On September 1, 2015 [redacted] brought in her laptop to have it scanned for viruses since it wasn't working correctly, and said last time it was $100 to fix it. After working on the laptop, we diagnosed a failing hard drive as the reason why the computer was working poorly. The customer was very...
adamant about having the computer back because she was leaving town, giving us a strict deadline. I could not get a hold of the customer by phone and knew if we didn't start fixing the computer it would not be ready-before she needed to leave since it was a base model computer and was not particularly fast. If the customer did not want to fix the laptop, we could have easily put her old hard drive back into the computer and returned it untouched and just charged a diagnostic fee if she did not want to spend the $199 to fix the computer .When the customer came to pick up the computer on September 3, she was upset about the $199 charge because she believed it was going to be $100. I explained she had to buy a hard drive, which was extra . I also offered to return the laptop in its original condition and charge her a $60 diagnostic fee. She elected to pick up the laptop in its repaired state. I told her it would be done in a few minutes,but because the computer had a base processor, it took longer than expected, and it is outside of our control the amount of time a computer completes certain task. The lady informed me her•elderly mother was sitting in the hot car during summer, I told her to bring her inside the air conditioned store or to turn her car on and let the air run. It took much longer than expected to finish the computer, again it was beyond my control. Also, because of her strict deadline, I did not have ample time to fully inspect and test the computer before it left our shop.The customer called me many times by phone after arriving home hours away. First, she didn't know her WIFI password and I tried to help her, but I could not retrieve the password without being present at her home. She told me she had some other issues and I tried to help her, but again, I needed the computer to bepresent to check it. Unfortunately her being so far away has made it difficult to answer all her questions and solve all her problems. If se was .local I could have come out to her home and helped her better. After that, I did not hear from her until we got her letter.As far as installing Windows 10 when she told me not to, Idid not make a note on the sheet and if I installed it when she didn't want me to, we could have rolled back to windows 7 with only a few mouse clicks. If that was my mistake Iwould have helped her fix that very quickly and easily. Also, she claimed we gave her a refurbished hard drive, but is not normal practice to install a refurbished hard drive inot customer's computers.drive into customer's computers.Ms. [redacted] has her dates all wrong in her claim;I have documents and invoices with the correct dates which I indicated in this letter. Also, having to pay another company on two different occasions to work on her computer is irrelevant because we would have looked at it for free after the service if she was not satisfied and would have continued to assist her until the computer was functioning to her liking. Again, it is not our issue that she lives several hours away and she did not give us time to check the computer after we had finished our work.I am sorry we could not resolve the customer's issues, we are offering a fullrefund minus the original $60 diagnostic fee, and we would also require the harddrive we sold her to be returned.
On September 1, 2015 [redacted] brought in her laptop to have it scanned for viruses since it wasn't working correctly, and said last time it was $100 to fix it. After working on the laptop, we diagnosed a failing hard drive as the reason why the computer was working poorly. The customer was very...
adamant about having the computer back because she was leaving town, giving us a strict deadline. I could not get a hold of the customer by phone and knew if we didn't start fixing the computer it would not be ready-before she needed to leave since it was a base model computer and was not particularly fast. If the customer did not want to fix the laptop, we could have easily put her old hard drive back into the computer and returned it untouched and just charged a diagnostic fee if she did not want to spend the $199 to fix the computer .When the customer came to pick up the computer on September 3, she was upset about the $199 charge because she believed it was going to be $100. I explained she had to buy a hard drive, which was extra . I also offered to return the laptop in its original condition and charge her a $60 diagnostic fee. She elected to pick up the laptop in its repaired state. I told her it would be done in a few minutes,but because the computer had a base processor, it took longer than expected, and it is outside of our control the amount of time a computer completes certain task. The lady informed me her•elderly mother was sitting in the hot car during summer, I told her to bring her inside the air conditioned store or to turn her car on and let the air run. It took much longer than expected to finish the computer, again it was beyond my control. Also, because of her strict deadline, I did not have ample time to fully inspect and test the computer before it left our shop.The customer called me many times by phone after arriving home hours away. First, she didn't know her WIFI password and I tried to help her, but I could not retrieve the password without being present at her home. She told me she had some other issues and I tried to help her, but again, I needed the computer to bepresent to check it. Unfortunately her being so far away has made it difficult to answer all her questions and solve all her problems. If se was .local I could have come out to her home and helped her better. After that, I did not hear from her until we got her letter.As far as installing Windows 10 when she told me not to, Idid not make a note on the sheet and if I installed it when she didn't want me to, we could have rolled back to windows 7 with only a few mouse clicks. If that was my mistake Iwould have helped her fix that very quickly and easily. Also, she claimed we gave her a refurbished hard drive, but is not normal practice to install a refurbished hard drive inot customer's computers.drive into customer's computers.Ms. [redacted] has her dates all wrong in her claim;I have documents and invoices with the correct dates which I indicated in this letter. Also, having to pay another company on two different occasions to work on her computer is irrelevant because we would have looked at it for free after the service if she was not satisfied and would have continued to assist her until the computer was functioning to her liking. Again, it is not our issue that she lives several hours away and she did not give us time to check the computer after we had finished our work.I am sorry we could not resolve the customer's issues, we are offering a fullrefund minus the original $60 diagnostic fee, and we would also require the harddrive we sold her to be returned.