Longmont Mac Repair

Initial Business Response /* (1000, 10, 2015/11/06) */
Dear [redacted],
We are truly sorry for the miscommunication that seems to have happened. When you brought your computer to us, the hard drive was failing. We never promise to be able to recover information, in fact, all we can do is try our best...

to recover your files and programs. Our tech expressed that it should not be a problem. It is clearly stated in the service agreement that you signed that we are not responsible for your data. However, in your case, we were able to transfer all of the information.
When you opened Microsoft Word, it asked you for your license key. Microsoft does this to prevent unauthorized or illegal copies of their software. Since you purchased the computer used from someone, but they did not give you the license key, Microsoft considers it illegal software. Perhaps this article would help you better understand software licensing agreements. http://www.officeformachelp.com/2014/01/microsoft-office-activation-faqs/
Since you were unwilling to buy the software from Microsoft, we did offer, at no additional expense, to install an excellent free version of an office program.
We have no control over Microsoft, [redacted] or any of the countless other software companies that require you save your license for any future use. We had no way of knowing that you did not purchase the software. That copy of Microsoft Word is on your computer, and is awaiting legal activation. We do regret that this was not explained clearly enough, and hope this does shed some light on your situation.
Initial Consumer Rebuttal /* (3000, 13, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is all very well after the fact, but we were verbally told that you would transfer all our data. I know we sign lengthy agreements that nobody reads carefully, so I think it should be made clear to the customer that any programs on the computer need to re re-licensed. Actually Microsoft Word would NOT open at all. It did not ask us for a license number because it simply wasn't there. I doubt that it is widely known that buying a used computer means having illegal software. Most customers expect Word on their computers and don't even think about it.
More importantly for the business, the response we got when we called was terse and rude. I think your employees could have responded with the graciousness that this letter uses. Good customer service puts the customer first. The fact that my high school daughter lost all her Word documents in a crucial time during her sophomore year is not a minor matter. There should have been a warning. If you deal with fixing computers, surely there are other clients out there who have bought used computers and had this same problem?
In addition, that hard drive that you replaced at some cost to us has not proved to be worth it. Once again the computer is worthless. I remain a dissatisfied customer.