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Old December 3rd, 2012, 11:58 AM   #1
Thunderstruck
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Default Do you think a refund is due... waddya thinkl?

Hello,


I just want to ask some opinions on this.

SHORT STORY

I take it in with a mouse/KB issue, am diagnosed it is a virus before I state anything else. Have it cleaned and scanned and still have issues.

DO you think I am entitled to a refund of the Bill which was for Virus clean to fix my issues?


LONG STORY

I have had my mouse and Keyboard, constantly disconnecting or being disconnected by Windows, Drivers, or something.

After no solutions were found I took it the PC shop I had build it,
(Though Brian, the guy who did it, does not seem to be employed there anymore.)

First thing out of tech's mouth is it is a virus. I was hesitant to think this, but he kept it up and convinced me.


Brought it home, hooked it up, and first thing it audible alerts, freezes and forces me to hard boot as it was before.

Tech says bring it back in and we will scan it again. If that does not work a windows re-install will be necessary. I tried to tell him I do not think it a virus.

I had it in there less than 6 months ago, TUne up and Virus clean.
Also, just days before I took it in, I switched to ESET NOD 32.
It found and removed 15Inf. 2 Virus. Adware,malware and 1 trojan I believe.

He says, because I uninstalled AVG it let loose all the Quarantined Files.
TBH - I do not think AVG had any Quarantined files.
ALso, I can get infections just from visiting websites,,, Duh...

Still adamant, and claiming he removed tons of virus's from my machine.

I called back, and describe things, and then the tech starts talking about Power supply.
I take it again,,, they send it back saying it is working...

It is not, bring it back home same thing.....

So, Re-install Windows, thinking it is bad,corrupted drivers or soemthing.

Well, after Reinstall of windows it kept doing it. making machine near useless.

Call tyech, back and he starts saying myt GFX card (GTX 570 )
may be burning out, anhd that they burn out all the time, gamers will go through 2 or 3 a year.

THis is poppycock! He is telling me that people spend $300-$600
2,3 times or more a year on replacing Gfx cards?

Hell , my P4 Dell that is 12 years old and still running C4d,AE,SV and 3d games
never needed a new Gfx caed or had it melt.

Well, Sunday , after trying something, I figured out, the mouse would cut out, and somehow also disable KB.

Short story, the Mouse itself was bad.

So, they did not check the mouse, Obviously. Try a new mouse, no,
They just screamed Virus, and Scan and Charge and tell me it was chok full
of infections to justify the Scan and Charge/fee.




I take it in with a mouse/KB issue, am diagnosed it is a virus before I state anything else. Have it cleaned and scanned and still have issues.

DO you think I am entitled to a refund of the Bill which was for Virus clean to fix my issues?





AM really miffed about this, after almost 4 weeks of this, I end up
with having to reinstall all onto comp, lost all trace links for all scenes,models,materials,textures, and all have to be redone and assigned
again. >>> means months and months of rebuilding all saves. if ever.
And am OUT Almost $350.00 for a repair that was only actually $ 12.99


Could use some input. Thanks and Regards,

Randal R.




Addendum. Just spoke with em, and am even more convinced I have been snookered.

Tech admitted they did not use my mouse, theirs, and had the same issue with their mouse and fixed it..?
That how do I know it was not a virus that was doing it before the clean?

Doing a reinstall of OS and still have issue is proof enuff to me.
Saying I was loaded with Virus's but has no list or documentation of removal?

Receipt says tune up included,,,, that usually entails airing out the dust, well, I cracked her open, and there was dust..??
Yeah, I been took. IMHO

PFFFT maybe I ought to contact angie's list and the Better Business Bureau cuz I dont like the stink of this....
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Last edited by Thunderstruck; December 3rd, 2012 at 01:30 PM..
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Old December 3rd, 2012, 02:19 PM   #2
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Default Re: Do you think a refund is due... waddya thinkl?

Yes, since they blew the diagnosis and performed unnecessary work, you should be refunded the money.

Getting it out of them will be another question entirely.

Look at any paperwork you got from them. Is there a policy for refunding? Did you sign anything OKing the work before it was done?

I would approach them - talk to a manager - not saying that you think you've been taken, just that you think you were charged for unnecessary work, and even perhaps work that wasn't performed; after all, you are relying on their expertise, and they kind of blew it.

Just between us, I think you're probably out the money. If they don't make it right, then go to Angie's List and the BBB.

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Old December 3rd, 2012, 03:34 PM   #3
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Default Re: Do you think a refund is due... waddya thinkl?

Refund is in order since they didn't take care of the problem like they should have!!!!!!!!!!!
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Old December 3rd, 2012, 03:41 PM   #4
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Default Re: Do you think a refund is due... waddya thinkl?

I could tell, from the way that you were describing the issue, that when the tech started jumping from it being a virus to the fx card to the power supply, that he (or she) probably didn't have a clue about what was going on.

It's a shame that lemon laws don't apply to computers.

I would take your bill back to the manager/owner and relate your story. I would make it very plain to him or her, in a very polite but, firm way that if there wasn't some acceptable resolution to this that you would do business elsewhere. "Twist the proverbial knife" a bit by naming the competition.

I'd be surprised if you didn't get back at least some refund.

Keep us posted.
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Old December 4th, 2012, 03:54 AM   #5
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Default Re: Do you think a refund is due... waddya thinkl?

My hubby is a computer tech and when I tell him something is acting goofy he looks into a possible causes first. I told him about what you went through with yours and he said you definately are entitled to a refund. I would also not recommend their repair shop to anyone you know.
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Old December 5th, 2012, 12:12 AM   #6
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Default Re: Do you think a refund is due... waddya thinkl?

Thank you to everyone....


So, I feel justified.


I tried to deal with them, and they refused. For I can almost also, prove,
that I had a clean machine to begin with.

Am seriously thinking of filing a small claim... prolly won 't..


Most Certainly will not take it back, Brian, inmho was honest,
Took it in bout 6 months ago, thinking it was infected, and he scanned it, checked it, found nothing wrong cept a BIOS setting correction.

$86.00

Well, will be on the look out for a new place...

Thanks all.



btw,

Tech posed that how do I know it was not a virus .... And I posed to him, Do you have documentation of your scan and Virus removal?

that got him ... he was no..........
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Old December 5th, 2012, 11:13 AM   #7
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Default Re: Do you think a refund is due... waddya thinkl?

Quote:
Originally Posted by Thunderstruck View Post
Thank you to everyone....


So, I feel justified.


I tried to deal with them, and they refused. For I can almost also, prove,
that I had a clean machine to begin with.

Am seriously thinking of filing a small claim... prolly won 't..


Most Certainly will not take it back, Brian, inmho was honest,
Took it in bout 6 months ago, thinking it was infected, and he scanned it, checked it, found nothing wrong cept a BIOS setting correction.

$86.00

Well, will be on the look out for a new place...

Thanks all.



btw,

Tech posed that how do I know it was not a virus .... And I posed to him, Do you have documentation of your scan and Virus removal?

that got him ... he was no..........

He probably flipped burgers before that gig.

I'd warn your friends about them. (In what part of Ohio did this happen? I have cousins who live outside Cleveland.)
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Old December 7th, 2012, 04:08 PM   #8
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Default Re: Do you think a refund is due... waddya thinkl?

My 2cents worth from a customer relations perpective...

Consider laying it all out in a letter, with your reasoning and evidence and sending it to the company priciple: the highest manager you can access, or a comsumer care address if they have one.
Be polite, make no threats and don't get emotional (get someone you trust to read the letter before you send it) Lay out the facts, refer to people and times of conversation/contacts. Quantify your loss/out of pocket situation and ask for a refund on the unecessary work. Importantly ask for a reply in writing.
Keep a copy and a note of when you sent it. add the copy to the file with any other notes you may have taken.

Tedious and a bit old fashioned? Maybe, but this is the sort of stuff small claims, consumer protection who ever, like to see as solid evidence you have tried to address the problem. Also whatever the company replies back to you they can be held to.

However, they may simply argue they were only faultfinding a difficult, unusual or obtuse fault and their actions were reasonable, if a bit long winded and not very effective.

You must have chosen them for a good reason in the first place. If you do get to speak with a senior manager reinforce you chose them bacause of (whatever.. price, range, combination of products) but you have been terribly disappointed by the service and now regret the choice you made, however the true test of a company is what they do to fix a problem when the problem is brought to their attention and if you can get a good outcome you might consider them again..

I've dealt with companies who have had bad front line staff, done a crap job, but management have been very grateful that I have bothered to tell them how it was. Of course others haven't cared a jot and I've never gone near them again :-) but its fair to give the benefit of the doubt until proven otherwise..

Good Luck
Lara
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