This action might not be possible to undo. Are you sure you want to continue?
1224 Point Ave -- San Mateo, CA 94401 Corporate: (232) 123 - 4566 Fax: (232) 123 - 4567
June 12, 2011 Mr. Stanley Pickersnit 2005 Rutledge Street Madison, WI 53704 Dear Mr. Pickersnit:
We have received your letter dated December 1, 2009, and would like to thank you for contacting Goliath Computer Systems about the failure of your computer¶s battery system. I can certainly understand the frustration you have recently experienced and will do my best to assist you. After reading your letter, my understanding is that you initially experienced some minor malfunctions with accessing banking software, and then further experienced multiple hard system crashes (blue screen of death). Having experienced these issues, you began contacting customer service, who in turn forwarded you to our in-house technical support. In answering your support request, repair technicians diagnosed your issue as stemming from a faulty bios battery. The technicians later informed you that this repair was not covered under any warranty, and that you would be required to perform the on-site repair on your own. I also understand that, because of your previous warranty, you are requesting we send a technician out to your location to perform the repair. Goliath Computer Systems extended warranties are good for three years following the expiration of the manufacturer¶s initial one-year warranty. The combination of these warranties would provide coverage for a total of four-years following the purchase of your machine. Unfortunately, your warranty (Contract # 44223BC) has been expired for nearly six years. Furthermore, even if the warranty was active, we do not provide on-site support for parts that are considered routine maintenance. If you refer to your warranty contract, in Section 5.1 ³Parts Covered,´ you will see that the battery system is specifically mentioned as a part not protected or guaranteed by the warranty service. Many computer parts are expected to wear during normal routine use; the battery is one of these parts. Just like the battery in your watch or T.V. remotes, the batteries utilized in a computer do not have an infinite charge. The depletion of a battery¶s charge is considered routine wear and tear, and responsibility falls to the computer owner for its replacement. However, in the interest of providing you service, I will continue to extend an offer of phone support and provide you with a direct contact to a lead technician, who will be happy to walk you through the procedure step-by-step. For your benefit, John, a Technical Support Supervisor, may be reached at 1-800-262-4000 Extension 202. Also to your benefit, we will continue to extend our offer of mailing you a replacement battery ± free of charge. If you do not wish to utilize phone support, there is a video of this procedure located at: Http://www.youtube.com/watch?v=6k60KFEzTjg , which you may review at your leisure. Sincerely,
Tancred Worley CEO, Goliath Computer Systems