This is a copy of a Certified USPS letter sent to the company and the Richlands VA area BBB. There was no response from the company.
On or about December 14 I contacted your business and spoke with one of your computer technicians regarding a problem with a Dell Precision M90 laptop. I described a problem wherein the laptop does not charge the battery and would begin to boot and display a message that the system could not read the type of adapter and would not continue the boot. He indicated that this was typical of a bad power jack. He indicated the repair would be $99 plus shipping. I agreed and sent the unit and PA-15 adapter in for repair.
Not hearing back from your company after several messages were left, I was finally able to speak with a tech on or about 12/28. At that time he indicated that the problem was not the jack, he said that it was the sensing circuit on the motherboard and that he had seen it once prior. He said that he tried to jump out the circuit but that did not work and that I needed a new motherboard. He gave me the option of buying one through you for about $400 or buying one from an outside vendor and sending it in. He said the price of swapping out the board would be the same as replacing the jack.
On this advice, I purchased a new motherboard (actually the motherboard and all lower plastics. It was shipped to you 1/xx. I also authorized the replacement of the power jack on the replacement board to avoid any future problems known to Dell boards for an additional $20; I also asked to have all old parts returned. After 2 weeks I called to get a status of the repair and was told it was all done, cost $90 plus shipping. I was pleased that the cost was lower than the estimate.
Now it's 1/18 and we receive the laptop and adapter back (no old parts, no receipt, no work ticket), plug it in, battery still does not charge, unit stops booting at precisely the same stop it did more than a month ago. Compounding insult with injury, the laptop is all chipped up and the sides of the case are trashed. I call into to your shop and spoke with the tech that swapped the boards. He says there was nothing wrong with the original motherboard but he was told to change it anyway. He said the computer booted fine from the bench power supply and all that was wrong was a bad adapter. So now I've spent over $325 and all I need was a $30 power supply?!
1/31/09 I've called and left three messages asking for a Manager to call me back; that was two weeks ago. Not hearing back, I bought a new adapter and the unit works, no thanks to Comprehensive Computing.
So I am left to ask, how are you going to make this right?
The unit was mis-diagnosed.
The unit was chipped up and defaced in your shop.
You've cost me way more than the unit was worth repairing in money, time, and aggravation.
I cannot return a motherboard that not only did you swap for no reason but also didn't replace the jack on the swapped unit nor return the old parts to me as requested.
Is there any communication in your shop?
You have my original working board, I want to be reimbursed for it and I want the $108.90 paid to you for this fiasco refunded.
Show me you put forth the principles of your Mission Statement competence, integrity and trust
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