Response from the owner - 4 months ago
I am sorry for your situation, I understand where you are coming from, but I must respond to set the record straight and add important points to your complaint. First, you brought your laptop on 5/7, we fixed and returned immediately it on 5/8. Second time took a bit longer because we replaced the power jack which required first you approval, and second, to order the part end get it in-house. This was not done without approval as you mentioned in your complaint. You brought it on 6/16 and we returned it on 6/26. Before we delivered we stressed tested the computer for 24 to 48 hours to ensure this worked properly. You brought it up a third time, and indeed a short had caused the motherboard to fail. It took about 3 weeks to get back to you this time, mainly because we were looking to replace the motherboard and return a functioning laptop, which is in the notes and the communication between you and Rob, our technician. When the power jack fails, the underlying issue is a manufacturer fault, which could be the board, the power jack, or both. There is no way to know what the problem is. While most of the times the faulty board is fixable, there are situations in which it is not, like in the case of your laptop. Again, the average motherboard component comes from a production line and is stress tested to last and endure portability and a level of mishandling, so when a power jack breaks off there is an underlying problem that clearly is not visible or noticeable to the buyer and in this case the repair technician, and is virtually irreparable. So you are aware, San Diego Computer Consultants, which is the computer repair business within the organization, has been in business for 10 years, the last 3 under my ownership, and this is the first laptop we have a problem while soldering the power jack.
As far as your attacks on the business being shady or caring about nothing but money, that is 100% false, and we have plenty of feedback to sustain my claim. We did not and do not alter our invoices to suit a situation. The fact of the matter is, like every other service business, and I encourage you to check this with the next computer repair service company, we have to limit our liability to the total cost of the products and/or services the customer paid. If you review the back of every single invoice and sales order, from 5/7 through the last one we provided you with, you will see that statement over and over.
Last but not least, the reason we took a long time to get back to you the last time you brought the laptop was because, as I mentioned above, we attempted to source a new motherboard for your laptop and cover the cost with the $240 in services you had already paid. Again, this is in the email exchange between you and our technician Rob. Be aware that the average time to replace the motherboard and reinstall all components connected to it, install the OS or run a repair install if needed, and test the final repaired laptop is about another 2 hours, which we expected to eat as a result and as part of customer service. We were unable to find a replacement part unfortunately, I suspect the computer was too old, discontinued, or there were other issues with its availability.
Again, I am sorry for your situation, I do understand where you are coming from. And while this doesn't help your situation, I certainly hope this helps provide a clear explanation of the events that took place, the reason for the failure, and our attempt to provide resolution.
Jorge Ruiz de Castilla