Antico Plus LLC

I am very sorry to see this customer was dissatisfied as he did not indicate this whe...Read More »

I am very sorry to see this customer was dissatisfied as he did not indicate this when he picked up his computer. The customer brought in a Toshiba Netbook that he believed had a virus based on what he was doing when the computer started to misbehave and then would not boot normally. He brought it to us on a Friday with a short timeline for turn-around as he was leaving for school Monday. The actual culprit turned out to be the hard drive after 10 hours of attempted repair and troubleshooting. The customer claims above that we could not fix the problem, however, that is not the case. Being a newer unit, we looked up the warranty info on-line and found that it was still under warranty. We wrote down for him exactly what was done to the Netbook to diagnose the problem along with the error messages so that he could relay the information to Toshiba, thereby not having to spend hours with one of their tech support staff troubleshooting over the phone as we have seen happen with clients before. We COULD have fixed the problem for an additional $100 for a new hard drive and another half-day of time, but instead gave him the info that he needed to get the part replaced for free, which he seemed on-board with given that it would save him the cost of the part and he was running out of time in Portland. We actually charge $79.99 for laptop hardware repair/troubleshooting but I had only quoted him $69.99 based on virus cleaning, so charged him that as opposed to the higher rate. This is obviously our fault for not properly explaining this to the customer. When we truly cannot fix a problem, there is never a charge. I am sorry the customer felt the price was high - it is actually on the lower end of market rate for such services.