ComplaintsforCTS Computers

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 3rd, 2023, I received my computer back from CTS Computer. A few days prior, I had been using it and all *** ports stopped working with my mouse. I took it in and requested a repair: I wanted every *** port to work with every device I plugged into it. They agreed to execute that repair.When I got it back on May 3rd, I immediately plugged my mouse back into the *** port I had always used for it and the exact same issue persisted. I called CTS and they said to try the mouse on a different specific *** port and it worked. They then explained that they didn't fix all the *** ports because some of them had been installed by someone else and they didn't want to mess with someone else's handiwork. First of all, they agreed to fix every *** port, and I was never notified of any change to that plan, whether when the decision was made or at billing. Second of all, they built and are the only people to ever service my computer! They checked their records, saw that I was right, apologized for the mistake, and told me to bring it back in.I pushed back, asking them to acknowledge that this wasn't just a failure to fix every *** port, but a complete breakdown in communication: They agreed to execute a repair, they chose not to completely do so, and they failed to ever notify me. I also asked multiple times if it's store policy not to touch others' handiwork. They never clarified. Further still, I explained that my computer is my livelihood, and every day without it is a day I cannot put food on the table. In a further prolonged e-mail dialogue, CTS was wholly unsympathetic and failed to ever even accept that the repair was incomplete when I asked for a refund in recognition of that! All they offered was for me to bring it back for another stay with them, but every time I take it to CTS it costs ME time and energy. I already invested that. This is a business that not only thoroughly screwed the pooch but they CHOSE to, and now they want the customer to pay for it.

  Customer response

  06/24/2023

  I have not heard from the business in response to my complaint. The status quo remains: My computer was taken to CTS Computer and a repair was requested. CTS Computer agreed to execute the requested repair unconditionally. CTS Computer instead executed the repair with conditions that were never disclosed to me (in other words, CTS Computer did whatever they wanted). CTS Computer billed me, still without ever disclosing that the executed repair was not the same as had been agreed upon -- This meant I had no reason to believe I was being billed for anything other than the repair we had agreed upon. Upon reinstallation of my computer, I continued to have the same problem, called them back, and they said that was done on purpose. An e-mail dialogue, attached in full to my original complaint, ensued, in which they refused to even accept that the repair was incomplete while I tried multiple times to resolve the situation amicably. CTS Computer intentionally didn't do what they had agreed to do, they did whatever they wanted. It's now been over a month and a half and the problem persists. They failed to even provide a refund.

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