ComplaintsforCooper Systems, Inc.

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  ***************

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my computer "fixed" last august 2021 at Cooper Systems. When I got home to use the computer there was an odd opening screen which I didn't think too much about because the computer worked for a while. After a few months the computer started to slow down and not boot or shutdown. The strange screen was still there and I decided to take the computer back to Cooper Systems. First I sent them and email detailing all that was going wrong since they "fixed" the computer. They were hesitant to tell me anything through email which I use because I work 2 jobs and I really only have time to email during the day when I'm working. Today (4/18//2022) I brought my computer back to Cooper Systems thinking that they would acomodate my problem and tell me that they can assuredly fix the problem. Furthermore, last august they charged me nearly $1000 to "fix" the data corruption which was the problem at that time. This time when I started to describe the problem that THEY created the person told me that they could not do anything without charging me more outragous amounts of money. The people that work at Cooper Systems are rude and didin't want to listen about how they screwed up my computer. I told them that I would be contacting my lawyer and that I wouldl write a complaint against them here at the BBB. Overall, I just expected them to realize their mistake and fix my computer at no cost since they are the people who messed up NOT me. As I stated they were not willing to do anything or even take a look at the computer and the manager tried to argue against me. I told them I would contact the BBB immediately and that is where I stand now. The next step for me is contacting my lawyer and I'm gong to *** Cooper Systems for all that I can get out of them. Due to not having a computer to use I almost lost one of my jobs and I really don't appreciate being charged for work that was not done. Thank you for taking these lines seriously and I hope for a good outcome.

  

  Business response

  04/28/2022

  The customer did indeed bring his computer in for repair last August 2021. We explained to him upfront that there would be a $76.28 service and diagnostic charge, plus whatever the cost would be to perform any repair. He acknowledged and left the computer with us. Our technicians evaluated the computer and determined that it needed a format / reload of the hard drive, as well as a recover and a data clean of a corrupted hard drive. We also explained to the customer that the computer's hard drive's condition merited replacement. It was showing signs of age and most likely would not last much longer. We alerted the customer to our diagnosis. He declined replacing the hard drive and instead only consented to the reload and data portions of the recommendation at a cost of $953.45. We performed that specific repair service, and the customer paid. On pick-up, the computer was booted up and we showed ********************** that it was working.
  It wasn't until April 11 of this year, 2022 -- eight months after the service -- that we received an email from the customer about an issue with his screen at booting. Lauren ********************** replied back and forth to the customer in an email thread between April 11 and April 15 that our service supervisor *************************** would be in touch with the customer and requested the customer's direct phone number. The customer provided that number, but requested that we reply by email. At that time, we had no information to share via email because we had not had a direct dialogue with the customer about his alleged boot-up issue. The customer was already aware of what we performed for his computer because it was clearly disclosed to him, plus he declined replacing the hard drive.
  That's why we requested his number -- to have a spoken dialogue with him in order to understand the nature of his boot-up issue. ** the email thread, we disclosed to the customer that **************** did indeed call the number the customer provided and left a voicemail message for the customer to return the call. The customer showed ** in person unannounced and met with ****************. He made unreasonable demands and behaved belligerently.
  Shortly after he left Cooper Systems, the customer sent this email with the following threat:
  "Just to reiterate, I've already filed a complaint against Cooper Systems with the BBB this morning. Now I'm waiting to get in touch with the many lawyers that my family knows as well. You should have taken care of the problem at the time but now you have a BIGGER problem. Since you charged me an outrageous price for the "fix" last august, I'm going to try to do damage to your business as well as seek the most money I can possibly get out of this situation..."
  To be clear, we explicitly explained to the customer -- eight months prior -- what was wrong and what needed to be done. The customer consented to the repair performed at $953.45 while declining the hard drive replacement recommendation -- and we booted up the computer to show him it was in working order, minus that recommendation. We did not replace any parts, so there were no parts installed to be covered under warranty. We cannot account for, nor be responsible for, what may have happened with the customer's computer in the eight months between his consent, payment and repossession of his device and his email contact with us -- especially since he declined to replace a hard drive which we had advised him was in need of replacement.
  There's no job to finish. We performed the service. We won't be threatened or bullied by a customer who won't return phone calls after providing us a number to reach him, not to mention contacting us eight months after the service with a promise "...to do damage to your business as well as seek the most money I can possibly get out of this situation..."
  
  Sincerely,
  Cooper Systems, Inc.
  
  See Attachment/File: ********* email.pdf

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