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:03/26/2025

  Type:Delivery 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 refurbished Mac Mini from Other World Computing on 11/24/2024.When I finally got round to unpacking it in late January 2025, and turning it on, the item would not boot up. I asked for a refund, but OWC policy for this item was no refund after 30 days.OWC did however offer to try and repair the computer. I was about to move to the ** for a year, and told my customer service contact there that they would need to ship the repaired computer to the **. No problem, he said.On completing the repairs, OWC then shipped the computer to my California address, not the UK address I had given them.I had to trouble my tenants to ship the package back to OWC. OWC provided the shipping label, and my tenants shipped the item back to ******** I have received a bill from *** invoicing me for shipping the item to my UK address. It was agreed prior to the repair that OWC would ship the repaired computer to me in the **, as it was their own error to sell me a non-functioning product in the first place. I appreciate that shipping to the ** is more expensive than to a US address, and that OWC have racked up shipping expenses in this comedy of errors. Nonetheless, OWC's own errors are the only reason for any extra shipping charges, starting with selling faulty goods, and continuing with their own shipping ********* no circumstances should I have to pay ANYTHING for their mistakes. Nor should I have my US credit rating jeopardized by having an unpaid *** invoice in my name, for shipping which was entirely OWC's responsibility.

  Business Response

  Date: 03/31/2025

  Thank you for your review! Please know that OWC did cover the cost of shipping as we promised, but the invoice that you are seeing is not shipping costs, but duties and taxes. OWC policy states:

  "For **** issued outside ***************** and its protectorates: please note that while OWC will appropriately prepare customs documentation with the outbound replacement or repaired product, the shipping carrier may request duties, taxes, brokerage, and/or other fees be paid upon delivery. Regrettably this is beyond the control of OWC and is determined by local governments, carriers, and importation laws. We ask that you please contact your local customs office if you have any questions or concerns regarding this process. Your repaired or replacement product will be returned back to you via economy shipping. Alternative shipping methods may be available upon request for an additional cost."

  For this reason and the shipping address changing from where it was original shipped to, OWC is not responsible for this cost.

• Initial Complaint

  Date:03/18/2025

  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.

  I ordered a replacement battery from OWC January 18th 2025 for my partner. Total cost was $99.19 including shipping and taxes. It only shipped on Feb 28th because on back order (which was expected and is fine) and arrived on March 5th.After replacing the battery, about a week later we found that the product did not work (which appears to be a common issue per testimonies online of other customers). I then asked for a replacement battery to be sent to me. However, the company wants me to ship the product back first and will not cover the cost of returning the defective battery.The customer (I) should not have to pay the financial burden of returning a defective product I have nothing to do with. Receiving a defective product, having to troubleshoot the defective product and needing to repackage and return the product is already enough of an unplanned unnecessary burden. This is additional cost that needs to be built into the price of each battery if you expect this to be as common.I expect a full refund for the battery from OWC and that they either send me a shipping label / pay for shipping the battery back to them, or let me dispose of it safely. I would also accept them sending me a replacement battery but if that one does not work either, I want a guarantee that I will be able to get a refund without paying shipping costs.

  Business Response

  Date: 03/21/2025

  Thank you so much for your complaint. We are sorry for the poor experience but hope we are able to assist! 

  Based on the item being lithium-ion we are not able to provide you with a pre-paid shipping label, but as we have stated in email we are happy to reimburse you for the shipping that you would pay for to get the item back to OWC. 

  We look forward to getting your battery back, refunding the shipping cost that you inquire and getting you a working battery.

   

• Initial Complaint

  Date:02/20/2025

  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.

  OWN has released a new thunderbolt 5 drive, which is intended to work with the newly developed thundernolt 5 technology built into the new M4 *********************** The drive requires too much power to where the other 2 thunderbolt ports become unusable and the computer throws an insufficient power error. When using just the new drive, the drive frequently drops connection to the computer and becomes unavailble until the computer is restarted. Having a hard drive intermittently lose connection while trying to transfer data makes it unusable. I notified OWC of the issue, provided all the data the requested, including serial number of my new computer, and they offered a refund but informed me that I was responsible for the cost of shipping back their defective drive and that I needed to provide insurance in the amount of the purchase. I am now $28.10 out of pocket for return shipping and insurance costs to return their defective product to them. I understand paying return shipping if I had a change of heart, but I was returning an unusable product. I feel OWC is using their customers as quality testers of a new product and charging those customers to return the failed units. Upon having the issue of not connecting, I promptly reached out to other music creation groups and was informed that several others were having the same issues with the newly developed TB5 OWC drives. I think OWC was in such a rush to be first to market that they began shipping out insufficiently tested products to the detriment of customers, and charging customers to return their defective units back to them.

  Business Response

  Date: 02/24/2025

  Hey Ed, 

  Thank you for your message and we are truly sorry for the troubles that you have seen. I would like to clarify that the power concerns that you are seeing is not due to a product defect or cutting any corners on the product. OWC only puts out quality products and we will not sacrifice that to be the first to the market. We care way more about the quality and performance of our products. The issue that you are seeing is due to the ***************** on the machine not being enough to power all of your external solutions. This is not a flaw of the product itself, but a limitation of the machine and Thunderbolt as a whole. The way around this would be to have something like an external, powered dock that allows you to provide more power than just the machine itself. This would ensure that you can run multiple external, bus-powered solutions. 

  We are sorry if that was not clear at the time of purchase and will be taking your experience and work to better it for others. Please know that even as this is not an OWC fault or a rushed product, we care about you as our customer and would like to refund the shipping that you paid. Please know that someone will be reaching out to you shortly by email to get this taken care of! 

   

• Initial Complaint

  Date:10/18/2024

  Type:Product 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.

  July 29, 2024: I purchased a used Apple Macbook Pro computer online from OWC for $544.22, which I received.August 22, 2024: My wife, the recipient of the Macbook Pro reports a bad keyboard. I contact OWC for support.August 28, 2024: OWC support approves an advance replacement.August 26, 2024: I authorize a credit card hold ($530.19).September 6, 2024: I contact OWC regarding status of replacement. OWC apologizes for delay.September 11, 2024: I contact OWC regarding status of replacement. OWC apologizes for delay.September 12, 2024: OWC withdraws $530.19 from my account.September 13, 2024: OWC ships replacement, and it is received.October 2, 2024: I contact OWC regarding status of the initial purchase refund ($544.22) and am told the refund was processed on September 26, and it will take 4-10 business days to show up in my account.October 17, 2024: I contact OWC regarding the status of the refund and am told that it hasnt been processed yet, and it will take another 7-10 business day.I think this is unacceptably bad business. Lets remember that the whole episode starts with them selling me a defective computer, and we are approaching three months without them making me whole.

  Business Response

  Date: 10/21/2024

  Hi ***********, thank so much for reaching out. I want to first offer my sincere apologies for this situation. I did take a look into your case, and I see that the refund was missed the first time around, but was processed 10/17/24. While we always advise 7-10 business days, it typically only takes a few days, it's really dependent on the bank's timing. We did introduce a new payment processing system recently, which seems to have contributed to the error in processing back in September. This certainly isn't acceptable, but I wanted to provide some bit of explanation as to what has happened. I have verified with the payment processing system that the refund has for certain been pushed through, so you should be seeing it very soon. Please do reach out to us if you do not see it back to the original method of payment by 10/31/24, which is the 10th business day, though it typically does not take nearly that long. Again, I'm so sorry for all of the frustration you've had, and I hope that moving forward we are able to assist in a much more timely manner, if you need it.

  Customer Answer

  Date: 10/21/2024

   
  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

  Date:09/29/2024

  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.

  Purchased a mini/Stack from Other World Computing (Also called Mac Sales). on Nov 23, 2023.The Item was defective so I sent it back to OWC for repair. They said it couldnt be fixed and would send me a replacement.They never did. OWC has no proof of delivery to **** kept calling them for 3 months asking wheres the replacement and they said its on the way?I filed a dispute with Apple Card.When I did that, OWC said they would not send the replacement because of the dispute.OWC keeps telling Apple Card I have the replacement with no proof of delivery to ******** Card keeps cancelling the dispute.Attached is a detailed chronology of what has transpired.

  Business Response

  Date: 10/28/2024

  Hi ******. Thanks for reaching out. Taking a look here, we do not show any proof of the chargeback being cancelled - our records indicate that the chargeback was approved, and therefore you were refunded, which is why the miniStack was not sent back to you. If you are able to provide proof of the chargeback being cancelled, we can look to complete the warranty replacement of the unit.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22355014
  
  I am rejecting this response because:

  Summary October 31, 2024:
  
  Attached are the emails of the Disputes and reversals in a PDF file.
  
  Apple Card keeps granting me the credit because I clearly show in the emails, (which you have),
  I NEVER received the replacement unit.
  
  OWC claims that I have the replacement unit it. When I have requested proof of delivery from OWC ********** FedX receipt) they have never responded to me.
  
  How could I have the replacement unit, when they state they will not send the replacement unit it because
  I filed a dispute(s) (see email Attachment # **)?
  
  OWC then tells ***** Card NOT to grant me the refund because I HAVE the replacement in my possession with no proof.
  
  OWC has clearly lied to everyone.
  
  Is there something going on between Apple Card/******* ***** and OWC? I have spoken to Apple Card Managers
  and they clearly state the credit should remain permanent and the managers dont understand why it
  keeps getting reversed.
  
  I have filed complaints against OWC and Apple Card/Goldmans Sachs with:
  - Apple Computer
  - ******* and Illinois Attorney Generals.
  - US *** attempting to commit Fraud against senior citizens across State lines using the Internet.
  
  Note; Apple Computer is changing the ************************** from ************************* to ***** to manage the Apple Card business.
  Is ************************* taking a hard line on credit card reversals while they are still managing Apple Card to save money?
  The ************************ and *************** says they will look into my questions of ************************* business practices.
   
  At this point its been almost a YEAR going through this nonsense with OWC and Apple Card.
  I have purchased another unit (from a reputable company) because I needed it and couldnt wait for OWC
  to get their act together and send the replacement.
  
  At this point I DO NOT want the replacement unit from OWC, I just want the Apple Card Credit to remain permanent.
  
  
  Disputes and Reversals Against Otherworld Computing:
  
  Dispute #.      Date Filed.        Status
  
  D-**249985
  
  3/**/2024.  Opened Dispute; Credited charge Back to me
  4/26/2024.  Apple Card Request for Additional Info; Sent
  5/14/2024.  Credit Reversed; Charge made permanent
  
  D-12099003
  
  5/14/2024.  Re-Opened Dispute a second time; Credited charge Back to me
  5/14/2024.  Apple Card Request for Additional Info; Sent
  

  Info Sent
  7/19/2024.  Credit Reversed; Charge made permanent again
  
  D-12907461
  
  7/19/2024  Re-Opened Dispute a third time; Credited charge Back me
  8/1/2024    Apple Card Request for Additional Info; Sent
  9/26/202    4Credit Reversed; Charge made permanent again
  
  D-13936473
  
  9/26/2024  Re-Opened Dispute a fourth time; Credited charge Back me
  8/1/2024   Apple Card Request for Additional Info; Sent
  
  To Date Apple Card/************************* still working on this dispute again.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 11/18/2024

  I'm sorry to hear about this, I know that within the dispute process, we have not told ***** that the unit has been sent back to you, in fact, the reasoning for us not sending the unit back is due to ***** telling us they have granted the chargeback, they have never informed us of any reversal of the chargeback. 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22355014
  
  I am rejecting this response because:

  Summary of ***** Events thus far:

  I purchased a miniStack unit from OWC.
  OWC sent me a defective unit, which I sent back to OWC for repair.
  OWC said my unit could not be fixed and that they would send a replacement unit.
  I called OWC numerous times asking where the unit was, they claimed it was sent (it NEVER was sent).
  I filed 4 disputes against OWC via Apple Card, which 3 have been incorrectly reversed due to the lies coming from OWC.
  I have filled complaints with Illinois and Florida Attorney Generals which are in progress.
  I have filed complaints with the ************************ and the ************************** against ************************* (which are in progress).
  I have contacted Apple Computer and filed a complaint against GS for allowing this nonsense to keep going on.
  I have also contacted **** **** and ***** ********* (DOGE) and filed a complaint with them regarding this issue.
  

  Addressing the OWC Claims:

  I spoke to an Apple Card (Goldmans Sachs) representative regarding OWCs claim:  OWC was never advised by Apple Card (*************************) that the charge was reversed back to me.
  Once again OWC is lying.
  As per the **** representative: "Every time ANY change occurs in a disputes status, Apple Card reports the change to BOTH parties involved in the dispute.
  I have filed 4 disputes against OWC via Apple Card ****.
  Apple Card credited back to me the original charge 3 times (because I never received the replacement) and then reversed the charge back to me 3 times. The reversal is due to OWCs lies.
  Apple Card said they did the reversal(s) because OWC said: I have the replacement unit in my possession which is a blatant lie.
  Currently I'm in the process of the 4th dispute against OWC which is still open).
  The first 3 disputes were reversed back to me because OWC claims they sent me the replacement unit (which they never did). 
  Note: As you can see by OWCs response, they are now admitting they DID NOT send the replacement unit to me and have NO proof of delivery.
  Apple Card keeps reversing the charge back to me (3 Times) because OWC keeps lying to Apple Card stating they sent the replacement to me without any proof of delivery.
  Again, I do not have a replacement unit in my possession and DO NOT WANT ONE.  This dispute has been going on for a YEAR. 
  

  To Sum it Up:

  Purchased item from OWC; it was defective and could not be repaired; never got a replacement; I want my money back.
  OWC got their unit back that I paid for.
  My credit should remain PERMANENT which is all that I want.
  
  You may contact Apple Card (*************************) to verify what I am saying is accurate.
  Current Open Dispute # D-13936473.    Apple Card 1-877-25
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/06/2024

  Hi ******,

  After much digging, and multiple requests for status on the chargeback, I was able to prove that you were correct, we are winning the chargebacks on our side. I don't know if it's just been that we've requested status on them prior to the wins each time, that's not relevant at this point. What IS relevant is that you are correct, and I need to get this processed back to you as a refund ASAP.

  The fastest way would be via ******, I can have that processed in the next 1-2 business days, but I do need to verify the correct ****** email for you. Can you please reach out to my direct email at ********************** and let me know what email address would be correct to process a ****** payment back to you? Alternately, if it is the email address associated with your account here, which is a Gmail address, and you wish to respond here in the BBB thread, that is fine as well, I just don't want to place your email address anywhere "publicly" for security purposes. 

  I know that this has been a mess, and I do not expect you to accept it, but I would like to offer my sincere apologies for the frustration and time this has taken. This has in no way been acceptable, and I am sorry that there have been many instances of misinformation and ball dropping with your case. I appreciate your persistence, though, as your insistence kept me re-checking with accounting, until we finally got the answer that is correct. 

  I look forward to hearing back from you to verify the email so that I can get this paid back out to you in full ASAP.

   

   

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22355014
  
  I am rejecting this response because:

  I DO NOT have a Pay Pal account.

  Send the remittence via bank check or **** money order to my home address:

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

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

  Ocala, Fl 34481
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/13/2024

  Thanks ******, that check is mailing out to you today!

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22355014
  
  I am temporaly rejecting this response because:

  After I receive the check and it clears I will close this complaint and considerate settled.

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

• Initial Complaint

  Date:07/16/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/05/2024

  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.

  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

  Date: 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

  Date:04/03/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/06/2024

  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 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

  Date: 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

  Date:02/27/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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.