Complaints

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: December 12th, 2023 Business Commitment: Reapplying thermal paste to CPU and GPU of laptop Nature of Dispute: Business worker/owner Senn, Craig took in laptop to reapply paste, and would call upon completion. Upon calling, Mr. Senn said to bring charger for laptop. When I brought the charger, laptop failed to boot up and charge. Mr. Senn said laptop flashed an image of it booting, but immediately failed afterward before my arrival, however would no longer work after. Told me to leave with the computer and come back the next day to check for an issue once more. I went to another tech store to check for damages, and was told the motherboard was damaged- resulting in a $1,141.54 estimated cost of repair. As stated earlier, computer was working perfect before Mr. Senn reapplied paste. However, afterward it refused to charge/turn on; meaning while it was in Mr. Senn's care, he damaged the motherboard. Mr. Senn refused to cover the fees for repairing the computer at the other tech store. He refused to fix the computer himself, after saying he would. He refused to accept payment for reapplying the thermal paste and hurriedly pushed me out of his store. He refused to admit the damages done were caused by him because of his "extensive experience," even though I can prove the computer was working before giving him the computer, that it was left in his care, and that I left with the computer broken after his services. He claimed my actions were "weird" for requesting thermal paste to be reapplied to CPU and GPU, even though it is common for these types of laptops- with Mr. Senn later acknowledging that he has done services such as my request before. Has Business Attempt to Resolve Problem: No. Even though they claimed they would. Damaged Product/Computer: **** ******** ****** *** *************

  Business response

  01/09/2024

  This Customer brought his computer in for a simple repair; adding/replacing thermal paste and pads. He stated that his Gaming Laptop had been running hot lately. This repair does not require me to touch/adjust/manipulate, or perform any action that could affect the functioning of the computer’s motherboard. This request was unusual because usually there is no indication these thermal pads need to be changed until the computer begins to malfunction and then it is too late. I have preformed this repair 100’s of times before but only after replacing the motherboard. However, it was a simple repair request so I obliged. I did not boot up the computer before the repair because this repair did not require me to operate the computer, and I had no reason to believe the customers would try to take advantage of my kindness.
  After the repair was completed, I attempted to turn on the computer to make sure I didn’t see any additional issues that I needed to inform the customer of. I pressed the start button, everything lit up as it should. I saw the owner’s picture with his dog as it continued to boot for about 25 seconds and then it shut down. I assumed the battery was dead, and I called the customer and asked him to bring his power supply to me when he came to pick up his computer. When he arrived we plugged it up and the computer wouldn’t boot up. I told him that it looked like a motherboard problem. He said he could go to a place down the road that offered a free diagnostic test so he could quickly and cheaply find out if the computer needed additional repairs done. He came back later informing me that they told him I had broken his motherboard and demanded I replace his computer. I tried to explain that it wasn’t possible that the repair I completed had made this motherboard become nonfunctioning. I reminded the client of the waiver he had signed upon dropping off his computer absorbing me, and my business from any liability due to the fact at some point all computers quit working and we can’t always predict when that may happen. In an effort of good faith and out of the kindness of my heart I did not charge him for the repair that I had completed, so I made $0 dollars off of this customer.
  He has not provided any proof that the computer was completely operational when he dropped it off with me, only that it had been running hot, and with his first reaction upon receiving the diagnostic report, demanding a new computer from me does make me question his intentions from the start.
  I hate that his computer doesn’t function, but I cannot take responsibility for something I did not do. I tried to help him out and in return he continues to slander me and my good business name. I understand he is angry and looking for someone to blame, but in the future hopefully he will read contracts/waivers/etc. before he signs them so he understands the  possible risks involved and the rights he is giving up by agreeing to the terms.
  Had I been responsible for damaging his computer, I would make every effort to make it right, but in this instance I am not responsible.
  
  In Summary: Customer brought in gaming laptop with overheating issues. I replaced the thermal paste and pads. Computer came on for at least 25 seconds. Then the Motherboard died. Every computer is going to quit working sooner or later. This one quit working at my shop, although it wasn’t anything I did. Customer had signed a waiver that I have just for this purpose, to protect me from being liable for a damaged computer that quits working.
   I have never hurriedly pushed anyone out of my shop as he stated. I didn’t charge him for what I did because I would have felt bad to take money for a computer that doesn’t work. I have been doing this since 1995 and have hundreds of happy customers that come to me again and again. Again, I am sorry this happened but it wasn’t anything I did.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩