We received [redacted] ’s iMac on October ***,, The issue she was reporting was that it would shut down halfway through startupAt drop-off, customer was already upset that her computer was not working and a manager spoke to her to calm herIndependently, she had replaced the original hard drive with one purchased at another retail storeWe do not know who installed it for her although it is not considered something a non-professional should doWe informed her that if her original hard drive, which she also provided to us, was found to be in working order, we would put it back in the computer for no additional charge and give her the newly purchased drive to send back to the store she purchased it fromShe paid our standard diagnostic fee of $plus tax for us to diagnose the shutdown issueWhen we diagnose a computer we only charge the diagnostic feeIf the customer elects to repair their computer they only pay the p rice of the parts that are requiredThere is no additional labor chargeWhen we diagnose we do not test each part, but instead focus on solving the issue the customer is havingThere is no way to “test” each part independently.The technician saw that the hard drive sensor was failing and emailed and called on November [redacted] and again on November [redacted] to confirm with the customer that she wanted us to put the original hard drive back in the computerThere would have been no additional charge for this.Customer responded to us November [redacted] stating that her contact information was out of dateWe updated it and proceeded with the hard drive replacement the same dayAt this point, the technician discovered that replacing the hard drive would not correct her issue and ordered a graphics card for testingWe received the test part on Saturday, November [redacted] and confirmed later that day that it was likely the logic board was failing at minimumIt is not uncommon for a diagnosis to change during the process of repairing a computerThroughout this process, we kept in ongoing communication with the customer, there were no additional charges and the customer could have declined any further repairs at any timeShe was not responsible for the cost of parts to diagnose the computerThe technician was told on Saturday, November [redacted] that the customer would not be pursuing the replacement of the logic board with us and would be coming to pick up their computerThe email that [redacted] refers to was sent out automatically on the next business dayWhen we conduct a diagnosis we put our findings on the invoice which are given to the customer when they pickup their equipmentThe customer never came to pick up her computer.The technician spoke to customer on the afternoon of November ***Customer was upset with the price of the logic board and aggressively questioned the technician’s abilities and the diagnosisOn December ***, almost a month later, customer brought in a logic board they had purchased elsewhereWe informed her that we could not warranty any parts supplied by her since we had no way to know they were working when they arrived or had been handled correctlyWe also told her that if we used her parts we could not warranty the repair for one year as is our policy for the same reasons.At no point did we make or even suggest that she purchase a logic board that wasn’t needed in the first placeWe communicated with her that we believed the logic board was the most likely part neededShe, on her own, went out and bought a logic boardWe installed the replacement logic board and the issue persisted which meant that it was likely an additional part was neededWhen parts supplied by [redacted] are used, the customer bears no liability for any cost associated with the failure of those parts during the diagnostic processAdditionally, the customer was still free to decline any repair and was not being charged any additional labor for the extensive time this diagnosis was taking.On December ***, a service manager, Deb, contacted the customer to apologize for any frustration she might be feelingWe value our customers and managers commonly reach out to them if additional time and attention is needed to make them feel satisfied with our serviceDeb also gave them updates on December [redacted] in addition to the technician’s updatesThe diagnostic process required many test parts and the customer was clearly frustrated and nervous about the final outcomeOn December [redacted] after additional diagnosis, we determined that three parts were failingDeb called the customer who said that she did not understand technical things and put her friend [redacted] on the phone [redacted] said he should be the point of contact for the managerThe computer was exhibiting what is known as a cascading failureIn a cascading failure, one failing part can cause the failure of successive parts that are placed in the computer to diagnoseIt needed a rear housing which costs $21.00, power supply which costs $and logic board which costs $in order to be repairedThey were under no obligation to have us perform the repairThey were free to decline the repair and would have incurred no additional chargesWe were only telling them at that point what we had confirmed would be required to repair the computerAll parts were ordered through ***’s authorized service channels and not through an “ [redacted] store”We do not know if the logic board she provided was in working order when she gave it to usWe only know that it was not working when we installed itBecause her computer had parts that were damaging test parts, it if possible that the logic board became inoperable because of the failure of parts already in her machine, however there is no way to know that for sureAs stated previously, when parts supplied by [redacted] are used, the customer bears no liability for any cost associated with the failure of those parts during the diagnostic processAdditionally, [redacted] was told at the outset that we could not warranty any parts supplied by her since we had no way to know they were working when they arrived or had been handled correctly.Because we believe strongly in doing right by our customers, we offered to split the cost of a replacement logic board with the customer even though we were under no obligation to do soThe final cost for this repair would be $1,including the diagnostic fee she has already paidThe customer is under no obligation to proceed with this repair and if she declines she can pick up her computer at no additional chargeSince December ***, Deb has left messages for the customer to find out what they would like to do and has received no response
We have reviewed the complaint by the customer and see no wrongdoing or wrongful charges made to her account See attached invoices.The customer brought in a computer for repair During business processes, we request information or approval from the customer in order to complete or move forward with doing any work At the time the customer submitted her computer for repair, we provided a "loaner" computer to her at no charge This is a service that we do for customers who are part of our "Insider" program This customer was not part of the program, however the manager extended a courtesy to her because she complained about the length of time her repair was taking, many issues were identified which are described in detail below This was due in part to her lack of response for information, nevertheless, the loaner allowed the customer to work without any downtime while her computer was being repaired A condition of our loaner program is that the loaner must be returned to us within days after the customer's repair is complete This customer kept the loaner for several months after she was informed her computer was ready for pickup.The notes on file are extensive and are copied below The customer was contacted repeatedly throughout the course of last several months and was made aware that she would be charged weekly for the "loaner" and compelling her to return it promptly.The repair work that was done to her computer was ultimately done "free of charge", however, the charges that she is disputing are for the loaner, which she kept for an unreasonable amount of time after we had already given her the courtesy of "no charge" for her repair as well as "no charge" for the initial loaner for several months.It is our position that we have not done anything to warrant this complaint and no refund is due to the customer The customer returned the rental on after having it for months, of which she was charged for only of those monthsBelow are the notes on her order from most recent to oldest: Return Authorized : charlest (@ Charles Tuason MBA11)- 4:35p Authorized pick up agent came in and picked up the machine + both drivesWe did not go over any of the components of the repairI talked to [redacted] about it and went forward with the pick upThe rental was dropped off with some damage to the top half of the hard plastic caseThe customer is aware that this might add some cost to the rentalThe authorized pick up agent asked briefly about charges and I let him know that DT and CYT would be in contactRental was put back at config- KEG 4:38p Done KEG 1:58p The sro that has the rental dispute on it is [redacted] - DT 11:14a See sro for rental chargesShe still has our rentalALL COMMUNICATION GOING FORWARD SHOULD BE WITH CHARLESShe must return our rental before we can give her computer back to herI have recommended to Charles that we courtesy a messenger to pick up our rental and then round trip her computer and data back to herIt would be better if she did NOT come back into the store- DT 11:13a Going to begin transferring this credit to rental extensionsCC on file was declined so this may be all we can recoup - DIL 5:08p Left message for ***This customer has our rental and we have been clear that there are daily fees going forward since Monday- DT 6:59p Called and left another messageShe needs to return the rental by today or we will begin to charge her rental feesWe will send a messenger to pick it up and deliver her computer if necessaryAlso sending a follemail- DT 3:30p DT IS THE SOLE POINT OF CONTACT FOR THIS CUSTOMER - DT 3:18p [redacted] emailed to say that she does not feel she can communicate with me and would like to speak to a different service managerSpoke to STL and we will not be providing any further service for this personCalled and left message for customer SHE MUST BRING THE RENTAL BACK BY MONDAY END OF DAY OR WE WILL BEGIN TO CHARGE HER THE DAILY RATEPlease do not refund her any money until she bring the rental back - DT 4:23p Spoke to the customerShe is going to email me a good time on Friday when she can come in and sit with Kim and go over the data- DT 4/6/4:08p Called [redacted] and left messageThe time for her to come is when Kim is here: Wed afternoon, Friday afternoon and Saturday (but preferably a weekday)We cannot proceed until we can confirm that we can erase the computerI have put together the components for a 4tb built drive for herThis should be large enough for her data- DT 7:12p The hard drive has data on it that is greyed out and corruptedSome of it is on one of the external drivesWe need to sit with the customer and confirm that we know where all of the data is and that she knows where we may be removing data from the computer that is corrupted and will not be on the computer when she is getting it backShe should also purchase a new external drive for the data- DT 3:23p Drive Assessment: (205GB used / 2TB) - small Seagate backup drive• Drive DX: all green• Disk Utility: verifies • Notes: drive mounts and has files in the root of the drive- KNS 2:52p Soft KNS 1:05p Drive Assessment: (448GB used / 500GB) • Drive DX: all green• Disk Utility: invalid directory item count, volume bitmap needs minor repair for orphaned blocks, invalid volume free block count, volume found corrupt and needs repair - KNS 4/4/1:01p Talked to *** She has calmed considerably and is reasonable now She paid for a Softto go forward with the work that [redacted] outlined in previous blue notes She refuses to speak to CPB but other than that is okay I gave the work to KNS, with a TAT of Thursday and the customer seems to completely understand the current situation now- JEH 5:56p Claimed by KNS - CPB 11:45a Customer is coming in tomorrow to do the software work that was originally quotedWe gave her a refund but she states that the bank has not processed this refundI informed her that it was refunded back on - BMO 7:51p Team assignments set to : GenService - R7:51p - Basically we're going to be gathering all of her information from [redacted] , [redacted] & her computer and compiling it into one backup on her external drive She expects us to double check that she had no duplicates of any documents on her computer since this is what she was told in the first time she came - I showed her how to backup her rental with time machine to get all the information off of it & how to copy individual files onto her external alsoBMO approved the extension of the rental with no payments due to the situation she's inI also showed her how [redacted] is syncing with her computer all the time, taking up unnecessary amounts of space & showed her how to unsync [redacted] since the only way she could use it without it taking up space is to only download files from the web - BMO spoke with her to confirm the situation also, heads up JEH- CET 7:23p Called and left another messageDoes she approve us proceeding with eliminating the greyed out files? Is there other work she would like to have done? We need her permission to proceed- DT 1:53p put on a team for visibility - hold since we're still waiting for response from cust - CPB 11:28a Hold I have placed this on internal hold - CPB 3***/11:28a Team assignments changed from : to Team A - CPB 11:28a Took a look at her computer and the dataI remember that her main issue when she was dropping it off was that she seemed to have much more photo data taking up her hd space (150GB) than made sense and that she has many alias some grayed out that also need to be deletedI recommend that a tech sit with her for half an hour to make a list of these issues and make a planShe has a 512GB drive so it seems that she should be able to fit most of it on thereCalled customer and left message to that effect - DT 3:32p • Spoke to cust yesterday and had a challenging conversationShe claims not to have received my email from last week saying we're refunding / giving back to her as is• Upon conferring with GMC + DT + STL, wrote email to cust with a succinct list of questions we need answeredCC'd DT• As of this blue note, still waiting on a response from cust - CPB 1:25p Customer called in expecting that this would be doneI told her it wasn't because we didn't have enough information to proceedShe says she can provide whatever information we needI have asked CPB to call her when he gets out of his meeting- DT 3/16/4:37p INTAKE at [redacted] x - DT 4:36p Marked incomplete at [redacted] x - DT 4:36p Return Authorized : deb (@ [redacted] x 454)- 3/16/4:24p Return Authorized : deb (@ [redacted] x 454)- 3/16/4:23p Price of line item's pn: recot2w/d was changed from $by deb - 4:23p customer emailed me unexpectedly today asking if software work had been doneI replied, pasting an email I sent on the ***, that stated we are refunding everything and returning the unit as isAlso reminded to bring back the rental - CPB 11:47a outtake note: customer refused to provide us specific on software work, stating several times that "we already know" and "whoever I worked with when I dropped it off" knows everythingRdid notDT + GMC agreed to cut the cord with this customer as she is not willing to help us and is already mad that the computer has been here so longIf she becomes difficult don't hesitate to get the SMOD- CPB 12:42p GMC said it appears we've reached an impasse here with the customer and we can offer a full refund / for her to pick upShe has already suggested this course of actionI believe it's best for everyone because this customer is now unwilling to help us help her- CPB 11:54a emailed the following:"***-So here's what I've discovered:2TB Seagate Backup Plus drive has 205GB used3TB LaCie Porsche has roughly 1TB freeThe 3TB LaCie has a Time Machine backup of your computer already, meaning your files and applications are saved thereI am completing an updated backup to it right now.Here's what I found in our notes:"had some issues with using iphoto/photos, itunes, where both would crash when backups were attempted for her iphone""data management issue, where she mistakenly deleted her [redacted] desktop folder, not realizing that the folder on the desktop, connected to [redacted] is set to sync all changes, so when she deleted the folder from the computer to attempt to get some space, [redacted] deleted the files as well"Here's what I observed:Your data is all over the place and it is not clear what is important to you / what is notThis is why I asked earlier if spending time in the store with a technician will help because there is just too much stuff here for us to make any calls about organizing itWhatever conversations you have had with us have surrounded the major issue, which was that you lost data in an attempt to make spaceThere are no specifics as to what you care about, how you wish to consolidate, etcSo we're kind of at square one here, which is that I need you to tell me exactly what you want us to do, where you want the data moved, and of course it's difficult to troubleshoot the specific iPhoto / Photos / iTunes problem without your phone and you here in the storeI can suggest that we get a copy of all data on the 3TB drive, since that will accommodate everything including a Time Machine backup of your computer, but then the question is what happens if that drive fails? You require a long-term solution that is redundant (i.eif the drive fails you have an updated copy elsewhere) and organizedWe need you to tell us what data is important so we can figure out exactly what is necessaryA general idea of the scope of this work leads me to believe it will take a long time and will require a lot of the technician's attentionThis work is our tier software wrangling / troubleshooting, which costs $With the amount you've paid you'd still be getting $back Please let me know if this is confusing or if you have questions" - CPB 3:30p Hold I have placed this on internal hold - CPB 12:22p Claimed by CPB - MJC 2:32p I spoke with [redacted] extensively regarding this SRO She is extremely confused as to what we are doing and when we are doing it She's has two failed data recoveries and there is a liquid corrosion inside of her [redacted] *** At this point, she wants us to figure out what is going on with her data and consolidate it, whatever that means Ultimately she needs to clear space off of her machine because it's jam-packed and would like us to assist her with that in some way She is aware of the liquid damage inside her machine but wants us to do software work on it anyways I am emailing this to [redacted] to be her single point of contact and email her back tomorrow [redacted] only wants to be emailed and NOT telephoned! - JEH 1:17p Claimed by mjc - DT 11:16a there's spill residue on the ssd who pulled this thing? - AL 3:42p Customer was expecting that if the RECO on the Seagate drive was unsuccessful we would go straight into doing Reco on the [redacted] ***This didn't happen for one reason or anotherAnyway DT suggested pulling the drive from the MBA (courtesy that) and move the drive to RECO- CAL 3:03p Print receipt - R2:47p Team assignments set to : GenService - R2:47p INTAKE at Intake - CAL 2:47p Marked incomplete at Intake - CAL 2:47p Automated Service Complete Email sent to [redacted] - 5:53p vmbox is full- AL 5:35p Service Complete AL 5:35p didn't find anything other than what is already on this drive- AL 5:51p hmm, comparing reco scan with whatever she already has on the drive currently- AL 9:38a PLEASE NOTE THESE LOCATIONS inch [redacted] and Porsche Design Drive marked Callentine ,P, @51D We are hanging on to the computer and additional drive, if further work is needed- R5:17p Automated Repair Received Email sent to [redacted] - 5:13p The customer came in originally to solve a data management issue, where she mistakenly deleted her [redacted] desktop folder, not realizing that the folder on the desktop, connected to [redacted] is set to sync all changes, so when she deleted the folder from the computer to attempt to get some space, [redacted] deleted the files as well [redacted] has a policy of retaining data for days, until it is permanently deletedIt is a little bit past that time, but [redacted] said that they would at least look into itBecause otherwise, we're looking at full on data recoThe customer told us that in her bid to remove clutter from her computer, some files got moved to the computer, from the Seagate then backed up to [redacted] , then those files on the Seagate drive, got deletedAfter much discussion with CPB and Deb, it was decided the thing to do to best recover the data, the portable hard drive should have a data reco attempt to try to recover deleted data that the customer is looking forWe have her computer here, as well as an alternate Lacie drive that serves as a backup from year ago, which is noted in the accessories box- R5:12p Print receipt - R5:01p Team assignments set to : Reco - R5:01p INTAKE receipt printed - R4:56p Team assignments set to : Reco - R4:55p Created R3:**p
We received [redacted]’s iMac on October [redacted],, 2015. The issue she was reporting was that it would shut down halfway through startup. At drop-off, customer was already upset that her computer was not working and a manager spoke to her to calm her. Independently, she had replaced the original...
hard drive with one purchased at another retail store. We do not know who installed it for her although it is not considered something a non-professional should do. We informed her that if her original hard drive, which she also provided to us, was found to be in working order, we would put it back in the computer for no additional charge and give her the newly purchased drive to send back to the store she purchased it from. She paid our standard diagnostic fee of $150 plus tax for us to diagnose the shutdown issue. When we diagnose a computer we only charge the diagnostic fee. If the customer elects to repair their computer they only pay the p rice of the parts that are required. There is no additional labor charge. When we diagnose we do not test each part, but instead focus on solving the issue the customer is having. There is no way to “test” each part independently.The technician saw that the hard drive sensor was failing and emailed and called on November [redacted] and again on November [redacted] to confirm with the customer that she wanted us to put the original hard drive back in the computer. There would have been no additional charge for this.Customer responded to us November [redacted] stating that her contact information was out of date. We updated it and proceeded with the hard drive replacement the same day. At this point, the technician discovered that replacing the hard drive would not correct her issue and ordered a graphics card for testing. We received the test part on Saturday, November [redacted] and confirmed later that day that it was likely the logic board was failing at minimum. It is not uncommon for a diagnosis to change during the process of repairing a computer. Throughout this process, we kept in ongoing communication with the customer, there were no additional charges and the customer could have declined any further repairs at any time. She was not responsible for the cost of parts to diagnose the computerThe technician was told on Saturday, November [redacted] that the customer would not be pursuing the replacement of the logic board with us and would be coming to pick up their computer. The email that [redacted] refers to was sent out automatically on the next business day. When we conduct a diagnosis we put our findings on the invoice which are given to the customer when they pickup their equipment. The customer never came to pick up her computer.The technician spoke to customer on the afternoon of November [redacted]. Customer was upset with the price of the logic board and aggressively questioned the technician’s abilities and the diagnosis. On December [redacted], almost a month later, customer brought in a logic board they had purchased elsewhere. We informed her that we could not warranty any parts supplied by her since we had no way to know they were working when they arrived or had been handled correctly. We also told her that if we used her parts we could not warranty the repair for one year as is our policy for the same reasons.At no point did we make or even suggest that she purchase a logic board that wasn’t needed in the first place. We communicated with her that we believed the logic board was the most likely part needed. She, on her own, went out and bought a logic board. We installed the replacement logic board and the issue persisted which meant that it was likely an additional part was needed. When parts supplied by [redacted] are used, the customer bears no liability for any cost associated with the failure of those parts during the diagnostic process. Additionally, the customer was still free to decline any repair and was not being charged any additional labor for the extensive time this diagnosis was taking.On December [redacted], a service manager, Deb, contacted the customer to apologize for any frustration she might be feeling. We value our customers and managers commonly reach out to them if additional time and attention is needed to make them feel satisfied with our service. Deb also gave them updates on December [redacted] in addition to the technician’s updates. The diagnostic process required many test parts and the customer was clearly frustrated and nervous about the final outcome. On December [redacted] after additional diagnosis, we determined that three parts were failing. Deb called the customer who said that she did not understand technical things and put her friend [redacted] on the phone. [redacted] said he should be the point of contact for the manager. The computer was exhibiting what is known as a cascading failure. In a cascading failure, one failing part can cause the failure of successive parts that are placed in the computer to diagnose. It needed a rear housing which costs $3 21.00, power supply which costs $109.00 and logic board which costs $859.00 in order to be repaired. They were under no obligation to have us perform the repair. They were free to decline the repair and would have incurred no additional charges. We were only telling them at that point what we had confirmed would be required to repair the computer. All parts were ordered through [redacted]’s authorized service channels and not through an “[redacted] store”. We do not know if the logic board she provided was in working order when she gave it to us. We only know that it was not working when we installed it. Because her computer had parts that were damaging test parts, it if possible that the logic board became inoperable because of the failure of parts already in her machine, however there is no way to know that for sure. As stated previously, when parts supplied by [redacted] are used, the customer bears no liability for any cost associated with the failure of those parts during the diagnostic process. Additionally, [redacted] was told at the outset that we could not warranty any parts supplied by her since we had no way to know they were working when they arrived or had been handled correctly.Because we believe strongly in doing right by our customers, we offered to split the cost of a replacement logic board with the customer even though we were under no obligation to do so. The final cost for this repair would be $1,099 including the diagnostic fee she has already paid. The customer is under no obligation to proceed with this repair and if she declines she can pick up her computer at no additional charge. Since December [redacted], Deb has left messages for the customer to find out what they would like to do and has received no response.
We have reviewed the complaint by the customer and see no wrongdoing or wrongful charges made to her account. See attached invoices.The customer brought in a computer for repair. During normal business processes, we request information or approval from the customer in order to complete...
or move forward with doing any work. At the time the customer submitted her computer for repair, we provided a "loaner" computer to her at no charge. This is a service that we do for customers who are part of our "Insider" program. This customer was not part of the program, however the manager extended a courtesy to her because she complained about the length of time her repair was taking, many issues were identified which are described in detail below. This was due in part to her lack of response for information, nevertheless, the loaner allowed the customer to work without any downtime while her computer was being repaired. A condition of our loaner program is that the loaner must be returned to us within 3 days after the customer's repair is complete. This customer kept the loaner for several months after she was informed her computer was ready for pickup.The notes on file are extensive and are copied below. The customer was contacted repeatedly throughout the course of last several months and was made aware that she would be charged weekly for the "loaner" and compelling her to return it promptly.The repair work that was done to her computer was ultimately done "free of charge", however, the charges that she is disputing are for the loaner, which she kept for an unreasonable amount of time after we had already given her the courtesy of "no charge" for her repair as well as "no charge" for the initial loaner for several months.It is our position that we have not done anything to warrant this complaint and no refund is due to the customer. The customer returned the rental on 6/**/16 after having it for 5 months, of which she was charged for only 2 of those months. Below are the notes on her order from most recent to oldest: Return Authorized : charlest (@ Charles Tuason MBA11). - 6/**/16 4:35p Authorized pick up agent came in and picked up the machine + both drives. We did not go over any of the components of the repair. I talked to [redacted] about it and went forward with the pick up. The rental was dropped off with some damage to the top half of the hard plastic case. The customer is aware that this might add some cost to the rental. The authorized pick up agent asked briefly about charges and I let him know that DT and CYT would be in contact. Rental was put back at config. - KEG 6/**/16 4:38p Done KEG 6/**/16 1:58p The sro that has the rental dispute on it is [redacted] - DT 6/**/16 11:14a See sro for rental charges. She still has our rental. ALL COMMUNICATION GOING FORWARD SHOULD BE WITH CHARLES. She must return our rental before we can give her computer back to her. I have recommended to Charles that we courtesy a messenger to pick up our rental and then round trip her computer and data back to her. It would be better if she did NOT come back into the store. - DT 6/**/16 11:13a Going to begin transferring this credit to rental extensions. CC on file was declined so this may be all we can recoup - DIL 4/**/16 5:08p Left message for [redacted]. This customer has our rental and we have been clear that there are daily fees going forward since Monday. - DT 4/**/16 6:59p Called and left another message. She needs to return the rental by today or we will begin to charge her rental fees. We will send a messenger to pick it up and deliver her computer if necessary. Also sending a follow-up email. - DT 4/**/16 3:30p DT IS THE SOLE POINT OF CONTACT FOR THIS CUSTOMER - DT 4/*/16 3:19p Service Complete DT 4/*/16 3:18p [redacted] emailed to say that she does not feel she can communicate with me and would like to speak to a different service manager. Spoke to STL and we will not be providing any further service for this person. Called and left message for customer. SHE MUST BRING THE RENTAL BACK BY MONDAY END OF DAY OR WE WILL BEGIN TO CHARGE HER THE DAILY RATE. Please do not refund her any money until she bring the rental back. - DT 4/*/16 2:56p Customer called in demanding to speak to either BMO or JEH, when she had just had a long conversation with DT. She was adamant that she be allowsed to speak with BMO or JEH, but I told her that DT was the manager that was assigned to her case and it was not in my power to change that. - ERH 4/*/16 4:23p Spoke to the customer. She is going to email me a good time on Friday when she can come in and sit with Kim and go over the data. - DT 4/6/16 4:08p Called [redacted] and left message. The time for her to come is when Kim is here: Wed afternoon, Friday afternoon and Saturday (but preferably a weekday). We cannot proceed until we can confirm that we can erase the computer. I have put together the components for a 4tb built drive for her. This should be large enough for her data. - DT 4/*/16 7:18p Price of line item's pn: recot2w/d was changed from $279.95 by deb - 4/*/16 7:12p The hard drive has data on it that is greyed out and corrupted. Some of it is on one of the external drives. We need to sit with the customer and confirm that we know where all of the data is and that she knows where we may be removing data from the computer that is corrupted and will not be on the computer when she is getting it back. She should also purchase a new external drive for the data. - DT 4/*/16 7:07p Drive Assessment: (1.96TB used / 3TB) - LaCie Porsche backup drive• Drive DX: all green• Disk Utility: took a bit but verifies • Notes: theres just more folders of random files on this drive too... - KNS 4/*/16 3:23p Drive Assessment: (205GB used / 2TB) - small Seagate backup drive• Drive DX: all green• Disk Utility: verifies • Notes: drive mounts and has 3600 files in the root of the drive.... - KNS 4/*/16 2:56p Called customer and left message to check in. If she has any issues going forward please direct her my way. - DT 4/*/16 2:52p Soft KNS 4/*/16 1:06p backup of data on MBA in progress @ KNS bench - KNS 4/*/16 1:05p Drive Assessment: (448GB used / 500GB) • Drive DX: all green• Disk Utility: invalid directory item count, volume bitmap needs minor repair for orphaned blocks, invalid volume free block count, volume found corrupt and needs repair - KNS 4/4/16 1:01p Talked to [redacted]. She has calmed considerably and is reasonable now. She paid for a Soft2 to go forward with the work that [redacted] outlined in previous blue notes. She refuses to speak to CPB but other than that is okay. I gave the work to KNS, with a TAT of Thursday and the customer seems to completely understand the current situation now. - JEH 4/*/16 6:51p per JEH, KNS will go ahead w/ this work - CPB 4/*/16 5:56p Claimed by KNS - CPB 4/*/16 5:56p Team assignments changed from : to Team B - CPB 4/*/16 11:45a Customer is coming in tomorrow to do the software work that was originally quoted. We gave her a refund but she states that the bank has not processed this refund. I informed her that it was refunded back on 3/**/16. - BMO 4/*/16 8:45p Print receipt - RJA 4/*/16 7:51p Team assignments set to : Gen. Service - RJA 4/*/16 7:51p Her login email for everything is: [redacted]Her password is: (deleted for this Complaint to protect customer's privacy) - CET 4/*/16 7:51p - Basically we're going to be gathering all of her information from [redacted], [redacted] & her computer and compiling it into one backup on her external drive. She expects us to double check that she had no duplicates of any documents on her computer since this is what she was told in the first time she came. - I showed her how to backup her rental with time machine to get all the information off of it & how to copy individual files onto her external also. BMO approved the extension of the rental with no payments due to the situation she's in. I also showed her how [redacted] is syncing with her computer all the time, taking up unnecessary amounts of space & showed her how to unsync [redacted] since the only way she could use it without it taking up space is to only download files from the web. - BMO spoke with her to confirm the situation also, heads up JEH. - CET 4/*/16 7:39p INTAKE - List of items taking up large amounts of space on her hard drive. * iMovie 2.6gb * Adobe Media Encoder 1.8gb * iDVD 1.6gb * lost + found folder 9.8gb [redacted] folders take up 50gb * Almost 50,000 photos on the macbook. - CET 4/*/16 7:23p Called and left another message. Does she approve us proceeding with eliminating the greyed out files? Is there other work she would like to have done? We need her permission to proceed. - DT 3/**/16 1:53p put on a team for visibility - hold since we're still waiting for response from cust - CPB 3/**/16 11:28a Hold I have placed this on internal hold. - CPB 3[redacted]/16 11:28a Team assignments changed from : to Team A - CPB 3/**/16 11:28a Took a look at her computer and the data. I remember that her main issue when she was dropping it off was that she seemed to have much more photo data taking up her hd space (150GB) than made sense and that she has many alias some grayed out that also need to be deleted. I recommend that a tech sit with her for half an hour to make a list of these issues and make a plan. She has a 512GB drive so it seems that she should be able to fit most of it on there. Called customer and left message to that effect. - DT 3/**/16 3:32p • Spoke to cust yesterday and had a challenging conversation. She claims not to have received my email from last week saying we're refunding / giving back to her as is• Upon conferring with GMC + DT + STL, wrote email to cust with a succinct list of questions we need answered. CC'd DT• As of this blue note, still waiting on a response from cust - CPB 3/**/16 1:25p Customer called in expecting that this would be done. I told her it wasn't because we didn't have enough information to proceed. She says she can provide whatever information we need. I have asked CPB to call her when he gets out of his meeting. - DT 3/16/16 4:37p INTAKE at [redacted] x 454 - DT 3/**/16 4:36p Marked incomplete at [redacted] x 454 - DT 3/**/16 4:36p Return Authorized : deb (@ [redacted] x 454). - 3/16/16 4:24p Return Authorized : deb (@ [redacted] x 454). - 3/16/16 4:23p Price of line item's pn: recot2w/d was changed from $399 by deb - 3/**/16 4:23p customer emailed me unexpectedly today asking if software work had been done. I replied, pasting an email I sent on the [redacted], that stated we are refunding everything and returning the unit as is. Also reminded to bring back the rental. - CPB 3/**/16 11:47a outtake note: customer refused to provide us specific on software work, stating several times that "we already know" and "whoever I worked with when I dropped it off" knows everything. RJA did not. DT + GMC agreed to cut the cord with this customer as she is not willing to help us and is already mad that the computer has been here so long. If she becomes difficult don't hesitate to get the SMOD. - CPB 3/*/16 12:50p Service Complete CPB 3/*/16 12:42p GMC said it appears we've reached an impasse here with the customer and we can offer a full refund / for her to pick up. She has already suggested this course of action. I believe it's best for everyone because this customer is now unwilling to help us help her. - CPB 3/*/16 12:21p customer responded to my email essentially unwilling to provide specific details, per my correspondences yesterday, because "[redacted]" of what she requested. Escalating to GMC... - CPB 3/*/16 11:54a emailed the following:"[redacted]-So here's what I've discovered:2TB Seagate Backup Plus drive has 205GB used3TB LaCie Porsche has roughly 1TB freeThe 3TB LaCie has a Time Machine backup of your computer already, meaning your files and applications are saved there. I am completing an updated backup to it right now.Here's what I found in our notes:"had some issues with using iphoto/photos, itunes, where both would crash when backups were attempted for her iphone""data management issue, where she mistakenly deleted her [redacted] desktop folder, not realizing that the folder on the desktop, connected to [redacted] is set to sync all changes, so when she deleted the folder from the computer to attempt to get some space, [redacted] deleted the files as well. "Here's what I observed:Your data is all over the place and it is not clear what is important to you / what is not. This is why I asked earlier if spending time in the store with a technician will help because there is just too much stuff here for us to make any calls about organizing it. Whatever conversations you have had with us have surrounded the major issue, which was that you lost data in an attempt to make space. There are no specifics as to what you care about, how you wish to consolidate, etc. So we're kind of at square one here, which is that I need you to tell me exactly what you want us to do, where you want the data moved, and of course it's difficult to troubleshoot the specific iPhoto / Photos / iTunes problem without your phone and you here in the store. I can suggest that we get a copy of all data on the 3TB drive, since that will accommodate everything including a Time Machine backup of your computer, but then the question is what happens if that drive fails? You require a long-term solution that is redundant (i.e. if the drive fails you have an updated copy elsewhere) and organized. We need you to tell us what data is important so we can figure out exactly what is necessary. A general idea of the scope of this work leads me to believe it will take a long time and will require a lot of the technician's attention. This work is our tier 2 software wrangling / troubleshooting, which costs $400. With the amount you've paid you'd still be getting $762 back. Please let me know if this is confusing or if you have questions. " - CPB 3/*/16 8:09p INTAKE cust called and boy is she frustrated at the utter and complete confusion surround this SRO. I was trying to tell her there isn't much confusing here except for what she wants now, and to that she replied she has "[redacted]" with regards to wanting her information consolidated (I finally coaxed out, past the frustration, that she wants one backup with all data) and having some software glitches worked out (see a previous SRO created / closed same day). Here's how I left it for now: I'm going to personally grab all the items (computer + backups), see what space availability there is, see what data needs to be "consolidated," identify applications issues, and then write her with a solid game plan. She was very upset at having to "go over all of this again," and at one point said she would just come get it as is. I convinced her to let us come up with a concise game plan and reach out by EOD. She was OK with this by the end of the call. - CPB 3/*/16 3:30p Hold I have placed this on internal hold. - CPB 3/*/16 12:22p emailed the following:"[redacted]-Not sure if you remember me but I was one of a few people you spoke to upon your initial dropoff. I lost track of the ticket after it was brought in for service but have read the extensive narrative since that time. My understanding is the following:We attempted deleted file data recovery from your external and came up with nothingWe attempted the same on the [redacted] SSD and, again, came up with the sameWe observed corrosion from liquid contact on the SSDYou spoke to a service manager, Jeff H[redacted], yesterday and stated that you would like us to help you "consolidate" your information. Please let me know if that all sounds correct or if I have missed something. We are unclear at this time what you mean by "consolidate" the information, so I'd like to give you the opportunity to specify your goal here. In the interest of transparency on all fronts I'd like to have from you, in writing, exactly what you need going forward. Once I have that information I will generate the appropriate quote for further work, assuming that it is feasible. I understand you prefer email communication over telephone. If that changes, let me know, otherwise email works just fine for me. Thanks." - CPB 3/*/16 12:22p Claimed by CPB - MJC 3/**16 2:32p As per last notes by JEH, placing this on CPB bench for him tomorrow. - MJC 3/*/16 2:32p I spoke with [redacted] extensively regarding this SRO. She is extremely confused as to what we are doing and when we are doing it. She's has two failed data recoveries and there is a liquid corrosion inside of her [redacted]. At this point, she wants us to figure out what is going on with her data and consolidate it, whatever that means. Ultimately she needs to clear space off of her machine because it's jam-packed and would like us to assist her with that in some way. She is aware of the liquid damage inside her machine but wants us to do software work on it anyways. I am emailing this to [redacted] to be her single point of contact and email her back tomorrow. [redacted] only wants to be emailed and NOT telephoned! - JEH 3/*/16 2:00p Called customer and left message with the bad news. Giving the hard drive to Manny to put back in the computer. We should mention the corrosion to her. I forgot to do so in my message but she should probably consider replacing this drive with a jet drive. - DT 3/*/16 1:17p Claimed by mjc - DT 3/*/16 1:14p noreco on the ssd, did not find anything more than what's on there. - AL 3/*/16 11:16a there's spill residue on the ssd. who pulled this thing? - AL 2/**/16 3:42p Customer was expecting that if the RECO on the Seagate drive was unsuccessful we would go straight into doing Reco on the [redacted]. This didn't happen for one reason or another. Anyway DT suggested pulling the drive from the MBA (courtesy that) and move the drive to RECO. - CAL 2/**/16 3:03p Print receipt - RJA 2/**/16 2:47p Team assignments set to : Gen. Service - RJA 2/**/16 2:47p INTAKE at Intake 8 - CAL 2/**/16 2:47p Marked incomplete at Intake 8 - CAL 2/**/16 2:47p Automated Service Complete Email sent to [redacted] - 2/**/16 5:53p vmbox is full. - AL 2/**/16 5:35p Service Complete AL 2/**/16 5:35p didn't find anything other than what is already on this drive. - AL 2/**/16 5:51p hmm, comparing reco scan with whatever she already has on the drive currently. - AL 2/*/16 11:27a Claimed by AL - AL 2/*/16 9:38a PLEASE NOTE THESE LOCATIONS. 13 inch [redacted] and Porsche Design Drive marked Callentine ,P, @51D We are hanging on to the computer and additional drive, if further work is needed. - RJA 1/**/16 5:17p Automated Repair Received Email sent to [redacted] - 1/**/16 5:13p The customer came in originally to solve a data management issue, where she mistakenly deleted her [redacted] desktop folder, not realizing that the folder on the desktop, connected to [redacted] is set to sync all changes, so when she deleted the folder from the computer to attempt to get some space, [redacted] deleted the files as well. [redacted] has a policy of retaining data for 30 days, until it is permanently deleted. It is a little bit past that time, but [redacted] said that they would at least look into it. Because otherwise, we're looking at full on data reco. The customer told us that in her bid to remove clutter from her computer, some files got moved to the computer, from the Seagate then backed up to [redacted], then those files on the Seagate drive, got deleted. After much discussion with CPB and Deb, it was decided the thing to do to best recover the data, the portable hard drive should have a data reco attempt to try to recover deleted data that the customer is looking for. We have her computer here, as well as an alternate Lacie drive that serves as a backup from 1 year ago, which is noted in the accessories box. - RJA 1/**/16 5:12p Print receipt - RJA 1/**/16 5:01p Team assignments set to : Reco - RJA 1/**/16 5:01p INTAKE receipt printed - RJA 1/**/16 4:56p Team assignments set to : Reco - RJA 1/**/16 4:55p Created RJA 1/**/16 3:**p
We received [redacted] ’s iMac on October ***,, The issue she was reporting was that it would shut down halfway through startupAt drop-off, customer was already upset that her computer was not working and a manager spoke to her to calm herIndependently, she had replaced the original hard drive with one purchased at another retail storeWe do not know who installed it for her although it is not considered something a non-professional should doWe informed her that if her original hard drive, which she also provided to us, was found to be in working order, we would put it back in the computer for no additional charge and give her the newly purchased drive to send back to the store she purchased it fromShe paid our standard diagnostic fee of $plus tax for us to diagnose the shutdown issueWhen we diagnose a computer we only charge the diagnostic feeIf the customer elects to repair their computer they only pay the p rice of the parts that are requiredThere is no additional labor chargeWhen we diagnose we do not test each part, but instead focus on solving the issue the customer is havingThere is no way to “test” each part independently.The technician saw that the hard drive sensor was failing and emailed and called on November [redacted] and again on November [redacted] to confirm with the customer that she wanted us to put the original hard drive back in the computerThere would have been no additional charge for this.Customer responded to us November [redacted] stating that her contact information was out of dateWe updated it and proceeded with the hard drive replacement the same dayAt this point, the technician discovered that replacing the hard drive would not correct her issue and ordered a graphics card for testingWe received the test part on Saturday, November [redacted] and confirmed later that day that it was likely the logic board was failing at minimumIt is not uncommon for a diagnosis to change during the process of repairing a computerThroughout this process, we kept in ongoing communication with the customer, there were no additional charges and the customer could have declined any further repairs at any timeShe was not responsible for the cost of parts to diagnose the computerThe technician was told on Saturday, November [redacted] that the customer would not be pursuing the replacement of the logic board with us and would be coming to pick up their computerThe email that [redacted] refers to was sent out automatically on the next business dayWhen we conduct a diagnosis we put our findings on the invoice which are given to the customer when they pickup their equipmentThe customer never came to pick up her computer.The technician spoke to customer on the afternoon of November ***Customer was upset with the price of the logic board and aggressively questioned the technician’s abilities and the diagnosisOn December ***, almost a month later, customer brought in a logic board they had purchased elsewhereWe informed her that we could not warranty any parts supplied by her since we had no way to know they were working when they arrived or had been handled correctlyWe also told her that if we used her parts we could not warranty the repair for one year as is our policy for the same reasons.At no point did we make or even suggest that she purchase a logic board that wasn’t needed in the first placeWe communicated with her that we believed the logic board was the most likely part neededShe, on her own, went out and bought a logic boardWe installed the replacement logic board and the issue persisted which meant that it was likely an additional part was neededWhen parts supplied by [redacted] are used, the customer bears no liability for any cost associated with the failure of those parts during the diagnostic processAdditionally, the customer was still free to decline any repair and was not being charged any additional labor for the extensive time this diagnosis was taking.On December ***, a service manager, Deb, contacted the customer to apologize for any frustration she might be feelingWe value our customers and managers commonly reach out to them if additional time and attention is needed to make them feel satisfied with our serviceDeb also gave them updates on December [redacted] in addition to the technician’s updatesThe diagnostic process required many test parts and the customer was clearly frustrated and nervous about the final outcomeOn December [redacted] after additional diagnosis, we determined that three parts were failingDeb called the customer who said that she did not understand technical things and put her friend [redacted] on the phone [redacted] said he should be the point of contact for the managerThe computer was exhibiting what is known as a cascading failureIn a cascading failure, one failing part can cause the failure of successive parts that are placed in the computer to diagnoseIt needed a rear housing which costs $21.00, power supply which costs $and logic board which costs $in order to be repairedThey were under no obligation to have us perform the repairThey were free to decline the repair and would have incurred no additional chargesWe were only telling them at that point what we had confirmed would be required to repair the computerAll parts were ordered through ***’s authorized service channels and not through an “ [redacted] store”We do not know if the logic board she provided was in working order when she gave it to usWe only know that it was not working when we installed itBecause her computer had parts that were damaging test parts, it if possible that the logic board became inoperable because of the failure of parts already in her machine, however there is no way to know that for sureAs stated previously, when parts supplied by [redacted] are used, the customer bears no liability for any cost associated with the failure of those parts during the diagnostic processAdditionally, [redacted] was told at the outset that we could not warranty any parts supplied by her since we had no way to know they were working when they arrived or had been handled correctly.Because we believe strongly in doing right by our customers, we offered to split the cost of a replacement logic board with the customer even though we were under no obligation to do soThe final cost for this repair would be $1,including the diagnostic fee she has already paidThe customer is under no obligation to proceed with this repair and if she declines she can pick up her computer at no additional chargeSince December ***, Deb has left messages for the customer to find out what they would like to do and has received no response
We have reviewed the complaint by the customer and see no wrongdoing or wrongful charges made to her account See attached invoices.The customer brought in a computer for repair During business processes, we request information or approval from the customer in order to complete or move forward with doing any work At the time the customer submitted her computer for repair, we provided a "loaner" computer to her at no charge This is a service that we do for customers who are part of our "Insider" program This customer was not part of the program, however the manager extended a courtesy to her because she complained about the length of time her repair was taking, many issues were identified which are described in detail below This was due in part to her lack of response for information, nevertheless, the loaner allowed the customer to work without any downtime while her computer was being repaired A condition of our loaner program is that the loaner must be returned to us within days after the customer's repair is complete This customer kept the loaner for several months after she was informed her computer was ready for pickup.The notes on file are extensive and are copied below The customer was contacted repeatedly throughout the course of last several months and was made aware that she would be charged weekly for the "loaner" and compelling her to return it promptly.The repair work that was done to her computer was ultimately done "free of charge", however, the charges that she is disputing are for the loaner, which she kept for an unreasonable amount of time after we had already given her the courtesy of "no charge" for her repair as well as "no charge" for the initial loaner for several months.It is our position that we have not done anything to warrant this complaint and no refund is due to the customer The customer returned the rental on after having it for months, of which she was charged for only of those monthsBelow are the notes on her order from most recent to oldest: Return Authorized : charlest (@ Charles Tuason MBA11)- 4:35p Authorized pick up agent came in and picked up the machine + both drivesWe did not go over any of the components of the repairI talked to [redacted] about it and went forward with the pick upThe rental was dropped off with some damage to the top half of the hard plastic caseThe customer is aware that this might add some cost to the rentalThe authorized pick up agent asked briefly about charges and I let him know that DT and CYT would be in contactRental was put back at config- KEG 4:38p Done KEG 1:58p The sro that has the rental dispute on it is [redacted] - DT 11:14a See sro for rental chargesShe still has our rentalALL COMMUNICATION GOING FORWARD SHOULD BE WITH CHARLESShe must return our rental before we can give her computer back to herI have recommended to Charles that we courtesy a messenger to pick up our rental and then round trip her computer and data back to herIt would be better if she did NOT come back into the store- DT 11:13a Going to begin transferring this credit to rental extensionsCC on file was declined so this may be all we can recoup - DIL 5:08p Left message for ***This customer has our rental and we have been clear that there are daily fees going forward since Monday- DT 6:59p Called and left another messageShe needs to return the rental by today or we will begin to charge her rental feesWe will send a messenger to pick it up and deliver her computer if necessaryAlso sending a follemail- DT 3:30p DT IS THE SOLE POINT OF CONTACT FOR THIS CUSTOMER - DT 3:18p [redacted] emailed to say that she does not feel she can communicate with me and would like to speak to a different service managerSpoke to STL and we will not be providing any further service for this personCalled and left message for customer SHE MUST BRING THE RENTAL BACK BY MONDAY END OF DAY OR WE WILL BEGIN TO CHARGE HER THE DAILY RATEPlease do not refund her any money until she bring the rental back - DT 4:23p Spoke to the customerShe is going to email me a good time on Friday when she can come in and sit with Kim and go over the data- DT 4/6/4:08p Called [redacted] and left messageThe time for her to come is when Kim is here: Wed afternoon, Friday afternoon and Saturday (but preferably a weekday)We cannot proceed until we can confirm that we can erase the computerI have put together the components for a 4tb built drive for herThis should be large enough for her data- DT 7:12p The hard drive has data on it that is greyed out and corruptedSome of it is on one of the external drivesWe need to sit with the customer and confirm that we know where all of the data is and that she knows where we may be removing data from the computer that is corrupted and will not be on the computer when she is getting it backShe should also purchase a new external drive for the data- DT 3:23p Drive Assessment: (205GB used / 2TB) - small Seagate backup drive• Drive DX: all green• Disk Utility: verifies • Notes: drive mounts and has files in the root of the drive- KNS 2:52p Soft KNS 1:05p Drive Assessment: (448GB used / 500GB) • Drive DX: all green• Disk Utility: invalid directory item count, volume bitmap needs minor repair for orphaned blocks, invalid volume free block count, volume found corrupt and needs repair - KNS 4/4/1:01p Talked to *** She has calmed considerably and is reasonable now She paid for a Softto go forward with the work that [redacted] outlined in previous blue notes She refuses to speak to CPB but other than that is okay I gave the work to KNS, with a TAT of Thursday and the customer seems to completely understand the current situation now- JEH 5:56p Claimed by KNS - CPB 11:45a Customer is coming in tomorrow to do the software work that was originally quotedWe gave her a refund but she states that the bank has not processed this refundI informed her that it was refunded back on - BMO 7:51p Team assignments set to : GenService - R7:51p - Basically we're going to be gathering all of her information from [redacted] , [redacted] & her computer and compiling it into one backup on her external drive She expects us to double check that she had no duplicates of any documents on her computer since this is what she was told in the first time she came - I showed her how to backup her rental with time machine to get all the information off of it & how to copy individual files onto her external alsoBMO approved the extension of the rental with no payments due to the situation she's inI also showed her how [redacted] is syncing with her computer all the time, taking up unnecessary amounts of space & showed her how to unsync [redacted] since the only way she could use it without it taking up space is to only download files from the web - BMO spoke with her to confirm the situation also, heads up JEH- CET 7:23p Called and left another messageDoes she approve us proceeding with eliminating the greyed out files? Is there other work she would like to have done? We need her permission to proceed- DT 1:53p put on a team for visibility - hold since we're still waiting for response from cust - CPB 11:28a Hold I have placed this on internal hold - CPB 3***/11:28a Team assignments changed from : to Team A - CPB 11:28a Took a look at her computer and the dataI remember that her main issue when she was dropping it off was that she seemed to have much more photo data taking up her hd space (150GB) than made sense and that she has many alias some grayed out that also need to be deletedI recommend that a tech sit with her for half an hour to make a list of these issues and make a planShe has a 512GB drive so it seems that she should be able to fit most of it on thereCalled customer and left message to that effect - DT 3:32p • Spoke to cust yesterday and had a challenging conversationShe claims not to have received my email from last week saying we're refunding / giving back to her as is• Upon conferring with GMC + DT + STL, wrote email to cust with a succinct list of questions we need answeredCC'd DT• As of this blue note, still waiting on a response from cust - CPB 1:25p Customer called in expecting that this would be doneI told her it wasn't because we didn't have enough information to proceedShe says she can provide whatever information we needI have asked CPB to call her when he gets out of his meeting- DT 3/16/4:37p INTAKE at [redacted] x - DT 4:36p Marked incomplete at [redacted] x - DT 4:36p Return Authorized : deb (@ [redacted] x 454)- 3/16/4:24p Return Authorized : deb (@ [redacted] x 454)- 3/16/4:23p Price of line item's pn: recot2w/d was changed from $by deb - 4:23p customer emailed me unexpectedly today asking if software work had been doneI replied, pasting an email I sent on the ***, that stated we are refunding everything and returning the unit as isAlso reminded to bring back the rental - CPB 11:47a outtake note: customer refused to provide us specific on software work, stating several times that "we already know" and "whoever I worked with when I dropped it off" knows everythingRdid notDT + GMC agreed to cut the cord with this customer as she is not willing to help us and is already mad that the computer has been here so longIf she becomes difficult don't hesitate to get the SMOD- CPB 12:42p GMC said it appears we've reached an impasse here with the customer and we can offer a full refund / for her to pick upShe has already suggested this course of actionI believe it's best for everyone because this customer is now unwilling to help us help her- CPB 11:54a emailed the following:"***-So here's what I've discovered:2TB Seagate Backup Plus drive has 205GB used3TB LaCie Porsche has roughly 1TB freeThe 3TB LaCie has a Time Machine backup of your computer already, meaning your files and applications are saved thereI am completing an updated backup to it right now.Here's what I found in our notes:"had some issues with using iphoto/photos, itunes, where both would crash when backups were attempted for her iphone""data management issue, where she mistakenly deleted her [redacted] desktop folder, not realizing that the folder on the desktop, connected to [redacted] is set to sync all changes, so when she deleted the folder from the computer to attempt to get some space, [redacted] deleted the files as well"Here's what I observed:Your data is all over the place and it is not clear what is important to you / what is notThis is why I asked earlier if spending time in the store with a technician will help because there is just too much stuff here for us to make any calls about organizing itWhatever conversations you have had with us have surrounded the major issue, which was that you lost data in an attempt to make spaceThere are no specifics as to what you care about, how you wish to consolidate, etcSo we're kind of at square one here, which is that I need you to tell me exactly what you want us to do, where you want the data moved, and of course it's difficult to troubleshoot the specific iPhoto / Photos / iTunes problem without your phone and you here in the storeI can suggest that we get a copy of all data on the 3TB drive, since that will accommodate everything including a Time Machine backup of your computer, but then the question is what happens if that drive fails? You require a long-term solution that is redundant (i.eif the drive fails you have an updated copy elsewhere) and organizedWe need you to tell us what data is important so we can figure out exactly what is necessaryA general idea of the scope of this work leads me to believe it will take a long time and will require a lot of the technician's attentionThis work is our tier software wrangling / troubleshooting, which costs $With the amount you've paid you'd still be getting $back Please let me know if this is confusing or if you have questions" - CPB 3:30p Hold I have placed this on internal hold - CPB 12:22p Claimed by CPB - MJC 2:32p I spoke with [redacted] extensively regarding this SRO She is extremely confused as to what we are doing and when we are doing it She's has two failed data recoveries and there is a liquid corrosion inside of her [redacted] *** At this point, she wants us to figure out what is going on with her data and consolidate it, whatever that means Ultimately she needs to clear space off of her machine because it's jam-packed and would like us to assist her with that in some way She is aware of the liquid damage inside her machine but wants us to do software work on it anyways I am emailing this to [redacted] to be her single point of contact and email her back tomorrow [redacted] only wants to be emailed and NOT telephoned! - JEH 1:17p Claimed by mjc - DT 11:16a there's spill residue on the ssd who pulled this thing? - AL 3:42p Customer was expecting that if the RECO on the Seagate drive was unsuccessful we would go straight into doing Reco on the [redacted] ***This didn't happen for one reason or anotherAnyway DT suggested pulling the drive from the MBA (courtesy that) and move the drive to RECO- CAL 3:03p Print receipt - R2:47p Team assignments set to : GenService - R2:47p INTAKE at Intake - CAL 2:47p Marked incomplete at Intake - CAL 2:47p Automated Service Complete Email sent to [redacted] - 5:53p vmbox is full- AL 5:35p Service Complete AL 5:35p didn't find anything other than what is already on this drive- AL 5:51p hmm, comparing reco scan with whatever she already has on the drive currently- AL 9:38a PLEASE NOTE THESE LOCATIONS inch [redacted] and Porsche Design Drive marked Callentine ,P, @51D We are hanging on to the computer and additional drive, if further work is needed- R5:17p Automated Repair Received Email sent to [redacted] - 5:13p The customer came in originally to solve a data management issue, where she mistakenly deleted her [redacted] desktop folder, not realizing that the folder on the desktop, connected to [redacted] is set to sync all changes, so when she deleted the folder from the computer to attempt to get some space, [redacted] deleted the files as well [redacted] has a policy of retaining data for days, until it is permanently deletedIt is a little bit past that time, but [redacted] said that they would at least look into itBecause otherwise, we're looking at full on data recoThe customer told us that in her bid to remove clutter from her computer, some files got moved to the computer, from the Seagate then backed up to [redacted] , then those files on the Seagate drive, got deletedAfter much discussion with CPB and Deb, it was decided the thing to do to best recover the data, the portable hard drive should have a data reco attempt to try to recover deleted data that the customer is looking forWe have her computer here, as well as an alternate Lacie drive that serves as a backup from year ago, which is noted in the accessories box- R5:12p Print receipt - R5:01p Team assignments set to : Reco - R5:01p INTAKE receipt printed - R4:56p Team assignments set to : Reco - R4:55p Created R3:**p
We received [redacted]’s iMac on October [redacted],, 2015. The issue she was reporting was that it would shut down halfway through startup. At drop-off, customer was already upset that her computer was not working and a manager spoke to her to calm her. Independently, she had replaced the original...
hard drive with one purchased at another retail store. We do not know who installed it for her although it is not considered something a non-professional should do. We informed her that if her original hard drive, which she also provided to us, was found to be in working order, we would put it back in the computer for no additional charge and give her the newly purchased drive to send back to the store she purchased it from. She paid our standard diagnostic fee of $150 plus tax for us to diagnose the shutdown issue. When we diagnose a computer we only charge the diagnostic fee. If the customer elects to repair their computer they only pay the p rice of the parts that are required. There is no additional labor charge. When we diagnose we do not test each part, but instead focus on solving the issue the customer is having. There is no way to “test” each part independently.The technician saw that the hard drive sensor was failing and emailed and called on November [redacted] and again on November [redacted] to confirm with the customer that she wanted us to put the original hard drive back in the computer. There would have been no additional charge for this.Customer responded to us November [redacted] stating that her contact information was out of date. We updated it and proceeded with the hard drive replacement the same day. At this point, the technician discovered that replacing the hard drive would not correct her issue and ordered a graphics card for testing. We received the test part on Saturday, November [redacted] and confirmed later that day that it was likely the logic board was failing at minimum. It is not uncommon for a diagnosis to change during the process of repairing a computer. Throughout this process, we kept in ongoing communication with the customer, there were no additional charges and the customer could have declined any further repairs at any time. She was not responsible for the cost of parts to diagnose the computerThe technician was told on Saturday, November [redacted] that the customer would not be pursuing the replacement of the logic board with us and would be coming to pick up their computer. The email that [redacted] refers to was sent out automatically on the next business day. When we conduct a diagnosis we put our findings on the invoice which are given to the customer when they pickup their equipment. The customer never came to pick up her computer.The technician spoke to customer on the afternoon of November [redacted]. Customer was upset with the price of the logic board and aggressively questioned the technician’s abilities and the diagnosis. On December [redacted], almost a month later, customer brought in a logic board they had purchased elsewhere. We informed her that we could not warranty any parts supplied by her since we had no way to know they were working when they arrived or had been handled correctly. We also told her that if we used her parts we could not warranty the repair for one year as is our policy for the same reasons.At no point did we make or even suggest that she purchase a logic board that wasn’t needed in the first place. We communicated with her that we believed the logic board was the most likely part needed. She, on her own, went out and bought a logic board. We installed the replacement logic board and the issue persisted which meant that it was likely an additional part was needed. When parts supplied by [redacted] are used, the customer bears no liability for any cost associated with the failure of those parts during the diagnostic process. Additionally, the customer was still free to decline any repair and was not being charged any additional labor for the extensive time this diagnosis was taking.On December [redacted], a service manager, Deb, contacted the customer to apologize for any frustration she might be feeling. We value our customers and managers commonly reach out to them if additional time and attention is needed to make them feel satisfied with our service. Deb also gave them updates on December [redacted] in addition to the technician’s updates. The diagnostic process required many test parts and the customer was clearly frustrated and nervous about the final outcome. On December [redacted] after additional diagnosis, we determined that three parts were failing. Deb called the customer who said that she did not understand technical things and put her friend [redacted] on the phone. [redacted] said he should be the point of contact for the manager. The computer was exhibiting what is known as a cascading failure. In a cascading failure, one failing part can cause the failure of successive parts that are placed in the computer to diagnose. It needed a rear housing which costs $3 21.00, power supply which costs $109.00 and logic board which costs $859.00 in order to be repaired. They were under no obligation to have us perform the repair. They were free to decline the repair and would have incurred no additional charges. We were only telling them at that point what we had confirmed would be required to repair the computer. All parts were ordered through [redacted]’s authorized service channels and not through an “[redacted] store”. We do not know if the logic board she provided was in working order when she gave it to us. We only know that it was not working when we installed it. Because her computer had parts that were damaging test parts, it if possible that the logic board became inoperable because of the failure of parts already in her machine, however there is no way to know that for sure. As stated previously, when parts supplied by [redacted] are used, the customer bears no liability for any cost associated with the failure of those parts during the diagnostic process. Additionally, [redacted] was told at the outset that we could not warranty any parts supplied by her since we had no way to know they were working when they arrived or had been handled correctly.Because we believe strongly in doing right by our customers, we offered to split the cost of a replacement logic board with the customer even though we were under no obligation to do so. The final cost for this repair would be $1,099 including the diagnostic fee she has already paid. The customer is under no obligation to proceed with this repair and if she declines she can pick up her computer at no additional charge. Since December [redacted], Deb has left messages for the customer to find out what they would like to do and has received no response.
We have reviewed the complaint by the customer and see no wrongdoing or wrongful charges made to her account. See attached invoices.The customer brought in a computer for repair. During normal business processes, we request information or approval from the customer in order to complete...
or move forward with doing any work. At the time the customer submitted her computer for repair, we provided a "loaner" computer to her at no charge. This is a service that we do for customers who are part of our "Insider" program. This customer was not part of the program, however the manager extended a courtesy to her because she complained about the length of time her repair was taking, many issues were identified which are described in detail below. This was due in part to her lack of response for information, nevertheless, the loaner allowed the customer to work without any downtime while her computer was being repaired. A condition of our loaner program is that the loaner must be returned to us within 3 days after the customer's repair is complete. This customer kept the loaner for several months after she was informed her computer was ready for pickup.The notes on file are extensive and are copied below. The customer was contacted repeatedly throughout the course of last several months and was made aware that she would be charged weekly for the "loaner" and compelling her to return it promptly.The repair work that was done to her computer was ultimately done "free of charge", however, the charges that she is disputing are for the loaner, which she kept for an unreasonable amount of time after we had already given her the courtesy of "no charge" for her repair as well as "no charge" for the initial loaner for several months.It is our position that we have not done anything to warrant this complaint and no refund is due to the customer. The customer returned the rental on 6/**/16 after having it for 5 months, of which she was charged for only 2 of those months. Below are the notes on her order from most recent to oldest: Return Authorized : charlest (@ Charles Tuason MBA11). - 6/**/16 4:35p Authorized pick up agent came in and picked up the machine + both drives. We did not go over any of the components of the repair. I talked to [redacted] about it and went forward with the pick up. The rental was dropped off with some damage to the top half of the hard plastic case. The customer is aware that this might add some cost to the rental. The authorized pick up agent asked briefly about charges and I let him know that DT and CYT would be in contact. Rental was put back at config. - KEG 6/**/16 4:38p Done KEG 6/**/16 1:58p The sro that has the rental dispute on it is [redacted] - DT 6/**/16 11:14a See sro for rental charges. She still has our rental. ALL COMMUNICATION GOING FORWARD SHOULD BE WITH CHARLES. She must return our rental before we can give her computer back to her. I have recommended to Charles that we courtesy a messenger to pick up our rental and then round trip her computer and data back to her. It would be better if she did NOT come back into the store. - DT 6/**/16 11:13a Going to begin transferring this credit to rental extensions. CC on file was declined so this may be all we can recoup - DIL 4/**/16 5:08p Left message for [redacted]. This customer has our rental and we have been clear that there are daily fees going forward since Monday. - DT 4/**/16 6:59p Called and left another message. She needs to return the rental by today or we will begin to charge her rental fees. We will send a messenger to pick it up and deliver her computer if necessary. Also sending a follow-up email. - DT 4/**/16 3:30p DT IS THE SOLE POINT OF CONTACT FOR THIS CUSTOMER - DT 4/*/16 3:19p Service Complete DT 4/*/16 3:18p [redacted] emailed to say that she does not feel she can communicate with me and would like to speak to a different service manager. Spoke to STL and we will not be providing any further service for this person. Called and left message for customer. SHE MUST BRING THE RENTAL BACK BY MONDAY END OF DAY OR WE WILL BEGIN TO CHARGE HER THE DAILY RATE. Please do not refund her any money until she bring the rental back. - DT 4/*/16 2:56p Customer called in demanding to speak to either BMO or JEH, when she had just had a long conversation with DT. She was adamant that she be allowsed to speak with BMO or JEH, but I told her that DT was the manager that was assigned to her case and it was not in my power to change that. - ERH 4/*/16 4:23p Spoke to the customer. She is going to email me a good time on Friday when she can come in and sit with Kim and go over the data. - DT 4/6/16 4:08p Called [redacted] and left message. The time for her to come is when Kim is here: Wed afternoon, Friday afternoon and Saturday (but preferably a weekday). We cannot proceed until we can confirm that we can erase the computer. I have put together the components for a 4tb built drive for her. This should be large enough for her data. - DT 4/*/16 7:18p Price of line item's pn: recot2w/d was changed from $279.95 by deb - 4/*/16 7:12p The hard drive has data on it that is greyed out and corrupted. Some of it is on one of the external drives. We need to sit with the customer and confirm that we know where all of the data is and that she knows where we may be removing data from the computer that is corrupted and will not be on the computer when she is getting it back. She should also purchase a new external drive for the data. - DT 4/*/16 7:07p Drive Assessment: (1.96TB used / 3TB) - LaCie Porsche backup drive• Drive DX: all green• Disk Utility: took a bit but verifies • Notes: theres just more folders of random files on this drive too... - KNS 4/*/16 3:23p Drive Assessment: (205GB used / 2TB) - small Seagate backup drive• Drive DX: all green• Disk Utility: verifies • Notes: drive mounts and has 3600 files in the root of the drive.... - KNS 4/*/16 2:56p Called customer and left message to check in. If she has any issues going forward please direct her my way. - DT 4/*/16 2:52p Soft KNS 4/*/16 1:06p backup of data on MBA in progress @ KNS bench - KNS 4/*/16 1:05p Drive Assessment: (448GB used / 500GB) • Drive DX: all green• Disk Utility: invalid directory item count, volume bitmap needs minor repair for orphaned blocks, invalid volume free block count, volume found corrupt and needs repair - KNS 4/4/16 1:01p Talked to [redacted]. She has calmed considerably and is reasonable now. She paid for a Soft2 to go forward with the work that [redacted] outlined in previous blue notes. She refuses to speak to CPB but other than that is okay. I gave the work to KNS, with a TAT of Thursday and the customer seems to completely understand the current situation now. - JEH 4/*/16 6:51p per JEH, KNS will go ahead w/ this work - CPB 4/*/16 5:56p Claimed by KNS - CPB 4/*/16 5:56p Team assignments changed from : to Team B - CPB 4/*/16 11:45a Customer is coming in tomorrow to do the software work that was originally quoted. We gave her a refund but she states that the bank has not processed this refund. I informed her that it was refunded back on 3/**/16. - BMO 4/*/16 8:45p Print receipt - RJA 4/*/16 7:51p Team assignments set to : Gen. Service - RJA 4/*/16 7:51p Her login email for everything is: [redacted]Her password is: (deleted for this Complaint to protect customer's privacy) - CET 4/*/16 7:51p - Basically we're going to be gathering all of her information from [redacted], [redacted] & her computer and compiling it into one backup on her external drive. She expects us to double check that she had no duplicates of any documents on her computer since this is what she was told in the first time she came. - I showed her how to backup her rental with time machine to get all the information off of it & how to copy individual files onto her external also. BMO approved the extension of the rental with no payments due to the situation she's in. I also showed her how [redacted] is syncing with her computer all the time, taking up unnecessary amounts of space & showed her how to unsync [redacted] since the only way she could use it without it taking up space is to only download files from the web. - BMO spoke with her to confirm the situation also, heads up JEH. - CET 4/*/16 7:39p INTAKE - List of items taking up large amounts of space on her hard drive. * iMovie 2.6gb * Adobe Media Encoder 1.8gb * iDVD 1.6gb * lost + found folder 9.8gb [redacted] folders take up 50gb * Almost 50,000 photos on the macbook. - CET 4/*/16 7:23p Called and left another message. Does she approve us proceeding with eliminating the greyed out files? Is there other work she would like to have done? We need her permission to proceed. - DT 3/**/16 1:53p put on a team for visibility - hold since we're still waiting for response from cust - CPB 3/**/16 11:28a Hold I have placed this on internal hold. - CPB 3[redacted]/16 11:28a Team assignments changed from : to Team A - CPB 3/**/16 11:28a Took a look at her computer and the data. I remember that her main issue when she was dropping it off was that she seemed to have much more photo data taking up her hd space (150GB) than made sense and that she has many alias some grayed out that also need to be deleted. I recommend that a tech sit with her for half an hour to make a list of these issues and make a plan. She has a 512GB drive so it seems that she should be able to fit most of it on there. Called customer and left message to that effect. - DT 3/**/16 3:32p • Spoke to cust yesterday and had a challenging conversation. She claims not to have received my email from last week saying we're refunding / giving back to her as is• Upon conferring with GMC + DT + STL, wrote email to cust with a succinct list of questions we need answered. CC'd DT• As of this blue note, still waiting on a response from cust - CPB 3/**/16 1:25p Customer called in expecting that this would be done. I told her it wasn't because we didn't have enough information to proceed. She says she can provide whatever information we need. I have asked CPB to call her when he gets out of his meeting. - DT 3/16/16 4:37p INTAKE at [redacted] x 454 - DT 3/**/16 4:36p Marked incomplete at [redacted] x 454 - DT 3/**/16 4:36p Return Authorized : deb (@ [redacted] x 454). - 3/16/16 4:24p Return Authorized : deb (@ [redacted] x 454). - 3/16/16 4:23p Price of line item's pn: recot2w/d was changed from $399 by deb - 3/**/16 4:23p customer emailed me unexpectedly today asking if software work had been done. I replied, pasting an email I sent on the [redacted], that stated we are refunding everything and returning the unit as is. Also reminded to bring back the rental. - CPB 3/**/16 11:47a outtake note: customer refused to provide us specific on software work, stating several times that "we already know" and "whoever I worked with when I dropped it off" knows everything. RJA did not. DT + GMC agreed to cut the cord with this customer as she is not willing to help us and is already mad that the computer has been here so long. If she becomes difficult don't hesitate to get the SMOD. - CPB 3/*/16 12:50p Service Complete CPB 3/*/16 12:42p GMC said it appears we've reached an impasse here with the customer and we can offer a full refund / for her to pick up. She has already suggested this course of action. I believe it's best for everyone because this customer is now unwilling to help us help her. - CPB 3/*/16 12:21p customer responded to my email essentially unwilling to provide specific details, per my correspondences yesterday, because "[redacted]" of what she requested. Escalating to GMC... - CPB 3/*/16 11:54a emailed the following:"[redacted]-So here's what I've discovered:2TB Seagate Backup Plus drive has 205GB used3TB LaCie Porsche has roughly 1TB freeThe 3TB LaCie has a Time Machine backup of your computer already, meaning your files and applications are saved there. I am completing an updated backup to it right now.Here's what I found in our notes:"had some issues with using iphoto/photos, itunes, where both would crash when backups were attempted for her iphone""data management issue, where she mistakenly deleted her [redacted] desktop folder, not realizing that the folder on the desktop, connected to [redacted] is set to sync all changes, so when she deleted the folder from the computer to attempt to get some space, [redacted] deleted the files as well. "Here's what I observed:Your data is all over the place and it is not clear what is important to you / what is not. This is why I asked earlier if spending time in the store with a technician will help because there is just too much stuff here for us to make any calls about organizing it. Whatever conversations you have had with us have surrounded the major issue, which was that you lost data in an attempt to make space. There are no specifics as to what you care about, how you wish to consolidate, etc. So we're kind of at square one here, which is that I need you to tell me exactly what you want us to do, where you want the data moved, and of course it's difficult to troubleshoot the specific iPhoto / Photos / iTunes problem without your phone and you here in the store. I can suggest that we get a copy of all data on the 3TB drive, since that will accommodate everything including a Time Machine backup of your computer, but then the question is what happens if that drive fails? You require a long-term solution that is redundant (i.e. if the drive fails you have an updated copy elsewhere) and organized. We need you to tell us what data is important so we can figure out exactly what is necessary. A general idea of the scope of this work leads me to believe it will take a long time and will require a lot of the technician's attention. This work is our tier 2 software wrangling / troubleshooting, which costs $400. With the amount you've paid you'd still be getting $762 back. Please let me know if this is confusing or if you have questions. " - CPB 3/*/16 8:09p INTAKE cust called and boy is she frustrated at the utter and complete confusion surround this SRO. I was trying to tell her there isn't much confusing here except for what she wants now, and to that she replied she has "[redacted]" with regards to wanting her information consolidated (I finally coaxed out, past the frustration, that she wants one backup with all data) and having some software glitches worked out (see a previous SRO created / closed same day). Here's how I left it for now: I'm going to personally grab all the items (computer + backups), see what space availability there is, see what data needs to be "consolidated," identify applications issues, and then write her with a solid game plan. She was very upset at having to "go over all of this again," and at one point said she would just come get it as is. I convinced her to let us come up with a concise game plan and reach out by EOD. She was OK with this by the end of the call. - CPB 3/*/16 3:30p Hold I have placed this on internal hold. - CPB 3/*/16 12:22p emailed the following:"[redacted]-Not sure if you remember me but I was one of a few people you spoke to upon your initial dropoff. I lost track of the ticket after it was brought in for service but have read the extensive narrative since that time. My understanding is the following:We attempted deleted file data recovery from your external and came up with nothingWe attempted the same on the [redacted] SSD and, again, came up with the sameWe observed corrosion from liquid contact on the SSDYou spoke to a service manager, Jeff H[redacted], yesterday and stated that you would like us to help you "consolidate" your information. Please let me know if that all sounds correct or if I have missed something. We are unclear at this time what you mean by "consolidate" the information, so I'd like to give you the opportunity to specify your goal here. In the interest of transparency on all fronts I'd like to have from you, in writing, exactly what you need going forward. Once I have that information I will generate the appropriate quote for further work, assuming that it is feasible. I understand you prefer email communication over telephone. If that changes, let me know, otherwise email works just fine for me. Thanks." - CPB 3/*/16 12:22p Claimed by CPB - MJC 3/**16 2:32p As per last notes by JEH, placing this on CPB bench for him tomorrow. - MJC 3/*/16 2:32p I spoke with [redacted] extensively regarding this SRO. She is extremely confused as to what we are doing and when we are doing it. She's has two failed data recoveries and there is a liquid corrosion inside of her [redacted]. At this point, she wants us to figure out what is going on with her data and consolidate it, whatever that means. Ultimately she needs to clear space off of her machine because it's jam-packed and would like us to assist her with that in some way. She is aware of the liquid damage inside her machine but wants us to do software work on it anyways. I am emailing this to [redacted] to be her single point of contact and email her back tomorrow. [redacted] only wants to be emailed and NOT telephoned! - JEH 3/*/16 2:00p Called customer and left message with the bad news. Giving the hard drive to Manny to put back in the computer. We should mention the corrosion to her. I forgot to do so in my message but she should probably consider replacing this drive with a jet drive. - DT 3/*/16 1:17p Claimed by mjc - DT 3/*/16 1:14p noreco on the ssd, did not find anything more than what's on there. - AL 3/*/16 11:16a there's spill residue on the ssd. who pulled this thing? - AL 2/**/16 3:42p Customer was expecting that if the RECO on the Seagate drive was unsuccessful we would go straight into doing Reco on the [redacted]. This didn't happen for one reason or another. Anyway DT suggested pulling the drive from the MBA (courtesy that) and move the drive to RECO. - CAL 2/**/16 3:03p Print receipt - RJA 2/**/16 2:47p Team assignments set to : Gen. Service - RJA 2/**/16 2:47p INTAKE at Intake 8 - CAL 2/**/16 2:47p Marked incomplete at Intake 8 - CAL 2/**/16 2:47p Automated Service Complete Email sent to [redacted] - 2/**/16 5:53p vmbox is full. - AL 2/**/16 5:35p Service Complete AL 2/**/16 5:35p didn't find anything other than what is already on this drive. - AL 2/**/16 5:51p hmm, comparing reco scan with whatever she already has on the drive currently. - AL 2/*/16 11:27a Claimed by AL - AL 2/*/16 9:38a PLEASE NOTE THESE LOCATIONS. 13 inch [redacted] and Porsche Design Drive marked Callentine ,P, @51D We are hanging on to the computer and additional drive, if further work is needed. - RJA 1/**/16 5:17p Automated Repair Received Email sent to [redacted] - 1/**/16 5:13p The customer came in originally to solve a data management issue, where she mistakenly deleted her [redacted] desktop folder, not realizing that the folder on the desktop, connected to [redacted] is set to sync all changes, so when she deleted the folder from the computer to attempt to get some space, [redacted] deleted the files as well. [redacted] has a policy of retaining data for 30 days, until it is permanently deleted. It is a little bit past that time, but [redacted] said that they would at least look into it. Because otherwise, we're looking at full on data reco. The customer told us that in her bid to remove clutter from her computer, some files got moved to the computer, from the Seagate then backed up to [redacted], then those files on the Seagate drive, got deleted. After much discussion with CPB and Deb, it was decided the thing to do to best recover the data, the portable hard drive should have a data reco attempt to try to recover deleted data that the customer is looking for. We have her computer here, as well as an alternate Lacie drive that serves as a backup from 1 year ago, which is noted in the accessories box. - RJA 1/**/16 5:12p Print receipt - RJA 1/**/16 5:01p Team assignments set to : Reco - RJA 1/**/16 5:01p INTAKE receipt printed - RJA 1/**/16 4:56p Team assignments set to : Reco - RJA 1/**/16 4:55p Created RJA 1/**/16 3:**p