M.I.S.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowIn rebuttal to the business response from my previous complaint, I want to say that I was not hesitant to pay $for the repair plus the dollars for the partI felt that was perfectly fine and reasonableI did not appreciate the call back that the mother board had been burned up and I was going to have to pay for a new oneThe business explained they would be getting a part that would cost $and it would take several weeks to be deliveredThat is actually what was saidAs for me not having knowledge about computers, I resent that remark and take that as a personal insult against my characterI also don't appreciate being accused of not wanting to pay for the repair billAlso, this company does not have hundreds of satisfied customersThe people I work with at [redacted] have had issues similar to mine like taking their computers home only to have them break down again and then have this company say they were sorry but since the computer was taken out of the store they would not repair it for free because anything could have happened to it and it was not their faultAlso, when I was in the shop there was no one else thereThey hardly have any businessMy concerns are: how many more things are going to happen to my computer costing me additional money and what guarantee do I have that after I hand over the money and take my computer home, will it break down again and I will be out somewhere around dollarsI think these are valid concerns I really don't know how to resolve this issueAt this point I am sorry I took my computer thereI was under the impression it was an easy fix and this has turned out to be a nightmare Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.In rebuttal to the business response from my previous complaint, I want to say that I was not hesitant to pay $for the repair plus the dollars for the partI felt that was perfectly fine and reasonableI did not appreciate the call back that the mother board had been burned up and I was going to have to pay for a new oneThe business explained they would be getting a part that would cost $and it would take several weeks to be deliveredThat is actually what was saidAs for me not having knowledge about computers, I resent that remark and take that as a personal insult against my characterI also don't appreciate being accused of not wanting to pay for the repair billAlso, this company does not have hundreds of satisfied customersThe people I work with at *** *** have had issues similar to mine like taking their computers home only to have them break down again and then have this company say they were sorry but since the computer was taken out of the store they would not repair it for free because anything could have happened to it and it was not their faultAlso, when I was in the shop there was no one else thereThey hardly have any businessMy concerns are: how many more things are going to happen to my computer costing me additional money and what guarantee do I have that after I hand over the money and take my computer home, will it break down again and I will be out somewhere around dollarsI think these are valid concerns. I really don't know how to resolve this issueAt this point I am sorry I took my computer thereI was under the impression it was an easy fix and this has turned out to be a nightmare
Regards,
*** ***

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.
Problem: I went into the business to have a pin repaired on my computerIn the process the mother board was brokenI was asked to purchase a new mother board on top of the dollars for labor and dollars for the pin.Solution: The pin was repaired and the mother board was provided by the company.On May 6, I received one phone call from the young man who owns the business he is running out of a basementHe left a message that the computer was ready for pick upI called back and was asked to press one to speak to a technicianNo one answered the phoneI then walked over to the business and spoke with the technicianI picked up the computer and paid the dollars for the repairI said thank you on the way out.The only issue with the computer is that it no longer has wireless internet connectionI will either attempt to fix it myself or take it someplace else.I'm glad the issue was resolved, however, it was a difficult processI didn't really have a very good experience with this companyI don't feel it is productive at this point to continue an online "he said, she said" discussionThe company and I have opposing views about what happenedAll that I know is that it was an unpleasant experienceThank you and no further action is required
Regards,
*** ***

The customer has been left a voicemail regarding this complaint. He will not return phone calls to solve this issue. As stated in the previous follow up, his unit HAS BEEN REPAIRED AND IS AVAILABLE FOR PICKUP AT THE ORGINAL AGREED UPON RATE. The customer is using slanderous remarks for reasons unknown. His situation has been resolved. As he stated in the first complaint he "thought the price was a little high, but agreed."  That alone provides an indication he was reluctant to pay for the repair to begin with, as it showed when he checked the unit in. As for not appreciating a call back that the board failed, this is out of anybody's control. Electronics break, obviously or he would not have had this interaction to begin with. He was told he had an option between ordering a board from abroad which is less expensive ($120) but a longer turn around or the option to buy a USA based board ($200) with a faster turnaround time. The customer then told us he would provide us with an answer after thinking about it. WE HAVE STILL NOT RECIEVED ANY COMMUNICATION FROM THIS CUSTOMER. We are not out to make any personal insults to anyone. This is simply an explanation as to the situation the way it has been presented. The fact this customer is making false accusations based on his own personal judgments is unfair. He in no way would have any idea as to the amount of repairs or customers being serviced at this facility, just because nobody else was in the shop at the moment he came in does not provide a reason to make that assumption. This is a repair shop, not a coffee shop. Our customers drop off their units and go. In response to the accusation that other customers from [redacted] have taken units repaired from our facility home only to have issues and be told they would not be solved is an OUTRIGHT FABRICATION, this has absolutely never happened. In fact the opposite holds true. Several [redacted] from the [redacted] were so satisfied by their interaction with us that they ELECTED ON THEIR OWN BEHALF to place M.I.S on their recommendation list for electronics service in the area. If this is a true statement we would like to be provided names as to these clients who have had issues as this is absolutely UNTRUE. This situation has been resolved, the customer has been notified that the replacement board he received at NO CHARGE, does not come with any guarantees, if he wants a warranty on a NEW REPLACEMENT he will need to PAY for that replacement. We politely ask this customer not to bring his business back to M.I.S from here on out.

First off we would like to apologize for any genuine issues caused by the repair effort on our customers unit. It is our objective to provide the best customer service possible and resolve all issues within reason. This customer brought in his laptop that was completely inoperative. The unit would...

not charge or power on. Based on the customers explanation of the issue and our technicians experience with the model a preliminary diagnosis was made of a broken power jack pin. In some previous repairs of similar issues with this model, it may have been possible to repair the problem without parts, for a labor charge only. This was explained to the customer as well as the fact it may require additional parts and that the preliminary diagnostic was not definite. An estimate was provided based solely on the preliminary diagnostic. Which would be $75 for standard labor plus any associated parts needed. The customer expressed some reluctance to pay that but agreed. After the unit was torn down and a complete diagnostic performed it was determined by the tech that the unit could not be repaired by simply resoldering the pin because of the point at which it broke, and that the power jack would need to be replaced to solve this particular issue. At this point the unit had only been in the shop less than two days. (A 3-5 day turn around was explained to customer during check in) The customer was advised to wait for a phone call for an update, however he stopped in on his own behalf to check on the repair. At this point he was notified that the unit would need the power jack replaced, which is a custom order part. He agreed to wait. The part arrived at the beginning of the next week. The customer then stopped down again on his own to check the status and he was advised the part had just been received, and would be worked on that day. The tech then installed the power jack, which is a difficult repair, due to the fact it must be soldered directly onto the motherboard itself. Many repair facilities would not even attempt this sort of repair, however we possess the proper soldering equipment and skill to do this, otherwise entire motherboard replacement would be necessary. The unit was provided to us with a third party charger, not the original by [redacted]. This can cause issues due to over voltage and current over runs in the event of a short such as the broken pin. The part was soldered on and put back into the unit. It turned on and was functioning properly. However, it was noted that when the power supply was plugged in that it was sparking, but our test supply did not, leading us to believe that the supply had suffered some damage as a result of the broken pin. The unit continued to operate normally until the next day, when it was found to be back to it original inoperative state. At this point it was determined the motherboard had suffered circuitry damage likely caused by either a damaged third party power supply or the original broken pin. The customer was provided a new estimate of $120 for the board and $75 for labor. This would have brought his bill to a total of $195, not $500 as he is claiming. He advised us that he would consider this and call back with his decision, but did not ask for anymore technical explanation of the issue. We then received this complaint, without ever being able to resolve the issue. It is our belief that the customers lack of technical knowledge, and the unwillingness to pay for the repair to begin with has led him to try and push the repair cost off to us. At no point was he advised we had "blown up" his computer, especially considering it was totally inoperative to begin with. The unit will be repaired for the customer at the agreed upon original rate simply because by luck we had a spare board for this model that was assumed not to work but actually did. Our tech holds 4 industry certifications and has 13 years of electronics repair experience with hundreds of satisfied clients but will make the situation right for the customer in an attempt to provided outstanding customer service.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In rebuttal to the business response from my previous complaint, I want to say that I was not hesitant to pay $75.00 for the repair plus the 13 dollars for the part. I felt that was perfectly fine and reasonable. I did not appreciate the call back that the mother board had been burned up and I was going to have to pay for a new one. The business explained they would be getting a part that would cost $200.00 and it would take several weeks to be delivered. That is actually what was said. As for me not having knowledge about computers, I resent that remark and take that as a personal insult against my character. I also don't appreciate being accused of not wanting to pay for the repair bill. Also, this company does not have hundreds of satisfied customers. The people I work with at [redacted] have had issues similar to mine like taking their computers home only to have them break down again and then have this company say they were sorry but since the computer was taken out of the store they would not repair it for free because anything could have happened to it and it was not their fault. Also, when I was in the shop there was no one else there. They hardly have any business. My concerns are: how many more things are going to happen to my computer costing me additional money and what guarantee do I have that after I hand over the money and take my computer home, will it break down again and I will be out somewhere around 100 dollars. I think these are valid concerns.
 
I really don't know how to resolve this issue. At this point I am sorry I took my computer there. I was under the impression it was an easy fix and this has turned out to be a nightmare.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Problem: I went into the business to have a pin repaired on my computer. In the process the mother board was broken. I was asked to purchase a new mother board on top of the 75 dollars for labor and 15 dollars for the pin.Solution: The pin was repaired and the mother board was provided by the company.On May 6, I received one phone call from the young man who owns the business he is running out of a basement. He left a message that the computer was ready for pick up. I called back and was asked to press one to speak to a technician. No one answered the phone. I then walked over to the business and spoke with the technician. I picked up the computer and paid the 95 dollars for the repair. I said thank you on the way out.The only issue with the computer is that it no longer has wireless internet connection. I will either attempt to fix it myself or take it someplace else.I'm glad the issue was resolved, however, it was a difficult process. I didn't really have a very good experience with this company. I don't feel it is productive at this point to continue an online "he said, she said" discussion. The company and I have opposing views about what happened. All that I know is that it was an unpleasant experience. Thank you and no further action is required.
Regards,
[redacted]

Review: I took my [redacted] computer into Mull Information Systems and iBroke to repair a broken pin so that my computer would charge. I was told 75 dollars for repair and 13 dollars for the part which I thought was a bit high but I agreed. This was a Wednesday and the repairman said it would be done by Friday. I didn't hear from him on Friday or by the next Wednesday. So I went to the shop to see him. He said he was working on the computer right then and that he was waiting for the part. I didn't hear from him again for about a week. So I walked to the shop again. The repairman said he was working on it and I would have the computer the next day. The next day, late in the afternoon, he called to say he blew up the motherboard and that he could order another one for 200 more dollars plus charge me for repair. So, at this point, I have no computer and supposedly my computer is in his shop blown up. There is also now a bill of around 500 dollars in order to have it repaired.Desired Settlement: I would like to have my computer repaired correctly or replaced with one that works at no charge since they blew up my previous computer.

Business

Response:

First off we would like to apologize for any genuine issues caused by the repair effort on our customers unit. It is our objective to provide the best customer service possible and resolve all issues within reason. This customer brought in his laptop that was completely inoperative. The unit would not charge or power on. Based on the customers explanation of the issue and our technicians experience with the model a preliminary diagnosis was made of a broken power jack pin. In some previous repairs of similar issues with this model, it may have been possible to repair the problem without parts, for a labor charge only. This was explained to the customer as well as the fact it may require additional parts and that the preliminary diagnostic was not definite. An estimate was provided based solely on the preliminary diagnostic. Which would be $75 for standard labor plus any associated parts needed. The customer expressed some reluctance to pay that but agreed. After the unit was torn down and a complete diagnostic performed it was determined by the tech that the unit could not be repaired by simply resoldering the pin because of the point at which it broke, and that the power jack would need to be replaced to solve this particular issue. At this point the unit had only been in the shop less than two days. (A 3-5 day turn around was explained to customer during check in) The customer was advised to wait for a phone call for an update, however he stopped in on his own behalf to check on the repair. At this point he was notified that the unit would need the power jack replaced, which is a custom order part. He agreed to wait. The part arrived at the beginning of the next week. The customer then stopped down again on his own to check the status and he was advised the part had just been received, and would be worked on that day. The tech then installed the power jack, which is a difficult repair, due to the fact it must be soldered directly onto the motherboard itself. Many repair facilities would not even attempt this sort of repair, however we possess the proper soldering equipment and skill to do this, otherwise entire motherboard replacement would be necessary. The unit was provided to us with a third party charger, not the original by [redacted]. This can cause issues due to over voltage and current over runs in the event of a short such as the broken pin. The part was soldered on and put back into the unit. It turned on and was functioning properly. However, it was noted that when the power supply was plugged in that it was sparking, but our test supply did not, leading us to believe that the supply had suffered some damage as a result of the broken pin. The unit continued to operate normally until the next day, when it was found to be back to it original inoperative state. At this point it was determined the motherboard had suffered circuitry damage likely caused by either a damaged third party power supply or the original broken pin. The customer was provided a new estimate of $120 for the board and $75 for labor. This would have brought his bill to a total of $195, not $500 as he is claiming. He advised us that he would consider this and call back with his decision, but did not ask for anymore technical explanation of the issue. We then received this complaint, without ever being able to resolve the issue. It is our belief that the customers lack of technical knowledge, and the unwillingness to pay for the repair to begin with has led him to try and push the repair cost off to us. At no point was he advised we had "blown up" his computer, especially considering it was totally inoperative to begin with. The unit will be repaired for the customer at the agreed upon original rate simply because by luck we had a spare board for this model that was assumed not to work but actually did. Our tech holds 4 industry certifications and has 13 years of electronics repair experience with hundreds of satisfied clients but will make the situation right for the customer in an attempt to provided outstanding customer service.