PC Paramedix

[redacted] and [redacted] came in to see me on Saturday July and were upset After listening to them very carefully, I reassured them that we would do whatever it takes to resolve the situation We explained to them that we only worked on the software for their computer, but we believe the problem with one of their USB ports not working is do to an overheating issue for which the manufacturer has issued a recallWe offered a solution which we feel will work and they seemed satisfied As for the poor customer service from our technician, he apologized and explained that it was only a misunderstandingShe was upset on the phone and he thought that she had concluded the callHe really is a very gentle person and she could see that he was sincere and meant no disrespectAs for the printer we did not work on it at all but after examining it for free, we found it to be longer functional maybe due to age or wear and suggested a replacement It is possible that they suffered an electrical surge that affected the printer and port but that is only an assumption When they left Saturday they seemed much more at ease and content with our reassurance to stand by our work and do our best to make amends [redacted] General Manager

*** ***,
Again we are very sorry that we did not handle the matter the way you wanted it to beIn summary, we only worked on the computers software (operating system), because it was full of Virus and had other problems, which we resolved professionally, completely and in full with a day guarantee. The issues you are having are from a single faulty usb port (hardware) which we did not work on at allThe printer did not function at all on any computer and was not included in the services we providedI realize that they may have worked before but your computer was full of virus and has an overheating issue that may contributed to their failureNone of which were related to the worked performedHowever we are more than happy to offer you a USB Hub to resolve the first issue and a new and better printer to resolve the second issueI hope this meets to your satisfaction

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: My computer was worked on twice by the company in question and at no time during the first service situation was a "recall" mentioned. The "recall" wasn't brought up until the service company had no other idea on how to fix my computer, so "recall" is an easy out in my opinion. As for the gentleman in question and the phone communication, I was not upset, but very kind and courteous. ***, the manager, called the tech over while we were in his store and explained what a wonderful employee he is and how gentle he is. What else would he say in front of a customer? *** should have spoken to his employee in private and not in front of us. I have worked retail for YEARS for LARGE companies, and this was handled poorly, in my opinion. As for my printer, it was NOT old, it was less than months old and worked just fine before my computer was serviced. The computer and printer were joined at the hip and now I have no printer
This service center did NOT offer a refund or a replacement printer. The only thing *** was interested in was telling us how he had printers for sale for $and a hub port attachment for $7. In my opinion, he was only interested in getting us to purchase more from his store, something I will NEVER do!!! As for the "free" exam of my printer, the computer and printer were joined and why should it not be included for the $fee? It worked prior to arriving at the computer store! The printer is only used by ME, no one else and I am not stupid!!
Regards,
*** *** ***

[redacted] and [redacted] came in to see me on Saturday July 12 and were upset.  After listening to them very carefully, I reassured them that we would do whatever it takes to resolve the situation.  We explained to them that we only worked on the software for their computer, but we believe the...

problem with one of their USB ports not working is do to an overheating issue for which the manufacturer has issued a recall. We offered a solution which we feel will work and they seemed satisfied.  As for the poor customer service from our technician, he apologized and explained that it was only a misunderstanding. She was upset on the phone and he thought that she had concluded the call. He really is a very gentle person and she could see that he was sincere and meant no disrespect. As for the printer we did not work on it at all but after examining it for free, we found it to be longer functional maybe due to age or wear and suggested a replacement.  It is possible that they suffered an electrical surge that affected the printer and port but that is only an assumption. 
When they left Saturday they seemed much more at ease and content with our reassurance to stand by our work and do our best to make amends.
 
[redacted]
General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:  I will only accept the hub and printer at no additional cost to me, otherwise, I would prefer a refund of my $125 which should be possible with a "30 day guarantee."
Regards,
[redacted]

Review: We have frequented this business in the past and when my computer developed issues we decided to go to this business again. Little did we know that my computer and printer would never be together again! We received our so-called repaired computer back in the time promised, only to discover that one of the USB ports (for the mouse) no longer worked and the printer would not correlate with the computer despite the fact that the printer and computer were best friends prior to the work done at PC Paramedix. Back to the business location again with the printer and computer in tow. The computer was promised to be looked at and repaired within one day. The hours on Saturday at PC Paramedix begin at 1 p.m. We called to check on the computer around 2:30 p.m. only to learn that no one had even begun to work on the much needed computer. My husband said that he would just come down and pick everything up. I called the store back and the person I spoke to indicated that I would have to speak to the manager, [redacted], on Monday a.m. I indicated that I would either take a $125 refund for services not provided or small claims court. The gentleman hung up on me despite me being courteous (overly). We went to get the computer and printer only to discover at 3:00 p.m. that [redacted] WAS at the store. The gentleman who had supposedly hung up on me was also there and when [redacted] confronted him in front of me and my husband, the store clerk defended himself and the quote from the manager, [redacted], was that this man always handled himself and issues very courteously. Sure! My almost new [redacted] printer was no longer working, "must have been a surge," and the computer mouse no longer had a USB port. The only thing offered was "you can bring it in anytime to recheck it for free," to which I thought to myself, "not on your life." The only thing [redacted] kept telling us was that he had some nice [redacted] color printers for $50 if we were interested or a USB hub to add onto the computer for $7. No refund of any kind.Desired Settlement: I would like a complete refund of our $125 for the services we did not get. My computer and printer both worked fine before we took it to PC Paramedix in Granite Falls, NC. Now I have no USB port for my mouse and no printer. The phone treatment by the store clerk was also in need of an apology to me, not a pat on the back of the store clerk by the store manager. This store also wanted me to write a glowing report of them on [redacted]; I don't think so!

Business

Response:

[redacted] and [redacted] came in to see me on Saturday July 12 and were upset. After listening to them very carefully, I reassured them that we would do whatever it takes to resolve the situation. We explained to them that we only worked on the software for their computer, but we believe the problem with one of their USB ports not working is do to an overheating issue for which the manufacturer has issued a recall. We offered a solution which we feel will work and they seemed satisfied. As for the poor customer service from our technician, he apologized and explained that it was only a misunderstanding. She was upset on the phone and he thought that she had concluded the call. He really is a very gentle person and she could see that he was sincere and meant no disrespect. As for the printer we did not work on it at all but after examining it for free, we found it to be longer functional maybe due to age or wear and suggested a replacement. It is possible that they suffered an electrical surge that affected the printer and port but that is only an assumption.

When they left Saturday they seemed much more at ease and content with our reassurance to stand by our work and do our best to make amends.

General Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: My computer was worked on twice by the company in question and at no time during the first service situation was a "recall" mentioned. The "recall" wasn't brought up until the service company had no other idea on how to fix my computer, so "recall" is an easy out in my opinion. As for the gentleman in question and the phone communication, I was not upset, but very kind and courteous. [redacted], the manager, called the tech over while we were in his store and explained what a wonderful employee he is and how gentle he is. What else would he say in front of a customer? [redacted] should have spoken to his employee in private and not in front of us. I have worked retail for YEARS for LARGE companies, and this was handled poorly, in my opinion. As for my printer, it was NOT old, it was less than 8 months old and worked just fine before my computer was serviced. The computer and printer were joined at the hip and now I have no printer.

This service center did NOT offer a refund or a replacement printer. The only thing [redacted] was interested in was telling us how he had printers for sale for $50 and a hub port attachment for $7. In my opinion, he was only interested in getting us to purchase more from his store, something I will NEVER do!!! As for the "free" exam of my printer, the computer and printer were joined and why should it not be included for the $125 fee? It worked prior to arriving at the computer store! The printer is only used by ME, no one else and I am not stupid!!

Regards,

Business

Response:

[redacted],

Again we are very sorry that we did not handle the matter the way you wanted it to be. In summary, we only worked on the computers software (operating system), because it was full of Virus and had other problems, which we resolved professionally, completely and in full with a 30 day guarantee. The issues you are having are from a single faulty usb port (hardware) which we did not work on at all. The printer did not function at all on any computer and was not included in the services we provided. I realize that they may have worked before but your computer was full of virus and has an overheating issue that may contributed to their failure. None of which were related to the worked performed. However we are more than happy to offer you a USB Hub to resolve the first issue and a new and better printer to resolve the second issue. I hope this meets to your satisfaction.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I will only accept the hub and printer at no additional cost to me, otherwise, I would prefer a refund of my $125 which should be possible with a "30 day guarantee."

Regards,