Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/20/2022

  Type:Product 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.

  I was promised a "14 Day 100% Money Back Guarantee" when I bought what I ASSUMED was an unaltered ********************* Tower from Other World Computing.I found out I had been "Bait-and-Switched" with a tower that WAS NOT a ******************* and it cost me $138.52 out of my own pocket to ship it back to OWC within 11 days!! Instead of my "100% Money Back" they KEPT almost 25% of it!!! I Was tricking into buying a tower that I would NEVER have Purchased IF I had known its TRUE Condition just so they could KEEP the Money I paid for an ***************** Plan" on the system AND another $150 in "Restocking Fees"They only refunded $908.02 of my ******** - Liars!!!https://web.archive.org/web/20221022035621/https://eshop.macsales.com/configure-my-mac/UAFEEH7CXXE4XXD This link is to a Wayback Archive of what the Page I purchased this rip-off tower from LOOKED Like at the time I bought the System from OWC ... NOTE the "14 Day 100% Money Back Guarantee" right there on the page ... no note about hidden fees ... no fine print. I Asked for my full refund 11 days after purchase ... and they KEPT almost 25% of it for the Pleasure of having "Baited-and-*******" me into shipping a Computer Back!!!! Not only do I request My FULL 100% Refund Back: they owe me another $292.32 by my accounting - but I want my $140 I had to pay to RETURN it refunded!!!!I attach screen shots of "Money Back Guarantee" / What I paid and How Much of that they refunded to me / and the HIDDEN 15% "Restocking Fee" that is the WHOLE Reason behind the "Bait-and-Switch" Scam in the First Place!!!Bait them with Specs you falsely represent as something that knowledgeable technicians still want / ship them something you KNOW they won't be able to Use / Collect $300 reward for cheating them in the first place!!!! I WANT my FULL Remaining $292.32 from my purchase BACK - as Promised!!!The ***************** has a Boot ROM of MP51.0089.B00 - NOT What they SOLD ME!!!! I got Boot ROM 144.0.0.0.0 instead!!!

  

  Business Response

  Date: 11/22/2022

  Thank you for your review and we are sorry for the troubles that you have seen. 

  Please know that we have already done the following:

  -Refund of your restocking fee

  -Refund of your Eclipse plan

   

  We are also reaching out to you further to receive a copy of your shipping invoice where we will be happy to reimburse you for it. 

   

  OWC never wants to provide incorrect information and we are sorry for the ** being incorrect to what was listed online. We will always stand behind the products, warranty and infoatmion that we proivde and your case will be no diffenret. 

   

  Thank you and we look forward to working on a resolution here. 

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18443390
  
  I am rejecting this response because:

  I was contacted on November 22nd by the Business ... by November 23rd I was promised a Refund of $167.37 .... AS of NOVEMBER 30th I AM STILL Waiting for my promised refund!!!
  

  They also informed me they would update the sales page to display "These Towers CANNOT Boot up Linux." to prevent further accusations of "Bait-and-Switch" ... I'll BELIEVE That when I see it - Because that would actually RUIN their Serial Scamming people with their so-called ******************************************** no Promised refund ... and no truth in advertising: THEY ARE STILL SCAMMERS until they put a Linux disclaimer on that page!!!!!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/02/2022

  We are very sorry that you have not received a refund at this time and assure you that we are working tirelessly to get the refund to you. An OWC representative will be reaching out to you today to make sure a refund is processed.

   

   

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair 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.

  Purchased what we call a Trash Can Mac pro brand new from OWC. Supposed to be completely brand new and sealed. Unfortunately it wasn't. It had been opened before and they just put some tape over to make it look brand new. When I got into the box I noticed it was missing all its wrapping etc. No biggie I figured whatever I'll hook it up. Decided to use it after 3 weeks and after a half hour being on it just tears on the screen. So must be GPU issue or something. So clearly not a brand new unit. Anyways I want to return it and they only offer to take it back if they can charge me a 25% RESTOCKING FEE as they claim it was brand new or sealed when they sent it to me which it wasn't! Anyways the product is faulty but they don't care, they will only take it back or look at it if they can charge a 25% fee and I pay for shipping! **************** is garbage and all they did was email me a link to their policy. I highly suggest to avoid them at all costs. If you do intent to still use them make sure its on an AMEX credit card or any other one that can speedily recover your funds! These people shouldn't be in business!

  

  Business Response

  Date: 11/17/2022

  Thank you so much for your complaint! We are sorry for the troubles that you are seeing with tears on the screen and we will be reaching out to you further to troubleshoot with you. 

   

  As for the machine that was sent to you, this was a factory sealed machine. How it was sent to you is exactly how it was sent from OWC from the manufacturer. While a full refund can not be offered to you, we are happy to make sure the machine is in fully working condition as ********** as. 

   

  We look forward to working with you and getting you a machine that is working as expected. 

   

• Initial Complaint

  Date:09/26/2022

  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.

  I purchased a used MacBook Pro. Described by OWC as Very good condition. These units may show some use, but not abuse. They may have dings, scratches, scuffs or screen marks from the keyboard which is normal wear and largely unnoticeable when in use.The one I received had a bit of all of that - which I could live with. It also had a damaged display screen. A spot about as big as a fingernail which corresponded with a spot where the lower case had been pushed from the inside into the screen. After multiple phone calls, photos and emails, OWC claims this still meets their very good description criteria. I do not agree. I asked to exchange it for a replacement which they had in stock. Refused. I tried to get a refund and have received no response. *** spent 6 days reaching out with multiple phone calls and emails. Phone reps have a standard answer, Ill need to speak with our team leader. Then they never call or email back.

  

  Business Response

  Date: 09/28/2022

  Thank you for reaching out and we are very sorry to hear that the condition of the machine does not match your expectations. We have at this time reached out to you and waiting for a response on how you would like to proceed. 

  With the purchase of your machine being in "Good Condition" you can expect the following as stated on the machines website page: "These units show some use, but not abuse. They may have dings, scratches, scuffs, or screen marks from the keyboard which is normal wear and largely unnoticeable when in use. The power adapter and/or data cables may have reinforced cable patching. Images shown are examples from actual units, but exact unit condition will vary."

  Based on the pictures that have been sent over, the condition of the machine received falls in line with the outlined condition. 

  At this time we have offered you a refund on your machine and will wait to hear back from you. 

  Thank you again for reaching out and look forward to working on a resolution with you.

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair 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.

  We purchased a bunch of Macs costing over $24,000 for our law firm. Apparently, some of the Macs were upgraded with non-original SSD's and now apple doesn't see the drives as original and not allowing us to upgrade to the latest Monterey operating system. We already paid the Apple store to fix two of these Macs and they are no longer allowing us to even pay them to fix these because of the risks and amount of work that it takes to do this. (last time they did it the screen broke and it costed them $800 extra that they didn't charge us)OWC is blaming apple that the way they are upgrading is not correct or whatever term they use to blame APPLE for this, and they basically throwing us to the curb with this issue. They gave us the option to rent the drive, but then we need to take it to a Mac authorized dealer paying $500+ to have this swapped temporarily, upgrade the *** and then take the drive out and send back the drive to OWC or they will charge us a million dollars for the drive.If we knew these parts they are using in the Macs are not original, and we can potentially have issue upgrading in the future, we would have never purchased it from them, however, we got a lot of Macs from them that did work fine, so far 3 of them had this issue, we paid for two to have fixed and the third one is just too much specially since apple store directly told us they won't do this anymore, since it's really OWC's fault in the first place. They said OWC should have kept both drives installed in the Mac, not to have the original drive removed after upgrading it for resell.Attached you will see our last repair receipt from apple that we paid to have one fixed and they will not even do this anymore as they said it was done as a courtesy.Desired Resolution: We want OWC to take fault and fix this issue at their cost and make sure it won't happen again with the next OS upgrade either.

  

  Business Response

  Date: 09/01/2022

  We are very sorry for the troubles that you have seen and want to assist you in every way we possibly can. The issue that is currently being seen is caused by an EFI update that happens when certain Apple OS's are updated. This EFI update can only happen with an Apple drive is installed into the machine and why this is currently an issue being seen. This is a bug that Apple is fully aware of and has not released a fix for it at this time. We as well as other are not able to predict or know what Apple OS changes are coming out before they are released. Meaning there is nothing OWC can do to make sure that Apple will not release another OS that requires an EFI update with an Apple drive being installed.

   

  While this is entirely an Apple known bug, OWC is here to help you as best as we can. As mentioned before, we are happy to rent a drive out to you and refund you one the Apple drive is sent back to OWC. Even if the drive is not sent back to OWC, the charge for the Apple drive ranges from $45 to $90. Further from that, if you are interested in sending the machine back to OWC, we will be happy to provide you a quote for the upgrade. We are reaching out to you further for more information. 

  Customer Answer

  Date: 09/02/2022

  Im sorry, but this is not an acceptable answer, we bought a Mac from you not knowing you have charged the drive from an authorized apple part to a non-authored part and we should not be penalized for this. Id like to sent the mac to you to have it upgraded to the latest OS and sent back, however I do not want to be charged for this service at all. Please let me know if I this is something you can do to satisfy the case.

   

   
  Complaint: 17776641
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/07/2022

  Thank you for your response and we are very sorry for the continued troubles that you have seen. As we mentioned, the issue that is currently being seen is caused by an EFI update that happens when certain Apple OS's are updated. This EFI update can only happen with an Apple drive is installed into the machine and why this is currently an issue being seen. This is a bug that Apple is fully aware of and has not released a fix for it at this time. We as well as other are not able to predict or know what Apple OS changes are coming out before they are released. Meaning there is nothing OWC can do to make sure that Apple will not release another OS that requires an EFI update with an Apple drive being installed.
  

  While we are not able to fix what Apple has not been willing to fix, we can provided and have provided a workaround. We are happy to send you an Apple drive and refund you in full once it is sent back to OWC, or provide you with a discounted service to send the machine back into OWC where we can preform the workaround for you. This is not a problem with the machine or drives that were sold by OWC, but an Apple bug that still is needing to be resolved.