Hairaphernalia

Complaint: [redacted] I am rejecting this response because:most of the facts stated in Ace Computer Service's reply to my complaint are simply untrueI was taken for $391.69, and my desktop computer is still not fixedIt is doing the very same thing it was before Ace 'repaired' it (I have ordered copies of my checks written to Ace to prove they took me $391.69-NOT the amount they quotedDue to the holidays, it will take some time before I ca n get them mailed to me.)It is impossible that my pc could be 'coated with nicotine'The girl who runs errands for me (I am and disabled) has on occasionally lit up a cigarette in my apt.I asked her not to, because the Senior home where I live does not like its residents to smoke, nor do most of the residentsThe girl had recently been in and lit up a cigarette which I told her to put outThe smell of smoke surely was apparent, and Ace seized on this to claim that my computer and the 'button' was 'coated with sticky nicotine' That is quite impossible considering the circumstances I have just related.After Ace picked up my pcs, they called and said the desktop needed a new power unit, station or whateverThey said they could put in one for something under $or one for $They insisted the more expensive one would be the better choice as the cheaper one 'might not hold up' (naturally)I reluctantly gave the ok, as my resources are very very limitedThey returned both my laptop and desktop, and within a day, the desktop was doing the very same thing; a sing would appear mid-screen stating 'monitor going to sleep' and cut off.y the way, I have a neighbor gentleman who stated that the laptop had merely gone off WiFi (nothing corrupted) but he did not know how to get it back on lineHe also warned me to be careful about who I chose for my PC repairs, that many would take advantage of an elderly woman alone who knew nothing about computers.I did ask the person Ace sent out a few routine questions about what was the best computer to buy, why the ink dried up on my printer, etc- but I certainly did not detain him beyond his 'one hour limit'I asked these questions while he 'assessed' my pc and while I was in the process of writing out many checks to AceIt is good business relations to answer questions a customer has, and most reputable companies are happy to do so.(when you receive my check copies, you will ascertain that the 'tech' charged me the full $(not $as Ace claimed)You must wait for the copies of the checks I wrote out to Ace-not in the amount of $but IN THE AMOUNT OF$391.69!!The 'tech' also did not check for any loose wires or anything else, although there was a notice that came up on the desktop screen that said 'check cable'He took the desktop PC and took off.The Ace owner was rude and disrespectful when I had to call himI told him I had to live on a very small social Security check and by the time I pay rent and utilities, I have almost nothing left to live onI have to hire someone to take the pc in to the shop ($per hour) It would cost me $to hire someone to pick it up and take it to the shop and bring it backAnd how is an year disabled lady who knows nothing about computers supposed to hook it up to all those wires and make it work once it is brought back? I think the very least Ace could do after taking me for almost $and not fixing the problem is pick up the desktop, try putting in a new 'button', (I will pay for the button [its price has mysterious gone up from about or dollars to $15.00!!)I feel this is ALL I should payThese are my terms'.The simple fact is; Ace took advantage of an year old disabled woman who knows nothing of computers I do hope my $gave [redacted] a nice Christmas I had noneAll I had to eat on Christmas day was a bowl of oatmeal [redacted]

Attached to this response is our company policies that can be found on the back of each service orderAccording to our policies, that apply to any person or business regardless of age or disability, we bill for the time we spend troubleshooting or working on a computer regardless of the outcome We do repair most problems on the first attempt, but all situations are different, and some problems may require more time, or additonal parts As I have stated previously, we knew the power switch that turns the computer on and off was sticking which causes the comptuer to randomly turn offSince *** *** needed the computer back as soon as possible, we attempted to clean the switch, which resolved the problem for a few weeks, but it is obvious now that replacing the power switch is requred to resolve this issue permanently We have already offered to replace the dirty/sticky switch in our repair shop for just the cost of the part which was $15, even though we typically would charge an additional $in labor for this additional serviceWe still stand by this offer, however, considering the nature of the complaint and accusations being laid against us, we no longer feel comfortable providing any on-site service Any further service will be performed in our repair facility at Everhart Rd *** *** can arrange with the person she has run errands for her to pickup and drop off the computer at our facility. Sincerely, *** ***Ace Computer Service

On 11/11/technician *** *** was dispatched to *** *** residence to diagnose a desktop that would shut off when turned on. Upon arrival we were notified that there was also a laptop that was not booting. *** performed basic on-site diagnostics on both the desktop and
laptop. On the desktop it appeared that there might be several hardware issues that needed to be diagnosed at out repair center. The laptop was producing a blue screen error that usually indicated failing hard drive or corruption of the Windows operating system. He picked up both computers and brought them to our shop. While we were there we answered questions on repairing these computers vs. buying new ones, and also consultation about tabletsThe fee for on-site service is $80.00/hr with a hr minimumAt our repair shop we found that the laptop needed to have windows reinstalled. *** *** approved, and as far as we know everything is ok on that computerThe cost to repair the laptop was $140.00On the desktop we performed a thorough cleaning on the computer as it was completely coated with a sticky cigarette/nicotine residueThe power supply was failing and was especially dirty as it has a fan that draws air through it to cool the component and the fan was not spinning at full speed anymore causing the component to overheatThere was also swollen capacitors inside the power supply from overheatingThe power switch was also sticky from the cigarette tars and resins and would sometimes get stuck. We replaced the power supply and cleaned the power switch and at that point it began to turn on and work okThe power switch was a special order part and would have taken several days to arrive. We told *** *** that cleaning it seemed to resolve the problem with the switch but if the problem persisted we would have to replace that switch tooWe monitored the computer overnight without any problems*** *** needed the computer back right away so waiting for the switch was not an option at that timeWe setup the drop off for both computers the next day on 11/12/The cost for the repair was $for the power supply and $in labor(Total $131.52)On 11/12/We dropped off both computers to *** *** at her residenceWe reconnected the computers to all the peripherals and internet service and tested each one. Both computers were functioning normally at that timeWe again reiterated that we may have to replace the switch if the problem returned. When testing the printer we found that the ink levels were low, and we answered additional basic computer use questions. Although normally we have a hour minimum, and the fee should have been $80.00, our technician *** only charged her for the actual time he was thereThe drop off service call was only $40.00Several weeks later *** *** called us reporting the problem had returnedI had the technician *** go to her house and upon arrival the computer was working ok. He told her again that we knew that this might happen, and if this intermittent issue did not go away we would need to get the computer back into the shop to do the switch replacementAgain she did not want to be without the computer so she declined having it brought back to the shop to replace the switch at that timeA week later she called again with the same issue. I asked her to bring the computer to our shop, where we would replace the switch for just the cost of the part, which was $15.00. She agreed and said she was going bring it to us the following Monday. Later the next week when I realized she did not bring the computer, I called her to follow up, and she told me that it started working again. Another week went by and she called again to report the problem had returned, and again I told her it needed to come to the shop to have that sticky switch replaced. I again reiterated it was only cost $for the part, and would only take a few minutes to replace but it would take several days to get the part. While on the phone she said it started working again and that she would bring it in if the problem returned. That was the last I have heard from her until this complaintMy offer still stands. We can replace the power switch, it will cost $for the part. We will not charge any labor if she brings the computer to us. If we must go to her house to pickup, and subsequently drop off and reconnect the computer. We would charge $for the pickup, and $for the drop off, as is our policyOur policies are listed on the back of our service orderWe did not replace the switch so there is no warranty on that part.Sincerely, *** ***Ace Computer Service

Complaint: [redacted]
I am rejecting this response because:most of the facts stated in Ace Computer Service's reply to my complaint are simply untrue. I was taken for $391.69, and my desktop computer is still not fixed. It is doing the very same thing it was before Ace 'repaired' it.  (I have ordered copies of my checks written to Ace to prove they took me $391.69-NOT the amount they quoted. Due to the holidays, it will take some time before I ca n get them mailed to me.)It is impossible that my pc could be 'coated with nicotine'. The girl who runs errands for me (I am 80 and disabled) has on occasionally lit up a cigarette in my apt.I asked her not to, because the Senior home where I live does not like its residents to smoke, nor do most of the residents. The girl had recently been in and lit up a cigarette which I told her to put out. The smell of smoke surely was apparent, and Ace seized on this to claim that my computer and the 'button' was 'coated with sticky nicotine'.  That is  quite impossible considering the circumstances I have just related.After Ace picked up my pcs, they called and said the desktop needed a new power unit, station or whatever. They said they could put in one for something under $50.00 or one for $140.00. They insisted the more expensive one would be the better choice as the cheaper one 'might not hold up' (naturally). I reluctantly gave the ok, as my resources are very very limited. They returned both my laptop and desktop, and within a day, the desktop was doing the very same thing; a sing would appear mid-screen stating 'monitor going to sleep' and cut off.y the way, I have a neighbor gentleman who stated that the laptop had merely gone off WiFi  (nothing corrupted) but he did not know how to get it back on line. He also warned me to be careful about who I chose for my PC repairs, that many would take advantage of an elderly woman alone who knew nothing about computers.I did ask the person Ace sent out a few routine questions about what was the best computer to buy, why the ink dried up on my printer, etc- but I certainly did not detain him beyond his 'one hour limit'. I asked these questions while he 'assessed' my pc and while I was in the process of writing out many checks to Ace. It is good business relations to answer questions a customer has, and most reputable companies are happy to do so.(when you receive my check copies, you will ascertain that the 'tech' charged me the full $80.00 (not $40.00 as Ace claimed)You must wait for the copies of the checks I wrote out to Ace-not in the amount of  $211.52 but IN THE AMOUNT OF$391.69!!The 'tech' also did not check for any loose wires or anything else, although there was a notice that came up on the desktop screen that said 'check cable'. He took the desktop PC and took off.The Ace owner was rude and disrespectful when I had to call him. I told him I had to live on a very small social Security check and by the time I pay rent and utilities, I have almost nothing left to live on. I have to hire someone to take the pc in to the shop ($10.00 per hour) It would cost me $20.00 to hire someone to pick it up and take it to the shop and bring it back. And how is an 80 year disabled lady who knows nothing about computers supposed to hook it up to all those wires and make it work once it is brought back?  I think the very least Ace could do after taking me for almost $400.00 and not fixing the problem is pick up the desktop, try putting in a new 'button', (I will pay for the button [its price has mysterious gone up from about 8 or 9 dollars to $15.00!!)I feel this is ALL I should pay. These are my terms'.The simple fact is; Ace took advantage of an 80 year old disabled woman who knows nothing of computers.  I do hope my $400.00 gave [redacted] a nice Christmas.  I had none. All I had to eat on Christmas day was a bowl of oatmeal.   [redacted]