Darryl Brue - State Farm Insurance

Thank you for the opportunity to respond to this complaint. We are very disappointed to hear that Ms [redacted] is unhappy with our work.  Our team works very hard to provide the best IT support in the Upstate - we are the only Apple-trained, Microsoft Authorized, nationally ranked IT firm in...

the area.  If presented with equipment which isn't worth repairing we're very honest and up front about that, and we include 60 days of free service after any repair as well as a 7-day return period on purchases and a 90 day warranty on used equipment. In this particular situation, we show that the customer dropped off a [redacted] laptop on 8/11/2015.  The customer's notes were "Upgraded to Windows 10, then PC crashed".  (See work order, attached).Unfortunately upon analyzing the machine we found that it was not a Windows 10 issue but a problem with the motherboard.  As the computer was 5 years old there were no replacement parts available from [redacted] or other vendors, but we do work with a reputable motherboard repair firm who offered to repair the motherboard for $199.  Because this model has a poor reputation (see http://www.pcmag.com/article2/0,2817,2370421,00.asp) and the [redacted] models in general don't last more than 2-4 years, our team recommended that the customer not invest $199 in repairing this motherboard.  We suggested she purchase a new laptop and also offered a selection of business-grade used laptops we had for sale.  It's true that 17" laptops are rare - no national brand has made a business-grade 17" laptop in many years because they do not sell well, so we do not carry them here. The customer chose a 14" [redacted] which was priced at $229 and asked us to transfer her data to the new laptop.  This model is slightly older than her damaged [redacted], but is a business-grade machine and originally sold for well over $1000.  We purchase and refurbish these models because they tend to last a really long time.  The [redacted] also had a noticeably faster processor than the customer's [redacted], though the hard drive was smaller.  [redacted] makes models both with and without webcams, and we don't note that on the invoice so it's entirely possible that her model did not have a webcam, but if she had asked we would be happy to swap for a model with a webcam. Our team was able to recover her Microsoft Office license key from the old [redacted] laptop and reinstalled Office for her, along with copying her data.  We do not have any notes about her having a purchased version of Malwarebytes Pro, but with most software it's physically impossible to copy the software from one PC to another, it has to be reinstalled using the original license code.  In many cases customers are unable to find their license code, but if they do find it later we always install it for them for free. We do install the free version of Malwarebytes, so that if later the customer seems to be having virus issues we can ask them to try running it when they call us, so they won't have to bring their machine in.  The free version does have ads encouraging people to purchase the paid version. We had quoted the customer $89 plus parts for the original repair.  Since the repair was not worth doing, we discounted her labor to only $49 for transferring her data and Microsoft Office to the new PC.  The total invoice (attached here) was for $294.03, representing $229 for the laptop and $49 for the labor.   As noted on the invoice we included a 90 day warranty and 7 day return period for the laptop.  If Ms [redacted] had contacted us anytime last year we would have been glad to work with her on swapping for a different model.  According to our phone logs, she has never called us or emailed us to report any unhappiness with our service.  The last phone call we received was on 8/13, two days after she originally dropped off her laptop and the same day she picked up her new laptop with her data and Microsoft Office transferred.  Keeping our customers happy is extremely important to us and I'm sorry we were unable to do more in this case, but we were unaware of any issues until this complaint was filed with the Revdex.com 6 months after the date of original service.  Given the long time and the lack of communication from the customer, we do not feel a refund is warranted in this case.  However if Ms [redacted] does find a laptop she likes, we're happy to transfer her data and any programs she can provide licenses for to her new laptop for her, free of charge. [redacted], Owner, CT-Anderson LLC (Clever Techs)