Complaints

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I turned in my computer to ****'s Computers Cyber Security because my touchpad worked sporadically. I paid $150 for a diagnostic fee. I then was told that I needed to pay an additional $150 for a service fee for updating certain drivers on the computer, which would in turn fix the touchpad. One week and 2 days after it was fixed, the touchpad stopped working. I took the computer back in and I was told I needed to spend an additional $80 for a new touchpad. I was told this amount would be for the part itself and the work of putting it in the computer. I said that I was willing to pay for the part, but the part cost no more than $45 from various retailers. The business then refused to lower the cost saying they needed to charge for their service of installation. I argued that since the $150 service fee did not fix my computer, I should not have to pay for that service and they could use that $150 for the service of putting in the new part. They refused. They also told me that they only guaranteed their work for 2 weeks, but since I returned the computer after 1 week and two days, I argue that their initial work should be guaranteed with the $150. Their website also states that there is 100% 30-day satisfaction guarantee. After I argued that I should not have to pay any additional service fees, they then refused to fix the computer, and then I was told to come pick up my computer. They hung up on me. I took my computer back and did not pay the additional fee for a new touchpad hardware from the business. My touchpad now does not work at all. I believe that in this transaction that there was an implied contract of paying the $150 service fee that the computer would be fixed and work for at minimum 30 days, as it is stated on their website. Since the business hung up on me after they told me that I needed to pick up the computer and that they would not fix the computer or deal with me any longer, I believe there has been a breach of contract.

  Business response

  06/14/2024

  We were in the middle of moving our office and there must have been some confusion. I know we just got our phone system back up and running. We can fix the computer for the agreed to additional $45.00.

  Customer response

  06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

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