PC Innovation

PC Innovations Response,While the laptop was under warranty for hardware issues the computer was not warrantied from software issuesIt was explained to the *** that she had to cover shipping, as it is not our responsibility, and it is store policy for customers to bring and pick up their
propertyThe customer was never told that it was a guarantee that is was the motherboard, rather that it sounded to be an issue with the videoShe was told that if it was a hardware issue that it would be covered by our one year warrantyIt was not a hardware issue, rather a driver issue from a Microsoft updateThat issue had nothing to do with the laptop or this stores servicesMy employee had to work several hours with ** to resolve the issueThis was a serviceWE Waived the fee because the customer was very angry and I knew that if we billed her she would cause problemsThe customer keeps stating that she could have had the computer fixed for locally, however that is not the pricing for labor in *** *** ***Standard fee is and upMy employee had to mail this laptop back to ***, using a company in town called *** ***We filled out the form for shipping as I provided in the attachment aboveThe address was correct and written exactly as *** advisedThe employee at *** *** was the one that wrote the wrong addressThis is unfortunate but not something that I can be responsible forWe have gone way out of way to ensure that *** was a happy customer As she stated we even handed her a new computer when she had problems with the first one, because she insisted she had to have a working computer immediatelyI am sorry that she is not happy, but I do not feel that I should reimburse her money for shipping the computerIf she drove here which is a hr drive should I have paid for her gas? I work very hard at keeping PC Innovations Computers a very honest very friendly small town shop, and I know that no matter what we did *** would not be happy. Sincerely, Wayne B*** OwnerAttachments area

Complaint: ***
I am rejecting this response because:
First of all, you are wrong about the cost of what I would have needed to spend on my pc here in ***It costs $to diagnose a problem at *** ComputersThat is what I would have done if I had been correctly informed about the chance my laptop's motherboard was not the issue. Secondly, it was absolutely not explained to me that it was potentially a software issueIf that would have been explained to me I would have taken the laptop to get diagnosed here in townJason was convinced it was the motherboardThat is why I shipped it out to youHad he not been convinced of that, I would not have shipped it to you. Third, of course I insisted I need a working laptopThe first one you sold me was defectiveI work from homeIf you can't understand the urgency of having a working laptop to do business from home with then that is a problem for you. Lastly, you have not "gone way out of your way" to please meJason argued with me over the phone, which is extremely unprofessionalYou took over a week to get a few hours work done on itYou have absolute disregard for any urgency I may have regarding needing my laptop to earn a livingIn fact, it's obnoxious that you even question whether I need it or notI also do not appreciate the way you are trying to paint me as "impossible to please"That is far from the truthI've been patient all along with you, and respectfully disagreed when I was told about the shippingYou've been very dishonest in your response to my complaint and that is truly reprehensible.
Regards,
*** ***