ComplaintsforOWC

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint Summary: Defective Dock and ***************************** Name: ******************************************************: Thunderbolt 3 Dock Model Number: OWCTB3DK14PSG Serial Number: ********** Purchase Date: January 24, 2024 Complaint Details:I am writing to file a complaint against OWC regarding a defective product and extremely poor customer service. On January 24, 2024, I purchased a Thunderbolt 3 Dock (model number OWCTB3DK14PSG, serial number *********** from **********************. The dock worked perfectly for about six months. However, a few days ago, it suddenly stopped functioning as a dock and now only charges devices.On [insert date of call], I contacted OWC customer service to seek assistance with this issue. Unfortunately, the customer service representative I spoke with was very rude and unhelpful. Despite explaining my situation and asking for support or a possible replacement, the agent refused to provide any meaningful assistance.As a customer who has spent a significant amount of money on this product, I am extremely disappointed with both the product failure and the poor customer service experience. I expect ********************** to stand by their products and offer support when issues arise.Resolution Requested:I am seeking a resolution in the form of a replacement dock or a full refund for the defective product. Additionally, I would appreciate an apology for the rude treatment I received from the customer service agent and assurance that this will not happen to other customers in the future.

  Business response

  07/18/2024

  Hi *******, thanks so much for reaching out. I am truly sorry to hear of your experience in contacting us regarding your dock. I do see that the representative was requesting a system report and details about the machine in order to try to troubleshoot the issue and get you up and running right away. We try to make all effort to troubleshoot first, to possibly avoid having the dock come in, and you being without the dock for any length of time. Based on the serial number provided, this appears to be a dock purchased through one of our resellers, which is why the representative asked for a copy of your receipt. This would be necessary in order to enact any warranty coverage on the unit. 

  Your request for your issue to be escalated was seen, and moved to our escalation team, who reached out via email looking to set up a phone call with you, on 7/16. As of today, 7/18, there has been no response. Our escalation team member ******* is happy to speak with you and try to assist in getting your dock either working, or replaced, but we do need troubleshooting to be attempted, and a copy of the invoice for your dock purchase, as currently the serial number you provided leads back to one of our resellers. In order to move the dock to your name, and update the warranty start date to the date you purchased it, the invoice is necessary.

  I would encourage you to reply to the escalation team's email, so we can move forward in getting this dock working or replaced for you! 

  Customer response

  07/18/2024

   
  Complaint: 21999157
  
  I am rejecting this response because:
  
  I never received any email asking for a call back, and I dont have the receipt, it was a gift.

   

  
  Sincerely,
  
  Braxton Jumper

  Business response

  07/19/2024

  Hi *******, thanks for clarifying. Our escalations team member, *******, has sent a second message to you today, 7/19, around 10:30a Central time. Please check your spam folder, as the email does come through our ticketing system, which can often end up in Spam. 

  Unfortunately, that receipt is needed in order to transfer ownership of the unit to you, and enact any warranty service or replacement. We are certainly happy to continue troubleshooting and attempting to resolve your issues without the unit being sent in, but for any warranty coverage, a copy of the purchase receipt is needed in order to transfer ownership of the dock from the reseller to you, and establish the correct warranty start date. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 13, 2023 I called OWC about purchasing a storage device for my PC. I spoke to a sales associate & explained the nature of my work as a digital *********************** the kind of computer and operating system it used, as well the software I routinely use. The salesperson asked for details about my PC motherboard, RAM, and CPU and GPU, which I provided. I explained I was interested in a **** because of its built-in redundancy. They recommended their Mercury Elite Pro Quad, which I subsequently purchased that day.On November 16, I noticed files being written to the Pro Quad were being corrupted. I immediately called their OWC support and explained the problem & was advised to immediately backup the files on it, which I began immediately. I called OWC again &was told that there were known issues between Adobe products and **** 5 (the scheme my Pro Quad used). He said I should reformat the drive as **** 4. Before I could recover most of the files the Pro Quad completely failed & I had to use a data recovery service to recover all the files that were not backed up. After I got the Pro Quad back from the recovery service I sent it back to OWC for repair. They shipped it back, unformatted so I called for assistance. A tech walked me through the process & told me to be sure I selected **** 4. I explained that **** 4 was not an option the software allowed me to choose. He was surprised by this. With no other option I chose **** 5. As soon as I started to move files to the drive it stopped working. After multiple attempts to fix the problem I sent it back a second time to OWC. They tested the drive and found no problems and sent it back to me (minus the cables I sent it in with). When I asked about the **** 4 issue, they said the Windows version of their software does not yet support **** 4, with no idea when it will, and still told me not to use **** 5. I am now unable to use the drive at all and asked for a refund which they denied.

  Business response

  06/10/2024

  Hi *****, thanks so much for reaching out about the issues you've been having. I was able to review your case, and I do see that we sent over an upgraded license a today to get your Soft**** software to the version that does support **** 4 on Windows. I would like to offer my apologies, the previous representative did not know this feature was recently added to the software. Since the solution to move to **** 4 was offered to you starting back in November of 2023, well before the feature was actually added, we did go ahead and offer that upgrade today free of charge, including a free Soft**** support subscription through 2/13/2026. This should get the **** formatted and ready to receive the files that were previously having issues on **** 5. Please do reach out if you have any additional issues or questions!

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used mac book from OWC on 02.20.24. after receiving the laptop and setting it up for business/ personal use, I noticed that the battery would drain within hours. I had purchased an extended warranty on the item and so contacted their support team immediately to try to resolve the issue. we spoke several times and none of the advice they gave me was making an improvement to the problem -- I was told I could return the laptop for a repair, replacement, or refund. I chose refund and was told that because of my warranty, there was not a time limit and I didn't have to rush to send it back. I received the return label on *****, and by ***** they had received the item. after repeated phone calls and emails to CS regarding the refund, I was finally told that a partial refund would be issued -- they could not find an issue with the battery upon inspection and were charging me a 15% restocking fee. In addition, it took 2 weeks to even receive that partial refund.a) if nothing was wrong with the battery and there was another cause for it not working at capacity, taking the steps to contact their "experts" should have resolved that b) at no point in time was I told that I had to adhere to a specific time frame for return -- in fact the opposite, I was told I didn't have to rush because I had purchased an extended warranty c) they are now claiming that nothing is wrong with the machine, and that because my return arrived ONE DAY later than their "return window" they are charging me a 15% restocking fee d) emails to the company have yielded no response, and in fact they did not even contact me to explain the refund -- I had to call them (and be placed on hold/ calls cut off for about an hour.)e) I would like the 15% charge refunded ($136.01) as I do not find it fair that I'm paying for bad advice from their support team.

  Business response

  04/04/2024

  Thanks so much for reaching out. As stated in our Terms of Service, a restocking fee is assessed if no issue is found with the machine. The timeframes and complete details can be found here: ********************************************************

   

  Customer response

  04/04/2024

   
  Complaint: 21524051
  
  I am rejecting this response because: while I understand and respect their return policy, their own CS team communicated something different to me.  had I at any time been told that there was probably nothing wrong with the laptop and that I did have a strict time frame to return it, I would have followed those guidelines.  now, after the fact, I'm told that my return was one date late to avoid a fee -- AND I had to reach out to even get that answer, NO ONE contacted me or explained the refund that I was getting.  this is actually the fastest they've responded to any of my emails!  As a consumer, I feel like I'm being taken advantage of and charged money due to their own mis-communication.  and that feels unfair. 
  
  Sincerely,
  
  ***************************************

  Business response

  04/04/2024

  Hi ********. I was able to review the correspondence with the representative that helped with the troubleshooting, and set up the return for you, I do not see any mentions of any deadline extensions for your return, my apologies.

  Customer response

  04/04/2024

   
  Complaint: 21524051
  
  I am rejecting this response because: I was told via phone call, not email, that I did not have to worry about a time frame.  One of the several phone calls that I made to try to resolve the issue of the battery with your "experts."  if there was a deadline of any kind, I would have expected that to be spelled out in the email with my return label -- which contained detailed instructions and yet somehow did not mention a time frame or a restocking fee.  Nor does the return policy state that an item returned because of a "fault" -- which I was told my laptop had, again your "experts" -- but deemed not to be faulty after the fact, was subject to any of that!
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a replacement battery for my 2017 Macbook Pro. The Battery that was shipped to me is defective. OWC offered to replace the battery only when I returned the defective battery. The problem is that I am forced to use this defective product because I use my laptop for work, removing the battery to return would render my laptop useless. OWC refused to send a replacement battery for exchange. I told them what the issue and they did not care. So I am forced to file this complaint to exchange their defective product. The defective battery lasts 1/4 the time a normal battery does, it causes many issues with how my computer operates. I want a new non-defective battery to be shipped to my house and I will return the defective one. If this is not available then I request a full refund so I can purchase another battery.

  Business response

  03/06/2024

  Hello ********, thanks so much for reaching out. We are certainly happy to process a warranty replacement for you. However, we cannot send out a product without either the defective product returning to us, or processing an advanced replacement, which involves taking a hold of funds for the value of the new battery. Once the defective product is returned, this hold would be released for you. Either of those options can be processed at any time during your 1 year warranty period by contact our customer service center at **************. 

  As this order was placed on December 6th, 2023, it is now outside of the 30 day return for refund policy, so we would not be able to offer a refund on the battery.
  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a refurbished computer from OWC in late 2021. I've been a customer for well over 2 decades. The computer did not come with the correct internal components, thus rendering it incapable of being updated with new operating systems. I've been back & forth with customer support, and have not gotten any resolution. Basically, I'm stuck with an obsolete computer. I'm extremely disappointed in how this has gone, and how I've been treated. Being a self employed photographer, I need a reliable computer daily. OWC has not offered me any reasonable solutions, and this is the last time I'm doing business with them. I want this computer replaced.

  Business response

  02/29/2024

  Thanks so much for reaching out to let us know about the issues you are seeing. I was able to review the communication history for your recent chats to technical support. Unfortunately, as this machine contains an original Apple drive, and was covered under an Apple warranty, we would not be able to service this machine under any sort of warranty. As this unit is well outside of our used Mac return policy, a refund is also not an option. I would strongly recommend reaching out to Apple directly to assist in resolving your OS upgrade issue. 

  Customer response

  03/05/2024

   
  Complaint: 21355860
  
  I am rejecting this response because:

  After taking the computer to Apple to be repaired, it failed completely and won't even start up. They recommended a new logic board, hard drive and think the memory is also needing replacement. The hard drive that came with it was NOT the original drive from Apple, whether it's an Apple drive or not. Due to the fact that it was changed out, the computer was never able to be updated beyond one generation OS. A $3k computer should last more than 3 years.

  
  Sincerely,
  
  *********************** Iii

  Business response

  03/14/2024

  I can certainly understand your frustration. The machine was warrantied by Apple warranty from the time of sale, and contained Apple equipment. We would not be able to service this machine under warranty. As this unit is well outside of our used Mac return policy, a refund is not an option.We would not be able to provide any further warranty options.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purshase on the website of OWC five days ago on Friday Feb 16th 2024. I was billed the full amount (Pre-Authorization) at that time. The billing and shipping addresses were in reverse order which should have prevented any charge at all. Two different states. Subject: Case: ******** (The shipping and billing addresses reversed). It has now been six days and this charge is still pending. I was told that same night the order was placed it would be released, and it was not. I contacted OWC today Feb 21st and was told it takes 7 days. This is highly unacceptable to have a customers money tied up for a week due to a minor billing adresss mistake that OWC was unable to correct. I have now also wasted hours on this failed order. A business does not get the right to hold a (Pre-Authorization) after a canceled order, as in 50 years of buying parts I have never seen this before now. This has cost me a customer and I had to pay them the money back out of my pocket.

  Business response

  02/22/2024

  Thanks so much for reaching out. We apologize for the inconvenience, however, the release of funds back to your bank is up to your bank's internal timeframes, and not OWC. We have released the hold on our end, I would advise you to contact your bank to see what their standard timeframe is for crediting this back to your account. 

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** will not release my package that was shipped by OWC. *** is asking that OWC contact them before releasing the package. OWC will not do so. Thus, my package is being held at the *** facility. I have contacted OWC to resolve this matter and they have just told me to wait till the next business day. However, it has been two weeks since I've placed this order.

  Business response

  01/18/2024

  Hi ***, thanks so much for reaching out! I do see that the package was delivered to the access point as requested, and that a member of our team did confirm with you yesterday that you were able to retrieve the package. Please don't hesitate to reach out if you need additional assistance!

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a laptop from OWC on May 19, 2023 (order T6609857 ) that was described as "New, Factory Sealed". I emailed the company upon rI provided laptop proof as requested. I received a response from Jhimmy D stating "Upon reviewing your order, we can confirm that the laptop you purchased is indeed a new, factory-sealed product. Our quality assurance process involves opening the packaging and performing thorough checks to ensure that the laptop is in perfect working condition before it is shipped to our valued customers, such as yourself. This process is in place to guarantee that you receive a product that meets our high standards of quality"I began having a power issue with the laptop." I contacted apple technical support via the phone and they tried to trouble shoot the issue without success and told me to take it to the "Genius Bar". I took it to the Genius Bar on January 3, 2023. When they ran their diagnostics they show a previous diagnostic test run on the laptop in April 2023, before In purchased it. That diagnostic test indicated issues with the main logic board and battery. That is clearly not "perfect working order". The company did one of two things; sold the laptop as "New Factory Sealed" knowing it had issues or fixed the issues prior to sale at which point it is no longer "New" it is "Refurbished". Either way they misrepresented the condition.

  Business response

  01/18/2024

  Hi *******, thanks so much for letting us know about your situation. I do see you have been in contact with Art from our customer service center, and that a $120 refund was initiated for you, for the difference in machine grade. Additionally, a 1 year warranty will be applied to the machine once the repairs are complete, which should be shortly! Please let us know if you need any additional assistance.

  Customer response

  01/20/2024

   
  Complaint: 21092496
  
  Though the solution they are offering is satisfactory, I have yet to receive the refund indicated.  I've also not yet received my laptop back with the additional warranty.  Once I receive both, I will accept the offered resolution.
  
  Sincerely,
  
  *********************************

  Business response

  01/24/2024

  Hi *******, I do see that you have been in further contact with Art, and have received the Eclipse warranty details. I also see that the refund of $127.20 ($120 for the grade difference, plus applicable tax) was sent to your ApplePay account on 1/9/2024. Please let us know if further assistance is needed! 

  Customer response

  01/25/2024

   
  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

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item on Nov. 17. When it arrived, it gave errors and I called. I was disconnected. I reopened the ticket sent all information needed and then was sent an RMA. I have emailed and called asking what is actually wrong or what will happen once I return the item and I can't get an answer or a valid response to my request. Asked to speak to a manager and was told none available (12/12/2023 at 14:00 ET). Needing to know options and ways to fix the situation at hand (no clear information) for a defective drive.

  Business response

  12/13/2023

  Hi ****, thanks so much for reaching out. I did take a look at your case history. I see that ************** did respond to let you know that she had set the unit up to come in for testing, to verify and diagnose the issues you'd experienced. The email that was sent also indicated that it was set as a replacement ***. I do also see that she did provide further information as to needing to move the information from the unit, if you do not already have a back up available.

  Per your most recent email, I have asked ******* to revise the *** request to be a return for refund instead. There was no supervisor available at the time of your request, but I do see that the representative has sent your case to our Leadership team to reach out to you. We do ask that you allow up to 24 hours to receive a reach out from our Leadership team. 

  You will be receiving a new *** email, revised to indicate refund. I have also asked for a pre paid return shipping label to be sent to you.

  Customer response

  12/15/2023

   
  Complaint: 20996669
  
  I am rejecting this response because:

  This is the letter I sent back to your "leadership response":

  Hi *****,
  This is frustrating. I reached out multiple times and then called requesting to speak to a leader earlier this week and was told multiple times that no one was available and I couldnt talk to anyone. A complaint was submitted to the BBB due to your companys lack of service and lack of commitment to informing and engaging with the customer. I hadnt purchased anything from ********************** for a while due to a previous bad experience but wanted to give it another try. I was clearly wrong to try again.
  
  
  I hope you will take this feedback and your commitment to customer service as noted on all the emails to heart - as you havent helped me at all. You could have kept me if your team would have been timely in responses, if I could have spoken to a leader when asked and if your team would have been honest and informative instead of blindly emailing an RMA.
  
  
  Youve lost me again. I wish this wasnt the case. I hope with the BBB complaint that I will hear back from a senior member of leadership and let others know of your poor commitment to customer service.
  
  
  Sincerely,
  
  ***********************

  Business response

  12/18/2023

  Hi ****, thanks for this. We're certainly sorry to hear that you're frustrated with your experience. As was explained in the reach out to you, from Leadership, we cannot typically say what exactly is wrong with an item without bringing it in and testing it first. That being said, I do see that your return has been converted to a refund, per your request, and a pre paid shipping label provided to send the item in for that refund. Our typical refund timeframe is 30 days from the purchase date, but due to your reach out, I have extended this deadline, given that you've been in communication with us. The original return date would have been 12/17; this has been modified to 1/5/24, to account for the holidays over the next few weeks. 

  While OWC can, at times, seem like a large company, in truth we are still a personally owned smaller business. This means that often times, there is not a member of our Leadership team available to speak at any given moment, as we are not a large call center, by any means. We sincerely apologize that this was frustrating for you. 

  We are happy to process the refund for you as soon as the unit is received back. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used iMac on their site on dec 4th, 2023. My order number is T6693324. I paid the agreed upon price. According to their TOS, OWC reserves the right to change prices for products displayed on-line at any time and particularly to correct pricing errors. OWC is not responsible for typographical errors. OWC reserves the right to cancel any order if there was a typographical error on the Site concerning the pricing or availability of any item you ordered when you placed the order. Your total order price will include the price of the product on the day of shipping plus any applicable sales tax and shipping charges. Their own TOS states the total price will be ON THE *** OF SHiPPING, which was paid. They then shipped the item. Days later, they contacted the carrier to return the item to them, all with ZERO communication to me whatsoever. They essentially stole my money at this point. No contact, took the money, pretended to send an item. I now have no computer and they have my money.

  Business response

  12/07/2023

  Hi *****, thanks so much for reaching out. As you pointed out in our Terms & Conditions of Sale, "OWC reserves the right to cancel any order if there was a typographical error on the Site concerning the pricing or availability of any item you ordered when you placed the order." We did recall the shipment, and have processed a refund back to you. You do need to allow time for your bank to credit this back to your account. Typically we see these refunds hit within 2-5 business days, but can be up to 10 business days, depending on the bank. The shipment was recalled this morning when the error was discovered, before we could reach out to you, you had already contacted us, my apologies that we were not quicker with the notification.  

  Customer response

  12/07/2023

   
  Complaint: 20973941
  
  I am rejecting this response because:

  they point out their TOS that only suits their argument, but when reading their ENTIRE TOS, you find the sale price is the day the item ships. They already shipped and sold the item then a full day later decided they didnt like the price they sold it for. The item was no longer theirs to change the price for.  It was mine and being shipped to me. They manipulated the shipping process to commandeer my merchandise. I never asked for a refund. I want my merchandise. 
  
  Sincerely,
  
  *****************************

  Business response

  12/08/2023

  Hi *****. You are correct that the site does state that the price is as of the sale time. However, the order is also considered to be still in "our posession" during the shipping process, as we are the liable party for that shipment, and the insurer of that shipment. We are not able to sell the unit at the incorrect price. Your refund has been processed back to you, and you should see this reflected in your account shortly. 

  Customer response

  12/08/2023

   
  Complaint: 20973941
  
  I am rejecting this response because:

  I do not believe they had the right to redirect my merchandise. Nor am I being compensated in any way for having my money tied up up to 10 days for their mistake. Im only guilty of being their customer but am now deprived of both my funds and my merchandise. 
  
  Sincerely,
  
  *****************************

*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. ↩