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Dymin Computer Systems Complaint - They charged me double.

Review by amayfield on 2003-04-16
JOHNSTON, IOWA -- I just bought Windows XP Professional from Dymin Computer Systems and had them do a New Install for 49.95 plus tax. When it didn't work I took it back and when they had to re-install they charged me another 49.95 plus tax. Not very professional, huh?
Comments:1 Replies - Latest reply on 2003-04-17
Posted by Anonymous on 2003-04-17:
Allen,

We would like to apologize if you feel that our service was lacking. Dymin Systems prides itself on outstanding customer service coupled timely repair and thorough follow up on what we promise to do for our customers. We are always striving on giving the best possible service, and if you feel that this wasn't given in your case, we truly appreciate any follow up so we can improve on our standards.

Regarding your case, the need for a reinstall was actually precipitated by a miscommunication between the customer and our staff. When you purchased Windows XP Professional and we were instructed to install it, the name and contact given for the installation was Ed Mayfield. Unfortunately, the name you would have wanted on the account was the proper name, Allen Mayfield. This was apparently a miscommunication, and two weeks after the installation we received your phone call asking our technicians how to change account information. Our technicians happily spent over two hours on the phone at no charge attempting to correct this issue.

However, at every opportunity it was our desire to fix this issue on the shop and not on the phone with you, as the fix for this is complicated, and usually requires special tools to correct. After declining our offer to fix it in the shop over 5 times, there was apparently an attempt to try to fix the name. This caused a major conflict with Windows and the Microsoft office software installed, as the admin/creator name no longer matched the user name. This caused a known issue with Office to no longer open the documents with the error, the document is already open by user, Ed Mayfield.

Unfortunately the only correction we could do to make this all right again, after an extensive diagnostic, which Dymin Systems did waive, which it was rightfully allowed to charge for, we were only able to correct the issue with a reinstall. As Dymin Systems did not cause the crash as the customer declined bringing it in to have us fix it correctly initially, we had to charge a reinstall fee to the customer.

Our desire to continue to help has shown no bounds, as our technicians have taken over 15-20 phone calls after the repair from Mr Mayfield as follow ups on other repair items that we would be happy to do for the customer. Surely our time and expertise has value, what we do is not easy or simple, and we charge for timely, professional service. We would love to be able to help you in the future, but we do charge for our services.

Please feel free to call us for any help our service, and any further issues. We hope you can see that we do everything in our power to ensure machines go out properly and correctly. We hope we can keep your business, and look forward to working with you again in the future.

Sincerely,

Todd Struthers
Vice-president
Dymin Systems Inc.

-----Original Message-----
From: amayfield@mchsi.com [mailto:amayfield@mchsi.com]
Posted At: Wednesday, April 16, 2003 2:04 AM
Posted To: Customer Service
Conversation: Consumer Feedback
Subject: Consumer Feedback

The following review has been posted on My3cents.com. The consumer requested a copy be sent to you.

If you need to follow-up with the consumer, please contact them at amayfield@mchsi.com

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I just bought Windows XP Professional from Dymin Computer Systems and had them do a New Install for 49.95 plus tax. When it didn't work I took it back and when they had to re-install they charged me another 49.95 plus tax. Not very professional, huh?

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