The Computer Doctor

Complaint: [redacted] I am rejecting this response because: I was never informed of this business leaving and relocating to another locationThe phone calls that were placed to me were to discuss the repairs of my phoneThe third and final phone call that was placed was to tell me my phone was ready for pick upI went to the location a week and a half later and the business was goneI sent [redacted] messages on multiple occasions after that and only would receive an automated reply stating the business was currently closedI only received a response in November when I stated I would take other measures at which time I filed a complaint with Revdex.comAfter this I’ve asked the business multiple times if my phone has been foundI finally received a statement that it would cost $to fix and I informed the business I had already paidTheir response was the message was from someone elseI have yet to be given a physical location of the business other than being told it’s in Benton, IL and the address on their [redacted] page still reads dugout street in marion, IL (the old location)The price of $is the retail price of the phone I want my phone back or to be compensated for it I will not accept that “the customer can have the device when it’s found” as that is an unprofessional response and from experience with dealing with this business they will most likely never find it Sincerely, [redacted] (***)

The iPhone Plus in question was brought to my shop in the early months of The customer brought in the phone with a known Apple issue called touch IC disease After investigating it more I informed her of a small work around that I would try, but not guarantee would be successful She stated she needed it to just function long enough so she could trade it in on a new phone or possibly keep it So we repaired the touch IC chip with a new one, but it didn't fix the issue So she brought it back to see if there was anything I could do to possibly get it working After careful examination I noticed the phone would work if you did a certain key combo and it would work for a long time Told her this is the best I could do, but I also stated to not update the phone Her son then went ahead and updated the phone which caused new firmware to eliminate the work around that I applied to the phone The customer was disappointed that the work around didn't last, but was understanding and stated she would be in one day after work to pick up the phone Months past and she never came into to pickup her device The disputed amount of $is not applicable as we did not sell this customer a phone We provided a service and if legally bound by state law, and service agreement signed, would only be responsible for the cost of the repair performed.We have since moved locations Prior to moving, three weeks prior, we sent out emails and made phone calls/texts to all customers who had devices letting them know they needed to come and pick up their devices We also updated our website, [redacted] account, [redacted] listing, *** listing, etc Our store kept the same phone number so that would have not been an issue to get a hold of us minus the three weeks we were down for construction between moves However, we were never more than a phone call away We never received a phone call and as per our service agreement it is the customers responsibility to make arrangements to pickup their devices within days of the repair After days the device becomes the property of The Computer Doctor as storage space is limited.However, it is not our intention to throw this policy at every complaint We have no desire to keep the non-functioning device for any reason The device, at the time of move, was well over the day mark and was placed into a box located somewhere in our storage facility The customer has just recently, not multiple times (within the past days), tried to recover her device We have been looking in boxes as we can get to them, but it is a time consuming endeavor which is going to take time We apologize and understand other people have lives, jobs, etc However, in all honesty there was plenty of time for the customer to make arrangements to pickup the device.When we find the device the customer is more than welcome to have it as we have no use for it However, the customer has made comments in our communication via chat on [redacted] that she will be seeking other measures to resolve this If this is the stance of the customer we must direct her to her terms of service agreement that she signed and forward any future contacts to our attorney A copy of all messages via [redacted] can be supplied on request A copy of the terms of service and agreement have been attached to this as well.CONCLUSION:It is our understanding based on the terms of service she signed, the attempts to contact her prior to moving, phone records proving we contacted here, notes showing we contacted her, phone records not showing her trying to contact us, and the misleading statement about our address being unknown and that she tried to contact us multiple times that her claim to be without merit Again, we will be happy to turn over the phone once it is located as it should be in a storage box However, said customer would be in breach of the service agreement and we would be doing this strictly on a customer service level UPDATE: According to our phone records we placed three phone calls According to account notes customer answered the phone and stated she would be in as soon as she could to get the device None of which happened

Complaint: ***
I am rejecting this response because:info given from Computer Doctor is mostly a lie.very deceptive business practices,
Sincerely,
*** ***

Some of what the customer states above is true, but the part that is being left out is the service agreement and the fact that when the motherboard was ordered she was told it was coming from China and it may take quite some time.  On top of that we have posted in the shop a sign that states...

all special order items are not refundable. This also was stated in the service agreement that she signed, and was given, and was explained verbally as well.  It also states in the service agreement that labor and services are not refundable and any refunds are at the sole discretion of The Computer Doctor.The customer did contact me to find out the status and I told her that the motherboard had not come in yet.  She made a comment about not wanting to wait, but said she would wait none-the-less.  She waited until the time she stated above and I again informed her that the motherboard had not come in.  She then insisted that the laptop be put together immediately so she could send it back to the manufacturer and she wanted a full refund.  I informed her that I might be able to refund the labor, but we don't refund special order parts.  I told her if I can get a credit back on the motherboard then I would give her the money back, but I made no promises.  She then waited a week and called again to see if the laptop had been put back together.   Since she didn't want us to fix the laptop, and to avoid charging her anymore fees, we had not put the laptop back together as this is a service fee as well.  She was irate on the phone, cutting me off trying to explain, so I insisted that she come to the store and we would talk about it.  She never showed up during normal business hours Mon - Fri 10am to 6pm.   We have since moved locations to go mobile and expand our reach tot he community.  At this point we are willing to give her computer back to her and labor costs, but our policy still stands on parts ordered special.  It was not a mystery and all customers are informed verbally, by signage, and on the work order paperwork they sign.  Attached is the files with signature.

We simply do not agree with the events as the customer has portrayed them.  We did correct the issue on the phone in a temporary way and informed the customer to not update the phone and how to get it working.  The customer left and brought it back saying it doesn't work at all now.  The phone was updated which caused the touch IC chip to fail once again.  The original reason the customer brought the phone in was for a screen replacement.  We replaced the screen, twice, and it didn't fix the issue.  Upon consulting Apple it was noted that it was a touch IC chip issue and not the screen.  The original invoice she paid was for replacing the screen in which we did.  There were no subsequent charges for the IC chip replacement which was not guaranteed to fix the issue since the iPhone 6 Plus screens are notorious for this and at the time was not well known.Our address is listed plain and simple on our webpage, on [redacted], on our [redacted] listing, on our [redacted] listing, and other places as the correct address.  The customer was informed prior to moving and the conversations we had were that the phone still isn't responding and that she would just come and pick it up.  We are sorry she has a different version of the events, can't seem to locate our business with the following look ups available to all the public, and can't contact us using the same phone number we have had since 2009.  Per our service agreement it is the customers responsibility to arrange pickup in a timely manner.  At the time of our move the device was well over 30 days left abandoned.  Which by law and papers signed would make the phone the property of The Computer Doctor.  However, we have located what we think is her device and will need to get it charged and put back together to be sure.  However, the device still doesn't function since the instructions were not followed after giving the phone back to the customer.  We apologize that she brought a phone in for a new screen and we put one on it and it didn't fix the issue.  At the time it was not known that the IC chip caused the issues and therefore would not have been in the scope of diagnostics to detect.  99% of unresponsive screens are due to a bad digitizer LCD assembly.  Per customer request we put a new screen on the phone and as a courtesy tried to fix the IC chip issue after the fact.  We did create a workaround, but it was made mute by updating the phone.Once we assemble the phone we will contact the customer to inform her she can pickup the device if it is her phone.  Again, we can not guarantee that it is since even at the time when we moved the phone had been left for over 30 days sitting in the shop.  As per the service agreement anything left for that long of a period becomes the property of The Computer Doctor unless other arrangements have been made. Example of searches showing our correct address:[redacted]

Complaint: [redacted]
I am rejecting this response because: i was never informed of this business leaving and relocating to another location. The 3 phone calls that were placed to me were to discuss the repairs of my phone. The third and final phone call that was placed was to tell me my phone was ready for pick up. I went to the location a week and a half later and the business was gone. I sent [redacted] messages on multiple occasions after that and only would receive an automated reply stating the business was currently closed. I only received a response in November when I stated I would take other measures at which time I filed a complaint with Revdex.com. After this I’ve asked the business multiple times if my phone has been found. I finally received a statement that it would cost $105 to fix and I informed the business I had already paid. Their response was the message was from someone else. I have yet to be given a physical location of the business other than being told it’s in Benton, IL and the address on their [redacted] page still reads dugout street in marion, IL (the old location). The price of $699 is the retail price of the phone  I want my phone back or to be compensated for it  I will not accept that “the customer can have the device when it’s found” as that is an unprofessional response and from experience with dealing with this business they will most likely never find it  
Sincerely,
[redacted] ([redacted])

The iPhone 6 Plus in question was brought to my shop in the early months of 2017.  The customer brought in the phone with a known Apple issue called touch IC disease.  After investigating it more I informed her of a small work around that I would try, but not guarantee would be...

successful.  She stated she needed it to just function long enough so she could trade it in on a new phone or possibly keep it.  So we repaired the touch IC chip with a new one, but it didn't fix the issue.  So she brought it back to see if there was anything I could do to possibly get it working.  After careful examination I noticed the phone would work if you did a certain key combo and it would work for a long time.  Told her this is the best I could do, but I also stated to not update the phone.  Her son then went ahead and updated the phone which caused new firmware to eliminate the work around that I applied to the phone.  The customer was disappointed that the work around didn't last, but was understanding and stated she would be in one day after work to pick up the phone.  Months past and she never came into to pickup her device.  The disputed amount of $699.00 is not applicable as we did not sell this customer a phone.  We provided a service and if legally bound by state law, and service agreement signed, would only be responsible for the cost of the repair performed.We have since moved locations.  Prior to moving, three weeks prior, we sent out emails and made phone calls/texts to all customers who had devices letting them know they needed to come and pick up their devices.  We also updated our website, [redacted] account, [redacted] listing, [redacted] listing, etc.  Our store kept the same phone number so that would have not been an issue to get a hold of us minus the three weeks we were down for construction between moves.  However, we were never more than a phone call away.  We never received a phone call and as per our service agreement it is the customers responsibility to make arrangements to pickup their devices within 14 days of the repair.  After 30 days the device becomes the property of The Computer Doctor as storage space is limited.However, it is not our intention to throw this policy at every complaint.  We have no desire to keep the non-functioning device for any reason.  The device, at the time of move, was well over the 30 day mark and was placed into a box located somewhere in our storage facility.  The customer has just recently, not multiple times (within the past 30 days), tried to recover her device.  We have been looking in boxes as we can get to them, but it is a time consuming endeavor which is going to take time.  We apologize and understand other people have lives, jobs, etc.  However, in all honesty there was plenty of time for the customer to make arrangements to pickup the device.When we find the device the customer is more than welcome to have it as we have no use for it.  However, the customer has made comments in our communication via chat on [redacted] that she will be seeking other measures to resolve this.  If this is the stance of the customer we must direct her to her terms of service agreement that she signed and forward any future contacts to our attorney.  A copy of all messages via [redacted] can be supplied on request.  A copy of the terms of service and agreement have been attached to this as well.CONCLUSION:It is our understanding based on the terms of service she signed, the attempts to contact her prior to moving, phone records proving we contacted here, notes showing we contacted her, phone records not showing her trying to contact us, and the misleading statement about our address being unknown and that she tried to contact us multiple times that her claim to be without merit.  Again, we will be happy to turn over the phone once it is located as it should be in a storage box.  However, said customer would be in breach of the service agreement and we would be doing this strictly on a customer service level.   UPDATE:   According to our phone records we placed three phone calls.   According to account notes customer answered the phone and stated she would be in as soon as she could to get the device.  None of which happened.