Tech Pro's, LLC

This customer called and stated she was having issues with her computer and she might have corrupted files on her computer. When we picked up the computer, we advised her that we will check the system out and see what is wrong. We told her the price will be 59.99 for the check and if you want the repair we will subtract the 59.99 charge. She agreed and we got the computer in to the shop and looked at the computer. After we checked the computer, we called the Customer and explained to her what was wrong with the computer. We told her that the computer has no hardware issues and you have virus, malware and your profile is corrupt. We recommend for us to reinstall windows and back up your files. She asked how much and we told her that it will be 125.00 for the install of windows and 89.99 to back up your files. She told us that it was too much and she is tight on money. We told her that we can clean out the system and make you a new profile but it is not recommend. She told us to clean out the computer and do that.... Once the computer was repaired, we meet up with her and drop the computer off. We told her that if you have any problems call us within 30 days if you have any problems with the computer and we will have not problem to pick up the computer and install Windows XP. We got an email on 3/10/2014 meaning 32 days later and she told us that the computer is not working and I want a refund. We told her that we have no problems picking up the computer and install windows xp and all its updates plus service pack 3. We did advised her she will need to back up her files before we pick it up and once you finish backing up the files to go ahead and call us for a pick up. She called us and we picked up the computer. We told her that we are only installing windows xp and once you get it back you will need to reinstall all the programs that you use and she understood. The following day she called and advise me that she backed up her files but put them on the same computer instead of the external hard drive. We asked her where she put it and what is the name of the folder you saved it to. She gave us that name and where it is. We told her, that we will back up that folder and we even asked her again is that the only thing you need and she replied yes I put all my files in that folder. We started to work on the computer and backed up the folder and installed Windows XP. once the software was installed we had to find drivers for the computer since the unit is over 12 years old as customer stated to us. Plus we did tell her it can be done within 2 hours but we also told her that if we are not busy. She told us to try to get it done fast. Once we got the computer back up and running and got all the updates done. We put the folder that she wanted back on her desktop. Some files did not copy over and got errors from windows telling us that the files names are to long. We called customer and advised her what the error was and will need to send a tech over to pick up your external drive. The tech picked up the drive and she told the tech that she can not get her printer to work and the tech advised her that when the computer comes back, the tech will install the printer for you at no charge. She was happy to hear that. The tech bought the computer back to her home and set it up (did not charge) Installed the printer and tested and scan tested all tested good (Also did not charge) and we even started the install for office 2012 for her. We advise the customer that when installing windows xp it is only windows xp and you will need to install all your programs. About two hours later, the tech got an email from the customer saying that the computer is not fixed and my programs are not on there an my files are not in my documents. We tried to help her and we told her that you just wanted windows installed but if you like we can send out a tech and get your computer back the way you like it but you will need to pay for the extra services. She got very rude and told us we never fixed the computer. I cannot use it, if my computer does not have any programs on it. Again we told her that we can come out but there will be a charge for the extra services. Again she got rude and told us you need to refund my money We feel like she wanted us to do all the work that she declined the first time and did not want to pay at all. Here is the short break down of the repair order. 1. check computer for problems 2. Called customer and stated she had virus, malware and bad profile. 2. Customer agreed for this service and declined all other services. 3. Fixed computer and was working 4. 32 days later get a email out of warranty. 5. Service pick up computer and install windows XP only. No back up by us. 6. brought back computer and helped her install printer and office 2010. People need to understand that if you get a complete reinstall of Windows you are starting from scratch. We tried to help this customer and all she did was declined our help.