ComplaintsforCanada Computers

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern, I purchased a **** 3090 video card in the total amount of $3050 from Canada Computers. Upon taking it home, I noticed the card was running extremely hot under load, to the tune of 112c while gaming. This is over the manufacturer specifications and qualifies as defective hardware. I decided to take it to the local Canada Computers for a return/exchange, and was told by the manager they will exchange it with another card in their system. Upon seeing that my purchase was made in London, I was refused and told they really cannot return/exchange cards from London as managers "higher up" work there and they would essentially get into trouble. That is truly not my problem. Their policy states that defective cards will be replaced for up to 30 days by Canada Computers. I brought the card in barely 5 days after purchase. At that point the manager from the Waterloo store told me to contact customer service, and that it would he within their power to settle this and get me a replacement card. After talking to Canada Computers customer service, the reps were all pleasant and sympathetic, telling me that this is a fairly common problem among these cards, and that we will come to a conclusion that works for both sides. After a week of back and forth, hearing from "*****" from the London store, they flat out refuse to replace the card. When I call customer service, they tell me they will contact them for further resolutions. The London store manager has neem entirely unhelpful and condescending in his tone. No attempt whatsoever has been made from their end to rectify this issue. They have been trying to avoid all responsibility from day 1. I generally avoid consumer complaints for poor/non existent customer service, but I fully believe that this falls outside of that scope - as is, this is a total scam, and I hope this complaint will at least lead to some action by their staff.

  Business response

  25/03/2022

  Business Response /* (1000, 5, 2022/03/12) */ When this customer went to return the Graphics card at our waterloo location he stated that he was experiencing these high temperatures while mining for cryto currency. As stated on the returns section of our website "Canada Computers will not return, exchange, or provide warranty service for any product that has been used outside of its intended purpose (e.g., cryptocurrency mining and farming). Due to the excessive wear on components used for cryptocurrency mining and farming, Canada Computers will not cover any product(s) that has been used for this purpose. All products will be tested, and parameters of use will be looked at before granting return, exchange, or warranty service. Any product that has been deemed used for mining and/or farming will not be accepted for return or exchange at any Canada Computers location and the warranty will be deemed void with Canada Computers. However, customers may still go directly to the manufacturer for all warranty claims that Canada Computers has declined. Most customers will not be affected by these changes and Canada Computers will still honor the return, exchange, and warranty policies for items used for their intended purposes." Due to this policy his return was denied.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩