ComplaintsforMicro Center Computers & Electronics

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I will only focus on the product's purchased and the denial of service in this complaint however there is another big complaint that the bbb can not help resolve, With that being said, i purchased 3080 ti and a extended warranty plan, A few days ago i tried to take the video card to micro center for testing and at first a manager agreed to test it then a few minutes later accused me of wrong doing and when i offered to show that his accusations were wrong the manager said no i don't have time i have a date with my girl friend. A day or so i showed up at micro center looking for a CPU cooler and saw the head manager on my way to get it and i talked with him about the problem and the bottom line in that conversation was manager backing manager and again blaming me. I will not go farther into the story on every event that took place because the bbb is unable to handle that part of this case. Because micro center refused me of honoring there own extended warranty plan i would kindly request a refund of the video card and all extended warranty plans purchased from micro center on other products purchased. It would be a nice gesture as well on covering gas cost because of all the back and forth to micro center round trip is 130 miles and several trips were made. One other thing is the video card ruined my motherboard and CPU that i purchased from micro center and normally would be able to return or exchange it within 30 days and micro center denied that as well. Micro center should honor there 30 day policy and allow me to return the defective mother board and CPU as well. With that being said i have tons of video's of defective product's that micro center has sold me over the years and only a few was shown to a manager. If micro center want's to view the video's i made in my home of the defective product's that can be arranged, be advised it's 2 years of video data and would require a vast amount of time to view.

  Business response

  10/25/2022

  Complaint id# ********

  
  Hello,

  
  We request an extension as we are looking into this customer’s concern to determine the best resolution for the customer.

  
  Thank you.

  
  Micro Center Customer Relations

  Business response

  11/28/2022

  Complaint id # ********

  
  Hello,

  
  We mutually agree this matter is resolved.

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer response

  11/28/2022

  [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 accept the business's response to resolve this complaint and want to thank ******* for being willing to work out our differences.

  
  Regards,
  
  **** *****

• Initial Complaint

  10/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  10/13/2022 $381.36 I purchased a couple of items from your store listed in the picture I sent which came out to the exact amount. I’ve talked to the manager at the Brentwood Saint Louis Missouri Location in person and also an agent online. Micro center took my money and is holding it never sent me a email of my purchases tried messaging an agent online said it was fixed showed up and it wasn’t waited for the manager on duty at the location to help me then also waited a bit more. Had my pc ready to get serviced but they never found my order but showed you guys took the money and just got sent home. just don’t get how micro center took my money and still no receipt I showed all the proof to the manager on duty she was nice just sucks been waiting days to get my money back if not at least you guys could’ve just got my stuff and got the things I need installed.

  Business response

  10/20/2022

  Complaint id # 18236879

  
  Hello,

  
  We were able to look into ********* concern and found where the online order placed on October 13th was not authorized; however, charged his credit card for the order.  Micro Center online left a voicemail for the customer on 10/19 and 10/20 to call them back so they can get his credit card information to get this removed.  We apologize for the error and for the inconvenience. 

  
  Sincerely,

  
  Micro Center Customer Relations

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/6/22, I visited Microcenter to purchase a graphic card. I was chosen for a raffle and proceeded to purchase one with Microcenters protection plan. At the time of explaining to me what the plan was, the representative said that if anything was wrong with my graphic card, I can bring it back and get a new one or refund, no questions asked. About 8 months later the card was giving me problems and made sure it was indeed the card with another card. I went back to Microcenter to discuss my situation and they said the card was fine after a few seconds of testing it. They also mentioned to me that I should also bring the computer it was in for them to diagnose for a fee. I told them that it would not be possible since it is a work computer and I am not allowed to take it anywhere for diagnosing. Additionally, I did not want to pay a fee when I already paid for a protection plan. I contacted my credit card company and they told me I was out of the time frame or getting a refund.

  Business response

  10/10/2022

  Hello,

  We apologize if there was any confusion about how the protection plan works. We reached out to the General Manager, Arsen A. who looked into *****’s concern.  It is the normal procedure to test graphics cards with a protection plan according to the terms and conditions listed on our website when a customer brings them in for a return. *****’s graphics card passed the testing and therefore, did not qualify for a return.  Since the graphics card tested okay, asking the customer to bring in the unit for a diagnostic test would be the next step to determine the cause for the issues he is experiencing.  Perhaps the customer’s IT staff can diagnose the issue for him. If the customer changes his mind, he is welcome to bring it to the store for the diagnostic testing.

  Sincerely,

  Micro Center Customer Relations

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 23, 2022, I purchased an LG 55" OLED C2 for $1,499 in the Paterson, New Jersey Micro Center. The receipt is attached, no. **************. One week later, I noticed the price was discounted to $1,349. I reached out to the customer service line to process the refund over the phone who stated that they have to reach out to the local Microcenter branch. Upon hearing back from the Paterson store, they said the technology does not permit refunds and that I must go in person. I live quite far from a Microcenter and I do not have access to a vehicle to process the refund. This deceptive practice as a clear cause of fraud, solely to prevent consumers from obtaining their money back. I am requesting a refund for the difference, as promised by Microcenter's terms and conditions. If truly impossible due to the technology to process electronically/over the phone, I am requesting a check be sent to me for the difference. Thank you.

  Business response

  10/06/2022

  Hello,

  We apologize for the delay in providing the customer the $150 price protection adjustment for the TV he purchased in September.  The Operations Manager, Joseph J. contacted the customer to confirm his address and is mailing him a check for the difference in the price.  Again, we apologize for any inconvenience and appreciate the customer bringing this to our attention.

  Sincerely,

  Micro Center Customer Relations

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 28th 2021, I purchased a CD Mount Phone Holder and a a Vent Clip Phone holder. For $19.99 and $4.99 On 12/21/2021 I purchased a Suction Cup Phone holder that is mounted on the windshield for $9.99. In July 2022, I purchased a Dash Mount Phone holder (Magnetic) for around $8.99 (Rough guess on this one). All of these products within either Days, Weeks or the span of a few Months began to have issues all related to Quality. First the CD Phone Mount holder socket would not keep the phone in the Angle set by tightening the screw against the socket and eventually had to be glued into place. A few weeks after this in 2022 the Phone Holder Clip broke ( See pics). The final straw for me was when I purchased a Dash Mount holder in July and After my replacement of the suctioncup in December which exhibited the same issue as the first one (Suction cup no longer worked or would stick to the Windshield). The vent clip phone holder socket broke within a matter of a few months. Folks, I don't have children that ransack my car and I keep up with maintenance on my vehicle, nor do I use my vehicles for fleet/construction, so it's not like I'm beating these accessories on the daily.... Thinking that I could obtain a satisfactory resolution to my issue I drove from Fort Worth, TX to Dallas, TX where the store is located. The Manager on Duty there did not offer to help or provide a store credit even with two zip lock bags with 3 broken car accessories within a year. I also reached out to Customer support who only offered to put me in touch with a Store Manager despite having stated that I went this route already. I'm a Loyal patron who's spent 1,000s already between Personal/Business transactions and can't believer they refuse to do anything about an obvious quality issue with their Vendors. The CD Mount Phone Holder does not have a Merchant Website I can reach out to in order to investigate possible warranty.

  Business response

  10/03/2022

  Complaint id #18144829

  
  Hello,

  
  We were able to look into this customer’s concern and found that ****** talked to the General Manager, **** about the issues with the phone mounts.  **** said he will refund the full purchase price of anything bought in the last 90 days and that if he had items over 90 days old, he would offer a discount on replacement items ****** chose.  The customer was happy with the resolution. 

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer response

  10/05/2022

  [A default letter is provided here which indi***** your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *****

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a EVGA RTX 3080 (open box; Reference/online order #**************), graphics card from Micro Center on 9/5/2022, totaling $679.96. I asked the employee at the online pick up counter if this card had been tested for any defects, and the employee reassured me by stating all open box cards were sent out to the manufacturer for inspection to verify its integrity and were inspected again by the their Micro Center technicians before they could be resold. After buying and installing the graphics card the same day, my PC experienced several major issues. I spent over 15 hrs over the course of 4 days with tech support, and it would have very little issues when the computer was placed on its side, but It had major issues when it was placed to a normal (upright) position. After removing the graphics card from my PC, I noticed that there were several burn marks on several pin connectors and the card was visibly dirty. On 9/8/22, I drove back to the store, 60 miles round trip, to speak to a manager about my experience. I was told that the manager wouldn't be able to do anything to compensate for my trouble. A manager never spoke to me upon my request. The employee at the online pick up desk told me my only option was to return the card for a full refund or exchange it for a new graphics card and pay the difference. I ended up purchasing a new graphics card that worked flawlessly in my PC, and I paid a difference of $85.30. In summary, I bought an open box "tested" defective graphics card, drove an additional 60 miles (round trip), spent 15 hrs with tech support, and paid additional money for a new graphics card. All of this could have been been prevented if the open box graphics card was actually tested and visibly inspected. I would like to be compensated $100. This would include the extra $85 i spent for a new graphics card, as well as $15 for the amount of time I spent with tech support, as well as me driving back to the store trying to resolve this issue.

  Business response

  09/14/2022

  Hello,

  
  We appreciate the customer bringing this to our attention. The Operations Manager, Ken K. reached out to the customer to apologize for the experience.  He listened to the customer’s concern and let him know that he would use this as a training opportunity.  Ken refunded $125 credit back to his card, (gave him an extra $25 for gas), and the customer was happy with the resolution and that we replied quickly, exceeding his expectations. 

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer response

  09/19/2022

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2022, I returned a refurbished computer desktop to Micro Center because it was dysfunctional. When I initially purchased the desktop it came with a one year warranty and because I was told by a Micro Center employee that if I purchased an extended warranty, the computer would be covered for any defect and I could return it and exchange it for a similar replacement refurbished desktop; no questions asked. That happened once, but when I attempted to return the desktop a second time, I met with resistance from the employees at Micro Center. I was treated rudely and made to wait for hours before they decided to locate a similar model replacement. I was told to purchase a higher cost desktop and pay the difference and when I refused, it created more problems. I mentioned to the Micro Center store employee that the desktop was supposed to be covered by an extended warranty and asked to see a copy of Micro Center's warranty. Instead, I was given a service contract that had no references to terms of an extended warranty. After many frustrating hours at the Micro Center store, retrieving the exchanged desktop and dealing with the store employees. I was told by the Micro Center employee that my extended warranty, was no longer valid because I had just exchanged the desktop. He told me that I would have to purchase another extended warranty to ensure the desktop would be covered if any additional issues ensued. At that point, I was only one day into the extended warranty I had initially purchased, which was supposedly a one year extended warranty, similar to the manufacturer's one year extended warranty. I was forced to purchase a second extended warranty despite no one at Micro Center providing me with the store's written policy regarding details of the extended warranty of the manufacturer or their store. In July 2022, I reached out to the store manager, **** *****, requesting a copy of the extended warranty. To date,none has been provided.

  Business response

  08/09/2022

  Complaint # 17674406

  
  Hello,

  
  We had the opportunity to look further into the customer’s concern.  We found that the General Manager has provided all the warranty information that is available to ********.  The General Manager, **** **, personally met with the customer at the store and offered an upgrade with no additional cost to her.  The customer did not come back to the store for the upgrade after the arrangements were made.  

  
  We do not charge for another protection plan if the customer has issues with the computer during the return period which is 15 days after purchase. Since the customer purchased a refurbished computer, the manufacturer’s warranty is covered by Micro Center for 90 days for any hardware failures. The one year extension plan takes effect after the first 90 days.  If there are any hardware issues after the 90 days, then the amount of the repair is deducted from the plan or if the repair is more than was paid for the unit, a gift card for the amount of purchase is issued, fulfilling the plan.  At that point a new plan would need to be purchased to cover the new unit.  None of our protection plans covers software issues. 

  
  For customer satisfaction, the customer may keep the computer, and **** will refund the customer for the purchase of the computer and the protection plan. 

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer response

  08/16/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17674406
  
  I am rejecting this response because: I am currently in possession of the computer that is at issue.  The issue I have attempted to resolve has nothing to do with an upgrade, instead the issue has to do with consumer protection and the integrity of the Micro Center and its employees.  I repeated asked Mr. **** ***** for a written policy regarding the extended warranty for both the manufacturer; my understanding is the computer is refurbished by Microsoft and they have a warranty on the desktop; in addition to the one year warranty I was told by the Micro Center employee, I had the option to purchase an additional one-year extended warranty.  I asked Mr. ***** for paper copies of both of those warranties because he has shifted the goal posts to meet the occasion.  Instead of providing me with written copies of those two warranties, I was offered an upgrade, which I did not request and I do not consider to be an upgrade so I rejected that offer and asked only for the warranty information in writing.  To date, no written warranty information has been provided after repeated attempts to obtain it.  Consumers who purchase merchandise including refurbished desktop computers and extended warranties to protect them should have the details spelled out in writing and not have to rely on the summaries provided off the cuff.  What is the definition of fraud? 
  
  Regards,
  
  ******** ******

  Business response

  09/06/2022

  Per conversation with the business, the checks were sent to the address that was used on purchase, which is store policy.  The address the checks were sent to was a P.O. Box in Huntington Beach, CA.  If you would like the business to stop payment on the checks, they are willing to do so but they will deduct $50 from the amount that they would have refunded to you.  The business considers this case closed for several reasons.  One, the checks were mailed and they were under no obligation to return any moneys.  Two, the GM met with the consumer and tried to upgrade her for the product and it was refused.  PLease let the business know if a stop payment and reissue are necessary.

  Customer response

  09/07/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17674406
  
  I am rejecting this response because: I have been presented with no written store policy regarding Micro Center's unwillingness to return the monies paid to them based on their issues.  They offered to refund the price of the computer, but the computer came with two extended warranties that I paid out of pocket.  Those expenses are part and parcel with the package of goods I was sold.  Regarding the Huntington Beach address, there is no reason for
  Micro Center to believe the address in Huntington Beach is the correct mailing address because I sent at least two separate certified letters
  to Mr. **** *****, both of which have my mailing address affixed.  One letter dated May 21, 2022, I have attempted to attach, but the BBB system has rejected it, however, Mr. ***** was offered that letter via certified mail and the current mailing address was affixed.  What is the justification for penalizing me for a mistake made by MicroCenter?  I have no copies of the written justification or their store policy related to this matter.
  
  Regards,
  
  
  Regards,
  
  ******** ******

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to this store in Richardson tx twice and I had a tech worked on my dell xps 9510 on middle of July and he was able to open my laptop and added a ram and shut it tight and I show up on my second visit and he was unable to open up my laptop again because his parts didn’t work and refer me to another shop down the street and I’m very mad and upset that I paid $35.00 to get a Uber from Fort Worth and wasted my money and he tamper my laptop and other tech can’t get it open and I’m upset!!! I’m not longer shopping at this store

  Business response

  08/08/2022

  Complaint id #17661556
  
  Hello,

  
  We were able to look into the customer’s concern and the Service Manager, ******* *, reached out to the customer to offer her apologies about his experience. She also, offered a refund on the installation which was $19.99 and discounted his RAM by $19.99 for a total refund of $40 plus taxes.  The customer was satisfied with the offer, and since he didn’t have his credit card information, the service manager will issue him a check.

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer response

  08/09/2022

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  ******* *****

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a custom PC from the Houston Micro Center the end of May. The website incorrectly states same day pick up. I was given false information by a sales associate about some of the parts I purchased for the build. The current fans were installed first and then the PSU. The PSU has over a dozen thick and stiff cables that were literally twisted and folded to fit into the backside of the PC. They block all other wires. I could barely see the fan wiring but from what I saw it's basically a spider web of wires. There is absolutely no way I work on this PC, upgrade components, or do any sort of maintenance with ease like I should because of the unusual way this PC was wired. I bought all top of the line components for this PC because I wanted to keep it for years to come and be able to upgrade components when new ones came out. However, I can't even access the wiring to the fans let alone anything else. This is not a PC that can be worked on without literally taking everything apart and rebuilding it from the motherboard up. This PC has given me problems since day 1. I thought they were things that could possibly just be periodic glitches, but it's not very apparent this build just has software conflicts and serious issues. The fan curves don't stick via software or bios, the graphics card software won't even install, it blue screens at some point every use, and it loves to simply reset itself for no particular reason. Maybe this is the reason the printed out benchmark test results I was supposed to get were all blank and didn't show it as even being ran through.

  Customer response

  07/29/2022

  Hello. Very surprisingly the store manager actually resolved this issue for
  me so I am thrilled. Thank you so much for your services!

  Business response

  08/01/2022

  Complaint id# 17639001

  
  Hello,

  
  I wanted to let you know we were able to look into ***********’s concern and found that ****** *, General Manager, contacted the customer promptly and offered for the customer to return all the components less labor for store credit.  The customer accepted this option and plans to come in after August 5th.  *********** was very appreciative of the manager’s understanding and thoughtfulness.

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer response

  08/01/2022

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  *********** *****

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to go and get my computer upgraded and they upgraded hardware. But did not inform me of the issue that could possibly arise because of it. Now my computer doesnt have an activation key and its stuck with a watermark on my bottom right corner. And they are not cooperating with me at all and they do not have a phone number to get in contact with anyone and the chat system stops replying after a while. And the manager **** proceeded to gaslight me and insult my inteligence by laughing at me.

  Business response

  07/20/2022

  Complaint id # 17568864

  
  Hello,

  
  We contacted the store in regards to the customer’s Window 10 license.  The Service Manager, ****, explained to the customer and his friend when they were at the Service Department what his options are for retrieving his Window 10 key code.  Microsoft stores the key code to activate the operating system on the Motherboard.  When a Motherboard is changed, the license doesn’t always carry over to the new board. When it doesn’t carry over, it can be retrieved by using the troubleshooter that is part of Windows or manually entering the key that would’ve been purchased when the system was originally assembled. (The system wasn’t originally purchased here and transaction history shows no Windows licenses) If neither of these options are successful, reaching out to Microsoft or purchasing a new license are the next options.  Windows will run without being activated; however, it will not allow some functions, such as customization and will display a watermark on the desktop.  However, it will still function.  The Service Manager was sincere and trying to be helpful when offering these options to the customers.

  Sincerely,

  Micro Center Customer Relations

*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. ↩