Advantage Computer & Network Solutions

Took my Dell laptop in to repair the flickering screen. The "tech" says it could be the cable, or it could be the screen. "Tech" says they need to order the part, that it should take a couple or few days. They call later that day to tell me what they already told me, that it could be the cable or it could be the screen, and asks, "What do you want us to do?". I didn't know what to tell them, my answer was, "You're the professional, you tell me what needs to be done". He finally says, "Let's try the cable first, and see if that's it". I say, "Ok, if that's what needs to happen, and, he charges me $110.27 over the phone". Keep in mind, there has been no written estimate, no written work order. 12 days later, they finally call to tell me the cable arrived and was installed, but that the cable wasn't the problem. I go to get my computer, because now I'm disgusted that they are making ME pay for THEIR guess work. My boyfriend and I are in there saying it's not right that I, the customer, is having to pay for your guess work - and now my computer is not fixed, but you now have $110 of my money. An argument ensued, where the Owner (didn't catch his name), insists that the responsibility is mine, because I agreed to the guess work. He says, "We will offer you credit for any further work you have us do, but I cannot refund your money". After a good five minutes of trying to convince him that it was not acceptable, under any circumstance, to expect the customer pay for the professional's guess work, he would not let up, so we left. He, in his threatening tone, says, "Yeah, and I have all this on audio (yes, he said "audio", pointing to the surveillance camera), your argumentativeness...". There's more, but I have a character limit that is almost filled, but he tried to flim flam us, and told at least two lies. There is a law when it comes to automobiles, where the professional must supply a WRITTEN & signed estimate before any work can be done, wondering if there is a similar law re puters.Product_Or_Service: Repair of a Dell Laptop ComputerDesired SettlementAs I already stated, under no circumstance, should the customer be liable to pay for the professional's guess work. Also, hearsay, including, "Well we TOLD you we didn't know for sure what the problem was" - is not acceptable. There was no written agreement on the work. The main point here is that no customer should be liable to pay for a professional's guess work.Business Response Originally the customer took the laptop to another computer shop and complained to us about their service/response. Our techs communicated with the customer that there was not a clear solution to the problem the laptop was having. We knew that the problem was surrounding either the cable or the LCD screen itself. We informed the customer that they could be paying for both in order to fix the problem. The suggestion was to start with the more affordable part, if they wanted to continue. The part took over a week to arrive since it was only available over seas. The part did not fix the problem.The customer then came into the store with her "boyfriend" that was prepped and ready to argue. I attempted to provide a service credit to continue with the LCD replacement. It was an unfortunate scenario and I wanted to help by providing free service for the install of the LCD (not the part though). Instead the customer's "boyfriend" became angered and yelled. The other customer/people in the office could not believe how aggressive he was being. I asked the "boyfriend" to leave and he started pointing at my face while standing in front of me and yelling. At that point he began threatening to sue. I calmly pointed at the camera and told him that the whole confrontation is saved on camera. And it is.We have never had such an experience with a customer and usually can resolve problems. The "boyfriend" came ready to fight and had no intention of working with us.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I'm hoping that an official will step in soon - in order that I will not have to continue going in circles, expecting me to keep repeating what I've already said no less than twice. I'll repeat again, to make sure that these statements of mine are not forgotten.1. My computer has been fixed - it's been in perfect working order for weeks. SO, no need for any after the fact offer of a $40 credit.2. I will never leave my computer in the hands of a person or company that has shown to be dishonest and incapable of doing competent work.3. It is not right for a professional to expect the customer to pay for guess work. Re: dishonest: Viewing the surveillance file that the tech claimed he has would show the 3 untruths - first, the fact that [redacted] was sitting the whole time and was not yelling - contrary to the tech's claim that [redacted] was aggressive, "ready to fight", and other such false claims. 2nd lie - the tech claims "...other customers could not believe how aggressive he was being" - while there was not a single customer in the store during the whole exchange - and, the girl who came in from the back room only heard a minute or two of the exchange, and was obviously not a customer. Third lie - the tech claims [redacted] was yelling and pointing his finger in the tech's face - the video will show that this never happened.4. I am not interested in any after the fact credit. There were never any numbers discussed regarding any offer of "credit", not to mention, there was not going to be any kind of refund or credit for installing a cable that was not causing the problem ($110.27). Again again, I had no idea how long the guess work would continue - the tech was already inaccurate in his guess about the cable - AND, expected me to pay for the cable and the installation - added to the cost of whatever else he was going to do in guessing what the problem was - in spite of his after the fact "offers". It became apparent during his phone call, and even moreso when I went to get my computer - that he was not an honest business person.So, I will accept nothing less, and nothing other than a full refund of the $110.27.Final Business Response This is Advantage Computer's final response and attempt to resolve this matter.We are willing to provide a $40 credit that can be used towards service. The service price to install the LCD is $40. The customer must pay for the replacement LCD (parts) itself prior to install.Advantage Computers stated that both parts may need to be replaced in order to solve the problem. If the LCD and cable do not fix the problem then Advantage Computers will refund the parts and labor. This offer is valid until January 10th 2014 and requires that no further damage has been done to the laptop.Consumer Response As much as I've tried to stay focused on the problem, I see that I let myself be sidetracked, so, I'm here to clarify and reiterate.As stated, my problem with all of this is that I do not see how it's ok for a business to expect the customer to pay for guess work. With said guess work, I already paid for a cable that I did not need, AND, the tech was expecting me to also pay for a screen. As a way to save himself, he, in afterthought, offered a vague "discount", no numbers were mentioned, but he, towards the end of the disagreement in his shop, mentioned some kind of "discount". Well, even with said discount, I would still be paying for a cable that did not fix the problem, and, for a screen that may or may not have fixed the problem. So, this, along with the fact that I had my computer fixed weeks ago, is why I am not interested in anything but a full refund of my $110.27.