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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
26/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered a PC from their website Jan 11/2023. Unit did function properly since day one. They "cannot find the problem" ( I gave them step by step instructions on how to replicate) they refuse to refund or allow me to upgrade to a different unit. Since I suffer from ALS and am housebound the PC is my primary communication / entertainment tool. Ideally I'd like a refund or upgrade (I'll pay the difference) so I can get a functioning unitBusiness response
08/06/2023
The custom order was fulfilled on January 20th, 2023, ********* first attempted delivery on Jan 25, 2023.
******* contacted us on Feb 14th, 2023 with rebooting issues and we issued an RMA return label. When we received the computer, we found the PC's interior to be smashed and therefore could not confirm any initial errors. After repair and testing the computer, found no errors when undergoing stress tests and returned it to ******* on March 17th, 2023.
We were again contacted by ******* on March 27th, 2023 in regards to a WHEA_UNCORRECTABLE_ERROR on the PC. Again we issued a RMA return label and tested the PC. We received computer and followed their instructions to recreate the error with no success, not can we find logs of the error. As they claim the PC would crash within 5 minutes of play, test.png shows us running the game for over half an hour with no error. We then stress tested each individual parts and have also found no errors. Non-defective products are usually returned at the owner's expense, but we shipped it back free of charge.
We cannot find any evidence of a defective product while following the customer's exact instruction to recreate the error, nor could we find any errors while stress testing the PC a second time. We also do not offer refunds or returns for custom orders as written in our Return Policy.
Customer response
08/06/2023
Complaint: ********
I am rejecting this response because: issues originally described. In addition, due to improper packaging unit suffered significant damage when shipped back to customer
Sincerely,
******* *******Business response
22/08/2023
We have been informed by the client that they will be seeking legal recourse and we have been advised by our council to not respond.Customer response
22/08/2023
Complaint: ********
I am rejecting this response because: unit has not functioned since initial delivery. unit is aso significantly damaged due to improper packaging from affiliate. vendor refuses to rectify the situation necessitating legal action
Sincerely,
******* *******
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.