A 2 Z Computer Solutions

Review: Took a one-year-old Dell laptop into [redacted] at their Romeo Plank location. Only issue was computer was slow to respond to internet. [redacted] indicated she would "swipe it clean". The "repairs" were done in less than an hour (for the charge of $100.00). [redacted] indicated we had 14 days to come back if there were any "issues" with the machine. Got it home and discovered the DVD/CD ROM was busted. Wouldn't play -- wouldn't even open when a CD was inserted. Took the machine back to [redacted]. She indicated "it isn't like I dropped it or anything"...hmmm....she quoted us an addition $160.00 for labor and overheard her talking in the back about getting a new part from "e-Bay" which would be additional. We left immediately and took the computer with us without her even offering a refund of the original payment or even any portion of it. Her attitude was absolutely crummy....she had already gotten our money so she treated us extremely rudely. I would recommend that you find another computer repair place before even considering this one.Desired Settlement: I want my $100.00 back. [redacted] guaranteed her work and it turns out she ended up damaging my system even more than it was when I took it in. Her statement "it isn't like I dropped it or anything" was very telling. The DVD/CD worked when I took it into her shop and didn't work when I picked it up. The only other explanation is that they further damage computers there so you'll bring them back and pay more.

Business

Response:

I stand behind [redacted]. She has never treated anyone crummy or disrespected a customer. The nature of the repair took 6 hours to complete. Windows updates take a minimum 4 hours alone. [redacted] ran the MRI (diagnostic program) on the Ethernet/Wireless to determine the best course of action which she performed.

The reason the customer is complaining is because she walked in the door accusing the technician of breaking her drive.. She stated that it worked before. We were merely giving her a worst case scenario. That is where the $160.00 was mentioned. We offered to keep it so we could get to the bottom of it. The customer didn't want to leave it and was confused with the use of computer terminology that was used. She told [redacted] that she is a nurse and could she talk at her level. [redacted] was speechless and the customer was aggravated by then. The customer scooped up the laptop and said she had a 2 year warranty with Dell.

I agree [redacted] could have handled this better by asking the customer to leave it without telling her the cost if the drive was defective.

The original issue was fixed in a timely manner.

If the customer had agreed to leave it here it would have been fixed with no additional fee.

Thank You,

Business

Response:

This whole thing is taking a dark turn. I stick by my first response.

This women is moving toward a Libel suit. She has no right to make up things. I will

say it one more time. "We have never broken anyones equipement"

This was brought in for a WI-Fi issue and that problem was solved. End of story.

The CD\DVD in question was never mentioned when the computer was dropped off for service.

I cannot fix something that I didn't know was broken. The DVD has nothing to do with the WI-FI.

I don't know why this customer is so angry. Her Wi-Fi issue was resolved. Her DVD would not have been

covered under my warranty "It was not purchased here" Dell fixed her DVD. If I had known of the DVD issue in the first place

I would of done the same exact thing. Given her a price on the new one. If the DVD had pieces in it moving around like she said then

I would say it is a defective drive. I will not be responsible for that. I didn't manufacture the drive.

Thank you again for the right to respond to an accusation that is completely false. I will protect my company from false accusations

however I see fit. This is grounds for Libel action. I will not be held accountable

for something that I am not responsible for.

Consumer

Response:

[A default letter is provided here which indicates your rejection of the business's offer.

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Defensive posturing is not an appropriate resolution for breaking a customer's laptop, nor does it resolve this complaint. Please reference my prior responses/initial complaint. There has been absolutely no attempt by this business to resolve this issue. Not a good company to deal with. Future customers....beware!

Regards,