TripleSComputers

Business Response to a ComplaintComplaint ID#: [redacted] Company Name:Triple-S ComputersCompany Contact: [redacted] Company Phone:[redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member:Response:WOWThis came *totally [redacted] out of left fieldSo let's take it from the topThis client came to me with a laptop that was overheatingWe initially discussed the problem over the phone, during which conversation I inquired about whether or not the fan was runningHe said it sounded like it was, but that it was "making noise"I replied that this made sense, and that it was in fact quite likely that his fan was failing (i.e., the bearings were going out)He decided to bring the machine to me to have it assessed because, in many cases, it is possible to simply clear the obstructions from the fan using a high-powered blower and have the machine restored to good healthOther times, fan replacements are relatively simple anywayIn the particular case of this machine, the fan was located *beneath the motherboard*As with many techs, this is a repair I do not choose to handle in house due to the risks involvedHowever, again, like most techs, I refer to hardware technicians who *do [redacted] handle this type of work when it arisesI contacted the client via phone to explain this to himIn fact, I even explained to him who I would be using for the repairs and the person's name (as evidenced by the client's complaint)And by the way, I *absolutely did [redacted] explicitly mention that the repair would likely take longer than usual in this case, because, as I told the client, "the parts would likely come from overseas, such as from China, their country of origin"This conversation explicitly took place; but I digressA few days later, the repairs were completed, and the fan was now operating normally, no longer making noiseThe fan had indeed been fixed, and I contacted the client to have him come pick up the machineMy charge for the work was $125; I was charged $by the technician I hiredThat would make my slice of the profit literally a paltry $20, which hardly even covers my costs of meeting with the client and facilitating the repairsBut that's how I run my business; it isn't all about the money with me, it's about client satisfaction first and foremostFast-forward to a week or two later, and the client contacts me via phone to explain that the machine is still running hotI discussed this with him before explaining that I would contact [redacted] (the hardware tech I used for the repairs) to ensure that the heatsink was removed and reseated with new thermal compound -- just to be certainI did so, and within minutes I contacted the client once more to inform him that it was, and that thus the problem must be external to the heatsink/fan, which is unfortunate, but accurateIt is also quite possible that the fan having failed may have led to the failure of another board-level component, such as perhaps a thermal sensor, which could easily cause these sorts of symptoms to occurRegardless of the circumstances, I explained to him that it was not in my opinion worth further troubleshooting; a board repair or replacement could easily exceed an additional $or more, and even following that he would be stuck with an aging machine that could expire due to other unforseen causesAs a result, in spite of the fact that it was *not [redacted] the repair that led to the problem, I promised him that I would furthermore be willing to discount my cost in acquiring a new machine to just $(down from $including the data transfer process) as a gesture of goodwill (this equates to nearly 50% off my cost in this service)The cost of the machine, by the way, is SEPARATE; I'm not selling machines for $180, which would be yet another way to wind up with unhappy customersI facilitate the purchase of the machine at a deep discount with the manufacturer of the product, and my only cost is billed separately for the service to find, purchase, perform diagnostics, update, install software, and remove the initial junk which ships on the machinesData transfer is normally $of that cost, but in this case the entire service was offered for $-- which is unprecedentedly cheapNevertheless, the customer seemed as though he understood the circumstances, and was not in any way perceptibly upset at the end of the conversationHe simply said that he would let me know what he decided, and that was the end of the conversationHerein lies the critical point with which I am most prominently concerned: *never once [redacted] was a refund requested by the client, and *never once [redacted] did he indicate that he disagreed with the prognosis or with the (very fair) solution I proposed to himInstead, his next step apparently was to refer to the Revdex.com for a complaint, a process which is surely effective in dealing with lumbering corporate conglomerates with whom I compete, but which is outrageously offensive to someone like myself who spends so much time and energy on customer satisfactionThis is not a business that I run; it is a hobbyIt is a hobby that was fostered from a dream, and which literally BECAME a livingMy customers are not simply customers, but friendsEvery single one of themAnd that's why I have never ONCE in the past received a complaint from a client -- and while I suppose I should have eventually expected it to occur, it's why it is equally off-putting to have received one today in response to such a straightforward and very civil encounterI understand that not everyone is comfortable simply speaking their mind or asking for what they wish to receive, but when dealing with self-employed individuals who *sincerely care [redacted] about their clients, one would think that a simple request might have sufficed insteadThe client is more than welcome at any time to contact me and receive a full refund of $-- in cash, no less -- for the services renderedThis is in spite of the fact that the repairs were indeed performed, the bad part was indeed replaced, the new part does indeed function as intended, and the cost has indeed already been paid to the subcontracted technician by meThere are sometimes extraneous circumstances in play which no one can predict, and most certainly when dealing with things as complex as computers, it should be anticipated that such circumstances can ariseIt is the response to such circumstances which determines the aptitude and solvency of a business dealing with them, and I firmly believe that to that end, I handle them better than anyone.Sent on: 5/6/2:05:PM

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Business Response to a ComplaintComplaint ID#:[redacted]Company Name:Triple-S ComputersCompany Contact:[redacted]Company Phone:5[redacted]Company Email:[redacted]Person Who Sent the Complaint:[redacted]Staff Member:Response:WOW. This came *totally* out of left field. So let's take...

it from the top. This client came to me with a laptop that was overheating. We initially discussed the problem over the phone, during which conversation I inquired about whether or not the fan was running. He said it sounded like it was, but that it was "making noise". I replied that this made sense, and that it was in fact quite likely that his fan was failing (i.e., the bearings were going out). He decided to bring the machine to me to have it assessed because, in many cases, it is possible to simply clear the obstructions from the fan using a high-powered blower and have the machine restored to good health. Other times, fan replacements are relatively simple anyway. In the particular case of this machine, the fan was located *beneath the motherboard*. As with many techs, this is a repair I do not choose to handle in house due to the risks involved. However, again, like most techs, I refer to hardware technicians who *do* handle this type of work when it arises. I contacted the client via phone to explain this to him. In fact, I even explained to him who I would be using for the repairs and the person's name (as evidenced by the client's complaint). And by the way, I *absolutely did* explicitly mention that the repair would likely take longer than usual in this case, because, as I told the client, "the parts would likely come from overseas, such as from China, their country of origin". This conversation explicitly took place; but I digress. A few days later, the repairs were completed, and the fan was now operating normally, no longer making noise. The fan had indeed been fixed, and I contacted the client to have him come pick up the machine. My charge for the work was $125; I was charged $105 by the technician I hired. That would make my slice of the profit literally a paltry $20, which hardly even covers my costs of meeting with the client and facilitating the repairs. But that's how I run my business; it isn't all about the money with me, it's about client satisfaction first and foremost. Fast-forward to a week or two later, and the client contacts me via phone to explain that the machine is still running hot. I discussed this with him before explaining that I would contact [redacted] (the hardware tech I used for the repairs) to ensure that the heatsink was removed and reseated with new thermal compound -- just to be certain. I did so, and within 15 minutes I contacted the client once more to inform him that it was, and that thus the problem must be external to the heatsink/fan, which is unfortunate, but accurate. It is also quite possible that the fan having failed may have led to the failure of another board-level component, such as perhaps a thermal sensor, which could easily cause these sorts of symptoms to occur. Regardless of the circumstances, I explained to him that it was not in my opinion worth further troubleshooting; a board repair or replacement could easily exceed an additional $200 or more, and even following that he would be stuck with an aging machine that could expire due to other unforseen causes. As a result, in spite of the fact that it was *not* the repair that led to the problem, I promised him that I would furthermore be willing to discount my cost in acquiring a new machine to just $119 (down from $179 including the data transfer process) as a gesture of goodwill (this equates to nearly 50% off my cost in this service). The cost of the machine, by the way, is SEPARATE; I'm not selling machines for $180, which would be yet another way to wind up with unhappy customers. I facilitate the purchase of the machine at a deep discount with the manufacturer of the product, and my only cost is billed separately for the service to find, purchase, perform diagnostics, update, install software, and remove the initial junk which ships on the machines. Data transfer is normally $30 of that cost, but in this case the entire service was offered for $119 -- which is unprecedentedly cheap. Nevertheless, the customer seemed as though he understood the circumstances, and was not in any way perceptibly upset at the end of the conversation. He simply said that he would let me know what he decided, and that was the end of the conversation. Herein lies the critical point with which I am most prominently concerned: *never once* was a refund requested by the client, and *never once* did he indicate that he disagreed with the prognosis or with the (very fair) solution I proposed to him. Instead, his next step apparently was to refer to the Revdex.com for a complaint, a process which is surely effective in dealing with lumbering corporate conglomerates with whom I compete, but which is outrageously offensive to someone like myself who spends so much time and energy on customer satisfaction. This is not a business that I run; it is a hobby. It is a hobby that was fostered from a dream, and which literally BECAME a living. My customers are not simply customers, but friends. Every single one of them. And that's why I have never ONCE in the past received a complaint from a client -- and while I suppose I should have eventually expected it to occur, it's why it is equally off-putting to have received one today in response to such a straightforward and very civil encounter. I understand that not everyone is comfortable simply speaking their mind or asking for what they wish to receive, but when dealing with self-employed individuals who *sincerely care* about their clients, one would think that a simple request might have sufficed instead. The client is more than welcome at any time to contact me and receive a full refund of $125 -- in cash, no less -- for the services rendered. This is in spite of the fact that the repairs were indeed performed, the bad part was indeed replaced, the new part does indeed function as intended, and the cost has indeed already been paid to the subcontracted technician by me. There are sometimes extraneous circumstances in play which no one can predict, and most certainly when dealing with things as complex as computers, it should be anticipated that such circumstances can arise. It is the response to such circumstances which determines the aptitude and solvency of a business dealing with them, and I firmly believe that to that end, I handle them better than anyone.Sent on: 5/6/2016 2:05:10 PM

Business Response to a Complaint
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Complaint ID#:
[redacted]
Company Name:
Triple-S Computers
Company Contact:
[redacted]
Company Phone:
5[redacted]
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
Response:
WOW. This came *totally* out of left field. So let's take it from the top. This client came to me with a laptop that was overheating. We initially discussed the problem over the phone, during which conversation I inquired about whether or not the fan was running. He said it sounded like it was, but that it was "making noise". I replied that this made sense, and that it was in fact quite likely that his fan was failing (i.e., the bearings were going out). He decided to bring the machine to me to have it assessed because, in many cases, it is possible to simply clear the obstructions from the fan using a high-powered blower and have the machine restored to good health. Other times, fan replacements are relatively simple anyway. In the particular case of this machine, the fan was located *beneath the motherboard*. As with many techs, this is a repair I do not choose to handle in house due to the risks involved. However, again, like most techs, I refer to hardware technicians who *do* handle this type of work when it arises. I contacted the client via phone to explain this to him. In fact, I even explained to him who I would be using for the repairs and the person's name (as evidenced by the client's complaint). And by the way, I *absolutely did* explicitly mention that the repair would likely take longer than usual in this case, because, as I told the client, "the parts would likely come from overseas, such as from China, their country of origin". This conversation explicitly took place; but I digress. A few days later, the repairs were completed, and the fan was now operating normally, no longer making noise. The fan had indeed been fixed, and I contacted the client to have him come pick up the machine. My charge for the work was $125; I was charged $105 by the technician I hired. That would make my slice of the profit literally a paltry $20, which hardly even covers my costs of meeting with the client and facilitating the repairs. But that's how I run my business; it isn't all about the money with me, it's about client satisfaction first and foremost. Fast-forward to a week or two later, and the client contacts me via phone to explain that the machine is still running hot. I discussed this with him before explaining that I would contact [redacted] (the hardware tech I used for the repairs) to ensure that the heatsink was removed and reseated with new thermal compound -- just to be certain. I did so, and within 15 minutes I contacted the client once more to inform him that it was, and that thus the problem must be external to the heatsink/fan, which is unfortunate, but accurate. It is also quite possible that the fan having failed may have led to the failure of another board-level component, such as perhaps a thermal sensor, which could easily cause these sorts of symptoms to occur. Regardless of the circumstances, I explained to him that it was not in my opinion worth further troubleshooting; a board repair or replacement could easily exceed an additional $200 or more, and even following that he would be stuck with an aging machine that could expire due to other unforseen causes. As a result, in spite of the fact that it was *not* the repair that led to the problem, I promised him that I would furthermore be willing to discount my cost in acquiring a new machine to just $119 (down from $179 including the data transfer process) as a gesture of goodwill (this equates to nearly 50% off my cost in this service). The cost of the machine, by the way, is SEPARATE; I'm not selling machines for $180, which would be yet another way to wind up with unhappy customers. I facilitate the purchase of the machine at a deep discount with the manufacturer of the product, and my only cost is billed separately for the service to find, purchase, perform diagnostics, update, install software, and remove the initial junk which ships on the machines. Data transfer is normally $30 of that cost, but in this case the entire service was offered for $119 -- which is unprecedentedly cheap. Nevertheless, the customer seemed as though he understood the circumstances, and was not in any way perceptibly upset at the end of the conversation. He simply said that he would let me know what he decided, and that was the end of the conversation. Herein lies the critical point with which I am most prominently concerned: *never once* was a refund requested by the client, and *never once* did he indicate that he disagreed with the prognosis or with the (very fair) solution I proposed to him. Instead, his next step apparently was to refer to the Revdex.com for a complaint, a process which is surely effective in dealing with lumbering corporate conglomerates with whom I compete, but which is outrageously offensive to someone like myself who spends so much time and energy on customer satisfaction. This is not a business that I run; it is a hobby. It is a hobby that was fostered from a dream, and which literally BECAME a living. My customers are not simply customers, but friends. Every single one of them. And that's why I have never ONCE in the past received a complaint from a client -- and while I suppose I should have eventually expected it to occur, it's why it is equally off-putting to have received one today in response to such a straightforward and very civil encounter. I understand that not everyone is comfortable simply speaking their mind or asking for what they wish to receive, but when dealing with self-employed individuals who *sincerely care* about their clients, one would think that a simple request might have sufficed instead. The client is more than welcome at any time to contact me and receive a full refund of $125 -- in cash, no less -- for the services rendered. This is in spite of the fact that the repairs were indeed performed, the bad part was indeed replaced, the new part does indeed function as intended, and the cost has indeed already been paid to the subcontracted technician by me. There are sometimes extraneous circumstances in play which no one can predict, and most certainly when dealing with things as complex as computers, it should be anticipated that such circumstances can arise. It is the response to such circumstances which determines the aptitude and solvency of a business dealing with them, and I firmly believe that to that end, I handle them better than anyone.
Sent on: 5/6/2016 2:05:10 PM