ComplaintsforDuke of Computers

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am currently very, very mad. I brought my laptop to ***** for a hinge repair, and when I got my computer home, I found that it had a yellow-looking light on the right-hand side of my screen. I called, and the supervisor told me it was because the technician had the back of my net exposed to light for too long. So I was told that it would be replaced at no charge. I was told that they had to order the part, and then they would call me when it arrived so I could drop it off to them. About two weeks or so later, I got that call, and I brought my laptop in only to get a call about 2 hours later saying they ordered the wrong part. So when I picked up my laptop I was told they would call me when the right role came in. It's almost three months now, and I have been calling and calling, and all I get is "order was delayed" and "Had to reorder the part." all these excuses, but still no part to fix my laptop. When I went in unexpectedly to check on the part status, the manager just so happened to be in the store, and he told me the same thing: that they had a delay and would call me as soon as it got in. I also explained to him that my screen now freezes, and these bubbles keep appearing when it freezes; I also have a problem with folders and tabs opening by themselves. I had never had any internal issues with my computer before I brought my laptop to them. He said they would look at what is going on when the part comes in, which should be around the 23rd of August. Well, here we are in Sept., and I cannot reach anyone. I have called and am still waiting for someone to return my calls.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Brought my pristine iMac to Duke Of Computers on 7/12/2023 within one year warranty of previous visit 9/6/2022. My fan they had previously cleaned/supposedly inspected was still making alot of noise. I was going to put this iMac up for sale for $1100, they knew this, but it had to be working perfectly. The fan was preventing this. I made it ******* clear that this iMac was to be sold. The owner ****** was at the counter when I brought my iMac in wrapped in a towel. It had not one **** on it! I told him exactly what I mentioned above, yet it still took ***** several days to get back to me to tell me the fan should be replaced. He quoted me over $200 to do so. I was stuck so I agreed to replace the fan. Then, I heard absolutely nothing, not a word, till I finally had to call the store on 8/7. At that time, ***** told me they were waiting for a new screen as a new Tech broke my previous one. What!? ZERO communication from ***** telling me this! Its now 26 days since I dropped off my machine & ZERO communication to whats going on. (This iMac Is the nerve center of our home. It contains all our business passwords and banking information. Additionally, I am sole caregiver for my wife. Her insurance/medicines run through this iMac. I cannot be without it for too long. I told ****** this at drop off)Between 8/7 and 8/22 I made 2 trips to ***** to see whats going on. Spoke to ******* both times. Still said waiting for new screen. On 2nd trip, ******* said screen was due in next day and Id have it by end of week. This was about Aug 22.Put a call to ****** Aug 28. Did not call me. Called again Aug 30. He finally calls back Aug 31. Acts aloof/irresponsible to my complaints. Now said iMac screen will arrive after Labor ******** will call me personally when ready. He did not call, ***** did Fri Sept 8. We went to pick up iMac Wed Sept 13 & were shocked at the visible damage! Proof iMac was dropped breaking the screen; case & stand badly damaged. All value is gone!

  Customer response

  09/15/2023

  We are 2 seniors, one caregiver for the other, who have been horrifically violated by the behavior at ***** for the past 2 monthsand the still current lack of any communication.  The hub of all our Information, passwords, bill paying and Banking duties were done on this iMac.  It was always in the condition of the day we bought it, but I had to take it back to *****, under warranty, for the same fan problem as last year.  Weeks passed and No communication to tell me our computer was severely damaged and the screen had to be replaced. Neither from staff nor the absent owner ******. The owner doesnt know or doesnt care whats going on in his shops.  To not know a clients computer, that was handed to him in brand new condition 7/12/2023, has been severely damaged and the perfect flawless screen broken is 100% unacceptable behavior by said owner.  
  

  Zero communication from anyone at ***** regarding what happened to our iMac.  And ongoing still.  Two months without our main computer is like a year nowadays.  And in total silence.  The lack of ethics of this business is evident.
  

  Two months without the main computer is Bad enough for anyone, but 2 seniors with one very ill?  Thats a catastrophe.  And to being careless enough to let the computer drop or fall resulting in the damage I witnessed??  
  

  ***** killed our computers value, and violated us and our trust in them.  It may sound trite, but a computer has become a family member. A very very important part of the family where business is conducted. Our iMac was kept pristine, loaded and upgraded to handle any workload.  

  Customer response

  09/15/2023

  Corroborating information from 3 months ago.  This is taken from ****** Reviews:

  ****************
  21 points
   
  3 months ago
  The duke of computers used to be a decent company. I trusted them enough to fix three of my other computers, and they did a commendable job. However, my recent experience has left me both hurt and furious. When I brought in my computer this time, they assured me it would take four days, and we agreed on a price. But after waiting for five days, they called me only to extend the timeline by another seven days. This frustrating cycle continued for a whole month. Mind you, this computer was urgently needed by my daughter for her schoolwork.
  
  Finally, I had no choice but to request a loaner, which they reluctantly provided. Just when I thought things couldn't get worse, I received a call informing me that the repair cost would be double the original quote. I felt completely defeated, but I explained that I would need some time to gather the extra money. Now, out of the blue, they demand the loaner's return and ask me to revert my daughter's computer back to its previous state.They dragged this ordeal out for a month and a half before informing me about the doubled price. This is absolutely unacceptable from a business standpoint. Instead, they should have taken responsibility for the excessive delays and offered to repair my daughter's computer free of charge, considering the two months of inconvenience we endured. If they had shown such goodwill, I would have continued to be their customer. But now, I am determined to spread the word about the terrible way they treated us.

  Customer response

  09/15/2023

  Another ****** Review with corroborating information:

  *******************
  123 points
   
  4 years ago

  
  Brought my damaged computer to have files transferred over to my new laptop.Was told it would be 2 days. This was Monday.On Friday I came to get my laptop and was told that they couldn't tranfer.I asked why not call me and communicate this to **** was told " im waiting for the boss to come back to see if he could fix it."Again, a simple phone call to communicate this to me would have been nice.

  Ill take my business elsewhere.  Thanks!

  Customer response

  09/15/2023

  Still another ****** Review:

  *************************
  135 points
  
  2 years ago
  Computer company that does not live up to its name. Bad service. Bad experience. Bad techs.
  

  Customer response

  10/19/2023

  We have not received any communication whatsoever from the totally irresponsible and destructive merchant mentioned in our complaint.  
  

  We are out a formerly valued $1100 desktop **** iMac computer.  Besides the obvious physical damage, it is also extremely poor performing since pickup from said merchant. 
  

  Simply put, Duke of Computers dropped, damaged and held our computer for 2 months and returned it to us in deplorable condition; physically and performance damaged.  They should be shut down for not bearing responsibility for their abuse and neglect.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 17th I took my computer to this business to fix an intermittent glitch in my computer. I was offered a free diagnostic and quote for repair within ***** hours. after 72 hours of not hearing from the business, I called and was told they would be returning my call. After NO call back I returned to the store on the fourth day where I was told the screen would have to be replaced for several hundred dollars and there would be a labor charge of an additional $129 dollars. I explained I did not wish to complete the repair and requested my laptop back. With hesitation the store employee told me that the screen had been compromised from my wrong-doing. I explained there was no problem with my screen and assumed he had mixed up my computer with another customer's. When he brought my laptop over there were several cracks in the screen where the tech had pressed down to install. I explained these cracks were not present when I delivered the laptop and we would need to discuss with the owner/manager how to go about reaching a resolution. The owner "***" said he would be contacting me and NEVER did. I returned to the store 4 days later with the problem not resolved and asked for the owners phone number. *** the owner wants me to pay for the approx $300 screen that his tech broke and would not charge me the $129 labor. My rebuttable was that I would pay for the $129 labor charge but he would be responsible for the damage done to the screen caused by his technician. *** did not respond to this message and has since stopped answering or returning my calls. I am happy to work with *** and his company "Duke of Computers" in reaching a resolution but cannot do so on my own without communication from him or his company.

  Customer response

  09/12/2023

  Issue has been resolved. The owner got back to me finally. Thank you for your help and assistance in this matter

*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. ↩