a2b technologies inc. - a2b PC Repair

"We (a2b technologies-a2b PC Repair) have been doing corporate and residential services in the tri-county area for over 10 years; a2b has never had a negative experience with a customer that could not be resolved. Our company philosophy has always been that the customer comes first. In this case, the comments left by this customer were unfair and unfounded. The a2b technician sent out was an experienced professional with A+ Certification and many classroom hours. The following had occurred: Customer scheduled a service call to setup a home network at $95.00 for the hour; we promptly arrived at customer location and completed the task to his satisfaction. He then asked that we transfer a large volume of data, which we told him it would take 8+ hours. We also told him there would be an additional charge if it goes beyond the hour that he paid for. He indicated that he did not want to pay us for the extra time to transfer this data. We also offered that he could bring the systems into the shop and charge him a flat transfer fee which would be cheaper than staying onsite to wait for the transfer to complete. The scope of the job when it was setup was to network all the computers and did not include a data transfer. Data transfer onsite is not practical due to time and cost. As a customer courtesy, the transfer of data was setup to run without us there and customer would take care of the rest to finish the job. The customer then called back the following day and asked us to perform another service call to complete the job. We informed the customer that there would be a service fee if we came out again; at this time, he became irate, and thought it was unreasonable that we should charge for our time. We kindly proceeded to then tell him that we could not help him without a service fee. We explained to the customer that our technicians are paid hourly and that there are additional expenses that are incurred with an onsite service."