Bender's Computer & Network Solutions

A response to Case ID *** - I reject the response from MrB*** as an accurate and true picture of events surrounding the repair of my mac computerHere is a list of inaccurate statements:I didn't say much at the time of payment and I didn't lodge a complaint for a month -I did attempt to lodge a complaint in what I feel was a reasonable amount of time as a customer with a job and a family who cannot devote large quantities of time to follow up with an errant business transaction It is true that I wrote the check for payment in full for the repair, however, from a customer's perspective, MrB*** was in my home to collect, and I did not want a scene in my home to irruptMrB*** was very nervous and evasive when giving me the final invoice and stated that he knew that the final amount was a lot more than we originally discussed ( $300.00...not break out of parts and labor was ever given) so he gave me a discount on the laborIf he had told me that it was $for parts and $for labor when he gave me the original quote, I would have expected the invoice I received, and why would he make the statement about a large difference in price and give me a labor discount? Within hours of the transaction I looked up the Revdex.com to look up B*** Computer's and found they had other negative experiences posted by customers and decided to write something myselfAfter this the Revdex.com emailed me and offered a venue for a formal complaintThis process took 7-days, and I was out of town on business for almost a weekIn addition I tried to locate the *** address for B***s computers while I was in that area, and the address was a human services buildingI also check with several competitors and explained the events of dealing with MrB***, across the board I was told, "You were taken for a ride on this one". MrB*** decided that I complained because what I really wanted was a new computer? I love my Mac, otherwise I wouldn't have attempted to repair itMy husband and I were NEVER given a price upon repeated inquires and while I understand that it is a "he said - she-said", I and my husband will stand on that statement I will contend that the complaint regarding this business transaction stems from the fact that MrB*** did not communicate with me when he knew that the final repair price would greatly exceed the original price he quoted giving me the chance to say if I wanted the repair to be made or not; and that communication with the customer would avoid this type of circumstanceI am nearly years old, have owned a small business and support local and small business when possibleI can also say that I really never had a bad experience with a small business until now*** ***

TO: *** *** (Revdex.com) Regarding: Case ID *** This is letter is written to explain and address Case ID *** from Mr*** ***. Mr *** told us to fix the unit. We did as he requested. When someone tells us to
fix the unit we do just that, unless communicated otherwise, by us or the customer. We talked about this with Mr*** after he brought this to our attention. We understand certain industries give estimates all the time before work is done while other industries give estimates upon a per need basis. We work as the later, and simply fixed the unit when as Mr*** instructed. Had he wanted an estimate beforehand we would have been glad to give him one. He assumed that we would give him an estimate before the work was done, and this is was where some of the contention was. We have many customers that request that we just fix the computer without an estimate and it gets fixed and they pay the submitted bill. Some customers request an estimate and then we fix it and submit the bill and get paid. The process is customer driven upon their needs. Because Mr*** told us to fix the unit and not give him an estimate, there was no foreseen need to communicate back with the customer what was going on until the unit was fixed. When the unit was fixed we communicated back to the customer. Upon our communication with the customer, Mr *** after the unit was fixed, brought to our attention that he wanted the unit brought back and that he would not pay for any parts or service, even though he requested it be repaired. As a result of Mr ***'s words we requested that we be paid in cash for parts and services rendered, as it was made clear that he intended to steal the parts and labor of the company. Even after all of that, we still went the extra mile before giving Mr*** the bill, and decided to be nice and eat a large portion of the labor bill which he did not have to pay for. We have tried our very best to accommodate Mr ***. We wish him the very best in his endeavors to find someone else to suit his computer service needs Sincerely, Paul B***

TO: *** *** (Revdex.com) Regarding: Case ID *** This letter is written to explain and address Case ID *** We have not heard from Mrs*** about this since fixing her machine and placing it back at her residence on
4/11/almost a month ago. Mrs*** called us over to look at her iMac with a quote that it was $per hr labor. Upon looking at the machine Mrs*** was quoted $for the new hard drive + $per hr labor NOT $for the drive and we are going to work for free for her for the iMac repair. This is a clear case of I woulda, coulda, shoulda. Meaning that about a month later (and AFTER not before the bill) she now wishes that she had bought a new machine. This is clearly noted by the fact that she was given this option before the repair was even done and in her letter complaining ONLY after the fact about the price and also that she was not given a “ball park quote.” Her “ball park figure” was given at the very beginning with a price of $for the drive and $per hour before we went and fixed it. Further, we spoke with both her and her husband at different times this price was repeatedly given to them. Later when we ran into additional issues with the iMac, if it was not told to her, then it was told to her husband that that it would cost more to put a new DVD-Rom in the unit and for the additional problems we encountered. They can stop here and pay the amount of our time and it not be fixed OR go further and fix it. It was discussed to go further; at that time we fixed it in totality based upon their say so. With all of this said, we gave a sizable discount in labor even though we did not have to for the labor done; and without Mrs *** saying much about it. We went above and beyond to help her and reduced the labor costs based upon wanting to help her; NOT because she said anything; NOR because we agreed upon a $cost for the drive and decided to work for her for free. At the end of the day, we wish Mrs *** the best with one of our competitors regarding her future computer endeavorsSincerely, Paul B***