IT Tech Pros and Solutions

September 10, 2015To whom it may concern, Addressing complaint filed on 08/31/2015, ID *** *** brought her computers in on a Thursday, she asked if we buy old computers, she stated she was trying to sell her two older laptops in order to buy a new laptopI explained to her that I am
not in the business of buying computers, and more along the lines of repairs and Sales, as it says in our business description onlineAlthough I would check the hard drives in the computers and see if they where salvageable and if so, we would make her an offer based off that diagnosticI told her that it would be several days before would be able to get back to her due to the amount of clients we were assisting prior to her coming in on that Thursday.Over the weekend was able to do a thorough diagnostic on both hard drives to find neither one was in working condition and needed to be replacedThe following Monday, she called us early in the morning, around 11am, our opening hours to see if we had made any progressOver the phone, explained hard drives on each computer where not working, one screen, both batteries, chargers, and other miscellaneous items where needed in order to get either one of the laptops in good working condition, it wouldn't be worth my investmentI was only interested in making an offer if the hard drives where re-usableexplained if she needed a computer like she stated in our original discussionI would be able to get at least one of them working for her at a much lower cost than buying a new computerShe said she wasn't interested in getting them fixed, that was something her husband could do for herI said I'll have them ready and would be able to meet her within the hourShe said Ok, and would come get them later that day.Shortly after receiving her laptop's back, she called us and was very rude right from the beginningHer voice was elevated and temper flaringIn her call, she described to us that the hard drives where fine before she brought them to us, the laptops were in good working condition and they didn't have any issues prior to her bringing them here.I tried to explain to her the process in which we test computers here and that it is harmless, she was not interested in that informationI went into saying that I did not harm her computers, but was met with frantic screaming and threats over the phoneIn an effort to defuse the situation and bring us back to a more professional level of communication, I offered her a resolution on attempting to restore her laptop to an earlier time at no charge, where she could see the password screen as she describedShe refused my offer and said she would take it to another computer repair store, made several vulgar remarks and then hung up the phone.Shortly after that call, the same Monday, her brother came into my storeHe was in a much calmer demeanor and willing to let me show him our harmless process on testing hard drivesHe had both computers in handI took the hard drives out of each computer while he was present and tested them in front of him, in hopes he could take this information back to his sister and help resolve this issueHe witnessed firsthand, that both drives failed the diagnostic testsRegardless of efforts of showing him this processHe began to say, "If someone brings in their computer to me, shouldn't the computer be in the same condition it was when they first brought it?" My reply was, your computer are in the exact same condition they were when received themOnce again, I offered him the same courtesy of trying to restore the computer to an earlier time prior to them bringing them here, at no chargeHe refused my offer, thanked me for my time and left the store.Shortly after her brother leaving the store, approximately - minutes, my phone rings, it's *** *** againOnce again, she starts the conversation frantic and screamingShe says, "My brother just left there, and he said you argued with him the whole time, and now you want to charge me to repair my Computers when they were both working fine before brought them to you?" I tried to explain to her that her brother and I didn't argue at all, he was very polite and had a calm demeanor the entire timeI also stated that I didn't mention anything to her brother about charging to get the computers repairedI could barely finish either sentence due to her demeanorDuring this phone call I had a line of customers here that where waiting on me prior to me answering the phoneI had to put her on hold, as I would with any customer if they called while I am dealing with another client presently in the storeWhen returned, she was not on the other line.We here at I.TTech Pros & Solutions pride ourselves in customer service and satisfactionWe strive everyday to meet and fulfill the needs of our clients in a effort to offer them a level of service above the standardIn this particular case, the service *** *** was seeking is the sales of her two laptopsSince that is not our primary scope of work, we were not able to meet that expectation which resulted in a unsatisfied clientRegardless, we were still able to offer some level of resolution and make an attempt in resolving this in some way by offering a system restore to the point prior to the date of receiving the laptops in the storeIn my years of business I have not encountered this level of aggression and anger from a clientMy offer to restoring the computer to the day prior of her bringing them to me isn't a reasonable solution for herI'm not sure what other services she is seeking from us since we are not interested in purchasing her laptops.From what *** *** has stated over the phone and in her complaint, her husband is capable of repairing either one of the laptops for her.Thank you,IT Tech Pros and Solutions