Technical failure resulting in damage
Due to mishandling - misdiagnosis and lack of appropriate caution - Bill and Dave's destroyed my computer's hard drive. I had to spend $338 to have the underlying problem diagnosed and repaired, get a new hard-drive, and retrieve some of my data - not all of it was retrievable. While it's true I should have been backing up regularly it's also true that Bill and Dave's should have checked the functioning of my PC's fan. I only remembered after the other business did it that the place I used to bring my computer to always checked the fan functioning first thing. It's particularly smart to do that given that a poorly working fan in combination with running anti-virus software for many hours will melt down hard-drives. I hope this shop smartens up, and also makes an effort to communicate more clearly and courteously.
- Approximate cost of services:
- $438.00
- Company Response
Hi Janet,
I am sorry you had this experience with our company.
First of all, you are right, everyone should have an up-to-date backup, especially before trusting the only copy of your data with a repair shop. You checked it into our shop for Warranty to remove virus' that you claimed we did not on the work order a month previous. There was no mention of your fan and/or heat at all. Next, the drive did not "Melt down" due to us not checking the fan. Hard drives can sustain extremely hot temperatures (up to and including 50 degrees Celsius before damaging effects occur over time). Residual heat from a dirty fan in your laptop will not cause your hard drive to fail. Hardware failure can happen at any time for many reasons. You came to us a month after we removed virus'expecting us to do it under warranty. While we would have been happy to help and were doing so, your computer froze and would not boot again. You claiming this was our fault, came in with a condescending attitude and insulted 2 of our employees after blaming us for the failure. At that point, we simply halted the repair and asked you to take your device and leave. Please feel free to reach out to me directly if you think this could be resolved in a matter that doesn't include lies and slandering us online. Thanks for your feedback, we are indeed and always will be working on our process to create a better repair experience for everyone involved. -Dave