ComplaintsforAlamogordo Technology Solutions, LLC

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 25th 2023 I dropped of my device for diagnostic and cleaning. During this process they found a damaged component and offered to replace it, I then paid for the new component. Now, on March 7th of 2024 they still have my device and are refusing to continue the repair even going as far as to remove the new component. ***** **** refuses to refund me for the part, and the services. He also refuses to return my device in the condition it was in when I brought it in. He claims it will either be returned to me in pieces, being the current state of repair, when I pick it up in shop or they will mail it to me in the same state. ***** **** claims that the contract I signed states that they only had to do the diagnostic and cleaning and therefore they don't have to give me the new component or refund it since they complied with what they agreed to. To me this is shady and dishonest. I want my device back. I want them to repair it with the new part and return it in full working condition. If they refuse to do that, then I want a refund for the part and for my device to be returned the way I brought it in. (Amount paid is approximate.)

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a computer from this company on Dec 11, 2023. I haven't received it. There has been no progress since then. They continuously give me reasons why it hasn't arrived. I have called and visited them several times for updates. From approx. two to seven weeks, they said they were still waiting for it to ship. At approx. seven weeks they said it had initially gone back order. They then said the computer had come in but was damaged. I was not informed of these details until this time. They said they had to get authorization from their vendor to return it. They say the computer was returned and are awaiting shipment. Their communications have been lacking. I am usually the one who initiates contact. Several times, when they said they would do something, it never happened. When they say they will call, they rarely do. At one point they said they called twice in one day but there is no record on my phone. (There was another time they initiated a call). When I made the purchase they were to email me the invoice. It took me three calls and four days for them to send it to me. At seven weeks, I asked for a refund. They stated they would not refund my purchase until they get a refund from their vendor first. Currently, at nine weeks, they say they are still waiting on an email from the vendor for the status of the refund. It is this kind of customer service that I don't want to deal with, especially if I need to work with them during the warranty period or with any other future interactions. I don’t feel they are trustworthy. I am tired of waiting on them. I am trying to be understanding if they are indeed waiting on their vendor, that it was back ordered and that it also may have come in damaged. They say it’s not their fault, but I believe that is their problem, not mine, to have to deal with a vendor. Bottom line, whatever the reasons, I don't have the product after nine weeks. I feel that this time is excessive and has gone on long enough.

  Business response

  02/13/2024

    WE as the business have reassured the Mr. ****** that we would resolve the issue at hand. WE have spoken to him on multiple occasions, as recent as yesterday afternoon at 5pm. During this call we advised we were still waiting on the vendor to advise us if our situation did qualify for a refund. We explained to Mr. ****** that we would work to try to get a refund for him, although we have a very strict policy of NO REFUNDS which is understood by our clients, and posted throughout the retail location, and on the invoice, and service agreement.  Our policy remains in effect, as we are a small business, and cannot afford to absorb the losses and have clients requesting refunds after devices have been ordered on their behalf.  WE have had enough situations in the past that forced the business to change its policy, and become stricter, or risk the business taking thousands in losses, to which would cause irreparable harm, to the company. We service thousands of clients each year, and it is our policy as stated on his service agreement, and invoice to which both have his direct signatures, showing understanding of this policy, and the terms of the sale. WE advise clients if they do not agree with the conditions of the sale, and our policies that its best if they utilize another company, to get their needs met. WE cannot alter the terms of our agreements and policies if issues do arrise, that are covered in our agreements. If the issue is not a covered issue, and is no fault of the business or the customer, we will would entertain a request. This invoice does not qualify. Even though, this invoice does not qualify, we still are attempting to request a refund from our vendors, on the customers behalf. 

    What the customer fails to add, is we worked for many days, after this order was placed, and with no additional cost to the client, to repair his other device, until his new unit arrived. The customer fails to add, that this took multiple days, and an exchange of parts, under warranty, well after it had expired, as an attempt to give the client a device that was operational while we waited for the order to arrive. This, understandably, is left out, as to build the customers position as the victim in the matter. All this being said, we ordered the device for the client, right before the holidays. Again, failing to account for the days the business was closed for the Christmas and New Year holiday, which in turn, delays the delivery of parts. The customer was well aware that this would occur, and that the device would be slower to arrive than usual. We were made aware shortly after the order was placed with our vendor, that due to shipping delays, across the country, the device went on Backorder. Backorders typically are resolved within 7-14 business days. We attempted to reach out to our client on multiple occasions, which was recorded by audio and visual surveillance, and recorded in daily activity logs, that the staff does record. Once the backorder is filled by our vendor, typical shipping times apply. This is business days, not including weekends or holidays. We understand customers may not understand this, but again this is covered in our service agreements to which we have signatures.

    Device was received between 20-25 of January, and once the device was received we were immediately aware that the unit appeared damaged, via the condition of the box as it was dropped of by UPS.  WE immediately requested another device be shipped, and based on policy we had to return this device, before that was to occur. This is common practice in our industry, as we are bound by separate agreements we have with our vendors. We do not release vendor information to clients, even though they may feel like they are entitled to this information via the purchase. Again this is covered in our agreements to which we have signatures. As we identified the issue with the condition of the unit, to which was determined to have been damaged by the courier, during shipping. AS our vendor is not responsible for this damage, this requires us to file a claim with UPS for damages. Even though this was the case, our vendor agreed to send out another device, even though cost of device is over $800. WE explained this to our client, and he requested a refund, shortly after. This was unfortunate, due to the series of events, the amount of work we had already done to not only repair his current device, and the amount of time and effort it takes to resolve issues such as these. We advised the customer of our policies, and even though these remain in place and were in place at the time of sale, we were making attempts to get a refund for the customer from our vendors. This unfortunately goes unappreciated, and its clear by the filing of this complaint, and the failure to clearly and accurately explain the acutal events that took place. 

     As we are working to recover a refund on our clients behalf although this does not qualify, we are currently waiting a response from our vendor and the management staff they have, which approves such requests, even though this issue is no fault of theirs. We have since cancelled delivery of the device to prevent any additional cost the business would incur by returning the device to our vendor. It was our recommendation to let us finish the work that was requested, by letting us take in the new device, set it up, and possibly transfer data and install software. If the customer would have agreed to do this, this would have been done by now. Because he refused the device, he not only delayed the process, and requested us refund his money, in full, by a certain date, which puts the business in a difficult position, between our customer and our vendors, both having value an affect on the  daily operation of the company,  As of yesterday we have taken multiple calls and advised would take some time, and as of yesterday Feb 12,2024, have communicated with the customer, advising him on status.  To insinuate that this has not occurred is deeply concerning. 

    We are currently awaiting this decision from our vendors, and we will advise as soon as response is made. If at any point the client wants us to cancel this, and proceed in another way we are more than happy to have that discussion through mediation. 

  Customer response

  02/16/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  I agree with some of their statements.  However, I would like to comment on some and address the statements I do not agree with:
  “Even though ‘This invoice does not qualify’ we still are attempting to request a refund from our vendors, on the customers behalf”.
  
  A consumer should have the right to a refund if services are not provided in a reasonable amount of time. In my opinion, waiting 9 weeks to get my computer is excessive, no matter what the reasons.  I feel that a business would go the extra length to rectify a situation such as this.  In this case I believe a refund is warranted. 
  
   “What the customer fails to add, is we worked for many days, after this order was placed, and with no additional cost to the client, to repair his other device, until his new unit arrived. The customer fails to add, that this took multiple days, and an exchange of parts, under warranty, well after it had expired, as an attempt to give the client a device that was operational while we waited for the order to arrive”.
  
  Due to the initial 2000-character limit I only included pertinent info on the ordered computer issue.  They did say they would try to get it working well enough while I waited for the new one.  They also offered a loaner before they went on vacation.  They were to call if that would be possible, but I didn’t get a call.  That was the first occurrence of their lack of communication with me.
  
  “All this being said, we ordered the device for the client, right before the holidays. Again, failing to account for the days the business was closed for the Christmas and New Year holiday, which in turn, delays the delivery of parts. The customer was well aware that this would occur, and that the device would be slower to arrive than usual”.
  
  I was aware of this and was prepared for the anticipated delay of what I assumed would be no more than a week or so. Their being gone for a week should have had no impact on the order since it should have been ordered before they left.  If the vendor was also closed for a week, then I would agree to the extra time required to fulfill the order.
  
  “We were made aware shortly after the order was placed with our vendor, that due to shipping delays, across the country, the device went on Backorder. Backorders typically are resolved within 7-14 business days.  We attempted to reach out to our client on multiple occasions, which was recorded by audio and visual surveillance, and recorded in daily activity logs, that the staff does record.  Device was received between 20-25 of January, and once the device was received we were immediately aware that the unit appeared damaged, via the condition of the box as it was dropped of by UPS.”
  
  The back order and damaged package issues were not relayed to me until the first part of February when I made one of my visits to the store again in an attempt to get an update. Again, there had apparently been another delay of about a month, despite they say, “backorders are typically 7-14 business days”, for the back orders to be fulfilled.  I am not blaming them directly for this delay, but it added to the frustration of waiting because, again, I wasn’t informed of this.
  
  My phone records do not show any calls during this time period.  Since December 11, of the 21 calls that were made between us, 17 were from me and four from them.  Granted, some of my multiple calls on a single day went to voicemail. But, because of their lack of communication, I didn’t leave a message because I wasn’t confident they would return my calls.  I would rather recall until someone answered.  I can’t specifically remember the subject of their calls to me, but they didn’t concern the back order and damaged package issues.  Any info was the same; they were waiting on something.  They always seemed to have an excuse.
  
    “We do not release vendor information to clients, even though they may feel like they are entitled to this information via the purchase.”
  
  I didn’t make any attempts to get vendor info from them.
  
  …“we were making attempts to get a refund for the customer from our vendors. This unfortunately goes unappreciated, and its clear by the filing of this complaint, and the failure to clearly and accurately explain the acutal events that took place. 
  
  I can’t give accurate information of any events that took place because I wasn’t informed of these events until 2 weeks ago when I was informed of the back order and damage.  That was the first real update I got, and it was during one of my visits.  Up until then, excuses were all I got with no real information relating to the back order and damage.
  
  “We have since cancelled delivery of the device to prevent any additional cost the business would incur by returning the device to our vendor”.
  
  IF THE ORDER HAS BEEN CANCELLED THEN IT SEEMS LOGICAL THAT A REFUND FROM THE VENDOR IS IN ORDER.  I don’t see a problem with issuing a refund.
  To be fair, I realize I should pay the $200 for the initial troubleshooting of the old computer.
  
  “It was our recommendation to let us finish the work that was requested, by letting us take in the new device, set it up, and possibly transfer data and install software. If the customer would have agreed to do this, this would have been done by now”.
  
  When the computer would be done is irrelevant at this point. At any given time, I was hoping that surely I would hear from them by “next week”.  When that didn’t occur, I hoped I would be contacted the following week.  After weeks of waiting, I told them that I would make a decision based on what their next update/answer would be on my next visit.  Again, I reiterate; I would never get a call from them with an update, even if it was to say they were still waiting for an answer.  On or about the week of February 5, with no answer from the vendor I asked for a refund.
  
  “…and requested us refund his money, in full, by a certain date.”
  
  I never told them I wanted my refund by a certain date.  I had been waiting for their vendor’s refund decision.
  
  …”as of yesterday Feb 12,2024, have communicated with the customer, advising him on status.  To insinuate that this has not occurred is deeply concerning.”
  
  Their “communication” was after I initiated the call to ask them to email me the invoice for the new computer.  That was supposed to be emailed on December 11. I called three times on Feb 8 and four times on Feb 12. I believe those were some of the calls that went to voice mail. They didn’t give me any status except that they are still waiting on the vendor’s response for the refund. I find it hard to believe that one would have to wait two weeks for an answer.  I also asked why they couldn’t call them instead of relying on email.  My only thought is that they have been possibly stalling the entire time.  It is easy for me to feel this way with the lack of communication from them. 
  
  “We are currently awaiting this decision from our vendors, and we will advise as soon as response is made. If at any point the client wants us to cancel this, and proceed in another way we are more than happy to have that discussion through mediation”.
  
  Again, if they had attempted to inform me of the status, I might have been more tolerant.  Whenever I would call or visit for an update, and they said they would call me, not once was I ever contacted.  I was always the one to call or visit to see if they accomplished what they said they would do.  At one point, he said he was guilty of that and could improve.  (I am paraphrasing what he said).
  
  At this point I do not wish to do business with them.  I am concerned that their actions, or lack of, would be the norm if I ever had to do business with them concerning the new computer.  I am sorry, but I don’t have the confidence in them anymore due to the way they do business.
  
  Regards,
  
  ******** ****** 
  
  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
  

  Business response

  02/16/2024

  In response to the Rejection:

      It has long been our policy, to only call customers 1 time. We have a system currently in the rollout phase, that sends timely updates, if there is one to give. The expectation has always been, not only from *****, for us to call with updates, and communicate. We do our best to do so, as we only attempt updates as they occur. Often times, when items, orders, or disputes, refunds, are pending, we do not have any updates, only when the issue is resolved, or being resolved. We as a company understand how this can be frustrating, and even then, we do our best to follow up with our clients. With a small staff, as this is a family business, with both the owner, and the co owner, taking calls daily, from 10am to 6pm, we find it difficult to contact clients daily. We make our efforts to contact them, and if we get a voicemail or something like it, we typically update our system, and wait for the client to contact us. We are a small business with a short staff. With this short staff, we still manage to service around 25-30 new devices weekly. We do make every attempt to resolve orders and follow-ups as the business does allow. 

     AS far as this order goes, I want to clear up, what we meant, in our last statement. When we said "Cancelled", means the order was refused by us, awaiting return to the vendor. We are a small business and cannot afford to stock $700 -$1000 pcs. Our process is to order the device according to the customers needs. This way we are giving the client more of what they are looking for, both in functionality and features, than just getting something off the shelf. Again, this has been our process for 5 years, and it has worked well for both our clients and the business. AS for this order specifically, we were not surprised that this was forwarded to the BBB. We understood how the client didn't fully comprehend what was going on, and what the process was or is to resolve issues such as this. Our policy has always been "NO REFUNDS WHATSOEVER". Our vendors do not offer us refunds on devices. This is due to diminished value.This has been in place for various reasons, including the fact that our Card Processors, use a rating system for using them as processors. The more refunds that are issued, the more our rating drops, which in turn can harm the business and its reliability score with our processors. This reason along with various others are why we have a strict no refund policy. 

     In finality, we are currently awaiting a response from the vendor on our refund request, and device acceptance. They are in no way guaranteeing the acceptance, and the approval for a refund has to come from their upper management. AS we had informed the client, as soon as we have an answer we will have a resolution. We cannot give a exact date, although their staff usually responds within 7-10 business days. This was communicated to the client previously. They have asked us to provide a formal request, including the reason why we would not accept the device for delivery. Again, we are doing this even though our relationship with our vendors and our retail reliability score becomes severely affected. We depend on our relationships to conduct business and pass the best options and prices along to our clients. As soon as we receive an answer we intend to communicate in whichever manner the client chooses. As of today, our request has not been approved. We are checking in daily, to expdite this process and find a resolution. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing concerning a business that took my money and did not provide services, product promised, and not within any sort of reasonable time frame. I contacted Alamogordo Technology Solutions on 08/04/2023 about buying a brand new computer package and paying to get it installed . They accept my business and I paid for a brand new Dell computer bundle with two 24 inch monitors, tower computer, speakers, camera , set up and installation. It was paid in full that day, 8/4/23 and they promised delivery and installation in 2 to 3 weeks, tentatively 8/19/23- see receipt scan. They never contacted me for install, I called and went into the office multiple times over the next 4 months with them providing various excuses why my brand new computer was not ready. On 12/8/2023 the owner/manager finally came for installation to my house and brought a “replacement “ HP computer because dell was out of stock. He set up 2 small monitors and claimed they were 24 inches. I measured them in his presence and they were 17 inches. He promised to replace them on 12/12/23 and did not show up. I returned to office and was told they would deliver 1/12/2024 and they didn’t show again. On 1/13/24 I called and was told they would call me back after 2:30 pm but they didn’t. On 1/15/23 I went into the office and once again requested the screens I paid for but they said they didn’t have them at their office. They offered to deliver them at the end of the week, but I requested a pick up since they no showed multiple times for deliveries. I was able to obtain the monitors on 1/19/2024 and install them myself, over 5 months after my order. I am very concerned about their business practices and worry that other people could be getting cheated out of what they are paying for and would like to see a report on this business or an investigation on their business practices. Thank you

  I paid for a new computer but this company installed a used computer manufactured in 2017 and I was told it was new. On 8/4/2023 I paid for a brand Dell new computer set up bundle with installation. On 12/8/2023 an HP computer was installed at my house and I was told it was a substitute because the Dell was out of stock and the HP was actually a better computer. Two 17 inch monitors were delivered versus the 24 inch monitors I paid for. They promised replacement on 12/12/23 (didn’t show up), 1/12/24 (didn’t show up). I went to the office and picked them up on 1/19/24. When I went to install the monitors I realized one HDMI port on the computer is broken and the computer has obvious signs of wear. When I looked up the computer serial number on HP registration site it shows it was preowned and manufactured in 2017- not a new computer that I paid for. I want my money back to buy a new computer.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Alamogordo Technology Solutions, LLC fixes phones, computers, and gaming devices. In July my spouse dropped off a Nintendo DS for a broken screen. We have not received the device back. We have heard the same excuses about parts being on order or parts they ordered not working. After hearing the same excuses, the last update is that they ordered new parts on Sept 19, 2023and were working on it again. This happened too long ago I can not pull up the transaction of how much we paid because THE DS was dropped off in May of this year I believe we paid over $250 my husband remembers paying $315. another issue my husband's phone shut off one day and would not turn back on. He took it to them on 9/5 and paid 196.15 to have them order a new screen and repair it. After many calls of us checking on the status with no updates from them they finally said they could not fix it and asked if we would like them to order him a new phone. My husband said yes and paid them 388.35 for a new phone. The company said they would order it that day. We have yet to receive this phone my husband paid for. We have been told 3-4 days at least 10 times. We have been told they got a phone and it was broken, They tried to upsell my husband on a different phone. They refuse to give us the money back for the phone. While in their business we hear them say all the same things to every person using the same lines of 3-4 days. This Business is scamming people out of many and not returning the electronics after. They make people wait so long and jump through so many hops that people just give up. This town is full of older retired adults that don't understand these people are lying about how long it really takes to fix and replace tech.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 02/10/2022, I paid $331.78 to repair my IPAD Air 2 A1567. About two months later they told me *** had lost it and they would give me a replacement. About six months later they supplied a replacement one the was not cellular and just WiFi capable. I had taken it to the local ******* store where they informed me so. So I took it back to them and told them, that I wanted a cellular IPAD . They keep telling me that they have to go thru there dealer for a replacement. It's been now over a year! and going on two years now.

  Business response

  07/25/2023

  Mr.****** visited our store for a device repair, in 2022. As we sent the device out for repair, we had an unfortunate package loss by the carrier. We filed our loss claim and still are waiting for a resolution. In efforts to resolve the matter with Mr.******, we replaced the device with a device of Equal Value, based on our contractual agreement so Gb Ed at the time of repair. 
     Mr.****** at the time of reciept, did take the device but soon returned, explaining he didn’t wan the device due to what ******* said it was. We advised that our contractual agreement did state we replace with a device, of equal value, or with a replacement that is readily available for delivery. The model of device Mr. ****** did bring in for repair, is no longer available as the age of the unit has surpassed “serviceability”. We explained that we will replace with device based on contractual agreements only, as this is company policy. The agreement does state that Mr.****** has the option to accept or deny, but may not hold the business liable if a delivery is rejected by the client. 
    The client has visited the store demanding a resolution, being verbally threatening and making staff uncomfortable, making statements to other clients in our store, at the time, and to our staff who are female. Mr. ****** made demands to which the business could not meet, such as “buying the device from *******”, to say, if possible would not sustain the company operations for any length of time, as buying a device at retail price, is not a solution available. We are a discount repair store, offering products and repairs at steep discounts compared to the industry average.        Outside of this, the company is and has been consistently committed to finding a solution that works and that can be accomplished within reasonable means with respect to the contract that was signed at the time of repair. Due to the unwillingness and the threatening demeanor of the client, we respectfully asked the client to use the tools that are available, instead of coming into the business, again, being loud, abusive, and verbally aggressive , and making statements to customers in the lobby of business, indicating not trust us, we are thieves, and are scams. This is putting my staff and their safety at risk. We have made reports to the local authorities providing Name, Address and Contact info, in the event an incident was to occur in our retail location. 
     We appreciate the attempt to facilitate a solution that works for both parties moving forward. It is our hope this can be accomplished. ——Management—-

     

  Customer response

  08/04/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  iPad given by the company was of lesser value, then the one I had given them to repair. I had given them $ 331.78 dollars to begin the repair process. They have decided that I get nothing in return.!!! This is not how business should be done. It’s wrong to keep the money and not replace the like item. By reading all the complaints, I can see that this company does this frequently. It’s just not right.
  
  Regards,
  
  **** ****** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  07/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Equipment was dropped off May 2023 as of date we have not had communication with business. Multiple voice, messages and messages left with employees. Requesting an update and return call on equipment. However, customer has not received call back. Customer informed of product issues asked to pay in full and as of date nothing has been completed. Ridiculous for a business to keep item for three months and no communication with paid in full customers.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brought Samsung Galaxy Book 12 in on March 2, 2022. Paid in full up front (only way company would work.) Simple battery replacement was all that was needed. It is now June 9, 2023 and have been given nothing but excuses and outright lies. Was told by an employee that the screen got cracked in the process, owner gave a different story. Was told it was sent out for repair and was lost in shipping, insurance didn't cover enough (wasn't insured properly) and he would replace with an equal unit. This has been going on over and over. Replacement unit supposedly being sent for the last 6 months. Reviews on Yelp, local chamber of commerce show similar results for multiple customers. Obviously a criminal enterprise. Wife is the same for lies and false promises.

  Customer response

  08/24/2023

  Enter my response as resolved. Thanks!

• Initial Complaint

  03/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On January 10, 2023, my father wrote a check in the amount of $1,187.84 for an Apple iWatch to a Mr. David P*** - owner/operator of Alamogordo Technology Solutions (3205 North White Sands Boulevard, Alamogordo, New Mexico 88310, 575.415.2177). This check cleared my father's bank account on January 12, 2023. As of the date/time of my writing this, he (my father) has still yet to receive his merchandise. We have been checking on the status of this regularly for the past two months. Each time we ask, we have been told a multitude of untruths, i.e., it has been delayed due to weather, it is in the mail, we'll provide you with a tracking number (which we never receive), ignored phone calls, un-responded to messages, etc.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 8th, 2022 I paid Alamogordo Technology Solutions in full $297.22 for a charge port repair on a laptop. I was rushed though some paper work (I was not provided copies), and told it would take 7-14 days. So when I later called to inquire about the laptop and it's repair status, the business owner says it's finished, and to come pick it up. So I drive all the way down to his store (50 mile round trip) only for him to say, "Sorry, I got your order mixed with someone else's, yours is not finished yet, we're very sorry". I then inquired about the laptops location and how long it would take to finish. To which he says "It's at our previous store location (which is in the same town) getting worked on, it should be about a week and a half." so we leave and go on our way. Some time passes, well over a week and a half, and no update. So I inquire about it's status, the dude says "The service has been completed, I'm just waiting for it to arrive at my store". He's been saying that for 3 weeks now, and I decide to send an email requesting a refund, and the laptop to be returned to me, and threaten to take a report up with BBB. At this point I'm wondering why it's taking 3 weeks for the laptop to go from one store to the other when they're in the same town. So the dude responds to the email saying he uses a third party service for the repairs that had to be done, and that he "explained it in full when I dropped the laptop off." which is not true, otherwise I wouldn't be calling almost every day wondering where the laptop is at. I'm pretty sure the guy is trying to take credit for his third party service's work, and that's why he lied when I inquired about the laptop the day I went with my dad. It was only when I threatened to contact y'all when he mentioned the 3rd party service. This business has a track record for lying to their customers: *******************************************************************

  Business response

  12/02/2022

  We did receive a request for service from the customer. The device had a bad charging port which required additional services outside of the office, from a 3rd part. At the time of service we recommended the repair, and invoiced the customer. AS I STATED to the client, when we spoke to them with an update, there was a situation which the Carrier in this case UPS did not have an updated tracking on the device, after it was sent back for delivery. After a short time, we again reached out to UPS and they did state that the package could arrive anytime, and if not we should file a claim. WE spoke to the customer shortly there after, and advised them of the situation. Due to the nature of our business, we at that point did conclude it was realistic to assume that we may not receive the devices, back without filing the claim. We at that point did communicate with the customer that WE WOULD provide a replacement for them. WE understand that this wasn't an issue that we want to have, and it was unfortunate that the Shipping Company could not locate the package at the time. We informed the customer that we would again, REPLACE the device at no charge to them, and we would receive it within a few days. 

       Immediately following that conversation, the customer did call back and state they wanted a refund for services AND a REPLACEMENT device. I informed the client that this was not realistic,  And we would have to decline the offer, as it stands. Again, I informed her the company would replace the device, with a unit that was exactly the same, or comparable to theirs. They again, Declined and began to get irate, and like before began to threaten legal action, police and so forth. OUR policy is clear, and states that when and if a solution is not achievable, we would make every attempt to resolve any disputes in store. When Legal action is threatened, We, in the best interest of the company, no longer perform any work, and label the invoice as disputed. We then anticipate the legal process to run its course, and we respect and fully comply with any and all recommendations as the court deems necessary. That is where we stand today. 

    Thank you for giving us the opportunity to work along side of the BBB to find solutions, to disputes.  WE hope to resolve this as quick as possible. 

                                                                                                           

  Customer response

  12/05/2022

  
  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. On the condition that a laptop of equal value be provided, or a check of equal monetary value be provided and shipped the following address:
  
  ****** ******
  **** ****** ***
  ******* **
  *****
  
  Regards,
  
  ****** *********

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 01/06/2022 I paid for my Apple Watch series 3 to have the screen repaired which I was told could be done. David P*** then over the course of several months attempted to replace the screen and then order me a replacement Watch. He claims he received several replacements but were all were not viable. I have followed up multiple times either by phone call and email dates 7/12/2022, 07/18/2022, 07/23/2022 and 08/04/2022 on the status of my watch and still have not received my replacement. On 08/15/2022 we were told my replacement Watch arrived but was at the shop. They were told we would be going back on 08/16/2022 to pick it up. My mother went by to pick it up after 5:30 on 08/16/2022 and was told the watch was still not there but at the other shop. My mother demanded my original Watch and a refund to which they responded they do not give refunds. All I want is an acceptable replacement for my watch which is what I told or my original watch back along with a refund. I am happy to forward any emails and the receipt which I received in an email as proof.

  Business response

  09/07/2022

  In response to the complaint filed by the customer, the information is as follows. WE intially completed a repair on her device. During the repair, further issues arose that prevented us from completing the repair, to our standards. At that time, we did reach out to the client, and gave our recommended solution. A device was ordered for the customer, after recommendation. We did this while following our policy on repairs, and replacements. WE provide a 100% gurantee. After replacement device did arrive, the Clients Mother, came to the store and refused delivery, as the device was not to her standards. The replacement device is a refurbished unit, to which is within our policy to provide as a replacement. The clients mother, decided this was not sufficent, and said her daughter, the client, would be getting in touch. Again, our policy states, that if during a repair, another issue does arise, or is identifed, we are not responsible for additonal repairs, if needed. This is and will be the clients responsiblity. These device are fragile and issues do arise when repairs are completed. Because of this, we do stand behind our policy. As I spoke to the Client herself, she was fairly understanding, and I as the owner agreed to replace the device with something comparable. The comparable device, was in this case on backorder, and we decided after an extended wait time, to order from a different vendor. Again, we decided to preserve customer relationships, and expierences, to bypass policy and order a replacement. We currently do have the replacement in stock, and it has been for a few weeks. Due to scheduling and holidays, I have periodically been unavailable, and due to the issues we have had, I as the owner, must personally deliver and complete the process. As we notified the customer, we also recieved the information from the BBB. Due to this issue being forwarded, we will await resolution of the complaint before delivery of the unit, again to perserve the standing with the BBB. 

  Customer response

  09/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I notified Alamogordo Technologies via email on 09/06/2022 that I would be willing to close my claim as resolved if it was guarantee that my watch would be available to be picked up this Friday by 11am and was in like new condition and ACTUALLY works. Even though he did not respond to my email and it has not actually been resolved yet, I would now like to close my claim so I can move forward to FINALLY received my replacement Watch. 

  
  Regards,
  
  ******* ******-**********

*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. ↩