Complaints

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• Initial Complaint

  Date:03/27/2024

  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.

  My HP spectre laptop's ****C ports were not working. So I took it to this shop for repair. I can't remember the exact date I sent it in. It should be in the week of 2/26/2024. It took about 1 week to fix it. I had it back on 3/6/2024. The ****C ports are now working, but I realize the webcam of the laptop is no longer working. I took it back to the store on 3/20 or 3/21 (can't remember exactly which date). They now try to shift the blame by indicating the webcam could have already been damaged before I sent it in. I was 100% sure the webcam was in good state before I sent it in because: 1. My son used the laptop with the webcam on for online class on 2/24/2024. 2. This laptop uses the webcam to capture my face ID whenever I log in. It will prompt a message if the webcam is not working. So, if the webcam doesn't work, I would have easily known it when I log in. 3. I have never seen the webcam error message on this laptop before until I had the laptop back from them. The store person called me 3/22/2024. Instead of admitting their mistake, he tried to shift the blame to me by indicating the webcam could have been damaged before then. During the phone call, the guy did say something like the webcam is located next to the ports on the computer board. But he tried to play evasive and did not want to admit it was their mistake when they're fixing the ****C ports. Then he even dare to say if I want to get the webcam fixed, it will cost some money. Later on 3/22/3024, another guy called me, saying that he was the manager. Again, he tried to play evasive and did not want to admit it was their mistake.

  Business Response

  Date: 04/03/2024

  Hi

  This customer brought in a ********************** that did not power on due to board damage...we repaired the both charging ports and confirmed they worked and had the customer pickup. Now he says that he needs his face recognition for the computer to turn on and log in yet he did that at pickup with no issues...he also had the computer for over 2 weeks so I assume using it everyday to get into the computer. If it was a problem with the camera we would have know instantly and he would not have left the office...he would have also told us after he could not login but yet he had it over 2 weeks with no issues. Not sure how my company can be liable for a camera not working when the computer was brought in with board damage and was not turning on so in NO way are we liable for whatever happened originally from that damage. We looked at it again a 2nd time (no charge) and said if he wanted another onboard camera there will be an additional charge or he can purchase a replacement on amazon for $20 and call it day. When he felt entitled to the repair to be free I gave the customer a call and wanted to talk to him about his options. The first few words out of my mouth he should " shut your mouth" "don't speak" "you listen to me!!" and would not let me talk at all....I warned the customer a few times to either talk to me like an adult or I won't talk at all....he continued to curse and yell at me and tell me to "shut up" so I told him to pickup the computer and go somewhere else. So he then Ran to BBB, ************ to give me a bad review everywhere...So I will not help this customer...He also still has his ********************** sitting in our office he has a few days left and after 30 days it goes in the trash so he should pick it up soon. 

  Business Response

  Date: 04/03/2024

  Hi
  This customer brought in a ********************** that did not power on due to board damage...we repaired the both charging ports and confirmed they worked and had the customer pickup. Now he says that he needs his face recognition for the computer to turn on and log in yet he did that at pickup with no issues...he also had the computer for over 2 weeks so I assume using it everyday to get into the computer. If it was a problem with the camera we would have know instantly and he would not have left the office...he would have also told us after he could not login but yet he had it over 2 weeks with no issues. Not sure how my company can be liable for a camera not working when the computer was brought in with board damage and was not turning on so in NO way are we liable for whatever happened originally from that damage. We looked at it again a 2nd time (no charge) and said if he wanted another onboard camera there will be an additional charge or he can purchase a replacement on amazon for $20 and call it day. When he felt entitled to the repair to be free I gave the customer a call and wanted to talk to him about his options. The first few words out of my mouth he should " shut your mouth" "don't speak" "you listen to me!!" and would not let me talk at all....I warned the customer a few times to either talk to me like an adult or I won't talk at all....he continued to curse and yell at me and tell me to "shut up" so I told him to pickup the computer and go somewhere else. So he then Ran to BBB, ************ to give me a bad review everywhere...So I will not help this customer...He also still has his ********************** sitting in our office he has a few days left and after 30 days it goes in the trash so he should pick it up soon. 

  Customer Answer

  Date: 04/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21492879
  
  This customer brought in a ********************** that did not power on due to board damage...we repaired the both charging ports and confirmed they worked and had the customer pickup. Now he says that he needs his face recognition for the computer to turn on and log in yet he did that at pickup with no issues...he also had the computer for over 2 weeks so I assume using it everyday to get into the computer. 
  
  The repair shop makes a serious wrong assumption. I didnt use it everyday. I use it very lightly because I have another computer, and I mostly use my phone. On average, I use this laptop about 3-4 times a week, mostly email, internet browsing and watching ******** Once in a while, my son uses it for online zoom class, and I also pay local pc game on this laptop once in a while. So, this laptop has been used very lightly. Please dont make any assumptions on things you dont know. 
  
  If it was a problem with the camera we would have know instantly and he would not have left the office...he would have also told us after he could not login but yet he had it over 2 weeks with no issues. 
  
  This is a lame excuse. I noticed the webcam two days after I took it back from the store, just that I was busy with other things and didnt have time to handle it. I remember the store person said it had one month warranty, so I thought it was okay to notify the store within one month regarding the webcam issue they had caused. But now, the store used this as an excuse to shift blame. For example, you bought something that had 30-day free return. You took it back to the store at the 29th day, could the store person say: If the thing had a problem, why did you wait till the 29th day, why didnt you return on the first few days? This is the same logic this repair shop is trying to present. Really lame excuse. 
  

  And you know how I noticed the webcam issue? Because it gave me a webcam issue warning which I never came across. The first time I saw that warning was when I tried to log in the laptop, after I took it back from the store. Before that, I never see that warning message before. Thats when I realized there could be a problem with the webcam. But initially I thought it might just need a reboot, so I didnt pay much attention to it, until on the same week Saturday morning, my son used the laptop to attend zoom online class. Thats when I knew it the webcam must be broken, the error message said that the webcam was not detected. I never had this issue before with this laptop. I was busy with my family things over the next 1-2 weeks and didnt immediately contacted them regarding the webcam issue, and now they tried to use this as an excuse. 
  
  Not sure how my company can be liable for a camera not working when the computer was brought in with board damage and was not turning on so in NO way are we liable for whatever happened originally from that damage. 
  
  NO. The camera was working when I brought it in for the first time. I already mentioned the three reasons why I was so sure it was working. Dont try to shift blame. If the webcam was not working originally, I would have easily notice it as this laptop has face recognition feature. 
  
  We looked at it again a 2nd time (no charge) and said if he wanted another onboard camera there will be an additional charge or he can purchase a replacement on amazon for $20 and call it day. When he felt entitled to the repair to be free I gave the customer a call and wanted to talk to him about his options. 
  
  You should look at it 2nd time because it was you who caused the damaged to the webcam while you fixed the usb ports. Of course you shouldnt be charging me. So you think you are entitled to charge customers for the mistake you made? 
  
  The first few words out of my mouth he should " shut your mouth" "don't speak" "you listen to me!!" and would not let me talk at all....I warned the customer a few times to either talk to me like an adult or I won't talk at all....he continued to curse and yell at me and tell me to "shut up" so I told him to pickup the computer and go somewhere else. 
  
  In the phone, it was very obvious that they tried to shift blame and even ask me to pay for the mistake they had caused. I think anyone would feel annoyed by how irresponsible they are. If they were willing to admit mistake upfront instead of shifting blame, the conversation would have gone smoothly. Making mistake is common in our life, I usually tolerate that. But what I dont tolerate is the attitude of the repair shop person, who tried to shift blame and try to charge me for the mistake they caused during the fix. And now, I became the wrong doer because I felt angry by (1) the repair shop shift the blame to me for the webcam mistake they did when they fixed the usb ports, (2) ask me to pay for the mistake they caused. 
  
  So he then Ran to BBB, ************ to give me a bad review everywhere...So I will not help this customer...He also still has his ********************** sitting in our office he has a few days left and after 30 days it goes in the trash so he should pick it up soon.
  
  Or course I will continue telling the truth. I wont back down. This repair shop damaged my laptop and now I could no longer use the face recognition log in feature in my laptop. I am just saying the truth - the webcam was working when it was sent it, the repair shop damaged it when they were fixing the usb ports. Up to that point, I could still tolerate, because everyone makes mistake. But I dont tolerate their blame shifting attitude, and even dare to ask me to pay for the mistake they caused. 

  Regards,
  
  **** *************