The Computer Guys

Review: While studying at Columbia University in New York City, my computer contracted a virus on an unsecured network there on campus. Upon my return to Modesto, I brought my computer into The Computer Guys to have the problem fixed. They gave me two options: 1. Try to retrieve certain data on my computer as a backup, which I declined since I save everything on a flash drive.2. Restore my computer to its "original settings" which would cost me $100. My original settings included Microsoft Office. I explained that I used a special Gradebook program, and he explained that this would not be able to be retrieved, but all the other software would. I agreed, understanding I would only lose my Gradebook software.When I returned, the computer had been cleared and loaded with free Open Office software, which is NOT what was promised. This is not the same, and does not offer the same features as Microsoft Office. This was never made clear to me, and had I known, I would have used the $100 towards a new computer or Surface tablet.I asked for someone to call me, and they chose not to do so, apparently hoping I will go away. Ignoring customers concerns and requests for assistance are not good business practices.Desired Settlement: I would like the $100 refunded. This is not the agreement to which I agreed.

Business

Response:

Hello After speaking to the customer wednesday and discussing the issues at hand it has seemed as more of a miscommunication. After Speaking with Mr.[redacted] I have explained our apology to not meet the high standards we hold for all of our customer, which we strive for. Mr.[redacted] since the repair has purchased a version of Microsoft Office and we have came to a mutual agreement that Mr.[redacted] now has a credit in the amount of $50.00 dollars added to his account. We hope this miscommunication has not Imprinted our strive for customer service to Mr.[redacted] and hope to see and help solve any computer issues he faces in the near future. Thank You [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is somewhat satisfactory to me. I had proposed a split in cost between the two of us for the purchase of the new software (the new software was $40 - educator discount), but this was rejected, and his current proposal was submitted. This will do for now.