geek4hirellc
Member
- Reaction score
- 1
- Location
- Baltimore, Maryland
Hello my TN friends 
I recently had to enforce one of my contracts with a dentist office. Basically, our phone lines do not ring until 9am and cut off at 6pm for business support. I recently changed my cell phone number because too many clients were just calling my cell phone instead. Well, the bottom line is that I was in Morocco, getting married to my now wife, and my head tech was handling most business operations while I was gone.
He informs me that somehow the dentist got his personal number (probably saved it when he called in the past) and was blowing up his phone at 6am and did not leave a message. Obviously he did not answer it. Finally, he called back at 9am, and was told that they would call back. At 11am, they called , and informed us that since we didn't answer, they brought in another IT company.
The problem was that their server hard drives all failed, literally at the same time. We had multiple backups, and when we arrived (literally about 45 minutes after they called the office number), we found that all of our GFI agents were uninstalled, and the backup hard drives were completely wiped clean.
The IT company that they called out, insisted that we did a "very bad job" setting their network, server and workstations up. He informed the doctor that the hard drives crashed and there were no backups set up. That the data recovery would cost thousands of dollars. At this point, we knew he was intentionally trying to make us look bad so we immediately took the crashed server back to our office and to our surprise was able to recover the entire data partition! We also noticed that the COA sticker was no longer on the server...
We delivered the data (with nothing as much as a thank you) to the new IT company, informed the doctor that we could not do anything else and handed him his final bill. Obviously, he is refusing to pay. Now he is calling us on a regular basis with "issues" that are "our fault". The main issue is that the COA sticker is off, which we have a feeling the other IT company took it and he is finding excuses left and right to blame us.
Bottom line is that he is convinced that we are at fault, and whenever we tried to reason with him he begins screaming at us. Our contract clearly states that any unauthorized service to the equipment covered under the agreement would void our contract and additional work would be billed at our normal hourly rates. Keep in mind that he was now calling ME on my cell phone, while roaming in another country on my wedding day. Pretty much ruined the day for me...even though it all turned out to be a good wedding in the end
Am I now in the wrong to ignore his phone calls now that I am back in the states, and gave him my final report on the entire situation and why we will no longer support him. Especially since he has a past due balance.....
I recently had to enforce one of my contracts with a dentist office. Basically, our phone lines do not ring until 9am and cut off at 6pm for business support. I recently changed my cell phone number because too many clients were just calling my cell phone instead. Well, the bottom line is that I was in Morocco, getting married to my now wife, and my head tech was handling most business operations while I was gone.
He informs me that somehow the dentist got his personal number (probably saved it when he called in the past) and was blowing up his phone at 6am and did not leave a message. Obviously he did not answer it. Finally, he called back at 9am, and was told that they would call back. At 11am, they called , and informed us that since we didn't answer, they brought in another IT company.
The problem was that their server hard drives all failed, literally at the same time. We had multiple backups, and when we arrived (literally about 45 minutes after they called the office number), we found that all of our GFI agents were uninstalled, and the backup hard drives were completely wiped clean.
The IT company that they called out, insisted that we did a "very bad job" setting their network, server and workstations up. He informed the doctor that the hard drives crashed and there were no backups set up. That the data recovery would cost thousands of dollars. At this point, we knew he was intentionally trying to make us look bad so we immediately took the crashed server back to our office and to our surprise was able to recover the entire data partition! We also noticed that the COA sticker was no longer on the server...
We delivered the data (with nothing as much as a thank you) to the new IT company, informed the doctor that we could not do anything else and handed him his final bill. Obviously, he is refusing to pay. Now he is calling us on a regular basis with "issues" that are "our fault". The main issue is that the COA sticker is off, which we have a feeling the other IT company took it and he is finding excuses left and right to blame us.
Bottom line is that he is convinced that we are at fault, and whenever we tried to reason with him he begins screaming at us. Our contract clearly states that any unauthorized service to the equipment covered under the agreement would void our contract and additional work would be billed at our normal hourly rates. Keep in mind that he was now calling ME on my cell phone, while roaming in another country on my wedding day. Pretty much ruined the day for me...even though it all turned out to be a good wedding in the end
Am I now in the wrong to ignore his phone calls now that I am back in the states, and gave him my final report on the entire situation and why we will no longer support him. Especially since he has a past due balance.....
