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Eyez In An Hour

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Eyez In An Hour Reviews (4)

The complaint that she wasn't told about the diagnostics:The tech told her like we tell others that we take the time to see whats exactly wrong & it ensures we tell the customer the whole picture so they can make an informed decision. This also allows us to not miss any possible underlying issues that may not be apparent to the untrained eye. On cancelling the same day:Even if she did call the same day & the order couldn't be stopped, we cant change thatJune at 4:06 we called Ms*** left a voice mail about the findings & cost.June 110:AM Ms *** called to say she wanted to go ahead with the repairs & the tech asked her if she was sure, she replied yesPart was already on hold to order & it was orderedJune PM? Customer called & wanted to cancel the order & said what I did previouslyIf she read the notes, I said "some parts" come from Hong Kong- I wasn't even at the store to know where it was coming fromThe fact that my daughter was having a baby wouldn't have mattered,it was the fact that she didn't want it, she didn't ask to let her know in case she wanted to change her mind; therefore, I didn't see any need to phone her, especially when she cussed me & then later I found out called me names.We don't want unhappy customers, we are here to help people & cant stay in business that wayThis is reflected in our being the top ranked computer store in the *** Valley Respectfully submitted, Kathryn SBishop

This is in response to *** *** complaint,It is our company policy to charge a diagnosis fee on equipment, even if a customer says they know whats wrong with itThis due to customers don’t always know & things have been fixed that were in fact not the issue, then the customer is mad that
we didn’t fix itThe technician also has to be paid for the time in making sure that is whats wrong with it & the only thing that’s wrong with it, research best price for the part, notate it in the system, call the customer for approval, assign a technician to the job (if approved), notate in the system, order the part notate in the systemUpon arrival of that part we check it in the system, alert the technician the part has arrived, place the part w/the unit & notate it in the systemMs*** knew this as she paid the diagnostics that day.In striving to provide the fastest service to our customers, we went thru all of this; however, when the customer called to say she didn’t want to do it we had to look up the seller, contact them about a return, follow their instructions to return, find the original packaging, print a label & take it to the Post Office & pay to have it shipped & then wait for a refund.I told Ms***, that I called on my personal cell phone, that we couldn’t stop it (see attached store notes) & that there would be a restocking & shipping & handling feesI told her, “it’ll be like $or something like that, I don’t know what’s involved yet, I don’t know what the seller’s policy is, where it has to go- some parts come from Hong Kong.” She proceed to be rude & argumentativeI told her I was sorry, yet we couldn’t stop the order & we cant do things for free & that if she’d let us know she wanted to cancel the order the same day we would’ve had a better chance in canceling this & she would’ve only owed the $diagnostic fee. In looking at her order she was over charged $and is an oversight with the tax amount not being changedWe have only done a few refunds in the last 4+ yearsShe can come by the store for cash or we can mail her a check.Thank you, Sincerely,Kathryn SBishop

This is a respond to a complaint. Owner brought in his PS4 and said it is still overheating after the owner himself opened it and tried to fix the problem. When I received the PS4, it was missing all the external case screws, which is fine it stays together without them. I took the case off and...

immediately noticed the heatsink tension bracket was on backwards, which would prevent the heatsink from applying enough pressure on the APU chip to transfer any heat. This was clearly the cause, or at least one of the causes of the overheating issue. After fixing the issue caused by the owner himself, I powered on the PS4 and used a digital thermometer to track the temperature reading of the exhaust to insure the temperatures are normal when at idle, as well as under load. The temperatures were within the normal range so it was marked as repaired and given back to the customer. The customer brought it back saying it was still overheating afterwards. I took it back apart completely, noticing that this time the fan is no longer working, which would be another cause of a heat issue. I put it back together partially, replacing the thermal paste with extremely high quality paste, and also replacing all of the memory chip thermal pads to insure maximum thermal transfer to improve cooling. I kept it apart partially so we can notify the owner that the fan needs replacing. He said he would rather just buy a new one and wanted it back to sell. I put the remaining parts back together and brought it back for the owner to pickup. Owner seemed happy and satisfied when left the shop. Customer had mentioned that he had called another local company and they told him it would have taken just as long as we took so he seemed fine with that. We tired to help this customer as much as possible to fix his issue and apologize for any inconvenience this may have caused. Unfortunately we will not be able to give a refund at this time since we had done the work originally requested and could not guarantee the work. Kathryn Bishop Commonwealth Computer Services...

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.Regarding the answer from the company they answered, "It is our company policy to charge a diagnosis fee on equipment, even if a customer says they know whats wrong with it. This due to customers don’t always know & things have been fixed that were in fact not the issue, then the customer is mad that we didn’t fix it. The technician also has to be paid for the time in making sure that is whats wrong with it & the only thing that’s wrong with it, research best price for the part, notate it in the system, call the customer for approval, assign a technician to the job (if approved), notate in the system, order the part notate in the system. Upon arrival of that part we check it in the system, alert the technician the part has arrived, place the part w/the unit & notate it in the system." Ms. [redacted] knew this as she paid the diagnostics that day. My reply:  This statement is a blatant lie from the owner.  This was not explained when I paid the $29.00 towards the $40.00 fee I was given for parts and labor to replace the battery.Just as I stated in the original complaint. When the sales person said the word "diagnostics" as he typed the order in the system, I asked him then "Wait a minute what is that? referring to the word "diagnostics" and he replied. Oh that's' just the way I have to put it into the system."  There was no explanation of the word in regards to their business policies Business reply: I told Ms. [redacted], that I called on my personal cell phone, that we couldn’t stop it (see attached store notes) & that there would be a restocking & shipping & handling fees. I told her, “it’ll be like $10 or something like that, I don’t know what’s involved yet, I don’t know what the seller’s policy is, where it has to go- some parts come from Hong Kong.” She proceed to be rude & argumentative. I told her I was sorry, yet we couldn’t stop the order & we cant do things for free & that if she’d let us know she wanted to cancel the order the same day we would’ve had a better chance in canceling this & she would’ve only owed the $29 diagnostic fee. My reply: I was told the battery was ordered through ebay that morning. There was no mention of where (in this case Hong Kong) the order was coming from.  If you look at my original complaint, you will see that I did cancel the order the same day it was placed and was not later notified that the order had not been stopped in time.  The owner said to me that she probably should have called me back and let me know that it couldn't be stopped in time, but her mind was in a jumble because her daughter was having a baby.  As for attached store notes, I have not been able to open the attachment, but at his point I do not trust that the notes may or may have not been altered.
[redacted]

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Address: 991 Peachtree Industrial Blvd Ste 114, Suwanee, Georgia, United States, 30024-4343

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