Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/24/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a formal complaint saved as a *** that will not fit in this box. How do I get that to you so you can address it? Briefly, I am seeking reimbursement for monies I was coerced into spending in order to get my documents/laptop back after Cooper Systems claimed to have serviced it, but it was not working and they had to send it to ******* to get it fixed. I was told they would "redo" all their work at "NO CHARGE" after they returned it to me broken. I was forced to pay shipping and handling and extra service/parts when they could not fix it locally. They had all my documents, files, photos, etc., stored on their equipment. This transpired over 55 days, all documented in the **** Initially, they stated everything was working correctly (all parts), but diagnosed viruses that needed to be removed, which I agreed to pay for. After they did this work, the laptop was so destroyed even they couldn't fit it. The 55 days of their services rendered on my laptop are documented in the *** as well as the various charges I had to pay to get my laptop and files returned. Because I had to have my documents (tax returns, Last ***************** etc.) I had to pay whatever they charged until it worked. Ultimately, they charged me $849.46 to repair a $500 laptop! I agreed to pay $415.95. They owe me $433.51 which I was required to pay after they made my laptop unusable.

  

  Business Response

  Date: 10/04/2024

  We are pleased that the customer's computer is now functioning correctly and to her satisfaction. We regret the time it took to complete the repair, as well as the additional work that was necessary, which she approved to finalize the job.
  

  However, we respectfully disagree with some of the statements made in the *** file she submitted with her complaint. This complaint came as a surprise to us, as we had not received any prior communication from her regarding the issue (such as a letter or phone call).She did not make any attempt to resolve the matter directly with us before contacting the Better Business Bureau (BBB).
  

  We were further surprised to learn that the customer,according to her ***, intended to pay for the additional repair charges with the expectation of recovering these costs later. In her attachment, she states:As soon as my laptop was fixed and in my possession, I would address their responsibility for the additional expenses. This indicates that she accepted the estimate for the extra work with the intention of complaining about the charge afterward. Nevertheless, we only billed her for the work performed and approved by her.

  
  Cooper Systems has proudly upheld a 32-year track record of customer satisfaction and has maintained an A+ rating with the BBB. In the interest of maintaining customer goodwill and fostering excellent customer relations, we will refund the $433.51 requested in her complaint.

  Customer Answer

  Date: 10/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

  ************, TN 38017

  
  

• Initial Complaint

  Date:04/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The webcam on our Lenova Yoga 940 stopped working, so we dropped it have to have it repaired around June 18, 2022. They told us the computer would need to be shipped to the depot for repair at a cost of $98. The computer was shipped off around June 20th, 2022 and returned around July 6th, 2022; they kept the computer a few more days to perform a virus repair that they recommended and we agreed to. When we picked the computer up, we paid the $600 repair invoice. When we got the computer home we realized the the webcam was working, but the touchscreen was not, even though it was working fine when we dropped it off. Cooper System said they would have to send it back to the depot, but we would again have to pay another $98 for shipping, even though this was an issue caused by their repair service. Around July 21st the computer was sent back to the depot but they could not perform the repair because they did not have the part. They told us this was due to supply chain issues out of ***** and they had no idea when the part would be in, Because my daughter needed the laptop for school we agreed to accept the laptop in its current condition with the promise that when they had the part they would contact us to make the touchscreen repair. I've contacted Cooper Systems at least three times since then (8/18/22, 11/8/22 and March 18th, 2023. When I contacted them on the 18th, they told me they would have to check on the part order and I've yet to receive a response. I would like my computer repaired or money refunded.

  

  Business Response

  Date: 04/20/2023

  Dear ***/*****,
  Thank you for bringing the matter regarding the complaint filed by ******************* to our attention. We take all customer complaints seriously and appreciate the opportunity to respond.
  

  We have been in contact with ************** and are pleased to report that we have come to a mutually amicable and acceptable resolution. ************* has informed us that he will bring the computer to us by the end of this month, and once we receive it, we will ship it to the third-party repair depot that performed the repairs last year. They will replace the web camera and return it to us. We will then perform a final test and inform ************** so he can pick it up.
  

  We have asked ************** to confirm this plan with your agency, and we will also be following up with him to ensure that the plan is executed smoothly and in a timely manner. We are committed to providing high-quality service and support to our customers, and we appreciate the opportunity to resolve this matter to the satisfaction of all parties involved.
  

  Thank you again for bringing this matter to our attention,and please do not hesitate to contact us if you require any further information.
  

  Sincerely,
  

  *** Cooper
  President
  
  Cooper Systems, Inc.

  Customer Answer

  Date: 04/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.  Cooper Systems has been in touch and stated they would work with me to ensure the repairs are completed once I can get the computer to them.  My daughter has the computer in college and when she returns I will make sure it gets dropped off at the business so they can forward to the third party for repair
  

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

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

  ************, ** 38017

  
  

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After bringing my computer (laptop) into Cooper Systems in June with symptoms of poor performance. They had my computer for over a week and charged me $500 for the repairs they deemed necessary plus software to prevent future issues. Within a few weeks the poor performance problem returned and due to busy schedules and not being able to get into ******* during their inconvenient business hours (for me), more than 30-days elapsed. I brought the laptop back to them August 11th and instead of them saying, "we're sorry, we didn't fix your computer for you the first time, please let us make this right." Instead they wanted to charge me another $100 diagnostic fee to "find the problem". Issue #1, from the moment I brought my computer to them they try to sell me a solid state hard drive to "fix the issue". Each time I told them I didn't need the laptop to run faster than when I bought it, I just needed it to run as fast as when I bought it. Issue #2, their "Marketing Guy" started mansplaining what the issue was but when I started pushing back he changed his story that they couldn't possible know until they ran diagnostics. I get their policy is to guaranty their work for 30 days but it's not like I'm coming back a year later. It's 60 days and their location and hours are inconvenient. They refused to work with me so I am out my $500 and I still don't have a laptop that works!This technology-based company showed me the work that was previously performed based on some notes written on a sticky note. The entire time the ** add *********** 5 quoting Cooper Systems saying, "Any computer repair business worth their salt..." The entire time I'm thinking, Cooper Systems isn't worth their salt because they couldn't successfully diagnose and repair my laptop in 7-days and $500 for services and one $100 piece of software.. Don't do business with this out-of-date company! I don't trust them and neither should you!

  

  Business Response

  Date: 08/15/2022

  First and foremost, neither our location nor our store hours being "inconvenient" is a valid excuse for waiting two and a half months to return the customer's device and make not only unreasonable, but also inappropriate service demands. Our location and hours weren't "inconvenient" for the customer to choose ********************** in the first place. Totally ridiculous.
  
  The customer checked his laptop into ********************** on May 27. Based on an estimate we provided the customer May 31, we charged him $98.23 for a diagnostic check-in plus tax and $491.13 for a peak tune-up of his device with virus removal service. The service also included an anti-virus program we recommended to the customer. He accepted the recommendation, purchased the software program, and we installed it as part of the service.
  
  The customer picked up his device with our completed work the week of June 3. It wasn't until August 11, two and a half months later,that the customer showed up at our shop -- no calls, no emails, nothing for two and a half months -- complaining about his device's performance being slow and demanding we perform the ENTIRE service again for FREE. That's simply not going to happen, especially after the customer acknowledged, even in his complaint to the bureau, our 30-day warranty policy. We cannot be responsible for what a customer does with his or her device in nearly three months since he or she takes possession of it. Users can acquire computer viruses or use their devices in ways that can affect the device's performance in spite of anti-virus software or the customer's best intentions. We performed the service and professionally installed the commensurable software for the customer's device.For the customer to just show up with his computer nearly three months later without a call or email and demand free work is unacceptable under all computer warranty/return policy standards. Coming full circle, the customer's explanation in his own ******************** complaint that he did not contact us before showing up because of the "inconvenience" of our location and hours is laughable, if not to say pathetic.
  
  Cooper Systems stands behind the product and service sold to this customer, as well as our reputation for being the longest-serving locally-owned computer shop in the Mid-South and Consumer Investigator ********************* **** Choice for computer sales and repair. The customer's demands are unreasonable and unacceptable.
  
  *** Cooper
  President

  Cooper Systems, Inc.

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17705147
  
  I am rejecting this response because:

  "Inconvenient" is subjective to each person and a good company with principles rooted in customer service would know that. If a business maintains hours the same hours I am scheduled to work, this is inconvenient. I am forced to take personal time to attempt to do business with this company. I chose to take a chance on Cooper Systems, but now I know that that was a mistake and a huge waste of time and money. Maybe the work was completed the week of June 3rd but it took me several days to schedule time to pick-up my laptop because of their inconvenient policy of, even though it is during normal business hours, you MUST have an appointment in order to get your property back. This is also inconvenient and delayed me getting my computer back. I definitely would have brought the laptop back sooner if Cooper System's hours were more convenient. So, as the customer, yes, I get to say if something is inconvenient or not without my evaluation being called "totally ridiculous" by the President of the company.
  

  Another reason for the delay was because I was trying to figure out if the new anti-virus program Cooper Systems installed was part of the problem. Since I have never used this software before, there was a bit of a learning curve to try some different settings.
  

  Like I tried to explain to Cooper Systems, was the problems had resurfaced well within the initial 30-days but they were more interested in selling me more "service" for a problem they never really solved. Did they boot the laptop up when I was picking it up after the service, yes. Did it appear to be working better? It appeared so but that was really hard to tell since it wasn't my laptop (it's my Wife's) and I'm not as familiar with the day to day performance of the computer to evaluate it properly. Did the folks at Cooper Systems care about any of that, no. They just kept touting their policy or 30-days and "mansplaining" what all the different reasons the problem could be.

  At this point, Cooper Systems has given me no reasons to trust them, their workmanship, their customer service, or their integrity. I will never choose to do business with Cooper Systems ever again because I am afraid they will simply fabricate some issue that I will need to pay more hard-earned money to resolve that *** not actually fix anything. In fact they will be receiving negative feedback and reviews from me.

  As a little fun fact, at one point when *** Cooper was mansplaining issues my laptop could have, when I started digging a little deeper, he made the comment that, "I'm just in the ********************** Then later on he tried to convince me that in his word, "I know a little bit about computers." Make up your mind, you either know about computers or you don't.

  ***, thank you for talking down to me while I was in your store, during my extended lunch break. You helped me avoid an even bigger mistake of continuing to do business with Cooper Systems and wasting even more money.  I thought a company that touts quality workmanship would be easier to work with, more understanding of the situation, and less accusatory of their customers. Obviously you DON'T stand behind your product and services because all you did for me was hide behind your policy! The fact that you didn't actually do anything but charged me almost $600 is a great business model. If I could trick people into just giving me money without having to stand behind my work, I could be as successful as you.
  

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