Tru Computers, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. *** and *** were very helpful and I am very pleased with the outcome. My computer is repaired and working fine
Regards,
*** ***

Complaint ID #[redacted]
 
To whom it may concern.
 
Thank you for the notification of our complaint. Upon receiving the first letter, we immediately reached out to [redacted] to make her aware of our...

intentions to rectify the situation. The president and CEO of our company personally contacted her to apologize and promised to make the required repairs himself.
 
The problematic laptop was returned to our store over the course of the next week and work began without hesitation. After full diagnostics were performed to double check the result of the first visit, [redacted] was provided with the Windows 7 Upgrade, a warranty extension, and an expedited turnaround free of charge. This solved all of the issues mentioned in the original complaint. Furthermore, [redacted] was assured that any related issues would be covered free of charge for 60 days, a longer warranty than our typical 30 day guarantee, and she could expect nothing but the best service from TRU Computers and it's staff during future visits.
 
Behind the scenes, we took this opportunity to improve our systems and workflow. We have adjusted our current quality checks and implemented an additional, more stringent, final work approval to eliminate problems like this from happening again.
 
At TRU Computers, we pride ourselves on customer service and customer satisfaction above alj else. We understand that returning and referred customers are integral part of our growth and we look forward to maintaining those values and relationships for many years to come.
 
Sincerely,
 
[redacted] 
Chief Customer Care Officer

Review: I purchased a maintenance plan with Tru Computers in the summer for a cost of $100.00. This plan covered bringing in your computer for a 6 month check up. I brought my computer in for maintenance and an issue I had, I was unable to access my Itune account. I received a call from Tru Computer stating that they were having an issue and that they would have to uninstall Windows and would upgrade Windows when they reinstalled, they would also have to back up all our documents and pictures. They told us this would correct the problem and would cost $180.00. We agreed.

Unfortunately, upon arriving home and beginning to use our computer we discovered several NEW issues. The first thing we discovered was that we did not have the upgrade, when I called Tru Computers, [redacted] said we did not need it and if we wanted that it would cost us another $100.00. Next our computer closes constantly saying "Windows has encountered an unexpected shut down". I packed the computer and went back to Tru Computers and again spoke to [redacted]. [redacted] said they did all they could and it was probably the Mother Board and our computer was not worth putting in a new one. My alternative would be to purchase a new computer, which [redacted] would be happy to sell me, or they would transfer all documents from my current computer to a new one. I said I would have to think about it. After using my computer further, I can no longer use my printer or connect any devise using my USB port. My computer does not recognize anything. Currently the only thing we can use my computer for is reading emails and the internet. My problem is when I took my computer in for maintenance my ONLY issue was I could not access my Itune account. When it was returned to me and I was told everything was fine. I constantly have to reboot my computer, I cannot use my printer nor attach a devise to either of the USB Ports on the computer. I feel Tru Computers, since they have the technical knowledge should never have returned it to me this way charging me the $180.00. They never said this might not work.

I think they should return then $180.00 to me. I never heard of paying for something to be repaired and having it returned worse.Desired Settlement: see Attached document

Business

Response: