ComplaintsforPod Computers Inc.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 30th, I paid 450 dollars for a replacement ******* Air screen after an earlier deposit of around 150 dollars which I gave in cash. The screen cannot be replaced without replacing the whole top half, which is why it costed so much. I went in to collect it, and the colors were very faded, so he kept it to find out what the problem was. When I went to pick up the computer again, he said that it just needed to warm up, and the computer was fine. I used this computer for 2 months, and then one night, when the computer was resting in my lap, I grabbed the right edge of the computer to shift it a little. Without putting any significant pressure, my thumb cracked the display, and the whole screen stopped working. I pressed on the rest of the screen over three times harder than in the damaged area, yet no other part of the screen took damage, proving to me that the replacement was faulty. I called Pod Computers Inc and described the situation. He responded by saying the computer is out of warranty and display problems aren’t covered in the warranty to begin with. At no point did he admit that the product was faulty. I called again to try and better describe the problem and had to leave a voicemail in which I mentioned going to the BBB for mediation, though it has been days with no response.

  

  Business response

  01/26/2022

  Our stated warranty for any parts installed as part of a service is 30 days from the time of pickup.  Mr. ***** picked up the laptop on Nov 9th, warranty ended on Dec 9th.  The total for the service $594.00 after tax.  I told Mr ***** over the phone that if the display was cracked that would not be a warranty issue to begin with as it is physical damage to the part.  As he stated there was an issue with the screen being faded at time of pickup.  I held on to the system for a few days to determine the issue, as what I was seeing would be a warranty issue.  After running the machine for a few days the screen color saturation returned to normal.  I informed the customer that the machine was ready for pickup, and told him if the screen fades or the color distorts with in 30 days I would replace it under warranty.  The warranty on parts covers defects in the inherent functioning of the device (if the screen blanks out, backlight failure, image distortion, etc), not damage from wear by the user.  I'm willing to replace the screen at at cost ($315) for a replacement screen with no labor charge since it is close to the warranty period.  If that is not acceptable I would be willing to refund the screen if it is returned.

  Customer response

  01/27/2022

  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.  I’ll be back in Rochester on the 29th and would greatly appreciate the option to return the screen for a full refund. Thank you so much for your cooperation. 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. ↩