Dr. Osdicks Innovative Solutions, Inc.

There are many repair shops out there but this is a repair shop that really cares about it's customers. I left this shop feeling very satisfied with their expertise. The owners are very friendly and patient. I learned about preventative care of my pc. They have excellent service.","pos-1

Spoken to with a condescending and unpleasant attitude. Also quoted a price about 15% more than competitors. Monday 13th of January 2014 I left my laptop with Dr. Osdick's Innovative Solutions. I wanted to know if more ram would help my machine to play a video game and was told no. I was informed that they could do a diagnostics to see if my machine is still in good working order. I agreed to do so.On the 15th of January I received a phone call from Osdick and was unable to answer the call. I returned the call later that day. When Osdick tech answered the phone I was greeted nicely but then asked "Did you check your voice mail?" with a tone in his voice that I felt it implied that I was an it for not checking it. So I responded "No, I just returned the call. Then He said "Well, I need to know what the message was so I can know why we called. I replied "I left a laptop to be checked out" He replied "Okay, Let me check and see. Hold on. He returned with some issues that I couldn't answer and he said "He needed to look into the problems further and call me back." I checked my voice mail after we talked and all it said was that they wanted to to call the shop.On the 16th I decided to not have any more work done on the laptop and picked the machine up and paid for the services that was performed.On the 17th I powered up the laptop and it was very slow and unresponsive. I called them and expressed my dissatisfaction with the state of my pc. I had got a quote from them to build a new pc the day I left my laptop. I checked around and was able to get a better machine for a lower price. I feel that Dr.Osdick's Innovative Solutions tried to take advantage of a unknowing person of all the options that are available building a pc. I want others to know that they may prey on the unsuspecting and unknowing of all the options and try to take advantage of them. Desired SettlementThat they address the issue with corrective action against the tech that needs to more considerate and learn edict of customer relations. They may just tell him to stay off the phone until he can correct his unpleasant ways.Business Response Here is what I know of the situation.When Mr. [redacted] brought his computer into the shop on the 13th, he said his wife bought him a new game for Christmas and he wanted to get it running on his laptop. The game is[redacted]. He did make a reference to adding memory to his computer. The technician, being an avid player of the game, checked a couple of things and quickly told Mr. [redacted] that his laptop was not capable of running the game, even with a memory upgrade. The conversation then took a turn to discuss why his laptop had been running slow all the time. We recommended Diagnostics - a complete check of all his hardware and a software and system review to see why it was so slow. There was a $25 charge, plus tax, for the diagnostics, which Mr. [redacted] agreed to pay.On 1/14 @ 2:55p we started the diagnostics. By 11:30a of the 15th diagnostics were finished and an estimate was prepared to be reviewed with the customer. There were no hardware problems but there were several issues with software.It is important to note that when a customer brings us a computer to work on, we do not know, specifically, what it is used for. There is usually software on the systems and the customer may or may not know anything about it, or even that the software is there at all. We have no choice but to ask the customer what they know about it and, more importantly, do they use the software. This is an effort to fully understand what the computer is used for and helps determine what we need to do to resolve the issues.So, on 1/15 @ 12:17pm Mr. [redacted] was called and a voice message was left instructing him to call us about his computer.On 1/15 @ 2:33pm I answered the phone and Mr. [redacted] said I just got a call from there. I asked if he had checked his voice mail. He said no, I just called back, why? I said the message makes it quicker for me to understand why you were called. He said he left a laptop there to be checked out. I said OK and put him on hold the go find his paperwork. In reviewing the diagnostic results and estimate with Mr. [redacted] I had to ask about several pieces of software that were installed on his system and creating issues. Since he could not answer my questions I told him I'd have to do more research and call him back. I could tell that Mr. [redacted] was not very satisfied with the conversation.On 1/16 @ 3:12pm Mr. [redacted] called and said he decided not to get any work done. I had not finished researching his issues and therefore, had not called back yet. But he said he did not like the way he was spoken to and would come get his laptop. He pointed out that he had asked for additional memory and priced a new computer. He said he was going to buy a computer from us but he would never do business with us again and would tell all his friends not to come here. I tried to continue the discussion to determine why he felt this way and he pointed out the when he called the other day I asked if he checked his voice mail with a condescending tone and in a rude manner. I apologized and indicated that I was sorry he felt that way. He said he would be in to get his laptop.On 1/16 @ 3:53pm, Mr. [redacted] came in, paid the $26.75 diagnostic fee with sales tax. I was not the one to wait on him.On Tuesday, January 28, XXXX X:XX AM we received an email from the Revdex.com about this complaint.Now, here is my response...Mr. [redacted] wrote: "On the 16th I decided to not have any more work done on the laptop and picked the machine up and paid for the services that was performed."ANDMr. [redacted] points out: "On the 17th I powered up the laptop and it was very slow and unresponsive. I called them and expressed my dissatisfaction with the state of my pc. "According to Mr. [redacted], the paperwork and invoice, Mr. [redacted] asked for Diagnostics, which we did and he paid for. His invoice clearly indicates that he declined all repairs. Since we did no repairs, his laptop should run pretty much the same as when he brought it into the shop.The reason I asked if he listened to the message that was left is because we use standard messages when we can and specific messages when applicable. The message tells me a whole lot more than the words that were recorded.In addition, I require my staff to leave messages if they end up with voice mail. I also require my staff to check their voice mail before calling customers.In terms of the requested resolution: "That they address the issue with corrective action against the tech that needs to more considerate and learn edict of customer relations. They may just tell him to stay off the phone until he can correct his unpleasant ways. "I am a technician and the owner of Dr. Osdick's Innovative Solutions, Inc. I try to do my own work but, when we get busy, I have to help my staff. This requires me talk with people and be on the phone. I have a firm and confident voice that can be intimidating. I try to form questions that I think people can answer and not feel bad when they can't. Everybody is different so this is not an easy task. I have researched Phone Etiquette for using the phone and voice mail. I will issue an edict for my company based on what I have found.My current rules regarding phone calls, among other things, require them to leave a short but clear message with minimal detail. I have found that long messages confuse some customers. In the past I have asked customers if the person that called left them a message and some people say "if they had left a message I would have said so." I can hear in their voice that I should not have asked that question. I felt it was a fair question because it tells me if they are doing their job as expected. I changed the question to: "What did the message say?" (Assuming a message was left in the first place.) I found that people found this even more offensive. So, I started asking "Did you listen to the message?" No matter the answer, I don't dwell on it and keep going with the conversation.An important point I will make to my staff is to never ask a customer anything about a message. I have not found a way to ask the question without the possibility of offending the customer.Regarding my pricing. I do not have a proper, written estimate for Mr. [redacted] so I asked the person who spoke with about the estimate. He told me that he never did a written estimate but just spoke about it and quoted estimated prices based on systems we have built for other customers.That said, I know our custom systems are not cheap, they are not meant to be cheap. They a premium computers with 3 years warranties on parts and labor. I have found that you have to add about $250 to any competing quote just to get the warranty upgraded to 3 years. When a computer is purchased from my store we usually through in services that I have seen other stores charge up to $200 for.My pricing for repairs is higher than some and lower than others. I have one of only 2 stores that has been in business for 17 years. Most don't make it passed [redacted] first year.I have given myself the month of February to write the edict. I will also try to stay off the phone.As for corrective action, since I own the business, and I lost a potential customer, that, to me, is money out of my pocket.I hope this satisfies the desired resolution.