CommentI purchased a computer from your company about a year and a half ago that had a two year warranty. Recently the hard drive failed and I was informed to order a new one by your customer service representative when I explained to them the problem.
It was only when I received the new hard drive and connected it that I was informed that I had to also have a reboot disk, which was supposed to be included with the computer at the time of purchase. I have ordered the reboot disk and spoke to one of your representatives who said that it would be 2-3 business days to receive the reboot disk.
That time expired and, as a result, I called again with my case number. I was then informed that it would be 7-10 days.
When he explained to me the processes incurring that time frame, I found it understandable. Unfortunately, he also informed me that I had to return the damaged hard drive within 10 days of receiving it or your company will keep my $75 holding.
There is a conflict of policy for me in the fact that I need the reboot disk (which will be here in 7-10 days) in order to recover the data that is in my damaged hard drive (that I have to return in 10 days). I was only informed that I needed a reboot disk the day I received the new hard drive.
Your people are basically relaying to me that they can postpone their delivery of this reboot disk, but I have to return the damaged hard drive before the ten days or I will be responsible for the loss of my 75 dollars.
It was your product that failed, and your company that did not provide the reboot disk during the purchase. It was your representatives that gave me information that was late coming, and your services that will take 7-10 day. How am I responsible for this?
If you will not take responsibility for your defects and poor services, your company’s services and products will no longer be needed. I am sure that there is another company that would appreciate my business and the business of my associates in the future.
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