Complaints

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• Initial Complaint

  Date:09/09/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9-25-2021 & 3-26-22. Computer came with a six-month warranty. I brought it back again about a week before the warranty expired.
  
  Stay away from this place. They sold me a used computer that had a cursor/tracking pad issue that started not long after I made the purchase. Took the computer back to have the issue repaired, but they claimed they couldn't find anything. Doubtful that the tracking pad was even checked out. Spent 45 dollars for them to tell me they couldn't find the issue. Plus they had my computer for at least a week. After that, the cursor issue got worse and worse to the point that the cursor no longer worked at all. Took the computer back over, and they then tell me that I'm financially responsible for any repairs. Waited nine more days and received a call from them regarding the computer, informing me that not only is there a tracking pad issue, but there's now an issue with my battery not staying in its slot like it should. Got mixed messages about whether or not thry could fix it, and when I confronted them with the fact that they sold me a "lemon", I was informed that they weren't going to fix the computer and for me to come and pick it up. Very unprofessional approach. and a blase "we don't care if fix it at all" attitude. Now I'm left with a non-working computer and am out almost $500. Don't buy a used computer from this business.

  Business Response

  Date: 09/10/2022

  We're shocked this complaint came through as the aforementioned client, ****, called us yesterday to apologize for the way he conducted himself both over the phone and in our shop recently. We have spent every conversation with him, since he came back in 8/30/22 at 10:58AM, listening to him yell at us, berate our employee and speak over us. (We have all of these conversations on record, because after the initial phone call about 2 weeks ago, where he spent the entire conversation yelling and cursing, we wanted to have this on file)

  This gentleman purchased a laptop from us, which does indeed, come with a 6-month warranty. He did bring it back about a week before the warranty expired describing issues he's having with the trackpad and "tabs closing on their own" and just wanted a "tune up" before "his warranty expired". While he explained this at the counter, he repeatedly pushed and banged angrily on the trackpad - so we're assuming this is what caused the issues in the first place, nonetheless, we felt it was right to take a second look. We did a thoroughdiagnostics and could not recreate the issue. 

  Two weeks ago, he called and spoke with one of the owners, whom he spoke over cursed and yelled at, all while asking the client to bring his laptop back. He said things like "I'll never by another HP laptop", "I don't want to pay for any repairs", "I don't want to wait to have this repaired, I need it repaired quickly!", "I've had issues with this laptop for months". (It's important to note, he waited "months" by his own admission, to bring this back to us or to call us about this. This was the first time he alerted us that he was having issues with the device.) The first owner put him on hold and handed this over to the other owner that is more tech savvy and **** continued to speak over this owner as well. We had clients in the front of the shop hearing **** yelling over the phone from the back, curious as to what was going on. He wouldn't stop speaking and wouldn't give any of us an opportunity to resolve the issue or come up with a solution. 

  We're now at about a year since this client purchased this laptop from us. There is no longer a warranty, and the issues he was experiencing are from normal wear and tear.  **** brought the laptop back and we even offered to not charge him up front for the new part that we were ordering for his laptop. We told him that if it fixed it, we would charge him ONLY for the part, no labor. If it did NOT fix the issue, there would be ZERO charge (even though this will cost US money by compensating our employee for his time to install and/or uninstall a part into his device). At the time, **** said he was fine with this and left the device here while we ordered the part. The part came in a couple of days later. Our employee installed said part. The part DID fix the issue. Our employee called and explained to client that it HAD fixed the issue but that we needed to run some complimentary updates as well, but instead, **** began yelling and cussing at our employee for it taking so long.

  The owner instructed him to transfer the call to him because we won't allow our employee to be spoken to like that. When the call was transferred, **** didn't know what had happened, because he hadn't stopped yelling long enough for him to hear he was being transferred. The owner said "****, I had him transfer the call to me because it's escalating." **** then began yelling and saying inappropriate and disparaging things to the owner to which we had finally had enough. He told **** we will take the new part we had just installed out of his laptop and send it back to our supplier and put his old part back into the laptop and he can come pick it up. **** continued to yell and cuss at the owner and the owner calmly explained our business relationship is no longer available and hung up. **** called back the next day to apologize and came in later that day to pick this laptop. 

  The issue would have been resolved, had he just stopped yelling and cussing at everyone. He is no longer allowed on our property, and we will no longer be providing him repair or sales services. 

  Customer Answer

  Date: 09/12/2022

  Have no interest in conciliation. Would mean I would have to endure dealing with the store owner, and no amount of money is worth having to go through that again. After his response from this past Saturday, pretty much blaming me for the computer issues, and not taking responsibility for selling me a computer that started having cursor/tracking pad issues within seven weeks of my original purchase, it would be a complete waste of my time, energy and focus. He has already stated that he won't be working on my computer again, nor is he interested in doing business with me. He will pull out "the warranty has expired" card, forgetting that fact that I brought the computer over to him twice during the warranty period and he couldn't fix, much less find the problem. He should have known from the beginning that I might have a tracking pad issue, possibly even a hardware issue, but obviously he wanted to do all he could to avoid having to either replace my computer or give me my money back when he had the chance then. All I want is for the review/complaint to be posted on the BBB website. Hopefully someone will see the review and think twice about doing business with him or his establishment. Saving someone from a potential future problem/issue is all that matters to me now. Thanks