Techno Wizards LLC

Dear Revdex.com, At Techno Wizards we strive to provide the best service to all of our customersWe take all complaints seriously and always try to resolve any situation to the best of our abilityUnfortunately, in this particular situation, the customer has omitted several important
key facts in an attempt to damage our reputation and to make their case appear betterThe following is a summary of the events, from our perspective, the situation regarding the complaints of this customerOn Tuesday 06-07-the customer brought the computer to the storeAccording to the customer, the computer was recently purchased and had a password on itThe customer did not have any data that needed to be saved, because it previously belonged to someone elseThey wanted the password removed and the Windows operating system restored to original factory condition***, our technician, began working on the customer’s computer on Wednesday 06-08-He found that there was a BIOS password on the computer, not just an operating system passwordHe called customer and they indicated that they would like to have Windows installed on the computer. While using the computer, he noticed that the DC Power Jack was loose and would stop charging at certain anglesIt was usable at the time, but determined that it needed to be replaced at some pointOn Thursday 06-09-*** called the customer in order to get approval for the work, but was unable to reach themHe left a message stating that the computer needed a new DC Power Jack and they needed to call us to talk about it moreThe customer called back later the same day and approved $for the labor charge and $for the part*** then started a fresh installation of Windows on the computerAfter installing Windows the computer said that it cannot boot into a UEFI partition with a legacy configurationThis issue was unable to be resolved because the configuration settings could not be accessed due to the BIOS password*** attempted to remove the BIOS password from the computer by removing the battery, CMOS battery, and unplugging the power cordThen the computer was placed on the hold shelf while he waited for the replacement partOn Friday 06-10-the new DC Power Jack was ordered for the customer’s computerOn Monday 06-13-we received the shipment for the new DC Power Jack for the customer’s computerOn Wednesday 06-15-*** installed the new DC Power Jack into the computer and it fixed the power problems it was havingHe reassembled the computer and found that the BIOS password was not removed even after being without power for several daysHe called customer and told them that they needed to get the BIOS password from the person they purchased the laptop throughThey said that they would call and get back to us when they got the passwordOn Thursday 06-16-the customer called back and provided *** with a password, but the password was incorrect for the BIOS*** told the customer that without the BIOS password we could not continue working on the computer*** told the customer that the current amount of work done on the computer was $for the labor charge plus $for the part he replaced*** talked to the customer about some of the refurbished computers that we had in stock for saleHe told the customer that if they bought one of our computers then he would waive the labor fee that is currently on the ticketThe customer said that they would try to get the password and if not then they would get one of our used computersOn Tuesday 06-21-the customer called back to ask if the webpage they recommended previously worked for finding the password and *** informed him that it did notThe customer stated that they appreciated the work that we did and said that they would be in to pick up the computer and possibly buy one of our refurbished at the start of the monthOn Wednesday 06-22-16, at the request of the customer and after a suggestion from another technician, *** tried using a using a different method to resolve the issueHe attempted to install both Windows and Windows multiple times using the original hard drive in the computer and also used one of our store hard drivesWhen Windows was preinstalled from another computer, the computer rejected the drive saying that it will not boot to a UEFI driveWhenever Windows was installed the computer did nothing but blink a white cursor on a black screenNone of the settings could be changed due to the fact that the computer has a BIOS password on itThe password could not be taken off because it is locked on the boardRemoving the CMOS battery twice did not resolve the issueOn Thursday 06-23-the customer asked that we attempt to contact *** about the password issue to see if they could help resolve it*** contacted *** about the password issueThe *** technician said that because the computer was no longer under warranty the only way to proceed was to purchase an extended warranty service*** tried to find out the costs involved, but the *** technician would not give any further information about the service and only provided an number to call*** was unavailable when the customer called back, so I talked to them insteadI was unaware of all the details of the situation, but I offered my assistanceAt this point the customer complained about the situation and the service they receivedI listened to their concerns and told them I would personally try to help resolve any issues they had including trying to assist in getting help from ***I was unable to assist them due to a previous commitmentI asked the store manager, ***, to take over the situation*** talked with *** about the customer’s issues and called the customer back*** explained to the customer that we could not proceed any further with *** because the computer did not belong to us*** explained that they would need to contact ***, because they would have to give their personal information regarding the purchase of an extended warranty*** told the customer that he would waive the $pending labor charge because we did not want there to be any bad feelings about the service they received*** said that we would only charge them $plus tax for the part that was replacedThe customer excepted the offer and thanked *** for his kindnessThe customer stated that they would attempt to contact *** and see if they could obtain any more informationThen they would contact us again to let us know what they had foundOn Friday 06-24-the customer called and told *** they had spoken with *** and had a resolution to the password issue*** recommended to hit the Fkey and this would bypass the password*** tried the recommendation, but it did not work and told the customer it did not resolve the issueThe customer requested to speak with meOnce again the customer complained about the situation and the service they receivedThis time the customer threated to make a complaint to the Revdex.comThey stated that they had already investigated our A+ Revdex.com rating online and saw that we had never received a complaint after years in businessI told him that we had done the best we could with the situation, but that there was nothing more that we could doI offered to waive all pending charges due for the computer including the part we replaced and said they could just come pick up the computerThe customer said that was unacceptable because the computer was in worse condition than when it was brought to usThe customer said our only options were to contact *** to find a resolution to the issue (which had already been done by both us and the customer), or to give them a different replacement computer in working condition of equal valueThey said that we had two hours to make our decision and they would call back at that time*** called the customer back shortly after I got off the phone with them*** told the customer that we could no longer help them any further, that they needed to come pick up the computer, and that they were not to contact the store any more other than to pick up the computerThe customer was very irate with him and began yelling and cursing*** hung up on the customer*** then called the Farmington Police Department and filed a Police report about the situationThe customer proceeded to call the store four more times which we ignoredThe fifth time *** answered and repeated to the customer what he had stated previouslyThe Police contacted *** about the situation to see if it had been resolved and after discussing it further said that they would contact the customer personallyThe Police contacted the customer about the situation and the customer hung up on the officerThe officer went to the customer’s residence and told them they needed to get the computer immediatelyThe customer stated that they would have to borrow a vehicle, because they did not have a working vehicleThe officer said they would wait at the store until their arrivalThe customer arrived later that day, escorted by the police officer, and picked up the computerUntil the very end the customer had not complained about any of the work that was doneThe only time that they talked to ***, they stated that they appreciated all the work he had doneThey had also originally stated that they were thinking of getting one of our refurbished computersThe customer complained about the amount of time that was taken to work on the computerThe work on the computer started on the day after it arrivedThe part was ordered two days later and then arrived three days after thatThe part was replaced two days later and the customer was called the same day about being unable to finish the workThen the customer did not contact us again until five days laterThe customer complained that they were not contactedWe had no way of contacting them for several days after multiple attempts, because the number the customer originally gave us did not workThe customer complained that the computer was not in original conditionWe actually improved the condition of the computer by installing new DC Power Jack, which we let them keepThey were never charged for any labor done on the computer or the replacement partWe have gone way out of our way to help resolve this situation and are surprised that the customer has still felt the need to file a complaint to the Revdex.com Sincerely, *** *** Owner Techno Wizards LLC

The customer originally came in to return a power supply that was not working after just a few days. This is not common with power supplies but if one goes bad under normal circumstances we can exchange the power supply and and return it to the manufacturer for replacement. The power supply was not...

thoroughly inspected before the return. Later that day the manager of the store asked one of the technicians to clean up the power supply and get it ready for return. When the box to the power supply was opened cockroaches fell out of the box. This is a statement from the technician about the situation. "To whom it concerns,             A customer came into the store requesting a return on his power supply for the second time, this was on Friday 8-11-2017. The customer had already returned one power supply very recently and it was found after the customer left that the cause of the failed power supply was due to many cockroaches being in the power supply unit. The unit was blown out with air and there were a very large amount of live and dead cochroaches in the power supply unit.             That unit was unable to be returned to the manufacturer as the reason for the failure was due to a bug infestation.             I spoke with the customer on Friday 8-11-2017 and he requested that I replace the power supply again. The customer opened the box to the power supply and immediately I noticed once again that there were bugs crawling in this power supply. The customer stated there was a yellow piece in the unit that had "spots" on it and he felt this may be an issue with the power supply. Upon further inspection, it appeared to be bug excrement that was covering the "yellow" colored internal hardware of the power supply. Shortly after looking at this, I noticed more bugs moving around inside of the power supply and the customer moved his finger over the area of this bugs location causing it go back into the power supply. Bugs were visibly moving throughout the device which is cause for not accepting the device into the store for return as the manufacturer will refuse the device and the store could become infested with the bugs.             I explained to the customer that I would not be able to accept this power supply unit as the cause of the failure was most likely due to the bug infestation as the original returned power supply. The customer stated he thought that could be it be related to bugs and stated he was aware of having bugs but didn't think were the issue as it had never been an issue before. He then stated he felt the units were just bad. I explained to him that the manager would be the only person that could state whether the unit could be returned as I could not return it with the presence of the bugs and bug excrement. I explained to the customer that the manager was not available at this time. The customer stated, "I wish I knew that before driving 30 minutes."             The customer left the store and was using foul language on his way out of the building." Bugs can cause electrical issues on electrical components and are the cause of theses devices not working. A warranty would not cover this damage and we are unable to return an infested product. If the product had been correctly inspected the first time we would not have done the original return. I have attached photos of the box and power supply with roaches. We are unable to return an infested device.