Complaint ID - [redacted] Customer Name - [redacted] Nature of Complaint: Customer Service Issues serif;">Our response - We totally dropped the ball on this one, not sure how this customer fell through the cracks, we accept full responsibility for this issueCustomer initiated chargeback and received refund, we would like to offer this customer a replacement MacBook Pro at no chargeWe will wait to here from Revdex.com as to where we should ship the MacBookFrom Our Terms of Service “ The length of time required to service/repair your Mac and / or device cannot be predictedLiquid damage repairs that require component level logic repairs may take up to 14-business days, or longer” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including AppleIt is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime“ From our invoices customers pay from “ [redacted] Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolvedIf your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-business days, or longer, to repairWe do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoiceYour payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that applyYou agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoiceThis includes dispute for length of repair time/non-receipt.”
To Whom It May Concern - Complaint ID - [redacted] Customer Name - J [redacted] Pro", serif;">Nature of Complaint: Customer Service Issues Customer was informed through out the process that damage was catastrophic and would require extended repair timeOur response - As an independent service provider specializing in accidental damage repair for MacBooks since we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by AppleWe rarely decline to repair anyones MacBook, this policy means we often get the worst of the worstWe repair on average of about liquid damage MacBooks on a yearly basis, we have had a total of Revdex.com complaints in the last years with equates to about 1.1% off the MacBook liquid damage repairs completed by our company in this time frame, of the Revdex.com complaints we delivered the service successfully within the scope of the service agreement times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time Customer was informed through out the process that damage was catastrophic and would require extended repair timeRepair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via ***, tracking number [redacted] From Our Terms of Service “ The length of time required to service/repair your Mac and / or device cannot be predictedLiquid damage repairs that require component level logic repairs may take up to 14-business days, or longer” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including AppleIt is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime“ From our invoices customers pay from “ [redacted] Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolvedIf your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-business days, or longer, to repairWe do not guarantee repair times for any repairPayment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoiceYour payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that applyYou agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoiceThis includes dispute for length of repair time/non-receipt.”
To Whom It May Concern - Complaint ID - [redacted] Customer Name - [redacted] Pro", serif;">Nature of Complaint: Repair issues Customer was informed through out the process that damage was catastrophic and would require extended repair timeOur response - As an independent service provider specializing in accidental damage repair for MacBooks since we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by AppleWe rarely decline to repair anyones MacBook, this policy means we often get the worst of the worstWe repair on average of about liquid damage MacBooks on a yearly basis, we have had a total of Revdex.com complaints in the last years with equates to about 1.1% off the MacBook liquid damage repairs completed by our company in this time frame, of the Revdex.com complaints we delivered the service successfully within the scope of the service agreement times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair timeCustomer was informed through out the process that damage was catastrophic and would require extended repair timeRepair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via ***, tracking number [redacted] From Our Terms of Service “ The length of time required to service/repair your Mac and / or device cannot be predictedLiquid damage repairs that require component level logic repairs may take up to 14-business days, or longer” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including AppleIt is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime“ From our invoices customers pay from “ [redacted] Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolvedIf your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-business days, or longer, to repairWe do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoiceYour payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that applyYou agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoiceThis includes dispute for length of repair time/non-receipt.”
Liquid damage repair is a very complex process that requires time This [redacted] encountered catastrophic liquid damage and it was explained to the customer that this would take time Please note that Mr***, like all customers are not even able to place an order without agreeing to these terms (that are clearly on our site and must be agreed to before placing an order) Mr [redacted] was even shipped an upgraded processor."The length of time required to service/repair your [redacted] and / or device cannot be predictedLiquid damage repairs that require component level logic repairs may take up to 14-business days, or longerThis is a highly specialized repair that cannot be rushedYou understand that in the process of working on your equipment, there is a potential for data lossCredit Card Authorization Policy At the time you place your order your card is charged for the amount of the service and / or part, if applicable [redacted] does NOT guarantee repair times All repair times quoted are estimates and each repair has unique challengesOur policy of not guaranteeing repair times is NOT an effort to frustrate our customers rather a necessary policy to ensure each repair receives the attention it requires to ensure a lasting repair Repair times on average are between 7-daysIn some cases repair times may take up to Days, or more." Please note we have included the proof of delivery of Mr***'s repaired Mac
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 Sent: Monday, September 12, 9:AM Subject: Re: Response In response to companyThey never sent me my computer backThe shipping number they provided is not an actual shipping number recorded by ***I called many times and was never able to get ahold of anyone Simple fact is my computer was stolen by ispillrepair and never returnedI want my money back or a computer backI am willing to press charges if I do not get my computer back
In regards to this complaint the customer has the [redacted] and proof of delivery is attached Please also find attached the invoice that was received and agreed to by customer indicating the terms and conditions of our services and that we do not guarantee repair times We also show that the customer reached us via phone and was provided status updates on the following dates: 1/05/at 12:PM 1/08/at 02:PM 1/09/at 12:PM 1/12/at 02:PM 1/13/at 02:PM 1/27/at 02:PM 2/11/at 02:PM 2/13/at 03:PM 2/24/at 04:PM I am not sure if the daughter is has not communicated this information with the father So it seems unfair to say that we have not answered calls, nor returned the repaired [redacted] in the time promisedMaybe this has been revised by customer and the withdraw of the complaint has crossed paths in the mail
To Whom It May Concern - Customer Name - [redacted] Nature of Complaint: Repair issues Our response - As an independent service provider specializing in accidental damage repair for MacBooks since we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by AppleWe rarely decline to repair anyones MacBook, this policy means we often get the worst of the worstWe repair on average of about liquid damage MacBooks on a yearly basis, we have had a total of Revdex.com complaints in the last years with equates to about 1.1% off the MacBook liquid damage repairs completed by our company in this time frame, of the Revdex.com complaints we delivered the service successfully within the scope of the service agreement times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time Customer was informed through out the process that damage was catastrophic and would require extended repair timeRepair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via ***, tracking number [redacted] From Our Terms of Service “ The length of time required to service/repair your Mac and / or device cannot be predictedLiquid damage repairs that require component level logic repairs may take up to 14-business days, or longer” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including AppleIt is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime“ From our invoices customers pay from “ [redacted] Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolvedIf your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-business days, or longer, to repairWe do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoiceYour payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that applyYou agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoiceThis includes dispute for length of repair time/non-receipt.”
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
From: *** *** [mailto:***] Sent: Wednesday, August 31, 7:PM
Hello,
I got this response and I got the laptop backBut they have not return my moneyThey were suppose to give me back $after applying the chargesIt has been more then monthsI haven't heard from themI have no transactions from themI have lost hope to get back my money from a company who was suppose to send it back but never didThanks, ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]
Regards, You must be kiddingIt's been almost a year since you've fraud me like thatHere's what happened in short, I sent my mac to get my water damaged macbook fixedThey lured me to pay money as fast as possible that a sweet deal will end, I ignorantly did trusting this businessThen I waitedWaited about over months with emails and phone calls that you guys barely replied and saying you guys have been working on itAfter more waiting, I've decided I will never get my mac back so I requested it to send it back repaired because I've payed $After another month they finally send me the mac and it was literally UNTOUCHEDJust the way it was, it was still broken and nothing fixed after I payed $to fix itI was livid given this situation and requested a full refund because noting was fixed yet you guys had my moneyI requested a full refund and started emailing and calling which you guys seem to not replyAfter a couple months I gave up and filed a proper complaint in Revdex.comThis was never resolved and this business stole my money to do nothingI am very unhappy and this business seizes to exist
To Whom It May Concern - Complaint ID - *** Customer Name - *** ***
serif;">Nature of Complaint: Service Issues Our response: As an independent service provider specializing in accidental damage repair for MacBooks since we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by AppleWe rarely decline to repair anyones MacBook, this policy means we often get the worst of the worstWe repair on average of about liquid damage MacBooks on a yearly basis, we have had a total of Revdex.com complaints in the last years with equates to about 1.1% off the MacBook liquid damage repairs completed by our company in this time frame, of the Revdex.com complaints we delivered the service successfully within the scope of the service agreement times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair timeCustomer was informed that damage from red wine was catastrophic and would require a complete refurbishment and an extended repair timeAfter about days the customer initiated a chargeback, At the customers request repair was halted and a refund of $was processedThe un-repaired MacBook was shipped via ***, tracking number ***August 12,Dear Customer: The following is the proof-of-delivery for tracking number ***Delivery Information: Status: Signed for by: Service type: Special Handling: Delivered *** *** Ground Direct Signature Required
Complaint ID - *** Customer Name - *** *** Nature of Complaint: Delivery issues Our
response - Customer was informed that his MacBook was stolen in a burglary along with other MacsWe communicated through out the process with our insurance companyOur insurance company only covered our equipment and not that of our customers with this explanation - “ Regrettably, we have also concluded that the Professional Liability Policy does not provide coverage for this matterWe respectfully note the provisions of Section Iof the Professional Liability Policy, Insuring Agreement, Defense and Settlement, which states: We shall pay on Your behalf Damages and Claim Expenses in excess of the Deductible resulting from any covered Claim that is first made against You during the Policy Period and reported to Us pursuant to the terms of the Policy for Wrongful Acts committed on or after the Retroactive DateThe Professional Liability Policy defines “Wrongful Act” in Section VIDefinitions, Part Uas “any actual or alleged breach of duty, negligent act, error, omission or Personal Injury committed by You in the performance of Your Professional Services.” Moreover, the Professional Liability Policy defines “Professional Services” in Section VIDefinitions, Part Oas “only those services specified in Endorsement to this Policy as performed by or on behalf of an Organization for others for a fee or other compensation.” Endorsement ETechnology Services/IT Consulting Services Endorsement (Software Copyright Infringement) defines Professional Services as “the below listed services performed for others for compensation:
Technology Services; or Information Technology (IT) consulting services
Here, no one has asserted a claim against The Mac Boutique with regard to any wrongful acts related to The Mac Boutique’s professional services that were performed for others for compensationFurther, the theft loss is unrelated to The Mac Boutique’s professional services that were performed for others for compensationAccordingly, we regret to inform you that there is no coverage available under the Professional Liability Policy for this matterWe must also respectfully note Section IIIExclusions, Part Kof the Policy, which precludes coverage for any Claim “based upon or arising out of any actual or alleged Property Damage.” To the extent that a claim is made against The Mac Boutique for property damage associated with the theft loss, we regret to inform you that there is no coverage available under the Professional Liability PolicyWhile we conclude that the above analysis is dispositive of the coverage issues raised, we must respectfully reserve the right to raise additional grounds for denying this claim in the future, if necessary“ It did take time but we were able to replace all customer machines form our own pocketA replacement MacBook was shipped via ***, tracking number ***
Complaint ID - Customer Name - *** *** AKA *** *** Nature of Complaint: Customer Service Issues
"Myriad Pro", serif;">Our response - As an independent service provider specializing in accidental damage repair for MacBooks since we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by AppleWe rarely decline to repair anyones MacBook, this policy means we often get the worst of the worstWe repair on average of about liquid damage MacBooks on a yearly basis, we have had a total of Revdex.com complaints in the last years with equates to about 1.1% off the MacBook liquid damage repairs completed by our company in this time frame, of the Revdex.com complaints we delivered the service successfully within the scope of the service agreement times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair timeCustomer was informed through out the process that damage was catastrophic and would require extended repair timeThis repair was done as a trade and is not in our *** systemRepair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via ***
Complaint ID - *** Customer Name - *** *** *** *** *** Nature of Complaint: Customer Service Issues
"Myriad Pro", serif;">Note: complaints about the same order - related complaint ID *** both with the same address of *** *** *** *** *** *** *** Our response - As an independent service provider specializing in accidental damage repair for MacBooks since we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by AppleWe rarely decline to repair anyones MacBook, this policy means we often get the worst of the worstWe repair on average of about liquid damage MacBooks on a yearly basis, we have had a total of Revdex.com complaints in the last years with equates to about 1.1% off the MacBook liquid damage repairs completed by our company in this time frame, of the Revdex.com complaints we delivered the service successfully within the scope of the service agreement times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair timeCustomer was informed through out the process that damage was catastrophic and would require extended repair timeThis repair was done as a trade and is not in our *** systemRepair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via ***
We have included proof of delivery, showing the customer did sign of the Mac, for your review
As a side note we clearly state in the terms and conditions that due to the complexity of these water damage we do not guarantee repair timesThis is agreed to by all customers when the
order is initially placed on the website and can be forwarded if needed We know Jacob will appreciate the time we spent and hope he is happy the Mac is now home
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I did initiate a refund on the credit Card but it was after 90days and American Express denied the refundThey can send a replacement machine to my home address.* *** *** *** *** *** ***
*** A***
MSgt USAF (RET)
To Whom It May Concern - 9. Complaint ID - [redacted] Customer Name - [redacted]
Pro", serif;">Nature of Complaint: Repair issues Customer was informed through out the process that damage was catastrophic and would require extended repair time. Our response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. Repair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via [redacted], tracking number [redacted]. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non-receipt.”
To Whom It May Concern - 3. Complaint ID - [redacted] Customer Name - J[redacted]
Pro", serif;">Nature of Complaint: Customer Service Issues Customer was informed through out the process that damage was catastrophic and would require extended repair time. Our response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. Repair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via [redacted], tracking number [redacted]. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair. Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non-receipt.”
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.
Sent: Monday, September 12, 2016 9:12 AM Subject: Re: Response
In response to company. They never sent me my computer back. The shipping number they provided is not an actual shipping number recorded by [redacted]. I called many times and was never able to get ahold of anyone. Simple fact is my computer was stolen by ispillrepair and never returned. I want my money back or a computer back. I am willing to press charges if I do not get my computer back.
To Whom It May Concern - Complaint ID - [redacted] Customer Name - [redacted]
serif;">Nature of Complaint: Customer Service Issues Customer was informed through out the process that damage was catastrophic and would require extended repair time. Our response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. Repair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via [redacted], tracking number [redacted]. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non-receipt.”
Complaint ID - [redacted] Customer Name - [redacted] Nature of Complaint: Customer Service Issues
serif;">Our response - We totally dropped the ball on this one, not sure how this customer fell through the cracks, we accept full responsibility for this issue. Customer initiated chargeback and received refund, we would like to offer this customer a replacement MacBook Pro at no charge. We will wait to here from Revdex.com as to where we should ship the MacBook. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non-receipt.”
Complaint ID - [redacted] Customer Name - [redacted] Nature of Complaint: Customer Service Issues serif;">Our response - We totally dropped the ball on this one, not sure how this customer fell through the cracks, we accept full responsibility for this issueCustomer initiated chargeback and received refund, we would like to offer this customer a replacement MacBook Pro at no chargeWe will wait to here from Revdex.com as to where we should ship the MacBookFrom Our Terms of Service “ The length of time required to service/repair your Mac and / or device cannot be predictedLiquid damage repairs that require component level logic repairs may take up to 14-business days, or longer” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including AppleIt is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime“ From our invoices customers pay from “ [redacted] Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolvedIf your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-business days, or longer, to repairWe do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoiceYour payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that applyYou agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoiceThis includes dispute for length of repair time/non-receipt.”
To Whom It May Concern - Complaint ID - [redacted] Customer Name - J [redacted] Pro", serif;">Nature of Complaint: Customer Service Issues Customer was informed through out the process that damage was catastrophic and would require extended repair timeOur response - As an independent service provider specializing in accidental damage repair for MacBooks since we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by AppleWe rarely decline to repair anyones MacBook, this policy means we often get the worst of the worstWe repair on average of about liquid damage MacBooks on a yearly basis, we have had a total of Revdex.com complaints in the last years with equates to about 1.1% off the MacBook liquid damage repairs completed by our company in this time frame, of the Revdex.com complaints we delivered the service successfully within the scope of the service agreement times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time Customer was informed through out the process that damage was catastrophic and would require extended repair timeRepair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via ***, tracking number [redacted] From Our Terms of Service “ The length of time required to service/repair your Mac and / or device cannot be predictedLiquid damage repairs that require component level logic repairs may take up to 14-business days, or longer” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including AppleIt is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime“ From our invoices customers pay from “ [redacted] Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolvedIf your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-business days, or longer, to repairWe do not guarantee repair times for any repairPayment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoiceYour payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that applyYou agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoiceThis includes dispute for length of repair time/non-receipt.”
To Whom It May Concern - Complaint ID - [redacted] Customer Name - [redacted] Pro", serif;">Nature of Complaint: Repair issues Customer was informed through out the process that damage was catastrophic and would require extended repair timeOur response - As an independent service provider specializing in accidental damage repair for MacBooks since we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by AppleWe rarely decline to repair anyones MacBook, this policy means we often get the worst of the worstWe repair on average of about liquid damage MacBooks on a yearly basis, we have had a total of Revdex.com complaints in the last years with equates to about 1.1% off the MacBook liquid damage repairs completed by our company in this time frame, of the Revdex.com complaints we delivered the service successfully within the scope of the service agreement times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair timeCustomer was informed through out the process that damage was catastrophic and would require extended repair timeRepair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via ***, tracking number [redacted] From Our Terms of Service “ The length of time required to service/repair your Mac and / or device cannot be predictedLiquid damage repairs that require component level logic repairs may take up to 14-business days, or longer” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including AppleIt is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime“ From our invoices customers pay from “ [redacted] Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolvedIf your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-business days, or longer, to repairWe do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoiceYour payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that applyYou agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoiceThis includes dispute for length of repair time/non-receipt.”
Liquid damage repair is a very complex process that requires time This [redacted] encountered catastrophic liquid damage and it was explained to the customer that this would take time Please note that Mr***, like all customers are not even able to place an order without agreeing to these terms (that are clearly on our site and must be agreed to before placing an order) Mr [redacted] was even shipped an upgraded processor."The length of time required to service/repair your [redacted] and / or device cannot be predictedLiquid damage repairs that require component level logic repairs may take up to 14-business days, or longerThis is a highly specialized repair that cannot be rushedYou understand that in the process of working on your equipment, there is a potential for data lossCredit Card Authorization Policy At the time you place your order your card is charged for the amount of the service and / or part, if applicable [redacted] does NOT guarantee repair times All repair times quoted are estimates and each repair has unique challengesOur policy of not guaranteeing repair times is NOT an effort to frustrate our customers rather a necessary policy to ensure each repair receives the attention it requires to ensure a lasting repair Repair times on average are between 7-daysIn some cases repair times may take up to Days, or more." Please note we have included the proof of delivery of Mr***'s repaired Mac
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 Sent: Monday, September 12, 9:AM Subject: Re: Response In response to companyThey never sent me my computer backThe shipping number they provided is not an actual shipping number recorded by ***I called many times and was never able to get ahold of anyone Simple fact is my computer was stolen by ispillrepair and never returnedI want my money back or a computer backI am willing to press charges if I do not get my computer back
In regards to this complaint the customer has the [redacted] and proof of delivery is attached Please also find attached the invoice that was received and agreed to by customer indicating the terms and conditions of our services and that we do not guarantee repair times We also show that the customer reached us via phone and was provided status updates on the following dates: 1/05/at 12:PM 1/08/at 02:PM 1/09/at 12:PM 1/12/at 02:PM 1/13/at 02:PM 1/27/at 02:PM 2/11/at 02:PM 2/13/at 03:PM 2/24/at 04:PM I am not sure if the daughter is has not communicated this information with the father So it seems unfair to say that we have not answered calls, nor returned the repaired [redacted] in the time promisedMaybe this has been revised by customer and the withdraw of the complaint has crossed paths in the mail
To Whom It May Concern - Customer Name - [redacted] Nature of Complaint: Repair issues Our response - As an independent service provider specializing in accidental damage repair for MacBooks since we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by AppleWe rarely decline to repair anyones MacBook, this policy means we often get the worst of the worstWe repair on average of about liquid damage MacBooks on a yearly basis, we have had a total of Revdex.com complaints in the last years with equates to about 1.1% off the MacBook liquid damage repairs completed by our company in this time frame, of the Revdex.com complaints we delivered the service successfully within the scope of the service agreement times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time Customer was informed through out the process that damage was catastrophic and would require extended repair timeRepair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via ***, tracking number [redacted] From Our Terms of Service “ The length of time required to service/repair your Mac and / or device cannot be predictedLiquid damage repairs that require component level logic repairs may take up to 14-business days, or longer” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including AppleIt is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime“ From our invoices customers pay from “ [redacted] Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolvedIf your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-business days, or longer, to repairWe do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoiceYour payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that applyYou agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoiceThis includes dispute for length of repair time/non-receipt.”
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
From: *** *** [mailto:***] Sent: Wednesday, August 31, 7:PM
Hello,
I got this response and I got the laptop backBut they have not return my moneyThey were suppose to give me back $after applying the chargesIt has been more then monthsI haven't heard from themI have no transactions from themI have lost hope to get back my money from a company who was suppose to send it back but never didThanks, ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]
Regards, You must be kiddingIt's been almost a year since you've fraud me like thatHere's what happened in short, I sent my mac to get my water damaged macbook fixedThey lured me to pay money as fast as possible that a sweet deal will end, I ignorantly did trusting this businessThen I waitedWaited about over months with emails and phone calls that you guys barely replied and saying you guys have been working on itAfter more waiting, I've decided I will never get my mac back so I requested it to send it back repaired because I've payed $After another month they finally send me the mac and it was literally UNTOUCHEDJust the way it was, it was still broken and nothing fixed after I payed $to fix itI was livid given this situation and requested a full refund because noting was fixed yet you guys had my moneyI requested a full refund and started emailing and calling which you guys seem to not replyAfter a couple months I gave up and filed a proper complaint in Revdex.comThis was never resolved and this business stole my money to do nothingI am very unhappy and this business seizes to exist
To Whom It May Concern - Complaint ID - *** Customer Name - *** ***
serif;">Nature of Complaint: Service Issues Our response: As an independent service provider specializing in accidental damage repair for MacBooks since we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by AppleWe rarely decline to repair anyones MacBook, this policy means we often get the worst of the worstWe repair on average of about liquid damage MacBooks on a yearly basis, we have had a total of Revdex.com complaints in the last years with equates to about 1.1% off the MacBook liquid damage repairs completed by our company in this time frame, of the Revdex.com complaints we delivered the service successfully within the scope of the service agreement times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair timeCustomer was informed that damage from red wine was catastrophic and would require a complete refurbishment and an extended repair timeAfter about days the customer initiated a chargeback, At the customers request repair was halted and a refund of $was processedThe un-repaired MacBook was shipped via ***, tracking number ***August 12,Dear Customer: The following is the proof-of-delivery for tracking number ***Delivery Information: Status: Signed for by: Service type: Special Handling: Delivered *** *** Ground Direct Signature Required
Complaint ID - *** Customer Name - *** *** Nature of Complaint: Delivery issues Our
response - Customer was informed that his MacBook was stolen in a burglary along with other MacsWe communicated through out the process with our insurance companyOur insurance company only covered our equipment and not that of our customers with this explanation - “ Regrettably, we have also concluded that the Professional Liability Policy does not provide coverage for this matterWe respectfully note the provisions of Section Iof the Professional Liability Policy, Insuring Agreement, Defense and Settlement, which states: We shall pay on Your behalf Damages and Claim Expenses in excess of the Deductible resulting from any covered Claim that is first made against You during the Policy Period and reported to Us pursuant to the terms of the Policy for Wrongful Acts committed on or after the Retroactive DateThe Professional Liability Policy defines “Wrongful Act” in Section VIDefinitions, Part Uas “any actual or alleged breach of duty, negligent act, error, omission or Personal Injury committed by You in the performance of Your Professional Services.” Moreover, the Professional Liability Policy defines “Professional Services” in Section VIDefinitions, Part Oas “only those services specified in Endorsement to this Policy as performed by or on behalf of an Organization for others for a fee or other compensation.” Endorsement ETechnology Services/IT Consulting Services Endorsement (Software Copyright Infringement) defines Professional Services as “the below listed services performed for others for compensation:
Technology Services; or Information Technology (IT) consulting services
Here, no one has asserted a claim against The Mac Boutique with regard to any wrongful acts related to The Mac Boutique’s professional services that were performed for others for compensationFurther, the theft loss is unrelated to The Mac Boutique’s professional services that were performed for others for compensationAccordingly, we regret to inform you that there is no coverage available under the Professional Liability Policy for this matterWe must also respectfully note Section IIIExclusions, Part Kof the Policy, which precludes coverage for any Claim “based upon or arising out of any actual or alleged Property Damage.” To the extent that a claim is made against The Mac Boutique for property damage associated with the theft loss, we regret to inform you that there is no coverage available under the Professional Liability PolicyWhile we conclude that the above analysis is dispositive of the coverage issues raised, we must respectfully reserve the right to raise additional grounds for denying this claim in the future, if necessary“ It did take time but we were able to replace all customer machines form our own pocketA replacement MacBook was shipped via ***, tracking number ***
Complaint ID - Customer Name - *** *** AKA *** *** Nature of Complaint: Customer Service Issues
"Myriad Pro", serif;">Our response - As an independent service provider specializing in accidental damage repair for MacBooks since we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by AppleWe rarely decline to repair anyones MacBook, this policy means we often get the worst of the worstWe repair on average of about liquid damage MacBooks on a yearly basis, we have had a total of Revdex.com complaints in the last years with equates to about 1.1% off the MacBook liquid damage repairs completed by our company in this time frame, of the Revdex.com complaints we delivered the service successfully within the scope of the service agreement times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair timeCustomer was informed through out the process that damage was catastrophic and would require extended repair timeThis repair was done as a trade and is not in our *** systemRepair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via ***
Complaint ID - *** Customer Name - *** *** *** *** *** Nature of Complaint: Customer Service Issues
"Myriad Pro", serif;">Note: complaints about the same order - related complaint ID *** both with the same address of *** *** *** *** *** *** *** Our response - As an independent service provider specializing in accidental damage repair for MacBooks since we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by AppleWe rarely decline to repair anyones MacBook, this policy means we often get the worst of the worstWe repair on average of about liquid damage MacBooks on a yearly basis, we have had a total of Revdex.com complaints in the last years with equates to about 1.1% off the MacBook liquid damage repairs completed by our company in this time frame, of the Revdex.com complaints we delivered the service successfully within the scope of the service agreement times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair timeCustomer was informed through out the process that damage was catastrophic and would require extended repair timeThis repair was done as a trade and is not in our *** systemRepair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via ***
We have included proof of delivery, showing the customer did sign of the Mac, for your review
As a side note we clearly state in the terms and conditions that due to the complexity of these water damage we do not guarantee repair timesThis is agreed to by all customers when the
order is initially placed on the website and can be forwarded if needed We know Jacob will appreciate the time we spent and hope he is happy the Mac is now home
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I did initiate a refund on the credit Card but it was after 90days and American Express denied the refundThey can send a replacement machine to my home address.* *** *** *** *** *** ***
*** A***
MSgt USAF (RET)
To Whom It May Concern - 9. Complaint ID - [redacted] Customer Name - [redacted]
Pro", serif;">Nature of Complaint: Repair issues Customer was informed through out the process that damage was catastrophic and would require extended repair time. Our response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. Repair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via [redacted], tracking number [redacted]. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non-receipt.”
To Whom It May Concern - 3. Complaint ID - [redacted] Customer Name - J[redacted]
Pro", serif;">Nature of Complaint: Customer Service Issues Customer was informed through out the process that damage was catastrophic and would require extended repair time. Our response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. Repair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via [redacted], tracking number [redacted]. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair. Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non-receipt.”
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.
Sent: Monday, September 12, 2016 9:12 AM Subject: Re: Response
In response to company. They never sent me my computer back. The shipping number they provided is not an actual shipping number recorded by [redacted]. I called many times and was never able to get ahold of anyone. Simple fact is my computer was stolen by ispillrepair and never returned. I want my money back or a computer back. I am willing to press charges if I do not get my computer back.
To Whom It May Concern - Complaint ID - [redacted] Customer Name - [redacted]
serif;">Nature of Complaint: Customer Service Issues Customer was informed through out the process that damage was catastrophic and would require extended repair time. Our response - As an independent service provider specializing in accidental damage repair for MacBooks since 2010 we have consistently provided a valuable service to our customers who in many cases have been told their MacBooks were unrepairable by Apple. We rarely decline to repair anyones MacBook, this policy means we often get the worst of the worst. We repair on average of about 650 liquid damage MacBooks on a yearly basis, we have had a total of 22 Revdex.com complaints in the last 3 years with equates to about 1.1% off the 1950 MacBook liquid damage repairs completed by our company in this time frame, of the 22 Revdex.com complaints we delivered the service successfully within the scope of the service agreement 16 times, all are related to length of time for repair and in each case the customer was informed their MacBooks would require significant additional repair time. Customer was informed through out the process that damage was catastrophic and would require extended repair time. Repair was successfully completed within the scope of the terms of service agreed to by the customer when placing order and again agreed to when paying invoice, repaired MacBook was shipped via [redacted], tracking number [redacted]. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non-receipt.”
Complaint ID - [redacted] Customer Name - [redacted] Nature of Complaint: Customer Service Issues
serif;">Our response - We totally dropped the ball on this one, not sure how this customer fell through the cracks, we accept full responsibility for this issue. Customer initiated chargeback and received refund, we would like to offer this customer a replacement MacBook Pro at no charge. We will wait to here from Revdex.com as to where we should ship the MacBook. From Our Terms of Service “ 1.3 The length of time required to service/repair your Mac and / or device cannot be predicted. Liquid damage repairs that require component level logic repairs may take up to 14-28 business days, or longer. ” From our product page “ We do not guarantee repair times, and we are not aware of anyone in the industry that does, including Apple. It is impossible to provide an accurate time for repair without a physical inspection, regardless of who you choose for your MacBook repair, you should prepare for some downtime. “ From our invoices customers pay from “* Please note that we cannot guarantee repair times – repairs require testing, and time, to determine that the issues are completely resolved. If your Mac requires component level logic board repair and/or other more intricate repairs it may take 14-28 business days, or longer, to repair. We do not guarantee repair times for any repair.Payment of your invoice authorizes us to charge the credit card, Square, PayPal, or other account for the goods and/or services indicated in your invoice. Your payment is agreement of our terms of service and indicates you have read and understand your invoice, our terms of service, disclaimers and any warranties that apply. You agree that you are an authorized user of any account used and that you will not dispute the payment with your credit card company, Square, PayPal or any other payment provider; so long as the transaction amounts correspond to your invoice. This includes dispute for length of repair time/non-receipt.”