ComplaintsforNew Dream Inc

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a laptop through Amazon which ordered from a company listed as "Great Price Tech" on the order. The laptop arrived with several concerns including the wifi losing connection and the computer freezing and crashing after a few minutes of use. The purchase was done April of 2023 while I was traveling for work.When I discovered the item was defective I contacted Amazon who detected me to their website for product support.This website directed me to the manufacture website MSI.I spoke with MSI technical support for multiple months. They kept taking my emails with my order receipt but then not verifying my item to send a return label.Finally in November MSI identified the reason they could not service or register my item was due to it being sold by a third party through Amazon.The order was advertised with a 1 year manufacture warranty, so at this time I reached back out to Amazon and was able to get a message to the retailer.The retailer has communicated using the business name New Dream since making this contact. They told me over the phone they would easily be able to repair because it sounded like the DDR5 RAM was faulty they put in.After sending the device to them, I received a call first telling me the unit was fully repaired and they had replaced the faulty RAM.I asked about the wifi which they said they would need to follow up.A little while later New Dream emailed me and advised while checking the wifi hey noticed the motherboard on the device was cracked and the wifi connectors were not attached anymore. They sent the attached pictures to show this damage.The device was never opened in my possession, leading me to believe this damage was already in the unit at the time of purchase. Because the unit was sold with a 1 year warranty I requested they repair or replace the unit.*************** told me because we were outside of 30 days they could no longer honor the repair. They quoted $1080 if I want repair work done.

  Business response

  02/09/2024

  Hello *******,

  Thank you very much for reaching out. If we cannot go ahead with the out-of-pocket repair for the damage done to the laptop it will be returned to you in the state it arrived to us. Unfortunately, we do not store customers products for a later date, you have been notified of your options and the deadline of when the decision will need to be made. Due to the damage to the product, we cannot provide warranty support for your hardware issue. If you have insurance like Asurion,they do provide accidental coverage, but we do not regarding warranty repairs. 

  All information needed to resolve the issue has been sent via email. Although it is an unfortunate situation, if you had an issue within the first 30 days of a new product being ordered, a replacement option would have been available. Regrettably, this issue is not covered under the manufacturer warranty and can only be covered with accidental coverage, or an out of pocket repair. Your products warranty started on date 04/24/2023 till 04/24/2024 and your warranty coverage still covers all components that do not show physical damage accept the damaged done to the motherboard.

   

  If you have insurance, you will need to contact the respective company for what is covered.

  Customer response

  02/09/2024

   
  Complaint: 21267654
  
  I am rejecting this response because: The product was damaged at the time of purchase. I contacted Amazon and requested resolution. They directed me to the Manufacturer who tried to trouble shoot with me. I was not put in contact through my initial request for assistance until I was beyond the 30 day time frame the business is suggesting, and the sale did not indicate I needed to contact them directly within this 30 day time frame. Amazon spoke with me on 2/8/24 and their representative advised I do not accept the item back, as it is in the possession of the retailer and I have requested a refund. They have reached out as well and are waiting for a response on how we can proceed to refund the product. Please either work with Amazon or the BBB to provide resolution as the item arrived damaged, I should not be liable for the damage.

  
  Sincerely,
  
  *****************************

  Business response

  02/26/2024

  Hello.

  The information provided in our last message is the state the product was in when it arrived. The damage done to the product is not covered under warranty and the product will need to be submitted to an insurance company if the customer has gotten it upon purchase. Unfortunately, we do not provide accidental coverage, but only warranty support. It is an unfortunate issue, but it is not within our ability to fix under the warranty. The mentioned RAM replacement would have been in a different section of the motherboard and the damage done to the **** chip took considerable force to pry up for an electronic.

  No manufacturer provides support for customer induced damage. If there is an issue regarding component failure, we provide support for it.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This seller will send defective items to you and charge you a absurd restocking fee on a broken item. They charged me 309$ even though the item was defective.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Had constant issues with a product, an Asus computer, that I bought from them. I reported the issues to the company and they said I could get it fixed under warranty but I had to ship it back. I shipped it and when they received it they said they wouldn't fix it and sent it back to me. When I asked about getting replacement parts or some resolution since the product was under warranty, the only solution they would provide is to ship it to them again which I didn't want to do becuase it didn't work the first time. When I finally received my computer back it was in worse condition than when I sent it to them. I sent them the proof of the damage and they refused to take any respondsibility and said that I need to file a complaint with the shipper. I said they should have insurance on the package and they said they don't buy insurance to ship their (expensive electronic) products unless the customer requests it, which isn't something they bothered to mention to me. I've spent over $1,200.00 on this product 10 months ago. To replace it I'm going to have to spend at least $2,200.00. The company has given me nothing but attitude and refuses to fix the problem and instead has caused more. At this point I want a full refund since, even if I salvage as much as I can out of the computer, I'm probably still going to be out at least that much to get a functioning computer again.

  Business response

  02/11/2022

  This customer purchased from us in March 2021.  She initially reached out to us in April 2021 regarding a power supply problem. After a miscommunication we sent a replacement power cord in April.  In January 2022 (8 months later) she emailed to tell us she bought her own power supply and installed it but her computer doesn't power up.  We informed her that her device was still covered by warranty and she could send it to us for service at no cost.  She shipped in on January 21st. 

  On January 26th we received her computer, however the device was not clean. For health and safety reasons our technicians could not service it in the condition presented. (It was crawling with insects inside and smelled of cat urine).  We informed her we were sending it back to her and she if she cleans it (vacuum out the bugs, etc.) we will be able to perform diagnosis and service for her.  

  We shipped the computer back in the same packaging she sent it to us in.  She received the device on or about January 31st and said it had been damaged in *** transit.  On Jan 31st she spoke with us and we offered to file a claim for the damages with ***, but suggested she simply clean it and send it back to us.  We would be happy to repair the device as it is still covered by her 1 year warranty.  In response to this she yelled that she was not going to send it back to us and hung up.

  She pursued the damage claim with *** but was unsatisfied with the result.  Again we offered to repair the device if she cleans it and sends it back for service.  So far she has chosen not to.

  Customer response

  02/15/2022

   
  Complaint: 16695033
  
  I am rejecting this response because:The company's response is not factual, first they said my computer had dead bugs, then it was bed bugs, now its live bugs and cat urine. I don't have any bugs or even own a cat. Everytime they tell the story it gets worse but the fact is that I vacuumed the computer before I sent it. My last computer I had for 8 years and the only problem I had was when it got dusty and needed to be cleaned out. That was literally the first thing I tried. They'll come up with any excuse to not do their job. My computer was further damaged in transit and they apparently don't insure their expensive products in shipping. They told me to make a claim with *** and I did. The claim with *** was filed on 2/2/2022, and *** resolved it on 2/4/2022. I asked them for the results and explained to *** that I owned the damaged item and had before it was shipped to the company but *** said that they have a contract with the company and cannot tell me the results, that I have to get them from New Dream Inc. I have since reached out to New Dream Inc multiple times asking for the results and any refund they issued since I'm entitled to it as the person who is out a computer now and New Dream Inc just keeps saying they haven't received any correspondence or anything from ***. I reached out to *** again and they insisted that they sent the results and for New Dream Inc to call them. I forwarded this message to New Dream Inc and they refused to reach out to ***. If *** issued a refund for this item and they don't send it to me they are effectively stealing from me, as well as refusing to fulfill their end of the warranty. TL;DR: New Dream Inc sent me a subpar product. When I tried working with them to get it fixed and did what they said they refused to honor the warranty and are slandering me with false claims that don't even make sense. My computer, which I need for work, was further damaged in transit. They're response was to tell me to take it up with ***. When I did, *** did an investigation and sent them the results which they refuse to provide, along with any refund that I'm entitled to.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  01/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a faulty HP laptop off of Amazon and from New Dream Inc on 09/03/21 serial number ********** total cost of $1,508. The laptop has malfunctioned twice since I purchased it, leading to expensive IT costs on my end. The laptop is within warranty. The seller repaired the laptop for a second time and now I must pay my IT person once again and approximately $500 to reinstall the software that I need as required in my industry. I have requested several times a refund from the seller for at least $500.

  Business response

  02/11/2022

  We are very sorry to hear this customers laptop did not perform as expected.   We do stand by our warranty which covers repair and technical assistance by our team for one year.  When she sent it in for repair in November we found the manufactures drive was faulty and we replace the drive at no cost.  Our technicians tested the repaired device and found it was working well before we returned it to her. 
  
  We understand she has again had issues. The device is still under warranty and,as we explained, we would gladly service it again, but she has not arranged for service with us.

  Unfortunately,her choice to pay outside services for repairs and software installation are not within the terms of the warranty.  (which is industry standard for computer repairs and is noted on the Repair Authorization Form she agreed to)
  
  Her warranty is good for a full year from date of purchase and we will gladly service it should she choose to contact us again.

  Customer response

  02/16/2022

   
  Complaint: 16665657
  
  I am rejecting this response because: I believe that this company knowingly sold a $1,500 laptop knowing that the hard drives are an issue. The laptop has failed twice and the technician that I spoke to initially after the first failure seemed to be familiar with the issue. The loss of time and money should be deducted from the cost of the laptop.  More than that, I don't trust the laptop anymore and want a full refund so I can invest in a better model. That is just the right thing to do. 
  
  Sincerely,
  
  *************************

*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. ↩