ComplaintsforMicro Center Computers & Electronics

• Initial Complaint

  11/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov/Dec of 2019 I purchased a Dell Laptop and and extended warranty for years. Purchase was made at the Parkville store The computer is not working properly. I took the computer to Micro Center, they indicate a new Solid State Drive would fix the slow problem. That fix would cost me $300.00 Micro Center says the warranty doesnt cover upgrades. I'm not asking for an upgrade I'm asking for the computer to be repaired according to the extended warranty. Micro Center is refusing to do that. When I purchased the computer the sales rep said " if the computer malfunctions under the extended warranty we will repair it, give you a new one, or a credit toward a new computer. Micro Center isn't living up to that now.

  Business response

  12/02/2021

  Complaint id# ********

  Hello,

  The Service Manager, ****, said Mr. ****** expressed concerns over the performance of his laptop and brought it to the Knowledge Bar on Saturday where a full hardware testing and a malware scan was run. His hardware passed and no malware was detected. Without a failure the store is unable to repair the system under his warranty. The store recommended replacing the system rather than investing $300 into a system originally purchased for $280. The customer was offered $100 off a new system OR a data migration from his existing system to a replacement ($100 value). Mr. ****** has been emailing ******, the Retail Sales Manager, and was slated to come in this week for a replacement. **** will reach out and offer Mr. ****** a refund of the service plan.

  Sincerely,

  Micro Center Customer Relations

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended warranty and extra coverage for shipping on a laptop at Micro Center November 2020. This laptop stopped working and after three trips back and forth to the store, they finally replaced it. Now the replacement stopped working and Micro Center says I used up the warranty. A warranty is not an advance payment for a replacement, it is a guarantee.

  Business response

  11/22/2021

  Complaint id# ********

  Hello,

  I wanted to let you know the Service Manager, ***** R., has tried multiple times to contact the customer, and her voicemail is not set up.  He will email her today to let her know what options the store can offer.

  Sincerely,

  Micro Center Customer Relations

  Customer response

  11/23/2021

  I have tried several times to contact any human at the phone numbers provided and it is impossible. I emailed back ***** and customer relations and am still waiting for a response.

   

  Customer response

  11/30/2021

  ***** did help me check in my laptop and assured me I would at least hear back by Monday Nov. 29. I heard nothing so Tuesday November 30, I emailed him, and received a bounceback because his email was full. The phone number doesn't work whether I push 3 or not. Chat is useless and text never answers. I'm at the store now, 8:30PM Tuesday November 30 and was just told my laptip has not even been looked at. I expect my data restored and returned to me and a full refund including warranty.  

  
  
  

  Business response

  12/02/2021

  Complaint id# ********

  Hello,

  ***** R, Service Manager, said the customer came to the store on November 30 where a full refund of her PC was processed, as well as, a data backup performed.  *** confirmed the data she wanted was backed up and was provided to her.

  Sincerely,

  Micro Center Customer Relations

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a $2000 computer system from them. After explaining what I needed a gentleman sold me a computer system. I thought it forcertain games I would be playing online and was assured that there would be no problems. Almost immediately after getting the computer home there were problems with the graphics card. I reached out to the manufacture of the graphics card and they stated it could be a problem with it. I then began trying to contact Micro Center in regards to the situation to no avail. I think contacted them online explaining the situation and they stated that they would have a technician call me to which I never received a phone call. I then finally was able to get in contact with someone from the store and they told me to bring my computer in upon bringing my computer in they wanted me to pay diagnostic fee and leave my computer there and I advised him that I was unable to leave it as I do do some work from home. I spoke with several people back in the department that builds computers and they were blaming the software on it. So I then went to the software company and opened a ticket with them and they determine it’s not an issue on their end it has been a known issue with the AMD Radeon 6700 XT graphics cards. I didn’t try to contact the store again to know if it helps so I contacted tech-support online and they again advised that they would escalate it and have a technician from the store call me too which I have still not received a phone call I just want a 100% properly working computer.

  Business response

  11/10/2021

  Complaint id# ********

  
  Hello,

  
  We apologize for the experience and asked the Service Manager, ****** ** to call him to see how he could best resolve his concern.  Since the customer was having issues with the new AMD computer, Dennis suggested he exchange it for a PC with an Intel processor.  Donald will be stopping by the store later today to do the exchange.

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

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I bought a computer 10/30/21. I had came into the store to buy a computer that a team member had shown me and that was in stock. As I was walking to the register I was given a different pc under the assumption that the one I had in the cart was the correct one. Then to have the employees tell me that there was a pricing error and go onward. I do find it interesting that before a team Member makes a sale a manager checks it over and come to say thank you etc... further more I was given information that if I had a purchased the computer with the branding “powerspec” I would get 1 free service on them for purchasing the product, to later get told that I have only 15 days and that’s it. The initial offer wasn’t even including there extra offer for protection. Aswell to top it off I’m missing items from my box, and nobody seems to be able to help. Overall the experience was awful and I’m upset because of all the flop around.

  Business response

  11/03/2021

  Complaint id *********

  
  Hello,

  
  We apologize for the customer’s experience and inconvenience.  The Retail Store Manager at the ******** ********* **** *. contacted the customer yesterday, apologized for the issue, and ****** will be stopping by the store within the next couple of weeks to exchange the clearance unit for a new one at no additional cost.

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

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an iPad 8 from micro center last year on the 13th of October with a 1 year warranty it had charging issues in the first months I brought it to the store a manager named *** looked at it and went to the back and brought a new charger without diagnosing it or putting in the system that he looked at it and said I am hooking u up even though he didn’t do anything but take my old charger and giving me an open box return charger a couple months later I started college and the iPad was glitching and shutting down a lot I contacted apple and they said bring it to the store u bought it from today I went to the store knowing that it’s the 13th the last day in the warranty I went to service and they ran a diagnostic on the device he was willing to replace it for me then he told me the warranty expired yesterday the 12 I said no it’s a year from 13 to 13 the manager *** talked and talked then said I can hook u up with 40-50$ discount I contacted cus serv both times they agreed with me

  Business response

  10/14/2021

  Hello, 

   

  The customer spoke to someone in our department yesterday. He did purchase a warranty which expired on 10/12/21 since it has expired we are not able to use the warranty. Our department spoke to the store managers and we let the customer know that we can help with sending the unit to Apple (he would need to pay for repairs) or we can offer $20-$40 of a new unit depending on which one he wants to buy. 

   

  Thanks, 

   

  Customer Relations

  Customer response

  10/16/2021

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** *********** 
  I am not accepting this because I’ve seen that same store when I went to buy the iPad last year make an exception for a white women even though she was a week after her warranty she was being disrespectful and rude to all the workers managers and tech guys and they still made an exception for her I was being nice and calm and that’s how you treat me saying 40 dollar discount on a 300 dollar plus device even though customer service said I was in the warranty 
  Complaint: ********
  I am rejecting this response because: 
  
  ******** ******* *****

  Business response

  10/18/2021

  Hello, 

   

  We are not able to use the warranty as the warranty has expired, we offered two solutions for help.  The customer also visited the store after our last response on 10/14/21 was made and told the managers that Customer Relations approved a replacement, this is not true. Our offer is to help with shipping the unit to Apple or to help with a discount off of a new unit. 

   

  Thanks, 

  Customer Relations

  Customer response

  10/19/2021

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  I am rejecting this response because: 
  You guys are so inconsistent with what you are saying first u say it can be refunded and it should be till the 13 and they could honor it to the 14 then u say you can’t then it’s a 50 dollar discount now it’s 20-30 I don’t want the discount I want to be refunded like the women we are no different except hers was a week late and mine isn’t even late but you are making excuses about it. I never expected this horrible experience with micro center of all companies after almost 15 years of business with you guys Al I ask is give me the same treatment as you did to that women 
  Regards,
  
  ******* *****

  Business response

  10/24/2021

  Hello, 
  
  Your warranty expired on 10/12/21 at 11:59 Pm, we are not able to use the warranty for the replacement but what we can help with is by shipping the unit to Apple for repairs and we can help with a discount off of a new unit. A discount of $20 to $40 depending on what new unit is purchased. We understand your frustration, the warranty company will not allow us to use the warranty for the buy out. We are able to help with these options. 
  
  Thanks, 
  
  Micro Center Customer Relations

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have bought two powerspec PCs from Microcenter (saint davids PA location) the first one was a G510 (Rx 6700xt build) and the pc stuttered like crazy, huge fps drops and random restarts it also was bent at the top of the case, apparently the GPU was scratched as well when they looked at it. I have tried everything on my own end to fix it but no luck so I bring it to MC and tell them the situation of why I was late (their only store is 2 hours away, hard to get there) and they bring it to the back and tell me it's bent, I said yeah I made that clear with the manager it was bought like that, I spoke with both **** *** *****. They called up **** and he acted like he didn't know me when I just talked with him the other day. After the hassle I exchanged for a G707 and the SAME EXACT PROBLEM occurs on this build, random fps drops, huge stuttering and juddery/jittery movement in game. I paid almost 2,000 dollars for this, and they will not help me whatsoever they never even tested it.

  Business response

  10/14/2021

  Hello, 

   

  We are happy to help the customer; However we will need some additional information. Can you please share the transaction number from the receipt? 

   

  Thanks, 

   

  Customer Relations

  Customer response

  10/15/2021

  I don't have the receipt but I have the serial number to the computer they have the logs I'm sure ***** ****************

  Business response

  10/21/2021

  Hello, 

   

  I have been told that our Home Office Tech Support department has tried to get in touch with you to see what they can do remotely to figure out the problem. They said they left you a voicemail, when you have time can you please contact them we would love to help. 

   

  Thanks, 

   

  Customer Relations

  Customer response

  10/22/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  
  I was never given a call at ************** from the tech center and I have already called once before they kept recommending me methods I have already tried before. I even went back to the store twice and everyone refused to check the core components and test it. Is there any way I could have the same PC tested at your store confirmed it's working without stutter and I'll just swap the two? This has been a problem for almost a month now with the **** I purchased first.
  
  Regards,
  
  ******* ******

  Business response

  10/22/2021

  Hello, 

   

  Looks like we had a different phone number than the one they tried to use. We would like to speak to you over the phone to remote in, we can test Steam as that is blocked at the store level so the only way to test this is to remote in from our Home Office Tech Support. I see the number you gave at some point was ************* which number is best to call on? 

   

  Thanks, 

   

  Micro Center Customer Relations

  Customer response

  10/25/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  
  Hi, here's the two best numbers to reach me at ************* ************. Thanks for keeping in contact hopefully I can get some idea on whats going on here. . 
  
  Regards,
  
  ******* ******

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought an extended warranty when I bought my most recent laptop. I took it in 2 weeks ago, explicitly described that the problem was hardware related. They returned it to me a few days later unable to find an issue. The problem re-occurred the very next day. Brought it back in with evidence. This time they agreed with me, and after some research stated that it would cost more to replace the system than to repair it. I'm fine with this so far. But now for the past 4 days they are waiting for someone to authorize replacing the system, but keep telling me that person is out. When I asked when this person would return or if there was someone else that could make the authorization, they ignored me. I've told them that this is impacting my ability to work - which is fine if it's during the repair, but not OK if only one person at the company can approve this and is out for an indeterminate period of time.

  Business response

  10/12/2021

  Reviewing Mr. **** BBB complaint it appears that he was issues the warranty buyout a few days after his complaint was filed with the BBB.

  Customer response

  10/12/2021

  I accept the business's response to resolve this complaint. It appeared there were 2 different people named ***** and some communications were getting muddled.
  

*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. ↩