Thank you so much for taking the time to leave your review about our service. We will definitely be using your story as a case study internally to prove that it is simply impossible to please everyone. This response may be something that other businesses out there may be able to relate to!

Firstly, the issue you are experiencing is that you have upgraded your computer to Windows 10, and wanted to revert back to a previous version of Windows. If you do this within a 30 day period, you are able to perform what is known as a "roll back" to restore Windows back to your previous version. Unfortunately, when this was attempted on your computer, it failed as it appears the files required to do this have become damaged. Your computer would freeze and not allow this process to take place without crashing. Of course, and as any reputable company would do, this was communicated to you at the time. As the work was being done at your premises, we of course can not forget that you also witnessed this occurring firsthand.

As a roll back was not possible, yet you still wished to restore your old version of Windows, we offered to back up your data and reinstall your previous version manually. We proceeded to back up all of your data paying special attention to your email files which you mentioned were quite important to you. We then reinstalled Windows and copied your old data back onto the drive. We then went to import all of your emails, however some of the files were coming up as being corrupted. The technician then, as a gesture of goodwill, spent over an hour continuing to work on your computer at no additional cost to you to help resolve your issues. This was NOT because the technician made a mistake, but was a genuine effort to assist you because we recognized how important they were to you. All of your email files are on your computer and were backed up and saved. There was no mistake made by the technician and all of your files were backed up correctly. They are still on your computer. The technician then said he would continue to look into why your emails were not being imported and let you know if we can assist you further.

Of course, we really do appreciate you telling us how simple your problem really was and that another company told you that all we needed to do was a roll back to the previous Windows. I am sure you mentioned to them that your roll back data had been corrupted and caused your computer to crash when that was attempted? Or did you perhaps decide to leave that bit of information when discussing your problem with them? I guess if you had mentioned it, your story would have been a lot less interesting, wouldn't it?

So in summary, there appears to be an issue with your computer which has unfortunately corrupted some of your data after upgrading to Windows 10. Your roll back data was corrupted which causes the roll back process to fail so it can not be completed. We then backed up all of the files that you mentioned and performed a manual reinstallation. When some of your files were damage you received over an hour of free work at no cost, onsite, late on a Friday night, as a genuine attempt to do the right thing by you.

We then received your phone call on Saturday, where you were incredibly rude and continued to speak over the top of me on the phone, to the point that your attitude and lack of common courtesy needed to be addressed. While we can appreciate that your lack of knowledge (which is clearly evident from your summary of what occurred during your service) can make slightly more complex computer issues much more frustrating, it is not a valid excuse to belittle the person who is assisting you. We of course put this aside and organised for the technician who attended your premises to give you a call (who also mentioned your incredibly rude phone manner). He then took the time out of his weekend to clearly explain everything that had been done with your computer and the reasons for it. You then hung up the phone on him.

Instances such as this, where you go above and beyond to assist someone who has no appreciation for the extra time and effort that is put in, can often be off putting for a business. You begin to wonder why you should continue to put in the extra effort to help people, when it simply gets thrown back in your face. However, we obviously know that for every one of "these" customers, there are dozens who do appreciate the extra time and effort that we put in to make sure our customers get the best possible outcome. You can rest assured, we will not let this sort of unwarranted negativity affect or change our service in any way moving forward!

Thank you for explaining your side of the story. But first lets get the facts straight. The problem I was referring to was my email section, not my files. After the technician took 2 hours to address the window 10 issue, I could not find my contacts. He then spent a extra hour at his cost (as so he should do) to find my contacts. Every other technician I have ever had over the past 20 years will always spent their time at their cost to correct their error. So lets forget the in-kind "hero" service you people seem to think you are on a sacrificial Friday night. And yes, I did explain to the another computer repairman that the windows 10 had stuffed up the computer. And his reply to that is that it should have been easy to fix in less the time, less the costs and all emails and files should have been retrieve (even past the 1 month deadline). In fact, he also replied your business was liable for the mistakes your technician did. He simply couldn't get over how a technician could stuff up my system and that those mistakes should never had happened.. He also added that there was no way he could rectify the problem your technician created as the technician would have all my stored material on his hardrive. He was at least honest.

In response to what you said: "The technician then said he would continue to look into why your emails were not being imported and let you know if we can assist you further.", that is a complete lie. When he was here, he didn't even know that the emails system was not working at the time, except that the contacts were missing. It was only afterwards when I started to investigate my emails further, I learned most were inaccessible. Every computer repairman, in this situation, would further investigate the problem and resolve the problem without further charge. That is the descent and honest way of doing business, and as well as treating customers with respect, which clearly your business does not. After all your policy is: "Not fix:No fee".

In regards to our phone conservation when I was trying to explain what went wrong (as you had asked me to), you never gave me a chance. Instead you road right over me, telling me loss of emails had nothing to do with the technician, and instead the computer was corrupt from the start. Sorry but that is misinformation and again another lie. I asked the technician right from the start that all emails, contacts, and files were to be kept. He agreed to that and NEVER said that there was a possibility that the computer was corrupt and that I may not get back all the information on my computer. In fact his total agreement to my request suggested that he really knew what he was doing and that the request would be fully accomplished. Most honest technicians (the ones that know what they are doing and are experienced) will always tell their customer if there might be problems with a risk in losing material in the process of repair work. At least that is how I have always been treated in the past.

The point I am making is that your technician simply was not experienced or qualified enough to know what he was doing. On top of the that your business stinks when it comes to admitting your faults and treating customers with respect and decency . Losing loss material on computer is always an emotional issue for EVERYONE, but when you talked over me and never bothered to listen to me, and then told me to shut up, basically, and then hung up on me without giving me a chance, then it shows you people are only a fly-by-night website (not a proper business), ripping people off using low grade technicians, and never having to be accountable for your dishonesty - AND GETTING AWAY WITH IT. Karma comes to all in the end though.

Very very rarely have I ever come across a 'business' like your lot, and as upsetting as you treated me over the phone, and dishonestly handled this situation, I have restored faith that there are so many good people and businesses out there that are professional and considerate, and will do anything to rectify THEIR mistakes at THEIR cost. From my experience it happens a lot. Maybe it is time your business should do so also. Or maybe you just don't give a dam!

Here are the facts - the technician was NOT at fault. There was NO negligence relating to your job. The technician SHOULD have charged you extra for the work did. The technician did NOT charge you as a gesture of good will. Your lack of understanding regarding the situation is NOT a valid excuse for you to make up stories and try to twist the truth as previously explained. You were rude, condescending and yet we still attempted to resolve your issue as we believed it is the correct thing to do. We will have already wasted enough of our time responding to the nonsense you have posted online. Our reply was more for the amusement of other businesses out there to let them know how you simply can't please everyone. As previously mentioned, we will focus our efforts on our customers who appreciate the skills and abilities of our highly trained technicians.

Wonder why ACD computer Repairs are so defensive??? What are they defending???