Dana's Place

Initial Business Response /* (1000, 5, 2015/07/20) */
Contact Name and Title: Lawrence [redacted] (GM)
Contact Phone: XXXXXXXXXX x202
Contact Email: [redacted]@pcdirect.com
I sincerely empathize with this customer, but as we explained to him on the phone after he picked up his machine. This service...

(transferring data from an old machine to a new one) was performed correctly. We copy all files from the old machine into one folder labeled "backup" on the new machine. When this customer made it clear to us that he wanted everything back where it was originally on his old machine we offered to accommodate him as best we could, but he just kept insisting we refund him his money. After we denied his refund he contacted his credit card company and filed a chargeback, which was later overturned due to insufficient evidence and the customers unwillingness to allow us to see his machine after service was performed to verify we had not transferred his data.
OFFER:
At this time we would still be more than willing to take another look at his machine at no charge and attempt to fulfill his request to have all the data put in it's proper place. Though his complaint said he has already had "another vendor" fix his problem so I'm not sure what else we can do to help solve his issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bottom line is I was charged for a service that was not performed. I took my computer to Apple to have it fixed. They completed the work in under two hours. PC Direct had the computer for two weeks and could not do what I requested. They also told me they did not see ANY work done by PC Direct so started from scratch. I asked for very specific things to be done and PC Direct was unable to do them. After two weeks waiting - being told it was done - getting home and calling them back only to hear - bring it back in and we'll try again - I have no basis to trust them with valuable information. The credit card company called me to say the were sorry but they could not pursue as I signed for the computer. I was not aware I had to check their work before going home. They should not be rewarded for effort - only results. Their results were they accomplished nothing and billed for a completed service.