NICHOLE PALSEN
I brought my computer to Hyperion PC for evaluation. At the time of drop-off, I was told that the diagnostic was free. This representation is consistent with Hyperion PC’s publicly advertised policy stating that diagnostics are “100% free” and that customers may decline repairs and retrieve their devices without charge. After Hyperion PC took possession of my computer, I was later informed that although they had reviewed the device, they would not provide any written report or statement, including documentation stating that the computer is unfixable, unless I paid $150. The reason given was that their time “isn’t free.” This $150 charge was never disclosed prior to intake, is not disclosed in their published policy, and was never authorized by me. No distinction was explained at drop-off between a “free diagnostic” and paid written documentation. This complaint concerns the practice of advertising free diagnostics while refusing to provide written findings unless an additional fee is paid, without that condition being disclosed beforehand.
