Slate & Tile Roofing Co., The

We're contacting the customer to seek a resolution

Mrs. [redacted],We received your letter and wanted to let you know, we are in process of reaching out to you to see how this can be resolved. Due to the public nature of the complaint I do need to address a few items in my response here; however please keep in mind the resolution we come to with regards...

to your specific complaint will potentially be different.We did repairs on your Dell laptop, the only issue it came in with as described by your husband was the Laptop was running slow and wanted a quote for a new charger.We quoted our standard AC Adapter/Charge price, and it was declined. Once we tested all the hardware to make sure the slowness wasn't due to a bad part, we proceeded to run a full tune-up on the laptop in which we removed:1 - Virus 33 - Malware infections 50 - Spyware infections21 - Browser hijackers 540mb of bad - Temp Files 3 - Registry errorsThis is quite a few problems to find on a PC and once all were removed, laptop was tested again and ran smoothly. Upon return appointment we offer all of our customers a free 30 day warranty and a month free of our support service, we go over the benefits of the service and the authorization of renewal charges if service is continued. We ask that you read over the agreement and sign, making special note of support renewal dates (we even highlight or circle it for you) and have a whole section on cancelling if you choose to go cancel the service (We do have a copy of your receipt with the signed authorization). We then make a phone call prior to the first renewal to do a quality assurance call and make sure you had no issues with original service or any questions about the support service renewal. This is the call you stated we made and never heard back from you about. Even then if there was any confusion about the plan or any issue with it's use within the first 90 days and you contacted us to request cancellation because you intended to cancel, forgot about it, or just changed your mind; as long as the support plan hadn't been used we would have refunded those first three charges (Which I have now already authorized to your account). In addition at time of return you were able to request not receive the free first month of the support plan and cancel it before it starts, it would have resulted in no additional authorized charges. So to say "This is very deceptive" is not true and goes against the way we run our business as a "Customer First" company.Also had there been any ongoing issues with the PC we worked on, our online support, or our 30 day in-shop warranty would have handled it. We never received any contact until now and we unfortunately can not fix or address an issue for which we have not been made aware. I understand that you replaced the PC since, and at that time you would have had the option to qualify that computer for the support plan or cancel it using the instructions given on receipt at time of checkout. We have numerous ways to cancel to include: email, call, webchat or use the Support Service itself to let us know you wanted it stopped and it would have been done immediately.I look forward to discussing this with you further and see what we both can do to resolve this,[redacted]General ManagerNerds On Call

We're contacting the customer to seek a resolution.