ComplaintsforPro Console Repair

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HDMI Port /HDMI Retimer chip repair on an Xbox *********** failed 120 days after repair, when they did do the repair they used inadequate thermal pads causing the Xbox to overheat after 5 minutes of gameplay, and my having to replace these pads out of pocket for an additional $37 (to do it correctly myself). I even asked upon buying their services if they add any cooling heatsinks to aid cooling the repaired chip to ensure this does not occur again, and I was told that they never have anyone come back with the same issue once repaired. I even asked on the date of pickup if they offer an extended warranty (after 30 Days) I could purchase, they stated that they do not offer one.I called to see what could be done and was advised "Nothing". Date of transaction: 09/22/2021 Date of Failure after repair: 1/22/2022 Cost paid to Retro Madness/Pro Console Repair: $108.25 Out of pocket cost to fix ruined thermal pads: $37.88

  Business response

  02/09/2022

  I would like to first apologize for the details our representative *** have left out regarding why your console is not covered under warranty.  We will work to correct this communication issue and want to provide the best customer service possible.

  
  At the time of service you were informed of our 30 day warranty which you have stated you were aware of.  You were also aware that we do not offer an extended warranty.  Your console is 3 months or 90 days past the warranty period.  The document you signed at the time of drop off clearly states that the warranty is void if the console is opened or disassembled in any way by someone other than us.  You informed us that you opened the console to replace thermal pads yourself due to overheating.  Instead of opening the console you could have sent the console back to us at that time under warranty with no cost to you.  Your console's original diagnosis was no video output due to a physically damaged **** Port that resulted in your retimer chip shorting and failing.  We replaced both parts with new OEM replacement parts.  If your console has no video again it could be due to new physical damage of the **** port which again would not be covered under warranty.  
  

  Our warranty covers the parts replaced and any mistake we *** have made during the repair for 30 days.  In many cases we will still accept warranty repairs after an additional 15 days past warranty period.  After 30 days the part manufacturer's warranty is void,  any mistake we *** have made would be evident, and normal wear and tear *** cause new or reoccurring issues.  This is why we do not offer extended warranties.

  
  I hope this helps clear up any misunderstandings.
  Sincerely, 
  
  Retro Madness
  

  
  

  Customer response

  02/09/2022

  Complaint: 16744531
  
  I am rejecting this response because:

  I was not given a paper receipt at time of drop off indicating any caveats where disassembling the console voided (the already expired) warranty at the time of failure for overheating or HDMI retimer failure after your repair. Can you please provide a copy of this document?

  The console was not even used after receipt of the console after repair for a period of ***** days, thus already outside of your own warranty coverage as it is. Due to COVID, I was out of state assisting family, unable to confirm full functionality while inside your warranty period. If it's out of your warranty, why does my disassembling it to repair thermal pads the correct way void the expired warranty? I chose to disassemble myself rather than deal with this issue again, because I can correctly replace thermal pads and this does not require speciality tooling that is needed with HDMI Retimer repairs.

  At this point I would just like the Xbox fixed, and I will even purchase the cost of the retimer chip to have it fixed. But I wasn't even given this option, no extension of any courtesy or understanding was offered, and I was effectively told "tough" over the phone by your store.

  I keep offering to pay for extended coverages, asked about additional cooling options to prevent this issue, all to have a functioning Xbox that continues to work that is provided with the purchase of your repair Service. I did not receive that experience.

  How can we move forward in correcting this issue, even out of my own pocket? Having to file a BBB complaint just to be heard about my issue seems counterproductive as it is.

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

  Business response

  02/09/2022

  You openly admit to knowing that the warranty was good for 30 days. We have no control of when you use your system.  It could be same day or 3 years later but you knew the warranty was good for 30 days.

  Therefore, if you would like us to repair your console, we would require the normal service charge.  Any additional information supplied in our first response was for clarity only.

   

  Customer response

  02/09/2022

  Complaint: 16744531
  
  I am rejecting this response because:
  

  The warranty period was never in question, I freely admitted that upon my initial filing of this complaint. My complaint was (and still is) your lack of even TRYING to work with me in any capacity. The fact that you can't 1) stand behind the retimer chips you buy beyond 30 days or 2) can't stand behind your service for more than 30 Days and NOT offer (for purchase, as I requested SO MANY TIMES as I would have gladly paid 50% of the Service Fee (54 with tax) for an additional 6 months at minimum) if you had simply offered it. I was gun shy at first but YOUR technicians gave me a false sense of security by assuring me the very thing that "never" happens actually happened in this instance, with 60 Days of gameplay!

  If you can't stand behind your service for more than ********************************************* labor perspective, knowing full well your service technicians even failed to apply proper thermal pads (not difficult), speaks volumes to both your business practice and how you treat your customers.

  I will make sure this information is posted everywhere possible as this is a 100% profit driven service you provide outside the cost of the actual chip ($13 a piece, $11 in bulk).

  I appreciate the candor in displaying how you operate your business.

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

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