claimed iconBusiness Response.01/06/2012
I am sorry to read about your experience with our company. I am ashamed you received sub standard service.
I want to make you aware of a couple of policies we have here at Nerds that may make up for our poor service.
1: We don't charge for repairs that don't fix your problem. What this means for you is we'll happily refund anything you spent with us. What this means in the future is please let us know when your computer is acting up. Sometimes your computer works great for us in the shop or while we are working on it, but when you start to use it for something we don't test, such as flash games or online movies, your computer starts working poorly. We try to check every function on a computer before it leaves our hands, but, on occasion, we might miss something. We'd love the opportunity to make your computer fun again.
2. If you aren't happy with our service, and don't want us to fix your issues, we'll pay for someone else to fix your machine. If we have betrayed your trust, we want to earn it back! If you were so mad at us you paid someone else to fix your problem, let us know and we'll cover the bill. We'll do this on top of refunding your money. We don't want you to leave us thinking we're the bad guys, so we'll do whatever it takes to win you back.
3. Your next visit is on us! If refunding your money, paying the bill you got from another shop, and our sincere apology makes you willing to give us another shot, the appointment is on us. We can set up your wireless network, tune up your machines, heck, even hook up that home theater for you, whatever you want!
We're crazy serious about our service. We have 15 locations in 4 states, but we still treat every customer like they're our only one. 25,000 customers a year choose us over national companies like Geek Squad or other big box chains, but we're also big enough to give away the store if we have to in order to win you over.
If you are willing to talk with us, please call us at 1-800-919-6373, ask for me, Merl, I am the customer service manager.
I am very sorry for your experience, and I want to do whatever it takes to make you happy. Please call me and let me know what I can do.