On Call Technologies Corporation

While we regret the misunderstanding with this customer our website offers a free consultation and estimate by phone. Customers are advised, "We provide free estimates by phone based upon their description of the problem they are encountering with their computer. If diagnosis requires disassembly or...

lab testing (which was the case in this instance) we will waive any diagnostic fees if they have the repair completed however should they decide not to have the repair completed a minimum fee of $45 will apply. The same language appears on our drop-off form (under Estimates) which the customer read and initialed (copy attached) which should leave no misunderstanding about diagnostic fees. In this instance the customers laptop was disassembled and lab tested to determine his motherboard was defective and required replacement. The customer decided not to have the repair completed and the diagnostic fee was agreed to by the customer by initialing the Estimates section and signing the drop-off ticket. We invested over an hour of tech and lab time on behalf of the customer and the $45 fee is reasonable and was agreed to by the customer.

This is the response we sent directly to the customer:We are very sorry you feel we were not forthcoming with information about your data recovery. Our technician contacted you as soon as we were unable to recover your data. Had  the damage that occurred to your laptop been limited to the...

screen only the data would have been recoverable. As such we only charged for the hard drive itself, you were not charged for any labor which we felt was fair. The UPS store will not allow us to store a repaired device over 21 days after they receive it which is why we sent the letter. We truly regret you lost your data we did all we could to recover it for you but as we stated above had the damage been limited to your screen, data recovery should have been possible with a very high probability of success. The tech that worked on your laptop only did a partial boot to test the screen or he would have discovered the hard drive problem but that would not have changed the outcome.