Lynchburg Computer Systems, Inc.

Review: Company representative was asked to diagnose a damaged cellular phone. The phone had been water damaged and we were informed that of the several solutions to the problem, one might be to replace the screen. We asked them to let us know what their diagnosis was before proceeding. They called and told us they had tried everything, including a new screen and that nothing had worked. We said that we appreciated their efforts and that we would pick up the phone the next day. Upon arrival, the new screen was still on the phone and they had charged us for it, but the phone still did not work. We asked them why we were charged for a new screen and their response was that once a screen had been placed on the phone they had to charge us for it. This is not only an unethical business practice but a breach of the verbal contract we had with the company. They refused to remove the charge. We have no issue paying the labor they put in for the diagnosis, but to charge for a new screen on a phone that does not work is unacceptable.Desired Settlement: We simply desire to have the old screen placed back on the phone, and to be refunded for the new screen which we do not want (and which still has the plastic covering around it).

Business

Response:

On December 10th, 2013:

A work order was created, per customer ( iPhone 4s white AT&T)

“Phone was completely submerged in water, everything seems to be functioning fine except screen, please look at replacing”.

Signed by the customer at the bottom of the work order ([redacted]) on 12/10. Please see attached scanned copy

On December 13th 2013:

[redacted] came to pick up the phone. She was unhappy there was a charge for the new screen.

We have since (December 23rd) not only refunded the cost of the new screen and did not remove the screen but they were also refunded the entire cost of all labor fees. $ 77.36 – scanned copy also attached of refund.

To keep everyone happy, I refunded the complete amount, the customer has her phone back with the new screen and when [redacted] and her husband picked up the refund they also said they would notify the Revdex.com that the issue had been resolved and they were satisfied with the full refund even though they only requested the $ 35. screen fee back.

Please let me know what else you require or how I can answer any more questions on the behalf of Lynchburg Computers. Thank you in advance.

Best,

Accountant LCS

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. They offered us a full refund which we gladly accepted. We appreciated the professionalism of their accountant, who dealt with our complaint. We believe our poor experience was the result of one employee and does not reflect the quality of the business as a whole.

Regards,

I just posted a bad review based on my initial contact with this company but in going back in to pick up my computer, I was treated very well . One of the long time employees and the technician were able to repair the laptop while I waited. Though the customer service was unsatisfactory at the beginning of my experience, It proved to be excellent in the end.