Industry Salon

First of all, we are very sorry about this customers experience The incident this customer is referencing with another customer was a once in the companies history isolated incident, The customer he mentions had been physically threatening the manager A police report was filed against
the customer and a no-trespass order issued by the police It turned out that the customer was known to the local police department The manager in question is being required to take customer service classes, to insure, that no matter the background of the situation, it never happens again. Regarding this customers computerThe problem with the computer is a bad power supply (as we understand it, he purchased it used/not working) We ordered the power supply a total of times, and each time, got in one that was defective As a result, we no longer accept power supply replacements for this model year iMacWe are willing to offer two solutions to this customers concerns We have a fully working iMac that we are willing to give him at no extra cost (We would need 2-days to finish refurbishing it, and with this option we would like to keep the non-working computer for parts)orWe will issue a refund for $139, and reimburse him $for travel ($total) Because we have switched credit card systems, we would need his address to mail him a refund check.Both of these offers are contingent on the customers issue being handled through the Revdex.com, and the customer agreeing not to pursue any other claims once this is resolved.We are a little unclear as to if the customer wants the non-working computer returned, as when we agreed to issue a refund early last week, he told one of our customer service reps he did not want the computer back since it did not work Their are some screws for this computer that were lost, and we have ordered replacementsThe screws where misplaced when we had to move all customer devices to higher ground The replacement screws should be in by the end of the week We tried to have them overnighted, but could not find a vendor to do so. We are once again very sorry about this customers poor experience We recently did have to take over a franchised store where the owner went out of business on days notice, so that did cause a turbulent couple of months for our company That store has been fully restaffed, and those problems are behind us now We value our customers above all else, and I personally feel horrible that we let this customer down. Please respond to me directly on this customers issue, *** ***, ***@irepairsavannah.comJust let me know how the customer wishes to proceed and we will make it happen

Re : Case IS *** - *** ***Ms*** did not bring her phone in at the time, and simply described her problems to our customer service rep The information she provided lead to the diagnosis of a problem with the LCD screens menu button sensors. This requires the
replacement of the entire LCD assembly. We promptly ordered Ms*** part, and had the part in within the quoted time-frame (5-business days). Sadly, Ms*** provided us with the wrong color of her screen at the time of her order We are unable to return incorrect orders to our vendors, and we have to enforce this same policy with our customers when we are provided incorrect information by the customer. We offered to use the different color screen (Ms*** phone was gold, however she indicated it was black), and to replace the back glass free of charge so that it would match. Ms*** declined this offer and demanded we either re-order the screen in gold or issue a refund.Our special order policy is made very clear to customers at the time of order both verbally, on the service order the customer signs, and on a sign on our front counter. Special orders can not be cancelled, changed or refunded after being placed Our vendors enforce the same policy on usIf we make an error on an order, we of course pay to correct it at no charge to the customer. I have personally seen the issue with Ms*** phone as she came in after placing the order, and can confirm that she does need a full LCD replacements to correct the issue with her menu buttons. We can install the full LCD that we ordered for her in about two hours, and would still be happy to do so for her. Because of our vendors policies and in fairness to our other customers, we can not offer a refund or to re-order the other color free of charge. We are still willing to replace the back glass free of charge to make the phones front and back match as a gesture of good will -- Best regards,
*** ** ***President & Chief Engineer

Complaint: [redacted]
I am rejecting this response because:
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. Performance-wise the 2010 and 2011 iMac are very different and there is software I need on the 2011 iMac already I will accept the check as a refund for service and travel. I'd like to note it was never said I did not want the computer back, just that I was more concerned with getting the refund. The fact that it has taken 3 weeks from the time I was told the computer could not be fixed to assemble the computer AND issue a refund is why we are here. If I can come pick a check up or have it mailed to me in a timely fashion, I don't mind allowing time for the computer to be put back in the state I bought it in, if for some reason your location is unable to return the computer in the state I bought it in I would like an other shop to finish the assembly job at the your business expense. I have personally repaired computers in the past and do not believe an assembly job like this should take more than 2 weeks for a business so that is the time I am willing to wait for the reassembled computer (Friday June, 9th).Please mail the check to [redacted] at [redacted] or contact me at ###-###-#### if I can pick it up in store. Please respond quickly so that I can drop the charge dispute with my bank.    
Regards,
[redacted]