Complaints

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've done at least 5k in buisness with this company. Recently purchased a laptop from them. Stopped working. They fixed it 2 times. The third time it stopped working we asked for a new one. Three members of the team were hostile. Won't give ** our money. One even said to fuxk off on a phone call. As a member of the bbb myself its embarrassing these people are a member

  

  Business response

  06/01/2023

  This customer purchased a laptop from us about 8 months ago, we do provide a 2 year warranty on all the laptops we sell. Recently, they began having issues with the laptop and demanded an immediate replacement. And while we believe that they are in fact having a problem with the laptop, on 3 different occasions we tested it in our shop, once for an entire day, and could not duplicate the issue. This customer was vulgar with our office staff and threatened to sue ** if we didn't replace it. So, to avoid further issues, I told him I would replace it, although none of our tests showed any problems. No one on our stuff used vulgar language with him at any time, and frankly if they had, they would no longer be employed. The fact he would say that, proves to me that he's just trying to bully ** into giving him what he wants, which we were planning to anyways.

  Customer response

  06/02/2023

   
  Complaint: 20130617
  
  I am rejecting this response because the statements made  by ******** are false.   This laptop has had on-going problems. We have taken the laptop into ******** several times as it will not even BOOT.  Our employee watched as they had to take it physically apart remove components to get it to boot.   They run some diagnostics and say it is fine.  He takes it home and it crashes again.  It will not power up.  It's obvious to anyone there is something wrong.  Whether they can repeat in their lab within a few hours does not mean their is nothing wrong.   If nothing was wrong the laptop would power up and not crash.  It's straightforward.   The fact that we take a laptop into them that will not boot and they claim it is fine, makes no sense.  Since this has happened continuously over the span of a month, we asked that it be replaced.  Wherein they said no, they can't find ANYTHING wrong (again, as we sit here with a laptop that will not even power up and zero productivity for our employee). 

  There was vulgar language used by both parties and make note it only got to this level after many interactions (over the span of weeks) and communications saying they would not replace the laptop as "they can find nothing wrong".   We can provide the dead laptop as clear proof something is very wrong.

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

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