UFO Computer Services

[redacted] ,We're sorry that you cannot accept our responseThis is an issue that affects us both, and we do want to get it resolved for youWe want to help you, but your husband and your complaints are not facilitating this endWhen you say you don't feel safe coming here, we're very confused, as your husband is the one who threatened our businessWe have made no threat toward you, your husband, or anyoneWe have no call logs, call records, or voicemail of you callingAs we've said before to both you and your husband, when a paying customer calls us and asks us to come on site, we might not have a tech available to be at the office all dayEven though we have been verbally abused and threatened through email, we are willing to make arrangementsIf we are not informed of a time that you are planning to be at our office, it is very difficult to guarantee that someone will be there to see youIf you would like to come pick up your laptop, please call ahead to let us know when you will be here and I'll be sure to have someone at the office to meet you.Thank you,UFO NetComm

We have had contact with this customer only a few times since they dropped off the laptopWe have a sign posted here at our office with a policy on late fees and the amount of time we will store a computer without work; days late incurs a 10% late fee and after days the computer is considered abandoned and becomes the property of UFO Computer ServicesWe are always willing to make an arrangement with our customers to extend this or remove any late fees they might have incurred during this timeThe customer dropped off their computer with us on June 10th, First contact with the customer was within days of drop off, but then we did not hear from them until August 14th, 2015, at which time they said they were going to come drop off the part they had purchased for their computerThey set the expectation that they would show up within days of that contact, but we heard nothing from them until September 15th, 2015, when we closed their ticket due to extended inactivity and failure to respond to repeated contact attempts, per the policy that lies in plain sight at our front deskOur automated system sent an email asking for their feedback and the customer became furiousWe are a small business, so we are out of the office many times a day with the doors closed to go onsite or work on projects we have with companiesWe run our own phone system here so that we were able to setup voicemail to emailIf the customer had called and left a voicemail, I would have had it in my email within minutesWe offered to personally schedule to have a tech here at a time that would be good for the customerThe customer did not respond, so we left to finish our businessOn September 18th, 2015, the customer started to curse at us through emailWe halted communications at that pointThe bill for late fees showing in our system to both us and the customer is $75, and the customer is welcome to pay their bill and then come pick up the computer

We have had contact with this customer only a few times since they dropped off the laptop. We have a sign posted here at our office with a policy on late fees and the amount of time we will store a computer without work; 7 days late incurs a 10% late fee and after 90 days the computer is considered...

abandoned and becomes the property of UFO Computer Services. We are always willing to make an arrangement with our customers to extend this or remove any late fees they might have incurred during this time. The customer dropped off their computer with us on June 10th, 2015. First contact with the customer was within days of drop off, but then we did not hear from them until August 14th, 2015, at which time they said they were going to come drop off the part they had purchased for their computer. They set the expectation that they would show up within days of that contact, but we heard nothing from them until September 15th, 2015, when we closed their ticket due to extended inactivity and failure to respond to repeated contact attempts, per the policy that lies in plain sight at our front desk. Our automated system sent an email asking for their feedback and the customer became furious. We are a small business, so we are out of the office many times a day with the doors closed to go onsite or work on projects we have with companies. We run our own phone system here so that we were able to setup voicemail to email. If the customer had called and left a voicemail, I would have had it in my email within minutes. We offered to personally schedule to have a tech here at a time that would be good for the customer. The customer did not respond, so we left to finish our business. On September 18th, 2015, the customer started to curse at us through email. We halted communications at that point. The bill for late fees showing in our system to both us and the customer is $75, and the customer is welcome to pay their bill and then come pick up the computer.

Complaint: [redacted]
I am rejecting this response because:Whatever conversation you had with my husband is irrelevant to my complaint as I am complaining about my own experience with your company. I have call logs of me calling  twice and leaving voicemails. One would think a tech company should have a proper voicemail set up. I also have spent my own time that I had to take off of work to come to your office to get this done. I have wasted several hours and money trying to get in contact with you.I do not feel comfortable going to your place of business after our phone conversation. I will not pay $75 for the computer back. I will attempt to make 3rd party arrangements to come pick up the hard drive.Regards,
[redacted]

[redacted],We're sorry that you cannot accept our response. This is an issue that affects us both, and we do want to get it resolved for you. We want to help you, but your husband and your complaints are not facilitating this end. When you say you don't feel safe coming here, we're very confused, as your husband is the one who threatened our business. We have made no threat toward you, your husband, or anyone. We have no call logs, call records, or voicemail of you calling. As we've said before to both you and your husband, when a paying customer calls us and asks us to come on site, we might not have a tech available to be at the office all day. Even though we have been verbally abused and threatened through email, we are willing to make arrangements. If we are not informed of a time that you are planning to be at our office, it is very difficult to guarantee that someone will be there to see you. If you would like to come pick up your laptop, please call ahead to let us know when you will be here and I'll be sure to have someone at the office to meet you.Thank you,UFO NetComm