A Plus Computer Tech Inc

Originally this customer just wanted to fix Google Chrome not openingThe price was quoted $for half-rush service and $for hour labor We were able to successfully fix this issue However, the computer seemed to run a bit slow, so we suggested a Solid State Drive upgrade to make
the computer run fasterNormally, this service would be a separate job worth around $in parts and labor, but because the computer was already in our shop, we offered to include it for no additional labor We only asked the customer to pay for the part, an additional $on top of the existing jobThe customer approved this.Many laptops are made from a type of hard plastic that fractures easily under stress When we opened the customer’s laptop, we noticed some stress fractures around some of the screw sockets Fractures like these are a common problem that can sometimes result in damage to the frame, loose or free-floating hinges, or physical damage to the motherboard The customer had told us that *** *** had previously opened this laptop to complete a warranty repair; it is our belief that when they were reassembling the computer they tightened the screws too tight and caused torsion damage to the plastic frame It is our policy to tighten screws by hand in computers that might have this issue, specifically to prevent stress fractures like this from occurring in the first place The only way to fix this issue is to replace the entire frame However, this is only necessary once the stress fractures have worsened to the point where the screw sockets are no longer secured to the frame That was not yet the case on this laptop; we were able to screw the computer back together soundly and open and close the laptop without causing additional damage to the computer, so we declared it ready to be picked up The stress fractures, while a potential future concern, were not something that needed to be repaired immediately.Unfortunately, the technician who was in the shop when the customer picked up the computer was not the same technician who worked on it, so he did not know about this potential future problem The customer was not informed about the stress fractures We regret this oversight, because if the customer had been properly informed about them in the first place, she might have used it with more care, or taken it directly back to *** *** for a warranty repair.The customer came back in later with a keyboard issue related to these stress fractures and blamed us for the issue She was extremely upset The technician who was in the shop at the time was Darren, the owner of the company, who is Chinese-American and for whom English is a second language Clearly there were some miscommunications, as the customer claims that we were going to charge them to repair the issue This is not the case, Darren was offering to repair the computer at no additional charge despite the fact that the issue was not caused by A Plus Computer Tech He even brought up a part listing, and attempted to explain that he would pay for the cost of the part; but by this point the customer had escalated from upset to belligerent, and was no longer listening to anything he had to sayIn a final effort to defuse the situation, he offered to provide a full refund, and to swap the customer’s original hard drive back into the machine in place of the solid state drive The customer refused all warranty service and claimed they would take the computer back to *** *** for repairs.The following dialogue was pulled from our security camera footage as the customer was leaving the shop:“That’s crazy So *** rude I told you, he’s a *** ***.” (‘***’ being a racist term for Asian-Americans)Darren was understandably upset by this statement He went to the door and said:“Why do you keep saying ***? You keep saying *** you, *** you.” Because English is his second language, his statement was perhaps poorly worded, but his intentions were to get them to stop cussing him out After that, the guy that was with her started coming back to our shop, and the customer had to yell at him repeatedly to “go back to the car.” Darren felt threatened, and called because he expected the incident to escalate Luckily, it did not.Despite all of this, we are still willing to offer a full refund, and to repair the issue with the stress fractures at no cost to the customer, regardless of who is at fault for the issue However, we would require that the customer return the solid state drive.David G***Manager, A Plus Computer Tech BellevueVideo footage of the entire incident available on request

Subject: Re: Revdex.com COMPLAINT #*** *** *** VS A PLUS COMPUTER TECH INC.Hello ***For this customer, *** ***, we installed a Grade-A screen assembly on their MacBook Pro on 1/20/2017, and verified that it was working before she picked it up She brought it back on 3/6/2017, and
while dropping it off that time said that she, "put it down too hard," just before it went to a black screen There was a dent in the upper-right corner of the screen and it wasn't displaying video. We have a 90-day warranty, which covers defective parts and any problems that we might cause It does not cover damage caused by the user, such as fall damage, liquid spills, impact damage, etc Due to the evident damage - the new dent on the upper right corner - and based on the customer's description of the cause of the problem, we determined that the customer was at fault for this damage, which makes a second repair not covered under warranty Because the original job had been done just over a month ago, however, we offered to replace the screen again at a discount, but the customer declined this offer We are still willing to replace the screen at that discounted rate if the customer changes her mind

I repaired my screen of MACPRO in this store JAN,20th with months guranteeIt turned bad two days ago, when I sent it back to the store, after two days check, the empolyee played word trick with me, I quoted their description on paper"customer drop table on table and will now not boot/display" but I told them "I put it on the table and it turned to black screen"ALSO the description on their paper even does not make any sense! they told me that should be typo! but still it's my fault to put it on the table?? and they told me I abused my computer??? three empolyee in that office even do not give me any space to explain!! and they all said the old screen is A quality but without showed any evidence I felt very bad about this experiment after spend dollars for a bad screen for one month! I will do not recommend anybody to go this place again!

Complaint: [redacted]
I am rejecting this response because:I just simple put it on desk and I don't think the force can damage anything, except a really bad quality stuff. Also I remember one thing, at beginning several days the screen pixel was not stable, sometimes it turned blur and back to normal.I need their prove about A quality screen! If not I think it's a lie.

Complaint: [redacted]I am rejecting this response because: The business's response is untruthful. Darren NEVER offered to fix the broken part of the laptop free of charge. He said we would have to pay for the repair. I told him that I didn't understand why we would pay for a laptop that gets broken while at the computer repair shop. Darren's response was "we didn't break the laptop intentionally". I agreed with him- of course he and his employees wouldn't break a laptop on purpose, but I did tell him that they were responsible for the repairs since it was broke in their possession. For example, when a person bumps into your car with his/her car, it was just an accident. However, the person who bumped into your car is still responsible for damages.Darren then said "I will fix this for you free of charge only if you turn your computer over to us and we take out the solid hard-drive that we installed." In the business's response, it says that he would fix the repair free of charge and that was not at all what happened. Our options were to pay for the broken piece or they would repair it only if we let them undo the work they previously did on it. If he had offered to fix the broken piece, I never would have notified the Revdex.com. I had a witness with me and he would be happy to give a statement. I was taken advantage of by a business because they do not want to take responsibility for their actions. This is not right and now they are lying about what happened.Sincerely,[redacted]