ComplaintsforComputerland of Berkeley

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Money was taken and I was Sold a defective product.

  Business response

  08/20/2024

  Dear BBB,

  Thank you for the opportunity to respond to this complaint. Below is our account of the situation:

  On June 13, 2024, the customer, *********************, brought in his Apple iPhone 14 Pro Max for a screen repair. At the time of service, we offered two options: (1) an Apple genuine LCD replacement, which required a wait of three days and was more expensive, and (2) an aftermarket OLED screen, which was more affordable and could be installed the same day. The customer chose the latter option, prioritizing cost and convenience.

  We completed the repair on the same day, and ************ spent a considerable amount of time in front of our store, testing the new screen. He expressed satisfaction with the quality and functionality of the screen before leaving. Our surveillance cameras captured this interaction, confirming that the customer was pleased with the repair at the time of pick-up.

  The total amount for the repair was $303.96 ($285 plus tax). As clearly stated in our invoice, which the customer signed and dated at the time of payment, we provide a 30-day warranty for all repairs. This warranty covers any defects or issues related to our workmanship or parts used during the repair. The disclaimer, including the warranty terms, is printed under the invoice and was acknowledged by the customer with his signature.

  Unfortunately, ************ returned on August 13, 2024, exactly 60 days after the initial repair, stating that the screen had issues. Upon inspection, we noticed physical damage on the side and corner of the phone, which indicated that the phone had likely been dropped, causing the screen malfunction.

  Despite the fact that the phone was out of warranty and showed signs of physical damage, we still offered ************ a goodwill gesture by waiving the labor costs for a potential repair and providing a discounted price for the parts. However, the customer declined our offer and instead requested a full refund or a free repair, even though the warranty period had expired, and the damage appeared to be caused by an external factor.

  We believe that we have acted in good faith, providing options that suited the customer's needs at the time of repair and offering further assistance when he returned outside of the warranty period. We remain committed to helping resolve any concerns ************ may have within the limits of our policies and terms.

  Thank you for your understanding.

  Best regards,
  ************
  Service Manager
  ComputerLand of Berkeley

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