ComplaintsforEVOO Products Company, LLC

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Gateway Computer From Wal-Mart December 2022.ACER/GPU: manufacturer of the GATEWAY Computer, has defrauded public selling a Win 11 computer with drivers incompatible with Windows 11. They were unprepared for problems they created for customers. Their support telephone staff were rude, incompetent, uncaring.Note: **** seems to still be the owner of the Gateway brandbut EVOO is doing the ********************* Bmorn Technology is doing the manufacturing, a Chinese national brand.My gateway computer Model GWTC51427 started malfunctioning within months of purchase. Computer: Win 11, OS Build ********** & Experience: Feature Pack 1000.22639.1000.0. MousePad stopped working. MousePad device disappeared from device manager directly following Window 11 update March 2023. I tried in Device Manager: No mice/mouse ******** ****** in Human Interface Devices.Called Gateway phone Support: Only suggestion they immediately jumped to, without any trouble shooting what-so-ever, was to RESET ENTIRE COMPUTER, wipe all **************** which is unacceptable & probably unnecessary. They put me on hold for long time, then hung up on. They had my number to call if we got disconnected: didnt happen. Then went to their web site. Under All Drivers for many of the ************ (including mine) they had only TBD, but at least I could look up my computer.Later, realized, could not use printer, even after reinstalling drivers. Several programs no longer ran properly, even after being reinstalled. I went back today - many months later: Now the computer search for my serial number or for my computer model only says LOADING -unending. (CON-ARTIST trying to not take responsibility!!) Tried to reach their On-line support chat, does not work. Again closed communication ******************** ~****** for computer. Spent at least 10 hours trying to fix their mistakes, ********************artistry. At minimum I need my ****** back & want ****** for my wasted time.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My son ordered a gaming laptop in 2019. It was immediately causing problems so he contacted them & started the process of return for repair. The computer was mailed back & many attempts of communication happened and no answer on the supplied phone number or email. Eventually, he reached someone and they said computer could not be repaired. So once again he attempted to reach someone, the support box did not even connect to a live agent. Last year, I finally got through to support and an Evoo Support confirmed that my case was reopened and it was in the system and he approved a return of funds. A few months ago, still no refund sent, I got in contact with an incredibly rude woman who opened my info in the system and I asked her where my refund was because it was approved and she said " No, I can only offer you a new computer." I asked her a few questions and found out that the computer would be a refurbished one, no warranty and not even as much as the one that we purchased a few years prior. Keep in mind that the computer was returned a few prior years, my son had to purchase another computer for college and support was impossible to reach. My claim was approved for refund in '22 and still nothing. They took $1165. and we have nothing to show for it. I understand that this has been a few year process but reaching anyone at this company is terrible. I don't understand how companies like this can stay in business.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a EVOO Elite Series **** Ultra Thin Laptop back in 2021. I only used the laptop maybe 10 times. So I go to plug it up to use and it came on then suddenly just went off. I pushed the power button thinking it would come back on and it did not. To this day, the laptop will not come on. I noticed that several other people have had the same problem with no resolution from EVOO. This should be against the law for a company to sell product that should not be sold due to the problems it has. Anyway, I have contacted EVOO several times and was told that there is nothing they can do because my warranty is up but I tried to reach out to them before my warranty was up but did not get anywhere. I tried calling but was put on hold by the automated service and then after staying on the phone for 20 minutes, the automated service hung up on me not once but twice. This company is just taking peoples money knowing that these laptops are defective. Something need to be done about this. I even asked by virtual chat if it could be the battery. I was told that no information could be given to me and to take it to a computer expert to look at it at my own expense. I then asked where is the battery located and the person I was chatting with did not know what to tell me but I quote "It is on the back of the laptop" but there is no battery on the back of the laptop. This is crazy!!!

• Initial Complaint

  01/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I been trying to contact the company for months regarding replacement charger for my laptop and no one comes on the line and no one comes to the chat

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an evoo gaming laptop from ******* online for my son. It was purchased in July of 2021. So not even a year and a half ago. Been back and forth w a repair guy because he's been having issues w the screen glitching out n the laptop going black. Today I turn the laptop on gets real hot and powers off and won't turn back on. Reached out to customer support for some help and she has me holding the power button down for 30 second intervals. She said there's nothing on the screen right? I say no. She says ok we won't be able to help u any further as it's no longer under warranty!!! I got a little heated. Then says they can start a repair process that I'm going to be charged for. I ask to speak w a supervisor. She refuses since it's not covered under warranty. I asked repeatedly and told her I was having a hard time understanding her. She flat out refused to transfer me. All I wanted was to try and get this repaired for my son who saved up his own money to specifically buy a gaming laptop. At this point w the refusal to even help w a faulty product looking at the complaints they are just taking peoples money.

  Business response

  01/20/2023

  We reached out to the customer on 1/20/2023 Via email requesting additional information to give them further assistants.

  Customer response

  01/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  No email was sent to me. I checked my inbox and spam folder.

  Business response

  01/23/2023

  We reached out to the customer on 1/23/2023 Via email (**********************)requesting additional information to give them further assistants.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 31st of this year, I contacted EVOO customer support in a little chat applet. I was looking for a DC power **** for a NextBook laptop. After a ****** search, I found ****'s customer support page. The original customer support agent that I had a chat with, ***************************, told me I had to buy the power **** with a power charger cord. Fine. I emailed them a CC authorization form. Nearly a month went by before I finally got the ONLY the charging cord....NOT the power port I had originally ordered. I've since gone back to the chat support and have gotten NO help. today I tried another chat support with a third different person. I was informed that they DO NOT sell the power port. Why couldn't they tell me that in the beginning? Now I'm out $35 and cannot find the right part I need. They will not even refund the money I paid them for a part I told them I didn't need or want. This company took my money and will not give it back.

  Business response

  12/15/2022

  We reached out to the customer on 12-15-2022 via email letting them know a refund is being processed.

  Customer response

  12/15/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for agreeing to process my refund. Please have a fantastic holiday season.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a laptop from EVOO on July 8th, 2021 via Walmart for ******** The laptop begun to have issues with the usb ports about 10 months later. All the usb ports stopped working, not recognizing any devices plugged into any of the usb ports. I tried reinstalling windows and taking corrective action to fix the issues, but was unable to resolve it with software fixes. Shortly after my screen also stopped functioning, *** of the time the computer was started the screen would not turn on, as well as any time the laptop went into hibernation the screen would not turn on. I reached out to EVOO support in August of 2022 hoping they had a known fix to it. After working with support for several days they determined that there was a hardware issue with the laptop and created a return authorization request for me # RMA- XXXXXX. In September 2022 **** ****** and ******* ***** first reached out to me about this request, asking for some documents and information, which I provided her the next day. She then stopped responding to me, I have sent 15 emails since September without a single response other than the automated messages that they are receiving my emails. I called customer support again in November 2022, and after a 30 minute call the representative asked me to hold, and then hung up on me. Despite leaving a return phone number I did not get a call back. At this point I just want a working laptop. I don't care if I get a refund and buy a new one, a repair, or a replacement. I don't appreciate customer support

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/12/01) */ We reached out to the customer on 12/1/2022 Via Email processing them through warranty and providing a FedEx prepaid label to send back the device. Consumer Response /* (2000, 7, 2022/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) They will repair or replace device.

• Initial Complaint

  11/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order date: Tue, Mar 8, 2022 Order Number: ************** (through Walmart) Walmart Store #**** Order Name: ******* ***** (partner) Item: **** *** **** Thin Gaming Laptop, ****** FHD Display, Intel Core iX-XXXXXH, ****** GeForce *** **** ***** *** DDR4, ***** **** SSD, Black, Windows 10 - GFXXXXX Price: ******* With Fees: ******* We ordered this laptop from Evoo through Walmart. We were promised a new (not pre-owned or referbed) computer. It broke within the first six months. We attempted to contact Evoo for support we were told once to "not leave it plugged in." This was attempted, and did not resolve the issue. Several more attempts at contact were made, both through Walmart and directly to Evoo, all of which failed. We were forced to take the product to a local shop for repairs, which they were unable to provide in full due to the company's lack of response for shipping parts. I would like a full refund to put towards a fully working computer from a different company.

  Business response

  12/15/2022

  Business Response /* (1000, 5, 2022/11/28) */ We reached out to the customer on 11/28/2022 Via Email requesting information to further assist them. Consumer Response /* (3000, 7, 2022/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I and my partner have both checked our emails. No email was received pertaining to the computer. Please have them email ******************* to set up my refund. Business Response /* (4000, 9, 2022/11/29) */ We reached out to the customer on 11/29/2022 Via email requesting information and got a reply from the customer. Sent the customer the RMA information to be processed through warranty.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two Evoo ****** laptops within about a month of each other. The store warranty ended up only being purchased on one of them, covering two years. Shortly after the one-year warranty one of them began having issues with the screen. It had to be sent in twice to be repaired. Within days of receiving the one back from getting repairs, the other one started having issues with the screen as well. I am extremely frustrated by this considering we had this same issue with the same exact computer, in the same time frame, right after the one-year warranty expired. I tried chatting with Evoo agents and did not get a response. I see that many people have had this same issue.

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/08/30) */ We reached out to the customer on 8/30/2022 Via Email letting them know we need some information to process the RMA.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I would like to bring to your attention that I am a victim of a faulty **** **** *** Laptop, I bought the laptop September'2021 but it won't turn on. I to contact EVOO tech support (X-XXX-XXX-XXXX). On August 17, 2022. I got a chance to talk to one of the tech ******* ***** explained to him my issue. Mr. ***** was kind enough to file case# RMA-XXXXXX and email me a copy of case# requesting my Laptop details. I answered his email with all the requested details. August 24, 2022. I called Tech Support and was surprised to learn from Mr. ***** that he refuses to repair/replace or refund my money for their faulty Laptop, even though it is still under the company's one-year warranty. I strongly condemn the company's unethical business practices EVOO has failed to gain customer satisfaction and trust.

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/25) */ We reached out to the customer on 8/25/2022 Via Email processing them through warranty. Consumer Response /* (2000, 7, 2022/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I expect a response as possible with an apparent response to resolve the dispute outside the small claims court ************

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