PC Macnerds

Review: Two laptops were serviced at the same time but I am filing the complaint about the laptop that was returned to me with the most serious issue. A two year old laptop was given to PCMACNERDS for repair. The major complaint was a broken keyboard also a possible virus. I was told that they HAD REPLACED the hard drive. A "red flag" went up but not being computer savvy I agreed to pay the cost. I was also told that they had given me numerous discounts and waived certain fees which didn't ring true but I was grateful and excited to get my laptop back. Upon use the laptop kept shutting off over and over during use and each time I restarted it I was getting messages stating the unit had not shutting down completely/correctly and messages about possible damage. PCNERDS came back twice but I still have the problem now they want more money from me to try and fix the issue that I didn't have until they serviced the laptop. That is not fair for me to be penalized. Had my unit already been shutting off I would say well it was not repaired well BUT MY UNIT HAD NEVER HAD THIS PROBLEM UNTIL AFTER PCNERDS SERVICED IT. I am being reminded about discounts and being given more computer memory at no cost. I was grateful but theses are gifts I didn't ask for. I asked for the keyboard to be repaired and to check it for a virus because the system was not allowing me to sign in. Family members feel I was taken advantage of because I am paralyzed in a wheelchair and my only protection/male in the home is my autistic son. I do NOT want to believe that. Why should I put out more money? I paid what I was asked to pay and my unit in sitting in the case because last time I tried to use it, it would not come on at all. PCMACNERDS feel since they came here twice and worked on the unit without additional money from me they are done with me UNLESS I pay them more money. Why should I pay them additional money if the unit is STILL not working properly. They're harping on the freebies I didn't ask forDesired Settlement: I want my unit up and running. I do not know the actual reason why my laptop is cutting off but I KNOW it didn't start until after PCMACNERDS had it in their possession to replace the keyboard. I also believe that I never did need a new hard drive and that they pretended to give me large discounts because they knew I was dumb to the whole computer repair game. I want my unit fixed and I do not want them to ask me for anymore money I have paid them well over 300.00

Business

Response:

Good Morning [redacted]First and foremost wanted to thank you for giving us the opportunity to respond to [redacted] complaint and hope that you will help us resolve this in a satisfactory manner for all of us.I also promise to make this as short as possible while still given you ONLY the facts which are stated below.On Tuesday July 28, 2015 [redacted] contacted us to get help with two (2) laptops that where not in good working condition. In fact she said thatLaptop 1 was completely unusable with a ( broken screen, bad keyboard)Laptop 2 is very slow and thinks it may have a virus.Based on all this we gave her a quote which included (labor, tax, full maintenance on 2 computers, pickup, return, and a full 1 year warranty with a cost of $359.89) and of course it was contingent to a full evaluation.She responded in an email with (Okay let's get them up and running ASAP)Next we set up a pick up of her laptops for a full evaluation which revealed the following.Laptop 1 ( broken screen, bad hard drive, non working keyboard) Laptop 2 ( very slow, had a few viruses and no anti-virus protection)We then provided [redacted] with our findings and the solutions which also included an additional cost of $48.95 for a new 500gb hard drive.Services performed on laptop1 where- ( new screen, new keyboard, new hard drive, memory upgrade to 4gb, re-installing the original operatingsystem and many other software including a new anti-virus as well as doing a full data retrieval and restore to the new hard drive)(Laptop 2 included removing viruses, full maintenance, anti-virus protection)At the end of the day [redacted] final bill was $326.95 and she got back 2 fully operable laptopsConsequently we had many discussions and made multiple trips to her home to investigate numerous claims. Needless to say we run many test that did not reveal any hardware issues.At this point we went ahead and fine-tuned her laptop with the specific programs, browser, tool bar, facebook, etc so she would have a better experience.All this has amounted to over 43 hours of trying very hard to help her.Our last attempt to help her was offered on September 15, 2015 which I have included below however I believe based on her response she wants more.Please help us resolve this(Option 1 – To completely replace your laptop with a new 10.1 inch touch screen windows tablet for $59 dollarsOption 2 - To completely replace your laptop with certified refurbished windows 7, 8.1 or 10 laptop for $119 dollarsOption 3- To completely replace your laptop with a New windows 7, 8.1 or 10 laptop for $239 dollarsAll these solutions have big discounts attached just let me know what’s better for you and I will send you details on the specifications) Thank You again for your time and please let me know if you need any other informationJessica Rodriguez

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

[redacted]. All they want is more money. NO ONE LAP TOP HAD TWO MAJOR PROBLEMS. One lap top had a broken screen, the other had the broken keyboard. How do you go from a broken keyboard to a lap top that will not stay on anymore. They are lying I have all of my emails and I can prove their lies. They had two of my lap tops. The laptop with the broken keyboard was still usable. We used a keyboard that we downloaded and used the cursor to hit keys on the screen. It took forever but it worked but we just had to use a downloaded "on screen keyboard". I decided to get the keyboard fixed. The other had a broken screen came on but didn't work. The one with the broken screen that was in worse condition actually came on but didn't function. It is the laptop where they put in a hard drive (that I believe was not needed) that on will not come on at all now. It was shutting down on me ever since they returned it to me. Both ran slow but neither had been diagnosed with a virus. The brag about extras they gave me that were not asked for but what good are they if the unit doesn't stay on. They can take back the extra memory I just want it up and running. There is no need for lies to enter the picture I have been honest. The staff was great. They tried to please me and were very friendly but I still believe someone gave me a hard drive that was not needed and that the hard drive is causing all the shutting down because shutting down was not one of my issues. I do not want a new unit and I do not have anymore money to spend again. One lap top had a broken screen and the other had a broken keyboard. LIES pure lies but I have all my emails dated and with every word. I want it fixed where it stays on and no extras

Business

Response:

Hi [redacted],I went over your statement a few times and honestly I do not

understand how you want us to handle this? I gave you a few solutions and I just need you to select 1.Thanks[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They are asking for more money. The problem my laptop is now having was not an initial problem I sent my laptop to PCmacnerds for from the start. I sent my laptop to them for a broken keyboard and a cleaning to make it run faster and stop long buffering. It came back with a shutting off problem. Tell me why I should pay the additional funds? I am very upset I have been !00% honest. Only a fool would pay more money to the company they believe damaged their property. They should be paying me BUT I am NOT seeking money. I just wanted my laptop to STOP shutting off. I thought they could repair it. It was NOT shutting off before they serviced it. My complaint was a broken keyboard and slow running laptop. I have no complaints concerning the second laptop the repaired. The gave my other laptop a new screen and a cleaning. It still runs slow but it runs and stays on. I will take my laptop to Best Buy as soon as I am able to. Right now I do not have any extra funds. They know I am disabled and live with a disabled son. I believe I am not getting respect because of my living situation. I will let Best Buy do what needs to be done. I wish I could afford to have it done now but I have to wait until after the holidays

Regards,