Technician X, Inc.

At TechnicianX we take the tracking and handling of all customer computers, chargers and other peripherals very seriously. The aforementioned laptop was picked up on 10/30/23 after work was completed, the quality of which is not being questioned. Two weeks after pickup of the laptop, the customer returned and accused us of giving them the wrong charger and we stayed open late to accommodate the upset customer who came in with the charger they had been handed back. After a brief discussion and declining all good faith options we offered, the customer left with the same adapter. Evidently between then and now the battery of the laptop allegedly stopped working according to the review, however we cannot independently verify this.It is company policy during a computer drop-off that a printed out & signed check-in form is attached to the computer itself, and a small round sticker is affixed to all chargers & peripherals with the Ticket # written on it in pen. The stickers are attached on ALL chargers without exception and use strong adhesive; they often stay affixed for many years. It is virtually impossible for the sticker to have fallen off accidentally and been attached to a different charger while in our possession. The adapter that the customer brought back to us still had that sticker attached with the Ticket # matching her computer in our database, as expected. Furthermore, I categorically deny any accusations that our staff willfully tampered with or replaced customer equipment with the intent to deceive. Again, we take tracking, labelling, and returning all of a customer’s original equipment very seriously.To address the accusation that this alleged swapping of adapters killed the laptop battery, it is highly implausible. A laptop battery being discharged or intermittently charged for a few weeks would not be sufficient abuse to damage or kill it. I would also like to point out that the laptop in question was over 5 years old, at which point batteries can naturally fail from normal wear and tear. Board level voltage regulators in laptops ensure that the power from the adapter is suitable for charging the battery and will refuse bad current. The accusation being leveled that we knowingly swapped a faulty power adapter which caused the laptop battery to fail is based on flawed understanding of the technology. Batteries are also replaceable and often inexpensive; however, the customer declined our offer to look at it.Despite the fact that the adapter that was returned the customer was clearly the same as the one that was dropped off, we offered 3x further options in good faith to try to appease an upset client. First, we offered a replacement adapter out of our used/tested bin of adapters. Second, we offered a brand-new HP brand adapter from the shelf. Third, we offered to diagnose the battery under warranty at no charge. All three of these offers were rejected outright.In summary, we did not knowingly replace the customers charger and strongly deny that accusation. Between strict adherence to company policy regarding item labelling & tracking, and from interviewing the employees involved, I conclude that the possibility of accidental misplacement has also been effectively ruled nearly impossible. Finally, we offered the customer a further free diagnosis of the battery and a new adapter, neither of which we had any obligation to do, but again did out of good faith. We deny the accusations, we performed our job correctly and returned the same equipment that the customer dropped off and were denied any opportunity to make the client happy after the fact.