ComplaintsforCanada Computers

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order #3****** is Cancelled On Dec 21, 2023, at 8:11 AM, Canada Computers & Electronics wrote: Didn’t receive refund my order were cancelled

• Initial Complaint

  21/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  i went in to the store relying on the store specialists ** * ** *** * *** **** ****** - i told the techs i wanted to run 4 monitors on the computer and asked his advice - they said the ******* build would suffice - I bought two monitors - they were acting up almost immediately so i though it was manufacturers issues of the monitors but when i checked them as per manufacturers suggestions it was the video card in the computer - i took it back to these guys * **** ****** ** ****** ** *** ** and wasted my time *** ******* ** *** *** ********** ***** ***** **** *** ******* ** **** **** *** * and because i don't have the bolts and the sata wire and the little baggy that came with the computer in the box they said you out of luck - the video card is barely usable as the screens keep crashing so there is something very wrong with this thing - they told me my monitors refresh rate is too high - but this is why i bought this computer for the video card to handle this stuff in the first place - they wont even exchange the video card for a new one even though i have video of the screen malfunctioning due to the video card - they said its working normally * ***** ********* **** *** **** * i spent 1200$ on this computer and they told me they cant help me even though i bought the computer on june 7 and they have a 15 return policy and it is now the 21st which is well within the return policy date - i asked if they could at least do something to help me with a new video card they said you can buy one off the shelf - i said i want to return this computer and get one with ta video card that can handle what i am doing with the monitors since this one is not capable of doing that and i was told it could - they said sorry we cant return the item so i am out 1200$ with a computer that doesn't work and the computer is 14 days old - i would like at least like some customer service ***** * ****** ** **** ** *** ***** *****

• Initial Complaint

  14/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought an ************ laptop from Canada Computers in August 2021. I reluctantly bought the 4 years extended warranty for close to $400 only after asking the sales person Rishabh who confirmed from his manager that it covers unlimited times of battery replacements. On May 24, 2023 my request to replace the battery under warranty was denied by Sarah and her female store manager who claimed warranty does not cover battery replacement. I argued that the extended warranty was purchased ***** ** ********** *********** ***** ** ********* ***** ******. On the same visit I raised an issue with recent high noise of laptop and requested fixing it after replicating it to Sarah who said the fan needed to be replaced and that it should take 3 to 5 days to have it ordered and replaced. The receipt we got showed wait time of 2-3 weeks which Sarah said was the worse case scenario. **** ****** ****** ***** ***** ****** ******* ** ****** * ***** ** ***** On June 4th I got a call from Abdul who told me that while replacing the fan they blew up the motherboard and they're going to order a new one. I replied that I still needed the laptop within a max of the promised 3 weeks and if they could not then they would have to order me a brand-new identical replacement. Sarah who confirmed that I should still get the laptop in three weeks from the original drop off date changed her mind today June 14 after exactly 3 weeks from the drop off date and said that they still need 7 more days to get the motherboard. * ****** *** *** ******** ******** **** ** **** *** ****** ** ******* *** * ***** ** ***** ** ***** ******* ****** ** ****** ********* ** **** *** **** ** ******* ** ** ****** ***** ****** **** ** ** ********* *** ******* ***** *** ******** ******** **** **** **** **** *** **** ***** ***** ****** *** ******** ******** ***** **** ********* ******* ****** ** ** *** **** ** ******* ** *** ******* **** **** *********** *********** *** ***** ****** ********* **** ***** ********* *****

• Initial Complaint

  02/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a laptop from the Barrie location of Canada Computers on Feb 18/23. The information provided to me by the sales rep (Roland) was that the RAM on this laptop was upgradable, as I require more memory than came supplied. I attempted to purchase memory from Canada Computers when I purchased the laptop, however they did not have the correct RAM in stock. I ordered the correct RAM from ****** (the type as told to me by Roland) and when it arrived, went about installing it in the laptop. This is when I discovered that this particular laptop has non-upgradable RAM that is part of the motherboard. On top of the $58 I wasted on RAM from ****** that I cannot return, I also now have a laptop that will not complete the tasks for which it was purchased. I have attempted to get resolution from Canada Computers via their customer service, however they have done nothing: no one from either the store or head office has contacted me to resolve the issue. I have the email streams to validate my attempts.

• Initial Complaint

  16/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought an **** Laptop I7, with touch-screen on October 08, 2022 from Canada Computers & Electronics in Mississauga. At the time of purchase, the store advised me to buy store warranty because if something happens we at the store can repair it for me - I declined. However, they advised if you do not buy our store warranty, I still have one year manufacturer's warranty. That if something happens - just bring it to us and we will send it back to the manufacturer and then that would be between you and the manufacturer. On or about February 23, 2023 the same laptop when I open it in the morning the screen was broken (not physically) but right above the left hinge there were lines and half the screen was gone. On or about February 24, 2023, I took the same laptop to Canada Computers & Electronics - I spoke to the staff that I acknowledge that I did not buy your store warranty but I still have manufacturer's warranty. That could you please send it back to the manufacturer to get it fixed (because you mentioned this when I bought the laptop). There response was we do not fix this problem because this is physical damage. I replied I am not asking that you Canada Computers & Electronics to fix this - all I am asking is to send it back to the manufacturer so they can fix this and that would be between me and them. Again Canada Computers staff replied because I did not buy the store warranty that's why they cannot send this to the manufacturer. They (the store staff and their Senior Manger) also replied that the manufacturer would not fix this physical damage. I asked them send it back and that would be dealt between the manufacturer and me. But they denied to send it back. They kept on saying on behalf of the manufacturer that they would not fix this physical damage. Subsequently, I contacted Canada Computers & Electronics through their customer service (attached are the emails) and got the same replies. Given my work and this laptop being a very important piece of equipment/tool for my work, it was urgent for me to have the laptop working. I therefore, had it repaired from the open market. I do not understand why Canada Computers would not send it back to the manufacturer for repair. Is Canada Computer & Electronics the sole agent for **** (the manufacturer) because they seem to give answers on ****'s behalf. Despite I have one year warranty and I am well within the manufacturer's warranty, because of Canada Computers & Electronics I had to pay $400 along with other associated expenses of $300 for getting the computer repaired from the open market and I also lost the touch-screen feature of my laptop (for which I initially paid for). I would still would have this feature had the laptop was repaired by the manufacturer. Either get my laptop repaired as it was when I bought it or reimburse the expense of $1000.00 that I had to pay out of my pocket and a declaration that I still have warranty for both manufacturer and Canada Computers & Electronic store.

• Initial Complaint

  15/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a new hard drive from the company. The hard drive was damaged upon opening. I have tried to have them exchange for a non-damaged one and they have not done so. I've gone into the store 3 times now and keep getting sent away and the issue being "escalated"

• Initial Complaint

  09/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought my laptop charger yesterday night and the charger did work for my computer last night so that I decide bought it. But when I bring the charger back to home and it did not work. I just put the item box on the kitchen table and it become wet. The store directly tell me the box is wet so that it can not be resell although the item is totally fine. * **** ** ***** **** they told me the charger can work for my computer and I did try it in their store since I bring the laptop with me. But it does not work when I back to home. I feel being lied and they refuse to give me the refund just because the box become wet.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Retailer: Canada Computers website Date of Transaction: 12/28/2022 Ship Order ************ SO No ************ Invoice No ************ Product: ***** **** ********* Desktop Processor ToTal: $338.99 CAD Package was shipped out via Canada Post on December 30, 2022, signed by a * *******. The package was not delivered to my listed address, and ended up being delivered to the wrong address. I proceeded to check with my neighbours to see if theyve signed for the package, but they have not. An investigation was launched with Canada Post, and was informed that GPS data was not present, and the package was confirmed to be missing. Canada Computer customer service was then contacted on January 05, 2023 and they proceeded to launch their on investigation. January 18, 2023, Canada Computers informs me to expect a refund as Canada Post has confirmed the package to be missing. February 08, 2023, the case from Canada Computers has been closed as they've received money from Canada Post regarding the case, but has also informed me I will not be getting a refund as theres a signature on the package. The signature name has no correlation to my shipping address, nor my neighbours, and the courier has confirmed that the package was shipped to the wrong address. Canada Computer failed to have their product shipped to my address, promised a refund, then denied the refund because someone else has signed the package.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I made an order of laptop and a monitor on December 25, 2022. The total cost was $1558.78 and it has already been paid ***. Order number is *******. * ** * ********* ******* ******** *** it is important for me to receive my order by Monday January 9th, ** **** **** ** ***** ***** ******** **** **** However, they have not shipped out my order from their warehouse, nor have they updated to me about the order (ie: out of stock). In addition they aren’t even responding back to me on my support ticket and I tried reaching via ******** page and phone as well. Phone was a failure as I couldn’t even get to speak to any of their customer support, and on ******** they just said due to high volume they aren’t able to reply to my ticket, and nothing else about order. If weren’t going to be able to fulfil my order, **** ********* ***** ******* ** ** ****** **** ** ***** ****** *** ******, they need to update to me if they are out of stock so I can at least be refunded. **** *** * ***** ** ***** *** ** **** *** ******* **** ** ********* ****** ** ******* *** ***** **** *** ****** ******* *** I need a laptop by Monday. My latest message to CC on their ******** has been about a possibility of going to pick up to any of their 3 sites in ****** area, *** **** **** ****** ***** ** ***** ** ** ** **** ** ****** ***** ** *** *****

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A brand new ***** ***** ****** printer was purchased from Canada Computers on November 14, 2022 (less than two months ago). The start-up and software installation prompts went fine until the printer gave an error code of either the printer cartridges not being present or not being installed correctly. It was then repeatedly confirmed that the printer cartridges were present, installed and seated correctly. I am in the process of trying new ink cartridges over the next few days to see if the ink cartridges packed with the printer were already defective and/or damage. If new ink cartridges doesn't work, I am requesting an exchange for a printer that is not defective. I would also accept a refund is an exchange isn't possible. I have attempted to contact Canada Computers over the phone to resolve the matter (no response after over a 30 minute wait with no indication if they have long wait times). * ******** * ********** ** **** ******* ******** * ******* ** *** ***** *** **** **** ******** *** * ********** ** ** ********* * **** Canon for the 1 year manufacturer's warranty. I am filing in case inactivity on Canada Computer's end continues. The resolution I am looking for is an exchange for a functioning printer at little to no further inconvenience to myself. I would also accept a refund is an exchange isn't possible. Thank you, ***

  Customer response

  26/01/2023

  Canon Canada has responded and wants to issue me a replacement. This is because I also contacted them directly for warranty. Canada Computers has not responded, which is who I filed the complaint about and bought the printer from.

*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. ↩