Eagle Auto Repair

This is the first I heard of this, on June 30th I had your check on my desk when I had to rush my wife to the hospital to have a babyI took a month off after that and I also asked my manager to send your checkThe check is in the mail now and I apologize for your inconvenience

Initial Business Response /* (1000, 5, 2015/08/18) */
Contact Name and Title: ***, CEO
Contact Phone: ***
Contact Email: ***
In April when we tested the client's Mac, the hard drive was failing and he agreed to have it replacedHe checked in the computer
on April 7, and picked up the computer on April 15,
We rigorously test and document our repairs for quality assurance and after we replaced the drive months ago, the system passed all testsWe also noted the that the Mac was running Mac OS At that time, we offered the client RAM but we believe he declined because we never installed RAM or charged him for it
At that time (April 2015) the charges were as follows:
Hard drive $
Bracket, with IR / Sleep / HD Cable $
Laptop or Desktop Repair Labor $
------------------------------------------------
TOTAL $plus tax
He came in yesterday, claiming that the computer never workedHe was belligerent with the customer service staff, however, since the drive is under warranty we agreed to perform diagnosticsThey also told the client that he did not have enough RAM, so he might be having additional problems for that reason
The computer was not booting so we ran diagnosticsThe hard drive was in perfect operating condition, but the operating system and data had all been erased and there was an incompatible operating system installation disk in the computer
This made us suspicious that the client did have some problem (perhaps another part was failing)However the computer is rendered completely inoperable by the fact that his hard drive has been erased, but he denies doing thisWe know that the drive had an operating system when we finished the repair in April because we ran a toolkit that displays the OSAlso we noted that the client had trouble logging in to the computer and we reset his passwordWe could not have done so if the drive was blank
Yesterday, many months after the initial repair, our technician observed that the display of the Mac exhibited some video artifactsThis is usually indicative of there being a problem with the video card / logic boardWE DID NOT ADVISE THE CLIENT TO PUT ANY MONEY INTO THE SYSTEM AFTER OBSERVING THIS PROBLEM
We did not advise the client to replace any parts or pay any money whatsoever or try to install or charge him for RAM (we performed diagnostics this week at no charge)I can assure you that we discourage clients from putting any money into an older machine that is exhibiting signs of a major component failureHad we observed that issue previously, we would have encouraged the client to move onto a new Mac
At any rate, we have a satisfaction guaranteeWe have already issued a refund via check, which will be sent to the client at his PO Box in Reno NV for the service fee ($100) we charged to replace the hard drive back in AprilWe did not refund the price of the hard drive or cable because it has been months since the repair and the drive is still working normally and is in client's possessionThe hard drive does carry a year warranty with Western Digital companyClient can contact them if he has any future concerns, although as we previously noted, the hard drive tested fine

Initial Business Response /* (1000, 5, 2015/07/24) */
Contact Name and Title: [redacted], Owner
Contact Phone: [redacted]
Contact Email: [redacted]
First, I'd like to say that we do have a 100% satisfaction guarantee already issued a refund to the clients credit card...

yesterday.
Further details: We do not ever charge clients for warranty repair. However, we do clearly state on our service ticket, which the client signed upon checking his equipment in for service that [redacted] warranty does not cover any data related services. This is also clearly stated in [redacted] warranty statement.
[redacted] will compensate us for replacing the drive (the hardware portion of the service. We charged the customer to transfer data to the new hard drive. We spoke with the client several times during the process and thought that it was clear what the charge would be for transferring several Gigabytes of data. Apparently, we did not communicate clearly enough, or he did not understand because he did balk at paying for service after we had already performed the service when he was in our shop to pick up the equipment. He did pay for the service though, and left our shop.
Then the client spent the last 24 hours slandering our company on the Internet and has accused us of fraud on a number of websites. We understand that there may have been a miscommunication, but his behavior is unnecessary. We have a right to charge for our services, and the charge was listed on our service ticket and discussed in follow-up phone calls with the client.
We've been serving clients for almost 20 years with mostly happy outcomes. Hopefully the refund will resolve the issue. Please let me know if there are further concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]