ComplaintsforPinellas Computers, LLC

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid $60 to replace a power supply in a computer. I provided a power supply. PC contacts me and says the power supply does not need to be replaced but if I want they can change my order to a paid diagnosis, I agreed. We changed the payment to apply to a diagnose of a computer and quote cost of repairs. Company gave me run around for weeks and then said they couldnt repair the computer and dont know what is wrong. They refuse to refund the diagnosis fee. They started to call the payment for diagnosis a courtesy diagnosis. This is when I realized they were not going to diagnose the computer nor return my payment. If they are unable to diagnose nor repair the computer they should refund the payment. I tried to explain this to the representative who called me back and he was interruptive, rude, name calling and finally hung up the phone on me.

  

  Business response

  09/20/2022

  I made an outbound phone call communication to *** on his cell phone number listed on file. He answered and I introduced myself to be handling his escalations request related to a power supply unit install (preapproved service order), converted into diagnostic evaluation (following PSU replacement being deemed not a fix to the computer system). I reviewed extensive notes on the service ticket, as well as a recap from involved technicians. 
  *** made it clear his dissatisfaction was that the computer wasnt fully fixed, and therefore wasnt diagnosed - making a claim that refund of payments made were outstanding to him. I reiterated that we (in fact) did first attempt replacing the machines PSU, as ordered as a standalone preapproved service. After identifying the replacement service did not provide a fully functioning computer (and effectively fully earning the rate for pre-approved service), an alternative service was offered for courtesy consideration, to identify what was necessary to make the computer function again. Rod accepted our offer to convert the $60 paid for the pre-approved service (completed without success) into a diagnostic service. 
  Against our professional recommendation, *** approved replacement used motherboard from the same year manufacture date as the original system. This along with $120 in service labor was approved for billing, pending complete delivery of performed services to Rod. After sourcing, receiving and installing the available used replacement part, it was determined the replacement motherboard was DOA and was returned to the vendor sourced. 
  At this point, having performed 2 sets of services to no success (PSU replacement & MOBO replacement), our VP of operations (****) made a discretionary call to not continue to repeat Legacy hardware replacement efforts on the dated machine. We voided the 2nd invoice service charges related to the motherboard replacement (even though it was completed properly, and uninstalled necessarily). We further voided the parts order charges and are in the process of logistically returning those for a return and credit to the vendor. 
  In summary, the entirety of services performed and replacement parts ordered were reversed the entirety of the service charges billed on a final invoice; zero-out from $201.**. Apart from the hours of time spent on this project replacing various components, and ordering/returning replacement parts, we remain firm in our claim to having fully earned the minimally billed $60 at check-in; with citation of the two different sets of hardware replacement service performed, in addition to in evaluation service. 
  Rod made repeated references to per-approved services as not successful or conclusive; I still dont have a working computer. After outlining the extensive list of services rendered and time expended (a top returned hardware costs outstanding), I asked Rod if he genuinely believed all of our time and efforts were worthless, and we shouldnt earn any of the compensation paid - Rods response was well you guys are a computer store so I expect to not be charged unless I get a working computer. I explained that he had not been billed or assessed charges for any second stage of work (since we voided the entirety of our second invoice). Rod has a complete evaluation, professional findings, and a competitive estimate for hardware installation (attempted once already). He is perfectly free to have this service performed by any other provider; we simply dont wish to repeat unsuccessful attempts of replacing legacy hardware (10+ years old). 
  Feeling and inability to come to any middle-ground or a reasonable synchronization with Rod on the consideration of our service peoples time as a resource, or value as a consideration - I told Rod I couldnt agree with his viewpoints. I explained it was offensive for him to make absolutely no consideration for our time and efforts expended, and that he was otherwise not pleasant to work with. I ended by affirming to Rod that I would not be issuing the refund for the $60 paid; which was applied to part replacement and diagnostic service invoice; discounted. Finally, I stated I was terminating service options for Rod and he was no longer a welcome customer of our service.
  *** made it clear he was certainly planning to share feedback publicly, as previously threatened in the store showroom related to a Largo newsletter group. I affirmed I would promptly respond with public communications, and other surveillance recordings, to complement the summary posted. Certificate of termination attached.

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