Hardware Guys, Inc.

Complaint:
***
I am rejecting this response because it in no way demonstrates consumer negligence, nor do these statements release or excuse the business from liability for damages incurred to my personal property while in their care and controlUnfortunately, Hhardware Guys has grossly mischaracterized our transactions with themThe screen replacement and keyboard replacement were two separate repairs on different daysThe keyboard worked perfectly until they botched the screen replacement, which they admitted doing and stated was likely the cause of the motherboard frying outHere are the facts, plain and simple...our computer worked perfectly when the screen was damaged, nothing was ever spilled on it, *** installed the replacement screen, then the keyboard stopped working and the motherboard fried outWe are now out approximately $700.
Sincerely,
*** ***

We have resolved this matter with the merchant

To: *** ***
Below is the original response email we sent to Mr
Krieske.
“Aloha ***,
This service plan
was authorized on your visit on June 30, 2014.
You also received a $discount on that service for signing up for
the
contractThe service contract explicitly states the contract may be
terminated by the customer upon receipt of a day written notice.
“Cancellation:
The initial term of
this Service Agreement Contract is three (3) months beginning with the date the
agreement is signed and accepted by both Hardware Guys, Incand the customer
The contract will then auto-renew on a month to month basis. The contract may be terminated by Hardware
Guys, Incfor non-payment or abuse. A
customer can terminate this agreement any time after the month period ends by
submitting a written request to cancel to ***
Early termination of the contract by the customer will result in a charge of
$for all software provided as part of this agreement as well as any
other charges for services rendered during the term of the contract by Hardware
Guys, Inc.”
Additionally, as
part of the service plan, software was installed on your computer to enable
remote support as well as high end virus protection. The cost for this software is over $600. The balance you owe to Hardware Guys is
$325.00. You can either bring your
computer in to Hardware Guys to have the software removed or we can bill you
for the difference
Therefore, we are
not able to issue a refund to you, however, we have cancelled your service plan
with Hardware Guys effective May
Regards
Mr*** brought his computer into Hardware Guys for
repair. When the computer was ready, he
physically picked it up from the shop. It
was at that time he signed up for the service contract and received a $
discount on his repair. He paid for the
service with his credit card. If he had
not authorized the service contract, he would not have received the discount
and we would have just swiped his credit card, not retaining or requiring
additional information such as home address, email address or telephone
number. Since he did sign up for the
contract, all that information was physically entered into our merchant service
system as required to set up recurring billing.
Our policy has always been to never
accept a credit card payment over the phone
Our service plan is similar to an insurance policy where we
provide remote service and labor at no charge if any computer issues arise
during the contract period such as viruses or hardware failuresThe remote
service is through a remote login application and for hardware failures,
customers bring their computer to the shop.
Customers with hardware failures are only responsible for the cost any
parts replaced.
In April 2015, Mr*** said he “noticed” he had been
billed by Hardware Guys for eight months and said he had not signed up for the
plan. He also stated he had not used the
computer he had repaired during this time.
We believe Mr*** is looking for a refund since he has not had to
take advantage of the service plan he originally authorized. It is also suspect it took him eight months
to notice the payments from his account
We have given Mr*** the choice to either bring the
computer in to the shop to have the software removed or to retain the software
and pay the amount still owed of $
Please let us know if you need any additional information or
clarification on this case

Complaint: [redacted]
I am rejecting this response because:  regardless of the contract.  This business was unable to provide me the service per contract and I would like the contract to be void d/t their inability to fulfill the contract immediately.
Sincerely,
[redacted]

The Terms and Conditions of the Hardware Guys Service Contract pertaining to the Cancellation of such contract are as follows:  Our service plan is similar to an insurance policy where we provide remote service and labor at no charge if any [redacted] issues arise during the contract...

period such as viruses or hardware failures. The remote service is through a remote login application and for hardware failures, customers bring their [redacted] to the shop.  Customers with hardware failures are only responsible for the cost any parts replaced.  The price of the custom [redacted] agreed to by the customer included not only the parts (as detailed by customer on their complaint), but she neglected to consider labor, shipping charges and of course, tax.Recap sequence of events: 3/1/16: Custom [redacted] cost $2,916.65. ( If she was not Service Plan it would have been $3500, as that is our normal charge for the [redacted] she was asking for)3/14/16: Recurring was set up for 24.99 a month3/15/16: She picked up the [redacted] and it was working.3/16/16: Service Call after hours at her house without charge.  Service Call would have been 100 plus $35 travel even though she was Service Plan. We also closed the shop an hour early to accommodate her.[redacted] was plugged in but power switch was not turned on, not having the correct wireless adapter and not being able to find some files.3/17/16: She came into the store and bought a 6ft HDMI Cable for 15.61. ( We did not give this to her. She purchased this because her Video Card was replaced when the [redacted] was built. We were not told to put the corroded Video Card back in. Regardless of how old this Video Card was, it was damaged and we do not put damaged Pieces back into a brand new [redacted]. She says we gave her the cable to make up for the “Mistake” of not putting the old one back as she told us. This is all false. She would have had to purchase a new monitor regardless with this new [redacted]. High End Video Cards do not have that connector anymore. Service Plan does not cover Product). 3/21/16: A Remote Session was scheduled for 4:30 PM. We were accused of deleting her files. WE did not. We had to show her where her files where. A Non service Contract Customer would have been charged 74.99.3/24/16: Another Remote Session was scheduled for 4:30 PM to help her install her custom recording software drivers. This would have also been 74.99 if she had not been Service Contract. 4/7/16: She chose to install some additional recording studio drivers herself. One of these Drivers crashed her [redacted]. We did not install the driver that crashed her [redacted] she did. She even stated in her Revdex.com complaint that she thought one of her drivers could crash her [redacted]. So this was in no way our fault. When we did the Remote session on 3/24/16, we informed her that the company on the island that deals with that software should be the one to install them, and that we didn’t specialize in studio recording software. She chose not to listen to us and do it herself. This caused her [redacted] to crash. She brought her [redacted] in and we had to reinstall Windows, and we expedited the Service at no charge. A non-Service Contract customer would have been charged 179.99 for the Reinstall and 29.99 for Priority Service.  She was charged nothing contrary to her statement that she was charged 40.00. There is no charge in the store for 40.00, all our prices are fixed.This was the last time we saw her. The next time we heard from her was the phone call on 4/14/16 cancelling the Service Plan contract.All in all, if she did not sign the contract for the Service Plan, she would have been charged $1,043.31. This is the discounted service she received. We are not even asking for this back as it states in her contract that she should be charged the discount as well.When Hardware Guys builds a new custom [redacted] for a customer, we do not use old components. The customer was informed of this policy and agreed.  This included the video card she mentioned in her complaint.  Corrosion of components is extremely prevalent due to the fact that we are located on a tropical island.Since the new video card was included in the new [redacted], it was no longer compatible with 1 of her 3 monitors.  The customer replaced this one old monitor with a new one purchased from Costco.  She then needed to purchase an HDMI cable. The customer mentions several times that the [redacted] crashed when SHE was reinstalling software. The following paragraph is basically here say from a competitor and is completely inaccurate.  If details are required, Hardware Guys is willing to address each erroneous item listed.“  , I went to [redacted] for a solution. This is what they found, •GFX drivers are BETA/ hotfix AKA unstable •No USB 3.0 drivers •No SSD software/drivers •PC has 5 drives (1 SSD and 4 HDDS) 3 windows installs…..drivers were never optimized for VSE on this system •Malware Scan, FAILED threats found on old HDDs •DOT NET 4.5 not installed The following had to be done by [redacted], •Wipe GFX drivers, installed stable drivers •Installed liquid cooler drivers •Installed SSD software and optimized •Installed VSB 3.0 drivers •Installed dot NET 4.5.2 •Further work done not on receipt”Here is the email we sent to the customer in response to her cancellation request:“You picked up your custom built [redacted] on March 15, 2016 from HWGUYS, LLC.  Since that time, you have received two remote support sessions and one support appointment at your home.  All of this service was provided to you at no charge because you are a service contract customer.  During these sessions, HWGUYS went above and beyond to assist you even though some of the problems you were having were due to you not having your [redacted] plugged in*, not having the correct wireless adapter and not being able to find some of your files.[redacted] was plugged in but power switch was not turned on.Then, on April 7th, you brought your [redacted] into the shop because it “crashed” after you installed non-compatible drivers and programs.  HWGUYS re-installed your operating system (normally charged at $179.99) and gave you priority service (normally $29.99) at no charge.Today you informed us you had service on your [redacted] once again with another [redacted] company. From the time you picked up your [redacted] from us on 4/7, HWGUYS did not receive any calls from you until today when you advised us you wanted to cancel your service contract.  If this other company worked on your [redacted], it has most likely voided your warranty with HWGUYS.Some of the allegations you have made both on the phone and in email are assumed to have originated with this company who is a competitor on Kauai.  That being the case, one must be cautioned that competition is competition and is not usually friendly.  All businesses will try to get your business and will say anything to make that happen.  As I stated in my previous email, the contract you signed is for a 12 month period.  We have offered you an option to terminate the contract early if you wish.”The Hardware Guys has built numerous custom [redacted]s for other customers without any complaints.  We strive to provide all our customers with an exceptional customer experience.The cost of Hardware Guys Service Plan is $300 per year, billed in 12 installments of $24.99 each.  This contract has already allowed the customer to receive services at no charge from Hardware Guys far above the plan total cost. The total amount due to Hardware Guys if the contract is cancelled is $1678.31 for services rendered to a non-service contract customer.  If the customer remains on the Service Contract, the total remaining cost to her is $275.

Please see attached..  Customer is trying to get a new computer, customers computer sells on ebay for 100 - 200.00 buy now because of the age of the computer. Customer told us if we do not give him a new computer, he will bad mouth us on social websites....

Complaint: [redacted]
I am...

rejecting this response because it in no way demonstrates consumer negligence, nor do these statements release or excuse the business from liability for damages incurred to my personal property while in their care and control. Unfortunately, Hhardware Guys has grossly mischaracterized our transactions with them. The screen replacement and keyboard replacement were two separate repairs on different days. The keyboard worked perfectly until they botched the screen replacement, which they admitted doing and stated was likely the cause of the motherboard frying out. Here are the facts, plain and simple...our computer worked perfectly when the screen was damaged, nothing was ever spilled on it, [redacted] installed the replacement screen, then the keyboard stopped working and the motherboard fried out. We are now out approximately $700. 
Sincerely,
[redacted]

The Terms and Conditions of the Hardware Guys Service Contract pertaining to the Cancellation of such contract are as follows:  Our service plan is similar to an insurance policy where we provide remote service and labor at no charge if any [redacted] issues arise during the contract period such...

as viruses or hardware failures. The remote service is through a remote login application and for hardware failures, customers bring their [redacted] to the shop.  Customers with hardware failures are only responsible for the cost any parts replaced.  The price of the custom [redacted] agreed to by the customer included not only the parts (as detailed by customer on their complaint), but she neglected to consider labor, shipping charges and of course, tax.Recap sequence of events: 3/1/16: Custom [redacted] cost $2,916.65. ( If she was not Service Plan it would have been $3500, as that is our normal charge for the [redacted] she was asking for)3/14/16: Recurring was set up for 24.99 a month3/15/16: She picked up the [redacted] and it was working.3/16/16: Service Call after hours at her house without charge.  Service Call would have been 100 plus $35 travel even though she was Service Plan. We also closed the shop an hour early to accommodate her.[redacted] was plugged in but power switch was not turned on, not having the correct wireless adapter and not being able to find some files.3/17/16: She came into the store and bought a 6ft HDMI Cable for 15.61. ( We did not give this to her. She purchased this because her Video Card was replaced when the [redacted] was built. We were not told to put the corroded Video Card back in. Regardless of how old this Video Card was, it was damaged and we do not put damaged Pieces back into a brand new [redacted]. She says we gave her the cable to make up for the “Mistake” of not putting the old one back as she told us. This is all false. She would have had to purchase a new monitor regardless with this new [redacted]. High End Video Cards do not have that connector anymore. Service Plan does not cover Product). 3/21/16: A Remote Session was scheduled for 4:30 PM. We were accused of deleting her files. WE did not. We had to show her where her files where. A Non service Contract Customer would have been charged 74.99.3/24/16: Another Remote Session was scheduled for 4:30 PM to help her install her custom recording software drivers. This would have also been 74.99 if she had not been Service Contract. 4/7/16: She chose to install some additional recording studio drivers herself. One of these Drivers crashed her [redacted]. We did not install the driver that crashed her [redacted] she did. She even stated in her Revdex.com complaint that she thought one of her drivers could crash her [redacted]. So this was in no way our fault. When we did the Remote session on 3/24/16, we informed her that the company on the island that deals with that software should be the one to install them, and that we didn’t specialize in studio recording software. She chose not to listen to us and do it herself. This caused her [redacted] to crash. She brought her [redacted] in and we had to reinstall Windows, and we expedited the Service at no charge. A non-Service Contract customer would have been charged 179.99 for the Reinstall and 29.99 for Priority Service.  She was charged nothing contrary to her statement that she was charged 40.00. There is no charge in the store for 40.00, all our prices are fixed.This was the last time we saw her. The next time we heard from her was the phone call on 4/14/16 cancelling the Service Plan contract.All in all, if she did not sign the contract for the Service Plan, she would have been charged $1,043.31. This is the discounted service she received. We are not even asking for this back as it states in her contract that she should be charged the discount as well.When Hardware Guys builds a new custom [redacted] for a customer, we do not use old components. The customer was informed of this policy and agreed.  This included the video card she mentioned in her complaint.  Corrosion of components is extremely prevalent due to the fact that we are located on a tropical island.Since the new video card was included in the new [redacted], it was no longer compatible with 1 of her 3 monitors.  The customer replaced this one old monitor with a new one purchased from Costco.  She then needed to purchase an HDMI cable. The customer mentions several times that the [redacted] crashed when SHE was reinstalling software. The following paragraph is basically here say from a competitor and is completely inaccurate.  If details are required, Hardware Guys is willing to address each erroneous item listed.“  , I went to [redacted] for a solution. This is what they found, •GFX drivers are BETA/ hotfix AKA unstable •No USB 3.0 drivers •No SSD software/drivers •PC has 5 drives (1 SSD and 4 HDDS) 3 windows installs…..drivers were never optimized for VSE on this system •Malware Scan, FAILED threats found on old HDDs •DOT NET 4.5 not installed The following had to be done by [redacted], •Wipe GFX drivers, installed stable drivers •Installed liquid cooler drivers •Installed SSD software and optimized •Installed VSB 3.0 drivers •Installed dot NET 4.5.2 •Further work done not on receipt”Here is the email we sent to the customer in response to her cancellation request:“You picked up your custom built [redacted] on March 15, 2016 from HWGUYS, LLC.  Since that time, you have received two remote support sessions and one support appointment at your home.  All of this service was provided to you at no charge because you are a service contract customer.  During these sessions, HWGUYS went above and beyond to assist you even though some of the problems you were having were due to you not having your [redacted] plugged in*, not having the correct wireless adapter and not being able to find some of your files.[redacted] was plugged in but power switch was not turned on.Then, on April 7th, you brought your [redacted] into the shop because it “crashed” after you installed non-compatible drivers and programs.  HWGUYS re-installed your operating system (normally charged at $179.99) and gave you priority service (normally $29.99) at no charge.Today you informed us you had service on your [redacted] once again with another [redacted] company. From the time you picked up your [redacted] from us on 4/7, HWGUYS did not receive any calls from you until today when you advised us you wanted to cancel your service contract.  If this other company worked on your [redacted], it has most likely voided your warranty with HWGUYS.Some of the allegations you have made both on the phone and in email are assumed to have originated with this company who is a competitor on Kauai.  That being the case, one must be cautioned that competition is competition and is not usually friendly.  All businesses will try to get your business and will say anything to make that happen.  As I stated in my previous email, the contract you signed is for a 12 month period.  We have offered you an option to terminate the contract early if you wish.”The Hardware Guys has built numerous custom [redacted]s for other customers without any complaints.  We strive to provide all our customers with an exceptional customer experience.The cost of Hardware Guys Service Plan is $300 per year, billed in 12 installments of $24.99 each.  This contract has already allowed the customer to receive services at no charge from Hardware Guys far above the plan total cost. The total amount due to Hardware Guys if the contract is cancelled is $1678.31 for services rendered to a non-service contract customer.  If the customer remains on the Service Contract, the total remaining cost to her is $275.

To: [redacted]
 Below is the original response email we sent to Mr.
Krieske. ...


 “Aloha [redacted],
 This service plan
was authorized on your visit on June 30, 2014. 
You also received a $25.00 discount on that service for signing up for
the contract. The service contract explicitly states the contract may be
terminated by the customer upon receipt of a 30 day written notice. 
 “Cancellation:
The initial term of
this Service Agreement Contract is three (3) months beginning with the date the
agreement is signed and accepted by both Hardware Guys, Inc. and the customer.
The contract will then auto-renew on a month to month basis.  The contract may be terminated by Hardware
Guys, Inc. for non-payment or abuse.  A
customer can terminate this agreement any time after the 3 month period ends by
submitting a written request to cancel to [redacted].
Early termination of the contract by the customer will result in a charge of
$600.00 for all software provided as part of this agreement as well as any
other charges for services rendered during the term of the contract by Hardware
Guys, Inc.”
 Additionally, as
part of the service plan, software was installed on your computer to enable
remote support as well as high end virus protection.  The cost for this software is over $600.  The balance you owe to Hardware Guys is
$325.00.  You can either bring your
computer in to Hardware Guys to have the software removed or we can bill you
for the difference.
 Therefore, we are
not able to issue a refund to you, however, we have cancelled your service plan
with Hardware Guys effective May 2015.
 Regards
 
Mr. [redacted] brought his computer into Hardware Guys for
repair.  When the computer was ready, he
physically picked it up from the shop.  It
was at that time he signed up for the service contract and received a $25.00
discount on his repair.  He paid for the
service with his credit card.  If he had
not authorized the service contract, he would not have received the discount
and we would have just swiped his credit card, not retaining or requiring
additional information such as home address, email address or telephone
number.  Since he did sign up for the
contract, all that information was physically entered into our merchant service
system as required to set up recurring billing. 
Our policy has always been to never
accept a credit card payment over the phone.
Our service plan is similar to an insurance policy where we
provide remote service and labor at no charge if any computer issues arise
during the contract period such as viruses or hardware failures. The remote
service is through a remote login application and for hardware failures,
customers bring their computer to the shop. 
Customers with hardware failures are only responsible for the cost any
parts replaced. 
In April 2015, Mr. [redacted] said he “noticed” he had been
billed by Hardware Guys for eight months and said he had not signed up for the
plan.  He also stated he had not used the
computer he had repaired during this time. 
We believe Mr. [redacted] is looking for a refund since he has not had to
take advantage of the service plan he originally authorized.  It is also suspect it took him eight months
to notice the payments from his account.
We have given Mr. [redacted] the choice to either bring the
computer in to the shop to have the software removed or to retain the software
and pay the amount still owed of $325.00.
Please let us know if you need any additional information or
clarification on this case.