Advanced Computerized Concepts

The people are the "used car salesmen" of computer repairI left a T computer with them and came home with a gb hard drive from an old, who knows how old, Dell in my HP towerHeaven only knows what more hardware was switchedI'm searching for the original paperwork on my computer to see if they even returned my computer! Cashed my check before I could stop payment

Review: We took our desktop computer to Advanced Computerized Concepts (ACC), [redacted]2 (###-###-####) beginning June 26, 2013. We told [redacted] Webb, the apparent owner of ACC at this time that we knew very little about computers and were relying on him for help. Prior to this date, we had taken our computer to [redacted] in Chandler, AZ, and they determined we needed a new hard drive. We gave them the approval to install a new hard drive. When we returned home we discovered we needed the recovery of our existing data. To avoid another trip to Chandler AZ we contacted Advanced Computerized Concepts after finding their business in our yellow pages.

During this time [redacted] told us [redacted] makes their living replacing hard drives by telling consumers they have a bad hard drive. In general [redacted] spoke very negatively of [redacted].

[redacted] Webb stated he would do the retrieval for $80. [redacted] called us on June 28th and said there were viruses in the old hard drive and he would have to remove them before he could do data recovery. He said it would cost us $150 to remove the viruses. We said okay. He called us to pick up our computer. Instead of him transferring the data onto our new hard drive [redacted] waited until we returned to his business. He turned our computer on and a strange screen came up that we had never seen. This screen had not been seen when our computer was turned on at [redacted] or when we turned it on at our home prior to taking it to ACC. [redacted] said he had no idea what the screen was. [redacted] then told us for $40 he would diagnose the problem. We had told him on the phone prior that we were having trouble with our laptop also. He told us to bring it out and he would check it for an additional $40.

On July 2, 2013 [redacted] informed us that our computer with the new hard drive that had been installed by [redacted] had a virus and he could not load our data information until he cleared it of viruses. He charged us $200 for that.

On July 5, 2013 we picked up the desk top computer. [redacted] convinced us that we needed to buy a Panda virus program for $85. He told us the Kaspersky virus program we had was not a good one and Panda would be much more efficient. [redacted] said that our old hard drive was not bad and we should return to [redacted] and ask for our money back. At the same time he told us our laptop had viruses and for $200 he would remove them. We told [redacted] no thank you that we already had paid him $595 for a computer that we paid $850 for brand new two years ago.

Our daughter was here at the time visiting from Colorado so we had her take our old hard drive back to our son-in-law who is quite computer literate. We had not informed our son-in-law of all our dealings with ACC. He told us after checking the old hard drive that there were viruses which [redacted] had told us he removed. Our son-in-law told us that it is his understanding that you don’t have to remove viruses to retrieve data. He also said that having viruses in the hard drive does not mean it is in the computer and he felt we were taken advantage of by ACC.

We took the computer and our old hard drive which we had our son-in-law mail back to us to [redacted] as [redacted] suggested we do. We explained the entire situation to them and they said they would test the old hard drive and check our computer at no cost. [redacted] determined, as they had originally, that the old hard drive was not completely gone but was failing. They also confirmed what our son-in-law had said regarding the old hard drive having viruses which we had paid [redacted] $150 to remove and also stated that you do not have to remove viruses to retrieve data. [redacted] went on to say, as our son-in-law said, that the computer more than likely did not have viruses in it because viruses do not transfer from the hard drive to the computer. Both our son-in-law and [redacted] felt Panda virus program is not a good virus program and that our Kasperky virus program was better. Again ACC mislead us.

On each of the invoices from ACC, it states “all sales are final. Seller will diligently try to meet expectations of buyer, although seller can’t be held liable for lost data and/or computer hardware failure. Buyers exclusive remedy in disagreements is to pay for work done and seek another seller.”

Each time we paid [redacted]’s initial charge he told us the following cost would have to be paid in cash. Therefore, we wrote three personal checks for $80, $80 and $85.08. The other charges for $150, and $200 were paid to him in cash as he had requested.

In summary, [redacted] did retrieve our data from the old hard drive however; he charged us $150 to remove viruses from the old hard drive which he DID NOT DO. And as stated above, our two other resources said that it was not necessary to remove the virus to do the retrieval of data which apparently [redacted] did as the viruses were still in the hard drive. Despite ACC’s disclaimer as stated above, we feel betrayed. [redacted] took advantage of our lack of computer knowledge and charged us $150 for a service that he did not do and would not have been necessary. We feel ACC should refund the $150 to us.

The same argument goes for the $200 we were charged for the removal of the virus from the computer. As stated above, there was nothing wrong with the computer. Then [redacted] turns on the computer allegedly for the first time in our presence on June 28th after having the computer for two days, and mysteriously this never-before-seen screen appears which costs us $40 for diagnostic and $200 for virus removal. We feel this amount should also be reimbursed to us by ACC. In regard to the Panda virus program, we believe we have no recourse as due to our computer ignorance and being gullible he convinced us how good it was.

We are 70 and 66 years of age and not computer literate as we said earlier. When we were dealing with ACC we put our trust in the company. Although it may not be illegal what ACC did in dealing with us, it is certainly morally and ethically despicable. Apparently ACC through [redacted] Webb felt they had a sucker in us and used that to nickel and dime us throughout the process. A process that was never necessary.

We are full time residents of Arizona for the past two years. We have to begin establishing relations with various businesses. Unfortunately, we were terribly deceived by ACC and [redacted] Webb. We live in an active adult community and word can spread quickly when homeowners find a reputable company as it can when we encounter a dishonest company.

We feel we should be reimbursed a total of $390 from ACCDesired Settlement: We feel we should be reimbursed a total of $390 from ACC.

Business

Response:

Mr. and Mrs. [redacted] herein referred to as client brought in a computer on 6/26/13. A.C.C. wrote up and had client sign a contract in which client wanted A.C.C. to attempt data recovery of clients additional hard drive not presently in clients computer. Client had previously brought computer to [redacted] whom was unable to retrieve said data. Client agreed as per said contract of 6/26/13 to have data recovery done for the amount of $150. Data recovery was completely successful.Client thereupon being satisfied with A.C.C. in completing aforementioned data recovery contract of 6/26/13 wanted A.C.C. to work on clients computer which was recycling and freezing. This was already supposed to have been fixed by [redacted]. A.C.C. wrote up and had client sign contract of 7/2/13 for estimated amount of $200 to remove found viruses on clients computer which were causing reboot. A.C.C. completed contract of 7/2/13 successfully and computer was no longer virus ridden.Client was happy that A.C.C. was able to data recover all of clients very important data and was happy that A.C.C. was able to remove viruses from clients computer.This complaint was quite surprising to A.C.C.Client signed contracts and had contracts completed.

Consumer

Response:

I have reviewed the response 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 the offer I reviewed appear below.

Therefore, we will dispute ACC's response as being partially inaccurate. First of all, we clearly stated to ACC that [redacted] would have retreived our data but we would have had to leave the computer with them for additional days. So, we wanted to save a trip to Phoenix and found ACC in our local phone book.

The people are the "used car salesmen" of computer repair. I left a 1 T computer with them and came home with a 148 gb hard drive from an old, who knows how old, Dell in my HP tower. Heaven only knows what more hardware was switched. I'm searching for the original paperwork on my computer to see if they even returned my computer! Cashed my check before I could stop payment.

Review: I took my new laptop to them as I was having problems accessing web sites. I would get a popup saying"[redacted] cannot open this site". I was required to put $40 down to start work on my laptop. A few days later I was told the cost to repair would be $150 more. When I picked it up the bill was $200 plus the $40 to begin. He had wiped my laptop clean saying it was full of viruses. He said he would not warrantee it if I didn't buy a security program from him. I didn't. When I got home with it I discovered it had the same issue that caused me to seek help. A friend of my was here when I brought it home. He suggested I move my laptop to see if I could get better connection with the [redacted] modem I used. Sure enough with the computer in a different location everything works just fine. I feel like I was taken advantage of and charged excessively for unnecessary labor. I had just recently upgraded my [redacted] virus and never had any issues with any viruses or anything else as the laptop had only been used a few days.Desired Settlement: Refund my money for work not needed and I will not complain about all the time I had to put into it to reload software that he removed.

Business

Response:

[redacted] brought his computer in and Requested A.C.C. to diagnose the problem for a $40 diagnostics fee, at this time [redacted] said his computer was having internet issues, he signed a contract on 12/31/12. A.C.C. found virus and configuration issues and for a fee of $175 could resolve as per signed contract of 1/2/13. The contract clearly stipulated that issues could result in overage; in this case it went over by $25. [redacted] was aware of this posible overage before the work was started because [redacted] did not have his reload disks and was advised by A.C.C. .The work was completed successfully and all the viruses were removed. A.C.C. advised [redacted] that he should purchase an anti-virus/firewall and load it before getting back on the internet. He declined in buying the one that A.C.C. carries and recommends.According to [redacted]'s complaint; he has been successful in getting back on the internet which shows that A.C.C. did the job correctly.It should be noted that [redacted] told A.C.C., upon pickup of computer, that he had a just located a friend that said he would have helped him. [redacted] was mad more at himself because he thinks he could have saved himself some money in 'hindsite'.A.C.C. is happy that [redacted] now has a funtional computer in regards to internet access and will again help resolve any further computer problem.A.C.C. cannot refund any money to [redacted]; but A.C.C. has fulfilled all contractual obligations to [redacted].

Consumer

Response:

I have reviewed the response 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 the offer I reviewed appear below.The computer would not connect to the internet when I got it back from A.C.C. It had the same issue that I had taken to A.C.C. to have it checked out. A friend of mine was here when I came from A.C.C. and tried to connect to the internet. It had the same issue and would not connect. My friend suggested moving the computer to a different area of the house. He suspected I wasn't getting good reception where I had set up. He was right. The computer connected with out fail and has not had an issue since I moved to another room. I have no problem paying for services rendered if that is in fact what I receive. All I can say is read A.C.C's contract before you do any business with them. Why would they have the following wording in their service contract?" Buyers exclusive remedy in disagreements is to pay for work done and seek another seller." This is not about money, this is about honest business practices.

Regards,

Business

Response:

Once again, A.C.C. is happy the Client, [redacted], is now able to get back on the internet.The computer brought to our office was infected with viruses. A.C.C. cleaned the computer completely of any virus activity; this is what the client accepted, upon contract, and was billed appropriately.It should be noted that computer problems can be double, triple trouble; the client, [redacted], was able to connect to the internet because the fouling caused by the virus was cleared up; thus showing that A.C.C. did a job well rendered.I will note again about, the friend, involved; this is of mention because, [redacted], upon picking up the computer, complained "that if he knew his friend was going to visit then he would of never taken the computer in for repair." Also it should be noted that he was mad at himself for this because he said that his friend would of fixed it at no charge.A.C.C., as a business, can only do what the client contracts out; after the contract is completed the compensation is due. A.C.C., did a good job, as even highlighted by Mr. [redacted] in stating that he was able to get back on the internet.