ComplaintsforMacNest
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Complaint Details
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Initial Complaint
08/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Sold me a laptop on **** that they refurbished. It stoped working after 2 months of light use.Business response
08/19/2024
Dear *****,
Thank you for reaching out to us regarding your recent purchase of a used laptop from our **** store.
We understand your concern; however, our return policy allows returns within 30 days of receiving the item. Unfortunately, your request falls outside this period. Our return policy is clearly stated in the product listing, and by completing the purchase, you agreed to these terms.
As we specialize in selling used laptops, we do not offer additional warranties beyond the initial return period. Each item is thoroughly inspected and tested before shipping to ensure it meets our quality standards.
We appreciate your understanding in this matter. If you have any further questions or need assistance with the product, please don't hesitate to contact us.
Best regards,Initial Complaint
02/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Item was purchased, I took it to a computer shop to have the logic board installed, it did not work, now I have to pay a second visit to the computer shop to have it removed and eat that cost. It is wrong that I have to foot both of these bills because I was sold something that doesn't work. I provided screen-shots to the seller with matching serial numbers to show what the issue was. Instead they chose to lecture me in the first email, then threaten me with police action in the second, claiming that I was trying to scam them. PayPal requires you enter a tracking number in order to file the dispute through the app, I entered a series of zeros and indicated multiple times that I want a resolution to have the hardware removed. I also have until March 3rd per the case I opened to return the item.Business response
03/05/2024
Dear **************,
I trust this message finds you well. We are reaching out to provide an update on the recent dispute surrounding your purchase of a logic board from **.
On 2/12/24, we received your request for a replacement logic board, and shortly thereafter, PayPal notified us of a dispute regarding the transaction amount of $419.99. In our response, we clarified our return policy, allowing returns for any reason within a 30-day period.
We understand that our communication may have been perceived as inappropriate, and for any misunderstanding caused, we sincerely apologize. Our intent was to clarify our policies and extend assistance in line with our commitment to customer satisfaction.
On the same day, PayPal informed us of their request for you to return the item, with a commitment to issue a $419.99 USD refund upon confirmation of the merchandise's delivery to us. On 2/17/24, we received notification from PayPal that you had purportedly shipped the item back.
However, on 2/19/24, PayPal sent a final reminder, stating that without a response by February 22, 2024, the case would be closed in your favor. Investigation revealed that the tracking number provided consisted solely of zeros and did not correspond to a valid return shipment.
On 2/22/24, we received notification from PayPal that the case has been closed in our favor due to your failure to return the item. Throughout this process, we encouraged your compliance with our return policy, understanding the challenges you faced regarding disassembly costs.
We draw your attention to our Terms & Conditions, agreed upon during the order placement, which state:
"3rd ************ Services Look, we arent going to cover installation or other service charges for a part you purchased from us if you take your device to be serviced by a 3rd party.Services performed by a 3rd party on a product you purchased from us or a device that we serviced for you will immediately terminate any active AppleParts.io warranty."
Despite these terms, we agreed to the return, unfortunately without receiving the item.
It is with disappointment that we note your violation of our "Terms & Conditions," agreed upon during order placement. Despite our willingness to facilitate a return, we were met with the threat of legal action.
In light of these circumstances, we find it challenging to identify a resolution that addresses your attempt to seek a refund without returning the item, along with the violations of our mutually agreed-upon policies.
We remain committed to fair and transparent business practices and sincerely regret any inconvenience caused. If you have any further concerns or would like to discuss this matter further, please do not hesitate to contact us.
Thank you for your understanding.
Sincerely,
ApplePartsCustomer response
03/05/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
At no point did I ever say the item was shipped, the whole dispute was about me having to pay a shop to install and then remove a faulty component. I am not qualified to install this hardware on my own and it is inappropriate to expect a consumer to do so rather than take it somewhere qualified. Additionally, at no point was any communication made to me about this specific part of the issue. It is wrong to expect a consumer to consume the costs of repairs on a defective product and even more inappropriate to make accusations and threats rather than discussing a solution. I do not accept this response and this issue is not resolved
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
03/06/2024
Dear Buyer,
We wish to clarify that any installation costs incurred by you through third-party services are not covered by our company. This stipulation is expressly outlined in the terms and conditions to which you agreed upon when placing your order.
Should you have any additional questions or require further clarification regarding this matter, please feel free to contact our dedicated customer service team.
Thank you for your understanding and continued association with our company.Sincerely,
AppleParts.io
Customer response
03/07/2024
I should not have to pay for costs to have faulty hardware installed and then removed I have sent you pictures showing there are issues with it with a matching serial number. This matter will not be considered closed until this aspect is resolved. It is with the expectation that the items purchased are functional when a purchase is made and again, it is inappropriate to expect a consumer to dismantle a computer and put it back together when they are not qualified to do so rather than taking it somewhere that is. Additionally, threatening me with police action when I sent a screen show clearly showing that I HAD NOT provided a tracking number yet is proof from the start of an unwillingness to compromise and I take offense to the accusation. Please see the attached screen shot, again, proving that at the time PayPal was still awaiting a tracking number
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.