ComplaintsforBisconti Computers, Inc.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03-20-23: Contacted Bisconti and spoke with *******. Explained that I fix computers, but I am not familiar with Apple products. I told him it previously worked fine, and I was just changing the thermal paste when it stopped working. I explained I did not want to play guessing games at my expense because I am currently paying for two funerals, so I would like to bring it to them for a diagnostic test so I could fix it myself. This way I would know exactly what's wrong with it and prepare financially for the cost to fix it. He told me that they do not play guessing games and could pinpoint the exact issue.03-21-23: I have someone drop my Mac off at Bisconti. 03-27-23: I receive a call from Ally telling me that the issue is a faulty power switch that needs to be soldered and this is likely the only issue. She convinces me to let them fix it since it was a simple job so I wouldn't have to do it.04-21-23: A month has gone by, and I receive a call telling me that they found a issue with the power supply. I asked why they didn't know this when they performed the diagnostic that I paid for. She said she would only charge $150 for labor instead of $229 if any more issues arise to help with the cost of parts. I agree to let them fix it based on this notion. 05-08-23: I receive a call telling me that the motherboard needs to be replaced. We're now two months in and I have lost a ton of money due to not having my work computer. They're also playing guessing games at my expense, so I am not able to plan financially as originally planned. This is starting to seem like a mechanic scam where they keep adding parts and I'm already too invested to stop.05-15-23: Received call that the mother board they received is faulty. Have to wait week.05-22-23: Received another call that the other mother board they received is faulty. Have to wait another week.06-06-23: Was told they would not honor our prior agreement for $150 for labor.They still have my computer as of today.

  Business response

  06/07/2023

  Dear Better Business Bureau,
  We appreciate the opportunity to address the concerns raised by the customer regarding the service provided to their machine. As a company committed to delivering exceptional customer service, we have thoroughly reviewed the complaint and would like to provide a professional response.
  Firstly, we would like to clarify that all prices charged for the repair were approved by the customer before any work was undertaken. To ensure accuracy and transparency, we have meticulously examined the technician's notes, phone records, and quality control voice recordings of the relevant phone calls.
  It is important to note that the machine was brought to ** after the customer had attempted a self-repair, which significantly compromised its condition. As a result of the disassembly process, multiple components were damaged, and these issues were only discovered as the repair progressed. We understand the frustration this may have caused the customer, and we sincerely apologize for any inconvenience experienced.
  Considering the age of the machine and the specific parts required for the repair, we had to engage in a special sourcing process that involved additional time for shipping and receiving. Despite the circumstances, we made every effort to expedite the process and minimize any delays. Our primary objective was to ensure the repair was completed to the highest standard, taking into account the unique requirements of the customer's machine.
  We are pleased to inform you that the unit is now fully operable and awaiting the customer's pick-up. We have taken all necessary steps to address the issues that arose during the repair process, and we are confident that the machine is in optimal working condition.
  At our company, we highly value our customers and strive to provide them with the utmost satisfaction. We understand the customer's concerns and are committed to resolving this matter. Should there be any further questions or concerns from the customer or your organization, please do not hesitate to reach out to us. We are dedicated to finding a resolution that aligns with the best interests of all parties involved.
  Thank you for your attention to this matter.

  Customer response

  06/10/2023

   
  Complaint: 20152864
  
  I am rejecting this response because:

  I arranged for the retrieval of my computer today as I require it for work-related purposes. Regrettably, despite the extended duration of their possession of my computer, which spanned three months, I received no discount or a refund for the diagnostic assessment despite Bisconti's prior message stating their willingness to find a solution.

  To my dismay, the condition in which my Mac was returned to me is considerably below substandard. Given the significance of this device to my professional endeavors and the meticulous care I have taken to preserve its pristine state since its acquisition during the establishment of my company, I find the misalignment and protrusion of the screen on one side and at the bottom, accompanied by visible indications of bending, deeply concerning. They had this covered with tape so this went unnoticed. Furthermore, the power button, which was originally installed at the factory and had remained untouched since purchase prior to submitting my computer to Bisconti, was improperly positioned upon its return, exhibiting a noticeable gap within the casing. Notably, the screen also bears several unsightly marks.

  The fact that Bisconti allowed my computer to be dispatched in such an inadequate state after retaining possession for a period of three months is utterly astonishing. I cannot help but entertain the notion that these circumstances may be deliberate, possibly stemming from my prior disputes with the company. Additionally, I was not provided with the power cord for my computer. Considering the circumstances, I am contemplating entrusting another establishment, which had previously conducted an inspection, to reassess the Mac, both the original components and the newly introduced ones, and to furnish a formal statement regarding the damage inflicted by Bisconti. If the company could demonstrate such negligence in handling a seemingly straightforward task such as the power switch and screen installation, I harbor concerns regarding the quality of their internal repairs. The protracted duration and unusual requirement for numerous parts during the servicing process had already aroused my suspicion, and the current state of affairs only serves to confirm my apprehensions.
  I distinctly communicated my apprehension to Bisconti's employee, "*******," expressing my hope that they would refrain from compromising the integrity of my computer amidst our ongoing dispute.

  Lastly, it has come to my attention, through correspondence with *** from Apple, that Bisconti's claim of being Apple Certified, as conveyed to me by their employee during our first telephone conversation, is unfounded. This was a major deciding factor in doing business with Bisconti. I now hold doubts regarding the authenticity of the components installed within my computer, despite explicitly stating my preference for genuine Apple parts to Ally, who confirmed their use during our discussion. Upon visual inspection, disparities between the motherboard ports on the rear of the Mac and the old authentic Apple parts have become apparent.

  I eagerly anticipate receiving ********'s proposed course of action in addressing these grievances, as the present circumstances have fundamentally altered the nature of this matter.
  
  Sincerely,
  
  ***********************

  Business response

  06/15/2023

  Dear Better Business Bureau,
  
  We are writing in response to the complaint filed by *************************** regarding the service provided to his Mac computer. We appreciate the opportunity to address the concerns raised and provide clarification regarding the circumstances surrounding the repair.
  
  Upon thorough examination of the customer's handwritten note, it is evident that the unit was already experiencing issues prior to our involvement, which prompted **************** attempt to repair it himself. We appreciate **************** honesty in taking responsibility for damaging the power button and the power board during his disassembly of the unit. It is essential to note that our records indicate the unit had pre-existing body bending before we commenced any repairs. The details provided in **************** note align with the notes documented at the time the unit was brought to us, as indicated on the original invoice.
  
  Regarding **************** statement that the unit worked fine before his self-repair attempts, we find it contradictory to his mention of the unit's previous overheating issues. Nevertheless, we understand the frustration he may have experienced, and we empathize with his desire to resolve the performance issues.
  
  In response to **************** concern about the authenticity of the components used, we would like to clarify that our company does not claim to be Apple certified. We have never presented ourselves as such, and any suggestion otherwise is inaccurate. We adhere to the highest standards of quality and utilize only genuine, used, or re-certified components, as Apple no longer manufactures new parts for iMac units like the one in question. Our stringent quality inspection process ensures that all components we receive meet our exacting expectations for our valued clients.
  
  Regarding the duration of the repair process, it was extended due to the damaged components that existed prior to our receipt of the unit, as mentioned in **************** note. Our testing procedures involved identifying faulty components, ordering replacements, and conducting further testing once the new parts arrived. We made every effort to expedite the process and complete the repair promptly while ensuring the highest level of workmanship.
  
  We appreciate the Better Business Bureau's involvement in this matter and remain committed to resolving the issue in a fair and equitable manner. Should you require any further information or documentation, please do not hesitate to contact us.
  
  Thank you for your attention to this matter.

  Customer response

  06/17/2023

   
  Complaint: 20152864
  
  I am rejecting this response because:

  Bisconti clearly doctored the attached form to their benefit. I am attaching the original that never mentions any physical damage. I hereby refute any suggestion of acknowledging responsibility for any damage caused. I kindly request that you refrain from attributing false statements. When I entrusted my computer to Bisconti, I concede that it was not functioning properly, which compelled me to seek their assistance. However, at the time of intake, the power button was not broken as it is now, and the screen and chastity did not exhibit any signs of bending. This observation was also confirmed by your company's thorough inspection, as documented in the original form that I have attached. There is no mention of any damage to the screen or power button. I paid a significant sum of nearly $600 for the repair service, only to receive my computer back in a physically damaged state. Moreover, the issue for which it was originally brought in remains unresolved, as the computer shuts down after a mere three minutes of operation.
  In support of my claims, I am prepared to present reviews from other customers who have had similar experiences with your company, highlighting instances of deceptive practices. Additionally, I possess a review from a former employee shedding light on the operational practices of the owner. Multiple negative reviews I have examined all share a common thread: the owner consistently evades accountability for his employees' mishandling of customers' products and their poor treatment of clients. It is disheartening to note that the blame is consistently shifted onto the customers, rather than accepting responsibility. The owner has repeatedly expressed a desire to rectify such issues in public forums, presumably to maintain a positive image for the Better Business Bureau (BBB). However, I was expressly advised by ******* never to contact Bisconti again. Consequently, I am now out of pocket by $600, left with nothing more than a non-functional device. Despite my willingness to give Bisconti the benefit of the doubt and exercise patience before leaving a negative review, disputing the charges, and pursuing further action, it is disconcerting that excuses are still being made for the damage caused to my screen, the use of subpar *************, the broken power button, and the ill-treatment I received. It appears that safeguarding one's own reputation takes precedence over ensuring customer satisfaction.
  
  To clarify the facts of the case and avoid any confusion for the BBB, I would like to highlight the following points:
  1. Bisconti's employees, during the repair process, caused damage to my screen, misaligned it, and broke the power button.
  2. At no point did they disclose the presence of a bent screen or damaged power button. I had to initiate contact to address the issue. Furthermore, they covered up the damage with tape and advised against removing it until I arrived home.
  3. Upon removing the tape at home, I discovered the bent and misaligned screen.
  4. Upon contacting Bisconti regarding this matter, they promptly placed blame on me, despite the absence of any mention of a bent screen or broken power button in the intake form.
  5. Despite the substantial payment of $600, my computer remains inoperable, contrary to their claims of having fixed it to a superior condition compared to its original state. The mouse cursor moves erratically, the system freezes, and it consistently shuts down after a brief three-minute usage period.
  6. Numerous reviews from individuals who have encountered similar issues with Bisconti attest to their recurring pattern of making excuses for their deceitful behavior.
  7. While Bisconti has expressed an interest in resolving this matter with the BBB, they specifically instructed me not to contact their business again during our phone conversation.
  8. It is evident that their primary concern lies in self-preservation rather than ensuring customer satisfaction by addressing legitimate grievances.
  9. I was sold unnecessary components for my computer, as the motherboard was not damaged.
  10. Bisconti's actions make me believe that they're intentionally scamming customers.
  11. They had my computer for over three months.
  
  Sincerely,
  
  ***********************

*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. ↩