Digital Sunrise Learning Center

May 21, Dear Revdex.com,I'm writing you In reference to Complaint ID [redacted] where a service charge of $was invoiced to the customerThe reason for the service charge is due to the fact the issue was found not to be a manufacturers defect, so no warranty claim could be filed with [redacted] IncAccording to our authorized technician, [redacted] , he stopped during the service to discuss the found foreign material, two plastic wrappers located deep inside the mechanismIt was at this time he explained that [redacted] Inc would not cover thls repair and stated repair fees would be dueThere was no formal writtten estimate as this service was being performed in front of the customerThe one hour charge was for removal of drive from laptop, disassembly of mechanism to remove the wrappers, reassembly, and final testingAccording to the technician and our paperwork, the drive was performing within manufacturers specifications at the completion of service.Attached is a reprint of the completed incident [redacted] (WorkOrder) and an Service Acknowlegement stating exclusions, however it is unsigned.It is my understanding that the customer did not make any attempts to contact the management of Sunrise Computers, db/a digitalSunrise or contact [redacted] Inc to question our repair procedureIn my review of the matter, the labor charge is valid.Thank you for your consideration,

May 21, 2014
Dear Revdex.com,I'm writing you In reference to Complaint ID[redacted] where a service charge of $68.90 was invoiced to the customer. The reason for the service charge is due to the fact the issue was found not to be a manufacturers defect, so no warranty claim could be filed with...

[redacted] Inc. According to our authorized technician, [redacted], he stopped during the service to discuss the found foreign material, two plastic wrappers located deep inside the mechanism. It was at this time he explained that [redacted] Inc would not cover thls repair and stated repair fees would be due. There was no formal writtten estimate as this service was being performed in front of the customer. The one hour charge was for removal of drive from laptop, disassembly of mechanism to remove the wrappers, reassembly, and final testing. According to the technician and our paperwork, the drive was performing within manufacturers specifications at the completion of service.Attached is a reprint of the completed incident [redacted] (WorkOrder) and an Service Acknowlegement stating exclusions, however it is unsigned.It is my understanding that the customer did not make any attempts to contact the management of Sunrise Computers, db/a digitalSunrise or contact [redacted] Inc to question our repair procedure. In my review of the matter, the labor charge is valid.Thank you for your consideration,

Review: On 4/28/14 I called to see if Digital Sunrise (authorized [redacted] repair) could look at my [redacted] book as the CD drive kept ejecting my CDs. I informed them at this time I had an [redacted] warranty. They scheduled an appt for 5/1/14. I took my laptop in & they had my warranty info already pulled up. The technician, [redacted], proceeded to open the back of my computer and once that was removed, you could see a candy wrapper inside. At no time was I given an estimate or the option to try to remove the wrapper myself, which I would have been able to do. Again, nothing was mentioned about cost and he proceeded to dig out the candy wrapper. It wasn't until AFTER he removed the wrapper that he said "Well this isn't going to be covered under warranty" I was then charged $68 for something that I was not even given an estimate for, told the cost or given the option to take my laptop home and remove it myself, which I would have done had I known I would be charged and how much. What makes it worse is now my CD drive took in a CD, will not eject it & is just making a "whirling" sound so my issue was not even resolved.Desired Settlement: I feel I am entitled to a refund as I made the company aware I had a warranty, was NOT told I would be charged for anything until AFTER the wrapper was removed nor was I given an estimate or the opportunity to refuse service which I would have done had I known how much it would cost.

Business

Response:

May 21, 2014Dear Revdex.com,I'm writing you In reference to Complaint ID[redacted] where a service charge of $68.90 was invoiced to the customer. The reason for the service charge is due to the fact the issue was found not to be a manufacturers defect, so no warranty claim could be filed with [redacted] Inc. According to our authorized technician, [redacted], he stopped during the service to discuss the found foreign material, two plastic wrappers located deep inside the mechanism. It was at this time he explained that [redacted] Inc would not cover thls repair and stated repair fees would be due. There was no formal writtten estimate as this service was being performed in front of the customer. The one hour charge was for removal of drive from laptop, disassembly of mechanism to remove the wrappers, reassembly, and final testing. According to the technician and our paperwork, the drive was performing within manufacturers specifications at the completion of service.Attached is a reprint of the completed incident [redacted] (WorkOrder) and an Service Acknowlegement stating exclusions, however it is unsigned.It is my understanding that the customer did not make any attempts to contact the management of Sunrise Computers, db/a digitalSunrise or contact [redacted] Inc to question our repair procedure. In my review of the matter, the labor charge is valid.Thank you for your consideration,