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Facet Technologies, Inc.

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Reviews Facet Technologies, Inc.

Facet Technologies, Inc. Reviews (1)

Initial Business Response /* (1000, 5, 2015/06/29) */
On March 21st, 2015 we replaced Mr. [redacted] hard drive in his computer, reloaded his machine, and tested at our shop, Facet Technologies, Inc. Everything was working fine when it left our shop. This work comes with a 2 year...

manufacturer's warranty on the hard drive and a 30 day labor warranty.
Mr. [redacted] called us back in late May stating computer is running very slow (which is not a common issue for a failing hard drive) and agreed to bring it in. The machine ran perfectly fine for us while it was in the shop and had showed no symptoms for us to be able to diagnose. We sent it back home after giving it a thorough check and charged him our standard $45.00 diagnostic fee since there was no indication that this had anything to do with our previous work.
Mr. [redacted] then called the shop several times to talk to our technician stating he was having issues of not being able to load certain web pages and running slow. Our technician explained we could not duplicate the problem in our shop, so we would recommend an onsite so we can check environmental issues as possible cause of problem. Mr. [redacted] refused this service as it would be a billable service if problem had nothing to do with the original issue.
Our technician alerted management of Mr. [redacted]'s unhappiness and we contacted him by phone on June 10th and after a lengthy discussion it was agreed that he would bring it in and we would hook it up for him in shop. If there wasn't an issue in shop he would pay for an onsite and if we did find an issue we would cover it under warranty. He never brought it in and would heard nothing from him until we received the notice from Revdex.com that he had made a complaint.
The day we received the complaint (June 22nd) we called him back and free of charge we went to his home on June 23rd and tested his equipment. We did see the issue at his home, but when we brought it back in shop we did not see the same issue and it passed [redacted] HDD test. We replaced the network card just to be safe again free of charge for labor and part on June 24th and took it back to his home on June 25th. We tested it with a new mouse, keyboard, power cord and cables and still had issue. We returned to shop and replaced hard drive (even though the hard drive passed two tests) and did another reload without installing his [redacted] anti-virus program and took it back out on June 26th and it was running perfect. After he loaded [redacted] back on machine he started it was having same issue and called us back today on June 29th. We recommended coming back out today and switching him from [redacted] to [redacted] Essentials in order to determine if that would resolved the issue. It appears that [redacted], which we commonly see as a problem, is causing his issues. Mr. [redacted] was reluctant to have us do this work and requested a refund which we told him we would be happy to refund the price of the hard drive, but we would much rather give him a working machine. We explained we could not refund labor as he did not contact us until well after his 30 day labor warranty had expired and we have given him several hours and parts under warranty in order to resolve his issue. Our first and primary goal is customer satisfaction and we believe we have gone above and beyond to try and make Mr. [redacted] happy. We stand behind our policies, staff and service.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/30) */
[redacted] from facet came june 24 around 1:10 pm stayed almost 2 hours, running tests on the computer. He could not find anything but instead of telling me he could not find anything he just kept running test's and shutting down the computer and also without telling me he disabled my norton security and then downloaded the test's I was not to happy with that because it's not good to be on the internet let alone download things from the internet without having security on your computer. I had to show him myself what was wrong and how I could not get on my site's and he again thought it was my internet but after shutting down a few more time's and running more test's he finally took out his laptop and hooked it up to my internet and just like I thought it was fast and had no issues with logging in on my accounts on the site's I go on like I do on my computer and he said, Yes it is your computer and not your internet connection. So he said he wanted to take my computer in because it may be a network keycard or it could be window's I told him that is what I keep telling them, it's more then likely my window's messing up. So he took it to facet and on june 26 he came back with my computer and said he put in a network keycard so we plugged it in and tried it and sure enough it still was messed up and I still could not go on my site's. So he got on my computer again and did more test's along with shutting it down once or twice and it was still like it has been. So he said let me take it again and this time he said he was going to download new window's because this time he said yes it's a problem with the window's. So I asked could he do this the same day so he said since I did not have really any file's on the computer that he could do that. So he brought it back the same day and he said all he did was put on new window's so we plugged it in and it did go on the site's but it was even slower then before and one of the site's loaded but it was in slow motion. I asked why and he say's it may be my computer but I said I don't think so because the harddrive I had in it before even when it was failing still was able to run the same site with no issue's. Since it was getting late he left and said call facet if we had anymore issue's with it. So the next day I turned it on and it was slow even more slow then our old harddrive that was failing and it was giving the same message resolving host for a few second's and when you do get on the site's it freeze's after awhile. It did not do any of this before I went to facet and they put in the harddrive in march of 2015. I called facet monday june 29 and I talked to carol and I explaned what was going on with my computer and also the sleep mode is messed up now and it was not messed up before the new window's was put in because now I put never on the computer's sleep mode on the monitor and computer tower but it still goes to sleep I even did it again thinking maybe I forgot to hit the save button but it said never on the monitor and compter tower but it still goes to sleep. All she said was now instead of blaming [redacted] she was now blaming my norton security and she was going to send another tech out but I said no because there is not anything they could do that they did not already do when [redacted] there tech was here and when he took it to there store on june 24 and 25. So I said I just want a refund since I have been working with them and they still have not completey fixed my computer. She said she would call back because she had to ask her manager. She called back and said all she could refund me was the price of the harddrive and not the labor so all I would get back is $86.00 but we paid $266. I said that is not fair because all that we have been threw since march and every time I called them or they came out there tech's could never really find out what was wrong I was the one saying it was window's the whole time but all they did was say they did not know what was wrong with my computer and they just said let's try this or let's try that and see if that will fix it, I thought since they work there they would find and fix it right away but they never really did. They still don't know what's wrong with it. I know they have to pay there tech's there but it has never worked right since I got it home so I think it is only right to refund my $266.

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