We would like to response to the review Kay J***** filed with the BBB.
My name is Sammy W***, owner of Universal Systems since 1989
[email protected], Office 801-746-6223, Cell 801-918-6823
Background:
• Mr. J***** called on 04/15 and talked to Benson, our Lenovo service technician, for about 30 minutes about the problem with his Lenovo All in One computer, which is out of the warranty from Lenovo. The All in One computer is almost 10 years old (according to Mr. J*****)
o The main complaint is the computer is running slow, and we stated that the computer can run slow due to spyware/malware, or the hard drive may be starting to have errors given the age of the computer.
o Mr. J***** thinks it is the hard drive and wants to purchase a replacement drive and clone the old drive to the new drive. He wants to drop it off and pick it up on the same day because he lives far away. We told Mr. J***** that we could not guarantee he can pick up the same day. This is because the time to complete depends on the hard drive's condition and the size of the hard drive for the cloning and data transfer.
o This is when Mr. J***** raised his voice and questioned why it could take so long to do the task and refused to believe it could. No matter how we explain to him, he would not accept that it could take that long. (I believe this is the time he starts to accuse us of incompetence.)
o We also told Mr. J***** the service queue is first come, first serve, and we can only finish the existing service queue before we can start a new service.
o Even after we told him the service is first-come, first-server, he shows up the next day, 04/16, with his computer and expects to have it done the same day.
o
o One of our associates helps to check in the computer for him. Mr. J***** was upset when he walked in the door, and commenting on how unhappy he was with our service department. When our associates asked him for more info, Mr. Jolley starts to get impatient and raises his voice.
o Mr. J*****’s rude behavior had left the associates very uncomfortable. That is the time I took over on dealing with Mr. J*****
o I asked our technician to begin visual inspection and diag on the hard drive, before finishing the backlog of services.
o
o The technician used the diagnosis software to confirm the defective hard drive.
o The technician indicated that the upper left-hand corner of the computer has a crack and could worsen if we open the back of the computer (All In One’s require the casing be pried open). I sent photos of the crack to Mr. Jolley before I gave him a call to ask for his consent to attempt to open the back to replace the drive, with the understanding that further damage could occur in the process.
o He said he did not receive the pictures; I resent the pictures 3 times with my personal cell phone and Mr. J***** still said he did not receive that.
o I told Mr. J***** the situation and asked for his consent. His answer was, “Just be careful.” I repeatedly said to him that no matter how careful we can be, this still could worsen. He refused to take that answer and said: “Just don’t treat that as a plywood and be careful.” I repeated that no matter how careful we are, it still could worsen.
o At this time, Mr. J***** started to use the f-word, “just fix the fxxxxxx computer,” “fxxxxxx unbelievable.” Mr. J***** has been using foul language throughout the conversion. I repeatedly told him that I do not appreciate being spoken to with foul language, but that did not stop.
o At this point, I told him that if he believes we are so incompetent, he should not have us fix his computer. But he repeated, “just fix the fxxxxxx computer.”
o Finally, I believe that I have to tell him we cannot fix his computer, and he can pick that up before 4:00 pm because we closed at 4:00 pm.
o Mr. J***** never used our company before. We never charged him any diag fee.
o Mr. J***** said we are dishonest. We told him all the truth, but he just did not want to accept that
o Mr. J***** said we are evasive; We do not know how we are evasive based on this interaction.
o He was unhappy and untrusting of us from the beginning; why would he want us to service his computer?
o Mr. J***** said I was unable to understand the English language – I am Chinese from Hong Kong and has been in USA for 45 years and have BS/MS degree in Mechanical Engineering. I believe I can communicate well enough.
• We did not service the computer because Mr. J***** never gave us the consent/waiver. If “just be careful” and “just fixed the fxxxxxx computer” is consent/waiver, maybe my English language skill needs improving.
• We disagree with Mr. J*****'s assessment and the review of Universal Systems, Inc.