ComplaintsforH Power Computing, Inc.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought in an all-in-one computer in late March of 2022 for diagnosis and possible repair. I was told by the technician that the built-in screen was broken; the person who helped me showed me the computer functioning fine by attaching an external monitor to demonstrate the problem was with the built-in screen. When I inquired if I could do the same thing at home (that is, attach an external monitor to run my computer), I was told "no", it's "complicated" and required "special connections". A second person then told me to repair my existing computer would be expensive and they were not sure if they can find the right part.They offered to "recover" my files on my broken-screen computer and transfer it to a new system that I would purchase from them. Ultimately, based on what they said, I agreed to this arrangement thinking it was the only solution to my computer problem. As it turns out, I very easily could have run my existing computer with an external monitor myself, despite them saying I couldn't. My daughters set it up for me and it runs just fine. They now deny ever having said this to me, but it is in fact the sole reason I felt buying a new computer from them and having them transfer my files was the only option availabe. Had they said yes, you can connect an external monitor and run it just fine, I would have taken my old computer and gone home. I am a senior citizen, am not very computer literate, and trusted what they were telling me.They were very nice during my interactions with them, and perhaps they did not understand my question when I asked if I could hook up an external monitor myself, but whatever the case it ended up in my purchasing a new computer from them I completely did not even need, thinking this was my only option. Despite several attempts to resolve this over email, they refuse to accept a return of this new computer.

  Business response

  05/06/2022

  The client (*************************) had came into our store on March 21, 2022 with a display issue on his HP All-in-One computer. At this time the client was told and shown that the system displayed externally from our external monitor in-store. The client had not asked if he could do the same thing at home and we did not say that attaching his system to an external monitor was complicated or required special connections as we demonstrated how easy it was in front of him. The only special equipment or complications would be if the display were to be replaced. He may have misunderstood that the repair would be complicated and would have required skills to have it replaced without further damaging the device. After performing the initial assessment of his system he was presented with the option and timeframe for to repair/replacing the screen. He was informed that as a replacement screen would need to be ordered, and the amount of time it would take to service the device would exceed our usual **** day service window. He remarked that he required the system functioning to be able to process and submit their taxes prior to the tax deadline at which point the option for a new custom system build was mentioned as having all the requisite components on hand it we would be able to have a functioning system completed in the shortest amount of time. While discussing details of a new custom system build, he remarked he'd typically have his daughter assist him with things of this nature. When asked if he would like to call and consult with his daughter he responded that his daughter was on a trip and he did not wish to bother them. We let him know we could save the details already discussed and he could return at a later date after having an opportunity to consult with his daughter. After considerable deliberation he decided he wished to proceed with the new custom system build at which we began the intake and ticket creation process.

  Customer response

  05/10/2022

   
  Complaint: 17134633
  
  I am rejecting this response. I am rejecting this response.  As stated previously, when I inquired if I could "do that myself", I was referring to whether I, myself, could attach an external monitor in the same way you demonstrated.  The response was "no", "it's complicated", and requires "special connections".  So, while perhaps it was simply an honest miscommunication, it actually was you who misunderstood the question I asked and not the other way around.  The fact is, had you informed me that I could in fact run the computer myself by attaching an external monitor, I would not have pursued any other services from you, let along feel my only option was to buy a new computer.  The fact is, despite your repeated mention of my needing to "have a functional computer" in the timeframe I needed it, I did in fact have a functional computer all along, all I had to do was attach an external monitor, which I already had one at home.  But you did not tell me that.

  Again, perhaps an honest miscommunication, but the miscommunication was on your side and ultimately it led me to decide I had to purchase a new system right then and there to be functional in the time frame that I needed to be, but turns out I really never needed at all.  Nonetheless, you absolutely refuse to accept it for a return.

  
  Sincerely,
  
  *************************

  Business response

  05/13/2022

  
  We stand by our position as **************** was given multiple options and opportunities to make a determination on how to proceed after troubleshooting his device. This included a demonstration which consisted of using an external monitor with his own computer.
  
  We showed him how easy it was to use a different monitor on his computer, as the issue stemmed from the screen not working and not the other pc components. After offering a screen replacement he expressed that he couldn't wait that long. 
  
  Additionally, he stated that his daughters usually help with his computer, we advised and encouraged **************** to contact his daughters first before deciding. He said that he didnt want to bother them.  
  
  We even told him he could come back anytime so that he would have time to think about his options. Ultimately, *************** decided to move forward with the purchase of a custom build computer instead of the original solutions provided to him.

  Customer response

  05/18/2022

   
  Complaint: 17134633
  
  I am rejecting this response because your description of what you told me in the shop is inaccurate and due to what you actually told me, it led me to believe I had no other option but to buy a new computer from you so I could finish my taxes on time.  Again, perhaps you misunderstood the question I asked, but you clearly knew and admit by what you are writing in these messages that you were completely aware that all I needed a functional computer to do my taxes.  What you did not clearly state was that I actually already had a functional computer by just attaching an external monitor to the one I brought in for repair.   You did not say "you have a functional computer just attach an external monitor and you'll be fine and can complete your taxes".  You instead said the screen on my computer could not be fixed in the time frame needed and thus put forth the notion that my buying a new computer was my only path forward.  One of your employees also said he was not sure they could even get the parts.  Who knows if he meant "in time" or "at all", I took it to mean "at all".

  Whether an honest misunderstanding on your part or not when I asked if I could connect a monitor myself or not, poor communication resulted that led to an unnecessary purchase of a new system.  Either honest poor communication, or you are accusing me of making all this up and that I am lying, which is totally unacceptable.

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

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