N E computer Techs

I received prompt, friendly and professional service at N E Computer Techs. The tech and office manager were knowledgeable and answered all of my questions. I never felt rushed and they spoke about my computer in plain English :) The shop is clean, bright and inviting. After seeing the shop and talking with [redacted], I expected the prices to be out of my range but that was one more pleasant surprise. They actually charged LESS than what I was quoted elsewhere and I had my computer back in less than 2 days, not the 2 weeks another place told me. I would not think twice about recommending this business as the place to go for your computer needs.

Review: On Thursday Nov.7th of 2013,I bought a Dell Inspiron 1420 laptop from [redacted] at NE Computer Tech for $309. I brought it home, played with it and realized that it was not going to work for me. The laptop was infected and now I couldn't even surf the web with it. So I called [redacted] and asked him if I can come buy the shop and he said "sure, I'll be at the shop at 7pm, come by then." So I went by the shop at 7 and he wasn't there. So, I couldn't go to the shop the next day, Friday because I had to work late, so I called [redacted] and told him the problem and we even exchanged text and I told him that I wanted to return the laptop. So, I asked him if I could come by Saturday afternoon to return the laptop and he said "yes." So, I go to the shop Saturday at about noon, and I told him the problem and that I'd like to return the laptop and get my money back. [redacted] tells me that "we don't do returns!" I even asked him to just give me back $250 and I'll take the $59 loss. He wouldn't agree to give me my money back. He decides that he wants to fixed the problem that he says I caused. So, trying to avoid a confrontation, after he clears all the viruses, I took the laptop home without a refund. So now, its about 4 days later and the laptop is acting up again, so I texted him about returning the laptop again. And I told him that, if, I don't get my refund that I would call the Revdex.com and report him.This is when [redacted] calls me and yells at me for messing up the computer and that the work that he did on it would cost more than the laptop and that if I wanted a return, I would get next to nothing for it. He's yelling at me on the phone and then he hangs up on me. He texts me to bring in the laptop so he can work on it, but I asked him to give me a yes or no answer on the return and that was it. I'm not going anywhere near anyone that yells at his customer.Never did he have a sign in his shop or on the receipt saying "no returns" He blames and yells and hangs up on customers for his bad products.Desired Settlement: I would like my refund back, if not the full refund, then I'll be pleased with $250 and the closing of this matter.

Business

Response:

I have read the customers complaint and appreciate the opportunity to clarify some issues:

The complaint states that the customer came to my store on November 7, 2013 and made purchase of a Dell Inspiron 1420 laptop.

The customer fails to mention that he originally came to my store on November 4, 2013 and purchased a Google Chromebook. When he came back into the store on November 7, 2013 he stated that the Chromebook 'was not going to work for him'. We took the Chromebook back and applied the full amount paid toward the purchase of the Dell Inspiron 1420 laptop.

The customer returned to the shop several days later stating that the laptop was infected and he wanted to return it for a full refund.

We checked the laptop and discovered that it did indeed have a virus as well as Mal-ware. We determined that the client had gone to a website that is known to be infected. He had also installed several pieces of software and toolbars that carried Mal-ware. We cleaned the system and restored it to the origina! Working order in which it had been purchased. We did this work at no charge because We firmly believe in providing outstanding customer service. We further advised the client that the website he was using is a pirated site and continued use will re-infect his system and we would not accept liability related to such use.

The client states that after several more days he again requested a refund because he was experiencing more problems.

The client told my technician that he was running into problems every time he went to 'his sports site’. Since that is the pirated site that we warned him of, he was told that we would not be willing to take return of laptop with virus' that were obtained by his continued use of a problem site.

The client states in his complaint that he was told that if he returned the laptop he would receive next to nothing for it. He further stated that he was willing to take a reduced refund in the amount of S250.

The client came in for support and service on the Dell laptop that is not considered customary but that was provided at no charge. For example, the client did not have the ability to download and install [redacted] on the laptop and was not able to complete the task with my tech walking him through it on the telephone so he brought the laptop in and [redacted] installed the program and taught him how to sync his files. We also spent the time to remove the viruses and Mal-Ware that he got the first time even though it is not covered under the warranty. Now, the laptop is again infected and requires more work to get it back to sellable condition. The Chromebook he originally purchased was also returned with his accounts and information on it and was in need to work to be sellable. When the client called to request a refund again, he was informed that if he wished to return the laptop he could; but he would be billed our regular hourly rate for the work that we did customizing the machine for him and for the time it would take to remove the virus that is currently on the laptop from his repeated use a bad site. He did not like what he was being told and he hung up on my tech. He then refused to answer our attempts to call him back.

I would like it noted that at no time was the client told that we do not accept returns. We certainly do accept return of items in their original condition or items that have issues covered by warranty. We do not accept items that have been damaged due to use outside of their intended purposes, nor do we warranty software problems.

lf there is anything further that I can do to resolve this matter, please feel free to Contact me. My personal cell phone number is [redacted].

Thank you

Sincerely,

Proprietor N E Computer Techs