on Feb 11th and told bill is $69 come pick it up. My husband picked up computer on the 11th after paying the bill and brought it home. The first thing I noticed when I started up the laptop was that everything was the same. The pop ups the malware and it could pull up [redacted] but the internet would not work. I had to wait and call Cactus the following morning because they were closed. The girl who answered the phone was EXTREMELY RUDE and told me she would not get in the middle of any problems that I would have to speak to the tech I had to hold while he was talking to another customer. I do not remember his name, but when I told him what the computer was doing he said well why doesn't your [redacted] anitvirus fix all your problems. And I said why should I take the computer to you and pay you to fix it when you are telling me my anti virus is responsible. He said you can bring it back in but I do not know what your problem is. He gave the phone back to [redacted] who is the manager and answers the phone. SHe is super rude and said to me I do not get involved with any of this. I asked her if she draws a paycheck and there was dead silence on the line. She told me to bring the computer in again and I told her that Tech is NOT touching my computer. She said then you will wait at least 3 months for someone else to look at it. Well, I am on disability SSDI and only get paid once a month so I had to wait to get paid again at the beginning of this month to take my still broken computer into [redacted] and they currently have the computer. They verified that the computer has serious problems and it shocked them that anyone or TECH has been working on the computer. The computer got worse after Cactus had it and now would not let me sign in with my password. [redacted] tech said the entire operation system had crashed. I have no idea what cactus did but I want my $69.00 back from Cactus and they should apologize for the rude hurtful way they spoke to me. I have never seen a manager say to leave her out of everything and the TECH to tell me my antivirus should fix the problem but still demand I pay them to get my computer back. They are theives and liars and I want my money back and everyone to beware before you go in their store. I am a very poor woman and they really took advantage of me.Desired Settlement: I want a full refund of $69.00. No need for an apology as these people are nasty everyday of their lives. Apologizing to me will not change their evil nasty ways. I just want my money back to pay my TECH at [redacted] TECH [redacted] has fixed my computer and I told him what Cactus did to me and he said they are competitors so that is so sad they are so mean. I do not think these KIDS know how to run a business or treat paying customers. I called the manager [redacted] today asking for a full refund and she was very very rude to me and said she needs to speak to the tech who fixed my computer because she is verifying I am not a liar. The only people guilty of wrong doing in this matter was the staff of Cactus Computer. I can say that it would not bother me to see them lose their business. I have been in business for 40 yrs before becoming disabled and I have never been so rudely and inappropriately spoken to as [redacted] and her TECH spoke to me. God help our country if this is an example of the businesses of the future.

Business

Response:

Response from [redacted], the technician involved. Ms. [redacted] is mistaken.

When she asked what my turnaround time was, I told her it was typically between one and two days, depending on the problem. She brought in two computers, not one, on Monday the 3rd. The first computer (the older one) was done by Wednesday morning and her husband picked it up on Thursday. The second computer, which I began working on Wednesday afternoon, was much more difficult because it would not boot into Windows. Through a very tedious and time comsuming process of elimination, I discovered that she had two antivirus programs on her computer, Malwarebytes and [redacted]. These two antivirus programs are incompatible in full protection mode and were preventing her computer from booting into Windows. I was able to verify this by working late Friday night, March 7th. We are closed Saturday and Sunday. Beginning Monday morning, March 10th, I finished removing malware from her computer now that it would boot into Windows. The computer was done Monday afternoon.

She had told me Monday, February 3rd, that she intended to put an antivirus program called [redacted] on her computer. We have experience with [redacted], and it was not good experience. I advised her not to put [redacted] on her computer.

A couple of days later she called complaing that her computer was displaying popups and would not connect to the Internet. That statement is normally self contradictory. You cannot have popups from malware if you cannot connect to the Internet. I asked her if she had installed [redacted] on her computer because I expected that she might have another antivirus conflict resulting an a non-working antivirus proxy and that would keep her from using the Internet. She became hostile at the question, telling me she knew what she was doing. Then I asked her to describe some of the popups. She refused to describe them saying she knew what a popup looked like. I said that if she brought the computer in we could see what she was talking about. She hung up.

Later she called [redacted] to complain about me, saying I had a smart mouth. I never got angry with her and initially only asked her two simple questions, When she refused to answer, I attempted to expain why I was asking. She may have considered that a smart mouth; I don't know. [redacted] asked her to bring in the computer so we could take a look at it. She said we would only if I would not look at it. [redacted] said okay, but she never brought the computer in.

The next we heard from her she was demanding her money back. She said she had taken the compter into [redacted]'s repair department and I guess it was working okay, since she didn't say it wasn't. We would, of course, refund her money if we had failed to do a complete job, so we called [redacted]. Talking to [redacted]'s repair department, they said her computer was running fine and that they had scanned the computer for viruses and other malware but had found none - meaning our job was indeed competent; we had done everything we were asked.

Despite the fact we had done exactly what was asked and in a competent manner, we decided to give her a full refund of what she had paid. However, we just pulled the refund out of todays outgoing mail since this complaint shows us that she will never be satisfied no matter what we do, and we have no inclination to reward vitriol.

Point-by-point analysis.

1. We do not charge $69 per hour to fix viruses, we charge $69 per computer.

2. I do not consider having to hold while the tech finishes another call to be a rude behavior.

3. The computer worked when it left here. I believe Ms. [redacted] caused her computer to crash by again installing a second antivirus program.

4. We were never rude to her. We simply told her the truth, which she was unwilling to hear.

5. Ms. [redacted] calls us "kids". We are both proud grandparents and have been running Cactus Computer for over 30 years.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

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.] I will call the mediator tomorrow and prove the owner and techniciian [redacted] are lying about several things. The tech called [redacted] at [redacted] the day I filed a formal complaint and pumped [redacted] for information because there was no papertrail from Cactus. Cactus never saw 2 computers and if he did I would like him to give me details of the computer that he did not get from [redacted]. I do not appreciate grown ups who run a business and lie so bad that the customer has bank records and other records to prove they are liars. I was quoted several times in [redacted]'s statement that were nothing more than bald faced lies. I would imagine there is not much integrity amongst the owner, manager and technician. Any grown up that can lie this much in a 2 paragraph statement probably has an interesting rap sheet with law enforcement. I will discuss much of the matter with the mediation manager. My husband who is a retired Police Officer was also extensively involved in this claim. He had to pass several polygraphs to obtain and keep his job I would doubt the manager or the technician could pass even one polygraph related to the treatment they extended to us. I have been told that [redacted] has had numerous complaints against Cactus computer so I am sure my complaint will be followed by a plethora new complaints.

Regards,

Business

Response:

I am the person who worked on [redacted]' computer, [redacted].

[redacted] took Ms. [redacted] statement as to the dates for these events to be correct and asked me to help fill in the details between those dates. I had not checked the dates but only knew the order in which things progressed. My records, however, indicate that the timetable Ms. [redacted] stated was inaccurate. Our reference to a second computer was inaccurate as I do not have a record of another computer being brought in by Ms. [redacted], and I'm assuming I may have confused Ms. [redacted] with another lady who brought in two computers the day before, Monday, February 3, 2014. These were the computers I was working on when Ms. [redacted] brought in her computer. Ms [redacted]' reference to Monday and our acceptance of that date led to this confusion.

On Tuesday, February 4th, 2014, [redacted] brought in her computer (this date was recorded by the computer on the service work order so I'm sure it is accurate). Attached to the computer was a note about what she believed the problem to be and, talking to her, she expressed the belief that she had malware on the computer. The work order says:

"See Note. Sounds like she may have gotten a rogue Driver updater."

I began working on the computer the afternoon of February 5th after completing the service on the computers brought in Monday. According to the work order, I completed the work on February 7th, 2014 at 13:39:20 in the afternoon; the computer provided this time stamp. When working on the computer, the problem I ran into immediately was that the computer would not boot fully into Windows in Normal Mode, but would boot into Windows in Safe Mode.

The findings and actions listed on the work order are:

"Anti-virus conflict caused by [redacted] which I removed. Do not install [redacted]. Virus scan (clean), updated drivers not updated by her Driver Update program."

There isn't much room to write the findings in a small window in our system, so I'll interpret the above.

I started by doing an offline virus scan of her computer as 80% of the time this solves problems with computers being unable to start normally. While it did find malware on her computer, they all fell into the category of "Probably Unwanted Programs", or PUPs as they are refered to by the anti-virus industry. PUPs do not normally cause booting problems and are not malicious in that they may present you with popup ads, but do not intentionally mess up your computer's operating system.

Because her computer would not fully start in Normal Mode but would start in Safe Mode, I felt the most likely cause was a driver problem as not all drivers loaded in Normal Mode load in Safe Mode and she had a "Driver Update" program on her computer that might itself be malware, but not recognized as such since she intentionally installed the program and that would have been noted by her anti-virus program.

The morning of Thursday, February 6th, I began working through the tedious process of trying to discover if any of the drivers were preventing the computer from booting into Normal Mode. It turned out that none of the drivers were the cause.

The afternoon of February 6th, I started the even more tedious process of turning non-Microsoft services and startup programs individually on and off, rebooting the computer with every change. The computer would boot into Normal Mode with all of the services and start programs turned off. I worked late into the evening of February 6th, turning these services and startup programs on and off until I found those causing the computer not to boot into Normal Mode - there were four. However, all four were put there by [redacted]. I left these services off, booted into Normal Mode, and removed [redacted].

In the morning of February 7th, I still was concerned about the possibility that the Driver Update program was a rogue program; I ran it to see if it would update any drivers. After running the program (it had indicated it had updated all the drivers to their current version), I went to the computer manufacturer's websites and did a driver update from the manufacturer's website. Indeed, the Driver Update program had not updated the drivers and I updated them from the manufacturer's website. I then used [redacted] anti-virus (already installed on the computer) to boot scan the computer to make sure that the Driver Update program had not installed malware on her computer, and it had not.

[redacted], who lives in another community 15 miles outside of Moscow, picked up her computer on Tuesday, February 11, 2014 (the date is on her invoice), four days after the computer service was complete. At the time she picked it up, she was cautioned not to install the [redacted] anti-virus program. This is a program we evaluated when [redacted] wanted to sell us the program to resell to all of our Internet customers at a small amount added to their monthy Internet bills. [redacted] may have been the first to use behavioral methods of blocking viruses from activating on a computer, but it did not stop the virus from being installed on the computer and because it did not use heuristic rules, it would have problems identifying viruses already on a computer and would have a limited ability to remove viruses. For that reason, we decided against using and recommending [redacted].

A day or two after she brought the computer home, she called me complaining she was getting lots of popups and could not connect to the Internet. There is no waranty on virus removal, not from any service shop, because once the user connects the computer to the Internet and begins using it they can cause the computer to become reinfected due to their actions (the same type of actions that caused the computer to become infected in the first place). Call any computer repair shop you want and you will find this statement is true. I did NOT tell her this, deciding instead to try and help resolve her problem.

First "popups" and "cannot connect to the Internet" do not happen at the same time. A popup is an ad downloaded from the Internet and displayed on a computer. If she could not connect to the Internet then she was not viewing a "popup" ad. I did not tell her this but asked instead for her to describe one of the popups to me. She responded that she knew what a popup looked like and would not describe the popup which she said she saw when starting the Firefox web browser. I suspected the "popup" was not an ad but some other message. Because anti-virus programs and especially anti-virus program conflicts can cause a person not to be able to get web pages even when connected to the Intenet, I asked her if she had installed [redacted]. She said she had. I asked if she had uninstalled [redacted] first. She said she had, but the way she said it left me with some doubt that she had uninstalled [redacted] or uninstalled [redacted] first. However, I did not pursue this further. It was obious that this was going nowhere because she was not cooperating. Even though she had seriously altered the computer configuration and may have done so in a way as to cause problems, I asked her if she would bring the computer back in and I would look at it and try to resolve the problem at NO CHARGE. That is where our conversation ended.

She then called [redacted] to arrange to bring the computer in but insisted that I not work on it because I had a "smart mouth", meaning, to me, that because I questioned her I was being disrespectful. She never brought the computer in.

The next we knew, she had taken the computer to [redacted]'s service department, [redacted], and called us to demand her money back.

[redacted] called [redacted] at [redacted], who had worked on Ms. [redacted] computer, and asked what he found wrong with Ms. [redacted]' computer. [redacted] told her he had found nothing wrong (no popups or failure to connect to the Internet were mentioned). He also said he had scanned the computer for malware and found nothing. He said that all he did was transfer some files from an old computer onto her computer. Of course, he charged her for his labor.

[redacted] had not commited to anything when Ms. [redacted] called, but asked me whether we should refund her money. We agreed that Ms. [redacted] was the type who would go around complaining about us and it might be worth $69 to wash our hands of her. [redacted] made out a check the same day as the call, check number [redacted], and put it the outgoing mail. The date on the check and the day Ms. [redacted] called us is March 6, 2014, twenty-three days after she had picked up the computer from us.

March 6th was also the date [redacted] received a copy of the complaint from the Revdex.com. Obviously, we couldn't mollify her by giving in to her demands, so [redacted] removed the check from the outgoing mail and voided it.

Simply put and supported by the evidence available to us, I feel I did the job I was asked to do, I did it competently, and I did it in a timely fashion. She was told the computer would most likely be done within 24-48 hours after I finished the computers I was working on and by staying late that Thursday evening I was done in just under 48 hours. Ms. [redacted] could have caused the problem she was experiencing but that is only a suspicion derived from the fact that she admitted altering the computer against my recommendation. I do not feel we owe Ms. [redacted] any money.

I hope this resolves the complaint.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

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.] I reject the response based on the plethora of untruths put in writing by [redacted]. One phone call to [redacted] the tech at [redacted] and he will tell you [redacted] is lying about everything he said to him involving my computer. [redacted] is so confused he is not sure what he has worked on and what he hasnt worked out that is because the company does not provide the customer with ANY paper work when you drop off the computer. My husband [redacted] dropped off the computer I had it written on our calendar as Monday but it might have been Tuesday the 4th of March. I was told by a very abrubt and curt woman named [redacted] that they have a 3 day turn around. I called cactus computer on Thursday which is on my iphone and was told the computer had NOT been looked at yet. Then I called again on Friday and have the proof of call on my iphone on march 7th and was told it still had not been looked at. I called again on Monday March 10th and was told [redacted] would get to it sometime this week then on Tues right before their close of business they called my husbands iphone which we have proof of it and said come and get it. When I got the computer home and opened it up Cactus was gone for the evening and I quickly realized that NOTHING had been touched. I could connected to the internet but the computer would not open a page. That is exactly what I told to [redacted] but he was so busy being nasty and rude to me that he never really heard what I said. He said to my why don't you make your panda antivirus fix everything? I said why would I pay you or bring my computer to you if that is all I had to do. He never warned us about installing [redacted] but my Husband told him that we knew to removed [redacted] and [redacted] before installing [redacted] which is what I did. I did get a verbal statement from [redacted] about all that he did to my new BRICK as that is what they laptop turned into within 24 hours of [redacted] touching it. [redacted]'s company will not allow a written statement per their policy and I was told by their manager that they have had so many negative dealings with Cactus computer and [redacted] and [redacted] lying that they do not want to get involved. [redacted] was FURIOUS when I read to him what [redacted] had written about what he appparantly had said. It wasn't just misquoting him it was a statement full of bald faced lies. [redacted] never ran any tests on the computer because it was a BRICK thanks to [redacted] I hired [redacted] to extract data off the Hard Drive of the Brick using a back door and putting it on a laptop I have that works fine with [redacted]. [redacted] antivirus is in the top 10 of antiviruses you can look that up on [redacted]. I would take [redacted] review over anything [redacted] says. WHen I called to ask for my money back because it was obvious that they had not touched the computer I asked [redacted] who answered the phone to speak to a manager or better yet the OWNER of the company. She said well I guess I am the manager. THat is a violation of the contract you have with Revdex.com by not presenting your supervisory and owner stafff to customers. You are to be transparent to customers. Why would [redacted] not say she is the owner unless she had SOMETHING to hide. The other day when I called to complain about the computer not being touched she said she had nothing to do with anything and do not get her involved in the business. I asked her if she draws a paycheck and there was dead silence on the other end of the line. The fact that [redacted] had to make up so many lies about the entire ordeal appears to be massive guilt. We have phone records and we have a verbal statement from [redacted] stating [redacted] lied about everything [redacted] the other tech said to him. A business that puts a check in the mail to pay a customer back because they knew immediately they cheated the customer but then once the customer complains to Revdex.com know the work is out you are liars and thieves you decide to pull the check and void it. I'm sure you cannot provide proof of that transaction. Yes I will telll everyone I know that you two are liars and theives because that is what you are. I am sure you have paid customers back and asked them not to complain to Revdex.com. You cannot maintain an A+rating with Revdex.com when you do not know how to run an honest business. You never gave my husband an invoice when he dropped off the computer. You try to do as much as possible without paper trails. There is a reason for that. My hope is that Revdex.com opens their eyes to the type of business owners and people you are and decide you do not fit in to their model of an honest business. Shame on you for treating unsuspecting customers so terribly and shame on you for NEVER telling the truth. I cannot accept anypart of a statement that is filled with lies. When I spoke to [redacted] yesterday and told him what you quoted him saying he is going to his CEO for legal recourse. You cannot go around malicious slandering customers and quoting professionals incorrectly to strengthen your lies. There are laws against doing that. You have miss quoted me several times and I know you are habitual liars who will say anything to get out of being guility. You should just admit you cheated the client you took her money and you never touched her computer. You made me pay for services you never rendered and no refuse to give me my hard earned money back for cheating me. Well, I will not just take my licks and let you cheat me and half of the unsuspecting people of Moscow. You will learn that you cannot cheat hard working people lying to them and robbing them blind. Shame on [redacted] and [redacted]. Dishonest Business Owners.

Regards,

Business

Response:

We understand Ms. [redacted]' concerns. We have tried to alleviate them, point-by-point, but she remains unconvinced.

We completed the work, and the computer was working fine when it left here. We tested it. Based on my conversation with the technician from another company who saw the machine after it left here and found no problems with it, I believe we did a good, competent job in fixing the computer.

We understand Ms. [redacted]' frustrations. Like a doctor sees sick people, a computer technician sees frustrated people. We try to lift those frustrations by repairing the computer, and usually we succeed. But this time we repaired the computer without lifting the frustrations.

I am very sorry.

_____________________________

-- [redacted]

-- Cactus Computer & Internet

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

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.] Catus computer turned my laptop into an useable brick. I called them as soon as their business was open the next day to inform them nothing was fixed and nothing was touched. I had to wait until I got a SSDI check again to take my computer for [redacted] and the password had also been changed on my computer or the password the tech at Cactus wrote down from my notes was incorrect. If the tech never even had the correct password and wrote my phone number down wrong as well they would have never been able to call me or to get into the computer to use it. [redacted] refuses to give me anything in writing which doesnt help me the customer. But their tech [redacted] said to me that [redacted] is a bald faced liar and maliciously made up [redacted]'s statement it wasnt even a misquote. I am attaching all the paperwork that Cactus gave to my husband. As I NEVER went to their business as [redacted] and [redacted] have reported. You will see the invoice to fix the computer and the invoice that it is fixed are all printed on the same day. They have my password to the computer WRONG which means then never got into the computer and instead of a ### or ### number they listed my number as ###-###-#### which is wrong. When they finally decided the computer was fixed 7 business days later they called my husband at his job because they had no contact number. Even though I called several times and they kept telling me they had my number. Cactus computer has done and said so many wrong things to me they should feel ashamed for fleecing a disabled woman and stealing her money from her. And then when I asked for it back because they ruined my computer and I had to throw it out they refuse to refund my money. These two belong in jail for theft not running a legitamite business. I do not have a scanner or printer I am too poor and I am borrowing a friends computer to send this. I hope everyone reads this complaints and quickly realizes to stay away from this business. They cannot get your phone number right or your computer password to even work on a computer. I already knew that people like this flipping a dime in business would never own up to all of their mistakes and return the customers money who they just fleeced. I had to make a picture of the two invoices my HUSBAND was given BY [redacted] not [redacted]. I do not own a scanner or printer. You can clearly see the drop off work order and the invoice to pick up the merchandise were printed the same day and time. [redacted] was listed as the person printing and handing the customer. My Password was written down for the tech and it was [redacted] you can clearly see that whoever fillied out the invoice didnt care that the password was wrong rendering the computer locked up and useless for them to work on. They also listed my contact number with the wrong phone number and hand wrote that [redacted] doesnt work with [redacted] which all computer tech's with knowledge know this is not true and [redacted] has listed [redacted] in the top 10 of virus protectors yet [redacted] has written to NEVER install it. So now he is more knowledgeable than [redacted] staff. The copies of these 2 invoices and this software did not let me upload the other 4 pictures, but all these invoices clearly show they had no intention to look at the computer or contact the customer. They have rewitten the password from what I gave them to an incorrect password and they have entered a wrong phone number when my husband gave them a correct one. Cactus computer from just looking at their invoices is really not in business to help but to hinder any operation towards fixing a computer and then are lightening fast to blame the customer for their falacies. It is hard for me to believe that the competition in Moscow has not put them under, but it won't be long. I am a disabled customer who was unaware how badly I was going to get fleeced by this company. I did the right thing and asked for my money back for a job they did not do. I have the verbal comments of a tech 3 at [redacted] who even stated it appeared they rendered the laptop a BRICK. [redacted] produced a quote from [redacted] that had absolutely NO truth to it to make him feel he had fixed the computer and actually earned the $69.00 when in fact he did nothing but lie and verbally abuse the customer. [redacted] lied and said she guessed she was the manager and she lied as she knows she is the owner of the company but she did not want me to know that. She is the same person who told me she had nothing to do with anything that happens at that business and when I asked her if she draw a paycheck dead silence on the phone and she would not answer me. [redacted] is the owner of the business that will not step up to the plate when there is a problem, she lies to customers and hides out. With 40 yrs of business experience I have never in my life seen such a racket as Cactus. I am terminally ill and very poor due to my illness. I have lost everything and Cactus computer is working hard at taking what little I have left. Shame on you for robbing from the disabled and the poor and the knowing, but there is not anything the abused consumer can do but ask for our money back. Shame on you [redacted], [redacted] and [redacted] and anyone else who takes money for a job NOT Done and for all the deceipt and lies in your heart. I am sure GOD is very proud of you. I am glad I do not know you and damn sure I am not related to you. You are bad people. Enjoy MY money knowing you never earned it, you stole it.

Regards,

Review: The owner has no customer service skills, is rude and unwilling to help resolve any issue. He only wants money for service he does not complete and does not know what any of his three employees have going on nor does he care. he throws he has an A+ rating from the Revdex.com and if you have a complaint go there. He also states his business has been open for 33 years and the way he does things works just fine. I am really put out that a business can treat people so rudely and still be in business. I will not be willing to do business with him in the future and will have to drive 30 miles to the next town for service.Desired Settlement: Removal of his A+ rating

Business

Response:

Mr. [redacted]'s employee came into our store with a computer and asked for [redacted], one of our employees. I told her that [redacted] was not here. He had a scheduled appointment at 1 p.m. and it was 1:10 when she came in. She did not have an appointment for a particular time. After being told [redacted] was not here and might not be back for a couple of hours, she left.

When Mr. [redacted] called and talked to me, I could not understand what he was talking about. I told him I would call [redacted] and learn what was going on. [redacted] was not reachable immediately by cell phone, which I relayed to Mr. [redacted]. Then Mr. [redacted] began a tirade on poor service, and "Is this the way you treat all of your customers". Mr. [redacted] had still not told me what it was he wanted.

Finally, he said that he wanted an operating system CD for his HP laptop. There are two types of CD's, ones specific to the computer and ones that are OEM. He wanted me to give him a copy of one of the OEM CDs, which would be both a violation of our licensing agreement with Microsoft and copyright infringement. I didn't know what [redacted] promised him, but I told him I was unwilling to give him the CD. He apparently considers my refusal to break the law and my contractual agreement with Microsoft as poor customer service.

I tried to convince Mr. [redacted] to get the legal HP Windows Vista CD from HP but he did not like the idea and wanted us to provide an OEM CD, which I continued to be unwilling to do.

Later, when [redacted] returned, I asked him if he had promised to give Mr. [redacted] a copy of the Vista installation CD. He said he had. We then had a long talk about what was and was not permissible under copyright law, so this will not happen again, however we still cannot legally provide the software the customer expected. The only thing we can do is apologize that he was misled.

I'm very sorry.

This is a positive review of Cactus Computer. We have had only highly adept, very cooperative, and encouraging experiences with Cactus. They will "go the extra mile for you". We believe they are a contribution to the community of Northern Idaho. The owners and all employees are a compliment to northern Idaho business community. We highly recommend Cacus Comuter company. THank you and blessings, [redacted]