ComplaintsforGranite State Computer, LLC

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In eary September 2023 my computer, a Dell Precision 690, started failing. Before it failed, error lights indicated that there was trouble in the mother board. Because of a previous contact, I called Keith T. C****** at Granite State Computers, which is located at 27 West Main Street, Hillsborough, NH 03244. His mailing address is PO Box 1942, Hillsborough, NH 03244. Phone: (603) 724-6594. Website: www.granitestatecomputers.com Prior to this Mr. C****** assured me that he could repair my kind of computer. I called Granite State Computer and took advantage of the option of having them pick up the computer at my house. This was done September 6, 2023. To summarize my complaint; Mr. C****** has been in possession of my computer for 12 weeks. He has not informed me of any progress other than taking it down off the shelf. The most serious issue is that he deprived me of access to important data and information that I use every day. On 9/19 Mr. C****** informed me that replacing the mother board would require 3 to 5 hours of work at a cost of $500. He said if I would like to proceed, he could start in the 9/20-22 time frame. On 9/20 I told Mr. C****** he was authorized to incur all costs necessary to achieve a well functioning and reliable computer for me. On 9/29 I asked Mr. C****** for a progress report. His response was that he would schedule taking the computer off the shelf and that he would keep me posted. On 10/7 I asked for another progress report. There was no reply. On 10/26 I called him on the telephone. He did not answer. I left a message. He did not return my call. On 11/1 I suggested a simple way to get the needed parts. He ignored that and said he was still looking for a suitable board. At this point I had been without my computer for two moths. On 11/11 I asked Mr. C****** to explain some of the terms used in previous emails. Also I told him that I had some ideas on how to solve the mother board parts problem and asked if we could work together to solve the problem. His response arrived 10 minutes later saying that he would be returning my computer later in the week. I sent him an email 21 minutes later saying I was disappointed that he did not want to hear what I had to say and did not want to work with me. On 11/16 Mr. C****** informed me that he needed more time because parts are difficult to acquire, he does not trust sellers of used parts, and new parts are not available. Then he offered to spend more time looking for parts in a way that has proved fruitless. On 11/17 I went online and found two second hand computers that are the same type as my computer. Both are for sale by reputable dealers. These computers have functioning parts that can be used to repair my computer. I suggested this would be the faster route to getting my computer fixed. My last words were "What do you think?" No answer has been received. 11/28 Mr. C****** has been in possession of my computer for 12 weeks and he has nothing to show for it. 12/1/23 I request that Mr. C****** help me buy a refurbished Dell Precision Workstation 690 and either transfer the mother board to my computer or transfer the disk drives from my computer to the new one.

  Customer response

  01/02/2024

  Dear Mr. *******
  
  I have not had any communication from you since your letter of 12/14.
  Your letter of 12/4 says that BBB will make every effort to have
  complaints closed within 30 days. It has been well over 30 days and
  there has been no notice that the case is closed. I have been waiting
  anxiously to see if BBB can refer me to other agencies for assistance.
  To the extent you can, please help me obtain the return of my computer.
  
  ******* ******                        January 2, 2024

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