Commonwealth Computer Services

This is a respond to a complaint. Owner brought in his PS4 and said it is still overheating after the owner himself opened it and tried to fix the problem. When I received the PS4, it was missing all the external case screws, which is fine it stays together without them. I took the case off and...

immediately noticed the heatsink tension bracket was on backwards, which would prevent the heatsink from applying enough pressure on the APU chip to transfer any heat. This was clearly the cause, or at least one of the causes of the overheating issue. After fixing the issue caused by the owner himself, I powered on the PS4 and used a digital thermometer to track the temperature reading of the exhaust to insure the temperatures are normal when at idle, as well as under load. The temperatures were within the normal range so it was marked as repaired and given back to the customer. The customer brought it back saying it was still overheating afterwards. I took it back apart completely, noticing that this time the fan is no longer working, which would be another cause of a heat issue. I put it back together partially, replacing the thermal paste with extremely high quality paste, and also replacing all of the memory chip thermal pads to insure maximum thermal transfer to improve cooling. I kept it apart partially so we can notify the owner that the fan needs replacing. He said he would rather just buy a new one and wanted it back to sell. I put the remaining parts back together and brought it back for the owner to pickup. Owner seemed happy and satisfied when left the shop. Customer had mentioned that he had called another local company and they told him it would have taken just as long as we took so he seemed fine with that. We tired to help this customer as much as possible to fix his issue and apologize for any inconvenience this may have caused. Unfortunately we will not be able to give a refund at this time since we had done the work originally requested and could not guarantee the work. Kathryn Bishop Commonwealth Computer Services...

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regarding the answer from the company they answered, "It is our company policy to charge a diagnosis fee on equipment, even if a customer says they know whats wrong with it. This due to customers don’t always know & things have been fixed that were in fact not the issue, then the customer is mad that we didn’t fix it. The technician also has to be paid for the time in making sure that is whats wrong with it & the only thing that’s wrong with it, research best price for the part, notate it in the system, call the customer for approval, assign a technician to the job (if approved), notate in the system, order the part notate in the system. Upon arrival of that part we check it in the system, alert the technician the part has arrived, place the part w/the unit & notate it in the system." Ms. [redacted] knew this as she paid the diagnostics that day. My reply:  This statement is a blatant lie from the owner.  This was not explained when I paid the $29.00 towards the $40.00 fee I was given for parts and labor to replace the battery.Just as I stated in the original complaint. When the sales person said the word "diagnostics" as he typed the order in the system, I asked him then "Wait a minute what is that? referring to the word "diagnostics" and he replied. Oh that's' just the way I have to put it into the system."  There was no explanation of the word in regards to their business policies Business reply: I told Ms. [redacted], that I called on my personal cell phone, that we couldn’t stop it (see attached store notes) & that there would be a restocking & shipping & handling fees. I told her, “it’ll be like $10 or something like that, I don’t know what’s involved yet, I don’t know what the seller’s policy is, where it has to go- some parts come from Hong Kong.” She proceed to be rude & argumentative. I told her I was sorry, yet we couldn’t stop the order & we cant do things for free & that if she’d let us know she wanted to cancel the order the same day we would’ve had a better chance in canceling this & she would’ve only owed the $29 diagnostic fee. My reply: I was told the battery was ordered through ebay that morning. There was no mention of where (in this case Hong Kong) the order was coming from.  If you look at my original complaint, you will see that I did cancel the order the same day it was placed and was not later notified that the order had not been stopped in time.  The owner said to me that she probably should have called me back and let me know that it couldn't be stopped in time, but her mind was in a jumble because her daughter was having a baby.  As for attached store notes, I have not been able to open the attachment, but at his point I do not trust that the notes may or may have not been altered.
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Review: This business advertises electronic repairs. I took my Playstation4 to them because my gaming system kept turning off by itself due to over-heating (The console says before shutting down). The owner of Commonwealth Computers told me it would be a $30 non-refundable fee for them to run a diagnostic and see what was wrong. This $30 fee was not a problem for me as I called one other place to price match and they had the same $30 fee. Two weeks went by and my system had still not even been looked at. Even still, the long wait was about the same as Commonwealth Computers’ competitors so the long wait wasn’t a problem. After waiting almost 3 weeks, they finally called me to pick the gaming console up. The owner was not there but the woman there had told me to plug the system up and check it and I did. Everything appeared to be working but she told me if there were any issues just come back in a reasonable amount of time. I was charged $40 for labor, repair, and to have my Playstation4 returned to me. The console over-heated yet again that very night but because it was about 11pm, I knew that Commonwealth Computers would be closed. The next day, I went in, let the same lady know that the issue is still there and she took the system. Told me she would have the technician pick it up. Two days later they called me and told me I would have to pay $93 additional to fix the system. When I told the owner I paid, $30, then $40 just the day before and it was supposed to be fixed then. She said "Oh you already paid $40?" Well, I can take $12 off for you if you like. This company seems to take your money, tell you your issue is resolved. Commonwealth Computers could be compared to a bucket with a hole in it. They seem to want me to keep pouring money into them for a service, they tell you the service has been completed, then when you come back, they tell you another price to pay and THEN the issue will be resolved. It is a cycle and a scam.Desired Settlement: Full refund

Business

Response:

This is a respond to a complaint. Owner brought in his PS4 and said it is still overheating after the owner himself opened it and tried to fix the problem. When I received the PS4, it was missing all the external case screws, which is fine it stays together without them. I took the case off and immediately noticed the heatsink tension bracket was on backwards, which would prevent the heatsink from applying enough pressure on the APU chip to transfer any heat. This was clearly the cause, or at least one of the causes of the overheating issue. After fixing the issue caused by the owner himself, I powered on the PS4 and used a digital thermometer to track the temperature reading of the exhaust to insure the temperatures are normal when at idle, as well as under load. The temperatures were within the normal range so it was marked as repaired and given back to the customer. The customer brought it back saying it was still overheating afterwards. I took it back apart completely, noticing that this time the fan is no longer working, which would be another cause of a heat issue. I put it back together partially, replacing the thermal paste with extremely high quality paste, and also replacing all of the memory chip thermal pads to insure maximum thermal transfer to improve cooling. I kept it apart partially so we can notify the owner that the fan needs replacing. He said he would rather just buy a new one and wanted it back to sell. I put the remaining parts back together and brought it back for the owner to pickup. Owner seemed happy and satisfied when left the shop. Customer had mentioned that he had called another local company and they told him it would have taken just as long as we took so he seemed fine with that. We tired to help this customer as much as possible to fix his issue and apologize for any inconvenience this may have caused. Unfortunately we will not be able to give a refund at this time since we had done the work originally requested and could not guarantee the work. Kathryn Bishop Commonwealth Computer Services...

I have used Commonwealth Computer Services on and off for about four years, and I have found them to be very professional and competent. They have resolved several complicated software problems for me. I recommend them highly if you need a solution to your computer problems.

excellent customer service and fast work. happy with work

I took 7 older computers (the oldest was a Gateway 2000 that used 5-1/4 floppys) to them to remove all data and provide it to me on a portable hard drive. Seamless transaction with no problems at all.

Spoke with Kathryn, the business owner. Couldn't have been nicer or more helpful. I brought in several older computers and she gave me a very fair offer! I went to another "tech" place and they wouldn't give me the time of day! Would recommend these folks for any computer, tablet or smartphone repairs!

I really like this business. They are very professional, and so helpful. I have done business with them in the past, and just recently as well. And for anytime I need help with my computer, I will not go to anyone but them. They do a fantastic job, great with call back, in a very timely manner. Just service all the way around.

Great customer service and knowledge of computers sells and repairs is excellent!

I had my phone fixed here with great customer service and cheap prices~

I was very satisfied with the service provided by this company. Staff was very helpful and informative.

I have a custom built computer that I have had many issues with. I have had it worked on 5 different times to fix the issues of constant crashing and each time I was told the computer works fine. But take it home and within a couple minutes it shows the dreaded blue screen.So after a few costly things for the computer it still did not work. Had a spare computer and set my custom off to the side for about 1 year. Thought I would give it 1 last shot and stopped in at Commonwealth computers and talked with a young man Named [redacted] who listened to my issues and said he believed he could take care of this problem. I received a call saying what the issue was and needed my approval to fix it. The repair was done quickly and my computer is working great. Thank you to the friendly staff at Commonwealth computers. Would recommend this company.

I had dropped my iPhone 5s and the screen was unresponsive. I called Commonwealth Computer Services to see how much they'd charge for iPhone repair. They had the lowest price in town ($99 + tax). I left my phone overnight and picked it up the next day. It now works great. Customer service was great as well! Thanks Marshall :)

I bought a Dell Precision Laptop to them that had a Failed hard drive. I replaced the hard drive myself but had difficulty getting the drivers for the hardware set up. They fixed it and got it working so that It would detect and connect to the internet. They did a fine job and I am happy with their work. I am taking them a bunch (7) of other computers to have them remove the data and put it all on single 2tb portable drive.

Fixed my computer at a great price and fast service!! Great folks!

Great service, explained everything in detail before repair and after. I would recommend Commonwealth Computer Services to anyone who has a computer problem.

I just got my computer fixed at commonwealth computer, excellent customer service! very knowledgeable, good price and I met the owner,[redacted] very down to earth and friendly. [redacted]

Great experience dealing with [redacted] of commonwealth computer. She went beyond the call of duty to resolve my computer issues. Sincerely, [redacted].

VERY friendly service. Care about my Situation And quick response on getting my computers fixed.

Went for help to run a 1995 program needing an older operating system. He found out I needed a 32 bit and unable to run on a 64. We got it running on an Windows XP. Seems there are 32 and 64 XP's out there. I don't understand the specifics but my needs were met and with his help, mission accomplished where no one else has been willing to put in the effort to figure out what my problem was.