Mijn Klacht:

Dear Klacht.nl,

I brought my PC to the office of ComputerHulp to install the new Windows as the system crushed.
– I was informed by phone that checkup is free and the price to install Windows is 54 eur/hour. It takes 1-2 hours to install it.
– I brought my computer to their office. Anass, technitian, called me back saying he managed to save all my files but he spent a lot of time to identify the problem and he still needs 1,5hours to install Windows, so I have to pay for 3 hours work – 160 eur.
– I agreed to pay 2 hours work only – 108 eur but he told I still need to pay BTW (what also wasn’t informed), so in total – 130 eur. I needed my computer urgently and I agreed.
– Next day, when my PC supposed to be ready, Anass wasn’t at the office.
– Day after Anass told me I have to wait still 5-6 days or more. I told him I cannot wait for such a long time, we agreed that I take my PC back, though he was trying to keep it.
– Immediately after he called me back, saying that PC would be done in less than 30 minutes (he didn’t need 1,5h anymore). As I was already very upset with the service, I refused.
– In 15 min I picked my computer up. When I opened it, surprisingly Windows was installed! but all my files were lost, including important documents. On the next day Windows crushed again.
– I called their office several times but Anass was refusing to provide the email address of the boss. After sereval attempts I reached another colleague who gave me the email.
– I sent complaint to the boss, Perry Trienekens, expressing all my dissapoinment, asked politely to give my files back.
– He answered that he is aware of this issue and that there were a lot of problems with my PC: to backup data, to install Windows, to get the hard disk out of the machine,they needed a special disk from Acer because of old system of my PC etc.
– My PC is 2 years old only, still I called the master who previously installed Windows on the same PC and he laught at my face, he confirmed my PC is absolutely standard and he never had problems with it!).
Besides that, Perry Trienekens wrote:
“A backup of the files is still available and can be placed on a USB stick. Data recovery costs 98,01.”
and
” It is difficult to say what the problem is why Windows is crashing again. To diagnose that we need the computer back again for testing (normal service rate applies).”
– On their website it is written that diagnose is free! http://www.020computerhulp.nl/
I wrote that I consider their actions to be illegal and they might require attention of Consumer Union (Consumentenbond) and social media channels. I asked again for my files back.
– They replied: We call it recovery of information. If a customer don’t wish to use this service we automatically delete the data after 14 days after pick-up to be in line with privacy organisations like Consumentenbond.
– I picked my PC up from their office on 6th of February. They are going to delete it 3 days!

If I resume all described above::
– The diagnosis of my computer was not done (as their employee failed to explain the problem)
– I was asked to pay for the time needed for diagnosis although their website says it is free. Fortunately I didnt pay it because I picked up my PC on time.
– I was provided with the total price with no proof or information about their diagnosis
– My computer was never fixed within the promised timeframe
– My personal data is being kept by their company illegally and they blackmail me asking money for it. And now threating to delete it.

Gewenste Oplossing:

I need my personal data back by 19th of February.