Computer repair plagued by invalid key code

Computer repair plagued by invalid key code
COMPLAINT: Shirlee Kellogg, Laveen, Ariz.

"I hired Aztek Electronix's owner, Ken Butters, after my laptop zonked out when I tried to install a Windows update.

"After picking up the computer, I thought everything was fine, but then I noticed I was getting alerts that Windows was not activated.

"After checking into the matter, the computer reported that the activation key code had already been used and that I needed another key code. I called Ken and arranged to bring the computer to him to correct the issue.

"He installed another key code. He was in the middle of moving and didn't have Internet access, so he couldn't check to see if the code worked.

"After I got home, I received the same alert. Ken said he would call me back with a different code or give me my money back, but I haven't heard from him since.

"At the beginning of this ordeal, I lost everything on my computer, which was a major inconvenience. Now, in order to correct this situation, I will again lose everything on my computer."

DESIRED RESOLUTION: "Ken should refund my $150. Actually, I would rather have the computer fixed than the $150."

COMPANY RESPONSE: Ken Butters, owner, Aztek Electronix, Gilbert, Ariz.

"The customer represented the situation as an emergency, yet I neither charged her the $1 per mile charge (if driving more than 20 miles away), nor did I charge her the rush service rate.

"I actually reduced my rate, as it sounded like she was in a bind. I finished the project quickly but found out later the appropriate (fully licensed) key code had been packed in storage, as I was in the process of moving.

"When the customer informed me of the problem, I bought another key. To make matters worse, the key code replacement appeared initially to be valid, but turned out not to be the case.

"The next day, I was rushed into emergency surgery for my lower back and have had three more surgeries since, and am barely able to walk.

"I still have some new, valid and legal licenses for Windows XP and Office 2003, which I would be happy to use to repair the customer's computer.

"I have been bedridden and unable to sit in front of a computer, so I deeply apologize for the delayed response."

STATUS: Stalemate

Editor's note: The member did not accept the service provider's counteroffer of reinstalling the programs without a refund.

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