This is a letter/email I recently sent to the company that sent someone out to fix my computer.
I hired your service on December 30, 2011, and I have waited until now to give you feedback on the service because I was too upset to do so before this. I would like to speak with the owner of the company about this, but I have to say that I was extremely dissatisfied with the service I received. I told your company that my computers were not talking to each other. The tech was told that when he arrived. I also told him that he would have to be out of my house by 3:30pm, because my veterinarian was coming at 4pm to put my dog to sleep.
The tech worked for hours on trying to get our computers to talk to each other. He changed the name of the "workgroup", he changed the password for the workgroup, he changed settings on my computer and some of the other computers. And still, my assistant's computer could not access the documents in my computer - her computer would not save any documents to my computer.
At around 3:30 I told your tech that he had to leave because the Vet was coming and I didn’t want him in the house. But he stayed to try and work on the problem. He told me that I didn’t tell him that the problem was that the computers wouldn’t save documents to each other, just that they werent talking to each other. Really?
He stayed despite my asking him to leave. And all the while we were downstairs putting my dog to sleep in one of the most difficult, trying times of my life, your stubborn tech stayed upstairs. It was like a double thorn in my side – knowing there was a stranger in my home while I was having to deal with putting my beloved dog to sleep.
When the vet and her assistants left, I went back upstairs to pay your tech who charged me $375.76 for the work he had done, and he basically said that my computer was the problem, and that I would have to erase my hard drive and reconfigure my computer and that would solve the problem and he would have to come back to do that.
Needless to say, I was incensed that I had to pay someone for working for hours in my home and not solving my problem and further not leaving when I asked him to leave.
I am going to have to hire another company to solve my problem, which I haven't solved yet, and be out another several
hundred dollars. Rather than spread the word about your company and what you have done,I decided to give you an opportunity to address this situation and make it right – I do not want your tech back in my home. If you want to call me, please do so. Thanks for your time and understanding.
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The owner of the company called me almost immediately after he received this email and said that he wished I had called the next day, as they would have sent someone out right away to fix my computer. He was very apologetic and said that he would send someone out to fix my problem at no charge. That is good customer service! They cannot bring back that moment when I was saying goodbye to my friend, Aussie, but they can fix my computer. Their tech is coming out tomorrow, so hopefully my computer will be fixed soon!
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