Complaints

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.

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a computer from ******** It has some issues, but in the box it said to send for repairs to the ASN depot not to return to ******* I called spoke to ******. He sent me a return label to return the computer. I returned the computer and it took me over 3 1/2 weeks to get a replacement. I received the replacement and I was still having the exact same issue. I called and spoke to ***** who was the supervisor Who said he would return my call I never got a return call anytime I called and asked for a return call no one returned my call. I finally spoke to ***** the tech who told me that for some reason the problem was a computer problem that I needed to send it back again I they were gonna send me a label to return it. It is now been a week and I still have not received the label. I called today and spoke with the owner Who was rude who was not willing to help me when I asked for a refund he wanted to know what the problem was I would like my computer replaced or a refund. This is now been going on since December 31, ****************************************************************************************************************************************** December. They have not been willing to replace my computer correctly nor have they offered to refund my Money .

  Business Response

  Date: 02/16/2024

  Customer Order # ***************

  Purchase Date 12/01/2023:  

  Customer Sent in a computer telling us it does not work. We received the unit, tested it fully and found no issues., The system was is windows update mode, which the customer did not let it finish causing the windows to not boot properly. We still replaced the system with another one and tested it fully and sent it out Within time frame allowed.   The Customer again having software issues as our techs confirmed over the phone helping the customer.. The system is working fine, there is nothing wrong with hardware.  The warranty covers hardware defects, does not cover software issues. That is standard warranty.  Now the customer wants us to issue a refund.  Please note refund period on this particular listing was 15 DAYS.   The return period had been extended a s courtesy during holidays up to January 31st.    AAFTER that return period has expired. The return for refund is not available any more. However the system carries 3 months Hardware warranty. That period is still valid and any hardware issues can be addressed under warranty.  Customer is using ******************** platform to threaten and try to strong arm to get what they want,.  We have an issue with that as a matter of principle .  We will not be forced in to making a business decision and allow this because of the platform abuse.  

   

  We have done extra service for client already.  As a matter of policy, and the terms of the sale, we will stick to those terms. Should the customer has issues, they are welcome to contact walmart.com for further help..  

   

  Customer Answer

  Date: 02/19/2024

   I am rejecting this response because:
  
  The statement from the business is untrue. The device was not sent back past the the deadline. Spoke with ***** (who said he was the manager) on several occasions and each time he stated he would call me back. When I called and ask to speak to the owner I was told by ***** that he was out of the country. During the several times I tried to get this issue resolved I continued to get the run around. The last call was with ****** who told me that the problems had something to do with the Bios and that he spoke with his manager ***** and that ***** had my email information and was going to send a return label to send the computer back that was a little over a week. When calling it states that calls are monitored so if this is the case there should be a listing with dates and times I have called about this issue. Very disappointed with the service and that ******* would use such and unworthy company for their customer. If I knew I would have had to through this I would have not followed the directions that came with the device and just returned it back to *******.

  I just want my refund. And you will not have to worry about me dealing with this company again.

  Business Response

  Date: 02/20/2024

  Our Response remains the same. We provided details as well as dates.  The refund period has expired. please do refer to the details we already provided. Thank You! 

   

• Initial Complaint

  Date:01/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The date of transaction occurred on November 23,2023. I paid a sale price of $211.99. The business committed to provide to me a New HP ProBook 650-G2 Business Notebook Intel:i5-6200U,8GB,256GB/SSD,DVDRW,WiFi=Bluetooth, Backlit-keyboard,webcam,15.6 FullHD, Windows 10 Pro 64 Laptop. The nature of the dispute is: ASN, Depot, **** Shipped to me a refurbished laptop that was damaged on the left corner and in Recovery mode, needed to be returned for maintenance. The product I received is not the product the was advertised and not the product I paid for. I contacted ASN Depot, Inc. On January 2, **** to inform them of the situation. They asked if I wanted a return or a refund. I stated that I wanted a new computer returned to me. They stated they dont make that model anymore. I accepted the return address label, and returned the product to them-because it was useless to me. Additionally I sent ASN Depot, Inc. an explanation/ letter of notice prior to filing a complaint. I have had no response to the notice. The Order number is 2000114-86135727. The issue does involve advertising. I seen the ad on November 23,2023 on the ******* online shopping website. The ad stated a HP Probook... marked down from $1422.99 to $199.99-a savings of $1223.00. I paid $211.99=the sale price including tax.

  Business Response

  Date: 02/03/2024

  The laptop is listed at *******.com as a Used laptop / Refurbished ************* ******* marketplace controls the description of the product, not the seller.   As per our records, ********** was informed that it is a refurbished laptop.  He called in and requested to get an exchange of the laptop because his Bios settings were changed and system was not booting into windows.  We offered to reset the settings on the phone, but he wanted to get an exchange.  We issued a an exchange label free of charge.  At all times ********** knew it is a refurbished computer., Now he is stating otherwise.   

   

  We have received the system from the return, We will simply process a FULL REFUND of what was paid to *******.com  If he has further concerns, we will refer him to contact *******.com 

  Refund is processed 02/03/2024.  Thank you !

   

  Customer Answer

  Date: 02/06/2024

   I am rejecting this response because:
  
  Only 2  of 12 statements made by ASN are true.
  ASN is blaming Wal-Mart for neglecting to advertise that the laptop was refurbished.  Hence acknowledging that ASN failed to inform consumers that the laptop was not new.
  That ASN has made a refund to avoid accountability for the advertisement. 
  That ASN has achieved depriving consumers from the merchandise ASN advertised and the benefit to the consumers the purchase would have brought had ASN keep their word. Per the advertisement the original price had a strike through line, indicating that the product is new. The advertisement also stated a savings of $1223.00 indicating that the consumer would benefit from the purchase (save $1223.00 by purchasing ASNs product) I the consumer have not benefited in any way from this purchase. I do not have a new laptop and I have not saved $1223.00. 
  
  
  

  Business Response

  Date: 02/06/2024

  We have refunded full amount as per the purchase made.  That is the best we can do.  If you have any further issues, you should contact Walmart.  Thanx !

   

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  *********************** ASN Depot Inc.Tel: ********************* Paid the man for a **** Laptop, $169, that was supposed to have Wiindows 10 installed on it. When I got the computer and tried to activate WIndows it didn't work. Contacted ********* and with the help of their customer service rep, went over computer inside and out. The customer service rep said it never had WIndows installed on it and to contact the owner and get a "Windows Key" so I could activate WIndows on the computer. At which time, 11/14/2023, I contacted ************************** via email-"***********************" <**************************************************>; He said I must have a virus and tried to blame the problem on me. However, according to the ********* technician Windows was never installed/activated on my computer. *********** advised me to call his customer serviice, which I did. *********** and spoke with his "customer support". His cutomer support told me he had seen my emails and that it was my fault I didn't have WIndows on my computer. I asked for a solutions and they said to mail it back to them and they would fix it. I only paid $169 for the computer and it would cost me $100 more to mail it back to them/return postage. They are a rip off company. I shouldn't have to pay to send a faulty product back.

  Business Response

  Date: 11/16/2023

  Hello and Thank you for contacting us.  Here are the facts of this case 

  Customer Name: *******************, Order # 200010731363348

  Date of Purchase : 2023-01-22

  Tracking Number for the shipment via fedex.com 393779180650  

  Proof of Delivery link : ********************************************************************************************

  System Delivery Date : 1/26/23 at 12:19 PM

  Date of First Contact form Customer to our support email: Wednesday, November 15, 2023 5:10:04 PM

  The system was sold on Online Marketplace *******.com   The system was fully tested, Windows installed and activated with digital license.  Customer complained, windows was not installed, and then when the customer contradicted themselves with windows is installed but not activated.   Customer had this system for **************************************************** reporting any discrepancies.  If the windows was not installed then how is he using the system and telling us the windows is not activated.   If he is stating it is not activated, then they should have brought this issue up within the time frame allowed by the ******* marketplace, We provide free support via phone, text and ******* messaging system,  There was never any attempt to contact us, which means system was working perfect.  

  Windows does not loose its activation, unless there is some sort of malware or corruption that took away activation.   Customer has had the unit for 10+ months, We have zero control over what caused this. 

  Furthermore a a courtesy to customer, We OFFERED to Re-install windows and activate for them FREE OF CHARGE.,  They would need to ship  the system in and cover the shipping cost.  That is OFFERED as a COURTESY. We do not have to even offer that, as the sales terms and conditions are dictated by the online marketplace.  BUT we offered it out of our goodwill. 

   

  Customer then trying to abuse the ******************** and the online review system trying to strong arm us in to free products.   This started with customer trying to upgrade an 8+ old system to windows 11. They downloaded something from the internet which messed up the system and could not upgrade to windows 11.  This system is NOT windows 11 Compliant,  So after this corruption, now customer starts to blame us. 

   

  This is an an attempt to abuse the BBB system as well as online reviews and trying to get free products.    We have the customers emails documented.  Our FREE offer for the re-install is also documented.  

  We do not feel obligated beyond what we already offered to customer.  Frankly we do not need to even offer that.,   Now the customer must set the record straight of they want any help from us. They must retract all negative reviews as well as retract this complaint, in order for us to help and keep ouy offer of goodwill.   ant further attempts to defame us will be met with strict legal action under the law. 

   

  If you have any questions, please feel free to let me know Thanx !

  Regards, 
  ASN Depot Inc. 

  ************ 

   

  Customer Answer

  Date: 11/17/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a laptop from Walmart.com and it was not as expected. The laptop was way heavier and was an old model. I returned the laptop to the seller and have still not received a refund. I've emailed them and they have yet to reply. I need my refund for returning my order!

  Business Response

  Date: 06/20/2022

  I am so sorry to ready this. I am not sure why the customer will straight out lie about emails.  We have responded to customers emails and I will copy and paste the emails here too if you like.   4 emails received from the client, All 4 were replied too.   First Email from Client :  June 10th - 12:50PM  Customer requested a return address for the product to be returned - We replied within MINUTES::   Replied 6/10 @ 12:52PM  -  We provided return policy and address to return product and notified customer they have 15 days to return a product  2nd Email From Customer: 6/10/2022 -  12:55PM - Customer replied to my email and stated, "Should I return the device at Walmart or where should I mail the return to?" - We Replied 6/10/2022 : 1:01 PM (within minutes again) --  "All returns should be returned directly to the seller .  Once shipped provide tracking number and order number so we may update the case " 3rd Email from Customer : 6/10/2022 : 1:55PM - Customer requested address for return - - We Replied 6/10/2022 : 2:52 PM (Less than an hour) - , "ASN Depot Inc. **** ***** Hills Parkway, #*** ***** Hills, CA ***** YOU SEE ALL THESE EMAILS BACK AND FORTH.  SO how come a customer can launch a BBB complaint saying we have not responded.  TO RESOLVE ISSUE. :  Customer sent another email asking status of return and refund.  We replied same day again and explained in detail.  Although Customer was instructed to send the computer direct to us because we had opened a return case per customer's request.  Customer then logged on to Walmart.com and requested ANOTHER CASE to be opened by Walmart.com -   Then the customer proceeded with sending the laptop to us directly, ignoring the case they opened up on walmart.com  We notified the client (VIA EMAIL IN WRINTING),  When the open a case with Walmart,  Then Walmart takes control of the case, and the seller cannot process refund.   We notified customer to contact Walmart.com and CLOSE the return case on Walmart.com so that we can gain control of the case again and process refund, as the customer, chose to ship direct.   BUT now customer opened a BBB complaint, instead of following the proper procedure.   We have no issues with refund to ANY ONE.  as long as they follow procedure.  Then it is also not appropriate to lie about emails not being returned.    We accept this case to be closed and removed permanently. Because ASN Depot did not do anything wrong. We assisted the customer throughout.  It is unfortunate that people would start complaining left and right without seeing what wrong they have done their selves.  Easier to blame any one now a days and start complaints.  We stand behind our service and product. Thank you!  Complaint Detail

  I bought a laptop from Walmart.com and it was not as expected. The laptop was way heavier and was an old model. I returned the laptop to the seller and have still not received a refund. I've emailed them and they have yet to reply. I need my refund for returning my order!

  Desired Settlement

  Customer Answer

  Date: 06/21/2022

   I am rejecting this response because:

  
  

  The business told me to return the laptop directly to them and I did and provided the tracking information as they told me to do. They did not tell me that they would provide me with a return slip. The package was delivered for over a week and I still had not received a refund. They did not contact me again until after I had opened a complaint with the BBB and opened another return refund with Walmart.com. I have since close and canceled my request with Walmart.com so that the business could refund me. They still have not sent me a refund. I need my refund sent as soon as possible or I will be forced to open up another return refund with walmart.com before the return eligible date expires. If I do not receive my refund in 2 days I will have to open up a case with Walmart.com again to ensure I receive a refund before the refund time expires. Refund me ASAP. I still have yet to receive my money.
  
  

• Initial Complaint

  Date:05/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought a computer online through Walmart. It was shipped from ASN Depot. I started set up the computer when it arrived. I got busy, set it down and came back to it about a week later. It has a recovery issues. I have called multiple times and emailed for a return. I haven’t had the laptop 30 days.

  Business Response

  Date: 05/24/2022

  Hello and thank you for contacting us. 

  We have communicated with this customer via email as well as I as over the phone. 

  Customer received the computer on 04/29.   We received only emails today (5/23)  from client. 

  
  

  Client setup the computer when they received it.  Then they left the computer as is,  The error code customer told us about, refers to operating system getting corrupted.  That happens when the system is doing updates and the system shuts down or when the setup is incomplete and the system looses power.

  We explained this to customer.  We also offered the customer to install windows over the phone FREE of charge.  She refused stating she does not have access to internet.  We also offered to do a courtesy install free of  charge, she can mail the system in to us, we will re-install windows FREE of charge and then mail it back to her. Sher refused that too, because she does not want to pay the shipping. We offered to pay shipping from us to her and she still refuses.  We did not cause this issue, this is a software issue, not even anything to do with hardware.  

  After that, We also offered to give her money back as a return refund, even though she is out of return period. Return period has expired.  

  
  

  We are happy to help, but within certain limits.  

  
  

  If you have any questions, please feel free to contact us. 

  
  

  Regards, 

  ASN Depot.