To Whom It May Concern: First and foremost, I would like to say that I have always taken pride in providing outstanding customer service. In this case, I can certainly see how I have not met my customer’s expectations. That being said, I would also like to explain how I have provided...
serviced this customer. The customer originally brought their computer to me in November of 2015. The customer had an issue with the screen going black over time on their HP All in One Computer. It took a while to determine the cause of the problem, as it is not a common problem that I service. Eventually, I concluded that there was a faulty chip on the motherboard causing the screen to go out over time while it is in use. I ordered a new motherboard for the customer and had issues with the part arriving. When the part finally arrived, it was damaged. I had to return the part and wait for a new one to arrive. When the new motherboard arrived, I fixed the computer and returned it to Mr. [redacted] and apologized for the time it had taken to repair the issue. Several months later in July of 2016, Mr. [redacted] returned the computer saying it was having the same problem. I can only assume that the replacement part had failed again, having the same issue as the first motherboard. Graphics chip or GPU issues are fairly common problems on HP motherboards. That being said, I wasn’t really sure how to fix the issue without incurring more costs for myself or my customer. I could order another motherboard, but it could go out again over time. It is my written policy that all parts are guaranteed from defect for 30 days. I am quite certain Mr. [redacted] had the computer for more than 30 days before he returned it back with “the same problem.” In regards to not returning calls, most of my work load is doing contract work for other companies. I have been very busy on service calls and have had very limited time onsite to work on in house customers repairs or concerns. For this reason, I have hired a part time assistant to answer and return calls. She informed me of Zach’s messages and I told her I would handle it since it is an issue prior to her start date, and she would not be familiar with the circumstances. I wanted time to revisit the issue with the computer, before I called Zach so I could possibly offer another solution. However, now that a formal complaint has been filed I would like to get matters resolved. I will be happy to oblige Mr. [redacted] in returning the computer. Also, I am willing to refund the money paid for the first repair, even though the computer worked for over 30 days before he returned it. In regards to the cost of the first repair, I do not believe it was $350. I believe it was more likely in the $175-$250 range, but I am having trouble locating the original invoice. If Mr. [redacted] can provide a copy of the receipt, then I would be willing to refund him the amount for that repair even though it exceeded my 30 day parts policy. In conclusion, Mr. [redacted]’s repair was an exceedingly difficult one, and not a standard repair. The complication of damaged parts and issues in shipping compounded the issue. To exasperate the issue, the replacement part failed after the repair was finished and returned to the customer. And to make matters worse, my busy appointment schedule has caused me to have poor communication with Mr. [redacted] on the issue. So, I apologize for my lack of communication and would be happy to return the PC to Mr. [redacted] the next time I am in the office as well as refund him for any amount he can provide a receipt for. Best Regards! Rick Feltner Owner 360 Computer Care
To Whom It May Concern: First and foremost, I would like to say that I have always taken pride in providing outstanding customer service. In this case, I can certainly see how I have not met my customer’s expectations. That being said, I would also like to explain how I have provided...
serviced this customer. The customer originally brought their computer to me in November of 2015. The customer had an issue with the screen going black over time on their HP All in One Computer. It took a while to determine the cause of the problem, as it is not a common problem that I service. Eventually, I concluded that there was a faulty chip on the motherboard causing the screen to go out over time while it is in use. I ordered a new motherboard for the customer and had issues with the part arriving. When the part finally arrived, it was damaged. I had to return the part and wait for a new one to arrive. When the new motherboard arrived, I fixed the computer and returned it to Mr. [redacted] and apologized for the time it had taken to repair the issue. Several months later in July of 2016, Mr. [redacted] returned the computer saying it was having the same problem. I can only assume that the replacement part had failed again, having the same issue as the first motherboard. Graphics chip or GPU issues are fairly common problems on HP motherboards. That being said, I wasn’t really sure how to fix the issue without incurring more costs for myself or my customer. I could order another motherboard, but it could go out again over time. It is my written policy that all parts are guaranteed from defect for 30 days. I am quite certain Mr. [redacted] had the computer for more than 30 days before he returned it back with “the same problem.” In regards to not returning calls, most of my work load is doing contract work for other companies. I have been very busy on service calls and have had very limited time onsite to work on in house customers repairs or concerns. For this reason, I have hired a part time assistant to answer and return calls. She informed me of Zach’s messages and I told her I would handle it since it is an issue prior to her start date, and she would not be familiar with the circumstances. I wanted time to revisit the issue with the computer, before I called Zach so I could possibly offer another solution. However, now that a formal complaint has been filed I would like to get matters resolved. I will be happy to oblige Mr. [redacted] in returning the computer. Also, I am willing to refund the money paid for the first repair, even though the computer worked for over 30 days before he returned it. In regards to the cost of the first repair, I do not believe it was $350. I believe it was more likely in the $175-$250 range, but I am having trouble locating the original invoice. If Mr. [redacted] can provide a copy of the receipt, then I would be willing to refund him the amount for that repair even though it exceeded my 30 day parts policy. In conclusion, Mr. [redacted]’s repair was an exceedingly difficult one, and not a standard repair. The complication of damaged parts and issues in shipping compounded the issue. To exasperate the issue, the replacement part failed after the repair was finished and returned to the customer. And to make matters worse, my busy appointment schedule has caused me to have poor communication with Mr. [redacted] on the issue. So, I apologize for my lack of communication and would be happy to return the PC to Mr. [redacted] the next time I am in the office as well as refund him for any amount he can provide a receipt for. Best Regards! Rick Feltner Owner 360 Computer Care