My Green Mac Repair

Initial Business Response /* (1000, 6, 2015/02/27) */
This complaint is completely without merit as we followed the process as described on our web site which Mr*** either did not fully read or comprehend, neither of which we can be at fault forWe perform component level repairs and
clearly state that we are successful over 95% of the timeClearly Mr*** is upset that his logic board was not repairable which is understandable but we clearly state that 5% of the time we are unsuccessful so Mr*** clearly missed that important point
We offer flat rate repair fees for Mr***'s MacBook ProLogic board only repair or full service repair clearly shown on our "purchase Repair" tabLogic board repairs ($375) cover just the logic board repair and full service repairs (as explained with an umbrella picture as Mr*** described) are recommended for liquid spill repairs which for an extra $covers the logic board repair and any other damage to screen, keyboard, touchpad or cables which is common with liquid spills
Obviously, when Mr*** initially contacted us we have no idea how bad the liquid spill was, how long it had been left and what damaged it had done - We can only see that once it arrives here and can be inspectedWe received Mr***'s MacBook Pro 11/and initially emailed him to confirm it had been receivedLater that SAME DAY on 11/we called My *** to confirm the liquid spill was severe and that it would not be a quick repair and that clearly we could see damaged / burnt cables and offered the full service price of $and not the logic board only price of $Mr*** approved the full service quote and "was in no rush as it was given to him by his friend who spilt coffee on it"
After months of removing damaged components off the logic board we confirmed on 1/that the logic board was not repairable as the burning had damaged the layers of the logic board and offered two optionsTo replace the logic board with a refurbished working logic board for $or just send it back as non-repairableThe customer confirmed that he just wanted it shipped back and was just going to sell it at which point we advised him, for his own protection, that he would need to disclose that it had missing components from the logic board that were removed as they were damaged from the liquid spill
Despite the months of work on this logic board we did not collect any fees for the initial diagnosis or the repair attemptWe did collect the shipping fees of $from Mr*** as per his request
I don't understand the desired resolution request of a new logic board when that was exactly what we quoted at $which was refused so this appears to be a threat to take this complaint to the FTC consumer protection unless he receives a free logic board which is completely unreasonably as his MacBook Pro was dead when we he sent it in and we did not charge any money for the attempted repair
Hopefully this response clearly shows we did follow the options and process as described on our web site and did nothing wrong and would be willing to explain this to the FTC as required
Initial Consumer Rebuttal /* (3000, 8, 2015/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I "comprehend" just fine and Im feeling insulted by this company.And Im not upset my logic board is unrepairable as the company stated.It was their task to fix it and they kept it for a long period of time without doing so.Yes,I said I was in no hurry but where do you draw the line on waiting and having to ask for updates?The repairman was clearly in over his head and didn't want to admit it in my opinion.They fail to mention I was told by them in an update that I ask for "It is 60% done and John is confident he can fix it."They didn't and couldn't fix it of course,Im out dollars shipping cost not to mention my time and was returned a MacBook with parts removed?No matter if its functional or not those are my parts off of my computer!!I was mislead,not confused by the ad online and I understood it but did not expect to run into used car dealer tactics.They shouldn't be allowed to make claims and promises as well as statements.If anybody is upset it is them for somebody calling them out on shady business practices online.Come on,they removed parts from MY computer!!! How do I know if they were bad or not?After exspessing my frustration I received an email from the so called tech..."Hi ***,
I don't get paid a penny for all the hours and components I have put into this so you can be sure I have left no stone unturned before declaring it as non-repairable
It is extremely rare that a power short is caused by the logic board itself as normally it is a component or multiple components that can be replaced but in this case hidden from view under a power component the burning on the logic board was so severe it has exposed multiple layers of the logic board and fused them together as you can see from the attached picture
There are power bus lines on the logic board and I had repaired all of them except this last one and I wished I had found this first and hadn't wasted all that time and energy on the others but that is just "Murphy's Rule" at its best (or worst!)."
That email was AFTER I was told "Its 60% done....confident he can repair it".I didn't need to hear nor did I ask to hear about his frustration or computer repair jargon.If you don't like the business your in find another job.I was mislead on the phone and in emails plain and simple and Im out money as well as a dead computer with missing parts they told me themselves they removed.The computer should have been returned as I sent it.ALL PARTS INTACT,funtioning or not
Final Business Response /* (4000, 11, 2015/03/18) */
Mr *** has stated that he comprehends our policies and procedures on our web site and in our last response we articulated what happened, when it happened and why it happened but that has not satisfied him so let's try one more time to clarify so we can come to an understanding
Mr ***'s MacBook Pro was unrepairable and he stated he accepts that in his reply
Mr *** shipped the laptop to us and paid the shipping company directlyWe did not collect any fees from Mr *** for any work done or attempted repair by usHe declined our offer to replace the unrepairable logic board and therefore we collected the return shipping fees from Mr *** as he instructed us to just return his MacBook ProAs no fees were collected other than the shipping fees there is no case for any refund or any outrageous demand for a fully working replacement logic board as he shipped it in non-working and received it back non-working
Clearly Mr *** does not understand the logic board component repair business, nor should he be expected to, but he is upset that damaged components were removed from his logic boardObviously, in order to repair a logic board the damaged components need to be removed but Mr ***'s complaint seems to suggest that he wanted all the damaged components installed back on the logic boardWe clearly informed Mr *** (to protect him as he informed us he just wanted to sell it for parts) that we had done this so we do not understand why Mr *** did not just reply to our email requesting that all the damaged parts be reinstalled before shipping back rather than wait for it arrive back and then complain through this disputeWhile it makes no sense to us why you would want dead components reinstalled we would have been happy to do so and would like to offer that at this point if that is what he wants to do? If Mr *** ships the MacBook Pro back to us we would be happy to install dead components and ship it back to him
It is only fair that these costs are split as Mr *** could have easily requested this before we shipped it back to him so our proposal would be that he pays to ship it to us and we install replacement dead components and pay for the shipping back to him
In both the previous reply and this one we have tried to address Mr ***'s complaints and explain that we did nothing wrong other than we failed to repair his logic boardWe don't claim to be able to repair 100% which Mr *** confirms he understood so there are inherent shipping costs risks that Mr *** incurred and accepted when he voluntarily shipped his Macbook Pro to usWe have offered to address his issue regarding the removed dead components despite the fact that he could have easily addressed this issue at the time when he was informed so if Mr *** is still not satisfied then there is nothing more that can be done and we request that this case be closed on the basis that it is an unreasonable demand to receive a fully working logic board at no cost to him when he shipped in a non-working MacBook Pro and received back a non-working Macbook Pro and no fees for the repair attempt were collected
Final Consumer Response /* (4200, 13, 2015/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree because even though I don't understand the logicboard repair business any parts on my laptop working or not,are MINE.I own them and furthermore Im not in a position to know if they were bad parts.For all I know parts could have been removed off my logicboard and placed on another to make it functional.If my laptop would have BEEN RETURNED AS I SENT IT THER WOULD BE NO DOUBT.Im being insulted again by this companys response.This is wasting yet more of my time,so is something going to be done?Im through with all this exchange of opinions.I clearly stated my case the first time.I would like a final decision in this matter one way or the other.And no,Im not shipping that computer back to them and no,Im not spending another penny