ComplaintsforMicro Center Computers & Electronics

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two computer monitors for the business I work for. The purchase was made on 6/22/22. While attempting to assemble one of the monitors (attach the stand to the monitor), I noticed that they were not compatible and I could not successfully complete the process. This problematic second monitor did not have the same mounting plate as the first one which worked correctly. I had previously purchased a third, identical model monitor from Micro Center on 3/21/22 (which assembled properly), so I had seen two of this same monitor successfully assembled and was able to instantly notice the incompatibility between the stand and the problematic monitor in question. On 7/5/22 I attempted to exchange this problematic monitor at Micro Center. The end result of an almost 90 minute visit to the store was that they told me the monitor I had purchased did not match the serial number of the box it was in and they could not help me. Apparently the monitor that was in the box when I bought it was not what it was supposed to be. At some point before I bought it either Samsung made a mistake or someone at Micro Center switched the monitor. That was then sold to me. They told me that the monitor did not work (I never even took it out of the box to turn it on, because I could see the stand would not attach!) They also think that someone may have switched the product sticker from another monitor, because it pealed off very easily and, again, the serial numbers did not match the box. I have no idea how I was sold this defective monitor (that wasn't even the correct model) as new. All I know is that I bought two for my company at $200 each and one of them was not what it was supposed to be. And Micro Center is saying it is MY FAULT! So now the company I work for is out $200, which isn't even worth the time I spent in the store attempting to resolve THEIR mistake! I am appalled that this could happen and that Micro Center would not support their customer.

  Business response

  07/13/2022

  Hello,

  We were able to look into ******’s concern and after talking to the senior managers these are the reasons the return/exchange was declined by the store:
  1. The s/n did not match what was scanned on the receipt
  2. The tag was not secure and fell off
  3. The monitor does not turn on for them to check the correct s/n
  4. Micro Center does not sell the model of monitor the customer returned

  We are unable to exchange the monitor the customer left at the store; however, for customer satisfaction we can provide a $100 gift card.

  Sincerely,

  Micro Center Customer Relations
  

  Customer response

  07/18/2022

  Everything Micro Center stated is true.  However, the item that I returned is exactly what was in the box when I bought it.  I have no idea how it got in that box, but obviously someone else put it in there before I bought it.  That either happened at Micro Center, or at Samsung.  While I do somewhat appreciate that Micro Center is now at least offering to do something to correct this issue, anything less than a full refund or exchange for the product I paid them for, and expected to be in the box, is an insult.  Perhaps Micro Center can check their security cameras in their warehouse or contact Samsung to find out who originally bought the monitor that I was sold.  There is no other way I can prove that this was in the box when I opened it, and that I never previously bought this returned monitor, but I don't feel like anyone cares enough about my company's business to look into this further.  It is very disappointing and I have no interest in a store credit at a store that would allow this to happen and not support their customer.  I have already wasted more time dealing with this than what the monitor is worth.
  

  Business response

  07/29/2022

  Hello,

  We understand the customer’s frustration and do care about his business; however, we will not be able to do an even exchange or return for the monitor that was inside the box.  The monitor in the box ****** returned is not sold by Micro Center, and the monitors the customer bought were both new, not returned or clearance items.  The store’s offer of a $100 gift card for customer satisfaction is still valid and can be used to purchase any other item in the store.

  Sincerely,

  Micro Center Customer Relations

  Customer response

  08/10/2022

  I am rejecting this response because: 

  Micro Center is not reading my responses.  They are simply refusing to look into the issue further.  This is not an acceptable response. 

  Business response

  08/17/2022

  Hello,

  
  We understand the customer is frustrated that Micro Center will not be able to do an even exchange or refund for the monitor that was left at the store.  We have attached a picture of the monitor where the silver sticker looks tampered with.  The serial numbers do not match his receipt, the unit does not turn on so we can determine the serial number associated with that monitor, and we do not sell this model at Micro Center. The product sold was a new monitor, not clearance or returned.  We put the serial numbers of both monitors in our database, just to make sure it was not returned and both serial numbers pull up the customer's name.

  What we are able to do is offer a $100 Gift Card for customer satisfaction.

  Sincerely,

  Micro Center Customer Relations

• Initial Complaint

  06/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an Ice Giant Pro Siphon Elite CPU cooler from Micro Center recently. I found that I no longer needed this item, but they would not allow me to get a refund when I took the item back. The closest thing to a receipt I have is this online shipment confirmation. They actually had no record of any receipt for this item for me. The manager said they could not take it back without a receipt.

  Business response

  06/29/2022

  Hello,

  We apologize for the inconvenience, and forwarded this concern to the General Manager at the Fairfax store. He reached out to the customer to let him know we have the receipt, and he can either mail it back to the Fairfax store or take it to a Micro Center closer to where he lives.  I also have attached the receipt for the customer’s record.

  
  Thank you.

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer response

  07/16/2022

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

• Initial Complaint

  06/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a gaming set up and paid them to have it built. We were told it would be ready Thursday or Friday and MicroCenter would call. They have not called nor have they responded to us. Unfortunately, we have tried to call, text and email MicroCenter with no luck. We were both told we would get a call back but we have not. We want a full $3100 refund or pick the parts up that we purchased. I, personally, do not want to deal with your company at all. My daughter, however, wants the setup. It depends on how we are treated when we get there.

  Business response

  06/22/2022

  Hello,

  
  We apologize for the customer’s experience and inconvenience.  After following up with the General Manager, Cary R., at the store, we found that the customer’s build was completed and picked up by them on June 18.

  
  Thank you.

  
  Micro Center Customer Relations

  Customer response

  06/22/2022

  I am rejecting this response because: 

  yes, we picked it up. We arrived at 2pm and were told it would be a couple more hours. Since we live an hour and half away we stayed and ate lunch. Back at MicroCenter they told us it would still be a few minutes more. Again and again…we did not leave until AFTER closing time. It isn’t the employees fault. Abe and the guys were great. It’s the fact there is NO communication. You cannot call the store itself. If you text it goes to an unmonitored pile unless your computer had an assigned tech. 3 customers came in that day complaining about the same thing.

  we have not been able to set the computer up yet, but hopefully it will work. You can close this case now but I didn’t want them acting like we just walked in and were given the system because we didn’t. Over 7 hours we had to STAND because there is no seating and we’re never offered any.
  

• Initial Complaint

  05/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A high level summary of what transpired is work was performed on a 10 year old laptop that was not authorized. I explained this requirement to the initial technician but there was a communication breakdown when my laptop workorder was given to a 2nd technician. The right hand never spoke to the left hand and unauthorized work was performed on my laptop. See the attachments for more detail of the situation. I filed 2 separate online complaints which copies are attached and never heard back from anyone.

  Business response

  05/26/2022

  Complaint id# 17240567

  
  Hello,

  
  We were able to look into the customer’s concern and found the Knowledge Manager, **** *. attempted to reach out to the customer in April with no response from *** *******.  They also viewed video where the customer placed the SSD on the counter in front of the tech.  There was only one tech that worked with the customer from start to finish. We are sorry there was a breakdown in communication and will honor the customer’s request for a refund for the service provided.  Since the customer paid with a debit card, he has the choice to return to the store for the refund to be put back on his card.  This requires the card to be swiped at the store, and he can return the SSD he does not want at the same time.  The other option is for a check to be issued to the customer.  Since *** ******* lives very close to the St Davids location, he can return the drive when in the area if he chooses this option. 

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer response

  05/28/2022

  [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. Please mail the check.

  **** *******

  *** ******** *****

  Chesterbrook, Pa 19087
  Regards,
  
  **** *******

• Initial Complaint

  05/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Email advertiseme*t said $109 Samsu*g 1TB 980 a*d cs would *ot ho*or this price.

  Business response

  05/20/2022

  Complai*t id# 17234637
  
  Hello,

  
  We apologize for the customer’s experie*ce a*d wa*ted to let you k*ow the customer may go to the Madiso* Hts MI Micro Ce*ter a*d the Ge*eral Ma*ager, ******* *. will ho*or the i*correct email advertiseme*t prici*g $109 Samsu*g 1 TB 980, whe* bu*dled with a CPU, Motherboard or systems.&*bsp; Customer Relatio*s attempted to call the *umber provided per the customer’s request, a*d *o o*e a*swered a*d *o voicemail was set up, so i*stead we emailed the customer the resolutio* we are shari*g with you.

  
  Tha*k you.

  
  Si*cerely,

  
  Micro Ce*ter Customer Relatio*s

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Anker 2KmAh Powercore Metro battery/power bank from the Micro Center (MC) store in Rockville, MD, on April 19, 2021 ( Ref # 085-PO-5145439 ) for $59.99. The product came with an 18-month warranty. I contacted MC via their online chat service for customer assistance & told them that the battery failed to retain a charge. The MC rep initially rejected my claim, stating that I had to address this issue with the vendor, Anker. I contacted Anker and they pointed the finger at MC, stating that they don't cover the warranty when the product is purchased from MC! I reached out to MC again, and after further review, they said they would honor the warranty, but offered to replace my 20KmAh battery with a 10kmAh battery, effectively replacing it with a battery with half the capacity. I responded that a reasonable replacement would be to provide 2 of the 10KmAh batteries or refund my purchase price. I have yet to hear back from them in over ten days.

  Business response

  04/27/2022

  Complaint id# 17114552

  
  Hello,

  
  Thank you for bringing this to our attention, and we apologize for any inconvenience.  We forwarded the customer’s concern to the General Manager, **** I., and he reached out to ******* and provided a satisfactory resolution.  The customer will visit the store within the next few days for a refund.  **** I. also invited him to come into the store if he has any other product issues, and they will take care of him. 

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer response

  05/10/2022

  **** *******

  Mon, 9 May 2022, 07:12 pm

  Hello,
  
  Regarding this complaint, # 17114552, the issue was resolved
  satisfactorily. Thank you for your assistance as I believe it was
  instrumental in getting the warranty dispute resolved..
  
  Thanks,
  
  ******* *******
  
  Sent from my iPad

  
  

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Microcenter has continuously shown an inability to fix MacBook Pro correctly. I have had 6 different incidents with microcenter over the last several years. In each incident Microcenter and ***** ********s team has continuously lied to me and left me without a macbook for months at a time. I have lost countless hours of work production and have had to buy additional computers while waiting. Here are the highlights of the biggest incidents: Dropped my macbook off once. They said they would fix it over a few days and did not. They said they would send my macbook to Apple and I later found out that it sat in their office for 2 weeks before being sent When it came back, the macbook shut off in the middle of work I took it back again which took several weeks Came back again and wasn’t working correctly and was turning off suddenly My macbook fans started getting loud and macbook would get hot Eventually the macbook broke down and had heat damage The screen was also showing damage. When I pointed this out their team said no I can’t see it. Another team member grew angry that I would point this out I waited weeks, picked it up, and the fans still went crazy ***** ******* said this was standard with my mac model I had the mac for a while and the fans never got that loud until recently A 3rd time I picked up the mac for the heat issue and still not working correctly I had to purchase a mac to continue doing work. I work from home and need a working computer. I can’t afford 2 macs. I requested a full refund. Micro center denied giving me a full refund. They said they would not refund the warranty and would only refund the mac. I also requested to return the other computer I bought as I no longer want to do business with them due to the above. They did not accept. Microcenter, ***** *******, ***** ** *****, and ***** ****i have consistently lied and misled me. This is a breech of contract and they’ve failed to fix my computer correctly on 6 different occasions.

  Business response

  04/13/2022

  Complaint ID# 16978359

  
  Hello,

  
  We wanted to let you know the options Micro Center is able to offer:

  
  1. We will process a full refund for MacBook. We are not able to refund the plan because we charged repairs towards that plan due to physical damage to the unit.

  
  2. We will return the iMac purchased in January.

  
  We are happy to work with the customer to resolve his concern and the options outlined above are what we can provide.

  
  Thank you.

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer response

  04/14/2022

  [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. 

  Please let me know when we can move forwards with this.
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a refurbished computer and extended warranty on February 3, 2021. I was told the manufacturer's warranty expired in one year and after that the extended warranty would kick in. My first computer malfunction occurred and Micro Center had no problem exchanging it for me. The second time the computer malfunctioned, the tech staff instructed me to wipe the hard drive after I expressed concern about my personally identifiable information being on the hard drive. Before the second exchange took place, I followed their advice and wiped the drive clean. When I exchanged the second computer, the staff had issues and told me I should not have wiped the drive because they needed to know specifically what went wrong. I'm not a technical person and I couldn't explain what happened to their satisfaction. I had expended the manufacturer's warranty by one day and the extended warranty was now in effect, but that didn't appear to matter. I was told I could exchange for a more expensive computer, but I asked to have what the warranty offered. Then the tech staff didn't seem to know what the warranty covered. I asked for a copy of Micro Center's written extended warranty and no one could find it. I was given a service contract instead. The supervisor finally found the right computer model to exchange, but then I was charged for tax and another extended warranty. After I complained, they eventually refunded the tax, but I was forced to pay for the second extended warranty and no one could give me a copy or tell me why I had to pay again. My previous extended warranty was only one day old. I asked to speak to the General Manager, **** *****, but he was not available on at least two separate occasions. I wrote him a detailed letter dated February 19, 2022, but he never responded. No one at Micro Center has addressed this issue.

  Business response

  03/30/2022

  Complaint id# 16933110

  
  Hello,

  
  We apologize for ********’s experience and have forwarded her feedback to the senior managers at the store who will be reaching out to the customer to explain the way the protection plans work and answer any questions she might have about the coverage, including why they didn’t exchange the unit that was one day old and instead used her protection plan.  We are sorry for any inconveniences and appreciate her letting us know.

  
  Sincerely,

  
  Micro Center Customer Relations
  

  Customer response

  04/07/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 16933110
  
  I am rejecting this response because: When I protested, the sales tax was ultimately waived.  When these issues were taking place, I had Mr. **** telling me that the extended warranty I purchased did not cover certain services.  When I asked Mr. **** repeatedly for a copy of the extended warranty that he repeatedly referred to, he could not provide me with a copy.  Instead, he produced a copy of a "service contract" (attached) which has nothing to do with extended warranty.  Mr. **** disagreed and said the service contract was the extended warranty that I purchased.  I attempted to contact Mr. Greg ***** the store manager, but each time I visited the store, he was in a meeting or busy.  I left messages and my contact information and I never heard from him, instead, I received an email from someone named Alan *****, who is not the store manager.  When I asked for Mr. **** *****'s contact information none was provided, there isn't even a local phone number for the store.  When I attempted to utilize the toll free number, I reached a call center that is not located in the State of California.  I had an extended warranty that was in effect when I exchanged the defective desktop computer, but was forced to purchase another because Mr. **** said the act of exchanging the computer voided the service contract.  That is the essence of why I requested a written copy of their version of an extended warranty.  Not only did I receive this ill tempered customer service, I was also searched inside the store, other customers were not.   The security guard approached me as I walked into the store, I had my own personal shopping bag which contained the defective computer.  He ran over to me and told me that before I left the store ne needed to inspect my bags.   No one appears to want to stand behind this bad behavior.  How can customers be charged twice for items they have already purchased; the extended warranty.  What I want from Mr. **** ***** is a written explanation of what took place and a written copy of the extended warranty so I understand and can see in black and white what the limitations are instead of having Mr. **** and anyone else making up a narrative at their whim.  I do not want to be contacted by phone.  Either Mr. ***** can meet me in person or put it in writing.  What's so hard about that.  Stand by your word, but only if it doesn't infringe on someone else's civil rights or skirt the law.
  
  Regards,
  
  ******** ******

  Business response

  04/11/2022

  Complaint id # 16933110

  
  Hello,

  
  We wanted to let you know **** *., the General Manager will be happy to meet with the customer at the store.  He would like to provide the answers in person the customer is requesting. We will email the customer *****s schedule, and then ******** can let us know when she plans to visit the store.

  
  Thank you.

  
  Micro Center Customer Relations

  Customer response

  04/25/2022

  ******** 

  Fri, 22 Apr 2022, 06:42 pm

  To Whom It May Concern:
  I am submitting this response to the email dated April 20, 2022, 9:35 a.m. sent from the BBB seeking feedback, and read by me on Friday, April 22, 2022.
  Please be advised that I met with Mr. **** *****.  He and his customer relations associate agreed to meet and scheduled a meeting date and time that was mutually agreeable to both of our schedules.  That meeting took place on Wednesday, April 20, 2022, at 1:00 p.m. PST.  The outcome of that meeting was abundantly satisfactory.  Mr. **** ***** was very personable and spent a great deal of time explaining his circumstances related to the complaint I filed.  It is clear to me that there was a lack of communication that led to some of the dissatisfaction I expressed.  Mr. ***** showed me a document that had information related to servicing computers at his Micro Center store.  He also went above and beyond by offering me an upgraded desktop, with trade-in of my refurbished computer, which was replaced earlier this year.  
  Mr. **** ***** provided me with his direct contact information so I can communicate easily with him.  I will be contacting him to schedule a date and time convenient for all parties to complete the trade-in sometime during the week of April 25, 2022.  I expressed my gratitude to Mr. **** ***** because I was amazed that he made such a generous offer to compensate for a lack of communication, and customer service issue that was not immediately communicated to him by his employees.  I thanked him and I want the BBB to know that the only reason I did not respond by the April 20, 2022, deadline was because that was the day Mr. **** ***** and I met to resolve this matter to our mutual satisfaction.
  Please revise your BBB profile which currently reflects:  
  “The business addressed the issues within the complaint, but the consumer either (a) did not accept the response, OR (b) did not notify BBB as to their satisfaction."
  
  Please update your records to indicate that I am very satisfied that Mr. **** ***** went above and beyond to address my concerns and I feel confident that this matter has been resolved to mutual satisfaction.  If your profile could be changed to include the following information, I would be grateful.
  
  - Resolved = The complainant verified the issue was resolved to their satisfaction.
  Best regards,********

• Initial Complaint

  03/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Refurbished phone sold without any charger. Store does not carry required charger for "fast charging". Asked if I could get a price reduction due to no proper chargers. Was told they had correct chargers. I know this to be incorrect. Have done this one time before with same store. Proved them incorrect. I asked if I could prove to them they were wrong, therefore giving me a price reduction. I was told yes, but I had to buy the phone first. Immediately after sale, I was told no. Lied to about store procedure for a sale. $222.xx

  Business response

  03/23/2022

  Complaint id# 16918472

  
  Hello,

  
  We apologize for *******’s experience at the store.  The customer’s BBB complaint was shared with the General Manager, ****** **, who was not aware of this customer’s interaction with the associates because he was out of the store the day ******* visited. The General Manager would have given the customer a charger, even though after checking with the buyer we found that none of our Refurbished phones come with a charging block. Andrew B. will use this as a training opportunity for the associates. ****** returned the phone on 3/21/22. We emailed and left a voicemail for the customer on 3/22/22 to contact us at his convenience.

  Sincerely,

  
  Micro Center Customer Relations

  
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Somebody hacked into my computer, my mainframe, PC, desktop. I took it in to have it corrected. At the first the guy told me $150, I went home to get it and brought it in. I explained everything and was charged $250. I thought I would pay it since it was Microcenter. thinking they would do a good job and it would be worth it. I cannot (STILL) hook up my printer due to an internal issue now, I've spent probably 10 hours trying to make it work, all in vain. It runs slower than before. They did a terrible job. I want my $250 returned, ( I paid cash, they can send a check to my address on the invoice) and I'll take it to another shop. Yes, I have receipts, I've, called the repair hot line as I was instructed, but thy wanted and additional $80 I think it was .. Now I'm going to have to have it serviced again, and more, MORE DOWNTIME,.. I want my money back. THIS IS THE SECOND TIME IVE WRITEN THIS COMPLAINT AND STILL NO SATISFACTION. My first complaint was 021422. I've had bad experience with my desktop since the beginning of January and still no satisfaction.. This is very frustrating. Ps, I cant upload supporting documents because my printer doesn't work...but I have them.

  Business response

  03/15/2022

  ********* ** * ********
  
  Hello,

  
  We are sorry about the experience and do apologize for any inconveniences.  ****** *, the Service manager, let us know the customer at the time of check in was quoted $150 for Micro Center to back up his hard drive to save his data, which the customer agreed to.  Then he was quoted $100 for them to reimage the computer because he wanted everything taken off his hard drive, being afraid someone had hacked his computer, customer approved the charges for the service. The customer didn’t realize because of the reimage, it would require his printer to be set up again. ***** *** ****** ******* ****** to bring the unit back to Micro Center, (provided the hours ***** would be working), so they can go over the performance and help ****** set up the printer at no additional cost. The customer did not bring the computer or printer back so they could help. We encourage the customer to bring the computer and printer back to the store for the help he is requesting. 

  
  Sincerely,

  
  Micro Center Customer Relations

  Customer response

  03/30/2022

  
  Complaint: 16892163
  
  I am rejecting this response because: 

   

  This is not closed. . I want my money back.Thank you

   

  
  
  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. ↩