ComplaintsforDiscount Computer Depot

• Initial Complaint

  12/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased at gaming PC for my son. He received this as a gift for Christmas. The computer doesn't work. It boots up and then shuts back down. It never worked. I have called them at least 10 times today. It keeps saying I am next in line to speak to someone and then after a bit gives me a voicemail or the call just drops. I have sent email also today and no response.......I'd like to speak to someone right away. What a disappointment for my child to get a gift for Christmas that doesn't work. My order number is: ******

  Business response

  12/27/2022

  Hello, I believe you must be calling the wrong number, as our phone system does not have a line or queue that you have to wait in. You can reach us at ************ Mon-Fri 8AM-5PM CST. That said, the order number you provided does not match any in our system. I searched by your name and address as well. Please contact us today so that we can confirm whether your order was through our store or through a competitor's website. Thank you. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This OptiPlex **** is absurd! When I try transfer data from this PC to my phone via USB (3.0), or PC to ****** Photos, this PC freezes! The monitor stays black during startups---I have to restart it just to get it to turn on properly! Junk equipment!

  Business response

  05/10/2022

  Good afternoon, and thanks for reaching out again. The technical issues you mentioned could be software-related, or the result of a corrupted Windows installation. A straightforward method of testing this is to reset Windows to a factory state, which is easy to do. In case you'd like to try this I will include instructions below. 
  
  I would also like to let you know that in the event these problems turn out to be the result of faulty hardware, your purchase would still be covered by the Discount Computer Depot 1-year warranty, which was included free with your purchase. You can contact our friendly Customer Support Team any time Monday-Friday 8am-5pm CST, and we would be more than happy to assist you with troubleshooting these technical problems, or with starting the process of returning the faulty computer for a replacement unit. That toll-free number is **************. 
  
  Here is the step-by-step for resetting Windows. I do recommend giving this a try, just keep in mind that you would need to reinstall some programs afterwards: 
  
  1. From your desktop, type the word "Reset" into the search bar in the lower left corner of the screen (next to the Start button) and then press Enter on your keyboard
  2. Click [Get started] and then select [Keep my files] 
  3. Click [Local reinstall] 
  4. Click [Change settings] 
  5. Set [Restore preinstalled apps?] to "Yes" then click [Confirm]
  6. Click [Next]
  7. Click [Reset] and allow Windows time to go through the process
  
  Please contact us for further assistance and we will help get this problem resolved. Thanks!

  Customer response

  05/15/2022

   
  Complaint: 17179721
  
  I am rejecting this response because: I'm not going going wipe data on my computer just because you people gave me a defective product! 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They gave me a defective WIFI card (Realtek, RTL8192EU Wireless LAN 802.11n USB 2.0 Network Adapter.) None of the drivers installed works; when I try to install one from Dell's website, I get an "This installation is forbidden by system policy. Contact your system administrator.” error message. Realtek doesn't respond. This is the same company that gives you a VGA cable in 2022 instead of a display port for a OptiPlex 3040 + P1913 monitor! Disgusting. I will never buy from a third party source again!

  Business response

  02/24/2022

  Good afternoon. I regret to hear that your purchasing experience wasn't quite what it should have been. I'd definitely like to address those concerns if at all possible. Since you're still under warranty I would be happy to ship a Wi-Fi USB adapter to replace the network card for you. Additionally, do you still need a DisplayPort cable as well? We can provide that as well. You can contact us any time during weekday business hours. Discount Computer Depot staffs a support team that's ready to help and resolve issues just like these. Our customer service line is 844-466-9142 and you can live chat with us at www.discountcomputerdepot.com. Reach out and let us know how we can help. Thank you, and have a great weekend! 

  Customer response

  03/02/2022

  
  Complaint: ********  
  I am rejecting this response because: I'll mark this as resolved when I receive my new WIFI card and DisplayPort.  
  
  Sincerely,
  
  R******** * F******

• Initial Complaint

  01/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Order ID *******. I ordered a dell desktop gaming computer on December 10, 2021 and it came with a dead hard drive, incompatible ram sticks, and the completely wrong monitor. Since then I have been in contact with them looking for a solution. They sent 2 new ram sticks, but both were completely incorrect and incompatible with my device (wrong specs and voltage), did not send the appropriate (required and promised) brackets for the new hard drive, and the correct monitor. They again promised to send the correct ram sticks along with the promised (and required) brackets, and are now reporting a fire started at the warehouse days after my replacements were promised to ship. I reached out to tech support this Monday (1/24) and they said they would send these parts. I then reached out again today (Friday 1/28) stating I did not yet receive a shipping confirmation from them (their policy is within 3 business days for shipping) and was told there was a fire at the warehouse the day after my inquiry. I was not told about this or updated in any way letting me know my order would be further delayed. I have been waiting for the correct order since 12/10/21. The delivery was promised by the customer support and the website. My job is being delayed by this significantly. The nature of my job revolves around computers, and I cannot work a day without these parts that are necessary for the computer to function. I have more pictures and correspondence with the company I can provide if needed.

  Business response

  02/16/2022

  Good afternoon, hope you are well. I have read through your account of our interactions, and gone back to study the live chats that you had with one of our representatives. I regret that the level of support you received doesn't live up to the bar we strive for when providing customer service, but I want to make sure that the issues you raised are properly resolved and addressed. I will be following up with you by email today, and we'll do our best to get this all resolved to your satisfaction. You can also reach out to us by phone at ************ on weekdays. Thank you! 

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have ask for a refund for the past 2 weeks and I have not got my refund yet I called them and I have emailed them and nothing they tell me it will be 14days then they told me it will be 72 hours and I haven't heard fr them anymore... I would like to get my refund back as soon as possible.

  Business response

  02/15/2022

  Good afternoon, Valued Customer. I apologize for the delay on this refund. After reviewing your order and associated information, it appears that your order was cancelled per your request, but two important systems failed to synchronize and so the refund was not automatically initiated as it should have been. I will go ahead and manually process the refund for you, in the amount of $79.95. It will usually take 3-5 business days depending on your financial institution, but we have begun the process of releasing those funds back to you. Please see the attached screenshot for confirmation. In the meantime, if there is anything else I can help with, or if you have any questions, then please reach out via live chat or phone through our website. Thank you, and have a great week! 

  Customer response

  02/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16478024, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ashley Lawson

• Initial Complaint

  01/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In October of 2021 I ordered a refurbished HP 6000 desktop pc with intel core 2 duo processor 4gb memory 19" monitor 250 gb hard drive and windows 10. Well, I never got the package because they didn't ask for a signature and just left it unsecured outside my door at my apartment complex. I've had to file a police report due to my mail being stolen. When I called the business to ask for a refund and let them know what happened that's when an older ********* woman told me that they didn't call me to see if an acer monitor was ok since the description clearly states HP and nothing in my order says that I would receive any monitor they have nor an acer monitor seeing as how acer is really supported as the type of computer my job uses for the types of programs we use. I've been in constant contact with the company only to be told i get whatever they want to give me! I want my money back!

  Business response

  02/15/2022

  Good afternoon, Valued Customer. Thank you for all of the material you sent, and the details about your experience with our customer service team. I've taken the time to review all of the information. My understanding is that your shipment was lost or stolen, and that you were assured on a couple of occasions that a full refund would be issued to you, pending the outcome of a FedEx missing package claim. Regardless of that claim, we always want to stick to our word and keep our promises, so I have gone ahead and issued a full refund of your order through the online market from which you originally placed the order. Note that it can take several business days for these transactions to process, but in the meantime if you have any questions or concerns, please reach out to us via phone or live chat through our website. My apologies that the initial experience was not a positive one, but I hope this clears everything up and you will consider us in the future. Thanks, and have a great day! 
  

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In purchased what was a refurbished dell desktop computer for my daughter for Christmas. I bought it in October 2021 due to shipping delays and shortages I wanted to make sure I had it for Christmas. The box arrived and I left it in the original package so I could wrap it for Christmas. We set up the computer on 1/05/2022 as we just moved 12/16/2021 and was still getting things in order at our new house. When the computer was started and the antivirus protection was ran it detected 3 viruses on the computer. We were never able to access the internet. I reached out to the company who was sent the message from me via Walmart as the computer was bought through the market place on Walmart.com. The response from Devin Rogers of Discount Computer that I received on 1/07/2022 was to do a factory reset. I did the factory reset and it still has some sort of virus on the computer to where it will not allow the virus protection to update and cannot access the internet as a screenshot I took says the website I am trying to access is blocking access do to a threat that was detected. I emailed the company again tonight with the screenshots and concerns and asking for a refund and all of a sudden the email no longer exists. This company is only allowing a 30 day return window from the date delivers I just saw that when I contacted them the first time. I bought this as a Christmas gift so I did not set it up before 12/25/2021. I want a full refund as this computer is useless.

  Business response

  02/15/2022

  Good afternoon, Valued Customer. We are committed to getting this issue resolved for you. Our support team is available weekdays 8AM-5PM Central Time, and can be reached by phone, live chat, or message. Our computers come with a clean installation of Windows 10, so it sounds like your antivirus program may be flagging a safe Windows file as hazardous, known as a false positive. We would be more than happy to help you analyze this issue and get to the bottom of it, as it sounds like the computer is otherwise working great. Since a refund is not possible at this stage, we are ready to assist with this technical problem, and if necessary we can do an exchange, since every purchase from our store comes with a 1-year replacement warranty. Please find our direct contact information at our website and reach out to us. You can reference this BBB case as well, and we'll make sure you speak with our best technician available! Thank you, and we look forward to speaking with you again. 

  Business response

  02/23/2022

  Good afternoon. I want to make sure you're aware that your computer is still covered by a 1-year warranty which is valid until October 2022. We ensure all of our products in this way, so when technical issues do come up our customers are covered for any necessary repairs or replacements. We would still be more than happy to send a working replacement for the defective computer under warranty. All that's required to get the replacement process started is for the original to be shipped back. Give us a call at 844-466-9142 and one of our technicians can give you further details and provide our return shipping address. Additionally, to address the issue of wireless capability, we can provide a Wi-Fi USB adapter to enable wireless connectivity on the desktop. It would simply plug into any of the computer's USB slots, and the desktop can then connect to your home Wi-Fi network. One of these adapters should have been included in the original order to enable that functionality, so if it was missing I do apologize for that. You can reach us by phone or live chat at our website (www.discountcomputerdepot.com) and we will get the replacement process started for you. Thanks and have a great day! 

  Customer response

  02/24/2022

  
  Complaint: 16468309
  
  I am rejecting this response because:
  The computer is obsolete. I guess I have to accept the loss but will make other consumers aware of your business 
  Sincerely,
  
  ******* *****

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED A COMPUTER THROUGH *********** AND DISCOUNT COMPUTER WAS THE 3RD PARTY SELLER) IT WAS A: **** Desktop Computer Tower ******* ** ***** Core 2 Duo Processor 4GB RAM 160GB Hard Drive DVD Wifi Webcam with a 17" LCD - Refurbished PC Qty 1 $112.81 Add-on services ******* Protection Plan return window expired Tue Jul 20. THIS COMPUTER WAS PURCHASED WITH A WARRANTY AND THEY ARE TELLING ME TO REACH OUT TO THE WARRANTOR, I WILL NOT DISCOUNT COMPUTER SHOULD HAVE REPLACED AN USABLE ITEM IN THE 1ST PLACE. I HAVE TRIED TO WORK WITH THEM BUT THEIR NON-COMPLIANCE ATTITUDE SEEMS VERY UNPROFESSIONAL, DISRESPECTFUL, AND THE LACK OF TRYING TO SOLVE THIS ISSUE BUSINESS-LIKE AND BE ACCOUNTABLE FOR DAMAGED GOODS ARE UNACCEPTABLE. I WANT FULL REPLACEMENT OF PRODUCT DAMAGED OR MY MONEY BACK BEFORE CHRISTMAS SO I CAN RE-GIFT IT TO THE PERSON I GAVE IT TO. 2-Year Protection Plan For Refurb Desktops Tablets $100-$199.99 Qty 1 Manage plan. ON HAVE CONTACTED DISCOUNT COMPUTERS SEVERAL TIMES IN JUNE TILL 12/16/21 WHEN THE PROBLEM OF A SHATTERED MONITOR, THEY TOOK A COUPLE OF WEEKS TO REPLACE IT, AND NOW THE GIFTEE I PURCHASED THIS ITEM FOR STATED THAT THE ******* PROGRAMS WILL NOT LOAD AND THE PERSON NAMED ***** HAS CONSTANTLY SENT E-MAILS AVOIDING THE ISSUE STATING THAT IT SEEMS AS IF IT IS A HARD DRIVE ISSUE AND THE COMPANY CAN SEND ME ONE , IF I PAY TO HAVE IT SHIP TO ME. YET ON 12/16/21. THEY NEED TO RIGHT A WRONG I SHOULD NOT BE PAYING FOR THE DAMAGED ITEMS SOLD TO ME.

  Business response

  01/12/2022

  Business Response /* (1000, 6, 2021/12/17) */ Good Afternoon - We are happy to work with this customer to resolve the issue in question. We sold this customer a computer in June, in November we shipped them a replacement monitor/lcd. We have a 15 day refund policy where we pay the return shipping and a 30-day policy where we will pay the shipping for replacements. We can send the customer a Hard Drive to replace the one she currently has that she says is malfunctioning (and will provide phone support to replace the hard drive) or if she will return the computer only to us, we can do the warranty work for her and then return the computer to her for, and we pay the return shipping. Please let us know how to proceed. Also - if the customer purchased a warranty outside of Discount Computer Depot, we cannot honor an extended warranty that was purchased through ******** with a 3rd Party Provider. Consumer Response /* (3000, 8, 2021/12/27) */ HELLO, I AM SENDING YOU THE RESPONSE TO THEIR LAST E-MAIL ASKING ME TO PAY FOR COST, CONFLICTING TO WHAT WAS THEIR ANSWER TO THE BBB. Business Response /* (4000, 10, 2021/12/29) */ Good Morning - We are committed to helping the customer. We will need the customer to return the unit to us as her original contact/complaint was outside the 60 day window in which our company pays for return shipping to our facility. We can pay for the machine to be returned to her after it has been repaired. We can also send the customer a hard drive and provide for her technical assistance during the installation process. Our company cannot provide any warranty services that were purchased through a 3rd Party vendor such as (********************). We can only service the warranty which we provide with our products. Please let us know how you would like to proceed: 1) Replacement hard drive 2) You will be returning the machine to us so that we can repair/replace it Consumer Response /* (4200, 12, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I CAN NOT ACCEPT THE HARD DRIVE I DO NOT KNOW HOW TO INSTALL A HARD DRIVE AND NOR DOES THE PERSON I BROUGHT THE COMPUTER, FOR WE ARE NOT COMPUTER TECHS AND MY DISABILITY DOES NOT ME THE ABILITY TO DO ANY INSTALLATION. I THOUGHT I BROUGHT A PRODUCT THAT HAD NO INSTALLATION REQUIRED. I WILL BE SENDING IT BACK AT NO COST TO ME, AND REQUEST A REPLACEMENT, YET I NEED THE BBB INSURE THAT THE COMPANY FOLLOWS THROUGH WITH THEIR RESPONSE, AND THE COMPUTER IS IN SATISFACTORY CONDITION WHEN SENT BEFORE I CLOSE THIS CASE, FOR ME I DO NOT TRUST THIS UNRELIABLE COMPANY AFTER READING THEIR 91 REVIEWS ON YOUR WEBSITE AND MY EXPERIENCE WITH THEM FROM JUNE TIL PRESENT. THANKING YOU FOR YOUR ASSISTANCE. X-MAS HAS COME AND GONE, HOPEFULLY THE NEW YEAR WILL NOT LAPSE WITH THIS UNFORTUNATE SITUATION.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a computer from these scammers and they sent me a unit that did not have functioning 3.5mm audio jacks, I checked everyone of them. I decided to work around the issue, big mistake, because I noticed a week or two later my I: Drive would disappear for a day or two at a time. I contacted them and a **** ** responded and said it was a common issue usually associated with the motherboard. He also said if I return my computer he would have one shipped out to me upon arrival of my computer. This never happened, instead after I mailed my computer back to them they then responded they had already sent me a computer before I returned my computer. ********! My return and computer were totally conditional upon me returning my computer BEFORE they would ship the replacement out. Now they are refusing to answer any correspondence and are calling me a liar and a thief. These people are the liars and thieves. They have a storefront on **** and anything computer related from Jacksonville, tx is probably these scammers. I've repeatedly tried contacting them and they just ignore all my messages. I'm out $400 dollars for the computer and an additional $200 for the programs on the old computer, not to mention my money lost without my computer and the anguish over trying to reach some kind of conclusion, and not just be stolen from... I have all the necessary files to prove my position and I'm just at a loss for the depravity of the scams this "company" gets by with and is still called "legal". I want my computer, with fully functioning ports and outlets, or a complete and full refund of the total purchase price and my return shipping bill of $60.

  Business response

  11/15/2021

  Business Response /* (1000, 6, 2021/11/15) */ Hello it looks like the order was under a different name. ****** spoke to one of our reps today and advised that the first replacement order that was sent out was never received but the tracking information shows that it was delivered. We went ahead and created a new replacement order for him today when he spoke to one of our reps as well. Below is the information to the first replacement order that was created by **** ** on 10/20/21 and shipped out on 10/22/21. MAXXXXXXX // Delivered Tuesday, 10/26/2021 at 12:24 pm The second replacement order information is below that was created today after speaking to ******. MAXXXXXXX. Once this item ships the tracking information will be sent to the email that ****** provided. If you have anymore questions or concerns please let us know so that we can take care of them.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased the *** ****** ****** from **** and when I got it the computer turned on but the screen remained black. Informed them about the problem returned the computer but they never responded after I sent the computer back. Time placed Jul 16, 2021 at 10:49 PM Order number XX-XXXXX-XXXXX Total US $320.99 (1 item) Sold by discountcomputerdepot

  Business response

  10/28/2021

  Business Response /* (1000, 7, 2021/10/21) */ Item has been shipped out with FedEx tracking number XXXXXXXXXXXX Consumer Response /* (3000, 9, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't need the computer any longer I already have my replacement computer. I do not desire to continue doing business with a company that abusively and manipulatively practices inappropriate business stategies. They had the opportunity to make the right decision and they lost the sale with their dishonest business stategies, I want my money refunded to me immediately. Business Response /* (4000, 11, 2021/10/22) */ We do not abusively and manipulatively practices inappropriate business strategies. This situation was an oversight that we have worked to rectify. Once you receive the product, since it has been already been shipped to you due to you not stating you just wanted a refund, we will send you a return label to send the product back to us. Once we receive our product back, a full refund will be issued. Consumer Response /* (2000, 13, 2021/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like to withdraw my comment that this company abusively and manipulatively practices inappropriate business strategies. It has been frustrating buying a computer that didn't work and receiving no response when trying to exchange it. I did state that my "Desired Resolution" was a refund so I didn't repeat that statement in my comments. I have received the computer and waiting for the return label. I do ask that you follow through with my refund once the computer is returned. Nothing was done when I made my previous return and my attempts to call and email customer service where unanswered. Thank you for your time.

*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. ↩