flats ([info]flatspunk) wrote,
@ 2006-01-19 13:19:00
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aus-tex pcs in austin ripped me off
Company: Aus-Tex PCS Wireless on N. Lamar

My cell phone came up with an error "contact service". I went to Cingular who had me call AT&T Wireless who sent me to Nokia who referred me to the above company. I took my phone in, said Nokia referred me, they took the phone in the back for about 10 minutes, came out -- said they flashed the phone and it looked fine now. They charged me $30+tax for the flash ( a number I think this guy pulled out of his ass), but I thanked them (whew didnt have to buy a new phone), before I left I asked if there was a warranty for their service, they said 30 days. The phone would not make or receive phone calls, though the error message was gone.

I took the phone back the next day with my receipt and asked them to look at the phone or for a refund. They deteremined the phone was "bad" and refused to give me a refund. I argued with flunky #1 and asked to see a manager. 5 minutes later someone else came out (I didn't think it was a manager, but I was too pissed to ask their position or name). They told me that I asked for a flash service, I said no, I brought in a non-working phone, they flashed the phone and I left with a non-working phone and that there was a warranty attached to their service. They defended that they "fixed the problem I came in with" and that's what they charged me for. I told them I would take it up with my Credit Card company.

I can't complain to the BBB until I have names. :| I doubt Discover Card can help, but it is worth a try.

This happened Tuesday and I'm still fuming pissed about it.
Any other thoughts? I want my $30 back.

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[info]parsenome
2006-01-19 10:21 pm UTC (link)
You should be able to file a chargeback with Discover. You did not receive the service you paid for.

They'll give you your money back, take it back from the PCS place AND sock them with a $15-25 chargeback fee.

You might have to fill out some paperwork/write a letter to make it happen, but you should be able to do it. That's one of the beauties of using a credit card as opposed to a check or debit card.

(Reply to this) (Thread)

[info]flatspunk
2006-01-19 10:22 pm UTC (link)
yeah i just talked to Discover, going through the process now.

(Reply to this) (Parent)

[info]austexpcs
2006-05-23 06:04 pm UTC (link)
When the phone was brought to our shop it had a failure code already on it. You were refereed here by Nokia and demanded that it needed to be flashed. The phone was not under warranty so the POSTED FEE was $30.00. The flash did not fix the issue, and that is unfortunate, but posting derogatory comments is not good practice. We are a reputable company and are not in the practice of making our customers unhappy.

(Reply to this) (Thread)

[info]flatspunk
2006-05-23 07:13 pm UTC (link)
Not good practice? Maybe for you -- I am letting other consumers know of my terrible experience in hopes they take their business elsewhere.

I see you searched this out and I hope more people see my bad review of AusTex PCS. The service I received was rare and awful -- you did not even send a real manager out to speak with me. I did not demand the phone to be flashed -- it was AusTex PCS that chose to flash it as Nokia sent me to you since you are the only authorized service center in Austin. Posted fee? Posted where? The girl at the counter had to ask what to charge -- AusTex did *nothing* to try to help me in any-way or better the situation. The LEAST you could have done would have been to credit the charge to a new phone or TRY to find a way to keep me as a customer.

My experience with Aus-Tex PCS is limited, but I will not be returning for a second chance. Fortunately my credit card company took care of the situation on my end.

Try putting some effort into customer service instead of trying to quash reviews on the Internet 4 months after the fact. Pathetic!

(Reply to this) (Parent)(Thread)
Our Response
[info]austexwireless
2006-05-23 07:49 pm UTC (link)
I'm sorry you feel that way. You might want to consider something, though. When you pay someone for a service, it is generally for labor, etc. So, as long as the labor/service was done, the fee stands. It seems there was a miscommunication / misunderstanding somewhere but not necessarily with Aus-Tex PCS. You are definitely an unhappy customer and like I said, I'm sorry you feel that way. We are not the ones being difficult / slanderous. But, we will continue to defend ourselves since we did no wrong and if others are reading this review - they need to hear both sides of the story. You have a voice, I can respect that, and so do we, and I hope you can respect that as well. At Aus-Tex PCS we value our customers and I want readers to know that if they are reading this. I'd strongly encourage folks to come in and visit Aus-Tex PCS for themselves, you will see that customer service is what we thrive at. We are a small business and we love our customers and wouldn't be here if it weren't for our 1.8 Million customers trusting us with their cellular needs since 1998.
Thank you. Sincerely,
Sunny Zunker - Aus-Tex PCS Wireless

(Reply to this) (Parent)(Thread)
Re: Our Response
[info]stickyboy
2006-05-23 08:11 pm UTC (link)
I think the point he's getting at here is that the service didn't fix the problem, but rather caused more problems, and since you tout a 30-day guarantee, you should have at least been able to return the phone to the condition it was in when he first presented it to you, thereby freeing him to pursue other fixes. Failing that, a refund is an entirely realistic expectation.

My auto mechanic sometimes misdiagnoses a problem with my truck; when this happens he undoes any applied fix and either addresses the real problem or refunds my money. The fact that he'd performed a service intended to fix a non-issue isn't my problem when it was his bad diagnosis that prompted the service in the first place. That is customer service.

And suggesting that he's slandering you is dangerous. Slander, according to the law, is "communication of false statements intended to be injurious to a person's reputation." If you're going to suggest that he's lying about to for the purpose of injuring your reputation, be prepared to offer some sort of evidence.

(Reply to this) (Parent)(Thread)
Re: Our Response
[info]austexwireless
2006-05-23 08:29 pm UTC (link)
The customer asked us to flash the phone, we flashed the phone. This is a fact and this is what the customer was charged for. There is no 30-day guarantee on flashing phones. It is done at the time requested. Period.

We do offer refunds or store credits when applicable to customers if we find that there was an error on our part in service.

In this instance, we did exactly what the customer asked for and now are being publicly disparaged for it.

I think maybe the customer wanted his phone fixed?, or diagnosed? but that is not what he required of us. We have many times, that customers come in and they say, my phone is not working, can you diagnose/repair it? In this case, we diagnose/repair it. But, there are also many times, that a customer will come in and say, I need my phone flashed. In this case, we flashed the phone. It was not our misdiagnosis but the customers. We were never asked to diagnose!!!!!!

You can't expect us to read the customers mind and know that when he said flash my phone he might have meant fix it???

Sometimes customers take the "customer is always right" mentality to abuse businesses, take advantage of them, and get stuff for free and work the system. So, businesses have to be discerning and gauge the facts in all cases. Sometimes we offer refunds, and sometimes we don't based on the facts. I definitely feel that Aus-Tex right now is simply a target of anger from this particular customer. Thank you for your comments.
Sunny Zunker - Aus-Tex PCS Wireless

(Reply to this) (Parent)
Re: Our Response
[info]fnord
2006-05-23 08:29 pm UTC (link)
Maybe if you'd spend just the most minor amount of time actually working with your customers, rather than hunting them down on the internet to tell them it's their fault, you wouldn't come across as having crappy customer service.

I know, it's far fetched. I personally have a team of ninjas that do nothing but search the internet for slander to my name, and tell them their parents were unwed when they were born.

I pay competitive rates, just in case you guys are looking for work.

(Reply to this) (Parent)(Thread)
Re: Our Response
[info]austexwireless
2006-05-23 08:36 pm UTC (link)
That is so funny! lol No, we didn't hunt them down, a customer was looking for us online and told us this article came up when they searched our name.

We are defending ourselves b/c we feel we helped the customer in performing a service he asked us to do and that obviously he wanted for free b/c he didn't want to pay for it. There are some people like that in this world.

Thanks,
Aus-Tex PCS

(Reply to this) (Parent)(Thread)
Re: Our Response
[info]fnord
2006-05-23 09:18 pm UTC (link)
Still. What is this accomplishing?
You're playing he-said-she-said, and you're further damaging your reputation.
Who would want to patronize an establishment who argues with its former customers? On the internet of all places?

I personally consider $30 pretty cheap to keep a customer. Is this harangue worth more than that?

(Reply to this) (Parent)(Thread)
Re: Our Response
[info]ridley_j
2006-05-23 09:33 pm UTC (link)
I don't think they're damaging their reputation. I liked hearing their side of the story. Makes it not so biased.

(Reply to this) (Parent)(Thread)
Re: Our Response
[info]fnord
2006-05-23 11:14 pm UTC (link)
Nice.
It appears you've created an account just to reply to this.
The same as austexwireless.
So now it looks like you're actually coming from the same place.
Remember kids. Credibility first, then argue.

Keep going. This horse won't beat itself.

(Reply to this) (Parent)
Re: Our Response
[info]flatspunk
2006-05-24 01:38 am UTC (link)
You're trying so hard to take some kind of high road. And it is too little too late. Defend all you want, I got the refund I feel I deserved, but from my credit card company. Get over yourselves. Good bye.

(Reply to this) (Parent)

[info]lenno_cornish
2007-10-25 10:20 am UTC (link)
Man, your story is classical and fun for our capitalistic society:) So - what is your situation now? As for Discover Card - try something at http://credit-card-analyzer.com There are some

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