ComplaintsforMicro Center Computers & Electronics

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an ******* doorbell camera from Microcenter, and it never worked right. I opened a ticket with ******* support and they refused to support me because the latest version of their app on ****** **** was something that they stopped supporting. I was given no option but to wait until the new version came out to get support. That alone is illegal, but I kept working with them. It took over a month, then I could get the new version of the app. It didn't help and ******* support passed me around to a few more teams in the weeks to come which didn't help. I had given up at that point, and I was past my 30 day return policy at Microcenter, but I still had a 1 year warranty and i was working with ******* support. If it weren't for them refusing to support the later version of their app, I might have given up on getting it working correctly and returned it in time. *******'s doorbell is flawed and it's a software issue, but they haven't been able to figure it out. I've never been able to get to this to work and I have put a lot of effort into it. I have done my part and then some. ******* refused to do their part and won't refund me. I can't return it to the original store because of them. It's been a very clear case and even some of their support people see that this is very wrong. I was excited to get an ******* camera. I admired the company, but their illegal and immoral practices have completely changed my opinion of them.

  Business response

  06/27/2024

  Hello,
  
  We'd be more than happy to assist you!
  
  After reviewing the order information you provided, this order is past our 30-day refund period.
  Per our return policy, this order is not eligible for a refund. 
  Additionally, we are unable to refund orders that are purchased through Micro Center. 
  
  Refunds must be requested within 30 days of the original purchase date.

  Customer response

  06/28/2024

  Hi.
  
  The reply from the company stating (yet again) that they don't have any obligation to make sure that their product works if you bought it past 30 days, or bought it from a retailer is not acceptable.  I have worked with their support for months (including a 1 month waiting period at the beginning of this horrible experience).  Of course I wasn't able to return it within 30 days, and it's clearly the fault of the company.  Their product never worked correctly, they refused to support the latest version of the app that's needed to use the product, forced me to wait a month, then still couldn't resolve my issue in another month.  I've done my part to try to resolve the issue with their product.  I was never considering returning it because it's implied that they will resolve the fundamental problems with the product.  However, when I realized a few months in that this will never work because of a software issue on their end that they can't fix, I realized that I have to get something else.  Had they resolved the issue in a timely manner, I would have kept it, but it doesn't work, and an RMA will not fix it because it's a software issue.
  
  I hope that everyone can see that if a company doesn't provide what they say that they will, the customer works with them for months, and the company still doesn't provide what they say they will, then there is no return policy that is applicable here.  This is simply that they didn't provide a working product, and I won't accept it.
  
  Is my issue still open?  Are you still working on my issue?  All I see is that there's nothing that's needed from me, but it doesn't say what's happening.  Will you be reaching out to the company again to explain why their response was not relevant?
  
  Thanks,

  ***** ******
  

  Business response

  07/02/2024

  Hello, 

   

  We sent you an email yesterday (below), please let us know if you have any questions or concerns, we are here to help. 

   

  Hi *****,
  
  We have received your BBB complaint regarding the ******* Smarthome Video Doorbell Camera purchased from us on July 11, 2023. We are sorry to hear about the issues you're experiencing with this product and are here to assist you with a return and refund.
  The store is aware of the return, so please visit us at your convenience, and we will process your refund. You can present this email as proof of eligibility for a refund beyond the normal time frame.
  
  If you have any questions or concerns, please feel free to reach out!

   

   

  Thanks, 

   

  Micro Center Customer Relations

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1) Last week my computer (******* ***) stopped working. I took it to Microcenter as I've been going there for 15 plus years. I talked to *** ***** *****, tech expert, and he informed me that it wasn't a battery as I thought...it was the mother board and I'd basically have to get a new computer. 2) He told me because it was due to a surge in my home that I could file a claim and then based off his, what I thought to be honest advice, I bought a brand new computer for 2500 dollars and purchased the micro center care package for 400. Yesterday (06.09) I spoke to my insurance people at ******** and they're denying my claim based off the paperwork that was sent by microcenter stating it wasn't damage due to a surge. 3) I explained to ******** Lance Lewis and I had a conversation and he said the motherboard was damaged and I should file a claim as I mentioned that my computer had been hit by some type of surge. 4) I may have made a different decision on my computer or purchasing it from Microcenter or wondering if that's even the issue at all. I come from a family of attorneys so expect people to be clear and honest with me. 5) The insurance person said the Microcenter people had no idea what he (or I) was speaking about. Is this why I couldn't get a data report from Lance when I asked for it? So now I'm wondering if my issue was truly the issue and if what I thought initially it to be (the battery) was it. 6) I reached out to Lance today (06.09) via text and he said a manager would reach out to me but no one called. My insurance adjuster said he would have to deny my claim or give me a chance to withdrawl but it gives the impression that I was being fraudulent and could raise my premium.

  Business response

  06/11/2024

  Hello,

  We sincerely apologize for the experience you recently had with our service department. We strive to provide exceptional service, and it is clear that we fell short in this instance.

  
  I understand that our Service Manager has already been in contact with you to address your concerns. Your feedback is invaluable to us, and we greatly appreciate your patience and understanding as we work to resolve this issue. If you have any further questions or concerns, please do not hesitate to reach out again.

  
  Thank you for bringing this to our attention and for giving us the opportunity to help!
  
  Micro Center Customer Relations

   

  Customer response

  06/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  

  While I have been in contact with someone, I still have not received the letter from management to not only clear my name but also ensure that I am successfully able to submit my claim without suspicion. 
  Regards,
  
  ***** ******

• Initial Complaint

  06/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Sunday June 2nd, we attended an Early Access event at Micro Center in Charlotte NC. We had received emails stating all of the Early Access deals and sales. These were all limited time. We were there with my son that is 13 years old to buy him a gaming system. We shopped around the store for about an hour trying to decide the best route to get him what he wanted. He finally settled on a prebuilt computer because they were on deep discount sale and as advertised in email ADDITIONAL 20% off. We were able to get a sales member to help us. His name was ******. He stated that the computer was price as marked not additional off. We argued the point and showed our email. He agreed that the ad was not written the best but it was what it was. So we asked for a manger and was then helped by ****. He reiterated the same as the sales associate and refused to honor the advertisement email. We then contacted corporate through a chat program on their website and was told they would get this issue resolved. We waited and was told no resolution would be made that day. My son left very upset. I have never been contacted from Micro Center as promised and as of June 6th that sale is off. This is false advertisement and should be honored to us.

  Business response

  06/14/2024

  Hello, 

  We want to extend our sincerest apologies for the experience you recently had with us. We deeply regret any inconvenience this may have caused.
  
  We understand that our manager has attempted to reach out to you to discuss the situation and find a resolution. Your feedback is extremely important to us, and we are committed to ensuring that your concerns are addressed promptly and satisfactorily.
  
  Thank you for your patience and understanding. We value your patronage and hope to restore your confidence in our services.

   

  Thank you, 

  Micro Center Customer Relations

   

• Initial Complaint

  05/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Never received 2 orders (Two 10 packs of Micro Center 64 GB flash drives) that were purchased and to be delivered by ******. I tried ****** support and they just send messages to MicroCenter even though fulfilled the orders! ORDER # 113-4820583-9581850 never delivered and was cancelled and I never received $43.19 refund. ORDER # 113-6356334-1302654 never delivered and was Undeliverable and I never received $43.19 refund. ****** or Micro Center still owes me $86.38 total in refunds.

  Business response

  06/04/2024

  Hi *****, 

  Thank you for reaching out to us and sharing your experience. We sincerely apologize for the frustration and inconvenience you've encountered.
  We understand how important it is to have a smooth and hassle-free shopping experience. It appears that ****** is already assisting you with the refund process, which is great to hear. They have also reached back out for the second refund and looks to be ready to help with that as well. 

  If there is anything else we can do to help or if you have any further questions, please don't hesitate to let us know. Your satisfaction is our priority, and we are here to support you.
  Thank you for your patience and understanding.

   

  Thanks, 

  Micro Center Customer Relations

   

  Business response

  06/06/2024

  Hello *****,

  We are sorry to hear this. We are sure this must have been frustrating, and it is unfortunate to hear that your order didn't go as planned. While all refunds are processed through ******'s system, we are happy to share that we have been able to partner with ****** in order to process both your refunds. Thank you for reaching out and giving us the opportunity to assist."

   

  Thank You, 

  Micro Center Customer Relations

  Customer response

  06/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: There is no evidence that Microcenter had "partnered" with or had opened a case with ****** to resolve the refunds. I was able to get ****** to refund both orders – but this was through my own efforts. BBB may want to close out this complaint based on the refunds however I can not accept Microcenter’s response. Why? I was on ****** and tried to resolve the refund. The ****** message was sent to Micro-center who told me to contact ******. I registered a BBB complaint for the 2 orders. Micro-center claims "we have been able to partner with ****** in order to process both your refunds". Not from what I could see and not from any evidence of any “case” that may have been opened. They took credit for my efforts. For one their team claimed they processed a case though ******. But ****** never contacted me nor updated the status of my refund. The first refund was as a result of me finally getting a valid phone number through to ****** customer service where the representative tried to issue 2 refunds. I only got one refund. I tried again calling and that 2nd representative was able to issue the 2nd refund. I asked her if she knew about this case that ****** opened - she knew nothing about it. Did Micro-center actually get me the refunds ... apparently not at all. It was as a result of me finding the correct phone number for ****** customer service and resolving the refunds myself. Good grief quit taking credit for the customer's own efforts ... I saw no results from your "****** team"!
  
  Regards,
  
  ***** ********

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 8, 2023, I purchased a DELL laptop from the Mirco Center in Denver, Colorado. On March 7, 2024 I returned the product because it was defective. they warranty was still good. They informed me that it would take 3-4 weeks. They sent me two texts after 4 weeks that it was being sent to DELL, then it was being sent to a 3rd party vendor. As of today, April 29, almost 8 weeks after they stated that I would get my laptop back, they have not returned a fixed product, nor refunded me, nor replaced the product. I am a Senior Citizen and I believe they are attempting to take advantage of me. Please help!

  Business response

  05/02/2024

  Hello,
  
  We sincerely apologize for the inconvenience you experienced and fully understand your frustration. After communicating with the store, we were informed that although there was an issue with the warranty, we promptly replaced the unit on your behalf. Regrettably, sending the unit out for repair wasn't an option, hence our decision to provide a replacement and ensure the backup of your data.
  
  Should you have any additional questions or require further assistance, please feel free to reach out to us.
  
  Thank you,
  Micro Center Customer Relations

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 14th, 2024, I went to purchase brand new parts for a PC at Micro Center. When we went to check-out, the sales person asked if we wanted protection on the motherboard, CPU and the graphics card. We went ahead with the protection plans and the total came out to be $2,143.11. After building the PC, we tried to connect it to the monitor, but weren't getting any signals. Thinking there may be an issue with some part, we went back to Micro Center on April 21st, 2024 to get it checked. Despite having the protection plan, I was told that the diagnostics will cost $40 and that there will be a repair fee. However, I went ahead with the diagnostics and was told that the issue was the screws we used to mount the motherboard (the screws were the ones that we originally received with the motherboard). The cost to re-screw was $75. When I asked if that was covered by the protection plan, I was told that there is nothing wrong with the hardware, and labor isn't covered by the plan. After we brought the reparied PC back home, we tried installing the OS, which I had also bought from Micro Center. It immediately started to show error messages. After working with Microsoft to try to resolve the issue, they ultimately thought it was a hardware issue and needed to go back to Micro Center. When I told Micro Center of the issue, they mentioned that there is another $40 diagnostics fee and cost of repair. I asked if I could return everything given it is within the 15 - 30 day window they advertise. I was told that there will be a $130 disassembly fee for the return. We took the PC back to the store on April 23rd, 2024. They offered to do free diagnostics because they thought they can just re-image the OS. They later texted and told us all the parts were damaged, and that they may not be able to accept the returns, despite being told there was no issue with the hardware just 2 days earlier (we hadn't touched the hardware since then).

  Business response

  05/02/2024

  Hello,
  
  The customer has successfully returned the items to our store, and we have facilitated the refund process accordingly.
  
  Best regards,
  Micro Center Customer Relations

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/23 my wife went to do a return , basically returning a gaming labtop that I purchased from microcenter . I have indeed purchased 4 labtops within the last 30 days , and have exchanged them either due to thermals , performance not what it was advertised or reviewed or defective unit . Last purchase was a msi Titan 18hx , when spending 5k on gaming labtop , which is a very expensive investment you have to be 100 percent about the product your buying . My biggest concern today isn’t the fact they were upset because I swapped the device , my two major concerns are one the way the General manager approached her asking her what happened ?? And his tone and his approach , he stated that he wouldn’t be able to do any more returns due his loss of money from a financial side , which we did anyways because it was within the return period , as a general manager he should have greeted her first asked what is the reason her husband keeps returning labtops , as a leader running his building where all his associates are watching him and how he offers customer service in a time where every dollar spent could be detrimental to his business survival he actually doesn’t care . I hope this review reaches as many people as possible to understand that customer service and how you are treated is very important because people now have options , and where to shop . Their listed specs don’t match what their vendors send them and that is a problem . For example the MSI titan was advertised and listed that it will run the 64 Gig ram configuration at 5600MHZ which it doesn’t not . Out the box it runs at 4000MHZ and once you manually set the timings to anything above 5200 it becomes unstable and crashes . That isn’t the consumer fault that’s their fault . Also their open box items are stated that they are open box , meaning that a customer purchased them and returned them which now is an open box which isn’t the case for their open box policy . Their open box could mean they opened the unit for repair , or faulty screen which in that case should be listed as refurbished or reconditioned . I’m already in touch with with their corporate office and will be also filing a BBB complaint against this location for how they treated my wife . This is by far the most poor service I have ever acknowledged in my entire retail career .

  Business response

  03/26/2024

  Hello, 

  The customer reached out to our VP of Operations and appreciate his feedback so on behalf of our VP we reached out to the customer. 

  I am writing to express our sincere apologies for the less-than-ideal experience you had with your recent return. Your satisfaction is of utmost importance to us, and it's disheartening to hear that we've fallen short of meeting your expectations.

  Upon reviewing our records, we've noticed an increase in return rates recently, which is a matter of concern for us. We understand that returns should be hassle-free and straightforward, and we apologize for any inconvenience or frustration this may have caused you. We are committed to finding the best items for our customers and want to make sure that we live up to that standard.Your feedback is instrumental in helping us address any specific issues and make meaningful improvements.
  

  If you have any further concerns or if there's anything else we can assist you with, please don't hesitate to reach out. Your satisfaction is our priority, and we are here to help in any way we can.
  
  Thank you for your understanding and continued support.
  
  Micro Center Customer Relations

  Customer response

  03/26/2024

  No one reached out to us . Furthermore , first three labtops were open box , all 3 open box labtops were either physically open casing and tampered with ( fixed , or trouble shooted , or specs weren’t matching website description) the last one was swapped because of ram frequency wasn’t the advertised 5600 MHZ speed . Also the main reason for the complaint was for the approach and behavior of the GM of the location . I will not accept a written apology from them and I will do my best to reach out to the executive office of ******* *******. This is totally unacceptable for a customer spending 5 thousand dollars on a labtop . 
  

  Business response

  04/08/2024

  We have reached out to ********@gmail.com on multiple occasions. He has responded twice, but our questions were ignored and the response we received was a cut and past of the same message the customer has previously shared. 
  I have spoken with the General manager of this location and he does recall the conversation. He acknowledge the customer attempting to return the item. He approached and was pleasant. When the customer asked to return it, no problem.. we then located the customer receipt and realized the high return rate. This prompted the additional question which caused this customer to phone her spouse. We do apologize for the experience.

  Customer response

  04/09/2024

  At no certain point did micro center contact us , and they haven’t reached out to us via email , phone . The general manager was not pleasant with his approach and high return rate doesn’t matter if a valid proof of purchase is available. The GM was extremely unprofessional and I expect a written apology and to have micro center reach out to my wife as well . 
  
  
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  hello I have been a loyal customer with micro center for years I've spent of 20k in the last 2 years alone. Yesterday I bought a ASUS mother board along with other items as I opened the item today I noticed that the item was damaged I returned the item when I returned the item the front line supervisor asked me what happened said I open the box and the pins were damaged he then said that it they don't come like that and that is on me I asked him how can you say that is on me I have shopped with you guys so many times I would never lie about something like that he said well you had to have done it I asked him how he would know he said we have cameras on them I told him that my box never had the plastic wrap on it and asked for the GM *** ***** comes over and doesn't even speak to me he looks over and says pins are damaged we don't take that I said let me see store policy he says I don't have to show you store policy tells me to get my items and leave the store I ask for store policy again he tells me leave or he will call the police I say call the police I will wait right here he laughs in my face and calls police I wait for police he walks by me I said show me store policy and tell him I'm a disabled veteran and that he is stressing me out he the said it's only and leave the store I leave wait in the car until police arrive I talk to the officer who was very understanding and told me to contact you guys. I have never felt so embarrassed and so mistreated my PTSD came back when they called police! I uploaded a picture of proof of the same gm helping a customer with the same equipment exchanging it for what he said he would do for me even tho I never even touched the board !

  Business response

  03/21/2024

  We are currently in communication with Mr. ****** and reviewing this matter to see what resolution can be reached.

  Customer response

  03/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21455958
  
  I am rejecting this response because: 
  
  Regards,
  
  Marquan Martin

  Business response

  03/27/2024

  We are working with the customer and have reached a resolution. We will be returning the item and the customer will get a store credit.

  Customer response

  03/27/2024

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Micro Center 747 Bethel Rd, Columbus Ohio to purchase a laptop computer. I was specifically directed to the **** brand, which I purchased. For details, please see attachment Their service people indicated that they had not checked it, but would do so immediately. They examined the laptop and told me that there was nothing wrong with the audio card. Absenting resolution, I outsourced the lack of audio issue and discovered that the laptop had a sound card, but lacked the app to use its own speakers! I subsequently sought a manager and an individual, first name ***, identified himself as "one of the managers," I informed him that there might be a problem with the **** product that they were not only selling, but also promoting. I asked if the product they were selling represented "seconds" or returns and that the matter be investigated. His response was that Corporate would have done so, if there was a problem. I asked what about in the Columbus store. His only response was to offer replacement - of course without replacing the apps, which had now been paid for several times over... Is Micro Center selling product(s) which they know or should have known are defective? How can their repair service release a product as fixed, if they did not actually document audio function? I have extended several hours waiting to be served, with unsatisfactory results. They have not been able to do so at their store, contrary to their claims. It is now their turn to provide the service at my domicile.

  Business response

  03/12/2024

  Hello, 

  We appreciate you reaching out!

  To better understand your complaint. What resolution are you looking for? 

  When were you last in the store when you spoke to *** our Ops Manager? 

  Thank You, 

  Micro Center Customer Relations

  Customer response

  03/13/2024

  I am rejecting this response because it fails to address anything.  The last interaction with the store was Saturday, ~5 days ago.  The stores response does not address any of the issues, especially the question of  promoting and repeatedly selling defective merchandise and failure of due diligence by their repair personnel...

  Business response

  03/13/2024

  Hello,
  
  We are trying to understand your complaint and what we need to do to help.
  We reached out to the buyers for this item and there have been no recalls or a big return rate for this item. In order to help we can look at the unit again or we can help with the refund of the item. We are not able to come to your home since this is not something that we offer. We do have Tech Support in our home office if that is an option you would like to try if its software related, if its hardware related the store service department will need to look at it. 

  Thanks, 

  Micro Center Customer Relations

  Customer response

  03/13/2024

  I am rejecting this response because again, they respond in generalities.  The response of "no big" seems "misdirecting"?  

  Waiting in line again to bring a unit in for service and again waiting on line when they claim the unit is fixed - when they haven't even verified that it was fixed and falsely reported that it was functional - is not acceptable.

  What  exactly is the number of returns of any **** unit at their store and also in corporate records?  What was the "problem" for which each unit was returned?  What exactly is the number of times **** equipment has been "serviced" at their store and  in the corporate records?  What exactly was "serviced" on any **** units?

  Without their documentation of specifics, a coverup cannot be ruled out?

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a refurbished 65' sony oled television from micro center in brooklyn two weeks ago. I noticed that the screen was littered with air bubbles, also known as screen delamination. I contacted micro center and arranged for them to provide me with a replacement tv. This time they said they would inspect the tv to make sure there were no issues. After installing the second tv, I noticed the same exact screen delamination issue on the replacement tv. I contacted micro center and the only resolution they will provide, after transporting two tvs and paying to have them installed, is to bring the second tv to the store and they will provide an unspecified discount on a different tv. This is unsatisfactory to me as I have already wasted a great deal of time and money to replace the first tv. I ask that they send a different tv to me and take away the defective television, or provide a further discount on the defective tv that is clearly worth much less than what I paid for it. Or at the bare minimum, provide me with what discount I would receive so I can calculate my costs for returning a second tv. They are selling defective televisions and calling them "refurbished." This is a bad business practice and they refuse to provide an alternative resolution. DO NOT BUY REFURBISHED FROM MICRO CENTER, it actually means DEFECTIVE.

  Business response

  03/13/2024

  Thank you for the review. It is uncommon to have 2 units fails, so we are sorry to hear this. We would like to invite the customer to return the TV to the local store for a full refund as we are still in the return timeframe. We do not currently offer or provide a pick up service as Mr. ******* is requesting. As this was the second occurrence, we will offer Mr. ******* 10% off a future TV purchase. Thank you

  Customer response

  03/13/2024

  I’m not paying any more money to have someone dismount my tv and bring it to the store again and then install another tv. I already paid these costs associated with the first return and I was fine with that, but not again.  If you pay these costs associated with returning a second tv I will accept the offer.

  In the alternative, I would consider paying the fair market value of the tv with 4 areas of bubbles in the screen and receive a refund for the balance.

  I invite anyone from your company to come and inspect the tv and see how distracting the bubbles are while watching tv in a lit room. You had an employee inspect this second tv and supposedly verified that there were no bubbles but the employee was completely wrong. It is filled with bubbles. 
  

  Business response

  03/26/2024

  Mr ******* stopped in over the weekend to return the TV. He was refunded the purchase price plus received the $300 gift card.

  Customer response

  03/26/2024

  Hello,
  
  I have reached a resolution with the business and would like the complaint to be marked as settled.
  
  Thanks,
  

*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. ↩