BBB Accredited Business since
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This company offers laptop sales and service.
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A BBB Accredited Business since
BBB has determined that Mr. Notebook, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Mr. Notebook, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 5 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||5|
Type of Entity
Business ManagementMr. Dale Coleman, CEO
Computers - Dealers Computers - Service & Repair
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: I have been in Information Technology for 25 years -- most of it with ***; now with ****, Inc. corporate. On 1/19/2013, I purchased a ****** ****** Serial number ******** from Mr. Notebook Cedar Park store, which has since closed. I paid $775 for the machine. This was a backup machine and was hardly used as I have several corporate computers as primary machines. In December of 2013 the ****** would not boot, and the ****** Web site said that the behavior of the computer indicated a bad system board, and it was a common problem. I brought it back to Mr. Notebook's **** *** ******, Austin store. Mr. Notebook has a warranty that they will not charge for labor if you bought the computer for you. I travel for work, so over the course of the next few weeks found out that it was indeed the system board, and ****** wanted $1000 for a new one. I was told by Mr. Notebook that the ****** warranty expired about six weeks before discovery that the system board was out. I spoke to **** and John at the store, who both agreed that the cost of the system board was way out of line. When I asked for some consideration towards getting a used computer from Mr. Notebook, I was told that they considered my computer -- which I bought from them and failed less than a year after purchase with hardly any usage -- as total scrap with no value because they can't repair and resell it at a profit. I am out $775 with no hope of recovery of a computer that I cannot use. They also said that they only sold about three of these machines, and they weren't too reliable (****). So, why did they sell one to me? I have been relieved of $775. When I said, just give me a 10-year old machine that you can't sell to anyone else, help me transfer the data (I have the hard drive in my possession -- they have the rest of the machine) and at least let me have something form this transaction -- I was told, "We don't give away computers." "But you can purchase another one from us. "When I asked for the owner's contact information **** *******, I was told to call the store, which I have done many times never to catch him. So I said, "I have tried several times on this number can you give me a number where I can really talk to him? This obviously isn't the number." And I was refused.
Desired Settlement: I want a replacement, a running computer. Or, I want a pro-rated refund for the working value of the computer. I went to Mr. Notebook because of their warranty. They sold me a computer that cannot be fixed under their warranty without exceeding its value by about 3 x s!! They won't even give me a scrap value or a running junker as consideration. They just told me to take a flying leap because they can't fix it for a profit, either. This does not uphold the standards of the Better Business Bureau, does it? Thank you very much for your intervention and consideration* ******** ** ******* ***** ***
We apologize that you are dissatisfied with the service you received. We did see that you purchased a machine from us over a year ago. Our warranty does clearly state 90 days parts and limited liftetime labor. At this point, we are clearly beyond the parts warranty, but are doing everything we can to source a part. While we agree that cost of the part to repair your computer is an unusually high cost, we have done our best efforts to obtain pricing from a variety of sources. Additionally, we have made an offer to you to install the part if you are able to obtain it. We have also spoken directly with ****** on your behalf (Reference your Serial # at *************** *o try and obtain a more reasonably priced part. We were declined.
The customer purchased a laptop computer in January 2013. It came in for service under our free diagnostics labor warranty a year later in January 2014. The customer was not charged for any diagnostics or labor. The original warranty of the computer was 90 day parts. This is stated on the receipt and a sign in all our stores. The unit requires a part that is expensive. No one has forced any repairs of any kind upon the customer.
We have not charged the customer anything for any diagnostics. We offered her to transfer data off her laptop for free to another drive or machine she provided. We offered to install the necessary part for free if she could source the part on her own. We offered to buy back the unit for salvage. We offered her a discount on a replacement machine as well. She declined all of those offers (included in her response to you). After her rejection of those offers, we received a phone call from her a week ago stating she had been out of town and would be by to come pick up the laptop. She is welcome to do so, again at no charge. I'm not sure what's unresolved at this point.
While we sympathize with her, the fact remains we extended many offers to the customer outside of the stated warranty period. We are not, however, simply going to give her a replacement laptop for a unit that failed nine months outside of the warranty period. I don't know of a manufacturer that would either. She has rejected all of our offers, and has every right to do so and has informed us she will be by to pick up the laptop anytime now. Please advise.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
|9/17/2012||Problems with Product/Service|
|5/15/2012||Problems with Product/Service|
|3/8/2012||Problems with Product/Service|
|1/23/2012||Problems with Product/Service|