This is in response to the complaint on 12/by Mr *** ***We were prepared to have this conversation with him when he came by to pickup his MacBook Pro but he sent someone else so we couldn't discuss the detailsWe are ready to send the MacBook Pro off to get it fixed as a more
affordable option then replacing it or we don't mind getting him a $check for him to put toward the repair or replacement of his laptop or logic board. The turn around time of a laptop hardware repair during the holiday seasons are standard to what Mr*** experienced and the initial wait delay was due to the delay in shipping of the replacement keyboard / backlight in which we had no control over. Upon first opening up his Macbook we removed many broken pieces of plastic around a few screw holes and noticed a few missing screws all togetherWe didn't feel the need to inform the customer because this didn't effect the end result of the repair and we figured we were doing the customer a service by securing his MacBook Pro better with all the proper screws, or so we thoughtWe removed the pieces of plastic and put in replacement screws where they were once missing when the job was completedThis whole situation is caused by us performing work behind a second repair company and having to deal with unforeseen preexisting issues that were caused by previous technicians or one to many drops of the laptop. After he brought the laptop back in a second time we were able to closely examine the problem areaAt this point we noticed that small pins were missing under a ribbon cable which we believe is causing his current sleep and HDD light issueThese particular pins can't be broken unless they are physically scratched off or damaged by the impact of a drop due to the way they are seated and how small they are in sizeThis is a ribbon cable that doesn't need any force to remove so damage to these pins during standard disassembly is nearly impossible Our only guess is that given the evidence of the broke plastic pieces and missing screws in this laptop is that if it was indeed dropped at some point then the pins would have been physically broken but still able to make contact which is why it worked until we removed the ribbon cable and the pins were separatedThese pins are super small and unless you are looking for them it would have been easily overlooked at the time of reassembly. We are a company that stands behind our work and because of that we have replaced devices in the past no questions asked if we made a mistakeThis situation is unique because in good faith we could not have possibly broken what is broken during the repair that we were asked to do based on the fact that it is not possible and unrelated to any part of the logic board that we needed to work onWhich is why we offered to split the cost of sending the logic board off for repair because we felt it was a fair compromise of both parties given the uncertainty of the situation. However, like we mentioned in the first paragraph we can send his MacBook Pro off to be repaired by someone with the equipment to replace the small pins on the logic board and can keep Mr*** updated with any updates from the logic board technician or he can come by and pick up a $check and do whatever he need to do with it Sending off the computer will take time and from what we have discussed with Mr*** if he can't be without his laptop for a while during the shipping and repair time then the $check may be his better option.Sincerely, RJG Computers, Inc 409-727-
This is in response to the complaint on 12/by Mr *** ***We were prepared to have this conversation with him when he came by to pickup his MacBook Pro but he sent someone else so we couldn't discuss the detailsWe are ready to send the MacBook Pro off to get it fixed as a more
affordable option then replacing it or we don't mind getting him a $check for him to put toward the repair or replacement of his laptop or logic board. The turn around time of a laptop hardware repair during the holiday seasons are standard to what Mr*** experienced and the initial wait delay was due to the delay in shipping of the replacement keyboard / backlight in which we had no control over. Upon first opening up his Macbook we removed many broken pieces of plastic around a few screw holes and noticed a few missing screws all togetherWe didn't feel the need to inform the customer because this didn't effect the end result of the repair and we figured we were doing the customer a service by securing his MacBook Pro better with all the proper screws, or so we thoughtWe removed the pieces of plastic and put in replacement screws where they were once missing when the job was completedThis whole situation is caused by us performing work behind a second repair company and having to deal with unforeseen preexisting issues that were caused by previous technicians or one to many drops of the laptop. After he brought the laptop back in a second time we were able to closely examine the problem areaAt this point we noticed that small pins were missing under a ribbon cable which we believe is causing his current sleep and HDD light issueThese particular pins can't be broken unless they are physically scratched off or damaged by the impact of a drop due to the way they are seated and how small they are in sizeThis is a ribbon cable that doesn't need any force to remove so damage to these pins during standard disassembly is nearly impossible Our only guess is that given the evidence of the broke plastic pieces and missing screws in this laptop is that if it was indeed dropped at some point then the pins would have been physically broken but still able to make contact which is why it worked until we removed the ribbon cable and the pins were separatedThese pins are super small and unless you are looking for them it would have been easily overlooked at the time of reassembly. We are a company that stands behind our work and because of that we have replaced devices in the past no questions asked if we made a mistakeThis situation is unique because in good faith we could not have possibly broken what is broken during the repair that we were asked to do based on the fact that it is not possible and unrelated to any part of the logic board that we needed to work onWhich is why we offered to split the cost of sending the logic board off for repair because we felt it was a fair compromise of both parties given the uncertainty of the situation. However, like we mentioned in the first paragraph we can send his MacBook Pro off to be repaired by someone with the equipment to replace the small pins on the logic board and can keep Mr*** updated with any updates from the logic board technician or he can come by and pick up a $check and do whatever he need to do with it Sending off the computer will take time and from what we have discussed with Mr*** if he can't be without his laptop for a while during the shipping and repair time then the $check may be his better option.Sincerely, RJG Computers, Inc 409-727-