MacSolutions Plus, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The business never reached out to me first regarding the initial lengthy repair. I had to continuously call to ask for a status update. I have no idea where the $75 price they are coming up with came from. I continuously contacted the business and went in with my partner and he was standing there when the employees told us that they could not recreate the problem even though I showed the employee the problem. Imagine going to a doctor and telling them you are sick but they keep telling you there is no problem. That is why the lengthy delay in contacting the business. I never received good service and was constantly told my computer did not have a problem other than an issue with the logic board and battery. I repeatedly asked if the problem concerning the shutting off would be fixed, when I initially dropped it off, when I picked it up, when I brought it back, and when I picked it up again. They repeatedly told me yes when in fact this is not the case. I will be in the area for work in the beginning of February. I can bring it back in and I expect it to be fully fixed or to receive a full refund. On a final note, I emailed my complaint and waited almost 3 weeks before correcting the Revdex.com. I only received a ticket from the business and no further information that they were planning on addressing my concerns. Regards,  [redacted]

We received and reviewed the complaint stated above. [redacted] did have a lengthy  repair and it was discounted $75 based on the extended time to repair. We actually had to send her board out twice to the depot and unfortunately we do not have control of repair time. However with the attached...

SRO's you can see the steps that were taken, the many times she was contacted throughout the repair.We even offered a free loaner laptop which she declined. The second time she returned in June, you can see from our notes that we did additional work for no charge and the laptop was running fine for days. We were able to reinstall the system, move her data back etc. and the laptop ran for 3 days straight. In December we received an email that it 'never worked right' and she no longer lives in town to bring in the laptop which we again would've worked on again free of charge even though it was out of warranty. The repair had a 60 day warranty and we received no communication for 6 months after the last time it was in our store. The last communication from her was that it doesn't work and I want my money back. We would be happy to work something out but we can't give a refund without seeing the laptop outside the repairwarranty. A full refund which is what she's requesting without her laptop here is just unfeasible 6 months after last communication. She would pay nothing for a repair and battery she's had for over 6 months. We'd be happy to look at it again if she'd be willing to ship it in since she's no longer local but just giving back money on a repair that's out of it's warranty sight unseen just isn't good business. As I said above we are willing to work something out, but didn't respond to her ticket once we received the notice via Revdex.com. Sincerely, Garret C[redacted]  President/Owner

I can confirm that we have possession of the laptop and are currently running diagnostic and looking at it.  She asked that we mail it back to her once finished and we would honor that.  Let me know if you need anymore information. Thank you Shawna