ComplaintsforComputer Upgrade King, LLC

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  on October 31, 2022, my brother (*******************************) bought me a laptop (LT-HP-1005-CUK-004-S-2021 HP 15) from Computer Upgrade King (CUKUSA) (invoice16977 113-0037637-0265046) , almost 15 months have passed since its purchase, of which I have not been able to use it for 9 months (since May 5, 2023).They repaired it (RMA ******) and returned it to me damaged, again I had to send it to them (RMA******.2) on september 26, *********************** their possession, the guarantee that them have given me has not allowed me to repair my equipment, I cannot wait any longer, I require that they immediately return the price paid, taking into account Note that they sold a damaged laptop and have not been able to return it to me repaired and 100% operational.

  Customer response

  02/13/2024

  Good afternoon BBB

  On 31/01/2024 I received an email from computer upgrade king. 

  The last email (attached) they were working to replace my laptop,  but the issue are not close. 

  Regards

  Yenette Vega 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Buyer Beware!!! Do not purchase from Computer Upgrade King! We purchased an ASUS Laptop Gamer ROG Strix G16 (2023), model on September 9, 2023 for about $1700. About a week after the 30 day warranty period ended, the computer started having a fatal error and was continuously shutting down. I read their reviews and unfortunately realized they are a scam company. They refused a refund. We opted to repair directly through ASUS rather than deal with Computer Upgrade King given their shady reviews. ASUS informed us that the *** card and RAM that were "upgraded" by the Computer Upgrade King needed to be replaced because they were broken. In addition, the person who installed the *** and RAM at computer Upgrade King also damaged other internal components of the laptop. I spent over $225 on repairs on a computer that we purchased less than 3 months ago.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After purchasing a product from this company they refused to ship it. Offering goods and services to consumers who expect a product or service to be rendered. And then with no explanation declining to mail you the product you have ordered. Then faking the shipping as if they actually shipped the product to trip Amazon's no review policy. And listed the tracking as we are not shipping

  Business response

  06/09/2023

  Per our direct email to the customer, there was a pricing error listing a $2000 unit for $200. Given the disparage, we were unable to fulfill this order. We outlined this for the customer, and processed a full refund, plus an additional courtesy refund as a show of good faith. The customer was advised of this before the refund was processed, and we have offered the customer a 10% discount on any other of our products. 
  Please let ** know if we can be of further assistance.
  Thank you for your time,
  Computer Upgrade King **************** Team

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an HP pavilion AIO computer from CUK on Amazon August 25th, 2022. The computer has never properly worked. I took it initially to Geek squad to have it checked out and was informed *** was bad. They sent to HP who replaced ***. Still did not work. I contacted CUK and was told I would have to ship the computer to them and properly package the equipment (Two Boxes). Computer was already boxed by Best Buy for shipping back to HP.When I priced the shipping the computer I found it would cost over $500 to ship to VA from ID. Not a cost effective option as the computer was purchased for $2066.99. CUK politely offered to allow me to purchase a shipping label at their price which I did through PayPal. I shipped the unit to CUK in the box packaged by Best Buy Best Buy is not liable in any way shape or form). The computer was totaled during shipping. I was sent pictures of the damage. No chance of repair. I was informed by Vitality ***** on April 4th, 2023 that CUK was submitting a claim on the damaged unit on my behalf. All mentions of CUK covering the damages or it coming out of their pocket were rebuffed by CUK claiming it was not their fault it was damaged. On April 14th, Vitality again messaged stating they had received payment from *** for the computer. I asked her to send me the check and the claim paperwork. *** has now taken the stance that the money is theirs until I submit a refund and even stated they are going to charge me a restocking fee for a system that is going to be tossed. It is unsalvageable. *** has stated several times that this is not their mess and not responsible for payment until *** actually paid for the damage done and then made claim to the monies. This is not legal. They have already been paid by me for the computer on August 25th, 2023. They have no right to these funds or a restocking fee. I was not under their insurance for the shipping evidenced by them refusing to cover damage.

  Business response

  04/24/2023

  Up to the point where the customer is accusing us of "keeping his money", I agree with the customers accounts of what happened up to that point . Given the scenario, he's asking for a direct payment which is not possible as this is an amazon order and all refunds will have to be processed within their systems. We've outlined for the customer that in order to get his refund, he'll need to process a return request through Amazon, so we can complete the transaction correctly and in accordance with Amazon's seller agreement and get him his refund.
  We advised the customer before approving their RMA that the unit needed to be packaged in such a way as to avoid any damage to the unit. We've provided pictures to the customer showing that not only was it damaged, but packaged improperly ( There was no packaging material included in the box.)We have provided the customer with proof and as he outlined, did all we could to both protect the customer preemptively, by advising that he ensure that the unit was packaged properly, and by offering to sell him a shipping label at our cost to save him some money on the quoted price of shipment. 

  Once the unit came in damaged, we notified the customer and worked with him while he went back to BestBuy for answers. He found that BestBuy was not at fault. We filed the claim for him ( against our shipper account, given that it was our label) and were reimbursed for the customers refund.
  We have outlined for the customer multiple times that no one is trying to keep any of his money. The payout for the insurance claim is FOR his refund. However, given that the order was placed on Amazon, we'll need the customer to process a return request so we can refund him what was received by the claim payout. The restocking fee we discussed with him is to cover the remainder of the value of the unit that is now unsalvageable, and this is unavoidable. At the end of the day, the unit arrived damaged. As we outlined for him, if he wanted to go back to BestBuy, (Given that they didn't package it adequately) we'd help with a letter outlining the situation. 
  
  Please note, simply paying out the customer directly is not an option as it would violate both Amazon's policies, as well as our own. Without a return request, Amazon doesn't see that the unit was returned and subsequently refunded, so that is the only route this customer will be able to get their refund. 
  Please advise the customer to process their return request, and we'll get the refund processed without delay, less the restocking fee outlined. 
  Please let us know if we can be of more assistance in this matter,
  ****************
  Customer Service Manager
  **********************

  Customer response

  05/01/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This seller has been sent a request to do just what I requested by Amazon and has failed to respond at all to that request. They are mistaken in thinking that the package was under their insurance. I was offered shipping at their price but was informed I was not privy to their coverage. 

  **************** seems to be playing both sides here. I guess I will have to go through ******** AG's office to make this right. As far as packaging goes, it was package properly. Just stating double boxed in an email does not suffice as proper instruction. It is not ambiguous or clear what that means. Should it be a stand up box or a flat box? Should it contain Styrofoam? 

  I reject this.
  
  Regards,
  
  *****************
  
  
  
  

  
  

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a computer in December 2022, and it freezes up, I called and a technician came out and cleaned it and it worked for a few weeks and it is freezing up again. Right in the middle of me working on it will go to your device ran into some trouble and the screen is blue and does not go away until I turn it off. I contacted the seller and I have not received a reply. I bought it through Amazon. They say my refund window has passed. Im not keeping a computer I cannot use. I will also contact my credit card company. They need to issue a refund or send me a new computer.

  Business response

  03/07/2023

  We have offered warranty support for the customer and will continue to honor our warranty for the entirety of the warranty period. Please advise the customer to reach out to us for warranty repair work. Please note, your return was denied as your outside the return window and repair for the unit is the only option we can provide. 
  Standing by to help,
  ***********************************
  Customer Service Manager
  **********************

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/25/22 Ordered a laptop online. Contacted them,asking them to cancel. They didn't respond for day,shipped it despite my request & advised I return to ************* would cancel order and refund. **** attempted delivery with signature,I wasn't home,used the tag and QR to refuse shipment and return to sender 12/8/22. Confirmation from **** to ************* of refusal &return to sender. ****** refused to refund me. Has held my money for weeks during Christmas season & says they will not refund until they get the computer back even though I never even saw it, much less touched it. It never left the seller and shipper & yet they are refusing to refund me. When I ask justification for holding my funds when I never even saw the package their condescending response is "We will refund you once we have the shipment back." I am not paying credit card interest and have no computer nearly a month from my order. Completely unhelpful, condescending and arrogant not explaining how this is justified or in what scenario they'd be entitled to keep one cent of my money. This is a lot of money for my family during holiday season to have held hostage without anything to show for it. Seriously ruining our Christmas & has yet to express remorse or understanding for this situation which I have zero control over. Have all documents for every aspect and all correspondence.

  Business response

  12/28/2022

  We have advised the customer that the cancellation request they submitted was not sent until after the product had already shipped and delivery had been attempted. We have apologized for the delay in their refund, but have outlined that we are unable to process a refund for this order until the product has been returned to our facility. The customers displeasure with this policy has been addressed, with our apologies, and we have advised that the customer understand that we as a company did as contracted, build, test, and ship the customers unit. Unfortunately, given the timing of the cancellation request, we are unable to process their refund until the product has been returned and verified.
  Standing by to help with any other concerns the customer has with this transaction.
  ***********************************
  Customer Service Manager
  **********************
  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DO NOT BUY Computer Upgrade King From WEEK TWO I have COMPLAINED about this laptop you built has been full of BUGS ERRORS and CRASHING since I RECEIVING your custom-built ****** Legion 5 Pro Gaming Laptop. Your last reply 5 days ago said "I have received your unit here in our facility. I will enter it into our repair queue and update you once diagnostics have begun" and I've been patiently waiting But I desperately need my laptop for business!!My sole reason for buying this BRAND NEW, expensive $2,000+ laptop WAS AVOIDING THIS exact problem computer King has given me:Service Issues Laptop down time Waste!! USE ANY OTHER SELLER YOU-ALL!!! So it's been 3 months now... (I WAITED 4 A LONGTIME, B4 BAD Review... GIVING Computer Upgrade King A CHANCE) when is this issue going to be resolved satisfactorily? CRAZY!ALL THE ****** (*************** Pro Gaming Laptop, ****" QHD IPS 165Hz, Ryzen 7 5800H, GeForce RTX **** 8GB(140W),RGB Backlight KB,Win 10, Accessories (64GB RAM **** | 2TB PCIe SSD)1555 ***************************************************************************************************** Tel:*************** Fax:*************** ******* ******************

  Business response

  09/29/2022

  We have received your unit and it is in the repair queue to get the repairs it needs. We apologize for the need for repairs, and are working diligently to get it completed and back in your hands.
  We'll update you once we have more diagnostic data to report.
  Thank you for your time,
  Computer Upgrade King **************** Team

  Customer response

  10/03/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  After Computer Upgrade King's repairs & receiving Sep 27 2022 the laptop the laptop is STILL BROKEN!!!!!!!!!!!!! 
  The mouse and touch pad are still stalling/FREEZING & crashing. This order was SUPPOSE to be a brand new $2,200 laptop, TO Avoid THESE VERY ISSUES, now i doubt that it was new, and this is a scam! I have complained about these STALLING ISSUES STARTING WEEK 2 or 3 after receiving SCAM-new laptop (see initial JUNE 2022 complaint below). You have not fixed your defective laptop, what is the final remedy now??
  
  
  Jun 21, 2022 5:28 AM:
  The mouse on this laptop freezes and hesitates often. When I'm sliding most times it runs smooth but then it just disappears or hesitates for 1 to 3 seconds. That's unacceptable. How can this be addressed? Is there a fix or do I have to return the computer? Please advise ASAP. Thank you 
  Regards,
  
  
  
  
  

  Business response

  10/05/2022

  Thank you for reaching out to us on behalf of our customer ***************************,
  We have been working with the customer since Friday, June 24th, when the customer first reached out to us with the track pad issue. Our customer Service Representative responded with some troubleshooting steps for the customer to try, as the data provided indicated it could be a software issue. The customer responded two weeks later (Wednesday, September 7th, 2022) stating that the issue was still present. We responded on outlining that we would be happy to get the unit in for diagnostics and repairs, and the customer agreed, completed our RMA form and submitted the unit in for repairs under warranty. We replaced two components and the unit completed our stress testing and validation without issue. 
  Given that the unit tested without issue in our facility, we have asked the customer to help us diagnose any updates or issues with the unit since it's return, but customer doesn't appear to be interested in further diagnostics or repairs. We've offered to have the unit come in again for another repair, but customer has declined. 
  Regardless, we have and will continue to support this customer's issues. Unfortunately, the customer is outside of the return window for this unit and as such all we can provide for the customer is another repair to either get the issues rectified in house, or RMA the unit with the manufacturer if the issues are with components not covered by our warranty. We stand behind our products and our customers and are here and ready to get the unit repaired once the customer is ready to move forward.
  Thank you for your time in this matter,
  ***********************************
  Customer Service Manager
  ********************** 

*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. ↩