Bits N' Bytes Computers

Here's What actually happened. The customer brought her computer in because it was running slow, We ran a free diagnostic on it and discovered it was heavily infected with malware. We called the customer and told them it would be $99 to remove the infections but could not guarantee that the...

aforementioned service would make it run faster. We recommended that the customer do 1 of 2 things, Either have us save her Data (ie: pictures, documents, favorites) reload the machine with a fresh copy of windows, and transfer the data back onto the reloaded laptop. Or Trade it in on a laptop that was priced at $299.00 (much faster and newer laptop) and we would take $100 off and copy her Data from her old laptop to the new one FREE of charge if she wanted to trade hers in.Effectively bringing the cost of the replacement laptop to $199.00 plus sales tax ($215.02). The customer gave us verbal consent to trade in her old laptop and copy her data to the new one. We performed that service and wiped the hard drive on her old computer. She was called on 2/5/15 @ 2:20PM to pick up her new laptop. She arrived at approximately 2:50PM on that same day. We showed her the new laptop and she agreed to pay $215.02 for it (the price after her trade in). The following day she showed up at our mesa marketplace location claiming that the laptop she purchased from us has someone elses [redacted] account logged in on it. Our Associate "[redacted]" Showed her that it was actually a favorite that she had saved previously on her old computer that we had copied over per her request. She then claimed we had changed her password for gmail. "[redacted]" explained to her that we have no way of doing that, "[redacted]" then offered to help her Reset her [redacted] password using the [redacted] account recovery tool, at that point the customer became very angry grabbed her laptop and stormed off. There was nothing more that "[redacted]" could do. It is the customers responsibility to remember their passwords at all times. Furthermore, 
We have a disclaimer on both our Invoices and Credit Card Receipts that clearly states: All ITEMS LEFT FOR 30 DAYS BECOME THE PROPERTY OF BITS N' BYTES, NO EXCEPTIONS - NOT RESPONSIBLE FOR DATA LOSS. No cash refunds. In store credit only. All sales are final. ATTENTION LAPTOP & DESKTOP PURCHASERS: All refurbished units $99 & higher come with a 90 calendar day warranty. It does not cover physical damage, abuse or neglect. This includes cracked screens, loose DC jacks and spills. We do not warranty AC adapters or Batteries. No warranty on Software.The customer knew exactly what she was buying, she agreed to our policy, and refused our help. We respectfully decline her request for a Refund.Please see attached Invoice and Receipt for more details. -[redacted](Owner)

I asked for a refund after they tried to correct the problem and I just wanted my money back it was well with in the first year of receiving the tablet.  I don't believe it was on there dime because the company just exchanged it for them as I was told by the sales person. I am not happy with this there response and I will not be happy unless the refund my money. The tablet I have has never worked from day one.

TECH NOTES: Customer advised us that he had photos stored on the computer.   Protocol for our data transfer is, that we copy only whats in the "user profile" unless the customer specifies otherwise. He failed to tell us they were stored on the root directory so they were not...

transferred. When this was brought to our attention we ran data recovery on the customers computer as a courtesy. (Something we normally charge $49.99 for) We were able to recover some, but not all of the customers photos. This was explained to the customer on pickup. About an hour later the customer returned angry that not all of his photos were recovered, He demanded a refund, I told him that company policy is we do not give refunds and that we are not responsible for data loss which is clearly stated on the invoice. I also showed him on his invoice where he signed agreeing to those terms. Customer said he will contact the Revdex.com and Call his credit card company to attempt to stop payment. Customer signed original invoice that clearly states "Not Responsible For Data Loss" The customer also signed his Credit card receipt that states: "NO RETURNS OR REFUNDS" See attached scanned documents. Customer lied in his complaint, He never told us which folder to find his pictures in.

-[redacted] 2/6/2014

To whom it may concern, [redacted] has been a customer of ours for a long time. She has had computer service performed and has made a Tablet purchase. We sold the [redacted] tablet to her "Brand New" with a 1 Calendar year warranty. Once we sell a brand new tablet we have NO warranty...

obligation to the customer. The warranty is through the Manufactuer. ie: [redacted] / [redacted]. ###-###-####. Any malfunction of the unit is warrantied by them. As a courtesy, in the interest of customer service we replaced her tablet several times on our dime. We did not have to do that, but have had a good relationship with [redacted] leading up to this event. At this point there is nothing we can do. She is outside of that warranty window. Also please note the attached Invoice from a service [redacted] had performed here. It clearly states "NO REFUNDS - IN STORE CREDIT OR EXCHANGE ONLY". It has [redacted]'s signature on it. Just like the original sales receipt from the tablet purchase. We are always willing to go up and beyond for our customers. But I don't feel that its right for someone to expect a full refund for something they bought 16 months ago after we've replaced it several times. -TJ W[redacted]

Here's What actually happened. The customer brought her computer in because it was running slow, We ran a free diagnostic on it and discovered it was heavily infected with malware. We called the customer and told them it would be $99 to remove the infections but could not guarantee that the...

aforementioned service would make it run faster. We recommended that the customer do 1 of 2 things, Either have us save her Data (ie: pictures, documents, favorites) reload the machine with a fresh copy of windows, and transfer the data back onto the reloaded laptop. Or Trade it in on a laptop that was priced at $299.00 (much faster and newer laptop) and we would take $100 off and copy her Data from her old laptop to the new one FREE of charge if she wanted to trade hers in.Effectively bringing the cost of the replacement laptop to $199.00 plus sales tax ($215.02). The customer gave us verbal consent to trade in her old laptop and copy her data to the new one. We performed that service and wiped the hard drive on her old computer. She was called on 2/5/15 @ 2:20PM to pick up her new laptop. She arrived at approximately 2:50PM on that same day. We showed her the new laptop and she agreed to pay $215.02 for it (the price after her trade in). The following day she showed up at our mesa marketplace location claiming that the laptop she purchased from us has someone elses [redacted] account logged in on it. Our Associate "[redacted]" Showed her that it was actually a favorite that she had saved previously on her old computer that we had copied over per her request. She then claimed we had changed her password for gmail. "[redacted]" explained to her that we have no way of doing that, "[redacted]" then offered to help her Reset her [redacted] password using the [redacted] account recovery tool, at that point the customer became very angry grabbed her laptop and stormed off. There was nothing more that "[redacted]" could do. It is the customers responsibility to remember their passwords at all times. Furthermore, 
We have a disclaimer on both our Invoices and Credit Card Receipts that clearly states: All ITEMS LEFT FOR 30 DAYS BECOME THE PROPERTY OF BITS N' BYTES, NO EXCEPTIONS - NOT RESPONSIBLE FOR DATA LOSS. No cash refunds. In store credit only. All sales are final. ATTENTION LAPTOP & DESKTOP PURCHASERS: All refurbished units $99 & higher come with a 90 calendar day warranty. It does not cover physical damage, abuse or neglect. This includes cracked screens, loose DC jacks and spills. We do not warranty AC adapters or Batteries. No warranty on Software.The customer knew exactly what she was buying, she agreed to our policy, and refused our help. We respectfully decline her request for a Refund.Please see attached Invoice and Receipt for more details. -[redacted](Owner)

The return shipping was on our dime. Our return policy clearly states "No Returns or Refunds" something that was agreed on. We have gone up and beyond to make it right. We did not have to replace even 1 tablet for her, let alone 4. We have also never had another customer have that many issues with multiple tablets. I'd be happy to give a discount on a replacement product in the future but as far as requesting a full refund 16 months later, No, were not going to do that. It's just not fair to our company.