Computer Dr.

To whom it may concern; We are sorry Ms [redacted] is unhappy with the services that were rendered on 3/17/ The customer brought the computer into the office because it wasn't operating correctly (slow)In an effort to clean up the computer, we had to remove viruses and reset [redacted] which stores website settings When the customer called with dissatisfaction we explained what we had done (see attached invoice) and requested the customer to return the computer so we could take a look at itThe customer told us it was too late as she had already taken the computer somewhere elseWe were not even given the courtesy to "make things right" in the customers eyes The services that were rendered were to remove viruses, make the computer run smoother and fix [redacted] and that is what the customer was charged forSince these services were rendered and the customer would not give us the opportunity to rectify the situation we cannot refund the requested amount Since we've strived to make every customer happy and I would personally offer the customer a complimentary computer tuin an effort to regain her confidence in the Computer Dr Sincerely, [redacted] President - Computer DrLLC

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for your update & I appreciate your attention to this; however, I am sorry, but I do
NOT accept Computer Dr'sresponse, because it is incorrect
Please see the "list" copy (B) that I left with this firm when I brought my laptop in for repair
First, I told the man that this was the 2nd time in five months that I had had to bring it in & to
please call me after repair regarding some preventive measures(I was only called that it was
ready)
Secondly, I first called back on Mar20--the day after I got it back & first connected it--&
told them the websites were exactly the same as when I left it for repairThis would be the
way to handle an unsatisfactory service; BUT, the man on the phone ONLY brought
up that it must be MY internet connection (provider)When I replied that my e-mail was
working fine, he again repeated his ONLY "solution"--that he would hook it up there & we
could see IF that was the problemHe offered very little response & absolutely NO reassurance--
more passing the buck that it must be a problem on my end! (This is NOT what THEY
said in their reply--& I can prove some of it; I did NOT say that I had already taken it elsewhere
IN THAT CALL! I took it elsewhere on the 21st AND they corrected the internet problem!
I could not have told ** Drthat until I picked it up from the "new''repairer--which was
the 25th! I only told them afterwards, in my written complaint)(See my letter copy (A) to
them, after my initial return call)
He offered NO reassurance that it would be corrected or that there would be no additional
charge; therefore, I didn't see them as a solutionFurther, I did not ask for a full refund though
I really thought I deserved--because, yes, they did list a number of things they did;
however, as the internet was one of the main concerns & it was not fixed,I felt one-half refund
would be fairI do not care to do business with a firm that does not show genuine concern
when a customer is dissatisfied, and particularly one who did not get their facts straight!
Sincerely,
*** ***

To whom it may concern;
 
We are sorry Ms. [redacted] is unhappy with the  services that were rendered on 3/17/14. 
 
The customer brought the computer into the office because it wasn't operating correctly (slow). In an effort to clean up the computer, we had to remove 7 viruses...

and reset [redacted] which stores website settings.
 
When the customer called with dissatisfaction we explained what we had done (see attached invoice) and requested the customer to return the computer so we could take a look at it. The customer told us it was too late as she had already taken the computer somewhere else. We were not even given the courtesy to "make things right" in the customers eyes.
 
The services that were rendered were to remove viruses, make the computer run smoother and fix [redacted] and that is what the customer was charged for. Since these services were rendered and the customer would not give us the opportunity to rectify the situation we cannot refund the requested amount.
 
Since 1999 we've strived to make every customer happy and I would personally offer the customer a complimentary computer tune-up in an effort to regain her confidence in the Computer Dr.
 
Sincerely,
[redacted]
President - Computer Dr. LLC

Review: I left my laptop (Dell) there on above date, together w/list of problems I was having--primarily

on [redacted]. Early the next week, you called to tell me it was ready, but as the weather was

questionable, I didn't pick it up until 3/19. As I had other errands to run after that, it was late

before I got home & did not hook it up till the following day.

That next morning, I again went into several of my regular [redacted] sites & found they were

still "scrambled" as when I left it for repair! I then called you up to report this & you stated it

must be "my [redacted] connection"; I told you the E-mail portion was working fine, but your

only response was to bring it in to "connect to another provider--and we'd know whether that

was it". WRONG!

As a result, I took it elsewhere where they DID repair it AND charged much less than you! If

your (correct) reply would have been: " Really? Well, I don't know why, but bring it back,

I'll certainly get it right, AND you will not own me anything additionally", then, I would have

brought it back. "Passing the buck" without genuine concern was not the proper response.

I am very disappointed at your lack of responsibility & concern, not to mention that I paid a

good $120...for nothing! If you are concerned about your reputation, I would think you

would certainly return at least half of the charges. I leave it up to you.

Cordially

[redacted]Desired Settlement: refund

Business

Response:

To whom it may concern;

We are sorry Ms. [redacted] is unhappy with the services that were rendered on 3/17/14.

The customer brought the computer into the office because it wasn't operating correctly (slow). In an effort to clean up the computer, we had to remove 7 viruses and reset [redacted] which stores website settings.

When the customer called with dissatisfaction we explained what we had done (see attached invoice) and requested the customer to return the computer so we could take a look at it. The customer told us it was too late as she had already taken the computer somewhere else. We were not even given the courtesy to "make things right" in the customers eyes.

The services that were rendered were to remove viruses, make the computer run smoother and fix [redacted] and that is what the customer was charged for. Since these services were rendered and the customer would not give us the opportunity to rectify the situation we cannot refund the requested amount.

Since 1999 we've strived to make every customer happy and I would personally offer the customer a complimentary computer tune-up in an effort to regain her confidence in the Computer Dr.

Sincerely,

President - Computer Dr. LLC

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Thank you for your update & I appreciate your attention to this; however, I am sorry, but I do

NOT accept Computer Dr's. response, because it is incorrect.

Please see the "list" copy (B) that I left with this firm when I brought my laptop in for repair.

First, I told the man that this was the 2nd time in five months that I had had to bring it in & to

please call me after repair regarding some preventive measures. (I was only called that it was

ready).

Secondly, I first called back on Mar. 20--the day after I got it back & first connected it--&

told them the websites were exactly the same as when I left it for repair. This would be the

normal way to handle an unsatisfactory service; BUT, the man on the phone ONLY brought

up that it must be MY internet connection (provider). When I replied that my e-mail was

working fine, he again repeated his ONLY "solution"--that he would hook it up there & we

could see IF that was the problem. He offered very little response & absolutely NO reassurance--

more passing the buck that it must be a problem on my end! (This is NOT what THEY

said in their reply--& I can prove some of it; I did NOT say that I had already taken it elsewhere

IN THAT CALL! I took it elsewhere on the 21st AND they corrected the internet problem!

I could not have told ** Dr. that until I picked it up from the "new''repairer--which was

the 25th! I only told them afterwards, in my written complaint). (See my letter copy (A) to

them, after my initial return call).

He offered NO reassurance that it would be corrected or that there would be no additional

charge; therefore, I didn't see them as a solution. Further, I did not ask for a full refund though

I really thought I deserved--because, yes, they did list a number of things they did;

however, as the internet was one of the main concerns & it was not fixed,I felt one-half refund

would be fair. I do not care to do business with a firm that does not show genuine concern

when a customer is dissatisfied, and particularly one who did not get their facts straight!

Sincerely,