Axxon Computer Corp

Réponse d'entreprise 22 septembre 2015

It would be helpful if the context in which this comment was made was stated. A generic comment without elaboration is really of very little use as the issue cannot be addressed. Our policy of guaranteed satisfaction or your money back would apply if we could not meet reasonable expectations.

Réponse d'entreprise 31 mars 2015

This customer had service performed and then cancelled the repair once the parts arrived. At the time of the service order it was clearly stated that a service charge of $35 + taxes will be charged if a professional diagnostic is performed and then the actual repair is not carried through. This charge is for the time spent to accurately diagnose the machine. This customer not only had the diagnosis performed but prepaid for parts to be installed. Once the parts arrived the customer changed her mind and decided to drive to Toronto to have the repair performed as it was at a lower cost. Meanwhile Apple had already charged for courier fees for delivery and return of the parts. We subsequently cancelled the repair and charged for the diagnostic performed as was stated at the time of the work order. With regard to pricing , Apple has two prices on its parts- one with a part that can be repaired and as such have trade in value and one with the part that is beyond salvageable. According to Apple guidelines given to us, physically damaged parts cannot be traded in. This Macbook was physically damaged and had no trade in value as such she was quoted the full price of the replacement part. However it seems that Apple Store decided to make an exception for her and offer something that we were not authorized to offer. As to the time frame of service, this customer was offered a 24 hour turnaround once the parts had arrived. We thank this customer for giving us an opportunity to cater to her. But apart from refunding the full amount less the minimum fees for our effort, we are not sure what else we could have done.