ComplaintsforRight Click Computer Sales and Service

• Initial Complaint

  15/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2020 my 2 year old computer needed the battery replaced, the battery is internal and needs to be sent to a PC place with proper tools to access the battery inside.My wife contacted Mr F**** as she knew his wife and asked if he was interested in doing this, which he agreed to do and took the computer. We got it back mid-December and when I plugged everything together, nothing worked. My wife took it back to him and he said it must be a defective battery he put in (I do not understand why he did not check to see if battery worked before giving it to us in the first place) and took the PC back. I got it back in February or March and it worked for a day or so and when I unplugged the AC from the laptop and went upstairs it held battery life for maybe 15 or 20 minutes and the screen went black. I went back and plugged PC into the AC again and nothing would charge nor could I get PC to work. My wife took PC back to Mr. F**** and we heard nothing until August or Sept that he could not do anything with PC to fix it and he said there "must have been an unknown problem" in the motherboard and the computer was for all purposes finished. Mr. F**** offered to refund the money we spent for his services and give me back the PC and see if someone else could maybe do something for me. I was provided a website by Mr. F**** where I could buy parts from scrapped computers and then find someone to put it in my PC. I asked him why he was not doing it and he said he had spent enough of his time on it and felt if he installed the used motherboard and then found out the screen did not work, it was just too much of a mess now for him to continue. I told him I was very unhappy and had him bring my laptop too me. Mr. F**** brought out PC but would not give it to my wife unless she took his cheque for refund of $220.00. She finally took cheque and he gave her PC. I sent an email to Mr. F**** stating I had no intention of cashing cheque. I can only say I had no issues with PC.

  Business response

  25/11/2021

  Hello

  I received correspondence on November 3, 2020 from the client about a battery replacement and a fix for the laptop that was separated at the hinge every time they opened the laptop.  They dropped it off and I inspected the unit.  It had a broken hinge assembly where all of the plastic mounts for the hinge were broken, causing the motherboard to lift up when the laptop was opened which caused the separation.  I sourced parts for replacement of both a battery and palm rest.  I quoted the job, with both an epoxy repair on the hinge with battery replacement and a total palm rest replacement with battery replacement.  The clients opted for the cheaper option and I did the work.  Again, parts were hard to get and shipping was longer than anticipated.  The laptop was returned on November 10, 2020 and the amount of $220 CAD was paid.  However shortly after receiving it they contacted me to say it was doing the same thing.  I took the laptop back from them on November 14th to find out why.  At this time I gave the client a laptop to use in the interim as I was not sure what was wrong with the laptop.  I replaced the battery with the same model from the same company whom shipped the original.  The work was done at no charge and the laptop was returned fully tested on December 18th, 2020.

  I was contacted again by the client on January 6, 2021 saying the behavior was back and if I could look at it again.  They did not want the loner laptop anymore as it didn't play the game that the client wanted to play effectively.  I took the laptop apart again and this time ordered a battery at my cost from another supplier.  The battery was replaced and returned on February 19th, 2021 fully tested.  There was no charge for this work.  The client contacted me again on March 07, 2021 saying the laptop would not even turn on anymore.  I suspected that the charger was damaging the laptop, however they said they tested the charger in another laptop that they had.  I asked them to bring it in with the laptop so I could test that as well.  I checked the power chord and it seemed to charge the test laptop, so the charger was not the problem.  I ordered a new DC Jack at my cost to see if the Jack was the problem.  Again supply issues and shipping were longer that anticipated and it arrived and was replaced on April 22, 2021.  It did not fix the problem and the laptop would still not boot.  I reached out to the client for permission to send the laptop away to a company called *********** in Mississauga which does all my motherboard repairs offsite.  Recieved no answer until May 04, 2021 regarding sending it away and asked what they were going to accomplish by sending it away as they didnt want to spend too much money on it.  I confirmed there would be no charge, for shipping or diagnosis.  They agreed and I setup a pickup order from *********** on June 01, 2021.  It was picked up on June 04, 2021, however due to policy there was a 7 day quarantine period.  *********** had staff off with Covid and had backlogs of work, the laptop was finally looked at on June 21, 2021.  They needed transistors and capacitors for that model of board which they were waiting on shipping of.  Was contacted on July 13, 2021 by *********** were they told me that the board was not repairable, but they would look into a board replacement.  They could not find a certified system board in any of their supply chain and asked if they could ship it back.  I paid the shipping fees and they send the laptop back to me which I recieved on August 15, 2021.

  I contacted suppliers to find a system board compatible and in new condition, but most sources led to no product availability.  I was contacted by the client on August 23, 2021 saying they would like to pick it up, even if it was in peices as they had found someone else to look at it.  I responded back on August 25, 2021 that it had been looked at by *********** at no charge to them and that they diagnosed it with a bad board.  I did manage to find a used replacement out of a company I have never used before in Hollywood Florida for around $200 USD.  I had reservations using a company I had never used before, as I was unsure of return policy or legitimacy.

  I was contacted by phone on September 14, 2021 by the client, up to this point all correspondence was with the clients wife.  This call was from **** himself where he told me that he was not impressed with the level of my service.  He mentioned several times about contacting the Better Business Bureau and posting bad reviews on ****** and my Website.  He then told me that he did not live in a big fancy house like I live in and that his house was not impressive.  He inferred he did not make the money that I made and that he was retired.  He then stated that I had insurance for things like this and asked me to put it through that so I was not out any money.  He asked me to sit on the laptop repair situation and do the right thing.  He said I could keep it for as long as I needed to to fix it or even replace it with a new one with the same specifications.  I told him I would think about it and make a decision.  That is where the conversation ended.

  After a few weeks of deliberation and taking into account our phone conversation and events preceding it.  I decided to return the sum of $220 CAD by cheque and drop off both the laptop and refund to his house.  He invited me in and told me he wasn't silicified with the resolution and that he refused to cash the cheque for the refund.  I advised him he should cash it as he was not happy with the service and it was his money.  I told him that I could send him the link for the System Board out of Florida and he could buy it himself with that money and just pay someone else to put it in for him.  He said he would take the laptop but not the cheque and that if he cashed it he would be admitting that we ended our dealings amicably.  I left both the laptop and cheque with his wife and left the residence. 

  I feel I went out of my way to repair the laptop and did not charge the client any more for any of the other repair attempts.  I spent several hours researching and setting up third party repair and purchasing and warrantying parts.  I certainly do not like to have my personal finances brought up into any business transaction and furthermore feel it completely unacceptable for him to do so.

   

  John H****

  Customer response

  29/11/2021

  
  Complaint: ********
  
  I am rejecting this response because:It is filled with half-truths, no explanation why it left the device left his business twice(by his own letter) without being tested if it was in working order. This poor computer has been opened and closed needlessly, by so many people all over the place being shipped here and there...needlessly. I sent the PC in for a battery change and tight hinge and in about 2 weeks or so I got back a glued hinge that worked perfectly and a BLACK screen, nothing changed after that despite as I said being shipped all over the place and on September 14th after me contacting Mr. F****, I was told "there must have been an unknown problem in the motherboard and that was the end of it. I had conversations with my wife through the earlier months and Mr F**** was telling her first it must be a defective battery and he had to send the battery back to be tested by the manufactuer before they would proceed with another battery and he joked that they must not trust word that the battery is bad (we have that an email with that comment from him) and then he thought it was my battery supply, I think that is in the summer. I just feel he was all over the place with reasons why a working battery is not in my PC. I guess bottom line either by accident or just poor workmanship this $2000.00 ** **** is now a boat anchor. I do not think I can take this PC anywhere that anyone will be willing to look inside after I tell them the story of taking this PC for a battery change a few days shy of a year ago and now sit with a $2000.00 piece of junk. I would also add the computer came back with a big scratches all over the top so I do not think people were that gentle with it, we were just driving it 5km to Mr. F****s house and I felt for a battery change I would not need to brace it for a trip over Niagara Falls but it was scratched up also.
  Sincerely,
  
  **** *********

  Business response

  03/12/2021

  Dear Mr. *********

  The laptop was powered on and working everytime it left my office.  All testing was done with my power adapter using my 110 wall outlets.  I do admit that I did not let the battery discharge completely and then recharge completely before sending it back to you.  I don't recall any additional scratches on the computer, but I will take your word for it.  It quite possibly could have been scratched while being worked on or during shipping to or from ***********.  As far as I am aware from the testing that was done, the battery should be in working order as well as the new DC jack in the laptop.  The system board is what they tested that is not operating properly allowing the computer to turn on.

  Customer response

  10/12/2021

  
  Complaint: ********
  
  I am rejecting this response because: Mr. F**** has no interest in helping me. Mr. F****'s own letters make no sense from an accurate assessment of the trouble and troubleshooting the problem. I had a working computer in November of 2020, with no operating problems, it just needed a battery and repair stiff hinge. I got back a fixed hinge and a black screen and nothing working, he was contacted within hours of getting laptop back telling him the screen is now black, after sending it back and forth until about February 2021 and the screen was working until I unplugged it from power supply and the battery lasted for about 20 minutes and the screen went black and would not charge after that (PC worked for about a day and a half when I unplugged). There is no way that laptop was fully tested when leaving Mr. F****'s place of business in November and fully tested and leaving in December of 2020 and Mr. F**** does not want to see my power supply until March 2021? I would say that makes no sense, and furthermore, as I said in past letters, we live 5 km. from Mr. F**** and he never wanted to come out to check our house (maybe we have an electrical issue). I finish by saying be careful where you go for repairs, maybe a big box store like **** *** is the place to go for minor fixes in case something like this happens and you have a better place to argue the outcome. My wife payed $220 dollars in Canadian currency and Mr. F**** returned to me a dead laptop and a cheque for$220. I found Mr F**** slow, hard to get a hold of, unsure of his craft, and uncaring. I do not think I trust his honesty on a good cheque, I will not be cashing it. This will be a good lesson for me, buying locally is not always a good choice, a large organization has a more professional approach and will listen to a customers complaint. The Right-Click Computer place was wrong click for me, thank you for reading.
  
  Sincerely,
  
  **** *********

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