San Diego PC Help

Thank you for giving us an opportunity to respond to this complaint We contacted the original technician and have also pulled up the case notes for this projectHere are the detailed notes from our records:The "PC board" from another Archos that was provided would not have solved the issue with the deviceWe conducted a three week search for parts including contacting our partner network of providers in Asia and the United States, so that we could accurately quote the customer on the repairAfter a lengthy search, the device was deemed non-repairable due to parts not available The initial $fee paid covers disassembly, testing/evaluation, parts sourcing, quote generation and reassembly, as well as costs associated with processing the order into our system including internal processing charges incurred directly by usThe return cost quoted to ship the device was $(shipping + handling)On March 2, 2015, the technician contacted the customer to inform him that we were unable to repair the deviceWe asked if he wanted to recycle or have it shipped backHe told us he wanted the device recycled but that he would like to keep the charging cordWe informed him that we would need payment for shipping the cordHe told us he would send that via PaypalWhen we didn't hear from the customer, we followed up with another call on March 9, but our call was droppedWe spoke with the customer on 4/22/where we indicated that we needed a small payment for the return shipping of the cordPayment was never providedCustomer's wife called us on 5/7/indicating that she didn't want to have the device recycledIn summary, the customer's complaint counters what he told usFurther, once a device is recycled, we cannot retract that action unless we are notified immediatelyWe have a small window in which we can retrieve an approved e-wasted device before our provider takes over.Please let us know if you have any further questions or concerns and we will be happy to answer them

Thank you for giving us an opportunity to respond to this complaint We contacted the original technician and have also pulled up the case notes for this projectHere are the detailed notes from our records:The "PC board" from another Archos that was provided would not have solved
the issue with the deviceWe conducted a three week search for parts including contacting our partner network of providers in Asia and the United States, so that we could accurately quote the customer on the repairAfter a lengthy search, the device was deemed non-repairable due to parts not available The initial $fee paid covers disassembly, testing/evaluation, parts sourcing, quote generation and reassembly, as well as costs associated with processing the order into our system including internal processing charges incurred directly by usThe return cost quoted to ship the device was $(shipping + handling)On March 2, 2015, the technician contacted the customer to inform him that we were unable to repair the deviceWe asked if he wanted to recycle or have it shipped backHe told us he wanted the device recycled but that he would like to keep the charging cordWe informed him that we would need payment for shipping the cordHe told us he would send that via Paypal. When we didn't hear from the customer, we followed up with another call on March 9, but our call was droppedWe spoke with the customer on 4/22/where we indicated that we needed a small payment for the return shipping of the cordPayment was never providedCustomer's wife called us on 5/7/indicating that she didn't want to have the device recycled. In summary, the customer's complaint counters what he told usFurther, once a device is recycled, we cannot retract that action unless we are notified immediatelyWe have a small window in which we can retrieve an approved e-wasted device before our provider takes over.Please let us know if you have any further questions or concerns and we will be happy to answer them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear Mr. [redacted],
Thank you for taking the time to detail your experiences with our company.  We are very disappointed that you had to wait such a long time for the repair of your device.  We  have serviced thousands of devices and each one has a detailed case log that...

tracks the service order dates, parts ordered, tracking and other information.  Upon reviewing your case, we have discovered several points that need to be mentioned which we hope will explain the delay:
When we originally evaluated your tablet we diagnosed the issue as a cracked digitizer. We also noticed that there was some damage to the flex cable that connects the digitizer to the motherboard.  This is why we perform an evaluation, to determine if there was any further damage from the incident that caused the digitizer to crack.  When we order parts, we match the exact part number that is installed in your device with our vendor's databases.  Otherwise, we may order a part that is not precisely matching your device. In your case, we had unusual difficulty obtaining parts for your make and model of tablet. We performed a lengthy parts sourcing service and eventually found a replacement flex cable, however it was from a vendor we never used before as we were unable to find it via our normal partners. We ordered the part anyway to see if it would work but the one we received did not match you device, despite the similar appearance.  We then ordered an additional two parts and after a total of three attempts, were unable to successfully repair your device. 
We recently we hired a new expert tablet repair technician. We gave him your project to see if he could fix your original issue cost-effectively.  He performed a lengthy parts sourcing service and eventually found the correct flex cable replacement part and ordered and installed it along with the digitizer. Further, please try to understand that at no time did we quote you for the replacement of the flex cable.  We incurred the expense of purchasing and installing the part ourselves.  We also incurred the expense of purchasing parts that did not work as they were non-returnable.
In light of the time, effort and expense we have put into your device, we are not in a financial position where we can simply hand back your tablet fully repaired free of charge.  We have put considerable energy into the project and even if you pay us the amount that we quoted you and you approved, we will still be losing considerably.  We feel that the amount quoted was fair, and we ask for your understanding: small device technology repair can be very challenging, time-consuming, expensive and problematic.  The components are squeezed together in such a way that can make servicing very difficult. Add to that the challenge with acquiring the correct parts (manufacturers such as Asus do not make parts readily available on the marketplace due to their self-imposed restrictions) and the challenges can add up.
Again, we apologize for the delays and we hope that this better explains the unusual circumstances with regard to your project. We are happy to ship the tablet back to you for the amount you originally approved, which we feel is a fair and reasonable price.  We would be happy to discount the labor by 15% in recognition of the unfortunate delays with your project. Lastly, we are happy that your device is working perfectly and we want you to have it back as soon as possible.  We only need payment for the parts and labor performed minus the 15% discount.
If you have any further questions, please feel free to give us a call so we can discuss the project with you.
Sincerely,
Service Team
San Diego PC Help
1-855-NO-GEEKS
[redacted]

Thank you for giving us an opportunity to respond to this complaint.  We contacted the original technician and have also pulled up the case notes for this project. Here are the detailed notes from our records:1. The "PC board" from another Archos that was provided would not have solved the...

issue with the device.2. We conducted a three week search for parts including contacting our partner network of providers in Asia and the United States, so that we could accurately quote the customer on the repair.3. After a lengthy search, the device was deemed non-repairable due to parts not available.  4. The initial $89 fee paid covers disassembly, testing/evaluation, parts sourcing, quote generation and reassembly, as well as costs associated with processing the order into our system including internal processing charges incurred directly by us.5. The return cost quoted to ship the device was $29 (shipping + handling).6. On March 2, 2015, the technician contacted the customer to inform him that we were unable to repair the device. We asked if he wanted to recycle or have it shipped back. He told us he wanted the device recycled but that he would like to keep the charging cord. We informed him that we would need payment for shipping the cord. He told us he would send that via Paypal. 7. When we didn't hear from the customer, we followed up with another call on March 9, 2015 but our call was dropped.8. We spoke with the customer on 4/22/15 where we indicated that we needed a small payment for the return shipping of the cord. Payment was never provided.9. Customer's wife called us on 5/7/15 indicating that she didn't want to have the device recycled. In summary, the customer's complaint counters what he told us. Further, once a device is recycled, we cannot retract that action unless we are notified immediately. We have a small window in which we can retrieve an approved e-wasted device before our provider takes over.Please let us know if you have any further questions or concerns and we will be happy to answer them.

Review: I sent San Diego PC Help my Samsung Galaxy S Tablet to replace the broken screen. They received the tablet on April 24th 2015. I called a week later to get an update. They said that there wasn't a service form with the tablet so the did not know how to proceed with repair. I gave them the info they needed and said they would get a tech working on the problem. I called two weeks later to see how things were going. They said that they had trouble getting a new screen to replace the broken one. I gave it some more time, and still they could not find the part. I went on vacation at the start of June and decided if they do not have the part by the time I get home, that I would just have them send the tablet back to me and try a different route. I called on June 8th or so to ask them to send the tablet back, the said they would. Waited. Called again to see what was up and they said they believed it was sent out. Called again June 25th, talked to a tech named Dave and he said that should have been sent out. I asked for a tracking/shipping info and he said he would email or call me back. Have not heard back since then. I paid $89 for someone to look at a broken screen and fail to find parts. All I want is the tablet back. They have had my tablet for over 3 months and have completed nothing. Just want it backDesired Settlement: Have them send me my tablet back, and if it is lost, then they should get me a replacement for their incompetency.

Review: San Diego PC Help received my Dell Venue 8 Pro tablet for repair in May 2015. I agreed to an $89 diagnostic fee paid up front. The first flag was the fee being double-billed. When questioned, the reply was "Clerical error". I reluctantly agreed to apply the double billing to the cost of the repair. After several weeks and many telephone conversations, I was informed by one [redacted] that the repair had been completed, the tablet shipped, and then returned by FedEx as undeliverable. No such notice was given to me by FedEx. No tracking number was provided hen I asked. Mr [redacted] then claimed the tablet had been shipped by US Postal Service, again with no tracking number. After several days of non-receipt, Mr [redacted] claimed the tablet was shipped by UPS, again with no tracking number provided when I asked for one. It is now the 1st of August and the company in not answering the phone, returning voice mails, nor replying to emails.Desired Settlement: Failing the return of the tablet either repaired or not, I would like my property to be replaced. San Diego PC Help has had my property since May of this year. If my property, valued at $250, has been lost, damaged, stolen, destroyed, or is otherwise un-returnable to me, I seek a replacement by way of a new Dell tablet of equal or superior value of the one that has been taken from me, or $250 via US Postal Service Money Order.

Review: My Archos 605 WiFi 160GB was not getting any power when pressing the on/off switch. I spoke with one of the technicians (Jonathan) at SanDiego Help PC and I asked if they still worked on the Archos 605. He explained that it is hard to get replacement parts for the 605. I told him that I would also send a PC board from an Archos 605WiFi 30GB that might contain parts to repair my unit. He then told me to send the Archos 605 160GB, power cord and the Archos 605WiFi 30GB PC board. I sent what he requested and a $89 diagnosis fee. I did not hear from them for over three weeks, so I called and asked, if they had diagnosed my Archos; it seemed as though they did not know what I was talking about. I then explained to them again what we discussed over the phone and the technician said that they would take a look at my Archos unit the next day. They called me and said that the PC Board would not fit my unit. I explained that I did not send the PC Board as replacement, but as a source of repair parts if needed. On April 2, 2015 Jonathan called and said that my Archos unit could not be repaired because they could not get the parts to repair my unit and that the $89 was for diagnosis and return cost would be $30. I told them that I wanted the items returned to me because I could use my hard drive, screen, and power cord and that I would pay the return cost through PayPal, if they would send me an invoice. When I had not received the invoice the next day, I called and Jonathan told me that they would pay the cost for return postage of the items to me right away. When I hadn’t received my items the next week, I called and spoke with technician [redacted] who said that he would speak to Jonathan about the delay in sending my items. I called several weeks later was told that they were downsizing/moving and would get back to me. I left numerous messages with no responses. May 7, I spoke with [redacted] who said he would check with the General Manager. It's now May 14th; they never called.Desired Settlement: SanDiego Help PC should return my Archos 605 160GB, power cord, a new battery, and the Archos 605WiFi 30GB PC board to me or they should compensate me for my loss. I had family pictures and videos, movies and almost two thousand songs on my hard drive. I purchased all the items through E-Bay in 2014 for $200.47

Archos 605 WiFi 160GB at $135+$13.52( shipping)

Archos Battery at $21.95 (free shipping)

Archos 605 WiFi 130GB at $25 + $5 (shipping)

Business

Response:

Thank you for giving us an opportunity to respond to this complaint. We contacted the original technician and have also pulled up the case notes for this project. Here are the detailed notes from our records:1. The "PC board" from another Archos that was provided would not have solved the issue with the device.2. We conducted a three week search for parts including contacting our partner network of providers in Asia and the United States, so that we could accurately quote the customer on the repair.3. After a lengthy search, the device was deemed non-repairable due to parts not available. 4. The initial $89 fee paid covers disassembly, testing/evaluation, parts sourcing, quote generation and reassembly, as well as costs associated with processing the order into our system including internal processing charges incurred directly by us.5. The return cost quoted to ship the device was $29 (shipping + handling).6. On March 2, 2015, the technician contacted the customer to inform him that we were unable to repair the device. We asked if he wanted to recycle or have it shipped back. He told us he wanted the device recycled but that he would like to keep the charging cord. We informed him that we would need payment for shipping the cord. He told us he would send that via Paypal. 7. When we didn't hear from the customer, we followed up with another call on March 9, 2015 but our call was dropped.8. We spoke with the customer on 4/22/15 where we indicated that we needed a small payment for the return shipping of the cord. Payment was never provided.9. Customer's wife called us on 5/7/15 indicating that she didn't want to have the device recycled. In summary, the customer's complaint counters what he told us. Further, once a device is recycled, we cannot retract that action unless we are notified immediately. We have a small window in which we can retrieve an approved e-wasted device before our provider takes over.Please let us know if you have any further questions or concerns and we will be happy to answer them.

Review: Over 7 weeks past repair estimate for additional iPhone repair (needed as a result of technician breaking component on phone motherboard during screen repair)

Timeline:

Took my phone in for repair on April 11, 2013. Order/paid $360.96 for digitizer repair (processed 4/12). Part came in on 4/12, took phone in. During repair, technician accidentally broke display chip on motherboard. Phone was never given back to me, retained by vendor to see if they could fix/outsource. After over a week of shody communication, emailed manager, who indicated trouble finding a local component repair source. Sent following to manager on 4/22:

==========

"Hi, my name is [redacted] and my iPhone 5 has been in your shop since the 11th, and the bottom line is that I do not yet have any options for repair on my phone, because [redacted] doesn't communicate at all. Granted, things didn't go well on the repair, but I would be much happier if I at least received updates - and they don't even have to be in person - if he calls my phone it would go to voicemail and he wouldn't even have to talk to me!

I'm most frustrated about the complete lack of communication, especially considering what happened. Here's a quick rundown of my experience, just so you know how patient I've been before deciding to contact you.

Visited your location on the morning of 4/10 to determine cost to replaced cracked iPhone 5 screen. Paid for the diagnostic. That afternoon was called and told that it did need the digitizer. Paid over the phone and picked up my phone that afternoon (phone was still usable, digitizer/display worked).

Around 12:30 on Thursday, 4/11 I received a voicemail that the digitizer was in, and I was at the shop around 12:45 (happened to be in the area, I live in San Marcos). Was told 30-45 minutes, so I left for lunch and came back an hour later. John attempted to turn on my phone, and the screen was black (they though it needed a charge and asked me for my cable, but the real problem wasn't a dead battery). [redacted] came out and couldn't get it on either. Almost 3 hours later, at 4:30, [redacted] told me he needed to keep the phone overnight. I told him I would be in LA the next morning, and couldn't get back until after 2. [redacted] said he would keep me posted throughout the day.

On Friday, 4/12, after not getting any voicemail from him before I had to leave LA at 1pm (and getting no response to my email through the web form, other that a generic "it's best to call" message), I had to drive all the way down the I-5 on Friday to Miramar (instead of 78 to San Marcos) to get an update on my phone. When I got the around 4:15, [redacted] told me that the display chip on the motherboard now has three broken prongs. He was going to call and see if he could find somebody that could fix the chip, let me know what he finds, and talk to his manager about the cost of the additional repair. Then I got stuck in the damn gravel truck turnver on I-15, when I could've been at home hours earlier had [redacted] simply left me a voicemail update.

After not hearing anything back Monday or the first part of Tuesday, I contacted [redacted] by phone on the afternoon of Tuesday 4/16, asking him to PLEASE, one way or another, just leave me a message with the status. HE DID that evening, saying that he found someone he though could do it, but they were out of the office and he's call me back tomorrow. Well, he didn't call back.

On 4/18, I called and got put on hold by John for 22 minutes while he transferred me, then he picked up again and said he'd transfer me again. Finally, after 28 minutes on hold, I got to talk to [redacted], who had an update for me that he thinks he found somebody out of state that can do it, but you'd have to ship the phone. When I asked what the cost was, he didn't know and said he's have to call and find out, then get back to me.

That's the last I've heard.

So, as of now, I have a phone in worse working order than when I brought it in eleven days ago, no quote to have it fixed, and no plan on where to go from here. I told [redacted] when I last talked to him that I understand [redacted] happens. If you guys can't take care of it, admit it - don't string me along with no updates. It's just REALLY frustrating from a customer perspective, when I'm trying to be patient and accomodating, but I'm also trying to run a business here. The extra driving time to get update, etc, all adds up.

So what I'm asking is this - can I please get regular updates on my phone? Can I find out what my options are? Send out of state for $x, have the motherboard replaced for $y, or leave with my broken phone for -$z?

I've tried to be patient, but my patience is really running thin right now.

[redacted] Reilly

[redacted].com

858-216-5356 (my iPhone #, voicemails are delivered instantly to my e-mail and I will return the call as soon as I get to a phone.)"

========

and his response on 4/22

===========

Mike,

We apologize profusely for all this and I now understand what is happening here. The issue with your phone is that the lcd connection on the logic board has been damaged. The pins are loose and now there is no picture. This damage occurred while we were replacing your LCD+digitizer, so we feel responsible to get this fixed for you. However, nobody we could find in the United States offers this repair.

I traveled to Singapore earlier this year and I met a business owner who is doing component level repairs of this nature. We should ship the phone to him (in Singapore) and he could repair it and send it back. I have used him before and haven’t had any issues, but the process is time consuming. Anyhow, we are happy to do it and pay for everything. Are you open to this option? Also, as I understand it, so far you have paid for a diagnosis/evaluation fee and the cost of the replacement LCD and digitizer, is that correct?

As your phone is with us, it seems that email is the best way to communicate at this time, so I will wait for your reply. Thank you very much.

Regards,

[redacted] | Regional Manager | San Diego PC Help

855-NO-GEEKS x[redacted] | [redacted]@sandiegopchelp.com

=========

After asking how long repair would take, he said his guestimate was 4 weeks. On Tuesday it will have been 11 weeks.

I understand it was a guestimate, and that the vendor delivering the product to his is outside his control, but this was a gross underestimate and my business is being damaged daily.

The manager now refuses to communicate, last saying (on 6/4) that I just have to wait. He does not respond to any further email inquiries (only 2 since then, not like I'm nagging him daily). I have been forced to start writing bad reviews, and am hoping that this complaint might help his realize he needs to communicate with customers, not ignore them. If this doesn't work, I'll have no choice but to purchase another phone and take them to court for damages.Desired Settlement: Give me my repaired iPhone 5 or give me a new iPhone 5. Phone was only 6 months old.

Business

Response:

The device has been repaired by a third party service provider (at our expense) and is in fully working condition. It is in the process of being shipped back to our location from Singapore. We have updated our customer to that effect. Regarding the other service issues, we will not respond at this time as we don't want to add fuel to the fire. Simply, we are looking to bring a fully transparent, swift resolution to this customer's complaint. We have served tens of thousands of customers over the years and our name is everything to us. We have a perfect Revdex.com record and we fully intend to preserve it!

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I simply wanted communication, and the vendor has started communication. I await delivery of the phone and consider this complaint resolved.

Regards,

Review: I submitted two laptops for repair with this company. Both were returned to me with defects; the first of which I returned for further repair under their '45 day warrantee' and was satisfactorily fixed.

The second laptop has a part switched out for which I was billed. This did not rectify the original problem. I contacted them by phone and explained that the original problem had not been fixed; I was told to return the laptop for further repairs.

In both cases the business' errors were blamed on workers within the company and, when accounting for why my second repair taking many weeks longer than originally cited (with myself needing to phone to remind them that they still had my second laptop) I was told the delay was due to both staff turnover and supply chain disruptions originating from "The Boston City Marathon Bombing." The second excuse was particularly egregious because the Bombing occurred some time (over a month) before I submitted the laptops.

Although 45 days has not elapsed since I retrieved the laptop, and I have contacted the business regarding the deficiencies of their repair, this morning I received a "Notification of Case Closure" regarding the second laptop. I'm quite sure this is a punitive action because I wrote a bad review of the company on Yelp, although I cannot prove this. I do not intend to contact the company further as I consider their practices to me to be, at minimum, incompetent and passive-aggressive, and at worst, hostile.Desired Settlement: I want my money back and I want a company representative to respond to my Yelp review, on the Yelp website, on behalf of their company.

Business

Response:

In response to this complaint, we have reviewed our documentation and technician's notes. The customer was using a non-approved, non-OEM, off brand power supply for his laptop, which caused overheating issues. We recommended he replace it with a standard Toshiba brand unit of correct specifications. With our own proper power supply, the customer's laptop operated without any overheating issue and passed our internal quality assurance. We notified customer to pick up his project, which he did, but it was returned it to us for the same issue. We repeated what we had told him as there was nothing further to diagnose or repair.

Short of replacing the power supply, which is his responsibility, we have performed our job in technically diagnosing and evaluating his equipment. There is no service issue here.

Review: I SENT MY ASUS TF300 TABLET TO SAN DIEGO PC HELP FOR SCREEN REPAIR 12/ 31/13 WITH $69.00 FOR EVALUATION FEE.RECEIVED CONFIRMATION OF DELIVERY AND ASSINGED TO TECHNICIAN ERIC BLACKCLOUD, REFERENCE CODE: [redacted] 1/13/14.I CALLED FOR UPDATE ON REPAIR, 2/3/14, AND WAS TOLD TO VERIFY THE PART THAT WOULD ARRIVE AT SDPCH ON 2/6/14.I CALLED 2 WKS LATER FOR UPDATE AND WAS TOLD TECH. WOULD CALLBACK BUT NEVER RECIEVED CALL BACK.I WAITED 4 MORE WKS AND CALLED SDPCH FOR UPDATE AND THEY WERE NOT SURE WHY THERE WAS A DELAY AND "PROMISED" TO CALL ME BACK FOR UPDATE BUT NEVER RECIEVED CALL BACK.I WAITED 4 MORE WKS AND CALLED SDPCH FOR UPDATE AND INFORMED THEM THAT I WAS RUNNING OUT OF TIME AND HAD TO BUY A NEW COMPUTER. THE JENTLEMAN SAID HE WOULD LET THE OWNER OF THE COMPANY KNOW WHAT HAPPENED AND AGAIN "PRPOMISED" TO CALL ME BACK NO MATTER WHAT BUT NEVER RECIEVED CALL BACK. TODAY IS 5/13/14, EXACTLY 4 MO. SINCE RECIEVING CONFIRMATION OF DELIVERY AND ASSIGNED TECHNICIAN/REFERENCE CODE. I CALLED SDPCH AND AGAIN ASKED WHAT WAS GOING ON AND REMINDED THEM OF MY FORCED PURCHASE OF NEW COMPUTER AND THEY SAID THEY WOULD CHECK INTO IT.THEY CALLED BACK ( FIRST TIME IN 3 1/2 MONTHS)AND "BY A MIRACLE" SAID THEY FOUND MY TABLET AND FIXED IT.TODAY, 5/14/14, I RETURNED THEIR CALL AND WAS TOLD THAT I WOULD HAVE TO PAY AN ADDITIONAL $200.00 TO GET MY TABLET BACK.I SAID THEY "DROPED THE BALL" AND FORCED ME TO BUY A NEW COMPUTER DUE TO THIS DELAY IN SERVICE.WHAT REALLY FURIATES ME IS KNOWING THAT MY TABLET HAS SAT FROM 2/6/14 WITH PARTS AVAILABLE AND FIXED YESTERDAY WITHIN A COUPLE OF HOURS.IF THE REPAIR HAD BEEN MADE ON TIME I WOULD HAVE NEVER NEEDED TO PURCHASE ANOTHER COUMPUTER AND ALL THIS WOULD HAVE BEEN AVOIDED. MY QUESTION IS "WHAT HAPPENED?"Desired Settlement: DUE TO THIS DELAY, IGNORING MY CALLS AND ADDED EXPENSE ON MY PART, IAM ASKING FOR THE RETURN OF FIXED TABLET AT NO ADDITIONAL CHARGE BEYOND THE INITIAL $69.00 EVALUATION FEE.

Business

Response:

Dear Mr. [redacted],

Thank you for taking the time to detail your experiences with our company. We are very disappointed that you had to wait such a long time for the repair of your device. We have serviced thousands of devices and each one has a detailed case log that tracks the service order dates, parts ordered, tracking and other information. Upon reviewing your case, we have discovered several points that need to be mentioned which we hope will explain the delay:

When we originally evaluated your tablet we diagnosed the issue as a cracked digitizer. We also noticed that there was some damage to the flex cable that connects the digitizer to the motherboard. This is why we perform an evaluation, to determine if there was any further damage from the incident that caused the digitizer to crack. When we order parts, we match the exact part number that is installed in your device with our vendor's databases. Otherwise, we may order a part that is not precisely matching your device. In your case, we had unusual difficulty obtaining parts for your make and model of tablet. We performed a lengthy parts sourcing service and eventually found a replacement flex cable, however it was from a vendor we never used before as we were unable to find it via our normal partners. We ordered the part anyway to see if it would work but the one we received did not match you device, despite the similar appearance. We then ordered an additional two parts and after a total of three attempts, were unable to successfully repair your device.

We recently we hired a new expert tablet repair technician. We gave him your project to see if he could fix your original issue cost-effectively. He performed a lengthy parts sourcing service and eventually found the correct flex cable replacement part and ordered and installed it along with the digitizer. Further, please try to understand that at no time did we quote you for the replacement of the flex cable. We incurred the expense of purchasing and installing the part ourselves. We also incurred the expense of purchasing parts that did not work as they were non-returnable.

In light of the time, effort and expense we have put into your device, we are not in a financial position where we can simply hand back your tablet fully repaired free of charge. We have put considerable energy into the project and even if you pay us the amount that we quoted you and you approved, we will still be losing considerably. We feel that the amount quoted was fair, and we ask for your understanding: small device technology repair can be very challenging, time-consuming, expensive and problematic. The components are squeezed together in such a way that can make servicing very difficult. Add to that the challenge with acquiring the correct parts (manufacturers such as Asus do not make parts readily available on the marketplace due to their self-imposed restrictions) and the challenges can add up.

Again, we apologize for the delays and we hope that this better explains the unusual circumstances with regard to your project. We are happy to ship the tablet back to you for the amount you originally approved, which we feel is a fair and reasonable price. We would be happy to discount the labor by 15% in recognition of the unfortunate delays with your project. Lastly, we are happy that your device is working perfectly and we want you to have it back as soon as possible. We only need payment for the parts and labor performed minus the 15% discount.

If you have any further questions, please feel free to give us a call so we can discuss the project with you.

Sincerely,

Service Team

San Diego PC Help

1-855-NO-GEEKS

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Back in july of 2013 I sent in a Lumia 900 phone to be repaired at this business. However to date and after many attempts contacting the business, I have not received any service and device has not been returned to me. I believe I have been charged a diagnostic fee and I feel this business has not delivered on its promise to repair my device.Desired Settlement: I would like to see a refund for diagnostic charges and defective device returned to me. The only exception is if device cannot be returned, I expect same type of replacement phone sent back to me.