ComplaintsforGadgets Unplugged

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped my computer off on the 15th of February for diagnostics got a call back on Feb. The 20th saying it was the board I asked will it be replaced with the same board and was told that since it had a proprietary board that yes it would be I said OK I went in on the 22nd of February and paid ****** and was told ok will take 3 to 5 business days called at the 5 business day **** and was told it was not ready I finally get a call on March 1 saying they replaced the board, but it was a board I had not authorized to get because they could not get the proprietary board, and since they had to do that they had to put in a wifi card in (even though the original board had it built in) they had to rig my *** 3.0 to even get it into work at 2.0 speeds, and had to rig my headphone/speaker and microphone ports to even work. 8 said OK what ever I guess what's done is done, and was told it would be 2 more days. I called today March 3 and was told it was ready for pick up I asked about the rgb lights and was told they would not work, passed off I went to pick it up and I complained and said I would fight this though my bank or whatever, they tried to refuse toilet me pick it up and threatened to *** me if I disputed the charge though my bank. They said they were going to get parts in to fix the *** 3.0 is*** and give me some rgbs, but at this point I don't feel comfortable taking my computer back there, but I would at least like some of my money back due to the fact I could have ordered a case, new board, and fan off amazone and had it in 2 days with another day to install it and would have pa8d less

  Business response

  03/04/2023

  This customer came into our store with a ****** desktop that had a bad board. Our timeframe for diagnostics depends on how busy we are. We are a first come first serve business. We found out the board was bad and gave the customer a quote based off of what ****** was saying. When we go to order parts, we are told by our ****** rep that they do not make that board anymore but instead will replace it with a ************** that is the exact same specs. The **** GPU, hard drive and other parts would just plug in. They said we may have to use extension cables on some of the front audio and front ***. The *** on the front is operating at *** 3.0 because we installed a *** 3.0 extension and it is plugged into their *** 3.0 header. Once we replaced the board, we noticed that the hard drive was also bad. We replaced the customer's ***** NVME drive with a brand new drive at no cost. We went beyond what we were paid for to make sure that this customer was happy. The only extension we didn't have is the front audio which we had to over from overseas. The customer came in to pick up the ** but got angry because his RGB lights did not work because they were proprietary to the original board. These lights are just aesthetic and do not increase performance. With the 15+ years I have been doing this, I have never experienced a customer get angry and almost physical with one of our techs over lights. We told the customer we will replace all of his lights with lights that work with the new board at no cost just like we did with his hard drive. He said he was going to take the ** with our parts in it and file a return with is bank. We said no you can not do that because that is literally stealing from us. We told him we can install all his old parts and issue a full refund back to his card. He still did not want that and said he was going to take our parts and do the return from his bank. He was leaving and the techs brought this to my attention so I had to contact our local police department. When the cops showed up, he had already left. My employees pulled the security camera footage of the interaction and also gave his information over to the police so that if he does try to do a charge back we will have to take legal action. We were willing to issue a full refund back to him and install his old parts but for some reason he thought that it was ok to do a charge back and still take a 100% working computer with him when our parts were in there. The only thing that did not work is his front audio and his lights. We had informed the customer about the front audio a few days before and he was perfectly fine with it. There was never a point in time when this was here that he got mad because of something we were doing. My techs kept in contact with him through the entire process and informed him what was going on during each stage. The computer has his same **** GPU, and Ram that it came in with. The ** left working with the same specs it came into our storefront with. The only 2 things that did not work when he picked it up were the colorful lights that have no performance gain not working and the front audio not working (there is audio plugs in the back so he can still use headphones and speakers). He was already aware that the extension cable for the front audio was coming from overseas and would take weeks so we wanted him to pick up the ** and use it until then since that would not effect performance. I am not sure why he got so angry with the colorful lights not working. Everything else was explained in detail. We even replaced another part that was bad (his 256gb NVME hard drive) with a brand new drive that was the exact same size and specs at no cost to him. We even installed all those extensions and reinstalled Windows at no cost to him. We are now replacing all the colorful RGB lights for him at no cost. I am not sure what else we can do from here for him to be happy when we even offered a full refund back to him with his original parts and went far beyond what he paid for us to make sure this ** was 100% working. During his complaints up front when he was picking the ** up, he mentioned that he could have done all the work himself and had it done quicker. Why would he then bring it somewhere to not only have it diagnosed but also to have it repaired? Regardless, we are still waiting on those lights and audio cable so we can complete this for the customer. 

  Customer response

  03/06/2023

   
  Complaint: 19535816
  
  I am rejecting this response because: there was no contact between it will be the original board untill it's almost done this is what we had to do, if there had been any communication between the time ibwould have had them not do it and purchased my own parts and done it myself (new case so I did not have to rig things new board and new fan) the only reason I took it in was because I have never worked on ****** and wanted to get an opinion, buy not informing me that it was going to be a diffrent part then what I was told I could not make that call, it is also a breach of contract
  
  Sincerely,
  
  *************************

  Business response

  03/06/2023

  I am basing all of this off of 2 technicians words and their notes on this situation. We have gone beyond what we were paid for to make sure this PC worked even before the customer complained. The **** was bad and we replaced that at no cost and now the customer wants a partial refund. There is literally no difference in specs from when it was brought into our store front to when they picked up the *** The only things that do not work are the lights and the front audio. We were solving the front audio (once again at no cost) even  before the customer complained. The only thing extra we were wanting to do after the customer complained was get the lights working. Everything else was brought to their attention and there were no problems until they picked up the computer and saw that their RGB lights were not working.  

  Customer response

  03/06/2023

   
  Complaint: 19535816
  
  I am rejecting this response because: still should have been brought to my attention before any work was done once this bussiness realized they would not be able to replace the original board instead of doing unauthorized work
  
  Sincerely,
  
  *************************

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