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:09/10/2024

  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.

  In late June I took my new computer to A2 Computer for them to transfer all my data from my old computer. On July 3, I picked it up and paid them $350. We agreed that they would organize the data. I then paid them another $300.00 on a week later. I am unable to use this computer. I cannot get into any of my programs. I cannot find any of my documents, some of which are the chapters of a book.Most computer companies charge less than $200.00 for data transfer. I just wanted the job done.

  Business Response

  Date: 11/01/2024

  Dear ***** ********,

  Thank you for sharing your feedback. At A2 Computers, we take pride in delivering high-quality service,and we appreciate the opportunity to clarify your concerns.

  After reviewing your case, we want to emphasize that the work was completed in accordance with the services you requested:

  On July 3rd, you brought us your old HP laptop, requesting that the files and data be transferred to the
  new MSI laptop you also brought in. Unfortunately, the drive in your HP laptop was on the verge of
  failure and did, in fact, fail during the data transfer process. The data was in a corrupted state, requiring
  the use of specialized recovery software to extract as many files as possible. This situation turned a
  straightforward data transfer into a data recovery job.
  While our standard data transfer service is priced at $120, this assumes the original drive is fully
  functional. Since additional recovery efforts were necessary, the total cost for the job increased.
  However, we provided a combined services discount of $120, bringing the final cost to $650despite
  the fact that data recovery alone typically ranges from $700 to $1,300 at other repair shops.
  Upon your approval, we proceeded with the recovery and organized the salvaged files into a single
  folder within the "Documents" section of your new computers drive. We explained the situation to you
  in detail, noting that some files were unrecoverable due to corruption and that the applications from the
  old system could not be transferred.
  We also informed you that the programs and software you used on the old laptop would need to be
  reinstalled manually on the new system, as application files cannot be transferred from a non-functional
  drive.
  You mentioned experiencing difficulties using the new MSI laptop because it runs Windows 11, an
  operating system that may differ from what you were accustomed to. To assist, we offered an onsite
  support service to walk you through Windows 11 and the **************** suite. However, since you
  declined that offer, any challenges with using the new system or operating system would fall outside the
  scope of the services we provided.
  We are confident that we fulfilled our obligations professionally and transparently. If you have any
  further questions or need assistance locating your recovered files, please dont hesitate to reach out.
  We want to ensure you have everything you need moving forward.
  Thank you again for your business.
  

  Sincerely,
  

  **** ****
  A2 Computers
  **************

  Customer Answer

  Date: 01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I reject the response offered by the above.
  
  My complaint includes:
  
  1)They lost my power cord and I had to purchase another one.
  
  My external drive was not properly copied.
  
  I had, on my computer (and on my external drive) completely organized folders . For example: Folders named Professional, Writings, Writings 2, Personal, etc.
  
  Within those folders were documents For example in the professional folder are documents named **** ***, ***** *****, etc. In  the ***** ***** document are notes on each session.
  
  Also, all my professional papers are not accessible. I was scheduled to present a paper in October. Brochures were published, etc. I was unable to write the paper because I could not access my files/folders.
  
  When I received my computer back I found that nothing was organized. Everything is separate. For example: For ***** ***** I find every individual note separate (NOT within a document and the document is not within a folder).
  
  This is not workable at all. I am still trying to figure out where all my work is.

  I called A2Computer a week after I picked up my computer from them. I told them I was having difficulty and asked for some help. I did not receive a response from them until AFTER I submitted the complaint.
  
  I have spent numerous hours trying to clean up my computer data and am still unable.
  
  Regards,
  
  ***** ********