1010 Computers, LLC, McDonough

Hello Mr. Miller: Our records show that you purchased a Groupon voucher for a virus removal/clean-up. The voucher clearly states, the service does not include data back-up it was still purchased so you are correct in that we quoted you for the additionally needed data services. You even called ask verbally asked about the additional data services prior to bringing in the device. ***04/19/2017 @ 1:26PM-EST*** The desktop computer was checked in under Ticket#1877. The issues you listed on the check-in form were as follows "Viruses -- Unable to access internet". The device was checked in, a full diagnostic performed and you were sent the test results via email showing that your 1010Tech confirmed what you initially stated. The device was infected with viruses. ***04/21/2017 @ 3:13PM-EST*** The viruses were successfully removed and the device was tested several times by your 1010Tech, a supervisor, and then again with YOU at pick-up (on as we do with all of our guests to allow them time to ask any questions they may have. You signed the checkout form that clearly states "The device has been checked in my presence and I confirm the issue has been resolved." The internet was tested in your presence at this point. You requested the FREE anti-virus program was removed to allow you to install your "Total Defense" program which was performed as requested. You took the device home happy. ***04/26/2017 @ 11:04AM-EST*** Our records show you called in and advised the internet was extremely slow, producing a spinning circle and the device would not power down. The 1010Representative followed protocol and asked that you bring in the device for further inspection into your issue(s) and agreed to do so. ***04/27/2017 @ 2:13PM*** You arrived into the repair center today and upon testing the device at the front counter in your presence, the computer worked flawlessly when connected to our internet. The device was also power cycled several times with no issues. The mouse and keyboard were then turned over to you to test the device further and you visited the website where you watch your TV shows and the device still worked perfectly fine. At this point, you asked about the possible reasons it would not work at your house and we stated that due to us having never been to your house and having no knowledge, that is something we cannot answer. We can only recommend that you continue to test, check with your internet service provider, and possibly buy an external WIFI adapter to use in the meantime in an attempt to help you figure out a resolution. You then asked about changing back to Windows 10 after you requested we revert the device back to Windows 8 during the approval phase. You were told that due to you verbally requesting the device be repaired with Windows 8, we would have to charge as granting your request would require we perform the repair again when it appears to have no issue in our repair center. This was the point where you were not happy with the fact that we could not resolve an issue that did not occur at all in our repair center meaning it is more than likely related to your home internet. We even offered to print out the entire report log and recommended you get a 2nd opinion if you feel we missed something or did not perform a task correctly and you declined that option. At this point, there was no other way to explain, our services does not include guaranteeing your device will not have issues with your home internet. It appears you have multiple issues. The first being viruses and a possible home networking issue which we are unable to repair. Again we apologize you are not satisfied with the service but we stand behind/guarantee our work greatly, which is why we have the extremely high review rating we have on every platform. We simply cannot control your home internet and that appears to be the issue and cause of your negative review. Thanks! -1010MGMT