ComplaintsforComputer Village, Inc.

• Initial Complaint

  08/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Computer Village on August 2nd, 2022 to repair water damage on my 2019 ***********. I was told that the price of labor to fix the laptop was $***, and I paid an extra $** emergency fee to have the computer repair expedited. I had to pay this cost upfront, before any services were done to this laptop, and the total amount that I paid was $******. Computer Village told me that the only extra charge I would have to pay was for the parts they needed to fix the computer. I called the business three days later on August 5th, 2022 to see if they had found the problem with the computer and how much the parts would cost. Computer Village told me they actually couldn't fix the laptop, and I would have to send it to ***** to get it repaired for the price of $****. Computer Village is a verified ***** business, but when I needed repair on my ***** product, they told me they couldn't repair the laptop themselves and they'd have to send it somewhere else. I asked for a refund of the $****** because they didn't do any actual work on the laptop, and how do I even know that they opened the laptop to look at the problem? They said they couldn't give me any refunds, even if they didn't do any work on the laptop to repair it. If I knew Computer Village was going to steal my money and not fix my laptop, I would have gone straight to ***** and save my $****** that could have gone to fixing the laptop with ***** or purchasing a new one. Computer Village stole my money and refused to give me a refund when they did not hold their promise to fix my computer. What is the point of going to Computer Village if they can't fix ***** products? All I request is to be refunded $******. They took my money then told me they couldn't fix my laptop.

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/08/08) */ Customer brought in a *************** for not starting up due to liquid damage. She was advised at the time of check in that the cost for our service was $*** and that turnaround was 3 to 6 business days. Customer chose to do emergency service for $** additional, which means it goes to the front of the line. I overheard the conversation and specifically had our check in tech discuss with the customer that if the computer needed repairs due to a liquid spill that the cost could be an additonal $**** or more. The customer was aware that there would be additonal cost to fix the computer if liquid had damaged the computer. Our technician, upon opening the computer, found large parts of the logic board covered in corrosion. He disassembled the computer and cleaned off the corrosion with static safe brush. After reassembling the computer, he found that the computer would not accept power from any of the 4 ports or battery and that the main logic board was dead. Further the touch ID, I/O Boards, fan top case, power adapter and power cable appeared to have been affected by the liquid spill with the potential for more bad parts that can't be tested without a functioning logic board. He recommended facilitation instead of replacing parts as the cost could easily end cheaper than if we have to keep ordering parts in to replace other parts that turn out to be bad. Called customer and quoted the price of ****. Recommended customer purchase new computer instead. Customer returned and demanded that we refund her money when we told her our recommendations. We refused. First: We were upfront and discussed with the customer that there was a good chance that the cost would exceed $**** to fix the computer. We did that specifically as we wanted the customer to realize that there was a high chance, given the liquid spill, that the cost would be a lot more. The customer chose to proceed with that knowledge. Without opening the computer and running diags, we could not say for certainty what the cost would be. Second: We are ******** Authorized Service and Sales center. The decision by the tech that the best method to proceed was to do a mail in repair versus ordering parts was due to the extent of the liquid spill and that with the logic board dead we could not be sure what other parts would need to be replaced. The facilitation price included repair by ***** of all the parts needed to fix. Third: It was because of the price of the facilitation that we recommended that she purchase a new computer. The cost to purchase was about equal to what the cost of the facilitation would be. Fourth: As the customer requested we put this computer in front of the service line. We proceed to diag the problem with the computer that it had extensive corrosion and needed at least the logic board replaced. I am sorry that the customer was not happy with our service but not sure what else we could have done. We made it clear at check in that it was probably a liquid spill and that the cost to fix would be extensive if that turned out true. We refused to return her money as we did tear down the computer. The fact that she didn't like the results of what we found, I can't change.

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