[Customer Satisfaction is a priority at Flash Tech. We tried for over three days to contact the customer before posting our response. The customer’s only response is that he refuses to answer our questions. The simple explanation is the computer came in with no visible data and left Flash Tech with visible data. Below is a thorough explanation]
The customer brought a computer with an “Unmountable Boot Device” error. We also saw this error. We ran a simple hard disk scan (which normally fixes this issue). We ran further scans and determined the hard drive was failing and had multiple errors. We informed the customer of the multiple drive errors and that it will take some time for the scans to finish. We did get approval for the 2nd hour of service, and we told the customer that any additional scans will not be charged.
The customer kept returning to the store to get a status. We told him these scans will take time because of his failing hard drive, but we are working on it. Multiple times, he kept insisting he is very knowledgeable because he has a PhD in a computer field and has access to an IT department. He told us this problem happened multiple times before, and they were able to fix it. This made us wonder why they could not fix it this time. Over 2 days, we kept trying to explain to the customer his situation, and we kept reiterating the additional work was not being charged, but it will take some time. We ran scans to repair the boot record, file and partition tables and surface errors on the hard drive and the scans were successful.
We told the customer his drive needs to be replaced. We also told the customer how to access the data when he returned home. All of this is written on the customer’s receipt. Before his review, the customer did leave a phone message that he is replacing the hard drive, and that he was able to access his data. His data was accessible because of the work Flash Tech provided.