ComplaintsforSWS Electronics, Inc.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an EVGA 3080 XC3 Ultra graphics card above MSRP, about 9-10 months in I started having issues with the card and am now needing to submit my receipt for the RMA process. I realized at this time I had lost my receipted and contacted the seller to retrieve a reprint and was told "no". I asked how the company completes their yearly taxes if they can't reprint an invoice thats 10 months old. I was given no further answer and am now left in a position unable to warranty a graphics card they charged $1358.74 (paid on separate cards, USAA debit, Chase Credit) I seek at minimum a reprint of my invoice, and up to an equal or better quality replacement for my EVGA 3080 XC3 Ultra.

  Business response

  02/10/2022

  Hi ****,
  
  As explained when the graphics card was purchased and stated on a sticker that is on the graphics card, we do not accept returns or exchanges on those and we do not warranty those graphics cards, that is done through the manufacturer only. So, we are unable to replace the graphics card for you. While it is ultimately your responsibility to keep your own proof of purchase, sometimes we are able to source a copy of the invoice/receipt with some more information and investigation. We do see that you submitted a copy of the the statement from Chase and we were able to find the original transaction. We have provided a copy of the full page invoice, which should suffice for the manufacturer. We hope this helps.
  
  Thank you
  
  

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called over to the store and talked to a nice salesperson who said that they had what we were looking for….a router that you could shut off the wi-fi on. My wife is electrosensitive, so we needed this product. I said, great, when can you put it in. They said that ***** is their tech and he could come to our home to install it. On the day of the install, ***** collected $375 in labor. He showed us how to shut off the wifi and we carefully noted how to do it. It was our belief, and he said as well, this is how you shut off the wifi. For the next month, my wife continued to have electrosensitive symptoms, even though we THOUGHT the wifi was off. We purchased an RF (wifi) meter and tested the output from the device they installed, and WE COULD NOT BELIEVE IT….it was emitting EMF at full power. We contacted the manufacturer of the router, and they said that the on/off button was only to shut off ACCESS, NOT WIFI SIGNALS. We, then, immediately contacted a different company, and they came out the next day, and installed the CORRECT router, and when we tested, the output was virtually zero, which was our goal. We went to *******, the manager at SWS and told him our story. He said it was up to **** ****** the owner, and he would get back to us on Monday. ---We asked for our money back for the router, which they refunded. ---We asked for $250 in labor refund, as ***** has a terribly hard time installing the router and he easily spent 2/3 of his total time of $375, hence the $250 number. ---We asked for $125 in damages since my wife had to endure one month of wifi radiation, causing her to be ill. ******* contacted us on Monday, as he said he would, and said **** would give us $200 only, essentially take it or leave it. We asked to talk to **** about it, and he came back on the phone and said **** did not want to talk to us. If he had, we could have resolved things, had he heard things directly from us. We collected their check for $200.

  Business response

  12/29/2021

  *******,
  
  This complaint is a bit misleading and does leave out some critical information. When you visited the store to express your displeasure you very specifically mentioned that you appreciated our attempt to do this work, although unsuccessful. It was not once expressed that you felt we “botched” the job but did express that you felt the job was not completed to your expectation. While we understand your frustration with ultimately not getting the result from us that you had expected, we were never given a chance (which would’ve been at no cost to you) to further address your concerns. EHS (electromagnetic hypersensitivity) is a self-reported condition that has not been proven by science and we are not EMF specialists. We cannot be held accountable for any speculated damage that was done, which is why it was decided there didn’t need to be additional compensation. Everywhere we go we are surrounded by these frequencies (cell phone towers, the cell phone you carry in your pocket, grocery stores, electronics, and devices in your home). So even in the case where this was a medically diagnosed condition, exposure could’ve come from anywhere. You may or may not recall, but the time that you speculated the technician was having trouble had already been deducted from the amount that you would have paid for the service. We felt we were fair in deducting the time where our technician did have some trouble. Our technician did spend time also leaving to purchase a new modem for you, which is still in use even now. So, there were aspects of our work that were beneficial in getting you to where you needed to be. You had expressed that you needed a wireless router with the ability to turn off the WiFi with a switch, which we provided. The router we provided you could’ve been turned off just like the router you had another business install. You specifically requested this device because you stated that you would still have the need to connect to WiFi from time to time to update or connect devices that only had wireless capabilities.  We compromised and offered a $200 refund and we felt that was more than fair, also considering the time that was already deducted. If we operated a business where we would “shortchange” our customers, Tucson would be aware of our practices and we would not be in business. Bad news travels a lot faster than good news, especially if there was a lot of bad news to report. Ownership politely declined to speak with you because the final decision had already been made and did not feel it to be necessary to go back and forth. All relevant information was provided to the owner and speaking with him would not have resulted in a different decision.
  
  Thank you

  Customer response

  01/07/2022

  We DID call and specifically asked that ***** call us to discuss our findings, when we contacted the manufacturer and found out that the wifi cannot be shut off, only the access, could be shut off.

  When we received no response from *****, we contacted another company who actually knew what to do, and they did everything RIGHT !

  When we contacted you, we were very clear about what we wanted and explained it in detail to your staff. Just because you did not know what to do is not our fault.  The fact that you asked me how the other company did the job to correct the problem (and I was kind enough to answer that for you) is proof that you did not know what you were doing.

  We are not happy with your company, at all.  Your response trying to absolve yourselves is sad.

   

   

  Business response

  01/12/2022

  Hi *******,
  
  The business that finished the job had the benefit of the information that you obtained from the router manufacturer otherwise they likely would have experienced the same issue. As we mentioned previously you were not charged for the time that we had trouble configuring your hardware. We cannot reimburse you for time that was not charged for to begin with. We inquired about the other business’ solution not because we are incompetent and have no idea what we are doing but because we were interested to know what they did differently. The other business did identical work to what we did, the only difference being shutting off the wireless device as opposed to using the WiFi On/Off switch. The device we supplied would have provided the same solution. Once again, while we didn’t achieve the result you wanted there were portions of our work that was successful, beneficial and used for the other business to complete their work. With the refund of the majority of labor charges, not charging for the time we had issues configuring the hardware, and returning of the router, we feel we have been fair in our final decision.
  
  Thank you

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