ComplaintsforMemory Express Inc.

• Initial Complaint

  14/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I brought my Legion 7 Gen 6 (16 **** Gaming Laptop to Memory Express Inc. in NE ******* for screen repair on Feb 26, 2024, following screen damage incurred that same day. Despite the computer's functionality, confirmed by manager ****, issues arose post-repair attempt. He even suggested I take the pc home and plug it into an external screen because it was still functional. Initially, the repair was straightforward, with a high-resolution screen replacement recommended and ordered. Upon the screen's arrival and my subsequent return of the laptop on Feb 28, expectations were set for a quick fix. Despite their website's assurance of a "full range of affordable computer service...with over 25 years of experience," my encounter was marred by additional damages post-service, lack of accountability, and an unmet business commitment. However, complications emerged. A week into the repair, the staff reported the laptop wouldn't power ona new issue. Another week passed, and they tried to remove the motherboard to fix the power issue without my consent, diagnosing a new motherboard issue attributed to their servicing, with a repair quote of an additional $1600. Manager **** said the pc "became defective" upon servicing and denied any responsibility for these new damages and obstructed my efforts to escalate the issue, refusing to provide corporate contact information. **************** rep **** further hindered resolution attempts, directing me back to **** without assistance.This situation involves not only a failure to repair within the promised timeframe but also additional damage during service, with no accountability from Memory Express. Their actions suggest a disregard for customer satisfaction and resolution efforts. I also have a recorded phone call with **** as further evidence of their stance.

  Business response

  24/03/2024

  Client was contacted March 19 with resolution via email. Client agreed to resolution and timeframe for repair.

   

   

  Customer response

  25/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is an attempt to make things right. I reserve my right to open a new claim if this business does not resolve the issue at hand.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint: Memory Express is not honoring their In-Store Product Replacement warranty with regards to my laptop.My Laptop which was covered by Memory Express In-Store Product Replacement Plan (IPR) states that it will be repaired or replaced within 5 days unfortunately it was neither repaired or replaced within that period. Even after I contacted them on day 8 they had failed to have any of my 3 issues addressed. I ended up giving them another chance to fix the issue only to add even more delays and physical damages done by their techs to the list of problems with the laptop. Ive now been waiting over 31 days as of December 1st for either a repair or replacement solution for this laptop that should have taken 5 or less according to the receipt that was given to me on Novemeber 1st 2023 when I took it in for service. Ive been in contact with the manager of the store throughout this and as of today they still cannot provide me with any firm date for resolution only that they would not honor their 5 day service.

  Customer response

  01/12/2023

  Memory Express - ************* Location
  

  ****************************
  ********, ** T5S 1H7
  Phone: ************

  Business response

  05/12/2023

  Thank you for your feedback *************
  
  Please bring in the laptop for us to service the unit or reach out by phone email or in person to discuss resolution. 

  Customer response

  05/12/2023

   
  Complaint: 20945265
  
  Based on Memory Express In-Store Product Replacement (***) Plan, the laptop should have been either repaired or replaced on November 6 as I was later told the intake day didn't count towards the 5 day time quote. Was the laptop repaired or replaced by Memory Express on November 6? As you know the answer is no. I've now been without a working laptop for 35 days. Your solution to bring it back in for repair is unacceptable on multiple levels, first it should have been replaced on November 6th based on the *** and secondly as of today you still have no idea when parts will arrive or how long it will take to try and repair the issues I initially went in with or correct the issues cause by your first attempt.

  Business response

  05/12/2023

  Thank you for your update.
  
  To pursue any further service/repair/resolution, the laptop must be provided for testing.
  
  A manager will be available for any questions/inquires/concerns. 
  
  
  Testing for any reported concerns/issues/defects will be performed and communicated within 5 business not counting the drop off day, weekends and holidays.
  
  
  We hope to see you in store, at your convenience.

  Customer response

  12/12/2023

  As requested the laptop was taken in on December 7th for further testing.

• Initial Complaint

  20/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The complaint is for memory express NW My hard drive failed after 5 years and is under warranty.They will replace the drive, but warranty they charge is 50 dollars shipping and handling for ***************** plus a 4-6 week delay so I cannot use my computer during that time.

  Business response

  25/07/2023

  ****************** brought his computer in for repair with Memory Express on July 12th 2023.  ************** was able to confirm that the customers solid-state drive was faulty and needed replacing. 

  
  Samsung (not Memory Express)offers a 5-year warranty on the drive so it must be sent to them to fulfill that warranty process. Within the first year of the manufacturers warranty Memory Express covers the shipping and handling on behalf of the end user.  Outside of that first year, the customer is responsible for all warranty claims with the manufacturers.  Memory Express charges a flat fee to perform those duties on the customers behalf.

  
  When ***** was quoted this price ($55+tax) he requested to speak with a manager.  After some discussion Memory Express agreed to waive the fee as a courtesy.  When I advised him of Samsungs potential turnaround times he opted to not send the *** away.
  
  ***** decided to purchase a new *** and have Memory Express install it, reinstall ********* Windows 10, and perform a data backup from the old drive. We normally bill 4 hours of labour for this process but agreed to only bill 2 hours for this work as a courtesy.

  Customer response

  26/07/2023

  Dear Memory express,

  Thank you for your response.

  Make no mistake I appreciate the work that you did and will be a happy customer for future purchases.
  

  As a side note,  I also purchased a cyberpower *** from you (200 or 300 dollars) which went bad after some 4 years

  Memory express provided the purchase date of this *** and I contacted cyberpower with the issue

  Cyberpower provided me a new *** free (no shipping and handling) and I had the new one within, I believe, in less than a week (***).

  I was surprised that memory express did not handle the warranty as the warranty and any costs incurred would be covered by *******.

  Without memory express' involvement I would have lost valuable data as ******* would have the faulty drive and not have recovered the data.
  

  The technician for the hard drive quoted me a fee for the job and off course there was a cost overrun which memory express chose to cover, with appreciation.

  Kindest regards

  *************************
  

  Customer response

  26/07/2023

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

• Initial Complaint

  18/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The primary issue I encountered with this company is as follows: I wanted to update the firmware to the latest stable version on the product I purchased that manufacturer released and the firmware made the speaker to make buzzing noise. I just took it to Etobicoke store after a long drive, and they said they will check it and try to replicate the issue before replacing. They checked and replicated the issue but ****** from their team said they will not replace it because it is not a hardware issue, although firmware created an issue with the hardware and they said they will replace it if they can replicate the issue. I waited hours for them in the store but they didn't replace it in the end although they said they will replace it if they can replicate the issue.I also sent the company a letter which can be found attached but they didn't respond.I kindly request that you to replace the product or refund the amount of I paid for IPR. I believe this to be a reasonable request considering the inconvenience and frustration caused by the product and your employees at the store.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased motherboard on October 17 2022 from memory express paid $760.36 business committed to supplying working motherboard. Motherboard didnt work out of the box and the Ethernet port did not work which they told me was normal with ******* internet, drove 4 hours to ********* location they told me there was nothing wrong with my motherboard got back home and it still didnt work tried to do an exchange for a new motherboard they said there was bent pins on cpu socket which there was not when I sent it in to them. They denied my exchange and said there was nothing they could do. The business will not give me exchange and I believe they bent the pins when I sent it in for exchange. Order number was ******.

  Business response

  09/11/2022

  Client has been contacted Nov 9, 2022 by the handling location and has been advised motherboard will be replaced at the store level.

• Initial Complaint

  19/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original Purchase: ******** *** **** Replacement Given: ******** *** **** Originally I purchased a Radeon RX 570 ARMOR 8GB Video Card. I also purchased the extended warranty, good for two years after purchase date.Unfortunately, a little over a year later the video card had been putting artifacts on my screen so I brought it to Memory Express to exchange. They determined it was defective and had to check to see what the replacement would be since my card was no longer available.The next day they contacted me and said they would be giving me a Radeon RX **** XT.I went to the store and I exchanged the card. At first I had had some hesitations seeing as the card I brought back had 8GB of memory and this new one only had 4GB of memory (though it was a newer type of memory).I brought the card home and installed it and tried some games. The performance was horrible. On my old card I could run games comfortably at 1440p resolution and some in 4K. This card would only run games at 1080p. Nothing would run smoothly at 1440p. I wrote to the store and asked if I could pay the difference for at least an Nvidia 1060Ti card. They said "no, it's not supposed to be an upgrade" - but a downgrade is ok. I am willing to pay the difference. They sent me a link to a comparison video between my new and old card. Problem is this is a static video, not gameplay when there's lots going on in the screen******************************************** It looks better but in reality it is not.They sent me the "on paper" comparison:****************************************************************** Again looks good but in reality it is not based on my experience.Here is an honest review of my new card:**************************************************************I am willing to pay the difference for a new video card, however, the store will not allow me to, they suggested selling the card on Kijiji and using that to pay for a new card. Honestly, nobody should own this video card.

  Business response

  19/07/2022

  Hello ******,
  
  Thank you for your feedback. I can see by your complaint, you still want an upgrade to the free replacement you received via the in store product replacement plan. The GPU is not a downgrade from your original purchase, it is an upgrade in overall performance. I apologize but your request is still not an option and is not part of the policy you purchased through Memory Express. We do not provide an option to pay the difference and upgrade your replacement,as was explained in February when we provided you with the original replacement.  
  
  Thank you,

  Customer response

  20/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  First of all, this is a refurbished card and not new.  When I opened it the packaging around the card had a "Gigabyte Qualified" sticker on it - meaning refurbished. (See attached picture)
  

  Second - on paper it looks like a better card than my old one but in reality when it comes to actually playing games it is not.  If I was able to run 1440p and 4K previously and now I can only run 1080p, this is not an equal card even though "on paper" it is.

  Third - I had 8GB, now I only have four

  Fourth - There were four outputs on the previous card, now I only have two.

  Fifth - The RX 570 was an X16 card, meaning 16 lanes of graphic processing power now this one is only four (x4) and can't handle processing the graphics properly.  Think of a highway - two lanes of traffic flows better than one? Same here, 16 lanes is better than four.  This creates bottlenecks and probably most of the reason the graphics are terrible.

  How many more reasons do I need to tell you that I have received an inferior product here?
  
  Sincerely,
  
  *************************

  Business response

  21/07/2022

  Hi ******, 

   

  Few notes here 

  1) The replacement was brand new, not refurbished in anyway. The ****XT had just launched shortly prior to you receiving it as a replacement for your RX570. 

  2) There is no "on paper" vs "in reality" when it comes to benchmarks. When benchmarks are provided they are using in game scenarios and testing using the hardware. The performance difference between the 6500xt and the RX570 is not theoretical, it is fact. 

  3) The measurement of GB of VRAM available is again not something we  take into consideration when the new product is using a new standard. The RX570 you received had GDDR5 memory. The 6500xt has GDDR6 memory. 4GB of GDDR6 outperforms 8GB of GDDR5. 

  4) The number of display outputs has changed, in that it has dropped the analog output. This is a by product of technology advancing and has no bearing on the performance of the  GPU. 

  5) The 6500xt is not a x4 PCIE card. It is an x8 PCIE Gen4 with a full x16 connector vs a x16 PCIE gen3. Once again this is a net performance gain in your favor. 

   

  ******, I can appreciate you disagree with our stance. However, our position is final. We will not be offering any further upgrade/exchange on the GPU you have been given. 

   

  Thank You,

  *********************

  General Manager Memory Express. 

  Customer response

  23/07/2022

  I'd like to understand some things better.
  How do you explain that I can no longer run anything in 1440p with this card when I could do 1440p no problem with the RX570 on any game and some games even at 4K? This has not been addressed in any previous responses. If I was able to get better performance previously, how is this considered an equivalent card?
  As four the X4, I read that information from the following sites:
  
  *************************************************************
  “The RX 6500 XT also doesn’t help itself by only using a PCIe 4.0 x4 interface, meaning it can only take advantage of four PCIe lanes despite fitting into an x16 (16 lanes) slot on the motherboard.”
  
  **************************************************************
  “The RX 6500 XT supports PCIe 4.0, but it’s limited to four lanes. Most buyers will still be using PCIe 3.0, and my testing shows some significant bottlenecks due to the four-lane configuration.”
  
  *********************************************************************
  “Except the PCIe interface is also just an x4 connection now, half of the Navi 23 and one-fourth of the normal x16 interface"
  
  ********************************************************
  “The shortcomings with the 6500 XT include:
  1) It's limited to PCI Express x4 bandwidth.”
  **************************************************************************
  “One potential reason for this shaky performance is that AMD has opted to include just four PCIe lanes with the RX 6500 XT, compared to the more usual eight or 16"
  
  Put yourself in my shoes for a minute.  If you received something in return that did not function as well as the previous item you had, would you not feel ****** about it? I purchased the RX570 so that I could game in at least 1440p, now I can't even do that.
  
  ******

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a **** ********** ********** ****** ** ** *** * *** ***** * ** ******* *********** * ************) for $479.99 (plus shipping).Bought as brand new, unopened. They called me to tell me they wanted to open it to re-seat the *** in the package. I requested an Opened Box discount which was refused, instead they were going to delay shipping a week to get a replacement from a different location. I agreed to this.Instead they shipped it four hours later so it has been bouncing around in the package from ******* to ************************ was rude and refused to address it, replying to my email with a cookie cutter RMA response template, expecting me to provide a box to ship it in.They expect me to cover the cost of a box to ship it back in for the **** The original box it came in is too big, and I refuse to pay out of pocket for what was dishonest and disrespect service on their's.

  Business response

  05/07/2022

  Due to the widespread issue with 12th Gen ***** processors shipping from factory in loose condition, we have taken the approach to advise our online clients and offer to open the external packaging and re-seat the processor in its shipping container or ship as is. As the ***** processors are a solid-state device (no moving parts) they would incur no damage during shipping if shipped loose in their factory packaging.
  The client requested an open box discount for us to re-seat the processor in its container. This was declined as Open Box discounts are reserved for items that have been sold, used and returned with in our return policy. As the processor was not sold, used and returned, it did not qualify for an Open Box discount.
  The client was offered a new processor that was not loose and was advised it may take up to a week for the item to be transferred to our shipping location. Luckily, we received an incoming shipment the same day and were able to ship out a new processor intact in its packaging to the client. Our Inventory system tracks serial numbers and our records show a serial number exchange where we provided the client with a new processor. Our video surveillance also shows the processor intact during the packing process. Photo attached.
  The client contacted us and advised the processor was received loose in its box and requested an Open Box discount. The request was declined as the processor was shipped intact, verified via video surveillance.The client was not satisfied and requested a refund. Refund was approved and a return waybill was provided to the client via email. Refund for the processor and shipping charge was provided once the processor was returned to our shipping location.
  We consider this situation resolved as return and refund was processed per customer request.

• Initial Complaint

  27/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 26, 2021 I visited the southside ******** Memory Express location to purchase a wi-fi card. Found one that was acceptable and went to pay for it. Attempted to use my debit card for the transaction but it was declined by the machine. Used my credit card instead and the transaction was accepted. Checked my bank balance before leaving the store and noticed that the original transaction went through as well as the second transaction. I was directed by the store to contact my bank to get the funds reversed. My bank did their investigation and Memory Express claims they have no record of the transaction at all and declined my claim. I have all my receipts as proof of the declined transaction and secondary approved transaction. Memory Express will not return the ****** funds as they claim they have no proof even when I supplied them with their own transaction receipts that were provided to me before I left the store.

  Business response

  10/06/2022

  We've been in contact with the customer prior to receiving this ******************** complaint and resolved the issue to the customers satisfaction. 

• Initial Complaint

  30/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I dropped off my graphics card for in store replacement warranty due to an intermittent issue, after 3 days testing, I called them and they found nothing wrong with it so I was gonna pick it up today but memory express hung up on me and never called me back. It seemed to be all a sudden busy so there phone system disconnects me when I attempt to call them back. I just want my graphics card back since nothing is wrong with it.

  Business response

  30/11/2021

  Thank-you for bringing this to our attention. I cannot speak to the
  dropped call with the customer. Though management did speak to the customer on
  the phone earlier that day and confirmed that he would like to pick up
  his card. We then released it to him later that day.
  
  
  He didn't seem to speak of any issues with the phone or with any Customer Service representative, he
  seemed pleasant enough and happy to be bringing his GPU home. I believe
  this can be marked taken care of however please feel encouraged to reach out to the Management team at our Winnipeg West location if you have further questions or concerns.

*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. ↩