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Originally Posted by This'nThat
If the "diagnosis" is found to be incorrect, was it a diagnosis or simply an incorrect opinion by an incompetant employee? I say -- it wasn't a diagnosis, and a refund should be given.
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Well, you're basically paying them for their opinion.
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If the diagnosis had been correct, and the customer didn't like the suggested repair option, then no -- a refund is not warranted. But in this case, the store didn't provide a correct analysis. Therefore, the diagnosis was faulty. Therefore, the store doesn't deserve to be paid.
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Of course, had he allowed them to service it, they might have found the actual underlying issues and resolved it. Since they were never given that option, you'd have a hard time proving that he is really due a refund. Computer diagnostics can often be difficult and non-obvious.
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And I don't think this is similar at all to the bookstore thread. The conditions here are different.
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My point is like Innisfree's policy, I'm pretty sure Same Day has a similar "no refunds for diagnostic services" sign or clause that the customer is made aware of before completing their transaction.
Perhaps after you're done writing to Metrocast you should take up a protest against Same Day Computer.