ComplaintsforMac of All Trades

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Macbook Pro in September of 2022 from Mac of All Trades.In December I reported I was having a problem with the keyboard, which was supposed to be under warrantee.It took me some time to get the computer to Mac of All Trades for service. When they received it in January, they reported that when they turned it on, it was asking for login information for someone I'd never heard of. They sent the computer back and told me to take it to the Apple store.I took the computer to the Apple store, and the Apple store could not help. When I provided documentation that the Apple store could not help, Mac of All Trades had me send the computer back. I received a new replacement laptop in February. It is *** and the keyboard problem has begun on the new laptop. I wrote to Mac of All Trades, and they told me to go to the Apple store. The Apple store could not help. I wrote again to Mac of All Trades. They told me to call Apple. I called Apple and Apple told me to go to the Apple store.I am only able to get help from Mac of All Trades by jumping through email hoops. I want a resolution. I am willing to pay more money for a new computer that does not have this keyboard problem. I just want a working computer without having to make more phone calls and appointments.

  

  Business response

  05/18/2023

  Hello,
  
  Taking a look at this case, we can confirm that the computer was purchased on September 21st, 2022. On December 27th, the customer reached out to our **************** Team to report that the computer has a nonfunctioning USB port and an issue with the keyboard. We were unable to repair this machine and a replacement machine was sent to the customer. On February 17th, the customer reported that this machine is also experiencing an issue. In this case, the issue could be resolved directly at an Apple store. Our **************** Team advised the customer to reach out to Apple to resolve this issue. This option is provided due to the issue being resolved in a quicker manner than shipping the machine back to our warehouse. Unfortunately, the customer was mistakenly denied service at the Apple store. Due to the denial, our **************** Team sent the customer instructions to return the machine back to our location. The customer replied to that message confirming that she had reached out to a local **************** Service Provider who also confirmed that this issue could be resolved by Apple. The customer has decided to go this route with her machine. Due to the above information, mac of all trades considers this matter closed.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a desk top and a laptop from MOAT in May of 2021. I made sure to purchase the Platinum Diamond warranty feeling that somehow that warranty was going to cover more things and solidify my computers a safety in the event of failure. I contacted MOAT around September about my computer screen not coming on or working. They told me to go through steps to see what was wrong and to try to get a reason for the malfunction. They told me to hold the power button, turn it on turn it off I did all that. It ended up having a globe on the screen that told me I needed to reinstall a software. So I contacted them and let them know that. They sent me a return label. I did not use thay label because my brother and grandmother had died and I had other things that obviously were more important than getting my computer fixed. I took multiple pictures of my computer to send them to prove no physical damage. They said I could send it in and sent a replacement label. I finally send it in and they tell me that it's non fixable (a GPU failure) when I spoke with Apple and my friend who also works there they told me thats a $300+ repaid but it could be fixed. MAOT is telling me that it can not be fixed and they're issuing me a credit. I spent close to $1300 for that desktop and all the accessories that came with it. I want a full refund of a replacement computer because at this point after doing research this company is fraudulently selling fixed computers that malfunction so they can keep your money and device. I asked to see a diagnostic report they told me they cannot do that, that sounds ******* illegal. So unless I get a refund or an equivalent credit for my computer I'm threatening and seeking legal action. Don't play with me. I'm a photographer and that computer had so much of my work on it that I cannot get back. I'm angry and I want a solution that satisfies me and what I spent with them.

  

  Business response

  04/24/2023

  Hello,
  
  After reviewing this complaint, we can confirm that the customer had an issue with their machine. We attempted to troubleshoot the issue with the user remotely but were unsuccessful. We sent the customer an RMA with a Prepaid Return Label (A benefit from purchasing the Platinum Warranty). When the device arrived to our warehouse, we attempted a repair. In this case, the issue was with the **** Unfortunately, the *** is a part that is connected to the **************** and the repair was deemed not equitable or timely for the user. According to our Warranty Policy, We will repair, replace, or otherwise address the covered product at our discretion. Unfortunately, we were unable to replace the machine with a similar model due to inventory and the best option was to provide the customer with a Store Credit to match the current selling value of the machine.
  
  In regards to the customers claim of this company is fraudulently selling fixed computers that malfunction so they can keep your money and device. This is a completely false claim. We back all of our products with a free 1 year warranty with the option to upgrade to a 2 year warranty. Electronics can fail at any time and our **************** Team has shown that we are willing to work with any issues that *** arise.
  
  In regards to the requested diagnostic report, we are a refurbishing company that only handles repairs on a warranty basis. Due to this, any repairs that are made are documented internally without the need for a public receipt. However, when asked what the issue was with the machine, our **************** Team provide the customer with our internal repair notes.
  
  At the time of writing this response, the customer has accepted the Store Credit option that was given and mac of all trades considers this matter closed.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a laptop about halfway March from Mac of All Trades and received it within a reasonable time. Unfortunately, when finalizing the installation of the *** I found it to be running fairly slow for what the specifications should be. When I checked the About this Mac information, I found out that the model was 7 years older than the model I ordered. Nothing in the model I received matched the specifications of the model I ordered and paid for. On top of that, MOAT also sent me the wrong charger (USB-C) which does not fit the laptop. It also does not fit the laptop I ordered. A very disappointing situation. When I reached out to the customer support team business, which can only be done through chat (which then becomes an email thread) I initially got the feeling ************** was sincerely working to make things right with me. After all, a completely wrong model was sent. After providing all the information he asked for I had to wait the entire weekend for a response which was very disappointing; The model I ordered (and paid for!!) was not in their inventory. (How is this possible??) but they could refund me the difference for the model I received versus the newer model or get a full refund. I requested a full refund to which I received a response from the ******************* The problem I am having right now, and where it prompted me to file a complaint is the fact that the return receipt states that the model I am sending back, is the one I ordered. But, as I stated earlier, this is NOT the case.Now business is delaying written response that it is understood I am sending back a different model than they initially sent me. I am growing wary the business is going to use this against me. Their sense of urgency on this matter was not in line with my expectations on the gravity of the error. I feel Mac Of All Trades misled me in my purchase and is now trying to scam me. I ordered and PAID for a newer MacBook which they did not have in the first place.

  

  Business response

  03/28/2023

  Hello,

  Prior to receipt of this complaint, we addressed the customers concerns in full, and believe this issue is resolved.

  The customer reached out to us on Friday, March 24, and provided information regarding their concern. We responded within one business day to each message sent by the customer, and provided return instructions for a full refund on Monday, March 27. Further investigation was performed internally, and it was confirmed that two separate orders were inadvertently placed in the wrong boxes by our shipping department; this is why the product and charger were mismatched.

  Obviously, it is never our intention for this type of situation to occur, and we sincerely apologized to the customer for the inconvenience our error caused them. Unfortunately, after receiving all of the aforementioned, the customer informed us they would be reaching out to the BBB and their state's attorney general, and threatened legal action.

  Their claims that we are delaying written response are patently false, as we have responded within one business ***** average, under four business hoursto all of their messages; per our website our business hours are Monday to Friday, 8:30AM to 4:30PM Eastern Time. As previously stated, the customer had received clear return instructions, a prepaid return label, and several apologies prior to their threats of public complaints and legal action, so the claim that we were attempting to mislead or "scam" them is grossly false.

  Regardless, the last thing we want is for a customer to feel this way in the slightest, so a supervisor reached out to the customer to provide detailed information regarding our internal investigation and offer further apology; this was also sent on Monday, March 27. On the same day, the customer acknowledged their understanding, including that we will be issuing a refund once their return is received at our facilities.

  We received this complaint on Tuesday, March 28, but since the complaint does not request anything different than what the customer has already been assured of and agreeable to, mac of all trades considers this matter resolved and closed. This response is factual, and will be provided in response to any further complaints if received, including the attorney general or other forms of legal action.

  Customer response

  04/06/2023

  yes the business responded in one business day but its unfortunate that there was no sense of urgency. I immediately responded on Friday morning with the details that were requested. Perhaps my wrongful assumption but this was a serious difference in product and made me doubt everything. Wrong charger, moldy scent etc. The initial response to fix it was to pay me the difference in model. That only enforced the feeling of being scammed and made me threaten legal action. But I digress. 
  I hope the business will put stricter checks in place before sending the products out. 

  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. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a laptop from this company and received it on 02/15. I opened the package and turned on the laptop (which are refurbished) to find out that none of the keys work. I tried contacting the company as they only have a chat option with no response. I was also unable to file a support ticket to send the product back for a refund.Order #******

  

  Business response

  02/24/2023

  Hello,

  Taking a look at this order, I am showing that the customer reached out to us on February 16th at 5:30 PM ET. Unfortunately, our offices close at 5:00 PM ET. However, the customer spoke with our chatbot at this time. The chatbot asked the customer if they wanted to return the product. The customer selected the "No" option. Our **************** Team followed up with the customer on February 17th at 9:24 AM ET. On February 17th, information to send the machine back to our warehouse was sent to the customer. The customer has sent the machine back and a refund has been processed for the order. Based on the above information, mac of all trades considers this matter closed.

  Customer response

  02/24/2023

   
  Complaint: 19424636
  
  I am rejecting this response because:
    It is inaccurate. I would like to note that I reached out to this company several times with no response. On w I made a complaint they did send me a shipping label and I sent in the product and received a refund. This matter is closed.
  Sincerely,
  
  ***************************

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a refurbished MacBook Air on 11/30/22. According to the company it will be shipped out in 2 business day. On the third business day. I tried contacting this company because i didnt receive a tracking number. No updates on the website since 12/1/22. *** tried contacting this company via phone and email. No response. Tried messaging them on ******** no response. I want my money back or they need to provide a tracking number. This company doesnt communicate at all with anyone.

  

  Business response

  12/07/2022

  Hello. The customer referenced above was contacted by mac of all trades prior to this response being filed, and a mutual resolution was achieved regarding their concerns. Should the customer need additional assistance, they are invited to contact us directly. Mac of all trades considers this matter closed.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Invoice ****** Invoice ****** Purchased two phones within a month. Original purchase was an iPhone X that would not read SIM cards. Second purchase was made using in-store credit after a refund to my credit card was not offered or applied. Second purchase was an iPhone 11 Pro with a bad battery that needs replacement. Both phones were listed as being in "excellent" condition at the time of purchase, which would leave one to assume that the phones would work correctly out of the box. While Mac of All Trades has offered to do a warranty replacement on the battery, simply selling phones that worked would have sufficed. My request for them was to refund the amount equal to the cost of a battery replacement by an Apple Certified business in my area, which they declined. Instead, I would have had to wait 2-3 weeks to mail the phone cross-country, wait for the repair, and hope that I was sent a working phone at the end of my experience, which has been a waste of time thus far. On top of all that, I was sent the incorrect charger for my new phone. As far as I'm concerned, listing any devices as "Excellent" condition when they do not read SIM cards or have bad batteries is basically false advertising and a violation of my trust as a customer, when I'm already putting lots of trust in a nameless, faceless company to provide a service from across the country. I would like a refund of $70 plus tax to my card for the amount of the repair to fix my battery here in my hometown. I do not feel that is too much to ask after several weeks of attempting to obtain a working cell phone.

  

  Business response

  11/03/2022

  Hello. According to our records, this customer received and returned order #****** after reporting an issue with the device reading SIM cards. Since the return was within 14 days of the product being received, a standard refund was eligible to have been requested, but the customer informed us a repair or replacement would be preferred, so we issued a store credit to expedite their process of getting a replacement.

  Their replacement, order #******, was delivered on November 2nd, and we were notified via phone call on November 3rd of concerns regarding the iPhone's battery. We offered to either inspect and repair the device or refund their purchase, but the customer declined both, instead informing us that they would be leaving bad reviews, then disconnected the call. The customer then followed up via email, informing us that it was "a lovely morning leaving reviews" about our company, containing false information regarding our refurbishment process. Additionally, they requested a reimbursement of third-party service fees, however our warranty policy agreed to at the time of purchase states: "Third-party diagnostic or repair fees will not be reimbursed."

  We understand the customer's frustration, and would be more than happy to issue a full refund back to their original payment method once the iPhone is returned. The customer has already been sent return information via email, and can follow the steps provided in that message to receive a refund. Mac of all trades considers this matter closed.

  Customer response

  11/03/2022

   
  Complaint: 18354234
  
  I am rejecting this response because:

  You advertise on your website that devices are properly inspected for issues before being sold to the public. If this phone had been inspected (and the original purchase), these issues would have never been a problem for me as a customer. I am definitely not spreading false information when I say that your product has not lived up to your own expectations set by your own website. I am free to leave as many reviews anywhere I would like to warn people that they are essentially getting a device restored to factory default with zero inspection or repair. 
  
  As for reimbursing me for third party repair -- the cost of shipping the device and my wasted time are much more than simply helping me repair the product I already have in my possession. I am literally across the country from you, so shipping the phone one-way is minimum one business week. From the original purchase date, that would put me at almost 6 weeks without a working device. You have proven that you are untrustworthy as a business and rather than entertain any other solution, you have decided to take a hard line on your return policy when I have no proof or confidence that you would even be able to complete the repair in the first place. If your warranty program worked, I would have a working phone in my possession by now. 
  
  There were also issues with customer service. I was promised a phone to be reserved "within $50 of the value" of the phone I had originally purchased. No such notifications were made and I was only issued a refund in-store. I was told a refund would be made to my account if they had no suitable replacement. I should not have to work so hard to get a working device that I've already paid hundreds of dollars to obtain. If we've already attempted to solve the issue through your warranty replacement service, why would one assume that another attempt would yield a better result? 
  
  I have offered to provide receipts for the repair and screenshots of the device where it shows the battery is in "severely degraded condition." One such screenshot has already been provided to the business with no reply. I am not expecting you to reimburse me blindly. I am expecting a partial refund because that would be much simpler than continue to do business with you.
  
  To top it all off, you've stonewalled me through your own website and refuse to answer any questions about why you were not able to ascertain why the *** card function would not work on the original device, and why the battery in my latest purchase was able to make it through your inspection team. The answer is simple: you don't inspect anything and unwilling customers are your testers. There's not really any other explanation after receiving two phones that don't work as advertised (see 'EXCELLENT' condition) on your website.
  
  Lastly, I was issued an *** without requesting one. I have not asked to return the phone because it's fixable. You issued the *** either in error or for some other reason but that response was not prompted by me in any way. I am still open to discussing a solution but again, we've already tried your way and it cost me a lot of time. I'm not sure why you think it's okay to try that again.
  
  My reviews are true. Your sales agent would only keep repeating company policy and failed to make any attempt at real conversation, let alone solve the issue at hand.

  There are several bad reviews of your company already posted on the internet. Do you expect us to believe they are all simply spreading false information?

  
  *************************

  

  Business response

  11/04/2022

  Hello,
  
  Our original response was specifically pertaining to the desired settlement as noted in the details of the BBB complaint, which states a refund of the order was requested. If the customer would like a refund of their order, they can follow the return instructions provided via email, as mentioned in our previous reply.

  Regarding their request for reimbursement of a battery replacement: this was already reviewed and approved prior to our receipt of their reply to the BBB. The support representative the customer spoke with was not authorized to approve that decision themselves, as the request was outside of policy, and needed to have a supervisor review the case. We believe this may have been unclear due to the timing of when the call was disconnected, but we do apologize if there was any confusion. Regardless, the customer has also received instructions for having a battery replacement reimbursed if they wish to keep the device.

  We do want to make it clear that every device we sell is inspected, and all parts needing repair are taken care of prior to sale, with absolutely no exceptions. In this case, the phase of testing responsible for some of the partsincluding the battery and SIM carddid not perform as intended, so we were unaware these parts needed repair. We have already shared this information with the company who provides us with these testing tools, and the issues have already been resolved. The idea that we do not inspect or refurbish our products is unequivocally false, and our two decades of business as one of the highest-rated Apple resellers shows that this is an incredibly rare exception, one that couldn't be farther from the norm.

  We understand and continue to apologize for the inconvenience this has caused the customer, and have provided them with multiple options to resolve this issue. Because of this, mac of all trades considers this matter closed.

  Customer response

  11/05/2022

  
  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.
  
  Mac of all Trades has agreed to reimburse me for a battery replacement at an Apple Authorized Repair Service.
  
  This could have been avoided if Mac Of All Trades' customer service agent simply escalated the call instead of being rude and dismissive. 
  
  As for their claims of properly inspecting and testing devices, they have violated my trust as a customer, were extremely rude, and have made attempts to cover my tracks wherever I have left an honest review of their company (Resellers.com, reddit.com, and others) without describing the entirety of the story. 
  
  The bottom line is, a company claims to be refurbishing phones and two simple issues that should have been corrected at various stages throughout their "refurbishment" process were not caught. I will remove my reviews in due time but the fact remains that Mac Of All Trades had sent two devices in a row that did not work as advertised (i.e., EXCELLENT CONDITION), plain and simple. My apologies to all involved, but that is hardly an "incredibly rare exception." 
  
  At any rate, receipts will be sent to MOAT for reimbursement. If I do not receive reimbursement as promised, I will open a new complaint.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I'm writing about order #****** for *** of All Trades. The Macbook was delivered on 7/19/2022 and I paid $627.43. Unfortunately, I am writing because I don't feel this MacBook Pro was properly represented in the condition category. Here are some of the issues I've noticed with it: 1.) The screen has permanent burn in which is highly visible with a white screen. 2.) The screen has multiple dead pixels. 3.) The screen has multiple scratches and gouges that will not come out. It looks like someone shut something in between the screen and keyboard? 4.) Deep gouge (cut?) on the front right. 5.) Deformation (drop damage) to the back right. 6.) Permanent discoloration of the lid due to stickers. 7.) Laptop chassis creeks loudly when in use suggesting internal damage. This MacBook was listed as in "Good" condition, which means "Moderate wear based on the age of the product. Clear signs of usage. May include blemishes and/or dent(s) on casing." I would argue that this laptop is in Fair condition, which means "Heavy signs of usage. Includes multiple dents and blemishes. Machine may have technical limitations. Read product listing for specifics." This information is readily available on their website. The laptop has technical limitations due to the damage on the screen. The laptop has heavy signs of usage meaning the multiple gouges, creaking and drop damage. The gouges and drop damage are not blemishes or dings. I asked the company for a refund of store credit 23 days after delivery. I did not realize their return policy was only 14 days and would have returned it instantly but I thought I had more time to inspect the product. I provided pictures, but they said it was within the good category. All I'm asking for is store credit to buy a different laptop with Mac of All Trades. They misrepresented the damage on this computer and shipped me a computer that was abused and has hardware failure.

  

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/08/14) */ Hello. According to our records, this customer's concern was resolved prior to receipt of this complaint. The customer contacted us on August 11th, at 2:17pm Eastern Time, to report dissatisfaction with the condition of the product. Due to the customer being outside of their 14-day return period, which expired August 2nd, and due to the product having left our facilities in a cosmetic condition matching our "Good" grade, we explained that we were unable to offer a refund, but would happily resolve any potential hardware failures under the one-year hardware warranty period. The customer informed us that they did not accept our response, and threatened to file a complaint with the BBB. After reviewing this reply, our customer service manager approved a one-time exception to our return policy for a full store credit, and provided return information. This message was sent on August 11th, at 4:54pm Eastern Time. The following day, August 12th, at 2:04pm Eastern Time, we received notification of this complaint. Since we have already made an exception to our return policy for the customer, we believe their concern is resolved, and consider this matter closed. Consumer Response /* (2000, 7, 2022/08/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) A manager made a one time exception for a return for store credit, which is all I was asking for. The laptop was sent back and I was credited. At this point, I am satisfied of the outcome.

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a computer And I received an order number but I am not able to track my package without having an account. Is there another way where I can track my package?

  

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/08/03) */ Hello, After an order is placed, an automatic email with tracking information is sent once shipped. It is possible that this email was filtered to a Spam Folder. I am showing that your order was shipped on August 1st and is expected to deliver on August 4th. Your tracking number is ************. Based on the above information, mac of all trades considers this matter closed.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 10th 2021 I ordered the product: "Apple MacBook Pro 15-inch 2.5GHz Quad-core i7 (Retina, Mid 2015) ********* ** - Very Good Condition" for the price of "$837.86(tax included). It arrived on Dec 10th 2021. The order number is:#******. After 1 month of use a problem was constantly happening, the *** would out of a sudden turn off and a problem/error message would appear, after a few minutes then the Mac would turn on again. this problem kept happening for months, getting worse and worse. It took me a long time to report this, because I was on my work season, and couldn't afford losing days of work to ship the Mac back, wait for refund and then buy a new one. In this period, there was no bad use, I used the Mac normally inside my home office, did not drop it neither spilled liquid on it. All the problems happened out of a sudden. I already had problems before with products I bought from Mac of all Trades, and I hate to say this, but the poor quality of the company's product affected my professional life drastically. I can't rely on the devices I bought from them. It was on June 23rd that I sent them this complaint, requesting the use of my warranty. I left it clear that I had no interest in receiving another Mac, neither having it "fixed", reasonably due to my last bad experiences of warranty usage I had with them before. I asked for the refund. They denied my refund I told me not to worry that they would fix my Mac without issues. With no other option I paid a fee to ship the Mac to them and in a couple of weeks I got it back. Once again, I am extremely disappointed with the product I received. They sent me a Mac full of scratches in the bottom, with the bottom cover opened missing a screw. Also they sent me a Mac with inferior Graphics configuration (I had AMD Radeon, they sent me Intel iris). I once again, due to bad service and poor quality, I request usage of my warranty and I have no interest in "repair" I want the full refund of my money.

  

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/07/21) */ Hello, We can confirm that this item was ordered on December 10th, 2021. This item was delivered on December 27th, 2021. Per our Returns and Warranties Policy, Returns may only be requested within fourteen (14) days of delivery. The return period for this order expired on January 10th, 2022. However, we do offer a free 1-year warranty with all of our products. On June 23rd, 2022 at 12:43 AM ET, the customer reached out to advise that the machine was receiving an error message. The customer stated that they are not interested in receiving another Mac or having it fixed due to experiences unrelated to this order. This customer also threatened leaving a negative review by stating "I have not made any negative reviews on my experience yet, so I hope everything works fine so I don't need to." On June 23rd, 2022 at 9:08 AM ET, our Customer Service Representative advised that refunds can only be issued within 14 days of delivery. They offered warranty service to repair the machine per our Warranty Policy. On June 29th, 2022 at 11:58 PM ET, the customer agreed to send the machine in via the warranty. On July 7th, 2022, the machine was checked in by our RMA Team. The RMA Team was unable to replicate the issues despite attempting to recreate them for multiple hours. This machine was then sent to our Technicians to test further to try to replicate the issue. On July 14th, 2022, our Technicians determined that this machine is fully functional as the issues were not able to be replicated. This machine was sent back to our Customer Service Team with that information. Our Customer Service Representative understands that some issues can be intermittent and provided the user with a replacement machine. This replacement machine is an exact spec replacement. This replacement was shipped on July 15th, 2022 and delivered on July 18th, 2022. On July 19th, 2022 at 12:58 AM ET, the customer reached out to advise that the replacement machine's bottom cover does not meet their expectations for Very Good Condition, a Screw is missing, and that the machine does not have the same graphics configuration. On July 19th, 2022 at 2:04 PM ET, our Customer Service Representative addressed each issue as follows: 1. A replacement Bottom Cover with correct screwdriver has been sent to the customer. 2. A full Bottom Plate Screw Set with correct screwdriver has been sent to the customer. 3. Informed the customer that the graphics configuration is identical and explained to the customer how to find that information. Based on the above information, mac of all trades considers this matter closed.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a refurbished MacBook Pro from this company using Affirm to pay for the product. I received it quickly, but within one day, the "e" key was non-responsive, and the speakers sounded blown. I promptly sent an e-mail using their on-site form stating my problems and requesting a return. No response for several weeks, and I filed a complaint with Affirm. I have since contacted Mac again, and they "didn't have a record of my correspondence" stating I was "past the 14 day return period..." Is this how your company operates? Send me a literal broken machine, ignore me, and then tell me I can't return it? They only offered me store credit, which makes no sense considering the product I received wasn't even functional whatsoever. This was an expensive computer, and I am appalled at this company. I want a refund to my Affirm account for the complete total, and maybe some sympathy from the company for sending me a BROKEN, expensive, computer.

  

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/07/19) */ Hello, This customer ordered a MacBook Pro on March 17th, 2022 and delivered on March 19th, 2022. Our first contact received from this customer is on June 30th, 2022 at 10:54 AM ET to report that the speakers are blown and a few keys are not working. The customer did report that he reached out to us prior to June 30th but was not able to provide any documentation to prove this when requested. Without any documentation showing that contact was attempted within 14 days of delivery, we cannot issue a full refund. On July 1st, our Customer Service Supervisor provided the customer with his options. These options were as follows: 1. Warranty Service - We can repair the machine under our free 1-year warranty and send back to the customer fully functional. 2. Store Credit - We can offer a full value Store Credit for use on our site. 3. A Partial Refund - Due to the depreciation of the machine, we are unable to offer a full amount refund. However, our Customer Service Supervisor has offered an out-of-policy refund for the current selling value. This value is currently $1,699.00 but can continue to decrease with depreciation if the customer does not make a decision. At the time of this response, the customer has not selected any of the above options. Once one of the options are selected, we will be happy to guide the customer through the steps to complete. Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business as no direct way to contact them available on their website. The only option is to use a little chat box function to send an email. This directly benefits this business in adhering to some return policy by conveniently denying that I sent anything to them at all. I typed a message to them on that pedantic form on March 20, only ONE day after I received the unit. It is absolutely not acceptable for me to have to spend $600 at Apple to fix the unit I just received from them because I had a completely useless machine for weeks with no response from them. I'd expect such shenanigans from a business ran in a state by a corrupt, deceitful, lying governor. I will not accept a reduced rate for a return or credit. Without providing a means for me to document my sent emails to you (like with a normal email address) your claims are invalid in nature. You can just deny me sending you something because you use a system that directly benefits you having ZERO accountability. If I am not able to get a full refund, I will file a small claims suit, with the addition of $600 I paid to have the broken machine fixed since it was not functional upon delivery. I had also contacted Affirm (where the unit was financed) in May/June trying to file a dispute with them after over a month of receiving nothing from MOAT. Business Response /* (4000, 9, 2022/07/29) */ Hello. Our previous reply is factual and remains unchanged. Additionally, our website provides information on three different ways to contact us: via chat, email, or phone. Our "About Us" page, for example, provides all three of these communication options: https://www.macofalltrades.com/about-us/. All chat conversations, email messages, and phone logs are visible to our customer service team, leaving zero chance for any missed communications. Furthermore, our warranty policy, agreed to at the time of purchase, states that "Any third-party fees, including but not limited to: diagnostic, repair, and shipping, will not be reimbursed." The warranty policy in full is available here: https://www.macofalltrades.com/returns-warranty-policy/. As previously stated, the customer's purchase is within the one-year hardware warranty period. We have also offered a cash refund of the current selling value, or a store credit refund of the original purchase price of the product, both as unique exceptions to policy. The customer was offered these options prior to us originally receiving this complaint. Following receipt of this complaint, the customer sent us a message, received at 7:18pm Eastern Time on July 27th, however they did not accept any of the previously stated options. Once the customer notifies us regarding which of the three options they would like to proceed with, we will be more than happy to continue resolving this complaint. Consumer Response /* (3000, 13, 2022/08/09) */ This is not an acceptable response. You have also not responded to my last e-mail asking for the ability to send this back for store credit. You are just ignorant of my needs and only care about making money, selling broken computers. Business Response /* (4000, 18, 2022/08/14) */ Hello. According to our records, the customer sent an email on August 9th, at 11:05am Eastern Time, accepting our offer for a full store credit. Our customer service team responded with return information 46 minutes later: 11:51am Eastern Time. Proof of both messages with timestamps has been provided to the BBB. We are happy to proceed with resolving their complaint, and consider this matter closed.

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