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Business Profile

Computer Dealers

PC-Canada.com
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:05/07/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order (#**********) on Feb 27, 2023 for a toner cartridge as my printer was warning that it was getting low and I wanted to be prepared when it finally ran out. At the time, the toner arrived promptly and I placed it unopened on the shelf beside the printer. I paid extra for the Manufacturer's toner cartridge and not a "compatible" just to make sure it worked properly.

    Today (June 27th, 2023), my printer finally ran out of toner so I installed the new toner. Unfortunately, the printer will not recognize it and just says "replace unsupported cartridge".

    I contacted Pc-Canada and Customer service told that they cannot return it since it was ordered more than 15 days ago. They told me to deal with ******* directly. Since PC-Canada has my money ($272.31), I expect them, to send me another toner.

    I have done a lot of business with them in the past and have never had such a difficult time getting a proper, working product.

    Can you either please send me a replacement or return my money.

    thank you

    Business Response

    Date: 06/07/2023

    Hi ******,

    Once again, we’re sorry to hear the *******
    toner cartridge you purchased was defective, however as we have tried to
    explain to you multiple times, PC-Canada.com has a 15-day return window, within
    which we can assist with returns for defective products. After the 15 days,
    *******’s warranty kicks in and *******’s policy requires all support requests
    and returns be directed through them. We can’t provide you with the direct
    replacement you are asking for because you purchased this item back in
    February. By the time you contacted us to request the return in June, it had
    already been 87 days since your purchase date, well beyond the 15-day return
    window.

    We agree you shouldn’t be left with a
    defective toner cartridge and have tried to assist you with resolving this
    issue by directing you to ******* support. Instead of accepting our recommended
    path to resolution, you’ve chosen to post multiple negative reviews of your experience
    with our organization. If you are in fact looking to resolve this matter and
    obtain your replacement unit, we still encourage you to contact *******
    Support. Please call 1-800-******* (1-800-********), option 1 for English, then
    option 1 for Technical Support. Once you call ******* Support, a service ticket
    number is issued. Please take note of this ticket number. ******* Support
    will run through trouble shooting questions with you over the phone to
    determine the issue and next steps. If they determine the toner is defective, and
    is within their warranty, ******* will issue a return.  Once you have a
    ******* service ticket number, if needed, we can help to escalate this
    with ******* Customer Support, but the first step is for you to call *******
    Customer Support, get a service ticket number and confirm the product is
    defective.

    We’re sorry to hear you aren’t happy with our
    proposed resolution, though we do hope you take our advice and reach out to
    *******. In closing, we will take this time to remind you that, our return
    policy is clearly outlined in the Terms and Conditions you agreed to when
    placing your order with PC-Canada.com. These terms and conditions can be found
    on our website here, https://********************************** for your reference.

PC-Canada.com is BBB Accredited.

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