Data Doctors #208

Revdex.com:
I have reviewed the response 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.
We received the MESSAGE FROM BUSINESS from Data Doctors that was sent to Revdex.com as rebuttal to our previous telephone complaint to them.In the MESSAGE, Data Doctors have outlined what they would like to have said and would have done, but did not.Their EVALUATION consisted of nothing more than what we told them, i.e..  1) our computer seemed to have a software  problems, and 2) the AC power supply worked erratically, shutting down after a few minutes.Their reply was that we had "multiple infections" (software problems) and the AC adapter didn't malfunction  in our shop(!) as weiJ as a defective hard drive.(?).The answers to the questions "what had to be repaired?" and "what would be the cost? given only as nebulous remarks, like "a lot" and "can't give you and estimate". In other words, they wanted a blank check,NO QUOTE WAS ACTUALLY GiVEN, NOR WAS THE USE OF THE INiTiAL $59 FEEAS PART OF THE REPAIRS SUGGESTED.Note: Mrs. [redacted] was a significant witness to all of the salient points that are clarified in tllis letter, as weH as in our first complaint letter, and in the original Revdex.com statement.
 
Regards,
[redacted]

I have reviewed the response 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.
We received the MESSAGE FROM BUSINESS from Data Doctors that was sent to Revdex.com as rebuttal to our previous telephone complaint to them.In the MESSAGE, Data Doctors have outlined what they would like to have said and would have done, but did not.Their EVALUATION consisted of nothing more than what we told them, i.e..  1) our computer seemed to have a software  problems, and 2) the AC power supply worked erratically, shutting down after a few minutes.Their reply was that we had "multiple infections" (software problems) and the AC adapter didn't malfunction  in our shop(!) as weiJ as a defective hard drive.(?).The answers to the questions "what had to be repaired?" and "what would be the cost? given only as nebulous remarks, like "a lot" and "can't give you and estimate". In other words, they wanted a blank check,NO QUOTE WAS ACTUALLY GiVEN, NOR WAS THE USE OF THE INiTiAL $59 FEEAS PART OF THE REPAIRS SUGGESTED.Note: Mrs. [redacted] was a significant witness to all of the salient points that are clarified in tllis letter, as weH as in our first complaint letter, and in the original Revdex.com statement.
 

Regards,

The complaint is simply not true.  We checked in their computer on 6/9 and set the expectation that we would EVALUATE the system and call him with the results.  We NEVER promise that we will repair the system for the $59 evaluation fee.  The ticket that he signed (attached) even...

states 'the system will not be repaired for this price".  We called him back on 6/10 and told him he had multiple infections on his machine and a defective hard drive.  The AC adapter didn't malfunction in our shop.  We quoted him a price based on what we found and offered to apply the $59 evaluation fee towards the cost of repairs.The customer simply declined to do any service.  We did everything right.  We evaluated the system, found everything that was wrong with it and provided them a quote for repairs.  We do not guarantee good news.

In response to the customer's complaint, I would like to add the following1. The staff at the store on [redacted] and [redacted] hasn't changed in 10 yrs. We are the same two employees that were there every-time Mr. [redacted] has ever visited.2. We listen but do not accept the customers computer diagnosis,  because they are often incorrect. The power supply was tested and found to be O.K. The customer was informed of this when we called with the Diagnostic results on 6/9/15.3. We found the HD tested bad, using HD tune, our Hard-Drive testing tool. We also found a significant number of spyware infections on the computer. The customer was informed  that his Hard Drive/ infections, and not his power supply was causing his shut-down issues on 6/9/15 when we called. We recommended what we have always recommended when a HD fails, replace the Hard Drive and Re-install Windows. This would fix his infection issues as well. We informed the customer that the $59 evaluation fee would apply towards the total cost of repair: $279 labor + $79 parts - $59 diag. Customer did not make a decision at the time of the initial call.4. 6/10 customer came into the store un-announced and asked to pickup his computer. The issues with his computer were again discussed and the customer declined any further service. He was given a verbal explanation of the results of the diagnostic and a printout of the attached file. This is our procedure in every instance and the Data Doctors in question is managed by a 10 yr veteran of Data Doctors.5. Customer was called again a day or two after the original complaint was filed to attempt to resolve the issue. The manager(Drew) offered, again to apply the customer's original eval fee to the service we originally recommended, and to send the customer a letter with every detail of the result of our diagnostic. He also attempted to explain the results of the diagnostic verbally. The customer's response was that he already had it fixed some-where else for less.6. No further resolution is possible, because the customer has received his diagnostic results verbally and in written form on multiple occasions. The customer declined to have any further work performed by us. That is his decision, not ours. 7 The offer still stands to repair the customer's computer for the agreed upon quoted price. We will even apply the $59 towards his repair, if he chooses to do so. We will even agree to have the service performed at another location, we have several, if he does not feel comfortable working with the store on [redacted] and [redacted] rd.