— Original Message
From: debbie XXXXXXXX
To: Donna XXXXXXXXXXX (LAST NAME REDACTED)
Sent: Tuesday, January 30 5:51 PM
Subject: Fwd: letter to Cyber Test
Gentlemen;
Re: Compact notebook bought Oct 14
The purpose of this letter is to inform you that your computer repair
people (CyberTest) had my computer delivered to me and it was stolen off my porch. I was in Hawaii for nine days and have airplane tickets to prove it. Cyber Test made a claim with UPS. UPS paid them money for the computer being stolen. After Cyber Test got the money they sent me someone else's computer (it still has their name on it) and called it a refurbished laptop. It took two months to get me that computer. They told me it took that long because they were waiting for the same model as mine to come in. I called Cyber Test on January 19 and was told someone would call on January 22. I have not received a return call. For them to have done what they have makes me confident that I will not get a call back. Not only do they get the repair bill from you, they made several hundered dollars on a mishap that happened to me. I had made several calls asking where the computer was and all Office Max assurance employees would say is that we will investigate it. I have been told that the computer left on January 3rd - it left on the 7th - it left on the 13th. I know, and I stated this to them, it doesn't take 10 days for anything to get anywhere in the United States. I was told on the 21st they would investigate and their records show that it left on the 3rd. A second rep. Told me that a check had been cut and released. When I called back to check on that, I was told by still another rep. That the other rep. Was wrong and that the file did not say that.
I have never bought an Office Max assurance policy in which I had to go that long without my equipment. I have called the company and told them that this replacement is not acceptable. My computer had extra memory and numerous other programs. This computer is slower than mine. It makes a clicking sound. It freezes. I was on the phone an hour with Microsoft doing updates. I got all kinds of errors. One of your disks needs to be checked. Windows now says 16 applications need to be updated and Microsoft will not help with this without charging 35.00. However, they fixed internet 7, shock player and abobe flash player for free and at least that person aplogized for taking so long. My avg had red highlighted components and are in an error state. Please pay urgent attention to their configuration & update manager.
I believe if anyone should benefit from this mishap it should be the owner of the computer.instead I get this computer that is identical to mine in model number only. I want you to know this computer doesn't work as well as mine and will probably cost Office Max assurance a few more repair bills. When it freezes I hear the fans turn on, which makes me wonder how hard its been used or how long the previous owner had this computer. I think the hard drive will go out soon. I know my hard drive was in good shape because of the extra card and I always made sure it got lots of air, etc. I know this computer is nothing like mine. I also know that it was the responsiblity of Cyber Test to return MY computer safely to me and if stolen get paid the money for it. Part of my contract with Office Max is to repair, and if not repairable pay the policy off with money. Part of the repair is that the object will not only be safely picked up and repaired, but should also have a safe and complete delivery. This is as much a part of the agreement as repairing the object. The delivery is not safe or complete. The other option of the contract should be filled. That is that the money should be refunded. I paid money for this agreement, which means I lived up to my part of the agreement and Office Max has not honored their part. They have replaced my computer with used equipment. Cyber Test made out real well on my misfourtune and at the expense of Office Max assurance. What would it have cost Office Max assurance to ask Cyber Test for the money they received from UPS and forwarded it to me - what would that have cost Office Max. You have already received the sell of the computer, the price of the insurance and now Office Max has the liability of a computer that is old. Why not, in the interest of Office Max assurance, collect the money and give to me. I could buy another computer, another Office Max assurance and we will have insurance on a new computer. I don't have a contract with Cyber Tech or Office Max in which I will accept a replacement. I have a contract that says I will get my computer fixed OR I will get my money back. As I said before, getting something fixed also entails the delivery of it.
Two choices are all I see here, and let me help on deciding. I do not have MY computer so that only leaves one acceptable choice to me. That is - here is your money back - NOT - here take this one that still has the previous owners name on it! That is not an acceptable replacement. Maybe a brand new one, factory sealed would be part of a replacement plan, but I have never heard of - here is a used one in replacement of yours.
This is my last attempt to settle this by myself. I have already purchased another laptop. I will not wait any longer for this issue to be resolved. Also, for the inconvenience I have been through I want a refund by check and not in an Office Max gift card.
Thank you...
Donna xxxxxxxxxx
*-*-* (personal info redacted)
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