Techline Computer Solutions

The truth of the matter is that *** *** brought his laptop to us on 6.10.15, nearly a full year agoHe stated that the motherboard was water damagedWe verified at the time of drop off that the entire computer was getting no power whatsoever, contradictory to *** ***'s current
claim that "only a few keyboard keys did not work"In fact, the description of the issue we wrote on his estimate at time of drop off was "Water Damaged Motherboard needed replacement." If only a few keys were not working, A) he would not have stated his motherboard was water damaged and B) he would not have been trying to get an insurance claim out of his insurance company.He told us upon bringing the computer in, that he wanted us to verify that indeed the motherboard was water damaged and he wanted to put a claim in for his insurance companyHe asked us to provide in writing, a statement for him to present to his insurance company, that his motherboard was actually water-damagedFor my company to do that required a full dis-assembly of his laptop to verify the actual damagesThis alone took over an hour of labor, not to mention the time to type up our findings and email them to the customer*** *** left the laptop here for over months without any form of contact with usLast summer, myself and my technicians made multiple attempts to reach out to *** *** to determine what how he wanted to proceed with the laptop repair*** *** did not answer nor return our callsCome April of this year, *** *** came to my business and asked for his laptop backHe was informed he could get his laptop back and his charge for the services we performed would be $plus taxHe insists that there should be no chargeWe do not do work for free nor tell anyone we will do work for freeIt costs ME money to disassemble a laptop and provide a customer information for his insurance companyIf the insurance does not want to cover his repairs, that is not my fault, and my charges shall remain standingIn the months that *** *** did not claim his laptop or answer our multiple phone calls to see how he wanted to proceed, we have been renovating our work area and many parts have been moved temporarily into storageAs a result, we have been unable to locate all the pieces of his laptopI am confident I have these parts in storage, but for a customer unwilling to pay for the labor I performed, I have no reason to go digging through boxes of partsThe estimates we send our customers upon drop off clearly state "TechLine is not responsible for any device or customer property left unclaimed past days." This laptop was left for over months! This policy is also posted clearly on the wall of our repair shopWe deal with hundreds of customers every month and cannot be liable for someone's laptop that they deem unimportant enough to leave unclaimed for such an extended period of timeThe fact that now the customer refuses to pay for labor charges and also is being dishonest about the state of the computer when he brought it in is very upsetting to meWhy would anyone leave a laptop unclaimed for over months just because a few keyboard keys did not work?
My technician can vouch for all of the above including the state of the laptop when it was brought to us as well as the customers inability to answer or return our repeated phone callsThis appears to be a case of negligence on the customers part and now he is looking to take his frustrations out on us because he did not claim his laptop or return our repeated attempts at contact in a timely fashion

I fully support this companyI fully recommend them to anyoneThey are honest, have the utmost integrity and will go out of their way to support and help customers Let me tell you why: Oct I was phoned by a person claiming to be representative of a computer support company a with similar name to this company; but believe me; not the same I was told I have viruses on my computer that would cause it to crash and lose all my documents etc I was told to get on the computer and hit the windows key and "R" at the same time; next thing I knew after entering a code, these people had control of my computer Luckily, I did not give them any credit card information; I told them to get off my computer, they did but it was locked with a password I didn't knowI couldn't restart my computer I called dell support and they told me I would have to reinstall windows and would lose all documents etc on my harddrive I *** the word techline on my cellphone because I remembered the phone conversation and that word was mentioned repeatedly I called Techline computer solutions because of the similar name and the website picture looked very similar to the one the scam artists showed me It was late at night after pm on the east coast; the company owner answered the phoneI told him what was going on and asked if he knew anything about it since his company shared a similar name and website homepage to the scam guys on the phoneHe said I wasn't the first person to call him with this same storyHe has reported this to the authorities but has had little luck in resolution First, he was sorry I was in this mess, second he helped me restore a previous session of my windows and got rid of my locked password What a relief Then he strongly urged me to have a virus scan, as the scam artists could have easily placed something on the computerHe offered with no pressure to do it for me, I said okayHe cleaned my computer the next day, at a reduced price since he felt bad for my situation Everything is great; I asked if he had a security plan I could joinHe said I probably didn't need to spend all the money because of the small issues he found during the scan So here is a man whom I called out of the blue late at night, told him a story and he immediately helped, worked after hours to get things rightPlus he didn't pressure me to buy a security plan from him, as a matter of fact, told me I didn't need that high level of security that he would sell me, as I had other security systems in placeDuring the interim I spoke with a IT knowledgeable friendHe told me that this company knows its business as he would have done the exact thing for me I implicitly trust this man and his company Techline computer solutions and definitely would recommend him/them to everyone I meet or know

Complaint Information:
*** *** was notified upon dropping off his machine that we would begin working on it within - hours as is standard company policyHe dropped of on a Thursday evening, and we began work the following Saturday (Well within the hour time frame)We spent an hour and a half of labor on his machine, which included a full virus and malware removal / *** updates / 3rd party software updates / and system driver updatesUpon completion of this work, which we stayed open after operating hours on a Saturday (typically only until 3PM) to complete, *** was alerted via telephone that the labor had been completed at which time I asked him if we could test his system to ensure the work performed remedied his initial issue (A blue screen occurring only when playing a particular video game)*** said that we could test it but it would not be ideal because if we did not play the game correctly it would damage his score / reputation in the gameI opened the game, ran it for minutes or so, and exited, and saw absolutely no signs of any outstanding issues with his systemI called him to tell him I tested as far as I could, and offered that if he wanted to come and pick it up and play the game himself he could properly test it, because he did not want us playing his game any longer at the risk of ruining his scoreHe was allowed to come to the store on a Saturday after operating hours to pick up and pay for his repairI informed him that if there were any outstanding issues, he could bring it back the next time we were opened for business (the following Monday), to which he agreedMonday morning, I received a voicemail from him that I promptly returned around 12PM noonHe said it was still not working so I asked him to bring the machine back in and I even offered to finish any additional labor free of charge*** informed me that on Sunday, the day before, he had his cousin work on the computer, and he supposedly corrected the issuesI told *** that I could not offer a refund as we had performed the work already, and that his lack of patience was not a justifiable reason for being given a refundFurthermore, his lack of willingness to let us properly test the machine because "his score would be ruined in his video game" meant that he needed to test it on his own to verify if the repairs were effectiveHe did so, however he did not have the patience to bring it back to us once we reopened on the following MondayHe informed me over the phone that he was going to make every effort to slander and disgrace the name of my companyWe provide support for businesses as well as residential customers and make every effort to ensure people are satisfied and treated properly*** *** was very unreasonable to deal with despite staying open after hours to attempt to assist him and even offering additional labor at no extra charge
Sent on:
4/21/3:23:PM

The truth of the matter is that [redacted] brought his laptop to us on 6.10.15, nearly a full year ago.He stated that the motherboard was water damaged. We verified at the time of drop off that the entire computer was getting no power whatsoever, contradictory to [redacted]'s current claim that...

"only a few keyboard keys did not work". In fact, the description of the issue we wrote on his estimate at time of drop off was "Water Damaged Motherboard needed replacement." If only a few keys were not working, A) he would not have stated his motherboard was water damaged and B) he would not have been trying to get an insurance claim out of his insurance company.He told us upon bringing the computer in, that he wanted us to verify that indeed the motherboard was water damaged and he wanted to put a claim in for his insurance company.He asked us to provide in writing, a statement for him to present to his insurance company, that his motherboard was actually water-damaged.For my company to do that required a full dis-assembly of his laptop to verify the actual damages. This alone took over an hour of labor, not to mention the time to type up our findings and email them to the customer.[redacted] left the laptop here for over 9 months without any form of contact with us. Last summer, myself and my technicians made multiple attempts to reach out to [redacted] to determine what how he wanted to proceed with the laptop repair. [redacted] did not answer nor return our calls. Come April of this year, [redacted] came to my business and asked for his laptop back. He was informed he could get his laptop back and his charge for the services we performed would be $45.00 plus tax. He insists that there should be no charge. We do not do work for free nor tell anyone we will do work for free. It costs ME money to disassemble a laptop and provide a customer information for his insurance company. If the insurance does not want to cover his repairs, that is not my fault, and my charges shall remain standing.In the 10 months that [redacted] did not claim his laptop or answer our multiple phone calls to see how he wanted to proceed, we have been renovating our work area and many parts have been moved temporarily into storage. As a result, we have been unable to locate all the pieces of his laptop. I am confident I have these parts in storage, but for a customer unwilling to pay for the labor I performed, I have no reason to go digging through boxes of parts.The estimates we send our customers upon drop off clearly state "TechLine is not responsible for any device or customer property left unclaimed past 30 days." This laptop was left for over 9 months! This policy is also posted clearly on the wall of our repair shop. We deal with hundreds of customers every month and cannot be liable for someone's laptop that they deem unimportant enough to leave unclaimed for such an extended period of time.The fact that now the customer refuses to pay for labor charges and also is being dishonest about the state of the computer when he brought it in is very upsetting to me.Why would anyone leave a laptop unclaimed for over 9 months just because a few keyboard keys did not work?My technician can vouch for all of the above including the state of the laptop when it was brought to us as well as the customers inability to answer or return our repeated phone calls. This appears to be a case of negligence on the customers part and now he is looking to take his frustrations out on us because he did not claim his laptop or return our repeated attempts at contact in a timely fashion.

Complaint: [redacted]
I am rejecting this response because:
 
The information provided by the "business" is incorrect. I dropped off my computer on a Thursday and was told that I would be given a call within a few hours upon diagnosing the problem. Not only did I not receive a phone call from anyone, my computer was worked on without me even being acknowledged when the business offers a free diagnostic. I was not contacted after any diagnostic to let me know what the problem was. I received no documentation stating proof of how long my computer had been actually worked on, nor any actual proof that it had been fixed. Upon picking up my computer from the employee I was charged for an hourly rate that I had no proof of him actually performing. I was contacted twice after I dropped off my computer about log-in information for my [redacted] account to turn my computer on, and for my password for [redacted] (the game that was triggering the blue screen error). Through general conversation I had been asked how to use the game so he could test the game with the supposed fixes. I attempted to walk him through the steps to take in order to start a normal game. I also informed him that I do partake in a competitive ranked game play and asked him not to test the game by using the ranked option, which he agreed to. I also informed him that the error was occurring at different time intervals of the game ranging from the first five minutes to 45 minutes into game play. Upon receiving my computer he explained to me that the game play was fine. He then told me that if the error happens again when I go home and play the game, that he was having an electrician work on his house (the "store front" resides in his basement) so he would be out at home depot so he would not be at his store location, but told me I could bring it back the same day. Upon going through my game history log, which states what time the game was played, for how long the match lasted and if a victory or defeat occurred, I found that the game was turned on only for three minutes. I explained when he called for my password to the game, that he would actually have to play, or remain active, or the game would notice he was away from the keyboard, and kick him offline, in turn not being able to see if the computer actually blue screened again. I'm not sure what sort of diagnostic this would be considered, since the problem was never diagnosed properly after informing him how and when the problem was occurring. To my knowledge when you fix something such as a car, you test the car the same way the customer reported the problem occurring to make sure that it runs properly. He also stated to give him a call and I could bring my computer right back. As soon as I got home, the problem occurred almost instantaneously. I called the store right away to no answer, which was not a surprise because he informed me that he would not be there. I left a pleasant message and got no response for almost a week Only until I left a third voice message asking for him to please contact me on his regular business hours and that I would like a refund for the lack of fixing the problem, then he contacted me to inform me that he could not refund my money. Only until then was I offered a fix to my problem. He did not in any way shape or form, offer me any free or discounted repairs to reconcile the situation. I took my computer to another location because of the lack of professionalism and common courtesy to return a phone call until I asked for a refund. There were no business hours posted, and when I went to the shop the first time, after calling and speaking to him, nobody was in the shop. After waiting for a few minutes, he came downstairs in sweat pants a t shirt and some sandals to take my computer. He stated that he called me back promptly at 12 noon the following Monday after I had called him Saturday, 20 minutes after I picked up my computer. That is completely false because I received a phone call from him later in the week after I left the bank asking them if there was any way to dispute the charges. This bank trip was at 3 pm and I received the phone call on my way home from the bank where I was told I would not get a refund. I explained to him that I had taken my computer elsewhere, not for lack of patience to play video games, but because my computer is used for school purposes. I explained to him on the phone that I would like a refund because there were no services performed on my computer that I had authorized, and the problem had not been fixed. I was also not contacted in a fashionable manner. Upon being told that he would not refund my money, I explained to him very clearly that I would be contacting the Revdex.com which caused him to get nasty with me. He told me to "go ahead and do what you have to do, you're not getting your money back" and offered no resolution to my problem. I also explained that not only was it about the money I had paid for the service I had to complete elsewhere, but the terrible and unprofessional experience I had endured. So please, do not let this so called business fool anyone, there was no reconciliation offered and there was no professionalism. Trying to make me the customer sound like some annoying brat who couldn't wait to play his video game is very insulting and quite untrue based off of the fact that I explained it was a computer used for schoolwork, which I had the following Monday, and was told that he had fixed the problem before. My internet history showed that he was looking up how to fix the problem, showing that he had not dealt with this before. Saying anything he could to get a quick buck.He can keep my money, however I won't be recommending his services to anyone.
Attached is the only document that I approved and received verifying that I dropped my computer off for the BSOD error (blue screen of death)
Upon receiving my computer back I was emailed an additional invoice that states Updates to Drivers / Apps / [redacted] Corruption Repair / Malware Removal- nothing which I asked for, or fixed the problem that was occurring on my computer. The receipt also states that Any outstanding issues will be corrected free of charge for a period of 72 hours. However I was not contacted within that 72 hour window.
Sincerely,
[redacted]