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:01/01/2025

  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.

  ***** basically lost my item and New Dream selling on ****** as GreatPriceTech (Expedite Shipping) (Record S/N) is refusing to file a claim which ***** said needs to be done for me to get my money back. On Dec 28th at 2:29 pm ***** attempted to deliver the laptop to my house. I was not at home I was at work. At 3:46 pm on Dec 28th I received a text from ****** that the deliver failed because I was not home to sign for it. When I got home from work the next morning at 6 am I found the, we missed you, attempted delivery tag from ***** on my door. I called to reschedule like it says and ***** not claimed I was actually home and signed for it. This is impossible since I was working. I started a "deliver inquiry" with *****. They notified me I should "please contact your shipper and advise of the situation so they can file a claim." I contacted this company asking them to file a claim but they refused. I submitted a copy of my time card showing I was at work, my alarm system information showing no one was home to sign for the package, the ***** missed delivery door tag showing ***** admits I was not at home to sign for the laptop, multiple copies of my signature on various legal documents showing it doesn't match the forged signature from the ***** driver and they still refuse to file a claim.

  Business Response

  Date: 01/22/2025

  We have communicated with Mr ****** regarding this matter previously. 
  
  We sympathize with his situation, and have not refused to take action, however we have reached the end of actions we can take.

  ***** Tracking # 283689766290  Shows the package was DELIVERED on 12/24/2024
  
  Customer let us know they did not have it.  We reached out to ***** and received PROOF OF DELIVERY and that it was signed for by "SLONGHI" (we required signature for delivery).
  
  Unfortunately, there is no further action we can take - as ***** considers the package delivered.
  
  Customer states they did not sign for it, but our hands are tied. At this point the item is considered stolen from the delivery location and the best course of action is for Mr. ****** to file a report with his local police.
  
  
  

• Initial Complaint

  Date:02/08/2024

  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.

   
  Complaint: 21267654
  
  I am rejecting this response because: The product was damaged at the time of purchase. I contacted Amazon and requested resolution. They directed me to the Manufacturer who tried to trouble shoot with me. I was not put in contact through my initial request for assistance until I was beyond the 30 day time frame the business is suggesting, and the sale did not indicate I needed to contact them directly within this 30 day time frame. Amazon spoke with me on 2/8/24 and their representative advised I do not accept the item back, as it is in the possession of the retailer and I have requested a refund. They have reached out as well and are waiting for a response on how we can proceed to refund the product. Please either work with Amazon or the BBB to provide resolution as the item arrived damaged, I should not be liable for the damage.

  
  Sincerely,
  
  *****************************

  New Dream since making this contact. They told me over the phone they would easily be able to repair because it sounded like the DDR5 RAM was faulty they put in.After sending the device to them, I received a call first telling me the unit was fully repaired and they had replaced the faulty RAM.I asked about the wifi which they said they would need to follow up.A little while later New Dream emailed me and advised while checking the wifi hey noticed the motherboard on the device was cracked and the wifi connectors were not attached anymore. They sent the attached pictures to show this damage.The device was never opened in my possession, leading me to believe this damage was already in the unit at the time of purchase. Because the unit was sold with a 1 year warranty I requested they repair or replace the unit.*************** told me because we were outside of 30 days they could no longer honor the repair. They quoted $1080 if I want repair work done.

  Business Response

  Date: 02/09/2024

  Hello *******,

  Thank you very much for reaching out. If we cannot go ahead with the out-of-pocket repair for the damage done to the laptop it will be returned to you in the state it arrived to us. Unfortunately, we do not store customers products for a later date, you have been notified of your options and the deadline of when the decision will need to be made. Due to the damage to the product, we cannot provide warranty support for your hardware issue. If you have insurance like Asurion,they do provide accidental coverage, but we do not regarding warranty repairs. 

  All information needed to resolve the issue has been sent via email. Although it is an unfortunate situation, if you had an issue within the first 30 days of a new product being ordered, a replacement option would have been available. Regrettably, this issue is not covered under the manufacturer warranty and can only be covered with accidental coverage, or an out of pocket repair. Your products warranty started on date 04/24/2023 till 04/24/2024 and your warranty coverage still covers all components that do not show physical damage accept the damaged done to the motherboard.

   

  If you have insurance, you will need to contact the respective company for what is covered.

  Business Response

  Date: 02/26/2024

  Hello.

  The information provided in our last message is the state the product was in when it arrived. The damage done to the product is not covered under warranty and the product will need to be submitted to an insurance company if the customer has gotten it upon purchase. Unfortunately, we do not provide accidental coverage, but only warranty support. It is an unfortunate issue, but it is not within our ability to fix under the warranty. The mentioned RAM replacement would have been in a different section of the motherboard and the damage done to the **** chip took considerable force to pry up for an electronic.

  No manufacturer provides support for customer induced damage. If there is an issue regarding component failure, we provide support for it.