New Age Electronics Inc

Customer brought in system with a problem description that windows update did not update properly and now will not work. We attempted to boot system but it would not boot in mode so we used safe mode to restore registry to prior date. System then booted in mode and
we ran system diagnostics to check system files. System files passed and we ran Windows updates and found out that video driver update again crashed system. Restore system a second time and when in mode, disabled corrupted Windows update video driver from loading. Ran Windows update again without problems & system was functional in mode. Machine was then returned to customer
Customer called and said that the system booted ok but the video driver software did not function properly and wanted further work performed. He was told that we could research newer video drivers from the hardware manufacture but if it took longer than the hour minimum charge that he was previously bill for, there would be additional charges. The customer believes that he should not have to pay for any additional work no matter how long it takes. Our shop bills by the hour for the work we perform

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I am sorry the business is unwilling to work out a solution to the initial problem I brought the system in for.  I will go to the business to get my refund.  After I had New Age build my system I figured bringing it in to get fixed would not be a problem seeing as I was so satisfied with their initial service.  I am saddened by the fact that my continued business is not important to them.

Complaint: [redacted]
I am rejecting this response because:
Rather then the business losing money I am willing to bring it in to get the original issue fixed without any further charges.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
When I brought the computer to New Age Electronics it had been booting just fine after the faulty update for a week or more.  Why is it that when I bring it in to fix a driver I get someone telling me of a boot problem instead.  It sounds as if they didn't work on the system at all and used a boot error as an excuse to get payment.  It booted the same before and after I dropped off of the computer.  They had a ticket on my computer to fix the driver so why was the initial problem not fixed?  If it was having other errors then why, as a business, would they not fix those problems and the initial problem.  Instead I have a faulty system returned to me just as I brought it in.  If the business does not want to return $65 for a product they had a ticket to fix a driver problem and not a boot problem then I understand what type of business this is.  As Customer Service myself for over 15 years a business is supposed to care for it's customers and make sure when they leave their door that they will continue to be repeat customers.  This also creates more business by word of mouth.  Taking care of customers and not threatening them with continued payment on faulty or lack of work is "not" good customer service.
Regards,
[redacted]

At our business we strive very hard to please our customers.  In some cases, it is not possible and I believe that this is one of those cases.  I really do not want this gentleman's money.  Please have him contact us to arrange a refund.

I have explained the process and if additional time is required above and beyond what was initially billed, it would be a billable service.  If that is not acceptable, he can get a refund and go somewhere else.