Tech 2 U

CSM Spoke with customer on 7/16/Tech 2U Agreed to send a technician out as requested to resolve the issue

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
I will consider this matter closed upon receipt of payment

Mr& Mrs***,I’m very sorry to hear that you’re dissatisfied with the service provided by Tech 2U We work very hard to make sure every customer is happy with their service As you’re aware we determined that your hard drive had a level of hardware failure that made it
irreparable After replacing the hard drive the computer seemed to be working well but unfortunately it was determined that the motherboard had also failed and was causing some of the initial symptoms that you called in about We are still more than happy to fix the computer for you but understand that it wasn't cost effective once you add up the price of labor and both parts This is why we have refunded all of the money that was paid to us for the hard drive and labor including our $minimum diagnostic fee for our time Although Tech 2U has refunded you in full we’re still more than happy to assist you with any basic setup of a new computer in our office at no charge considering your dissatisfaction Regarding your request to purchase you a new computer, we don’t see that it is an obligation of Tech 2U to provide you with a new computer as the failure of your current one was at no fault of Tech 2U We understand your frustration with the failure of your current PC and would very much appreciate your business in any way we can help If you’d like to purchase a computer and have it brought into our office for any basic setup we are happy to do so for you at no charge *** ***General Manager###-###-####

I [redacted] (Operations Manager) Spoke directly to customer on 3-3-15, agreed to 50% refund on services provided. Customer agreed that this was a fair resolution to her complaint.  Regards, [redacted]Operations Manager [redacted]...

[redacted]www.tech2u.com

We wish to withdraw our complaint filed previously. The company has refunded out money.

Hi Mr. [redacted] We tried to reach you in the afternoon of 6/28/16 and were unable to reach you by phone. We called again on the morning of 6/29/16 and left you a voicemail. In the voicemail we stated that we would be happy to replace your hard drive at no additional labor charge as...

long as you pay for the drive. You can either buy the drive from us or you can pick it up wherever you’d like and we will still install if for you at no additional labor charge. If you decide to cancel your chargeback with [redacted], please bring your computer to the Tech 2U nearest you and we will install one of our hard drives or a hard drive provided by you at no additional cost to you. If you still wish to chargeback down to the $99, we will not contest your chargeback. If you chargeback to $158 your [redacted] anti-virus license will remain active. Testing the hard drive requires us to run tools that can take a significant amount of time, we do not run these tools unless we see a sign of drive failure, the first time we were out we saw nothing that would indicate your hard drive was failing. The reason we uninstalled [redacted] and recommended that you use [redacted] anti-virus is because [redacted] was preventing us from installing a wireless adapter, which was the cause of you being unable to get online the first time we came out to your home. You are welcome to call and speak to me at anytime, I am more than happy to work with you and to help you. Sincerely, [redacted]Operations ManagerTech 2U

I am rejecting this response because:Tech 2U states it’s against their policy for any employee to discuss costs with customers, I find that to be questionable because it was always an employee who informed me of costs for a service or product.  They also state the $59 charge was for the [redacted] product as well as remote support service for the product. I was told $59 was the cost of the product itself.  Had I known I was being charged an additional $25 for remote support, I would have declined and contacted [redacted] directly.  Due to ongoing computer issues, I was no longer comfortable using Tech 2U services and therefore stopped in 2014.  But this is not about the last time I used their services or about product warranty; this is about the extra cost in addition to the product that I was never made aware of.  [redacted] provides a 1 year license of the product, automatic renewal of the newest version and free phone support service.  Since purchasing the product directly from [redacted], I have had no computer issues.   I find it to be so unprofessional that the owner of Tech 2U will not accept responsibility for what has happened.  Tech 2U needs to do the right and fair thing by issuing a refund AND an apology for the rudeness and disrespect that I received on the phone yesterday from their employee.

I am rejecting this response because: First of all, your tech Scott said he booted it several times the first time and said it was fine, second, the person that dropped off, turned it on and left without checking that it was actually truly working properly, and third because of this, as of April 2, I will be 3 weeks without a good working computer. So, yes, as far as I am concerned you owe me a computer. Technically, this computer costs me about 700 dollars but because of your repair costs, that is why we are setting the value at 3 to 400 hundred dollars. Its a shame that you can't owe up to the fact that you gave very poor, inadequate, and untimely service which has caused me to have a delay in a very serious and massive project. Not very happy with this at all. Moreover, I feel your techs are incompetent, who would leave someone with a product without making sure it properly worked and who would check just one thing? If you were really professional, as a doctor would, you would have checked everything to make sure, however, you failed to do so. If this does not get resolved after this, I will seek legal counsel.

Review: I contacted Tech 2 U and had an appointment scheduled for 6-9-2016. After a five hour window a tech showed up. I in informed this tech of what the problem(s) were. The desk top would not connect to the internet, when on line, it would freeze, shut down and randomly seem like someone else had control over the mouse.

The tech said the diagnostic search concluded our anti virus program was causing the problem and that he recommended we unable the program. He also said his anti virus program was much more advanced and current. He installed his program for $59.00 rebooted the system and said everything was clean. He had performed a "clean up" on the system and charged me $189.00 for this service plus the $59.00.

Three days later on Sunday June 12th the same problems occurred. I called Tech 2 U again and this time I blew a fuse. I told them I could not wait another 5 hours for a tech to arrive.

They scheduled one for the following Thursday (June 16th) with an hour window. A family emergency arose the day before and I had to reschedule to the following week to June 23.

The same tech arrived, performed a "guarantee " service and now said the hard drive was going out. "[redacted]" [redacted] said, I can replace the hard drive for $200.00 labor and $200.00 for parts, a total of $400.00. I told the tech I was not going to put $400 into a five year old desktop after they already charged me $248.00. His diagnostics was a complete rip off. Today, June 28th I contacted the office and informed them the computer was doing the same thing. Not connecting to the internet. I took a picture of the screen with the date. Same problem two weeks later.

I talked to some goon by the name of [redacted]. He supposedly was in customer relations. Did not offer any help, was agrumentative and said this was a completely different problem.

I have contacted [redacted] to stop payment, investigate and file a complaint against this shady practice. I told this goon I don't mind paying for a service providing it was completed.Desired Settlement: A service fee originally quoted was $99.00 for the first 15 minutes. These goons wasted 7 hours of my time, cost me $248.00 for nothing and are providing no help. I will pay the $99.00 fee only. They bilked it, diagnosed it incorrectly, probably on purpose. I am also contacting [redacted] fto write a poor review of them .

Business

Response:

Hi Mr. [redacted] We tried to reach you in the afternoon of 6/28/16 and were unable to reach you by phone. We called again on the morning of 6/29/16 and left you a voicemail. In the voicemail we stated that we would be happy to replace your hard drive at no additional labor charge as long as you pay for the drive. You can either buy the drive from us or you can pick it up wherever you’d like and we will still install if for you at no additional labor charge. If you decide to cancel your chargeback with [redacted], please bring your computer to the Tech 2U nearest you and we will install one of our hard drives or a hard drive provided by you at no additional cost to you. If you still wish to chargeback down to the $99, we will not contest your chargeback. If you chargeback to $158 your [redacted] anti-virus license will remain active. Testing the hard drive requires us to run tools that can take a significant amount of time, we do not run these tools unless we see a sign of drive failure, the first time we were out we saw nothing that would indicate your hard drive was failing. The reason we uninstalled [redacted] and recommended that you use [redacted] anti-virus is because [redacted] was preventing us from installing a wireless adapter, which was the cause of you being unable to get online the first time we came out to your home. You are welcome to call and speak to me at anytime, I am more than happy to work with you and to help you. Sincerely, [redacted]Operations ManagerTech 2U

Review: Tech 2U recommended [redacted] for my computer and told me the cost would be $59. I asked if that was the actual [redacted] cost and was told "yes, that is what we pay." Because I believed what Tech 2U told me about the price, I had them renew the [redacted] on my computer on 4 different occasions totaling $236. In 2015, I decided to contact [redacted] directly for renewal of the [redacted]. That is when I learned Tech 2U was dishonest when they told me [redacted] charges $59 when in fact [redacted] charges $25 less. I immediately called Tech 2U and asked why they charge $59 and was told it was for "labor rates." I let them know that was never revealed to me at any time and that they should give me a refund but they declined. I called Tech 2U again today to see if they would do the right thing and reconsider giving me a refund. I spoke with [redacted] who said he was the "Operations Manager." He was very unprofessional and disrespectful and made no attempt to resolve the issue. When I asked to speak with the owner, he told me the owner would tell me the same thing.Desired Settlement: Due to misrepresentation, I am requesting a full refund in the amount of $236

Business

Response:

[redacted], Thank you for reaching out to the Revdex.com for resolving this dispute, we are more than happy to provide the information we have to help the Revdex.com with the resolution. It seems that your primary concern is the cost that you paid for [redacted] when you originally purchased it and when you renewed it. I’ll do my best to address that concern. It’s against our policy to have any employees to discuss costs of products and services with our customers. I would be very interested in knowing who spoke to you about the cost of service and when. Most of our staff isn’t aware of the cost analysis is on any of the products that we sell. Our $59 [redacted] product was sold with a 1 Year license of the product as well as one year of support from Tech 2U, in the event that [redacted] has any issues we cover it. Our $59 product also includes a remote support service to renew the product and update it to the newest version once per year, which you took advantage of twice. When you purchase [redacted] directly from [redacted] you don’t get support from Tech 2U for the product or the free remote support annually to renew the product and upgrade the version that you have installed in your PC. The last record we have of providing any service to you was in March of 2014. Before that was in March of 2013. In both instances, no services were paid for, only the $59 [redacted] renewal and upgrade to the newest version. If you can please provide any documentation that you’ve used us in the last year, I can help you further but the last product that we provided you expired nearly a year ago. Considering there weren’t any concerns about the functionality of your computer and the [redacted] product, I’m afraid that we cannot offer you any refund as you’re nearly a year out of any product warranty that we would offer and it sounds as if the product has done its job as expected.

Consumer

Response:

I am rejecting this response because:Tech 2U states it’s against their policy for any employee to discuss costs with customers, I find that to be questionable because it was always an employee who informed me of costs for a service or product. They also state the $59 charge was for the [redacted] product as well as remote support service for the product. I was told $59 was the cost of the product itself. Had I known I was being charged an additional $25 for remote support, I would have declined and contacted [redacted] directly. Due to ongoing computer issues, I was no longer comfortable using Tech 2U services and therefore stopped in 2014. But this is not about the last time I used their services or about product warranty; this is about the extra cost in addition to the product that I was never made aware of. [redacted] provides a 1 year license of the product, automatic renewal of the newest version and free phone support service. Since purchasing the product directly from [redacted], I have had no computer issues. I find it to be so unprofessional that the owner of Tech 2U will not accept responsibility for what has happened. Tech 2U needs to do the right and fair thing by issuing a refund AND an apology for the rudeness and disrespect that I received on the phone yesterday from their employee.

Review: I brought my MacBook Pro into Tech2U for a repair on July 21st, 2015.The computer had a broken LED screen and a small dent near the apple symbol on the back of the screen cover. The screen still worked, showing a partial picture and nothing else was disturbed. It had never been dropped, only bumped hard enough by the corner of a door that it dented and broke the LED from behind. Thankfully I was still able to hook it up to an external monitor up until I had saved just enough to get it repaired. I had two different people assisting me, both assuring me it was a simple repair they would just need to order the part but they would have it finished for me in two to three days. So I paid for the part that would need to be ordered, knowing I was paying more than it was worth but accepting that they probably went with certain companies and maybe had warrantee agreements to justify the price. I tried to be very understanding and patient throughout this entire process, but I feel like they took advantage of that.Two days later they inform me that they had broken the glass while taking it out to replace the LED. They were going to charge me for the additional part until I insisted that it was not broken when I dropped it off and that they had assured me I would only be paying for the one part. (Steven the manager) told me that he would see what he could do, and eventually called me back reassuring me that they would cover the cost of the glass and it should be ready by Wednesday.One week later, two days after they promised they would call for pick up, and not receiving any updates, I called to check on the progress of my computer, this was extremely inconvenient, and I had to call several times before Steven called me back.They had insisted that they would have it done in two-three days so I would have plenty of time before I moved out of town in several weeks, at this point, I have postponed my move a full day waiting to pick up my computer, because they had promised would be finished that day. I ended up having to leave while still waiting for them to fix my computer. They told me that the picture wasn't working now and they would have to replace another part. They ordered that part and another week went by before they received the wrong part and had to reorder, meanwhile even though they promised to call and keep me informed, I'm not getting any updates, I have to call them every time.Finally they replace the part but by the time Ive called back to see how its going they tell me theyve also replaced my motherboard without informing me.I use my computer for work, so all this time is costing me money, they seem to have no concern or appreciation for this fact and hold onto my computer for three more days before we call and insist that they mail it back to us. Now my husband was having to call them as well.When I finally got my computer in two days ago it had a completely different screen unit, with scratches and makes all over the computer that were not there when I dropped it off. There are light spots in in the screen picture, it looks like they used a screen from another repair and didnt bother fixing this one either but charged me anyway.I always kept a cover on my computer to resist dust/scratches and other damage, but the dent that was near the apple symbol is gone, and it almost looks like they pried the screen off bending the hinges. It looks like they were really rough with my computer and dishonest about their repairs to it, I am very upset.Also, on my bill it says they replaced an LCD screen when the repair was originally to replace an LED screen.This caused a lot of stress for my husband and I as we rely on this computer for work, and it had so much of our lives on it. I am extremely dissatisfied with their service.Desired Settlement: I would at least like a refund of my payment for their services as I am still going to have to take it somewhere else to be repaired for something they promised to do. I would have gone somewhere else with that money had I known what I was getting into with them.I would also like people to be aware of my experience with them so that they can avoid using their services if this is what they can expect.

Business

Response:

After carefully reviewing the details of the service provided for the customer, Tech 2U issued a full refund to the customer on 8/24/15.

We used to go to [redacted] but it was sold to Tech 2U. I needed to know why my cabinet design program was suddenly not able to display all functions. I told Ian the only change had been an upgrade to Windows 10. Realizing that, I had attempted to revert back to Windows 7 but was not able to. So the estimate was $189 to have Windows 7 put back on and if that didn't fix it, then I needed them to figure out what to do. A lot of money I thought but I needed this done and [redacted] had recommended them. I now know that was simply a term of selling their business to them.
Ian called me and said it was all ready to go. Only when I got down there, he'd installed Windows 10 and never bothered to look at my program. Oddly enough it was not fixed. That's sarcasm!
Three days later, he called and said he figured it out. This time he had installed Windows 7, but my program was not fixed. To which he said, "Just use this button here, and see, the graphics are fine." Except they weren't. When I explained this to him he just said he didn't know. "Maybe its the GPU." Isn't that why I pay you; to figure these things out.
"Well sorry I couldn't fix it." Then he told me my bill was almost $400. What!? "Well we added memory like you asked. That program will work much faster now."
"Why would I have you add memory to a computer that can't display my program correctly?" I asked. I had him remove the extra memory.
But still, I paid $189 for him to not do it right the first time, then install Windows 7, but not be able to figure out how to fix my program. He never checked the graphics card. So basically I paid to have Windows 7 installed.
These people are a joke.

Review: I called,spoke to [redacted],explained the issues with my computer i.e. crashing,freezing,etc.,and he said to bring it in. I told him I was disabled and had to wait for someone to put it in my car for me. I took it in later that day,and he looked at it for a few minutes and said it would be $129 to fix it,and it would be done in 2-3 days. 2 days later he called me and said it was done and I could come pick it up. When I got there he hooked it up at his desk,and it was still having issues. He spent about 45 minutes working on it and said it was good to go. I gave him $130(he never offered my $1 change),and he put it in my car. My son hooked it up that night and it was okay for about 2 days.(before I took it in it would go for 2 or 3 days without problems also)I called about a week later hoping it would clear up and spoke to [redacted]. He said just bring it in. I explained to him once again that I was disabled,and asked if someone could come out since I already paid,and he said no. So he took control of my computer remotely and worked on it for awhile and said it was good. But it wasn't. My [redacted] was no longer working,which I figured out how to fix myself,and I had to disable my anti-virus program to keep it from crashing. A few days later I called back and he said just bring it in. Once again, I explained my disability,so he worked on it remotely again for over an hour,then called me and told me it was fine now. I didn't have time to go on it until after 6 P.M. that night(they were now closed), and it was worse than it was before. These boxes kept popping up from things he had installed or used to try and fix it,the browser was still crashing every hour or so,and my printer would not work on anything except Word Pad. Kept saying there was some error in the exe.printer spool or something. At this point I gave up as I am in poor health and cannot deal with this. On 2/17/15 I borrowed some money and bought a new computer. He told me 3 times he could sell me new a computer. Is that why it wasn't fixedDesired Settlement: All I want is my money back. I had a 30 day warranty, which is up tomorrow, and in those 30 days, they could not do what they promised. I am disabled, and on SSI. I cannot afford to be cheated out of $1.29 never mind $129.00.

Business

Response:

I [redacted] (Operations Manager) Spoke directly to customer on 3-3-15, agreed to 50% refund on services provided. Customer agreed that this was a fair resolution to her complaint. Regards, [redacted]Operations Manager [redacted]www.tech2u.com

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I will consider this matter closed upon receipt of payment.

Review: On Jan X XXXX we contracted with Tech 2 U to install a new computer at my storage office, and to just transfer files over. Computer is not operating.

On Jan 5th 2013, I contracted with Tech 2 u to do a file transfer to a brand new computer at my storage location. They have done this in the past with no problem at another site and I was happy with the result. The charge for that was $209. Over the past 3 weeks, they have failed to show up for scheduled service calls 4 times and they have showed up and billed me on 5 additional dates. Totaling $1300. I am actually the one whom had to call and get the gate and storage software installed myself seperately which is why we contracted them. They then told me I needed an internal component adapter for the gate software, I have always had external adapters in the past that work just fine (in fact this is the case at the other site they did this to in april 2012). After installing the adapter the brand new computer freezes, shuts down, and fails to reboot daily... I have tried to get them to come out and remove the adapter and test the external one to see if it is merely their hardware failing... They refuse and instead said they were too busy. I was able to get things temporarily (only for 30 minutes communicating properly) this morning but then when they remoted in rather than coming out as they had promised, they messed with the port configuration and now the storage software does not communicate with falcon (the gate software) at all... all entries have to be manually input. The store is at a stand still as we cannot lock deliquient units, we cannot unlock customers who paid, and we can not rent to new units and give them gate codes. I have done all of the work that resulted in any success and yet keep getting billed, I have paid many different checks and we are still not where we should be. All I want is this to be fixed correctly. What I recommended is to come out and remove the internal component they installed and then try our external one. If this works then they can order a new adapter since it would be a hardware failure, and if not then we know that there is probably damage that was done when they installed it... I know this can be done because again, we had Stephen do it at our other location, same software etc in april 2012 also I managed to get it to work temporarily this morning but the adapter they installed is clearly failing and freezes, and shuts down. At this point I would like it fixed correctly and I feel that we are due a refund due to the lofty overpayment based on the actual cost having should have been $209 as before and all work that was actually done correctly was done by myself IE: installing gate operator software and Storage software.

Thank you for your time,

President/Owner

Elite SSM, LLC

on behalf of 1st American Self Storage

XXX-XXX-XXXXDesired Settlement: I feel that we should either have someone come out and get it fixed, or they should contact someone that can fix it. Additionally we should be entitled to a refund amount because we have been overcharged for unnecessary time when I have done all of the legwork that has resulted in anything working.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@ts2u.com

This complaint is being resolved with the owner of Tech 2U. No further action required from the Revdex.com at this time.

Business' Final Response

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@Tech2u.com

Per customer request service is being performed to repair ongoing computer repairs at no charge to customer for the related work.

Review: I took a 1tb hard drive that crashed to Tech 2 U. After months I was told by more than one employee they recovered almost a full tb of data. I was told I needed to purchase a new drive for the data to be transferred and it would have to be at least 1tb. They said to bring it to the store and they would do it there. I bought the new hard drive and had a 14 day window if it was defective or I wanted to return it from the place of purchase. I took the new drive to Tech 2 U where they informed me the actually had to send it to the lab in CA. I told them about the 14 day window. They assured me someone would rush it and they would call me on Monday (2 days later). No one called me as promised. I contacted them after a week wondering what the heck was going on. They said it would be arriving in a few days. I received a message that it was ready for pick up. The day I was going in to pick it up I received a call from [redacted] who said they didn't use my provided drive, it was still sealed. They provided a drive as a courtesy to me because they were only able to recover 215g vs. the 1tb I was already told. Now I have a pricey hard drive I can't return (it went over 14 days). I didn't need to even purchase the drive let alone one that size. They led me to believe my entire drive was recovered which was not the case. I was sill charged the same amount. They have no interest in helping their customers and refused to do anything for me when I was expecting all my data and only received a portion of it. They called it a "miscommunitcation". They had my drive from December of 2012 until May of 2013. I was told the charge for 1tb was 1385. and I was charged the same amount for only 215g. Not all of my data was recovered as promised. I am still missing significant amounts of data. Desired Settlement: I didn't have a problem paying that amount when I was told nearly 1tb was recovered. I feel for the problems this company caused I am entitled to a partial refund. The employee I spoke with yesterday was on the phone with the owner who insisted that no refund of any type would be given. I think a minimum of $300 would be fair refund. After all the broken promises and false information I think that is the least they could do. I was charged $1385 and I only received less than 1/3 of the promised data.

Business

Response:

Business' Initial Response

I personally spoke with [redacted] and I refunded her $120 back to her credit card and I also mailed her a Tech 2U Gift Card of $159. Please let me know if there is anything else you need from me.

Thanks again!

Review: Had my laptop repaired for the screen going black.It was first diagnosed a video card problem at my home.But when brought in to shop they said it was the hard drive.I paid them 341.70 for the repair. Symptom persisted sent computer back to them by mail.They did some revamping to mother board.Symptom persisted. Said they had to test mother board to see if they could do it again.There was a danger of burning motherboard up.I said I want a new motherboard then.They put in a new motherboard and charged me 219.00 dollars.The symptom of screen blackout was still there.Now they say its the video card and want to charge me another 399.00 dollars for the part alone.I said forget it give me my money back.They agreed but want to charge me another 95.00 dollars for a flash drive to put the data on my hard drive on.And they're going to take the hard drive out and the motherboard out put the old motherboard back in but my old hard drive is disposed of.So I would be getting back a broken computer without a hard drive.I wound up telling them leave the motherboard in and hard drive and will pay for motherboard now i'm into this repair for 560.70 and I still need a video card.On the back of there receipt they clearly state they warranty there work for the repair of the sympton. Had they repaired the video card originally this would have been fixed.Tech 2 u continually has misdiagnosed the problem and I get stuck paying as we go while they learn about computer repair.THIS IS UNEXCEPTABLE .

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like them to replace the video card since this was the problem all along leave the hard drive in since I no longer have the old hard drive and leave the new motherboard in since they probably damaged the old one doing these pressure tests.Lastly I'd like a refund for the motherboard of 219.00 dollars.I think the 341.70 they were all ready paid is fair for the repair since they misdiagnosed the problem repeatedly .

Business

Response:

Business' Initial Response

We called the customer on 10/25/12 and spoke at appx 5pm. We agreed that no refund is required and that his computer will be sent back to him right away. No further action required.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

First of all we didn't agree no refund was required.What was said was that tech 2 u never touched my motherboard and that I just asked them to put a new motherboard in for no reason.I was told I must have misunderstood the tech who worked on my lap top he never did anything to the motherboard.This is insulting at the very least!At 57 years old I have mastered the english language.Further more I have a recording of their tech Mike telling me he was doing a reflow on the motherboard.All of this was followed up by a lot of fast car salesman type talk about computers and how the systems work together and they would gladly do all these other repairs to get it up and running for more money.Well the bottom line is the computer was still having the same blackout problem which they stated on receipt to fix.So the bottom line is I never agreed to no refund or send it back as is .I had no choice they would give me nothing more than their sympathy.So I said reluctantly give me my computer back.Now the latest update is I've recieved my computer back and after 550.00 so far in repair it doen't even turn on.All I was going to do was have someone else finish the repair.The computer is now worse off than when I started! I am now looking into legal action against tech2u!

Business' Final Response

After speaking with Mr. [redacted], he has approved a full refund which will be processed as soon as his computer is received in our office and we can remove the parts that were installed into it. We will be shipping the computer back to him when we're done removing them.

Review: I had Tech2U diagnose my computer to see what was wrong. At first they said they "think" the hard drive was corrupt. So [redacted] took it in, replaced the hard drive and called me and said that he booted up several times and it looks fine. So they brought it back 2 days later.When it was brought back, the asian guy that brought it back said"let me plug it in and boot it up", he did and the screen came on and he left. After he left, I started experiencing issues, frozen screen, more blue screen, no regedit or msconfig, it even went back to the original symptoms it was having before the hard drive was replaced. So they took it back, they then said it looks like the hard drive controller is out on the motherboard so we can replace that for you for another 149 and labor is free since it was still under warranty. We did not want to pay another 149 and moreover we believe that somewhere , either the issue was overlooked or there was a misdiagnosis which they claim otherwise. They offered to refund our money or source one of their computers because we did not want to pay the extra 149. They had kept the computer in the shop the second time for a bit while longer than the first. This was an inconvenience as I needed it to do some very important tasks. I am very disappointed, and frankly disheartened with this service.Desired Settlement: Frankly, I want them to buy me a computer of my choice and I want them reprimanded for their poor service and when I mean a computer of my choice, they can either purchase me another Acer or the equivalent of the all-in-one. I don't want one of their computers, just buy me one that is properly working and be done with it.

Business

Response:

Mr. & Mrs. [redacted],I’m very sorry to hear that you’re dissatisfied with the service provided by Tech 2U. We work very hard to make sure every customer is happy with their service. As you’re aware we determined that your hard drive had a level of hardware failure that made it irreparable. After replacing the hard drive the computer seemed to be working well but unfortunately it was determined that the motherboard had also failed and was causing some of the initial symptoms that you called in about. We are still more than happy to fix the computer for you but understand that it wasn't cost effective once you add up the price of labor and both parts. This is why we have refunded all of the money that was paid to us for the hard drive and labor including our $90 minimum diagnostic fee for our time. Although Tech 2U has refunded you in full we’re still more than happy to assist you with any basic setup of a new computer in our office at no charge considering your dissatisfaction. Regarding your request to purchase you a new computer, we don’t see that it is an obligation of Tech 2U to provide you with a new computer as the failure of your current one was at no fault of Tech 2U. We understand your frustration with the failure of your current PC and would very much appreciate your business in any way we can help. If you’d like to purchase a computer and have it brought into our office for any basic setup we are happy to do so for you at no charge. [redacted]General Manager###-###-####

Consumer

Response:

I am rejecting this response because: First of all, your tech Scott said he booted it several times the first time and said it was fine, second, the person that dropped off, turned it on and left without checking that it was actually truly working properly, and third because of this, as of April 2, I will be 3 weeks without a good working computer. So, yes, as far as I am concerned you owe me a computer. Technically, this computer costs me about 700 dollars but because of your repair costs, that is why we are setting the value at 3 to 400 hundred dollars. Its a shame that you can't owe up to the fact that you gave very poor, inadequate, and untimely service which has caused me to have a delay in a very serious and massive project. Not very happy with this at all. Moreover, I feel your techs are incompetent, who would leave someone with a product without making sure it properly worked and who would check just one thing? If you were really professional, as a doctor would, you would have checked everything to make sure, however, you failed to do so. If this does not get resolved after this, I will seek legal counsel.

Review: I had a virus on my computer. They sent a tech out to fix it and he couldn't so they took my computer to their shop. They had it for 10 days and it cost me over $300. They installed Google Chrome on my computer and everything was different. My printers, I have 2, have not worked properly since. They have done repair work by "remote viewing" and it still will not work properly. Before they "fixed" my computer I used to be able to click on print and it printed my document perfectly. Now the margins are messed up, half the time the printer doesn't print, my computer freezes up. They have just ruined my computer and it has cost me a lot of money for them to do it. I even took the computer into their office, no easy task for an old lady, and they told me to take it back home and they'd work on it by "remote". I am very, no extremely, dissatisfied with their work.Desired Settlement: I want them to send a knowledgeable technician to my home at no additional cost to me and get my Brother printer working like it used to--with correct margins and text wrap. I've had this printer for years and it is a work horse and I want it fixed PROPERLY.

Business

Response:

CSM Spoke with customer on 7/16/14. Tech 2U Agreed to send a technician out as requested to resolve the issue.

Review: I am complaining about paying for service and not receiving any... Desired Settlement: I think Tech@U should refund the $134.00 fee...

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted] CS Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@ts2u.com

I spoke with the customer personally and per the customers request we will be applying the rate from the previous service towards a new service. Complaint Resolved.

Review: In Aug I hired Tech2U to clear 2 virus. They deleted OS and reinstalled costing me over $1,000 in lost software. Then the second virus wasn't fixed.

In August 2012 I hired Tech2U in Sacramento to remove two viruses from one of my PC's. I had evidence that I had Zero Access and FBI viruses. I was quoted $99 for the home repair. The technician (Kevin) removed the machine, kept it overnight and then charged $159 to remove the viruses. When I tried to use the PC the FBI virus was still present and caused the machine to crash irreparably.

In addition to the lost PC I also lost much of the software formerly installed on the PC. It cost me approximately $1,000 to replace the lost applications.

The reason for the lost applications is that, without telling me before hand, Tech2U reinstalled the operating system thus removing all software. The anti-virus software that they reinstalled did not remove the FBI virus nor did it prevent reinfection. McAfee, the manufacturer of the anti-virus software, confirmed on September 4, that had Tech2U reinstalled the version of the software I owned, it would have prevented the FBI virus.

Including the lost PC, lost software and lost time, the one quick fix service call has cost me in excess of $2,500 AND Tech2U will not honor their warranty - 30 days as stated on website and in store. Clearly they did not remove the viruses. If they had, and had they reinstalled my anti-virus software properly, it would have prevented reinfection (if that was the case) and it would have detected and removed the virus (if that was the case). But Tech2U inflated their fees, performed service without checking with me and did not reinstall the lost applications that they removed when reinstalling the operating system.Desired Settlement: Just refund the money they overcharged since they did not do the work. And I will just learn a painful and expensive lesson that I cannot rely upon Tech2U.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted] - Owner

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@tech2u.com

[redacted] spoke with Mr. [redacted] on 9/5/12 at approximately 5pm regarding his complaint before we were aware of a filed Revdex.com complaint. We've already resolved the concerns with Mr. [redacted] during our phone call yesterday. No further action is required, the complaint has been resolved.