Emerald Computers Inc.

He brought the computer in, we hooked it up and looked at it to find out what was wrong We told him what was wrong We charge $to this task He paid it, and decided not to have us to the work to fix it Computer hardware fails, he brought it in because it was having problems and failing We told him it failed, and he was unhappy with that Maybe he should take it up with those who built his computer and not us Don't shoot the messenger *** ** ***Founder and General Manager of Emerald ComputersDirect Number: *** Office: ***Websites:PERSONAL - ***REAL ESTATE - ***BLOG - ***FACEBOOK - ***COMPUTERS - *** ** *** *** * ***

Revdex.com:
I have reviewed the response 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.We have no proof of what was really done with the computer other than what we were told and reported by them in this complaint. If we had known there was a possibility the hard drive would not work anymore with whatever was going to done with it,,we would have tried to save files and pictures before hand instead of being told to get them back, having to pay at least $160 to maybe get them back. We had purchased the computer, and although it was a refurbished computer, it had heating problems and loss of the hard drive in a 6 month time frame despite the fact the computer was largely just used for college online courses and uploading family pictures.  We took the computer to a different business and they tried to recover the lost files and pictures, but could not do so without special work done that they could not do and stated it would probably cost over $500 for some company that has the equipment needed to make such a recovery. We instead just had a new hard drive installed by the company, which was a fraction of the cost that Emerald gave us.  So whatever the outcome of this, we will not use Emerald Computers or ever recommend it to anyone either since we believe we either got a bad computer, work was done on it when we took it back to them was not done properly, or both. 
Regards,
[redacted]

In regards to the Complaint ID# [redacted] placed by [redacted] I would like to state the following:[redacted] and his wife brought in the [redacted] Laptop complaining of it randomly shutting off. This is frequently caused by overheating. Troubleshooting of the laptop confirmed that after an...

average of 3-5 minutes under load, the unit did shut down due to overheating. The laptop was opened and a large blockage was found in the fins of the cooling heat sink. This was hair, dust and debris that was not allowing the heat sink to pass air and function correctly. This was removed. The system was then re-assembled and powered up. At this time the system posted a notification that the hard drive had failed. Customer was contacted by our staff and notified that the hard drive had died as a result of the continuous overheating. Customer was advised that there would be a minimum fee of $35 per the repair form they filled out and signed. The Repair form states the following:For non-warranty work a minimum bench fee of $35 will be charged to all customer seeking services.Alternately the customer was advised of the cost to replace the hard drive, as well as load the operating system would be $160. Customer stated that they would just pick up the computer and pay the $35. [redacted] picked up the computer, and was told that it was not in working order and was not functioning due to the failed hard drive. The next day his wife returned to the store stating her computer did not work. She was advised that when the computer was picked up her husband had been told that the hard drive had failed, that the computer was not working and that the charge was for the bench fee only. The customer had not been charged for any additional labor or diagnostics beyond the standard bench fee. In conclusion the computer was brought in for overheating, this was found to be caused by environmental factors leading to the blockage of airflow in the heat sink. This in turn led to the failure of the hard drive. Customer was only charged the agreed to $35 Bench Fee and advised that further work and parts (Hard Drive and Operating system install totaling $160) would be needed. Customer refused those services and left knowing that the computer was not functional.[redacted]Emerald ComputersHead Technician[redacted]

I purchase two used computers . One had issues they take no refunds so I exchanged it for another one , The second laptop had a bad hard drive drive and bad battery . They also said they could fix my personal laptop charged me 125. and its still broken. They tried to fix it twice and its still broken . I also am stuck with there used laptop that I paid $250. for that has issues and a bad battery . I asked for a new battery or exchange but never got one . They did try to fix my laptop the second time they kept saying free it was not free I paid $125. and they never fixed it the first time .I was also that they don't have a battery replacement for the laptop they sold me . They should be offering to prorate my bill but they have not . I have made at least 5 trips down there trying to make this fair and right and I can no longer do it .I am calling my credit card company to see if there is something they can do .I live far from there and I cant go back every day also its getting worse and costing me more .

I have reviewed the response 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.We have no proof of what was really done with the computer other than what we were told and reported by them in this complaint. If we had known there was a possibility the hard drive would not work anymore with whatever was going to done with it,,we would have tried to save files and pictures before hand instead of being told to get them back, having to pay at least $160 to maybe get them back. We had purchased the computer, and although it was a refurbished computer, it had heating problems and loss of the hard drive in a 6 month time frame despite the fact the computer was largely just used for college online courses and uploading family pictures.  We took the computer to a different business and they tried to recover the lost files and pictures, but could not do so without special work done that they could not do and stated it would probably cost over $500 for some company that has the equipment needed to make such a recovery. We instead just had a new hard drive installed by the company, which was a fraction of the cost that Emerald gave us.  So whatever the outcome of this, we will not use Emerald Computers or ever recommend it to anyone either since we believe we either got a bad computer, work was done on it when we took it back to them was not done properly, or both. 

Regards,

He brought the computer in, we hooked it up and looked at it to find out what was wrong.  We told him what was wrong.  We charge $35 to this task.  He paid it, and decided not to have us to the work to fix it.  Computer hardware fails, he brought it in because it was having problems and failing.  We told him it failed, and he was unhappy with that.  Maybe he should take it up with those who built his computer and not us.  Don't shoot the messenger.  [redacted]Founder and General Manager of Emerald ComputersDirect Number: [redacted]  Office: [redacted]Websites:PERSONAL - [redacted]REAL ESTATE - [redacted]BLOG - [redacted]FACEBOOK - [redacted]COMPUTERS - [redacted]

In regards to the Complaint ID# [redacted] placed by [redacted] I would like to state the following:[redacted] and his wife brought in the [redacted] Laptop complaining of it randomly shutting off. This is frequently caused by overheating. Troubleshooting of the laptop confirmed that after an...

average of 3-5 minutes under load, the unit did shut down due to overheating. The laptop was opened and a large blockage was found in the fins of the cooling heat sink. This was hair, dust and debris that was not allowing the heat sink to pass air and function correctly. This was removed. The system was then re-assembled and powered up. At this time the system posted a notification that the hard drive had failed. Customer was contacted by our staff and notified that the hard drive had died as a result of the continuous overheating. Customer was advised that there would be a minimum fee of $35 per the repair form they filled out and signed. The Repair form states the following:For non-warranty work a minimum bench fee of $35 will be charged to all customer seeking services.Alternately the customer was advised of the cost to replace the hard drive, as well as load the operating system would be $160. Customer stated that they would just pick up the computer and pay the $35. [redacted] picked up the computer, and was told that it was not in working order and was not functioning due to the failed hard drive. The next day his wife returned to the store stating her computer did not work. She was advised that when the computer was picked up her husband had been told that the hard drive had failed, that the computer was not working and that the charge was for the bench fee only. The customer had not been charged for any additional labor or diagnostics beyond the standard bench fee. In conclusion the computer was brought in for overheating, this was found to be caused by environmental factors leading to the blockage of airflow in the heat sink. This in turn led to the failure of the hard drive. Customer was only charged the agreed to $35 Bench Fee and advised that further work and parts (Hard Drive and Operating system install totaling $160) would be needed. Customer refused those services and left knowing that the computer was not functional.[redacted]Emerald ComputersHead Technician[redacted]