Mr [redacted] called us for service on his HP 6074A printerOur technician B***, went to Mr [redacted] and serviced the printer as stated on the invoice that Mr [redacted] signed copy follows)The printer was inspected and needed in shop service and partsBefore we order ANY parts for a customer that will total more than $100, we have the customer pre-pay for parts ONLY, not laborAs you can see by the charge on 2-13-14, we obviously had Mr [redacted] 's approval since he gave us his credit card number to process the transactionBefore we removed the printer from Mr [redacted] 's basement, we explained to him that we would first try the belt replacement, but additional repairs may be necessary due to age and wear of unitHe completely agreed and told us to take unit from his basement and back to our shop for repairsWe ordered the belt and a trailing cable and attempted to replace bothWhile replacing the belt, the trailing cable needed to be removed to get at the belt areaWhile trying to reseat the trailing cable, the old cable completely fell apart due to extreme wear and poor workmanship on the part of the manufacturerBecause of the faulty trailing cable, the control board zapped outWe made several attempts to contact Mr [redacted] to notify him of this with NO return phone calls We then tried to contact him via e-mail using the e-mail address on the business card he gave us at the initial time of serviceStill no response Finally, on March 12, B [redacted] got a hold of Mr [redacted] via telephone and explained the situation to himHe stated he did not receive the e-mails because he had not used that e-mail in yearsWhen you give someone a business card, how is the recipient supposed to know the information is NOT correct? He gave us the correct e-mail and we re-sent him notice that we needed additional money for the labor on the unitWe do not charge customers up front for labor since we have no way of knowing how much time will be involvedMr [redacted] called on 3-13-and still did not understand why he was being charged additional moneyHis credit card was NOT billed for the additional labor since our practice is to have the customer's permission first before we process any charges to their credit cardI asked if he had spoke to B [redacted] on the 12th, he said he did, but still didn't understandThat's why you see the e-mail dated 3-14-He ultimately refused additional work due to the high cost of repairing everything that is wrong with the printer Mr [redacted] never called asking for a refund from us and he never returned our phone calls when we made attempts to deliver the unit back himContrary to what Mr [redacted] states, he never initiated a phone call stating he was upset with the situation nor did he inform us he wanted the printer back by March If so, why did we send him e-mails on March 4,and 13th? This unit is about feet long, takes two people to lift and move and has been sitting in our place of business Why would we NOT want to return to customer? We cannot just deliver something, especially a printer of this size, to the customer and leave in their drivewayThen we really would be in troubleWe need to coordinate delivery with the customer and this customer was unwilling to respond to voicemails and initially gave us the wrong email information Mr [redacted] has disputed the credit card charge that HE authorized and has been refunded his money through the credit card companyWe, ABJ Service Co., Inc., are disputing that chargeback through our credit card processing companyThe whole reason we have customers prepay for certain things is just for this factCustomers don't like the outcome and the high cost of repairing the whole unit, so they then refuse to payThis customer pays up front, and now because he doesn't want to complete or continue the repairs, he feels he is owed a refundWe have many hours of labor on this unit and we have paid vendors for partsHe should be responsible for all time and parts up until this pointIn fact, we are giving him a break on the total labor charge and have explained that to himHe states his desired settlement is to have his printer returned to him which is what have been trying to do for weeksWe, however, cannot return the unit unless he pays for the time and parts that have been put into the unit up until this point
Mr [redacted] called us for service on his HP 6074A printerOur technician B***, went to Mr [redacted] and serviced the printer as stated on the invoice that Mr [redacted] signed copy follows)The printer was inspected and needed in shop service and partsBefore we order ANY parts for a customer that will total more than $100, we have the customer pre-pay for parts ONLY, not laborAs you can see by the charge on 2-13-14, we obviously had Mr [redacted] 's approval since he gave us his credit card number to process the transactionBefore we removed the printer from Mr [redacted] 's basement, we explained to him that we would first try the belt replacement, but additional repairs may be necessary due to age and wear of unitHe completely agreed and told us to take unit from his basement and back to our shop for repairsWe ordered the belt and a trailing cable and attempted to replace bothWhile replacing the belt, the trailing cable needed to be removed to get at the belt areaWhile trying to reseat the trailing cable, the old cable completely fell apart due to extreme wear and poor workmanship on the part of the manufacturerBecause of the faulty trailing cable, the control board zapped outWe made several attempts to contact Mr [redacted] to notify him of this with NO return phone calls We then tried to contact him via e-mail using the e-mail address on the business card he gave us at the initial time of serviceStill no response Finally, on March 12, B [redacted] got a hold of Mr [redacted] via telephone and explained the situation to himHe stated he did not receive the e-mails because he had not used that e-mail in yearsWhen you give someone a business card, how is the recipient supposed to know the information is NOT correct? He gave us the correct e-mail and we re-sent him notice that we needed additional money for the labor on the unitWe do not charge customers up front for labor since we have no way of knowing how much time will be involvedMr [redacted] called on 3-13-and still did not understand why he was being charged additional moneyHis credit card was NOT billed for the additional labor since our practice is to have the customer's permission first before we process any charges to their credit cardI asked if he had spoke to B [redacted] on the 12th, he said he did, but still didn't understandThat's why you see the e-mail dated 3-14-He ultimately refused additional work due to the high cost of repairing everything that is wrong with the printer Mr [redacted] never called asking for a refund from us and he never returned our phone calls when we made attempts to deliver the unit back himContrary to what Mr [redacted] states, he never initiated a phone call stating he was upset with the situation nor did he inform us he wanted the printer back by March If so, why did we send him e-mails on March 4,and 13th? This unit is about feet long, takes two people to lift and move and has been sitting in our place of business Why would we NOT want to return to customer? We cannot just deliver something, especially a printer of this size, to the customer and leave in their drivewayThen we really would be in troubleWe need to coordinate delivery with the customer and this customer was unwilling to respond to voicemails and initially gave us the wrong email information Mr [redacted] has disputed the credit card charge that HE authorized and has been refunded his money through the credit card companyWe, ABJ Service Co., Inc., are disputing that chargeback through our credit card processing companyThe whole reason we have customers prepay for certain things is just for this factCustomers don't like the outcome and the high cost of repairing the whole unit, so they then refuse to payThis customer pays up front, and now because he doesn't want to complete or continue the repairs, he feels he is owed a refundWe have many hours of labor on this unit and we have paid vendors for partsHe should be responsible for all time and parts up until this pointIn fact, we are giving him a break on the total labor charge and have explained that to himHe states his desired settlement is to have his printer returned to him which is what have been trying to do for weeksWe, however, cannot return the unit unless he pays for the time and parts that have been put into the unit up until this point