DiGI Tek USA ripoff, Rude, does not take credit cards but says he does, bad business Knoxville Tennessee

This is the entire contents of the customer's service ticket, (At some points, the line items are addressed directly towards him)--but now, all the details are available for anyone to read and review:
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Customer came to us originally, admitting to have attempted to repair your laptop on your own (not a qualified computer technician, and in the process, broke off your own damaged DC jack.

You orinally did not want us to repair your DC jack, so you asked us if there was any work-around. We mentioned there 'could be' an external battery charger, that would allow you to charge two batteries, and swap them out--thereby avoiding the damaged DC circuit... -We performed the research for the part and found the part and quoted the customer the price. He came in to pay for part. When we tried to order that part that day, the image of the part did not match the actual part handled at take-in. We later found out from the vendor that this was a typo on his part--and that one letter changed the battery form factor type completely. We searched for 2 hours afterwards, and could not find anything else suitable--not even from a salvaged laptop to use. Will try the next day.... If not, will call customer and refund the money...

But the next day, the customer came in, and changed mind, and decided--after attempting to access the DC jack himself--and breaking it--to have us replace the jack entirely. Therefore, the Special Parts Order will be refunded. Again, the customer said/admitted to several Digi-Tek employees that he went into the laptop and partially disassembled the unit himself--lifting up one corner of it--and breaking it. He further claimed he could access the DC jack from the top of the laptop.(This is impossible ) Customer decided to have us replace the jack entirely. This required our standard $345 retainer. What he had already paid, would be applied to this. But the customer did not/had not--come in to pre-pay for this labor, as is our standard policy. Customer refused to come in, but later provided us his credit card info over the phone, understanding that when we have to manually input a credit card, and not slide it, we are charged at a higher rate, and therefore, we have a 'remote access, convenience fee' of 3%, that we charge when the customer does not want his card slid. This allows people who live an hour or more away to not have to drive in and waste gas, just to pay for a service. (This customer works for a credit card company and also lives in the area and it was pure laziness or inconvenience for him to not come in, and have his card slid, as he should have done to avoid any extra charges.)

Unknown to us at first, he had either (intentionally or unintentionally) provided us a bad credit card info (CID), or else his Mastercard account used on the ticket--was now 'insufficient' to cover the charges--since repeated attempts to charge his card result in it being declined.

Therefore, his account was converted to cash only, since it was obvous this customer was a nutcase and bad news from the start, and that as soon as his job was done, we did not want to do any further business, with him.

The technician by now, had already began disassembly of the laptop--unaware of the financial problems the front of the store was having with this shady customer. The tech ran into 3 broken parts within the first 30 minutes of disassembly--obviously stressed/broken from when customer or predecessor attempted previous disassembly. We noted that we will try to repair this, but since this job was not paid in full in advance, as is standard procedure--insurance purposes require that customer prepay for this job at this point--and since we have no clue what other damage may be encountered. Digi-Tek Management called customer to show and explain. Balance due is $235.98. MR-Service Work(6/14-15, 1hr. hn) Began disassembly process/research model-Continued disassembly--and uncovered three broken connections/areas of the laptop, as specified in his raw notes. Tech immediately notified management, who then notified the customer of all these details; and since it was obvous he was trying to scam Digi-Tek, we wanted him and service job out of the shop; plus, our 'Early System Pull'--Chargeable whenever a customer pulls a unit out of the shop, or puts a stop work order on the service to cover associated paperwork-$30. Also on invoice, unaddressed: HN-Prior time to research part and order and stop order and re-research part order again (3 more hours). -Again, Digi-TeK Management contacted customer, who then began calling the shop and making threats, behaving socially erratically and unacceptably--showing abberant behavior--both in the store and over the phone. (For example, after screaming like a little child, he used his 'jeep-like' vehicle, and moved it to the entrance to our parking lot--in such a manner to prevent any other customer to come off of the main road, into our parking lot... So we had no other choice than to call the police on him...

In any case, the customer had been told to come in and read this section of his invoice:

"Mr. M----,

Your account with Digi-Tek has become restricted to cash only, for the following reasons:

1. You previously admitted, in the presence of several Digi-Tek staff, that you attempted to repair your laptop on your own, and in the process, broke off your damaged DC jack.

2. As we began to disassemble your laptop, we found at least three areas where user-caused, physical damage had occurred internally, wherein someone without training had gone in and broken either connectors or laptop body plastic, in an attempt to disassemble the laptop. At least one of those areas was exactly where you admitted lifting the corner of the jack till it broke off

3. As soon as our technician found the damage, he informed Management, who then immediately called you And informed you that we will not proceed with the repair, unless the job was paid for in advance, as is our standard policy. (Said policy was not followed initially in your case, since you originally ordered and paid for--a special part and not a service job.)

But we cannot and will not--be held responsible for damages that pre-existed our entry into the internals of your laptop.

4. When you were called back to obtain the permission to proceed with advance payment, you began threatening a Digi-Tek staff member--that you would not accept certain charges to your invoice that she was quoting you. The insinuation appeared to be an intent to chargeback a transaction that had not yet occurred, and service, yet to be rendered.

This is transacting in bad faith, and we do not do business with customer's who act with such unscrupulous premeditation.

5. You stated to our sales staff over the phone--accusing our technical staff of being responsible for the internal laptop damage mentioned above--which we reported to you--upon finding such. We do not tolerate lieing or mistrustful customers.

6. After you gave your verbal permission to our staff over the phone to charge your Mastercard--you either (intentionally or unintentionally) provided us a bad CID, or else your Mastercard account used on the SPO--is now 'insufficient' to cover the charges--since repeated attempts to run your card result in it being declined.

Therefore, your account has been converted to cash only, and we do not desire your business, past this repair--which will only continue, on a cash-only basis.

Until then, your laptop will be closed up, as-is, and no further work will be done. You will, and have been charged-- for the time and expenses you have already incurred and cost us, so no additional monies need to change hands.

Should you choose to not continue with the repair--You will be required to sign this invoice, acknowledging these terms and conditions--and you are hereby also informed you are no longer permitted on the premises. Failure to abide by this restriction will result in your arrest for trespassing

You will pay $146.46 in cash, after which we will run a credit memo for the $146.40 you pre-paid on 6/12, within 24-48 hours. Once we have your cash payment and your signature on the invoice, your laptop will then be consideered 'paid' in full, and turned over to you."

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This ticket, originally began as a special parts order, but later got convert to a service ticket at the behest of this customer. While as a service ticket, it became apparant to Digi-Tek that this customer was proceeding in a fraudulent manner and it was decided to convert this customer to Cash-Only basis, to avoid any further loss--and to continue the service job. If the customer chose not that option, then that further indicated their bad faith, and their desire not to have the service job completed in a fair, proper and equitable manner. We asked for payment of $345 to be made in full, in cash, before proceeding any further. Customer refused. So work was stopped.


POST NOTE: Customer later came in highly agitated, and began demanding terms. He was ordered out of the shop, and the transaction occurred outside. He made a slew of threats, including demonstrating outside with signs the following morning, and further threatening to put us out of business via using his credit card processing connections--which is his livlihood. He then used his truck to horizontally block our parking lot, to keep customers from coming in. He finally left, as the police showed up. They asked to be called if he ever shows up again.

In summary, this customer was trying to get service without paying for it, using various approaches, and this behavior will not be tolerated. -Various Digi-tek staff members spent considerable time dealing with this customer, whose time we have not charged for--We simply wished to mimimize the losses he has caused us with his unacceptable behavior.

We received a BBB complaint in late June. We replied, and won the case, as usual...

-Now, judge for yourselves, who was the victim here. We wish no harm come to Mr. M----, but do wish he undergo psychotherapy to help him behave more socially acceptable.