Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:23/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 30, 2022,
  Tick Tock Technology Services
  **** **** *** ****** ****** *** ******** ******** ***** ********,
  (May or may not be registered separately throughout Canada.)
  *** ******* Is the name of the Technician at TICKTOCKTECH, who did contract with me to provide computer repair services. The computer system after having been repaired is not working to it's full capacity and now has new and different problems resulting from poor service. When questioned the technician(s) at TICKTOCKTECH did say that if I wanted he would come to fix the computer, but it was understood by me that he intended to charge me further. Completely ignoring and negating their sales pitch, as listed on their website of "Money Back Guarantee". Subsequently, this company has chosen to ignore and block my calls, as well as not correctly inform me beforehand that they are recording phone calls.
  
  It was only when I sought out a different service technician from a different company that I found out about the hardware incompatibility situation that TICKTOCKTECH has created for me, and subsequent hardware problems resulting from TICKTOCKTECH's lack of service or customer satisfaction.
  
  This Technician was well aware that I am an elderly person, and that my knowledge of computers and technology is limited. He told me that he would give me a very good deal, then charged me $380, while other companies are charging $230, $250, and $270 for the same service.
  
  As they have said, their work is guaranteed, and I would like a full refund so that I may find another company that may correct the issues that TICKTOCKTECH has created for me.
  
  
  Regards,
  ******* *******

  Business Response

  Date: 03/01/2023

  After reviewing Mr *******’s written complaint, our technician’s response to Mr *******’s complaint and our own TickTockTech paperwork including:
  -The System Evaluation form signed by Mr ******* (authorizing the work to proceed)
  -The Work Order form signed by Mr ******* (approving of the work performed)
  -The fact that Mr ******* paid for the work performed  
  
  I am 100% confident that Mr *******’s technician *** ******* followed industry standard computer repair protocols and TickTockTech policies/procedures (as they apply to computer repair), and successfully repaired Mr *******’s computer.
  
  Because the service is performed onsite, I feel that Mr ******* would not have signed the System Evaluation, the Work Order form and then paid the technician unless Mr ******* was completely satisfied with the work performed (Would you pay your carpet cleaner if you noticed he/she did not perform the job correctly? Would you pay your locksmith if he/she was unable to open your car after you locked your keys in? Would you pay your plumber if he/she performed their work far below the standards you were quoted?)
  
  TickTockTech is the only onsite computer repair company in Canada that provides a Money Back Guarantee. All clients are verbally informed twice of TickTockTech’s Money Back Guarantee, once during their initial communication with our call centre and then a second time by the technician during his/her initial communication with the client (the details of TickTockTech’s Money Back Guarantee can also be found on our website and on the reverse of the TickTockTech Systems Evaluation and Work Order forms). Mr ******* did not invoke the TickTockTech Money Back Guarantee which reads as follows:
  
  “If for any reason you are not completely satisfied with TickTockTech, cancel within the first half hour of the scheduled service and do not pay! Period.”
  
  Jobs at TickTockTech are handled as follows:
  -Upon completion of each job milestone, the technician hands the Work Order form to the client asking the client to initial next to each one.
  -Throughout the job, the client personally witnesses all aspects of the work being performed and is encouraged to ask questions.
  -At the end of the job, the technician hands the Work Order form to the client asking them to sign the form thus approving of the work performed.
  -The client then pays the technician the amount shown on the Work Order form.
  
  
  Complaints at TickTockTech are handled as follows:
  -The client is offered the cell number of the technician who performed the job.
  -If the client does not wish to resolve the complaint with the technician, the client is asked to submit their complaint in writing.
  -The client can submit their written complaint to our main email address [email protected] or they can fax it to us at ***** ********.
  -Once we receive the client’s written complaint, we forward the complaint to the technician asking them for their side of the story in writing.
  -The whole process from when the client’s written complaint is received to when we receive the technicians side of the story in writing, generally takes less than forty eight hours.
  -Once I have the client’s side of the story in writing, the technician’s side of the story in writing, and I have in front of me the client’s signed System Evaluation and Work Order forms, I personally review each complaint.
  -If TickTockTech made a mistake, we’ll offer the client a different technician to remedy the mistake or we’ll offer the client a full refund.
  -If I am 100% confident that the technician followed industry standard computer repair protocols and TickTockTech policies/procedures (as they apply to computer repair), and is not responsible for the customer’s complaint, the customer is sent a notice of said decision in writing.
  
  Ninety five percent of all complaints we receive at TickTockTech result from customers going back into their computers after the technician leaves and doing exactly the same thing that got them into trouble in the first place. They will then resort to using the *** as a “tool/weapon” to blackmail us into providing free, never ending tech support.
  
  TickTockTech is one of the largest provider of onsite computer repair services in Canada servicing over seven hundred customers a week. The number and type of complaints that TickTockTech receives are not unusual for a company of our size and for the industry that we’re in.
  
  Please update your records to reflect that we have responded to Mr *******’s complaint.

  Customer Answer

  Date: 16/01/2023

  
  ***** ******* ******* ****************
  ***** ******* ******* *** **** **** **
  *** ***** ******* **********************
  ******** *********

   

  On November 30, 2022 my computer was slowing down, so I called TickTock Technology Services and they sent me a technician named *** *******, BSc. As he could see I am an elderly person and I mentioned to him, “I am on a lot of medication.”, and “I don't know very much about computers.” He said that he had to take my computer to the office and bring it back in two days. I don't know about pricing but he said it was $384.00. The SSD was slowing down my computer, he said he would give me a very good deal. I inquired about the cost of a battery replacement as well, he told me, “$100.00. $50.00 for the part and $50.00 to install it.”

  When he left, I spoke to a friend and he told me that the price is far too high. So I phoned several computer repair companies and they told me $230.00; others, $260.00, $270.00, and $280.00. When Mr. ******* brought the computer back, I asked him and he said that everything was fine. I felt very sick that week so I never touched my computer. Once I did, the speed of the computer was good, but the sound (volume) would go up and down, that is to say lower and higher, on it's own. Secondly, I never had a problem deleting an email or otherwise. Now, sporadically, I have to click multiple times to get a response from my computer.

  For a technician that has a BSc., he brought me back my computer with problems. As I said I was not feeling good, yet one week later I told him about the problems and he said, “Do you want me to come down?” That to me meant that he was going to charge. If he said, “I'll come down and fix it.”, they I would have known that he would have done it with no charge. There has never been a conversation between us that was heated or aggressive, only compassionate and understanding. Also, merely at the end of the conversation, he told me that he had recorded the phone call.
  I phoned several computer repair companies, they've never heard of anything like that. And some also said that he was trying to cover himself, in a devious way, to cover up his mistake. I then phoned TickTock Technology Services, and they have since blocked my calls. I phoned some other companies and they found it very strange. What is supposed to happen is all companies would give both sides the opportunity to explain their situation. Especially elderly people should beware of TickTock Technology Services, and better still to have somebody that knows computers to place their trust in instead of TickTock Technicians.

  Mr. *******, how do you sleep at night exploiting elderly people?

  
  
  

  Sincerely,

  ******* *******

  
  

  Business Response

  Date: 16/01/2023

  We take offense at your suggestion: "how do you sleep at night exploiting elderly people?" You signed a legal contract with TickTockTech (see attachment), received the service, paid for the service and then “wish to remove the money from our till?”
  

  Again, I bring your attention to the attached signed System Evaluation form (containing your initial and signature) AUTHORIZING us to proceed with the repair.

  Again, I bring your attention to the attached signed Work Order form (containing your initials and signature) APPROVING of the work performed. Ant then to top it off, you paid us for the work preformed.

  Why would you sign the System Evaluation, the Work Order form (both of which are legal contracts) and then pay the technician unless you weren’t completely satisfied with the work performed? (Would you pay your carpet cleaner if you noticed he/she did not perform the job correctly? Would you pay your locksmith if he/she was unable to open your car after you locked your keys in? Would you pay your plumber if he/she performed their work far below the standards you were quoted?)

  Your actions are identical to signing *********’s contract, receiving *********’s service, paying ********* for the service, and then removing money from *********’s till a week later because “you weren’t happy with the service you received.”Tell us why here...