Thank you for calling this complaint to our attentionWe are aware of Mrs***'s complaint, and have done everything possible to address it 0.05in 0.0001pt 0in;">Below is our response to the Indiana Attorney General's Office when Mrs [redacted] reported her version of events to themThey dismissed her complaint, but never communicated their reasons to me, but my assumption is that after reviewing our documentation they concluded that the complaint was unfoundedI believe this documentation should adequately explain our view of the events that occurredShould you need anything else, please don't hesitate to let me know, and I'll be more than happy to complyI will add one more thing, howeverI see that Mrs [redacted] is now threatening to communicate with persons that she claims to have personal and damaging dataFrom the first instance she told us about this, we informed her that the data should be removed immediately (although we really couldn't verify it was us that put it on there in the first place), as it is highly inappropriate to maintain itHowever, she apparently insists on keeping that data for her own personal reasons that are not in any way justifiablePlease communicate with her that regardless of her feelings, or the outcome of your assessment, she really needs to dispose of that dataI would urge her to do so as quickly as possibleThanks, and again, feel free to let me know if there is anything else we can help with in this matterI'm best reached by email at ***@fluxrepair.com or via my mobile phone call/text at 317- [redacted] John S [redacted] Response to Indiana Attorney General's Office: Flux Technology Services, LLC [redacted] File Number: [redacted] Our explanation of what happened: [redacted] brought her laptop computer into our Carmel, IN location on April 16, The computer had a crashed hard drive that was failing, but not yet deadWe were able to save her personal data, and to install a refurbished hard drive to replace her old oneThis option was verbally discussed with her, and she approved the repairWe offer a day warranty on all repairs with the guarantee of a total refund to insure that each customer is 100% satisfied with the work that we have done for themIt is, to the best of my knowledge, one of the best warranties offered in our industryWhen Mrs [redacted] came by to pick up her computer, she insisted on examining the contents of her data that had been saved and transferredWe booted up her computer, and she spent some amount of time at the counter verifying that all of her data had been properly copied overThis single fact makes almost the entirety of her complaint seem really unusual and frankly, quite odd to usAt no point was her personal data ever compromised Seven (7) months later on November 7, 2014, Mrs [redacted] returned to our Carmel location with a complaint that her computer contained data that was unknown to herWe examined her computer and determined that it could be possible a technician had made a mistake and accidently copied over more than just her own data back to her computer, although it is important to note that all of her own data had also been copiedIn other words, all of her data was present, as originally verified by her, as well as some extra unknown dataShe also still had her old hard drive, as it was still in her possession, and we offered to rescan it for her, and basically redo everything at no additional charge(Please note: A) although we were able to determine that there was extra data on Mrs***'s laptop, we really have no means of determining that it was us that put it on there, especially since it had been over months since the repair work was done, and B) we exercise rigorous internal controls and documentation to avoid such a thing happeningIn fact, it has never happened in our 6+ years of operation to the best of my knowledge, or reported to us by any customerI am not denying that it could happen, or that it did happen, but I am asserting that after seven months had passed without any communication from the customer, our ability to determine these things was greatly diminished.) We immediately offered to remove the extra data, and Mrs [redacted] declined our assistanceShe demanded a 100% refund of the service charges, which we agreed to as a matter of policy, but she never returned to collect it Copy of all documents related to the complaint are includedThese include the original invoice for the amount she paid, as well as our internal help desk ticket documentation Explanation of what actions we would be willing to take: We originally agreed to a refund of the service charges, but she never stopped by to pick upThis would be the labor fee of $79, as shown on the accompanying invoiceWe are willing to still do that, as it is our policy to assure 100% satisfaction with our workIf she would like a full refund of the $127.15, we would like our hard drive returned to usThis would essentially return her to the service state of when she originally asked for help from usShe has both her laptop and original hard drive already in her possessionWe feel that her demands of a new laptop, new printer, etcare entirely unfounded, and kind of strange to be honestAlso, her complaint that she is concerned that something may have happened to her own personal data are equally unfoundedShe has her original hard driveShe verified when she picked up her laptop that all of her information was copied to itThere is literally nothing further we could possibly do, and obviously there is no "identity theft" involved
Thank you for calling this complaint to our attention. We are aware of Mrs. [redacted]'s complaint, and have done everything possible to address it.
0.05in 0.0001pt 0in;">Below is our response to the Indiana Attorney General's Office when Mrs. [redacted] reported her version of events to them. They dismissed her complaint, but never communicated their reasons to me, but my assumption is that after reviewing our documentation they concluded that the complaint was unfounded. I believe this documentation should adequately explain our view of the events that occurred. Should you need anything else, please don't hesitate to let me know, and I'll be more than happy to comply. I will add one more thing, however. I see that Mrs. [redacted] is now threatening to communicate with persons that she claims to have personal and damaging data. From the first instance she told us about this, we informed her that the data should be removed immediately (although we really couldn't verify it was us that put it on there in the first place), as it is highly inappropriate to maintain it. However, she apparently insists on keeping that data for her own personal reasons that are not in any way justifiable. Please communicate with her that regardless of her feelings, or the outcome of your assessment, she really needs to dispose of that data. I would urge her to do so as quickly as possible. Thanks, and again, feel free to let me know if there is anything else we can help with in this matter. I'm best reached by email at [redacted]@fluxrepair.com or via my mobile phone call/text at 317-[redacted]. John S[redacted]
Response to Indiana Attorney General's Office:
Flux Technology Services, LLC
[redacted] [redacted]
1. File Number: [redacted]
2. Our explanation of what happened: [redacted] brought her laptop computer into our Carmel, IN location on April 16, 2014. The computer had a crashed hard drive that was failing, but not yet dead. We were able to save her personal data, and to install a refurbished hard drive to replace her old one. This option was verbally discussed with her, and she approved the repair. We offer a 30 day warranty on all repairs with the guarantee of a total refund to insure that each customer is 100% satisfied with the work that we have done for them. It is, to the best of my knowledge, one of the best warranties offered in our industry.
When Mrs. [redacted] came by to pick up her computer, she insisted on examining the contents of her data that had been saved and transferred. We booted up her computer, and she spent some amount of time at the counter verifying that all of her data had been properly copied over. This single fact makes almost the entirety of her complaint seem really unusual and frankly, quite odd to us. At no point was her personal data ever compromised.
Seven (7) months later on November 7, 2014, Mrs. [redacted] returned to our Carmel location with a complaint that her computer contained data that was unknown to her. We examined her computer and determined that it could be possible a technician had made a mistake and accidently copied over more than just her own data back to her computer, although it is important to note that all of her own data had also been copied. In other words, all of her data was present, as originally verified by her, as well as some extra unknown data. She also still had her old hard drive, as it was still in her possession, and we offered to rescan it for her, and basically redo everything at no additional charge.
(Please note: A) although we were able to determine that there was extra data on Mrs. [redacted]'s laptop, we really have no means of determining that it was us that put it on there, especially since it had been over 7 months since the repair work was done, and B) we exercise rigorous internal controls and documentation to avoid such a thing happening. In fact, it has never happened in our 6+ years of operation to the best of my knowledge, or reported to us by any customer. I am not denying that it could happen, or that it did happen, but I am asserting that after seven months had passed without any communication from the customer, our ability to determine these things was greatly diminished.)
We immediately offered to remove the extra data, and Mrs. [redacted] declined our assistance. She demanded a 100% refund of the service charges, which we agreed to as a matter of policy, but she never returned to collect it.
3. Copy of all documents related to the complaint are included. These include the original invoice for the amount she paid, as well as our internal help desk ticket documentation.
4. Explanation of what actions we would be willing to take: We originally agreed to a refund of the service charges, but she never stopped by to pick up. This would be the labor fee of $79, as shown on the accompanying invoice. We are willing to still do that, as it is our policy to assure 100% satisfaction with our work.
If she would like a full refund of the $127.15, we would like our hard drive returned to us. This would essentially return her to the service state of when she originally asked for help from us. She has both her laptop and original hard drive already in her possession.
We feel that her demands of a new laptop, new printer, etc. are entirely unfounded, and kind of strange to be honest. Also, her complaint that she is concerned that something may have happened to her own personal data are equally unfounded. She has her original hard drive. She verified when she picked up her laptop that all of her information was copied to it. There is literally nothing further we could possibly do, and obviously there is no "identity theft" involved.
Thank you for calling this complaint to our attentionWe are aware of Mrs***'s complaint, and have done everything possible to address it 0.05in 0.0001pt 0in;">Below is our response to the Indiana Attorney General's Office when Mrs [redacted] reported her version of events to themThey dismissed her complaint, but never communicated their reasons to me, but my assumption is that after reviewing our documentation they concluded that the complaint was unfoundedI believe this documentation should adequately explain our view of the events that occurredShould you need anything else, please don't hesitate to let me know, and I'll be more than happy to complyI will add one more thing, howeverI see that Mrs [redacted] is now threatening to communicate with persons that she claims to have personal and damaging dataFrom the first instance she told us about this, we informed her that the data should be removed immediately (although we really couldn't verify it was us that put it on there in the first place), as it is highly inappropriate to maintain itHowever, she apparently insists on keeping that data for her own personal reasons that are not in any way justifiablePlease communicate with her that regardless of her feelings, or the outcome of your assessment, she really needs to dispose of that dataI would urge her to do so as quickly as possibleThanks, and again, feel free to let me know if there is anything else we can help with in this matterI'm best reached by email at ***@fluxrepair.com or via my mobile phone call/text at 317- [redacted] John S [redacted] Response to Indiana Attorney General's Office: Flux Technology Services, LLC [redacted] File Number: [redacted] Our explanation of what happened: [redacted] brought her laptop computer into our Carmel, IN location on April 16, The computer had a crashed hard drive that was failing, but not yet deadWe were able to save her personal data, and to install a refurbished hard drive to replace her old oneThis option was verbally discussed with her, and she approved the repairWe offer a day warranty on all repairs with the guarantee of a total refund to insure that each customer is 100% satisfied with the work that we have done for themIt is, to the best of my knowledge, one of the best warranties offered in our industryWhen Mrs [redacted] came by to pick up her computer, she insisted on examining the contents of her data that had been saved and transferredWe booted up her computer, and she spent some amount of time at the counter verifying that all of her data had been properly copied overThis single fact makes almost the entirety of her complaint seem really unusual and frankly, quite odd to usAt no point was her personal data ever compromised Seven (7) months later on November 7, 2014, Mrs [redacted] returned to our Carmel location with a complaint that her computer contained data that was unknown to herWe examined her computer and determined that it could be possible a technician had made a mistake and accidently copied over more than just her own data back to her computer, although it is important to note that all of her own data had also been copiedIn other words, all of her data was present, as originally verified by her, as well as some extra unknown dataShe also still had her old hard drive, as it was still in her possession, and we offered to rescan it for her, and basically redo everything at no additional charge(Please note: A) although we were able to determine that there was extra data on Mrs***'s laptop, we really have no means of determining that it was us that put it on there, especially since it had been over months since the repair work was done, and B) we exercise rigorous internal controls and documentation to avoid such a thing happeningIn fact, it has never happened in our 6+ years of operation to the best of my knowledge, or reported to us by any customerI am not denying that it could happen, or that it did happen, but I am asserting that after seven months had passed without any communication from the customer, our ability to determine these things was greatly diminished.) We immediately offered to remove the extra data, and Mrs [redacted] declined our assistanceShe demanded a 100% refund of the service charges, which we agreed to as a matter of policy, but she never returned to collect it Copy of all documents related to the complaint are includedThese include the original invoice for the amount she paid, as well as our internal help desk ticket documentation Explanation of what actions we would be willing to take: We originally agreed to a refund of the service charges, but she never stopped by to pick upThis would be the labor fee of $79, as shown on the accompanying invoiceWe are willing to still do that, as it is our policy to assure 100% satisfaction with our workIf she would like a full refund of the $127.15, we would like our hard drive returned to usThis would essentially return her to the service state of when she originally asked for help from usShe has both her laptop and original hard drive already in her possessionWe feel that her demands of a new laptop, new printer, etcare entirely unfounded, and kind of strange to be honestAlso, her complaint that she is concerned that something may have happened to her own personal data are equally unfoundedShe has her original hard driveShe verified when she picked up her laptop that all of her information was copied to itThere is literally nothing further we could possibly do, and obviously there is no "identity theft" involved
Thank you for calling this complaint to our attention. We are aware of Mrs. [redacted]'s complaint, and have done everything possible to address it.
0.05in 0.0001pt 0in;">Below is our response to the Indiana Attorney General's Office when Mrs. [redacted] reported her version of events to them. They dismissed her complaint, but never communicated their reasons to me, but my assumption is that after reviewing our documentation they concluded that the complaint was unfounded. I believe this documentation should adequately explain our view of the events that occurred. Should you need anything else, please don't hesitate to let me know, and I'll be more than happy to comply. I will add one more thing, however. I see that Mrs. [redacted] is now threatening to communicate with persons that she claims to have personal and damaging data. From the first instance she told us about this, we informed her that the data should be removed immediately (although we really couldn't verify it was us that put it on there in the first place), as it is highly inappropriate to maintain it. However, she apparently insists on keeping that data for her own personal reasons that are not in any way justifiable. Please communicate with her that regardless of her feelings, or the outcome of your assessment, she really needs to dispose of that data. I would urge her to do so as quickly as possible. Thanks, and again, feel free to let me know if there is anything else we can help with in this matter. I'm best reached by email at [redacted]@fluxrepair.com or via my mobile phone call/text at 317-[redacted]. John S[redacted]
Response to Indiana Attorney General's Office:
Flux Technology Services, LLC
[redacted] [redacted]
1. File Number: [redacted]
2. Our explanation of what happened: [redacted] brought her laptop computer into our Carmel, IN location on April 16, 2014. The computer had a crashed hard drive that was failing, but not yet dead. We were able to save her personal data, and to install a refurbished hard drive to replace her old one. This option was verbally discussed with her, and she approved the repair. We offer a 30 day warranty on all repairs with the guarantee of a total refund to insure that each customer is 100% satisfied with the work that we have done for them. It is, to the best of my knowledge, one of the best warranties offered in our industry.
When Mrs. [redacted] came by to pick up her computer, she insisted on examining the contents of her data that had been saved and transferred. We booted up her computer, and she spent some amount of time at the counter verifying that all of her data had been properly copied over. This single fact makes almost the entirety of her complaint seem really unusual and frankly, quite odd to us. At no point was her personal data ever compromised.
Seven (7) months later on November 7, 2014, Mrs. [redacted] returned to our Carmel location with a complaint that her computer contained data that was unknown to her. We examined her computer and determined that it could be possible a technician had made a mistake and accidently copied over more than just her own data back to her computer, although it is important to note that all of her own data had also been copied. In other words, all of her data was present, as originally verified by her, as well as some extra unknown data. She also still had her old hard drive, as it was still in her possession, and we offered to rescan it for her, and basically redo everything at no additional charge.
(Please note: A) although we were able to determine that there was extra data on Mrs. [redacted]'s laptop, we really have no means of determining that it was us that put it on there, especially since it had been over 7 months since the repair work was done, and B) we exercise rigorous internal controls and documentation to avoid such a thing happening. In fact, it has never happened in our 6+ years of operation to the best of my knowledge, or reported to us by any customer. I am not denying that it could happen, or that it did happen, but I am asserting that after seven months had passed without any communication from the customer, our ability to determine these things was greatly diminished.)
We immediately offered to remove the extra data, and Mrs. [redacted] declined our assistance. She demanded a 100% refund of the service charges, which we agreed to as a matter of policy, but she never returned to collect it.
3. Copy of all documents related to the complaint are included. These include the original invoice for the amount she paid, as well as our internal help desk ticket documentation.
4. Explanation of what actions we would be willing to take: We originally agreed to a refund of the service charges, but she never stopped by to pick up. This would be the labor fee of $79, as shown on the accompanying invoice. We are willing to still do that, as it is our policy to assure 100% satisfaction with our work.
If she would like a full refund of the $127.15, we would like our hard drive returned to us. This would essentially return her to the service state of when she originally asked for help from us. She has both her laptop and original hard drive already in her possession.
We feel that her demands of a new laptop, new printer, etc. are entirely unfounded, and kind of strange to be honest. Also, her complaint that she is concerned that something may have happened to her own personal data are equally unfounded. She has her original hard drive. She verified when she picked up her laptop that all of her information was copied to it. There is literally nothing further we could possibly do, and obviously there is no "identity theft" involved.