Digital Doc

We have received his request for a refund and are processing that request at this timePayment should be provided within daysDigital Doc has never received a formal refund request after the initial payment and before the equipment was delivered to the customer We provided hours of technician labor for free on 8-16-in an attempt to resolve the installation issues the client was experiencingWe found that one of the pieces of equipment requested by the customer was not necessary, and took the part backThis refund was processed on 8-31-of a total of $We advised the client at the time of installation that his internet was not acceptable for what he wanted, and he would need to speak to his internet provider to resolve any further issues that he may experienceAll passwords related to the equipment were relinquished at the time of installation as per requested by the clientThese were given in verbal form to him, and in text to one of his employees.We received no further complaints about the camera's until they were dropped off at our office over a month after the purchaseWe have a strict day return policy and this was clearly outside of that timeframe Receipts have been attached to show the initial purchase date, and the requested refund of $No contracts were signed regarding labor, and the total value of our work performed is equivalent to $(hours of labor billable at $95/hr as per our standard rates)

THIS REVIEW IS FOR THE LEXINGTON LOCATION Absolutely would not recommend this repair service to anyoneTook my iPad in for a screen repair two weeks ago, was called and notified that there were a few more issues and asked if I wanted those repaired as wellI said yes because obviously I want my device to workI was pleased with the work that was done and excited to have my iPad up and running again! I took it back in this week because the adhesive did not stick on the bottom part of the screen, and my speaker fizzled out - no big dealI get a call today that they have tried to replace the speaker but none of the new ones work because the whole inside is basically covered in rust and that the whole device probably wouldn't last much longerThis is the first time they have notified me of how badly rusted the inside wasI would have saved my $and bought a new iPad if I had been properly informed of all the damage two weeks agoThen they tried to smooth it over with $off my next device repairNo thanks! Since I have made my reviews on various sites, there have been fake accounts created to boost the review ratings and I have received messages from the accounts as wellSo unprofessional

When we return a device to the customer we do a visual and functionality checklist to confirm satisfactionWe also have a receipt that the customer signs off on to confirm the repair was done to their specificationsThe customer is given the opportunity to dispute any issues with the repairMr
*** signed off on his receipt and this informed us he was happy with his deviceMr*** returned to us a few days later indicating that there were scratches on his screenThis was indicated to us after the repairWe understand that Mr*** was frustrated and as a courtesy offered him at cost repair to address the issue with his screenMr*** was unhappy with this offer and decided to go elsewhereWe would love the opportunity to repair the screen but it will be an at cost service as offered previouslyThe scratches to his screen were not a result of our repairs

Complaint: [redacted]
I am rejecting this response because:
I requested to cancel the order 3 weeks after I had paid for the items and still had not received them. If a text msg to one of my employees is a valid form of communication with me, then a face to face request to cancel the order with this company's technician is definitely a formal request. The reason I didn't cancel at the time is that I was told they will provide a complimentary service to help me install the equipment (which I would have declined if I knew they may bill me for it later if I am unhappy with my purchase) and that I could return the equipment once I try it. From the day I paid in full for the order, it took exactly 1 month and 2 days for me to receive all of the equipment, so I couldn't have possibly returned it within the company's strict 30 days for returns. I did however returned all of the equipment exactly 30 days from the day I received them. I was told the video recording would be slow due to my currently installed internet service, not that it would stop working every week or so. I was fine with it working slow but nobody would be ok with paying $970 for a system that doesn't work.
I do not accept that this company wants to bill me $570 for services that they even state was provided for free, unless I'm reading their msg incorrectly and they are just letting me know what huge favor they have done for me which I am not disputing that.
 

Regards,
[redacted]

THIS REVIEW IS FOR THE LEXINGTON LOCATION.

Absolutely would not recommend this repair service to anyone. Took my iPad in for a screen repair two weeks ago, was called and notified that there were a few more issues and asked if I wanted those repaired as well. I said yes because obviously I want my device to work. I was pleased with the work that was done and excited to have my iPad up and running again!
I took it back in this week because the adhesive did not stick on the bottom part of the screen, and my speaker fizzled out - no big deal. I get a call today that they have tried to replace the speaker but none of the new ones work because the whole inside is basically covered in rust and that the whole device probably wouldn't last much longer. This is the first time they have notified me of how badly rusted the inside was. I would have saved my $200 and bought a new iPad if I had been properly informed of all the damage two weeks ago. Then they tried to smooth it over with $15 off my next device repair. No thanks!

Since I have made my reviews on various sites, there have been fake accounts created to boost the review ratings and I have received messages from the accounts as well. So unprofessional.

Mr. [redacted] was explained in person that ALL of his programs would not be transferred without a legal disc or CD key to do so.
None of these were provided to us.It is in fact ILLEGAL for us to reinstall software on to a new computer without this proof of purchase...

documentation.  He never provided any information for Microsoft Office or [redacted] (which he never told the technician to install when he came in)
We offered to resolve the issue if he wanted to come back in to our shop (or we could remotely assist him with these issues in about one hour time to complete these tasks)
Our company cannot risk illegal activity to satiate the needs and threats of one of our patients. We abide by the laws of the US government and the contracts that are signed via software purchases through the Copyright Infringement Act.
Thank you.

This is a wonderful business. I highly recommend them. 5 Star. Employees are great with people and technical skills and fast at helping you with your problem.

We have received his request for a refund and are processing that request at this time. Payment should be provided within 60 days.
Digital Doc has never received a formal refund request after the initial payment and before the equipment was delivered to the customer. 
We provided...

6 hours of technician labor for free on 8-16-2016 in an attempt to resolve the installation issues the client was experiencing. We found that one of the pieces of equipment requested by the customer was not necessary, and took the part back. This refund was processed on 8-31-2016 of a total of $120. We advised the client at the time of installation that his internet was not acceptable for what he wanted, and he would need to speak to his internet provider to resolve any further issues that he may experience. All passwords related to the equipment were relinquished at the time of installation as per requested by the client. These were given in verbal form to him, and in text to one of his employees.We received no further complaints about the camera's until they were dropped off at our office over a month after the purchase. We have a strict 30 day return policy and this was clearly outside of that timeframe.
Receipts have been attached to show the initial purchase date, and the requested refund of $120.
No contracts were signed regarding labor, and the total value of our work performed is equivalent to $570 (6 hours of labor billable at $95/hr as per our standard rates)

Took Ipad to location to get broken screen fixed. The ipad began ghost typing and after several tries to fix it it continuesAfter several times to the store the screen is stil coming loose and the ipad is still ghost typing.Desired SettlementRefund of funds paid so I can can have it fixed elsewhere.Business Response First of all we stand behind our work. We reached out to the customer last Wednesday and spoke with them. We offered to have them come in on Saturday (the date the owner could make it in) to look at the device. We told them that at minimum we would provide some type of refund which was dependent on our review. We told them that we would try a new screen if needed at no charge.The customer agreed. We were open both Saturday and Sunday over the weekend as usual and the customer never showed up. Our offer stands. This is the latest update

Review: I took a cell phone to have a screen fixed. It was broken but still working. We ordered the screen on July, 02 2016. The part was to be in on July 05, 0r 06 2016. The part did not get in until late July 08. They have the phone for 2 hours called and said the screen wood not work and they were going to put the old screen back in and refund my money. They called 30 minutes later and said the old screen was not working now. I picked up the phone and the screen was broken more than before, and it would not light up at all. The phone was not use able at all npt. They just refunded my money and would not do anything about braking the phone.Desired Settlement: They refund me for the price of the phone because they broke the screen to a unusable phone. They received the phone in workable order. We had to purchase a new phone to replace the one that broke.

Business

Response:

Customer brought in phone as described. Screen ordered: issue arose because vender sent wrong screen. Notified customer about issue and offered to order another screen from a different vendor or refund money. Customer chose be refunded rather than have another screen ordered. Old screen was heavily damaged and broken upon arrival and was not salvageable. We have made every reasonable effort to satisfy this customer. Phone is still fixable and we will be happy to repair the phone. Normal charges would apply.

Consumer

Response:

I took the phone in for a broken screen. The phone was working with the screen broken. When we receivedo the phone back the screen was not working at all. They also said every part number for the screen was the wrong size if we would reorder the screen again it would be wrong. I was given no option but a refund. The phone is not working at all I had to replace the phone with a new one because it is not repairable.

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.

Regards,[redacted]

Review: I took my computer to Digital Doc to be repaired and was told it could be repaired for $50. He called and said it was ready, so I picked it up and took it home. But it was not working still. So I took it back to Digital Doc and was told that he will check it out. So I did not hear from him and I went by the company and was told that he can't fix it. He never gave me any money back.Desired Settlement: I would like my money back since it was never fix.

Business

Response:

Customer requested virus removal. This action was performed with satisfactory results. However between the time the customer picked up his computer and returned it, all browser support for his operating system had been discontinued. In addition: the hardware on this computer is obsolete and well past its life expectancy. This was fully explained to the customer. We did research any and all options in an upgrade attempt. It is unfortunate that we were unable to find an appropriate fix for this customer. As such, I have authorized the customer a full refund.[redacted]Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Have received the refund.

Regards,