Their motto is "Free Diagnostics. No Fix - No Charge".
It says this on their business cards, but also when I called the company to confirm this, they said this as well. Don't believe this. They charge you money for looking at it.
I brought my tower PC in to have a diagnostics run on it as the computer wasn't running anymore. After a couple days, the owner called and said that it was in fact a Video card failure, but even if I wanted to replace the video card, he does not carry Gaming Video cards so is unable to replace it.
Disappointed, I went to retrieve my computer and was hit with a $20+tax 'labour charge'. Upon questioning this, and this would be contrary to their promise and advertising, the owner said "Well if we can't fix it, then its no charge like a part or something. But i can fix it, but i would replace with an integrated video card."
Well if you can't replace the video card, you can't fix it then can you.
Their slogan and which is not only misleading, but is also false advertising. Its not free diagnostics if you run diagnostics on it and then charge people for your labour.
I didn't want to argue with the business owner, but I want to make it clear I'll be filing a report with the better business bureau. Misleading Advertising & Deceptive Marketing Practices is an offence and its rather disappointing and shouldn't happen.
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Their Response on Oct 2nd: "...Yes we do free diagnostics but I spent extra time on your PC and opened a new video card box to test it with your PC. You didn't want me to order a new card for you. If you had taken to some one else they would have charged a lot more then $20."
Free Diagnostics means free diagnostics. Whether you spend 'extra time' or not. They're your stated conditions, not mine. Whether or not you feel you spent enough time on something, you don't get to magically change your contract conditions.
A pizza place saying "Free Pizza" doesn't get to just charge $20 and then say 'Well I know I said free, but you would have paid a lot more than $20 somewhere else". If its not free, don't say free. Misleading advertising is an offence. Its also a piss poor business practice and customer service.