Dear Madam,
Thanks for giving us the opportunity to respond to *** *** * ***'s complainOur record shows that *** *** initially bought a computer from ***, and apparently she was not happy with it, so she contacted us for adviseShe went back and force for a few weeks
and knowing the nature of her complain about the computer we suggested that she will keep that computer and she will get used to itShe decided to return that to *** and she came to our office and wanted to buy an *** that we had in stockSo we issued the invoice and later she said she wants *** *** and she specified the exact model and we special ordered that for herShe agreed that is an special order and she cannot return it. We transferred her data from the old PC to the new oneWe also gave her a discount on labor for data transferNormally we charge $but we only charged her $80. We also corrected the invoice from *** to ***. As it is on the invoice we stated the one year manufacturer warranty with no return. She uses the computer for three weeks and brought it to our office with the complain that she has problem using *** and the keyboard does not workOur tech looked at it and found no problem with the keyboard but noticed some Operating System setting were changedWe asked her to show us the keyboard problemShe could not make it happen in our office as hard as she triedShe said it happens sometimesWe kept the laptop for a day and found no problem what so ever. This incident happen couple of more times with similar scenarioWe finally told her you have two choices one is we send this Laptop to *** and they with check it if they found any problem they will fix it or replace itBut you have to backup your date. *** or any other company will not be responsible for your data. She wanted to return the laptopWe reminded her the no return for special order. The second option is she will contact *** and they honor the warranty with the Service Tag number shown on the bottom of the laptop. Some of the complain she has about *** support deleting her data and she has to pay someone else to recover it, even if it is true has nothing to do with usSo I can not speak on behalf of ***My experience is they always ask the customer to backup data before doing any destructive restoreOur technician told her repeatedly if you have to send the computer to *** make sure you backup your dataHer response was that a she has her data on a memory stickI will attach a copy of her invoice to this response
Sincerely,
IT Manager
Abi S***
From: [redacted]<[redacted]@[redacted].com>Date: Sat, Dec 12, 2015 at 2:04 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>TCS continues to insist that the problems with my computer are due to "user error". They want me to bring it to their tech any time it isn't working properly.That happened last PM, after they were closed, and I turned it off as instructed. This morning, before making the trip to TCS, I turned it back on & it was working. That's the main problem: that the system works inconsistently. [redacted] wants me to ship it to them -- at my expense -- for trouble-shooting in person.But TCS insists that their tech is well-qualified to check the system and has not found problems (apart from what they continue to call "user error".
Dear Madam,
Thanks for giving us the opportunity to respond to *** *** * ***'s complainOur record shows that *** *** initially bought a computer from ***, and apparently she was not happy with it, so she contacted us for adviseShe went back and force for a few weeks
and knowing the nature of her complain about the computer we suggested that she will keep that computer and she will get used to itShe decided to return that to *** and she came to our office and wanted to buy an *** that we had in stockSo we issued the invoice and later she said she wants *** *** and she specified the exact model and we special ordered that for herShe agreed that is an special order and she cannot return it. We transferred her data from the old PC to the new oneWe also gave her a discount on labor for data transferNormally we charge $but we only charged her $80. We also corrected the invoice from *** to ***. As it is on the invoice we stated the one year manufacturer warranty with no return. She uses the computer for three weeks and brought it to our office with the complain that she has problem using *** and the keyboard does not workOur tech looked at it and found no problem with the keyboard but noticed some Operating System setting were changedWe asked her to show us the keyboard problemShe could not make it happen in our office as hard as she triedShe said it happens sometimesWe kept the laptop for a day and found no problem what so ever. This incident happen couple of more times with similar scenarioWe finally told her you have two choices one is we send this Laptop to *** and they with check it if they found any problem they will fix it or replace itBut you have to backup your date. *** or any other company will not be responsible for your data. She wanted to return the laptopWe reminded her the no return for special order. The second option is she will contact *** and they honor the warranty with the Service Tag number shown on the bottom of the laptop. Some of the complain she has about *** support deleting her data and she has to pay someone else to recover it, even if it is true has nothing to do with usSo I can not speak on behalf of ***My experience is they always ask the customer to backup data before doing any destructive restoreOur technician told her repeatedly if you have to send the computer to *** make sure you backup your dataHer response was that a she has her data on a memory stickI will attach a copy of her invoice to this response
Sincerely,
IT Manager
Abi S***
From: [redacted]<[redacted]@[redacted].com>Date: Sat, Dec 12, 2015 at 2:04 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>TCS continues to insist that the problems with my computer are due to "user error". They want me to bring it to their tech any time it isn't working properly.That happened last PM, after they were closed, and I turned it off as instructed. This morning, before making the trip to TCS, I turned it back on & it was working. That's the main problem: that the system works inconsistently. [redacted] wants me to ship it to them -- at my expense -- for trouble-shooting in person.But TCS insists that their tech is well-qualified to check the system and has not found problems (apart from what they continue to call "user error".