C. L. Kotlarz Construction Company

Complaint: [redacted] I am rejecting this response because: I appreciate the description of events as described by the "On the Fly" management (OTF)However, there is a significantly misleading pointI agreed that the sales associate had referenced a sign that listed the flat-rate price of screen repairThis was a cursory reference by the associate- it was only upon return to the store after this dispute was initiated that I indeed saw that there was a line describing the fact that additional repairs were not included I believe the operative point is my later agreement regarding further repairI was informed of the cost of the part, but I was not informed that there would be any additional hourly service chargeAnd while I appreciate the fact that OTF provided a second replacement part at no cost, I was informed that this was due to the fact that the part was broken by the technician during the attempted repair Again, I await full restitution of the labor charges which I had never agreed to Sincerely, [redacted] ***

This is a continuation of a previous complaint #*** I went to pick my computer up today after On-the-Fly Computer Guy emailed me that it was ready to pick upThey replaced the motherboard which "died" while in their possession when I originally dropped my laptop off to be cleaned of
virusesI agreed to let them replace the motherboard because I need my computerWhen I picked up my machine the technician charged me first, then brought me my computerI insisted we open the computer and turn it on to ensure it worksBecause last time no one opened the computer to show me it workedAnd the computer ended up not workingI opened up the laptop and pressed the power button, the computer did not turn onI then noticed that the top panel where the speakers would be was bowed and not properly seatedIn addition there are noticeable marks where it looks like the panel was forced openI gave the machine back to the technician and informed him that the condition of the machine was unacceptable and I would not accept itThe technician then proceeded to try to put the piece back onto the machine when he realized the majority of the screws to hold the machine together were missingI did a quick count of missing screws and also noticed the keyboard was not properly seated eitherI had to leave the machine, once again, in the hands of this company to try to repair my machineI asked the technician if he was the one who worked on my machineHe informed me he replaced the motherboard but he did not put the machine back togetherI asked that the individual who worked on the machine both times not touch my computer and for the owner of the company to contact me within hourshave lost all confidence in this company's ability to provide quality serviceAlong will my original request to return the cost of the motherboard, I would also like a refund of the $I paid for the repair services for the motherboardClearly, the condition the computer was returned is not the work of a competent and professional repair shopI have paid for my virus sweep, but feel I should not have to endure the $and change for the incompetence of an inexperienced employee

This is a continuation of a previous complaint #*** I went to pick my computer up today after On-the-Fly Computer Guy emailed me that it was ready to pick upThey replaced the motherboard which "died" while in their possession when I originally dropped my laptop off to be cleaned of viruses
I agreed to let them replace the motherboard because I need my computerWhen I picked up my machine the technician charged me first, then brought me my computerI insisted we open the computer and turn it on to ensure it worksBecause last time no one opened the computer to show me it workedAnd the computer ended up not workingI opened up the laptop and pressed the power button, the computer did not turn onI then noticed that the top panel where the speakers would be was bowed and not properly seatedIn addition there are noticeable marks where it looks like the panel was forced openI gave the machine back to the technician and informed him that the condition of the machine was unacceptable and I would not accept itThe technician then proceeded to try to put the piece back onto the machine when he realized the majority of the screws to hold the machine together were missingI did a quick count of missing screws and also noticed the keyboard was not properly seated eitherI had to leave the machine, once again, in the hands of this company to try to repair my machineI asked the technician if he was the one who worked on my machineHe informed me he replaced the motherboard but he did not put the machine back togetherI asked that the individual who worked on the machine both times not touch my computer and for the owner of the company to contact me within hourshave lost all confidence in this company's ability to provide quality serviceAlong will my original request to return the cost of the motherboard, I would also like a refund of the $I paid for the repair services for the motherboardClearly, the condition the computer was returned is not the work of a competent and professional repair shopI have paid for my virus sweep, but feel I should not have to endure the $and change for the incompetence of an inexperienced employee

*** *** did indeed bring his *** in for repair to our Vernon, CT store on 9/ He is correct in stating that we repair ***s on a regular basis We do take them apart to verify the damage and parts needed for each repair Usually the turn around on an *** is same
day/next day, and we usually have the parts in stock However, there are several different *** screens available depending on color, *** model/generation, and the wireless carrier Unfortunately the screen needed for his phone was already on order as we had run out and we had not received them as of that time The technician assumed we had them in already or in stock in another one of our stores We offered to use a different color screen to get the phone repaired quicker The repair of the phone was completed and the *** *** picked up the phone on 10/ The staff at the store offered a discount to the customer, which he seemed pleased with, for the extended time and inconvenience

Complaint: ***
I am rejecting this response because: never had any phone problems, they have my e-mail address because I have been recieving there e-mail sales flyers
Sincerely,
*** ***

This customer brought in his ** *** series laptop for a virus cleaning on 1/14/ We completed the virus cleaning, and the customer picked up the computer and paid for the services rendered on 1/19/ On 1/20/at 9:AM the customer called and said his computer will not turn on, and that he only saw blue lights and no video He brought the laptop back into our store on 1/20/5:PM We ran several tests and determined that his motherboard had failed We absolutely did NOT open up his laptop to perform a virus removal, there is no need to do so.It should be noted as well that motherboard failures are a VERY, VERY COMMON occurrence on ** *** laptops Their problems are well documented online, and there was a class action lawsuit brought against the manufacturer due to the mass amount of failures with this particular part in this specific model laptop.The customer authorized and paid for a motherboard to replace his faulty one on 1/26/ The motherboard came in on 2/1/ We installed it and the technician marked the repair complete on 2/4/ The customer came in to pickup the computer on 2/9/and he and the technician on duty tested the laptop The laptop did not turn on, and notations were made as to the speaker cover/bezel on the laptop not sitting flush and screws apparently missing The customer did not (and rightfully so) accept the laptop back.On 2/10/16, the laptop was inspected by one of our senior technicians, and all issues were addressed We also replaced the speaker cover/bezel at no charge to insure it was 100% The customer came in on 2/11/and inspected and tested the laptop, and picked it upHe also picked up the original faulty motherboard that we had replaced.As previously stated, it is IMPOSSIBLE for a virus removal to cause a motherboard to fail This particular model laptop has a known defect in the motherboard that causes it to overheat and fail It IS possible that the extensive scans and processes we run to clean viruses off the computer kept the laptop on and working harder than the customer may have typically used it, and pushed the motherboard closer to its imminent failure However, it is the manufacturer defect that caused it to fail, not us We welcome the customer to research the extensive complaints and lawsuit regarding this particular model laptop We ourselves have replaced hundreds of motherboards in this exact model laptop for the exact same overheating issue.Our only fault is that one of our techs failed to properly test and inspect the laptop before the customer attempted to pick it up on 2/9/ We, as we would with any of our repairs, expeditiously corrected the issues found and had the laptop ready and 100% the next day, with his new motherboard installed Because of the inconvenience of the customer having to come back on 2/11/to pick up the laptop when he could not pick it up o 2/9/16, we can offer a 25% discount on the labor of his next service call

Complaint: ***
I am rejecting this response because the company still refuses to acknowledge that they either lost or stole my computer memory. The times I called they didn't seem to take my complaint seriously. They have offered to look at my computer, but won't replace my RAM unless they can "find" it in their shop. The missing RAM is the only problem with the computer that I need rectified (I already got the keyboard working myself), so looking at the computer doesn't seem related to my complaint. The fact remains that when I gave them my computer, it had 6gb RAM; now it only has 2gb of slower RAM. Nobody but them has touched the computer.I tried to keep an open mind about this being a mistake, but the fact that they claim they have no record of the RAM being removed, and that if they had removed it they would have tagged it with my name, further makes me suspect that this was a case of employee theft. But they seem to have no interest in admitting that this may have happened, or trying to do anything to rectify it. The keyboard being installed wrong (the side clearly marked "UP" facing down) may have been sloppiness, or it may have been an attempt to keep me from using the computer so I wouldn't notice the missing ram.This brings me to the reason for my delayed complaint. I had no reason to believe the RAM was missing, and because the computer was unusable, I had no way of seeing any change in performance, or a change in the listed RAM on the system info screen. Essentially, the theft was hidden from me, and I didn't discover it until I opened up the back of the computer when I was getting ready to sell it.In terms of the service fee, I can understand the company's reluctance to refund it due to my delayed complaint, and the fact that I had signed off on the work (I still think refunding it would be the right thing to do, but I can see their point of view on it). HOWEVER, it still bothers me that they won't do anything about the missing RAM, and don't seem to take my complaints about it seriously because their "system" would have prevented it from going missing.It is clear that I won't be getting my money or my RAM back. What bothers me more is they don't seem to believe/care that the RAM is missing I only hope that the company decides to take my complaint seriously enough to really investigate what happened, so that they can prevent this from happening to other customers (assuming the company is not complicit in the theft, which I suppose is a possibility). I also hope that potential customers take note of my complaint, and use caution if they decide to use OnTheFlyComputerGuy despite my experience
Sincerely,
*** ***

Unfortunately, we are in a he said/he said situation, and we can not do much more than to rely on what all of our staff in three locations are trained to inform customers, and the fact that the signs in our stores indicate clearly what our repair charges are, for exactly this reason We've attached the work order, signed by *** *** upon drop off of his device and upon pickup, agreeing both to the work being done and the charges We already discounted the labor charges involved by 20% (as evidenced on the invoice) on February 7th as a courtesy for any misunderstanding or delay that may have occurred during the repair process, and are not going to provide further discounts on this repair

*** *** brought in a black *** touch on 12/18/at 1:09PM
We were out of replacement screens for his particular model and were
waiting for an order of them to arrive, which had already been placed before
he
dropped off his *** We do not promise return times on any repairs, and
definitely when we are waiting for parts to arrive that we may not know the
exact arrival time on *** *** stopped in to check the status on
12/23/at 2:58PM He was informed that we were still waiting for the
parts and were hoping they would be in that Thursday The parts order
arrived on 12/26/ We immediately installed the new parts and realized
they were not sitting proper on the *** as the back case had been
warped/twisted and was no longer flat from when the screen was crackedWe
called and left a voicemail on *** *** phone number ending in *** on
12/27/at 4:49PM He stopped in on 12/28/at 2:08PM looking for a
status update and informed us he had not received the message about the back
cover *** *** stated he would call back on 12/30/to order the back
cover for his *** Customer called and ordered back cover at a cost of
$on 12/31/at 12:42PM The back cover arrived on 1/ We
migrated the internal parts and the new screen to the new back housing,
realized that the power cable was also damaged We had to solder on a new
power cable and reassemble the *** The soldering, reassembly, and
testing were done at 1/14/ We called the customer on 1/at 6:02PM to
let him know the *** was all set We also, before even calling him,
discounted the labor for the replacement of the back housing and the soldering
of the power cable by 20% as a courtesy The customer did not pickup the
*** until 2/7/at 11:11AM The cost of the screen repair is for his
model *** $flat rate, including parts and labor, and this is the most
common of repairs This is JUST for the screen repair, nothing else
Anything else that needs to be done to the *** will result in additional
labor and parts charges This is explained to all customers, and was
explained to *** *** by the staff in our store, although he states that is
not the case However, to back up this policy, each of our locations has
a posting behind the counter that clearly states *** digitizer glass repairs
are $flat, and does not include any other parts or labor *** *** is aware of this sign, and admits
to not having seen it. He did call us
several times and spoke to various staff, all of whom were empowered to resolve
any customer satisfaction issues within company policy. In the
end, *** *** was charged for the flat rate glass repair, $for the back
cover, and labor discounted 20% off for the back housing and power button cable
repair He was not charged for the power
button cable itself. As we have
discussed with *** ***, we have already given him one free part, and a
courtesy discount off the additional labor cost incurred above and beyond the
flat rate glass repair We will not give
any further discounts or refunds on those labor charges which we claim were
explained to him, and which are clearly posted in each store

Customer dropped off an HP DV9000 series laptop on 11/11/2013 for no video when he powered it on.  We diagnosed a faulty motherboard.  The customer approved and prepaid for a replacement motherboard on 11/13/2013.It should be noted that motherboard failures are a VERY, VERY COMMON...

occurrence on HP DV9000 laptops.  Their problems are well documented online, and there was a class action lawsuit brought against the manufacturer due to the mass amount of failures with this particular part in this specific model laptop.  We welcome the customer to research the extensive complaints and lawsuit regarding this particular model laptop.  We ourselves have replaced hundreds of motherboards in this exact model laptop for the exact same overheating issue.In this particular instance, the replacement motherboard came in on 11/26/2013.  We installed it and it was determined to be defective upon arrival.  We informed the customer and sent the motherboard back for another on 11/29/2013.  The motherboard was on backorder as it is a very high-demand part due to all the defective ones in service that are failing and are needing to be replaced.  We received the replacement motherboard on 4/29/2014.  We installed the replacement motherboard and tested the laptop, and deemed it to be fully functional on 4/20/2014.We attempted to contact the customer to let him know his laptop was completed on 4/30/2014 at 2:33 PM.  His phone number was out of service.  Tried again on 5/6/2014 at 1:03 PM; phone number still out of service.  Tried again on 5/19/2014 at 10:09 AM, 6/3/2014 at 8:43 AM, and 6/11/2014 at 2:56 PM; phone number was still out of service each time.  We mailed a 30-day abandonment notice on 6/11/2014 to the last known address we had, which was [redacted]The customer tested and picked up the laptop on 7/9/2014, more than 2 months after it was completed.  The customer then brought the laptop back 7/11/14 at 1:01 PM stating it had no video again, and asking for the top bezel on the laptop to be replaced due to scratches he said were caused while in our possession.  We did not give the customer back someone else's laptop.  Every laptop that gets checked in for service has the serial number and condition recorded in our system, and labels are printed and applied to every piece of equipment that is checked in with us.  Those labels stay on the equipment even when the customer picks it up.  We have never in our over 15 years being in business had a situation where we inadvertently gave a customer the wrong equipment back.  We have too many precautions in place to prevent that.  We are not certain what this customer is referring to. Regardless, we tested the motherboard and deemed it to be unstable, and sent it back once again for a replacement under warranty as a precaution (no charge to customer).  The replacement bezel came in on 7/16/2014 and the replacement motherboard, which was again on backorder, came in several weeks after. All correspondence to the customer after (notices, abandonment letters, etc.) mailed to the address we had on file of [redacted] went unanswered.  It appears per the complaint that the customer's address had changed at some point.  We did not have the customer's email address on file so our automated email reminders were not sent to him. Additionally, we did not have permission to text his cell phone (which had been out of service at the time) so our automated SMS reminders were not sent.  Since 9/13/2014, we have not heard anything from the customer, either by phone, in person, or mail.  The receipt of this this complaint, filed on 2/4/2016, is the first we have heard from this customer in almost a year and a half.It is our policy to send out a 30-day abandonment letter via USPS to any customer that leaves their computer in our possession for more than 90 days, after the repair is completed or discontinued at the customer's request.  If the computer is not picked up after 30 days of the date of that notice, the computer is disposed of.   This is detailed in our workorder agreement, signed by all customers upon checking in a computer for repair.  We can not be responsible for the indefinite storage of any abandoned device.At this point, due to the time that has lapsed since the repair took place, and the lack of response to our notices or correspondence from the customer, there is not much we can do.  If the customer is still in need of a functional laptop, we can try to offer him one of our refurbished units at a considerable discount, which would be comparable or better than the DV9000 laptop originally brought in for repair.

We have reviewed the repair notes and spoke to the technician who worked on [redacted]t.  It is important to first realize that this is not just a single repair but 3 separate repairs on the same device over a span of of about 8-9 months.  And after...

each successful repair there is a period of 1-2months where the customer had the deviceback in his possession working 100%.   So in response to [redacted] comment saying we have had the device in our shopsince April of 2016, that is just not the case.   Also,  [redacted] had ordered a solid state hard drive for the first repair and afan for the second repair himself that were extremely hard to find which delayed the completion time of the repairs.  Both parts had to come from over seas as there was nothing available in the US.  [redacted] contacted us several times about thefan telling us that he was having an extremely hard time locating one to buy.   [redacted] contacted us on July 1 2016 saying he was havinga hard time finding the fan.    July 5, 2016 [redacted] called us saying he may not be able to find the fan at all and may need to cancelthe repair.   Sept. 9th 2016 (MORE THAN 2 MONTHS LATER), [redacted] finally called saying he had located fan in the [redacted]      Sept 28th,  [redacted] called us saying hetried ordering that fan 4 times and was not having luck.      Oct. 27th 2016 [redacted] had finally dropped off the fan to our shop.  We gotthe repair on bench and started working on it the very next day.   The repair was completed successfully and tested on Nov. 11th 2016 which is the sameday [redacted] came in to pick it up.   At that time [redacted] had the tablet in his possession working fully until he came back almost a month later with an intermittent keyboard issue.     We had to reseat the cable that connects the keyboard to the motherboard inside thetablet.  This is usually the case when a tablet is dropped or had some sort of impact which dislodges the cable from the motherboard.  It would not haveworked immediately after the repair if it was not done properly so the fact that it worked for a month tells us the repair was done correctly and somethinghappened a month after that repair which caused this issue.  Now [redacted] has an issue where it is not getting video to show up on the lcd.  This is a common issue people have reported online.   It is unfortunate [redacted] has had many issues with his tablet, butnone of those issues were caused by our technicians or faulty repair work.   Again it is important to point out that after each repair,  the issue was fixed and the tablet was returned to the customer working 100% for 1-2 months until he returned.   The video issue is the latest issue which we noticed when we were reseating the keyboard cable that had popped out due most likely to a fall.  The unit now needs a new motherboard which is where the video processor is located.  It is no longer sending a video signal to the lcd.  It is unfortunate [redacted] has had these issues, but we do not feel in any way that it is our responsibility toreplace the unit or motherboard at our expense as we simply are not at fault.  The motherboards for this particular table are expensive and hard to find.   We would be more than happy to help [redacted] locate, purchase and install a new motherboardif he chooses to do so.

Complaint: [redacted]
I am rejecting this response because: the company wants me to bring in my computer but has failed to explain what that would accomplish.  If the company is saying that they will replace the RAM (with specs identical to the original) once they see that it is missing, then sure, I will bring it in.  But they haven't offered that.  Up until now, the only offer has been to "look at it" and to reinstall the keyboard, which I have already done myself.
I have no interest in wasting my time and gas money to bring my computer to their shop, only to have them tell me they can't do anything with it.
And yes, they keep pointing out that a lot of time has passed. We all get it.   But I have already explained that the missing  RAM, which was the main reason for my complaint, was a hidden problem.  Also, we are talking a period of a couple of months, not years.
I think I'm being pretty reasonable.  I have stopped asking for a refund of the service charges (although I still think that would be appropriate under the circumstances); all I want is my RAM replaced.  The company claims this is of minimal value.  Therefore, it should cost them little to replace.  I understand they want to examine my computer, and am willing to let them do so, but only if they promise to replace the RAM.  If they will not commit to replacing the RAM once they see it is missing, then there is no reason for them to examine it.
Right now it's my word against theirs as to what happened to my computer.  As I see it, the company has a decision to make.  They can continue to put the blame on me and deny that they could have done anything wrong, or they can meet me halfway and offer to at least replace the RAM.  Either way, I hope for their own sake and that of their future customers they start taking better steps to prevent things like this from happening in the future.  Whether they want to admit it or not, something went terribly wrong with my computer while it was in their possession.
No doubt the company will try to claim that it is unreasonable to expect them to commit to replacing the RAM without first seeing the computer.  But unless they can give me a realistic explanation of what they might see that would affect their decision to replace it, then that claim rings hollow.
Sincerely,
[redacted]

Customer dropped off an HP DV9000 series laptop on 11/11/2013 for no video when he powered it on.  We diagnosed a faulty motherboard.  The customer approved and prepaid for a replacement motherboard on 11/13/2013.
It should be noted that motherboard failures...

are a VERY, VERY COMMON occurrence on HP DV9000 laptops.  Their problems are well documented online, and there was a class action lawsuit brought against the manufacturer due to the mass amount of failures with this particular part in this specific model laptop.  We welcome the customer to research the extensive complaints and lawsuit regarding this particular model laptop.  We ourselves have replaced hundreds of motherboards in this exact model laptop for the exact same overheating issue.
In this particular instance, the replacement motherboard came in on 11/26/2013.  We installed it and it was determined to be defective upon arrival.  We informed the customer and sent the motherboard back for another on 11/29/2013.  The motherboard was on backorder as it is a very high-demand part due to all the defective ones in service that are failing and are needing to be replaced.  We received the replacement motherboard on 4/29/2014.  We installed the replacement motherboard and tested the laptop, and deemed it to be fully functional on 4/20/2014.
We attempted to contact the customer to let him know his laptop was completed on 4/30/2014 at 2:33 PM.  His phone number was out of service.  Tried again on 5/6/2014 at 1:03 PM; phone number still out of service.  Tried again on 5/19/2014 at 10:09 AM, 6/3/2014 at 8:43 AM, and 6/11/2014 at 2:56 PM; phone number was still out of service each time.  We mailed a 30-day abandonment notice on 6/11/2014 to the last known address we had, which was [redacted]
The customer tested and picked up the laptop on 7/9/2014, more than 2 months after it was completed.  The customer then brought the laptop back 7/11/14 at 1:01 PM stating it had no video again, and asking for the top bezel on the laptop to be replaced due to scratches he said were caused while in our possession.  We did not give the customer back someone else's laptop.  Every laptop that gets checked in for service has the serial number and condition recorded in our system, and labels are printed and applied to every piece of equipment that is checked in with us.  Those labels stay on the equipment even when the customer picks it up.  We have never in our over 15 years being in business had a situation where we inadvertently gave a customer the wrong equipment back.  We have too many precautions in place to prevent that.  We are not certain what this customer is referring to. 
Regardless, we tested the motherboard and deemed it to be unstable, and sent it back once again for a replacement under warranty as a precaution (no charge to customer).  The replacement bezel came in on 7/16/2014 and the replacement motherboard, which was again on backorder, came in several weeks after. 
All correspondence to the customer after (notices, abandonment letters, etc.) mailed to the address we had on file of [redacted] went unanswered.  It appears per the complaint that the customer's address had changed at some point.  We did not have the customer's email address on file so our automated email reminders were not sent to him. Additionally, we did not have permission to text his cell phone (which had been out of service at the time) so our automated SMS reminders were not sent.  Since 9/13/2014, we have not heard anything from the customer, either by phone, in person, or mail.  The receipt of this this complaint, filed on 2/4/2016, is the first we have heard from this customer in almost a year and a half.
It is our policy to send out a 30-day abandonment letter via USPS to any customer that leaves their computer in our possession for more than 90 days, after the repair is completed or discontinued at the customer's request.  If the computer is not picked up after 30 days of the date of that notice, the computer is disposed of.   This is detailed in our workorder agreement, signed by all customers upon checking in a computer for repair.  We can not be responsible for the indefinite storage of any abandoned device.
At this point, due to the time that has lapsed since the repair took place, and the lack of response to our notices or correspondence from the customer, there is not much we can do.  If the customer is still in need of a functional laptop, we can try to offer him one of our refurbished units at a considerable discount, which would be comparable or better than the DV9000 laptop originally brought in for repair.

I had an emergency situation with my laptop while my IT manager was out of town so I took my laptop to on the fly computer guy for help. I do not know anything about computers so I had their tech call my IT manager for advice.
My manager gave them explicate instruction on what to do and how to handle the situation and they failed to do as he requested causing me to lose ALL of my emails. My IT guy told them to remove the old drive and install a new one so my files would be 100% safe but they felt they knew better and ignored his advice. They claim they back up your files but apparently they are not very good at this.
A+ my Aunt Fannie, these people are hacks plain and simple. If your data is important in any way I would not trust On the Fly Guy with it. They put me in a horrible situation that I will never fully recover from. Stay away! Far Away!

Complaint: [redacted]
I am rejecting this response because:
 
I appreciate the description of events as described by the "On the Fly" management (OTF). However, there is a significantly misleading point. I agreed that the sales associate had referenced a sign that listed the flat-rate price of screen repair. This was a cursory reference by the associate- it was only upon return to the store after this dispute was initiated that I indeed saw that there was a line describing the fact that additional repairs were not included. 
 
I believe the operative point is my later agreement regarding further repair. I was informed of the cost of the part, but I was not informed that there would be any additional hourly service charge. And while I appreciate the fact that OTF provided a second replacement part at no cost, I was informed that this was due to the fact that the part was broken by the technician during the attempted repair.
 
Again, I await full restitution of the labor charges which I had never agreed to.
Sincerely,
[redacted]

This customer brought in his [redacted] series laptop for a virus cleaning on 1/14/16.  We completed the virus cleaning, and the customer picked up the computer and paid for the services rendered on 1/19/16.  On 1/20/2016 at 9:53 AM the customer called and said his computer will not turn on, and that he only saw blue lights and no video.  He brought the laptop back into our store on 1/20/2016 5:50 PM.  We ran several tests and determined that his motherboard had failed.  We absolutely did NOT open up his laptop to perform a virus removal, there is no need to do so.
It should be noted as well that motherboard failures are a VERY, VERY COMMON occurrence on [redacted] laptops.  Their problems are well documented online, and there was a class action lawsuit brought against the manufacturer due to the mass amount of failures with this particular part in this specific model laptop.
The customer authorized and paid for a motherboard to replace his faulty one on 1/26/16.  The motherboard came in on 2/1/16.  We installed it and the technician marked the repair complete on 2/4/16.  The customer came in to pickup the computer on 2/9/16 and he and the technician on duty tested the laptop.  The laptop did not turn on, and notations were made as to the speaker cover/bezel on the laptop not sitting flush and screws apparently missing.  The customer did not (and rightfully so) accept the laptop back.
On 2/10/16, the laptop was inspected by one of our senior technicians, and all issues were addressed.  We also replaced the speaker cover/bezel at no charge to insure it was 100%.  The customer came in on 2/11/16 and inspected and tested the laptop, and picked it up. He also picked up the original faulty motherboard that we had replaced.
As previously stated, it is IMPOSSIBLE for a virus removal to cause a motherboard to fail.  This particular model laptop has a known defect in the motherboard that causes it to overheat and fail.  It IS possible that the extensive scans and processes we run to clean viruses off the computer kept the laptop on and working harder than the customer may have typically used it, and pushed the motherboard closer to its imminent failure.  However, it is the manufacturer defect that caused it to fail, not us.  We welcome the customer to research the extensive complaints and lawsuit regarding this particular model laptop.  We ourselves have replaced hundreds of motherboards in this exact model laptop for the exact same overheating issue.
Our only fault is that one of our techs failed to properly test and inspect the laptop before the customer attempted to pick it up on 2/9/16.  We, as we would with any of our repairs, expeditiously corrected the issues found and had the laptop ready and 100% the next day, with his new motherboard installed.  Because of the inconvenience of the customer having to come back on 2/11/16 to pick up the laptop when he could not pick it up o 2/9/16, we can offer a 25% discount on the labor of his next service call.

We do not take accusations of theft or employee misconduct lightly.  We have been in business a long time, and we have internal controls to prevent this and to aid in investigating such accusations.  We have on several occasions asked the customer to bring in the computer for inspection, so we can verify his claims.  He refuses to do so.  We have never seen the computer since it left our shop.  We can not validate any of his claims.  The memory he claims we lost or stole is of minimal value and would likely not be a target of employee theft.  We can not just accept over the phone claims as truths without some level of verification and investigation.  Short of that, there is nothing else we can do, especially considering the time that has passed.