Complaints

This profile includes complaints for Special Touch Computers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Special Touch Computers

  8998 L St STE 205 Omaha, NE 68127-1400

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  Special Touch Computers

  108 W 2nd St STE 2 Papillion, NE 68046-2412

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:02/02/2024

  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 1/31/24, I went to this business with a ******* Pro stating that I had spilled a sugary liquid on it. They told me they would have to run an $89 liquid diagnostic on it. I said okay. They asked me if I had any applications installed. I said I had Microsoft Office. They asked if I wanted anything backed up if they needed to do so. I said no, I have most things on Google Drive.
  
  Despite this being a liquid spill/damage, they asked for the password to my computer, which I gave them.
  
  The next day (2/1/24) I get a text from their number saying the password doesn’t work. So I send basically every password I currently use and then say that if they can’t get in I want to pick up my computer. I get no response until they call and tell me the computer is damaged beyond repair and they can’t save any information saved on the computer. When I go to pick it up, I ask which password ended up working, and they admit they were never able to get into the computer, contradicting previous information. They still charge me for the liquid diagnostic fee.
  
  An hour later, I take the computer to another place that tells me they don’t need passwords to diagnose this type of problem and that it was ridiculous that I was charged. They also said this business does not even work with ******* hardware, though I was never told this. I now have to change all passwords since they’ve been texted.
  
  When I left a review, they told me I should have said something in person (even though I didn’t have all the information until visiting the second place) and tried to “recall” a thank you email. Since they gave me false information and didn’t even do the whole diagnostic, I don’t believe I actually owe them the fee. Or at least only part of the fee.

  Business Response

  Date: 02/13/2024

  Dear Better Business Bureau,
  
  Regarding the complaint filed against our computer repair
  company, we would like to provide a formal response to address the concerns
  raised by the customer.
  
  1. It is our policy to conduct a thorough diagnosis on all
  devices brought into our shop. This entails accessing the device, which may
  require a password for entry.
  
  2. Our free diagnostic service does not apply to devices
  with water damage. This is due to the additional complexities and uncertainties
  associated with such cases.
  
  3. We regret that the customer did not reach out to us
  directly before leaving a negative review. Had they contacted us, we would have
  been more than willing to address their concerns and find a resolution.
  
  4. We want to clarify that we do work on MAC computers,
  contrary to any implications made by another business. Any suggestion otherwise
  is unfounded and constitutes slander. We have a track record of successfully
  servicing MAC devices for our customers, and we take pride in our ability to do
  so.
  
  5. We encouraged the customer to contact Apple for further
  assistance, and we have documentation, both audio and visual, to support this.
  
  6. We have many satisfied customers, and our online reviews
  reflect the high level of service and satisfaction they have experienced with
  our company.
  
  7. As a company, we have been in business for over 10 years,
  providing reliable and professional computer repair services to our community.
  
  We take all customer feedback seriously and are committed to
  resolving any issues to the best of our ability. We value our reputation and
  strive to maintain the trust and satisfaction of our customers.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  Special Touch Computer Repair