285 Computer Repair Services

Complaint: ***
I am rejecting this response because:This is getting no where. I cannot continue "debating" this man and his inability to remember and state truths. This man spoke over an hour to my husband. - my husband clearly told Mr*** that the "tech" was NOT authorized to go beyond her stated time as well as was NOT authorized to reformat our hard drive. Mr*** wanted to then meet in person as he felt that "looking at a person helped him determine his next steps." . My husband travels and it took him a week to call Mr*** back - leave a message - and ask for a return call. He did not receive one. Two or three nights later - after I filed a complaint - Mr*** chose to call my phoneThe rest is history. Since then, the original invoice has changed as well as the description of events and work done. I do not care if it took this "tech" hours to wipe out my computer - she WAS NOT authorized to spend that amount of time on it. I do not care if she then took another hours reformatting the drive - she DID NOT have authorization to reformat it. I would have taken my computer to a more qualified establishment if I knew she was in over her head. This man has continued to "add to" his story and fabricate the rest. At this point, I have a beautiful new computer that cost LESS than this ridiculous scandal. I would only take back my desktop with a full refund so I can take it to a reputable business to have them fix it properly I hope through this situation this "business man" realizes the damage HE has done to his establishment. One cannot possibly expect good results when one does not do what they say they are going to do in the time frame they said they are going to do it and then fabricate the reality of the situation and blame the customer. It is a sad day and age when small businesses make their money by taking full advantage of the ones who can make or break their success
Sincerely,
*** And *** *** ***

The information provided by the customer was not only inaccurate but badly misrepresented as well. We attempted numerous times to assist further but they refused The following are facts that must be understood in these circumstances and represent the facts of the case: 1)
The client understood by signing our service form that they are responsible for current backups of their own system and that their backups need to be performed before they bring their system in for any form of service.. The form that they signed further stated that we are not responsible for data loss 2) The hard drive was corrupted and their system was in peril before they brought the system in for service. This was the case due to the state the system was in based on the clients explanation 3) The balance due on the account is over that has been unpaid. They are attempting to steal from us by issuing this complaint 4) The laptop system was picked up by Mr*** *** on requested 5) The outstanding balance has not been paid for the desktop system, The desktop system was repaired to the state that it was both usable and Windows was running properly. *** *** *** refused to pay the balance due. That is why we currently still have possession of the system Please see our communication below as the last message that was sent to them regarding this issue. They failed to take us up on the offer: Dear Mrs*** *** It is very unfortunate that you misunderstood what was said about the disc-repair utility taking “three hours” to RUN, which was only the first step in a rather long process to try to save your data, and restore the operating system on the machine you brought in. In point of fact, we did not charge for any of the hours-long processes that had to be run to bring it back to a working state; we only charged for the actual amount of hantime that was spent trying to recover it. And in point of fact, we actually spent a lot more time on it than what we actually charged you for, because we wanted to give you a break on it because we feel compassion for you and your situation Likewise, it is quite unfortunate that there was a misunderstanding about the work you expected to be done on the laptop. If all you wanted was to have the files copied over, then we’re confused by the descriptions on the second Service Request Form that you filled out and wrote the laptop is “overheating” and “shutting down.” That would seem to indicate to use that there was an expectation of solving the problems with it, rather than just copying files from the hard drive At this point we’ve offered to check out the laptop and get it running again…for free. We’ve offered to restore whatever files and backup data that you indicated that you had on your external backup hard drive…again, for free. The next step and decision is yours. What would you like to do? No other instructions were provided to us. In my one conversation with Mrs*** *** she was both irate, and interrupted me constantly. She would not listen to anything that I had to say to her or accept further offers to assist It should also be noted that Mrs*** *** has extremely little experience in operating a system as per her declaration. How could she therefore be qualified to make a judgment on the work provided. The consultation they received from other people in the business is absolutely irrelevant considering they are not aware of the circumstances surrounding this case I have attached a fiile detailing the entire process that was performed to recover her system. This will provide anyone with knowledge of the topic the ability to understand the nature of the issue. We only charged for far less than the time spent working on their problem because we empathized with their loss We still have the computer and will gladly return it to them once the outstanding balance is paid If the balance is not paid by the end of October, a lein will be issued against the computer in Jefferson County, CO Please see attached

Complaint: [redacted]
I am rejecting this response because:Upon resing the response from the establishment, it is clear they are continuing to misrepresent the situation.This establishment did not try to contact us to "assist" until after I filed a complaint.  When the owner did respond by phone call, I explained to him I was proof-reading my email to him and did not feel comfortable speaking and that I preferred a paper-trail.  He went on to say he merely wanted to resolve this and I had "enough of a trail."  He then told me he knew the situation well and asked what I wanted to resolve this.  I then commenced to telling him he did not know the situation well as he had not spoken with us in detail, he was going off a "tech's" story.  I tried numerous times to explain to him the details of the circumstances and he interrupted, yelled, swore, and belittled me.  I hung up.  I then sent the detailed email I previously started.1.  While I am outraged my data was not recovered, I am more outraged that there was no attempt.  My husband and I stood watching the process the "tech" performed, and not once did she remove the hard drive to run it in another system {which then could possibly retrieve data}.  In case the business is unfamiliar with the terms, it is called to make the hard drive "slave" to another system.  While we may have signed a form stating our data may not always be retrieved, we were told several times while standing there {because it was seen} that our data could be seen and therefore recovered.  We did not sign stating they did not have to TRY.2.  The system had a black screen with white icons on it.  The "tech" pulled up my desktop a couple times.  While they are contending the hard drive and complete system is corrupt, other establishments believe that may not be the case...and, once again, the hard drive should have been removed PRIOR to doing anything and placing it into/ onto another system to run it as they often times work fine in another device.  My "description" was that I was updating the system, the screen went black and the icons appeared.  I also stated I had never had any issues with the computer prior.3.  I feel the use of "steal from us" is a statement that explains their intentions completely.  We were told this would take no more than 3 hours, I paid one up front.  I then receive a call DAYS later stating she reformatted the hard drive and she was confident my data was mostly saved into a "data recovery file."When I arrived to pick up my computer, There was an old version of Windows {I'm guessing 7} and the recovery files were garbage.  I was then handed a bill for almost 7 hours of work.  I expressed my shock and annoyance that she broke her word on time, did not receive permission to wipe out my computer, and was handing me a bill for more than another computer costs.  4.  The laptop was picked up after reminding this establishment they had no service order for it.  While the owner disagreed and argued, he could not maintain that stance as it was true.  The laptop was picked up and it too was wiped out and not functioning - the purpose of taking that laptop in was merely to retrieve the information on it.  We feel is was maliciously destroyed due to the issues with communication and professionalism being called out.5.  The outstanding balance has not been paid as this establishment not only purposefully went far beyond the allotted time agreed upon to fix this desktop without the courtesy of a call to retrieve permission and the go-ahead, they did nothing to try and retrieve the data.  They are penalizing us for their inability to perform the job according to what the tech told us she could do.  How reasonable is it to take over 10 hours on a computer without informing the owner of the cost and progress?I have contacted several computer companies who have all stated they would have done a diagnostic exam on the computer - pulled out the hard drive to make it "slave" and retrieve the data - and NEVER would spend time on a corrupt hard drive.  The "tech" who worked on this computer should not have spent "over 10 hours" on a "corrupt drive."  After a diagnostics, she should have removed my hard drive, captured the date, and REPLACED the hard drive with a new one {after receiving permission.}  Plain and simple, you do not trouble shoot a corrupt hard drive.I have since had to purchase a computer as they have destroyed my laptop and are holding my desktop hostage.  I have paid them $75.00, I would like my desktop returned.This business is in Park County, not Jefferson County.
Sincerely,
[redacted] And [redacted]

Bustling Bladesmith, LLC
Mrs[redacted] was distraught and would not allow me to talk
to her. She was yelling, and
interrupting me. She would not listen to
anything I had to say. I was told that
her husband was going to call me back.
That did not happen so I followed up with one phone call to attempt to
resolve this situation on the phone. I
was met with aggression, anger, name calling, being accused of being a crook,
threatened to loose business in the community all by this woman. I took it.
But, once she would not allow me to talk, and continued to interrupt me,
that is when the communication stopped.
If anything, she is blaming us for bad decisions that she made by buying
another computer that she said didn't work
I will address each enumerated item one by one as they are
stated:
1) She obviously didn't read the summery of work
performed. Just because the drive was
not removed from the system doesn't mean that an attempt was not made to
recover the data:
·
The system was booted with an external flash
drive with windows recovery software that put us to a command prompt and many, many, many manual attempts to copy the
user data off the system were performed.
This is microsoft's own documented and recommended method of resolving
this type of problem.
·
There was so much corruption and the physical
disk sectors on the disk were so damaged that it was not possible for the
system to see the actual data identification in the File Allocation Table. But they don't have any idea what tha is so
they do not understand it. That wasn't
even enough. We tried the following
methods of backing up the data get it
off
1)
System Cloning through Easeus System Tools that we have access to using
a different hard drive connected to the system to make a copy
2)
xcopying whole areas of the disk to an external hard drive that was
connected to the system
3)
Removing damaged files that were choking the system and starting several
different times over again using various methods
4)
Also used several other tools to resolve soft problems on the disk
5) Finally using recovery manager
which said it was saving user data
So when the complainer says we
didn't try, there could be nothing further from the truth. The fact that she made some phone calls to
other shops and they said to remove the hard drive has absolutely no bearing on
this situation. By leaving the drive in
the "all in one" system, it saved even more time and we still were
accomplishing the same thing. The system
drive was acting as a SLAVE drive to the system and the boot drive was the
recovery flash drive running recovery tools
Since this system is an "all in
one" system, it has far more steps
required to get the drive out. We
performed the same tasks with the drive still in the system. It would not have made one difference.
On another note, just because a
directory entry resides in the system for your data, it doesn't mean that it
can be recovered. The entries stored in
the file allocation table were incorrect and the blocks that held most of the
data were damaged !!!!!
a). By speaking with a third party that has no
idea what is going on in the system, you are doing nothing but confusing the
issue. They have no right to pass
judgment on a system that they have never seen.
And anyone that does shows their credibility is in question
2) The black
screen and clear icons clearly show that the following are true:
The icon files that reside in the user directories are
corrupt or not visible by the File allocation table, and the background.bmp
files are also corrupt. These all reside
in the user directory . This is just the
beginning of the corruption. This was
the only visible portion when the system was running. This was far far more corruption than that
The Tech (as the complainer calls her) has over years of
experience working with all sorts of systems and at least working on Windows
systems. She is our Technical Services
Manager, is well respected (except by the complainer) and I would trust her
with any system that comes in the door
3) The comments about
the amount of time that the repair would take ABSOLUTELY DID NOT HAPPEN
!!!!!!!! I am not sure whether it was
based on some comment that she believes she made or understood.. That is absolutely crazy. The final bill was including a flash
drive. This is far less than what this
computer cost when they purchased it.
Mrs[redacted] herself told me that she spent over on her new
system that she frankly did not even have to buy if she would have been someone
that would listen and was able to communicate like a human being instead of an
irate closed minded individual. That
also doesn't include setting the system up for their particular needs and
restoring a data backup . So, spending
on a system (plus a new hard drive because the drive isn't usable), is
not unreasonable at all in our opinion.
It happens all the time
4) There was a service order for the laptop. I enclosed a copy of it with the last
response. It had all the details. There was no signature as previously mentioned, but it wasn't until she
verbally scolded [redacted] (staff member) to not work on the system after she was
given the go ahead that the system was closed.
They had left the system there and contacted us to pick it up when we
thought they would want it when they picked up the first system. This has nothing to do with a service
form. But, trying to follow the wishes
of the client as they were communicated at the time
5) This item is a statement that is based on
conclusions that are obviously not true.
So there is no way to address it.
Sorry
Mrs[redacted] brought
it into us to allow us to clean out the debris in the system and then changed
her mind when [redacted] began to work on
it. [redacted] simply removed the hard
drive, copied the user data to the other system, and put the hard drive back
in. If there is any other damage, it was
caused by things that happened when the system was not in our presence
This is my last
response to the [redacted]'s commentsOur position still stands