Data Doctors, Inc.

The response was completely inaccurate and riddled with lies. They never retuned my call and I can provide the phone records to prove this. I also have voicemail, yet they claim their call was never even answered. Total nonsense. What kind of company would even make only one attempt to call their customer if they actually were concerned in the first place?Data Doctors did not do a full inspection of my laptop as they claim, as one would not have even been necessary. They did the free checkup they advertise on their website, but they really never do what they promise to do and, instead, try to get more money from you by pretending to offer a free service. I had done business with them before and their service was mediocre but only after the second time did I see the pattern of how they go about trying to rip off customers. The Internet is riddled with similar complaints as mine about this company and their F rating with the Revdex.com should speak for itself. Their policy regarding  how long they keep items before giving them away is also nonsense. It's not like I dropped my laptop off and didn't pick it up. I actually spoke with the staff about leaving it and they gave me permission to do do. Any other policy would be moot when the company tells exactky what you can do and that's exactly what to do and that's what I did.

We have attempted to contact Mr [redacted] to try to work out a resolution, but he has not answered and not returned our call (voicemail was left). Rather than try to spend a whole lot of time looking to lay blame or re-hash how we ended up at this point, we would rather work toward resolution, but that does not seem to be possible in this case. Just a few quick points to note: 1. We offer a "Free Computer Checkup" at our stores which includes going over the vitals of the system (when possible) and better understanding and seeing the issue at hand to attempt to establish a "game plan" for how best to solve the problem(s) encountered. Generally a 10-15 minute consultative process. Think of this like going to a doctors office and getting "vitals" taken like blood pressure, temp, etc. In many cases, we are able to establish a course of appropriate action from this initial check, and proceed (with the customer's permission) toward repair. In some situations (like that of Mr. [redacted]'s system), we need to do further probing to determine the exact cause of the issue, with a service we call an Advanced Diagnostic (or DOA service, in some cases where the system is not able to even boot to the operating system, like in the case of Mr. [redacted]'s system). This service is normally priced at $100 (which we later apply to the cost of repairs, should the customer approve them), however, Mr. [redacted] expressed concern for what he believed to be a "bait and switch", and so the store team member waived the cost of the diagnostic to attempt to satisfy Mr [redacted]'s concerns. In fact, this service item and associated discount are reflected in the records of the service order created when he checked the system in.2. We have further offered to have a different location and technician diagnose the system to confirm the original diagnosis, at no cost to Mr. [redacted] in an attempt to work through the issue with him. To date, he has not taken us up on that offer.3. Finally, in the last communication to Mr. [redacted], we offered to further discount the actual repairs to his system by $100 - if he chose to have his system repaired. If he chose to not have his system repaired, he would have paid and would own nothing.4. It appears Mr. [redacted] wants to have his system fixed at no cost, and for us to bear all expenses in order to provide him a working system. We simply can't provide him this, and are unable to do anything further than what we have offered at this point.Generally we believe it trying to make people whole if/when we make mistakes. I'm not entirely certain that we made any mistakes in this case, however, giving Mr. [redacted] the benefit of the doubt, we have attempted to take care of him and to resolve the problem on at least three occasions. Unfortunately it does not seem we will be able to resolve things with Mr. [redacted], which we truly regret.Finally, Mr. [redacted] makes reference to a "F" rating with the Revdex.com. In fact the location he went to has an A+ rating (as can be seen here: http://www.[redacted] ). We have been in business for nearly 25 years and have locations all around the country and if you care to check, you'll find that every one of our locations has an "A" or "A+" rating with the Revdex.com.

We at Data Doctors do everything we can to be accommodating to our customers and want to ensure that each interaction with the customer is a positive experience. When we fail to do so, we want to make it right.In this situation, the customer dropped off his unit on the 5th of October...

after the store chose to waive their diagnostic charge after the confusion between what a “checkup” is and a full diagnostic. On November 15th, 2013, the customer contacted our corporate office to express his concern regarding the phone call he received about his unit being recycled unless he picked it up. This is done after 30 days if the customer has not picked up their equipment.The employee that spoke to the customer on the 15th of November let the customer know that we would be happy to take care of him at another location (specifically at our [redacted]). During that phone call, she asked him to call back once he had finished working out with HP whatever they decided to do so that she could coordinate the visit. She also let him know that we would honor what the store had done with discounting the diagnostic service. We took this step because the store had not clearly communicated with the customer regarding their 30 day policy and wanted to make sure the customer was taken care of.On the 18th of November (the following Monday), our employee attempted to call the customer again but the call was not answered. At that point, our employee assumed that the customer would call us back once he had finished dealing with HP so that we could setup service for him in another location per the previous conversation. That phone call still has not been received by our office.We would be happy to have the customer bring his computer to us and will honor the discount the other store gave him. At this point, there has not been a transfer of money between us and the customer. There will be a charge for the repair which will be determined after we re-diagnose the computer at no charge.