Lockbourne Computer Repair

To begin with there are several discrepancies in this customer's statements I will begin with the one that I believe will give you a 'picture' of what we are dealing with: The customer stated she had been a 'long-time' customer and that I told her I didn't want to lose her business She actually purchased a used computer in HOWEVER, upon checking our records (which I have documentation for) I have a note from that states "customer called, very unhappy and said we were trying to rip her off The unit she brought in had 'blown caps' a very bad sign - tells us the computer is really not worth repairing She requested just to take the viruses off, which we offered to do, but the 'blown caps' could be a source of the problem and removing the virus/es might not fix her problem This is when she stated that we were trying to rip her off She eventually traded it in on the unit she is now complaining about Had I seen this year old documentation I probably would not have offered her a tra- knowing that she already thought we were 'ripping her off' Pretty much the rest of her statements were correct, EXCEPT she never mentioned that she had stated during one of our conversations that she allowed her son to use the computer This is a question I always ask because when someone other than the person who bought the computer is using it, we do not know what might have been added/deleted, etc I keep detailed notes on calls from our customers and although she did mention she was having surgery, she didn't say when or how long it would take to recover Nevertheless, she already knew she had days (for warranty work) We never told her she could bring it in any time after her surgery She had the opportunity to allow someone to bring it in during the days, but she chose not to When she finally did bring the unit in we evaluated it and quoted her the $ which she refused to pay We then offered her a tradiscount of $plus an additional $for a back to school sale discount - a value of $towards another computer with the same specifications, which she could have purchased for a total of $185, she also refused She came in with a print-out from Best Buy stating she could purchase one from them for $ I told her we could not match that price, and I was sorry we could not help her By the way, this did not 'make me mad' and I did not state we didn't want to lose her business (because of her past history) We did offer to give her computer back, but she would need to pay the $bench fee (to figure out what the problem was) and she said would not do that and intended to contact the Revdex.com I did not, repeat did not say, 'so what?' I do not treat my customers in that manner This $bench fee (service fee) she speaks about that was waived - this is only waived (in writing) that if you do not get any work done, it is waived She chose not to get any work done and refused our offer of trading it in If she had brought the unit in at the week time frame or even days, we would have honored our 'promise' (day warranty) We take issue with the statement that we run an 'unfair and deceptive' business and that we tried to 'scam a senior citizen who can barely walk' I am one of the most compassionate people you will ever meet and for her to insinuate that I would treat ANYONE in that manner is an insult to our business and me personally She is obviously an unhappy customer and we tried our best to compromise It is unfortunate that we could not help her, and wish her the best of luck with her purchase with Best Buy

We would like it to be noted that we RESPECTFULLY declined the mediation due to the customer's attitude and statement that she would not consider paying the bench fee that she agreed to in writing We felt the mediation would not be productive as she was firm in her refusal to pay for the bench fee that she agreed to in writing, and also wanted us to waive the day warranty due to circumstances beyond OUR control This denial of mediation is also due to previous encounter with this customer who threatened to report us to the Revdex.com on another matter a few years ago, for which she did not follow through She is very difficult to deal with, and we personally feel it would serve no purpose to take up the valuable time of ours, hers and your time to attempt to resolve this After considerable thought, after agreeing to the mediation, we concluded that it would serve no purpose, except to rehash the same issues all over again.We reiterate again, we treat all our customers in a friendly, professional and fair manner and consider this report to the Revdex.com to be the result of an unsatisfied customer In the years we have been in business we have had thousands of customers who come back to us and recommend us to others We understand we cannot please everyone, however she was very unpleasant in all our attempts to resolve this.We are sorry we could not be of satisfactory service to this customer, however we wish her the best of luck with another purchase

I am rejecting this response because: I have a an invoice that states on June 12, I choose plan B so anything done to my tower should have been dated on or after this dateI was told to download Firefox and it didn't work any better, if there was a virus on it it was there when I got back from Lockbourne computer repair, I been sick so when I got the tower out we didn't hook it up right away because I have an iPhone and iPad, plus there's another desk top in my homeAlso I feel it is only right that they should have given me the option of letting me know what the cost would beI want (my tower back I've lost all my pictures and information plus there was a drive missing from my tower)I paid them that enough for nothingI only way I will be made whole is to give me back my tower free of charge because they don't deserve any payment for dishonest practicesShe call me this morning and said to come in and sign off on it and give them I don't know what he has done to my tower, I'll take the lost of they'll get no more money from me

We are willing to reimburse the $made as a deposit for the top lid which was ordered from China - the only available source for this particular model We are also willing to return the computer.EXPLANATION: Ordering parts from out of the country requires us to be at the mercy of the shipper - I tried contacting them and was told after running a trace, found that there was no record of a shipment According to the shipper it was back ordered, however we were not informed of this back order from the shipper.The $payment was NOT for cleaning, it was for a down payment on the top lid order which we quoted as $280, leaving a balance of $ We did clean the unit (very dirty with dog hair, and re-seated the processor to avoid over-heating.This is not our course of business We do not get paid until we finish the repair, so it is not in our best interest to hold up the repair As it stands now, the computer has had a major clean-out including re-seating the processor There are very few instances when we cannot give our customers good service, however this is an isolated incident, one that was pretty much out of our control As for the comment that we gave her contracting stories, we would not deliberately mislead our customers After her call about the repair on 12/- I checked on the trace and found that the part had in fact not been shipped - that it was back-ordered - something the shipper failed to inform us of The customer called approximately week ago and I checked on the trace, but had not heard back - then the customer called today (12/1) and I tried to explain I was still waiting to hear from the shipper and was going to call her when I found out what the status was I am sorry if this was interpreted as a contradicting story As far as the statement that "if I wanted my computer back I had to pay for the part they ordered without my permission" -is not true If she did not want the part, we would have cancelled the order She chose to accept the part we ordered, and that was what the $was for Also, the statement of "if I called twice again she will charge me $for each call and I won't get my computer until it is paid" also is not true We do have a sign in our shop for "nuisance" calls (see attached) This is directed to customers that call 2-times a week, sometimes daily, to check on a repair It was not directed to this customer and I never made that statement to her She called only twice in the month time period, and we appreciated her patience I would never have said that - she must have misinterpreted our sign as directed to her We are building a small local business and we learn from our experiences every day We obviously will not do business with this shipper.Our reputation is important to us, and we feel this is an unfortunate incident and have made our offer as stated above We will return the computer and refund the $payment We appreciate the opportunity to respond to the complaint and we look forward to resolving this with the customer

I take issue with several of the customer's statements: 'Helen told me the fee would be waived when I gave her my computer on August 3'. This is not true - I told her IF we found the computer was still under warranty we would waive it.'She tricked me into signing a form............' -- Again, I stated she needed to sign the form, but IF we found the computer was still under warranty we would waive it. '....it only worked weeks'. I always ask if there were any other users on the computer, and she stated her son used it occasionally. That is the reason I said, IF it was still under warranty (we cannot warranty what OTHER users do on her computer). 'she told me they bootleg windows because it cost so much' - categorically untrue - never told her that. The product key on computers often does not match the actual version, because if an operating system is reinstalled, which often happens, the product key listed on the computer will not match'I want my computer back' -- for the bench fee of $we will return the computer. The customer, in writing on our intake sheet, agreed to this. She was not 'coerced' or 'tricked'. I explain how the waiver works. Bottom line was she was well beyond our day warranty, and she admitted that in her initial complaint. She states she will 'file a claim in Small Claims Court - and she has that right. I was recently informed that after paying the filing fee the court will recommend a mediation, which we would be agreeable to. However, I was also informed that the Revdex.com has a free mediation to see if we can resolve the issue, and we would also be agreeable to this.'I left my voicemail message on her answering machine in January, 2016, why didn't she call me back'. I returned her call the same day, left a message on her machine stating we could not honor the warranty.As stated in our previous response, she came to us ONCE years ago and I documented that she accused us then of ripping her off. As a courtesy, I give our customers the benefit of the doubt, and did business with her again, which I regret. I also stated that I regret that we could not help her and if the deal she got with Best Buy was a better one, she should definitely take it

REPLYRE: Dell Dimension towerThe customer brought the computer in on 5/5/(signed and dated on the intake sheet). We completed the repair (reinstall of Windows XP professional for a fee of $125. The customer came in and put the computer on lay-away in June with a due date of
October, 2015. As a courtesy, we extended the lay-away due to customer's illness. She came in on 12/1/and paid off the lay-away. The customer had the computer from December 1, to when she brought it in on March 7, 2016. We guarantee our repairs for days, which would have ended March 1, 2016. She says she called on 2/21/concerning the Issues she was having with the computer, but did not bring it in until March 7. On checking out the computer we found an anti-virus was installed (McAfee) after the customer picked up the computer, This was in addition to the anti-virus that was installed at the time of repair. This may have been installed inadvertently by the customer, however these antiviruses were conflicting causing the customer's complaints as listed on her handwritten note. We cannot control what happens to the merchandise we repair after it leaves our shop, and we know this is what happened. We pride ourselves on repeat business. If we find that the complaints were our fault we waive the $bench fee. However, due to the time frame of our guarantee (three months) and the fact it was not brought in until March, we could not offer the waiver of the bench fee. We had to diagnose what was causing the issues complained about, and found it was not anything involved in our repair, As a courtesy we removed the conflicting anti-virus as part of our bench fee, and the computer is now ready to be picked up.The computer is now in good working order, however the customer refuses to pay the bench fee. We also offered to reduce the bench fee to $to resolve this issue, however this was refused. Considering the above outlined day guarantee, lay-away courtesy extension and bench fee reduction (including the antivirus removal, we feel we have been extremely fair and reasonable with this customer

Revdex.com:I have reviewed the response made by the business and find that Mediation is necessary.Regards,Valerie Jones

I am rejecting this response because: Helen told me the fee would be waived when I gave her my computer on Aug 3.  She tricked me into signing a form that she said would only give them the authorization to look at the computer, NOT TO PAY A $50 FEE.  HAD I KNOWN THIS I NEVER WOULD HAVE LEFT MY COMPUTER THERE.  I only paid $100 for the computer in Dec. and it only worked 3 weeks! She NEVER gave me a copy of what I signed WHEN I GAVE HER MY COMPUTER ON AUG 3.  I told her they sold me a computer in December 2015 that didn't even have the right Windows version on it as stated on the sales ticket I have. I told her I was going to have windows reloaded on the computer by another company but the product key on the computer did not match the actual version that was on the computer.  She told me they bootleg windows because it cost so much.  I just want my computer back or I will file a claim against this business in Small Claims Court.  When I left my voicemail message on her answering machine in Jan 2016, why didn't she call me back.  She tells a lot of untruths!!

I am rejecting this response because:
I have a an invoice that states on June 12, 2015 I choose plan B so anything done to my tower should have been dated on or after this date. I was told to download Firefox and it didn't work any better, if there was a virus on it it was there when I got back from Lockbourne computer repair, I been sick so when I got the tower out we didn't hook it up right away because I have an iPhone and iPad, plus there's another desk top in my home. Also I feel it is only right that they should have given me the option of letting me know what the cost would be. I want (my tower back I've lost all my pictures and information plus there was a drive missing from my tower)I paid them 125.00 that enough for nothing. I only way I will be made whole is to give me back my tower free of charge because they don't deserve any payment for dishonest practices. She call me this morning and said to come in and sign off on it and give them 25.00 I don't know what he has done to my tower, I'll take the lost of 125.00 they'll get no more money from me.

The customer in her rejection basically repeated what she stated in the original complaint.  My response would remain the same.  Now you have both sides of this story.  If you need further information or have any recommendations as to how to resolve this complaint, please do not hesitate to contact me.

To begin with there are several discrepancies in this customer's statements.  I will begin with the one that I believe will give you a 'picture' of what we are dealing with:  The customer stated she had been a 'long-time' customer and that I told her I didn't want to lose her...

business.  She  actually purchased a used computer in 2012. HOWEVER, upon checking our records (which I have documentation for) I have a note from 2012 that states "customer called, very unhappy and said we were trying to rip her off.  The unit she brought in had 'blown caps' a very bad sign  -  tells us the computer is really not worth repairing.  She requested just to take the viruses off, which we offered to do, but the 'blown caps' could be a source of the problem and removing the virus/es might not fix her problem.  This is when she stated that we were trying to rip her off.  She eventually traded it in on the unit she is now complaining about.  Had I seen this 3 year old documentation I probably would not have offered her a trade-in - knowing that she already thought we were 'ripping her off'.  Pretty much the rest of her statements were correct, EXCEPT she never mentioned that she had stated during one of our conversations that she allowed her son to use the computer.  This is a question I always ask because when someone other than the person who bought the computer is using it, we do not know what might have been added/deleted, etc.  I keep detailed notes on calls from our customers and although she did mention she was having surgery, she didn't say when or how long it would take to recover.  Nevertheless, she already knew she had 90 days (for warranty work).  We never told her she could bring it in any time after her surgery.  She had the opportunity to allow someone to bring it in during the 90 days, but she chose not to.  When she finally did bring the unit in we evaluated it and quoted her the $220  which she refused to pay.  We then offered her a trade-in discount of $40 plus an additional $25 for a back to school sale discount - a value of $65 towards another computer with the same specifications, which she could have purchased for a total of $185, she also refused.  She came in with a print-out from Best Buy stating she could purchase one from them for $160.  I told her we could not match that price, and I was sorry we could not help her.  By the way, this did not 'make me mad' and I did not state we didn't want to lose her business (because of her past history).  We did offer to give her computer back, but she would need to pay the $50 bench fee (to figure out what the problem was) and she said would not do that and intended to contact the Revdex.com.  I did not, repeat did not say, 'so what?'  I do not treat my customers in that manner.  This $50 bench fee (service fee) she speaks about that was waived - this is only waived (in writing) that if you do not get any work done, it is waived.  She chose not to get any work done and refused our offer of trading it in.   If she had brought the unit in at the 3 week time frame or even 90 days, we would have honored our 'promise' (90 day warranty).  We take issue with the statement that we run an 'unfair and deceptive' business and that we tried to 'scam a senior citizen who can barely walk'.  I am one of the most compassionate people you will ever meet and for her to insinuate that I would treat ANYONE in that manner is an insult to our business and me personally.  She is obviously an unhappy customer and we tried our best to compromise.  It is unfortunate that we could not help her, and wish her the best of luck with her purchase with Best Buy.

We are willing to reimburse the $100 made as a deposit for the top lid which was ordered from China - the only available source for this particular model.   We are also willing to return the computer.EXPLANATION:  Ordering parts from out of the country requires us to be at...

the mercy of the shipper - I tried contacting them and was told after running a trace, found that there was no record of a shipment.  According to the shipper it was back ordered, however we were not informed of this back order from the shipper.The $100 payment was NOT for cleaning,  it was for a down payment on the top lid order which we quoted as $280, leaving a balance of $180.  We did clean the unit (very dirty with dog hair, and re-seated the processor to avoid over-heating.This is not our normal course of business.  We do not get paid until we finish the repair, so it is not in our best interest to hold up the repair.  As it stands now, the computer has had a major clean-out including re-seating the processor.  There are very few instances when we cannot give our customers good service, however this is an isolated incident, one that was pretty much out of our control.   As for the comment that we gave her contracting stories, we would not deliberately mislead our customers.    After her call about the repair on 12/1 - I checked on the trace and found that the part had in fact not been shipped - that it was back-ordered - something the shipper failed to inform us of.   The customer called approximately 1 week ago and I checked on the trace, but had not heard back - then the customer called today  (12/1) and I tried to explain I was still waiting to hear from the shipper and was going to call her when I found out what the status was.  I am sorry if this was interpreted as a contradicting story.  As far as the statement that "if I wanted my computer back I had to pay for the part they ordered without my permission" -is not true.  If she did not want the part, we would have cancelled the order.  She chose to accept the part we ordered, and that was what the $100 was for.   Also, the statement of "if I called twice again she will charge me $35 for each call and I won't get my computer until it is paid" also is not true.  We do have a sign in our shop for "nuisance" calls (see attached).  This is directed to customers that call 2-3 times a week, sometimes daily, to check on a repair.  It was not directed to this customer and I never made that statement to her.  She called only twice in the 2 month time period, and we appreciated her patience.  I would never have said that - she must have misinterpreted our sign as directed to her.  We are building a small local business and we learn from our experiences every day.  We obviously will not do business with this shipper.Our reputation is important to us, and we feel this is an unfortunate incident and have made our offer as stated above.  We will return the computer and refund the $100 payment.  We appreciate the opportunity to respond to the complaint and we look forward to resolving this with the customer.

We would like it to be noted that we RESPECTFULLY declined the mediation due to the customer's attitude and statement that she would not consider paying the bench fee that she agreed to in writing.  We felt the mediation would not be productive as she was firm in her refusal to pay for the bench fee that she agreed to in writing, and also wanted us to waive the 90 day warranty due to circumstances beyond OUR control.   This denial of mediation is also due to previous encounter with this customer who threatened to report us to the Revdex.com on another matter a few years ago, for which she did not follow through.   She is very difficult to deal with, and we personally feel it would serve no purpose to take up the valuable time of ours, hers and your time to attempt to resolve this.  After considerable thought, after agreeing to the mediation, we concluded that it would serve no purpose, except to rehash the same issues all over again.We reiterate again, we treat all our customers in a friendly, professional and fair manner and consider this report to the Revdex.com to be the result of an unsatisfied customer.  In the 6 years we have been in business we have had  thousands of customers who come back to us and recommend us to others.  We understand we cannot please everyone, however she was very unpleasant in all our attempts to resolve this.We are sorry we could not be of satisfactory service to this customer, however we wish her the best of luck with another purchase.