B Com Computer Centre Inc

Complaint: ***
I am rejecting this response because: firstly I am not a heSecondly, I asked for the expert letter the day I dropped off the computer, May 19thMy emails show I asked for the receipt from the "*** ***" on my first visit to BCOM on the 19th, if I knew to ask for that because that's what *** directed me to do on the 18th I knew to ask for the letter of expert I have not ever disputed the fact that I asked for them to wipe the computer clean and no I did not need anything backed up* ** ** *** *** *** * *** *** I do not know what was put on my computer just that it was a virusI am disputing the fact that they never gave me a letter of expert and if they are going to keep saying I didn't ask for it on the first visit - which I clearly have documentation support that claim, I would also like to know why I never got a response to my July 17th email I sent Ray.
Sincerely,
*** ***

Hi [redacted] I apologize for the late response.  We did not receive your first e-mail. We read through the e-mail that Revdex.com sent us.  She actually did not tell you the whole story. The first day when she dropped off her laptop to our shop.  She told us her laptop got attacked by virus...

and looks like it was also got hacked and someone could control it remotely. Then, we told her since we were not sure what programs she had in the laptop.  The best way to fix it is to format the laptop and get the operating system re-installed.  We did ask if she needed to backup anything.  She said no.  She also signed off the agreement to approve us to go ahead and format the laptop without backing up anything.  At that time, she never mentioned anything about the credit card payment charged by other company. Couple days later, her computer was ready for pickup.  She came to our shop and picked up the computer.  At that time, she did mention when she was using the laptop, there was a pop-up ad.  It said that her computer was hacked and controlled remotely  by someone.  She had to pay to get it fixed / unlocked to the other company.  She then paid by her credit card.  Her problems was not fixed completely by the other company. We suggested her she could go to the credit card centre, explained to the credit card center what happened. Try and see if the credit could able to do something for her.  We also gave her a copy of our service form to show what we had done to this laptop, all the viruses are removed, etc. She then came back and ask for the "letter of expert".  She told us we have to explain on the letter what viruses her laptop got, what the viruses would do to her laptop that kind of thing. However, we had already told her the very first day that she came in we only formatted her laptop and got the operating system re-installed.  We did not look into what viruses she had in her laptop.  We were unable to issue that letter because of that reason.  If she could tell us at the very first day that she paid on a pop-up ad.  We could look into it to find out what viruses she got so that she could provide proof to the credit card center.  Unfortunately, we could not make up what viruses she got and help her.  In fact, we only charged of what we had done and she also mentioned in her complaint that we had performed what we promised. We always provide the best service to our customers.  We could also provide a detail service report to customers if it is required and stated before the service work.
Best Regards,
Ray [redacted]

Hi [redacted]As My first response that we did what the customer asked for. The request for the letter was not at the time when the system was brought in for service.  Let me try to explain her again.  At the time when the system was brought in, the customer stated that it was full of virus and had been paid to other company cleaning remotely. And that company might had been installed programs to control the computer remotely.  The customer demanded to clean the virus and all the programs installed by that company.  We asked if he knew what programs.  Of course, the customer did not know.  Under that situation, the most safety way was to wipe out the content and to re-install the operation from fresh.  We indicated to the customer that no virus scanning and cleaning was necessary.  At that time we did ask if the customer need any backup.  The answer was no.  At that moment, we mentioned to the customer that once we did the wipe out and OS re-installation, nothing could be retrieved and be gone back.  The customer re-assure that nothing needed to be retrieved.  Then we performed the task and charged the customer for the OS re-installation.  At the time when the customer came to pick up the computer, she demand a letter for the virus analysis report.  We explained to her that we cloud issue a letter of what we had done.  Since the service work order was placed on re-installing OS and did not demand any virus analysis or system backup and since the service fee paid was also OS re-installation, we did the re-installation without system backup.  We told her that we did what we asked for on the service work order and we could not issue a letter with a virus analysis.I do not see we do anything wrong.  At the time she took the computer back, it was fully functional with OS re-installed.  We also showed her what we did and let her tested her computer before she left.  That is the reason why we setup a test area for customers to test the fixed computers before they leaved.

Hello [redacted]Unfortunately the Revdex.com message you sent asking for the documentation would not let me reply on the website so I hope its okay that I emailed you directly.I contracted the virus May 18th, 2017, on that same day I called [redacted] and advised them what had happened and on this call was where we cancelled my credit card that was used to purchase this "security system" and they advised me that when I take my computer in to get fixed I ask for a letter stating what was found on my computer compared to what I paid for and what had to be done to fix it as well as any supporting documentation which is the receipt that was put on my desktop. This phone call was made May 18th 2017 @ 20:30 local Edmonton time. A dispute case had not been opened by [redacted], it was not until I got my computer back and I have an email from [redacted] attachment titled - disputed transation inquiry, that I was assigned a case number.I dropped my computer off with Ray May 19th as they were already closed at 20:30 on the 18th, May 19th is stated on the invoice, which is in attachment - documents for Revdex.com. When I went to pick up my computer the technician I dealt with was not Ray and therefore any questions regarding why I had not received any sort of documentation to what Ray and I discussed was to be discussed with him. I sent my first email to Ray May 24th, attached as First email. In that email as you will see I ask for the receipt which we had discussed on the 19th when I dropped it off and now that a formal dispute case was opened with [redacted] and a case number assigned did I go further into my request for the formal write up of my letter of expert. I asked Ray again to state what he had to do to my computer to fix it, what he found and compare that to what was on the receipt for what I paid for. I asked him to write this on a business letterhead.I was able to print off the receipt which Ray finally sent to me via email and that is attached as Ray email2, I then attached everything I sent to [redacted] via fax for you (attachment called documents for Revdex.com)to see including the emails via their separate attachment on this email (first email, Ray email2, and final letter to Ray). I sent what I had to [redacted] June 10th to which they informed again that unless I can get this letter of expert they cannot move forward with the dispute.Visit number three was when I went in person with my boyfriend Chris and we talked to Ray in person. Ray offered for me to pass on his information to [redacted] so they could contact him. I informed [redacted] of this and they need a paper trail, I said I will see what I can do.I then have also attached my final letter to Ray stating everything that I have asked for since dropping off the computer that is attached as final letter to Ray, I never received a response from Ray to this email.If you need anything more please do not hesitate to ask.thank you very much for your help![redacted]