Complaint: [redacted] I am rejecting this response because: My HP computer has gone down at least times since you returned it...the latest message being "- Smart hard drive detects imminent failure - back up contents of hard drive and run DPS self-test on Fsetup." I am not able to back up any files because no usable drive was found and I don't have an external drive, that's why I went to youWith no back up and no reboot files, what can I do? If you had come by to check my computer as you said you would you could have seen this for yourselfHow difficult could that be? I am across the street from your shop and doors down (it would take less than minutes to drive or walk)If you had done a thorough check before returning my computers you should have detected any problemsI have tried to have patience and understanding but even I have a limitI gave you the benefit of the doubt and put my trust in you and have been very disappointed to say the leastMost reliable companies back up their products and services but you have notEvery time you said you would come by (and didn't), did it not occur to you that I have things to do other than wait on you? That is time and energy I will never get backI admit I am no computer expert, that is why I went to you and have been getting the brush off ever sinceYou didn't even return the box and foam packing that I sent my HP inI've since been in touch with an ATT technician and he confirmed the problem is a bad or corrupted hard disk drive that was not properly connected and that it is repairableSo now the ball is back in your court Regards, [redacted]
[redacted] To accommodate you not being able to find anyone to take your computer to my shop, I offered to pick up your PC from your houseThe included hardware and software that was also picked up to fulfill your warranty work provided by the seller of your PCThis incurred a $pifee I also explained to you that since I own and operate MattShack computers by myself, I am not able to close my shop without several days notice, typically setting aside Saturday mornings for on-site support Both computers were picked up by my helper on Saturday, July 30th and you were notified they would be brought back when both were repairedDuring this time I worked on your newer computer, replacing the hard drive and then installing Windows using software you providedThe charge for this was $for hardware install, $for OS installation and the above mentioned $pifeeWe both discussed the benefits of upgrading to Windows so I updated using the free upgrade for customers who use assistive technologies without charging you my typical $fee for my timePlease keep in mind that no time during my repairs did I encounter any errors that you originally were experiencingI successfully installed and updated Windows, installed additional software (printer, driver updates, etc.), rebooted the machine several times without any problemWhen you told me you were having the same problems after I came to your house to set it all back up for you, I advised that it sounds like a possible motherboard software problem, or a BIOS configuration settingA ‘non-system disk error’ is not typically an error that will happen without some kind of change to the system, but without troubleshooting the actual problem, I cannot determine a fix Your Windows [redacted] computer was fixed by installing a new power supply unitI gave you my opinion that moving over to your new computer would be beneficial and resulting in us talking about transferring your data over from one PC to anotherThe charge for this was $hardware install and $for the replacement power supply, waving my charge of $for data transferI logged into your old computer, copied your files onto my internal server where customer backups stay for daysThis is explained to my customers and ensures enough time to check data restorationYour files were copied from my server and put on your new computerAgain, at no time were your original files modified and they are still on your original (Windows XP) PCAfter speaking to you about the files that you say are empty I advised that they are not empty and from your description it sounds like you do not have a program associated with the types of files you are openingExample: cannot open a .doc file without having Microsoft Word or equivalent program installedThis cannot be determined without access to the computer When I last spoke to you on the phone on Saturday, August 13th, the day I said I would come by with the backup, I told you I had gotten sick and was closing for the day and would not be coming by but reminded you that you still have all of your original files on your computerAfter you came into my shop accusing me of “holding your data hostage” and “sending you on a wild goose chase” with several other customers here as well it seems that you don’t trust anything I say as you came back with your own answer that you said you found online by searchingI have been in the IT industry for years and have full confidence in my work and knowledgePlease let me reiterate that I am not keeping any data from you, you have your original filesI will gladly drop off a separate copy of your dataThis will be put on a DVD that you can easily copy to any PCI will also include the original hard drive that was replaced as I feel more comfortable with it being in your possession and not mine Thank you, [redacted] MattShack Computers & Games
Complaint: [redacted]
I am rejecting this response because:
My HP computer has gone down at least 3 times since you returned it...the latest message being "1720 - Smart hard drive detects imminent failure - back up contents of hard drive and run DPS self-test on F10 setup." I am not able to back up any files because no usable drive was found and I don't have an external drive, that's why I went to you. With no back up and no reboot files, what can I do? If you had come by to check my computer as you said you would you could have seen this for yourself. How difficult could that be? I am across the street from your shop and 2 doors down (it would take less than 2 minutes to drive or walk). If you had done a thorough check before returning my computers you should have detected any problems. I have tried to have patience and understanding but even I have a limit. I gave you the benefit of the doubt and put my trust in you and have been very disappointed to say the least. Most reliable companies back up their products and services but you have not. Every time you said you would come by (and didn't), did it not occur to you that I have things to do other than wait on you? That is time and energy I will never get back. I admit I am no computer expert, that is why I went to you and have been getting the brush off ever since. You didn't even return the box and foam packing that I sent my HP in. I've since been in touch with an ATT technician and he confirmed the problem is a bad or corrupted hard disk drive that was not properly connected and that it is repairable. So now the ball is back in your court.
Regards,
[redacted]
[redacted] To accommodate you not being able to find anyone to take your computer to my shop, I offered to pick up your PC from your house. The included hardware and software that was also picked up to fulfill your warranty work provided by the seller of your PC. This incurred a...
$45 pick-up fee. I also explained to you that since I own and operate MattShack computers by myself, I am not able to close my shop without several days notice, typically setting aside Saturday mornings for on-site support. Both computers were picked up by my helper on Saturday, July 30th and you were notified they would be brought back when both were repaired. During this time I worked on your newer computer, replacing the hard drive and then installing Windows using software you provided. The charge for this was $35 for hardware install, $100 for OS installation and the above mentioned $45 pick-up fee. We both discussed the benefits of upgrading to Windows 10 so I updated using the free upgrade for customers who use assistive technologies without charging you my typical $50 fee for my time. Please keep in mind that no time during my repairs did I encounter any errors that you originally were experiencing. I successfully installed and updated Windows, installed additional software (printer, driver updates, etc.), rebooted the machine several times without any problem. When you told me you were having the same problems after I came to your house to set it all back up for you, I advised that it sounds like a possible motherboard software problem, or a BIOS configuration setting. A ‘non-system disk error’ is not typically an error that will happen without some kind of change to the system, but without troubleshooting the actual problem, I cannot determine a fix. Your Windows ** computer was fixed by installing a new power supply unit. I gave you my opinion that moving over to your new computer would be beneficial and resulting in us talking about transferring your data over from one PC to another. The charge for this was $35 hardware install and $49.99 for the replacement power supply, waving my charge of $50 for data transfer. I logged into your old computer, copied your files onto my internal server where customer backups stay for 30 days. This is explained to my customers and ensures enough time to check data restoration. Your files were copied from my server and put on your new computer. Again, at no time were your original files modified and they are still on your original (Windows XP) PC. After speaking to you about the files that you say are empty I advised that they are not empty and from your description it sounds like you do not have a program associated with the types of files you are opening. Example: cannot open a .doc file without having Microsoft Word or equivalent program installed. This cannot be determined without access to the computer. When I last spoke to you on the phone on Saturday, August 13th, the day I said I would come by with the backup, I told you I had gotten sick and was closing for the day and would not be coming by but reminded you that you still have all of your original files on your computer. After you came into my shop accusing me of “holding your data hostage” and “sending you on a wild goose chase” with several other customers here as well it seems that you don’t trust anything I say as you came back with your own answer that you said you found online by searching. I have been in the IT industry for 19 years and have full confidence in my work and knowledge. Please let me reiterate that I am not keeping any data from you, you have your original files. I will gladly drop off a separate copy of your data. This will be put on a DVD that you can easily copy to any PC. I will also include the original hard drive that was replaced as I feel more comfortable with it being in your possession and not mine. Thank you, [redacted] MattShack Computers & Games
Complaint: [redacted] I am rejecting this response because: My HP computer has gone down at least times since you returned it...the latest message being "- Smart hard drive detects imminent failure - back up contents of hard drive and run DPS self-test on Fsetup." I am not able to back up any files because no usable drive was found and I don't have an external drive, that's why I went to youWith no back up and no reboot files, what can I do? If you had come by to check my computer as you said you would you could have seen this for yourselfHow difficult could that be? I am across the street from your shop and doors down (it would take less than minutes to drive or walk)If you had done a thorough check before returning my computers you should have detected any problemsI have tried to have patience and understanding but even I have a limitI gave you the benefit of the doubt and put my trust in you and have been very disappointed to say the leastMost reliable companies back up their products and services but you have notEvery time you said you would come by (and didn't), did it not occur to you that I have things to do other than wait on you? That is time and energy I will never get backI admit I am no computer expert, that is why I went to you and have been getting the brush off ever sinceYou didn't even return the box and foam packing that I sent my HP inI've since been in touch with an ATT technician and he confirmed the problem is a bad or corrupted hard disk drive that was not properly connected and that it is repairableSo now the ball is back in your court Regards, [redacted]
[redacted] To accommodate you not being able to find anyone to take your computer to my shop, I offered to pick up your PC from your houseThe included hardware and software that was also picked up to fulfill your warranty work provided by the seller of your PCThis incurred a $pifee I also explained to you that since I own and operate MattShack computers by myself, I am not able to close my shop without several days notice, typically setting aside Saturday mornings for on-site support Both computers were picked up by my helper on Saturday, July 30th and you were notified they would be brought back when both were repairedDuring this time I worked on your newer computer, replacing the hard drive and then installing Windows using software you providedThe charge for this was $for hardware install, $for OS installation and the above mentioned $pifeeWe both discussed the benefits of upgrading to Windows so I updated using the free upgrade for customers who use assistive technologies without charging you my typical $fee for my timePlease keep in mind that no time during my repairs did I encounter any errors that you originally were experiencingI successfully installed and updated Windows, installed additional software (printer, driver updates, etc.), rebooted the machine several times without any problemWhen you told me you were having the same problems after I came to your house to set it all back up for you, I advised that it sounds like a possible motherboard software problem, or a BIOS configuration settingA ‘non-system disk error’ is not typically an error that will happen without some kind of change to the system, but without troubleshooting the actual problem, I cannot determine a fix Your Windows [redacted] computer was fixed by installing a new power supply unitI gave you my opinion that moving over to your new computer would be beneficial and resulting in us talking about transferring your data over from one PC to anotherThe charge for this was $hardware install and $for the replacement power supply, waving my charge of $for data transferI logged into your old computer, copied your files onto my internal server where customer backups stay for daysThis is explained to my customers and ensures enough time to check data restorationYour files were copied from my server and put on your new computerAgain, at no time were your original files modified and they are still on your original (Windows XP) PCAfter speaking to you about the files that you say are empty I advised that they are not empty and from your description it sounds like you do not have a program associated with the types of files you are openingExample: cannot open a .doc file without having Microsoft Word or equivalent program installedThis cannot be determined without access to the computer When I last spoke to you on the phone on Saturday, August 13th, the day I said I would come by with the backup, I told you I had gotten sick and was closing for the day and would not be coming by but reminded you that you still have all of your original files on your computerAfter you came into my shop accusing me of “holding your data hostage” and “sending you on a wild goose chase” with several other customers here as well it seems that you don’t trust anything I say as you came back with your own answer that you said you found online by searchingI have been in the IT industry for years and have full confidence in my work and knowledgePlease let me reiterate that I am not keeping any data from you, you have your original filesI will gladly drop off a separate copy of your dataThis will be put on a DVD that you can easily copy to any PCI will also include the original hard drive that was replaced as I feel more comfortable with it being in your possession and not mine Thank you, [redacted] MattShack Computers & Games
Complaint: [redacted]
I am rejecting this response because:
My HP computer has gone down at least 3 times since you returned it...the latest message being "1720 - Smart hard drive detects imminent failure - back up contents of hard drive and run DPS self-test on F10 setup." I am not able to back up any files because no usable drive was found and I don't have an external drive, that's why I went to you. With no back up and no reboot files, what can I do? If you had come by to check my computer as you said you would you could have seen this for yourself. How difficult could that be? I am across the street from your shop and 2 doors down (it would take less than 2 minutes to drive or walk). If you had done a thorough check before returning my computers you should have detected any problems. I have tried to have patience and understanding but even I have a limit. I gave you the benefit of the doubt and put my trust in you and have been very disappointed to say the least. Most reliable companies back up their products and services but you have not. Every time you said you would come by (and didn't), did it not occur to you that I have things to do other than wait on you? That is time and energy I will never get back. I admit I am no computer expert, that is why I went to you and have been getting the brush off ever since. You didn't even return the box and foam packing that I sent my HP in. I've since been in touch with an ATT technician and he confirmed the problem is a bad or corrupted hard disk drive that was not properly connected and that it is repairable. So now the ball is back in your court.
Regards,
[redacted]
[redacted] To accommodate you not being able to find anyone to take your computer to my shop, I offered to pick up your PC from your house. The included hardware and software that was also picked up to fulfill your warranty work provided by the seller of your PC. This incurred a...
$45 pick-up fee. I also explained to you that since I own and operate MattShack computers by myself, I am not able to close my shop without several days notice, typically setting aside Saturday mornings for on-site support. Both computers were picked up by my helper on Saturday, July 30th and you were notified they would be brought back when both were repaired. During this time I worked on your newer computer, replacing the hard drive and then installing Windows using software you provided. The charge for this was $35 for hardware install, $100 for OS installation and the above mentioned $45 pick-up fee. We both discussed the benefits of upgrading to Windows 10 so I updated using the free upgrade for customers who use assistive technologies without charging you my typical $50 fee for my time. Please keep in mind that no time during my repairs did I encounter any errors that you originally were experiencing. I successfully installed and updated Windows, installed additional software (printer, driver updates, etc.), rebooted the machine several times without any problem. When you told me you were having the same problems after I came to your house to set it all back up for you, I advised that it sounds like a possible motherboard software problem, or a BIOS configuration setting. A ‘non-system disk error’ is not typically an error that will happen without some kind of change to the system, but without troubleshooting the actual problem, I cannot determine a fix. Your Windows ** computer was fixed by installing a new power supply unit. I gave you my opinion that moving over to your new computer would be beneficial and resulting in us talking about transferring your data over from one PC to another. The charge for this was $35 hardware install and $49.99 for the replacement power supply, waving my charge of $50 for data transfer. I logged into your old computer, copied your files onto my internal server where customer backups stay for 30 days. This is explained to my customers and ensures enough time to check data restoration. Your files were copied from my server and put on your new computer. Again, at no time were your original files modified and they are still on your original (Windows XP) PC. After speaking to you about the files that you say are empty I advised that they are not empty and from your description it sounds like you do not have a program associated with the types of files you are opening. Example: cannot open a .doc file without having Microsoft Word or equivalent program installed. This cannot be determined without access to the computer. When I last spoke to you on the phone on Saturday, August 13th, the day I said I would come by with the backup, I told you I had gotten sick and was closing for the day and would not be coming by but reminded you that you still have all of your original files on your computer. After you came into my shop accusing me of “holding your data hostage” and “sending you on a wild goose chase” with several other customers here as well it seems that you don’t trust anything I say as you came back with your own answer that you said you found online by searching. I have been in the IT industry for 19 years and have full confidence in my work and knowledge. Please let me reiterate that I am not keeping any data from you, you have your original files. I will gladly drop off a separate copy of your data. This will be put on a DVD that you can easily copy to any PC. I will also include the original hard drive that was replaced as I feel more comfortable with it being in your possession and not mine. Thank you, [redacted] MattShack Computers & Games