SUMMIT
COMPUTER & TECHNOLOGIES
Date: 6/12/
To: Revdex.com
PO Box
DuPont,WA
From: SUMMIT Computer & Technologies
Christopher O
*** *** *** * Monmouth, OR
Subject: Complaint (ID # ***]
Good afternoon, in response to Complaint ID # ***,I would like to explain what transpired between said customer, myself and my senior technician, which is also documented fully, (see enclosed pages: copies of all work completed.)
On May 16,@
*** *** and her husband came in while I was helping three other customersOnce I was finished I introduced myself, shook their hand and asked them how we could be of assistance to themShe proceeded to put her laptop on the counter and explained to me that it would just shut off randomly and it got to the point where it would go off with minutes of it powering onAfter looking at the laptop, with as bad a shape as it was in, I told them with the fan vents plugged they were most likely experiencing an "automatic" thermal shutdown- which the processor does automatically to protect itself from overheatingAfter entering them into our ticketing system, explaining the cost and potential problems with thermal shutdowns- they stated that they would just like a system cleanup done which was a flat-fee of $explained with as busy as we were that we wouldn't get to it till Monday afternoon(We are open Saturdays from 1000-1500]They went ahead and agreed, signed my intake form and left
On May 18,@
One of my senior techs proceeded to physically clean the laptop, blow out the veins of the fan with our tools, test memory, fans and the hard drive to make sure no hardware was damagedAfter these tests were completed, no hardware issues were questionable at this time
NOTE: At this time, I would like you to read the ticket notes (See enclosure #1: Ticket # ***) and notice the timestamps on each of our documented explanationsAfter each one of these comments is saved to the system, it emails and texts the customer at the same time automaticallyThis has been our best source of communication and we have not had any issues with people not receiving themOnce completed please continue the rest of this letterThank you
On May 22,@
After finishing the testing and burn in period of repairs, my technician felt comfortable, releasing the machine to the customer, as it was not having any more issues after the video driver was replaced, (see ticket # ***)He proceeded to finish wiping it down, documenting the repair and notified the customer via telephone that the machine was ready for pickup- left a voicemailSo, from start to finish the machine was only in our possession for days in which I explained when they brought the machine in, that we wouldn't get to it till Monday which knocks two (2)days off submitted timeSo, we were working on the machine for a total of daysNot sure where she gets this two weeks issue she claims in the letter to Revdex.comShe paid, took the machine and left happy go lucky
On April 2,@
Said customer and her husband stopped into the shop again about a week in a half laterThey proceeded to power on their laptop and it came up with an error: BOOT DEVICE NOT FOUNDMy technician attempted to start the system to and got the same error message- he explained that by the looks of it, unfortunately, that the hard drive in the computer has completely failedHe attempted to do a restart, it finally went into a "repair state" and failed miserablyAt this point the only thing we can do is install a new hard drive and install Windows againA new hard drive would run about $30-$and the restore would be $(all standard rates)They proceeded to not argue, said it wasn't worth it and said they'd just rather buy a new one
As unlucky as this is, I feel for the customer, but if we could anticipate electronic equipment failing I'd be playing the lotteryMy employee was just explaining to them what finally happened - probably due to the overheating -and that the drive physically failedI truly believe we acted in the most professional, courteous and fair way any business could possibly actI am concerned that she went straight to the Revdex.com with this as my employee told me about it but she never tried
My apologies to her if she thinks she was wronged in any way, shape or form but I can honestly tell you we put customer service as priority and will always do what we can to help- but, unfortunate as this is- electronics do fail and we can't anticipate whenI do not feel I need to neither refund any money nor do any work free of chargeBUT what I am willing to do is give them 20% off the labor charge of a reinstallation as long as they provide and/or purchase the drive from us and let us to the labor for the repairIf you have any questions, please feel free to contact me at your leisure at the numbers provided
Thank you,
Chris O***
SUMMIT Computer & Technologies, LLC
Owner
*** *** *** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
SUMMIT
COMPUTER & TECHNOLOGIES
Date: 6/12/
To: Revdex.com
PO Box
DuPont,WA
From: SUMMIT Computer & Technologies
Christopher O
*** *** *** * Monmouth, OR
Subject: Complaint (ID # ***]
Good afternoon, in response to Complaint ID # ***,I would like to explain what transpired between said customer, myself and my senior technician, which is also documented fully, (see enclosed pages: copies of all work completed.)
On May 16,@
*** *** and her husband came in while I was helping three other customersOnce I was finished I introduced myself, shook their hand and asked them how we could be of assistance to themShe proceeded to put her laptop on the counter and explained to me that it would just shut off randomly and it got to the point where it would go off with minutes of it powering onAfter looking at the laptop, with as bad a shape as it was in, I told them with the fan vents plugged they were most likely experiencing an "automatic" thermal shutdown- which the processor does automatically to protect itself from overheatingAfter entering them into our ticketing system, explaining the cost and potential problems with thermal shutdowns- they stated that they would just like a system cleanup done which was a flat-fee of $explained with as busy as we were that we wouldn't get to it till Monday afternoon(We are open Saturdays from 1000-1500]They went ahead and agreed, signed my intake form and left
On May 18,@
One of my senior techs proceeded to physically clean the laptop, blow out the veins of the fan with our tools, test memory, fans and the hard drive to make sure no hardware was damagedAfter these tests were completed, no hardware issues were questionable at this time
NOTE: At this time, I would like you to read the ticket notes (See enclosure #1: Ticket # ***) and notice the timestamps on each of our documented explanationsAfter each one of these comments is saved to the system, it emails and texts the customer at the same time automaticallyThis has been our best source of communication and we have not had any issues with people not receiving themOnce completed please continue the rest of this letterThank you
On May 22,@
After finishing the testing and burn in period of repairs, my technician felt comfortable, releasing the machine to the customer, as it was not having any more issues after the video driver was replaced, (see ticket # ***)He proceeded to finish wiping it down, documenting the repair and notified the customer via telephone that the machine was ready for pickup- left a voicemailSo, from start to finish the machine was only in our possession for days in which I explained when they brought the machine in, that we wouldn't get to it till Monday which knocks two (2)days off submitted timeSo, we were working on the machine for a total of daysNot sure where she gets this two weeks issue she claims in the letter to Revdex.comShe paid, took the machine and left happy go lucky
On April 2,@
Said customer and her husband stopped into the shop again about a week in a half laterThey proceeded to power on their laptop and it came up with an error: BOOT DEVICE NOT FOUNDMy technician attempted to start the system to and got the same error message- he explained that by the looks of it, unfortunately, that the hard drive in the computer has completely failedHe attempted to do a restart, it finally went into a "repair state" and failed miserablyAt this point the only thing we can do is install a new hard drive and install Windows againA new hard drive would run about $30-$and the restore would be $(all standard rates)They proceeded to not argue, said it wasn't worth it and said they'd just rather buy a new one
As unlucky as this is, I feel for the customer, but if we could anticipate electronic equipment failing I'd be playing the lotteryMy employee was just explaining to them what finally happened - probably due to the overheating -and that the drive physically failedI truly believe we acted in the most professional, courteous and fair way any business could possibly actI am concerned that she went straight to the Revdex.com with this as my employee told me about it but she never tried
My apologies to her if she thinks she was wronged in any way, shape or form but I can honestly tell you we put customer service as priority and will always do what we can to help- but, unfortunate as this is- electronics do fail and we can't anticipate whenI do not feel I need to neither refund any money nor do any work free of chargeBUT what I am willing to do is give them 20% off the labor charge of a reinstallation as long as they provide and/or purchase the drive from us and let us to the labor for the repairIf you have any questions, please feel free to contact me at your leisure at the numbers provided
Thank you,
Chris O***
SUMMIT Computer & Technologies, LLC
Owner
*** *** *** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***