ComplaintsforWestworld Computers Ltd

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Feb 2023 I took my Mac computer in to Westworld computers because it was not staying powered on. The computer was old, they told me it was not worth being repaired so I paid over $300.00 for the data to be extracted and put on an external hard drive and the computer was recycled. At the time I told them I needed the external hard drive to be compatible with a PC as I did not have another Mac computer, only a PC laptop. I took it home and found that it was not compatible with my PC and because I left the country for an extended period, I could not return to Westworld to get it changed until now. I am a repeat customer of Westworld and I was shocked to learn they would not do the work to make it PC compatible unless I paid another $105 because I had not returned within 90 days. My complaint was that they did not do what was requested in the first place so the hard drive was useless to me. I do not feel I should have to pay another $105 to have them do what I paid for originally. In my opinion this is very bad customer service and I will not trust Westworld for my computer needs again.

  Business response

  18/08/2023

  Dear ***,
  
  
  Thank you for bringing this to our attention.  We are sorry to hear that Ms. ****** is having difficulties accessing the information from her data recovery performed February 4 2023.
  
  
  We have contacted Ms. ****** and offered to perform her migration again free of charge, our understanding is that she has since had this service completed elsewhere.
  
  
  In light of this, we have placed a good will credit of $150 plus tax (the full value of the service she paid for) on her account for another purchase.
  
  
  Thanks,
  
  ***** *****
  He~His~Him
  ******* ******* 
  
  WestWorld Computers Ltd. * ***** **********
  10333 170st NW 
  Edmonton, AB
  T5P 4V4
  
  ******* ************ *******************
  

• Initial Complaint

  31/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 25th, 2020, I purchased a MacBook Air 13 computer from WestWorld. I had difficulty registering on the machine and had to use Apple Support to sign on. (***** has a record of this phone call and it was marked as "resolved" by their phone technician.) It was during the height of the Covid epidemic and my work hours and location had changed from working at a city recreation centre to an over-flow centre for the homeless until 3:00 am. This gave me time (1:00 to 2:00 am) to work on other things. But it was so uncomfortable with the lighting, (lights out basically) that I abandoned using the MacBook. After only using it for less than 30 hours, the machine was put away until this last week when I'd plugged it in to recharge the battery. The fan kept running and the computer took forever to do anything. I took it in to ****** ***** (authorized ***** technicians) who ran a diagnostic (taking hours instead of the usual 15 minutes) and just yesterday, revealed the results: the main logic board had failed and would have to be replaced/repaired at a cost of $664.40. I had paid $1785.21 for the computer in 2020. Both ***** **** and WestWorld said that because I had not purchased the extended warranty provided by ***** ****, that there was nothing they could do. After calling WestWorld, March 30th, they said that the best they could do was waive the diagnostic fee of $125 (****** ***** had charged only $52) and if it needed repairs, they could offer me $300 to $400 credit towards the purchase of a new computer. I declined as any sane person would. WestWorld also offered to fix the defective computer that they sold me for $709.80, which is $45.40 more than ****** ****'s rate and $29.80 more than *****'s. WestWorld's manager, ***** likened it to purchasing a car. If it sits in your garage for a year and doesn't start, it's out of warranty. I then pointed out that car warranties are 100,000 km or 5 years. Why isn't it the same for computers?

  Business response

  25/04/2022

  Thanks for bringing this to our attention, we are sorry that Mr. ******** is having difficulty with his computer.

   

  WestWorld Computers is an authorized sales and service provider for ***** ***, the manufacturer of his product.  

   

  Our records confirm that Mr. ******** purchased a Macbook Air serial number ************ from us on April 25, 2020.  Mr. ********’s computer was provided with the standard manufacturers 1 year warranty, covering parts and labour.  Mr. ******** declined the extended warranty option at time of purchase. 

   

  On March 30, 2022 Mr. ******** contacted our service department by phone indicating he was having difficulties with his computer.  The computer has never been brought to our service department for an official estimate or troubleshooting.  

   

  Mr. ******** was advised during the call that the warranty on his computer expired on April 25, 2021, therefore the cost of any repairs not covered by the manufacturer warranty or quality programs would be his responsibility.  

   

  Again, we are sorry that Mr. ******** is having difficulties with his computer, and understand his frustration.  We remain available to assist with his service requirements.  

   

  Please feel free to contact me should you have any questions.  

   

  Thank you,

   

   

  ***** ***** ********** ******* ******* 
  
  WestWorld Computers Ltd. - ***** Specialist
  
  

*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. ↩