Techs On Call & Jon Kain Lost My Hard Drive & Won't Return Calls! Keene, New Hampshire

This may seem ridiculous to respond after such a lengthy period of time, but this is the first I have seen of this "rebuttal" and I am not going to have you pass your fraudulent business practices, lack of customer service/communication off as my "confusion".

The computer was not under warranty…do you think I would look elsewhere/pay another "business" to work on my computer if I could have it repaired for free? Based on my experience with you, Jon, I could see where you might not have the common sense to look at the obvious solution first, but I am an educated individual/adult who knows the appropriate steps to take.

The response I received from you, after having "diagnosed" my computer (this was not an "onsite call", you brought my computer to your "business"), was far from competent/assuring and it was you who suggested I try the original manufacturer (in over your head?). The computer went from your vehicle, to my trunk and directly to a shipping outlet where it was boxed up and sent off.

Unfortunately, it was roughly a day after the computer was shipped, that my coworker told me he could build me a decent computer, for a reasonable price, which I thought made more sense. Rather than paying iBUYPOWER to restore my old computer, I contacted the shipping company and asked them to return my package. The package had never been opened/the computer had not been touched since it was at your "business".

We opened the box, when preparing to build a new computer, in order to retrieve information from the hard drive and use it as secondary storage. The simple FACT is that the computer no longer contained a hard drive and you were the last person to have access.

I certainly was not inferring you established a "business" in order to get your hands on my hard drive. The point of my review was that you would not own up to the possibility that you lost my property and would not give a paying customer...yes, I paid this "technician" to supply me with a "shucks, can't fix it"…the courtesy of returning his multiple calls/inquiries as to the location of my property.

When I finally did receive a response, stating the best you can do is supply me with a hard drive to replace the one you lost, you never returned my, once again, multiple calls stating I would accept that solution if it was the best you can do. Given that you never did respond/replace my hard drive, apparently the best you can do is offer empty promises. It seems as though "we are willing to do whatever it takes to make a happy customer" does not include actually communicating with them.

Techs on Call would like to first state that we are sorry to hear we have an unhappy customer.  Unfortunately in this line of work there is a lot of confusion over technology related issues and peoples perception of truth and reality as it pertains to technology.  According to our records, Scott needed help with his PC which we helped him with.  He later found that his PC was still under warranty with Cyber Power.  We made an onsite call, diagnosed the problem, and later after he decided to go with the warranty helped him put the PC in his car to ship back to Cyber Power.  His hard drive was never the issue and we never removed it.  Scott should contact the manufacturer of his PC to inquire about the missing hard drive since they are the ones who had it.  Again we are sorry to have an unhappy customer but we have not been in business for 8 years (with over a thousand happy customers) just to get a used hard drive.  We strive to make happy customers all the time, sometimes at our own expense and we are willing to do whatever it takes to make a happy customer but we cant produce an object we dont have.  Cyber Power fixed your machine (we assume) and were the last ones to have it, so it stands to reason they are the ones who either wiped your drive clean, which is standard operating procedure for all of the computers giants or are the ones responsible for the issue you currently have.