P C Retro

Review: THE PRIMARY NATURE INVOLVES BOTH 1) AN UNREASONABLE OR EXCESSIVE DELAY IN COMPLETING A REPAIR, AND 2) FAILURE TO RETURN ORIGINAL EQUIPMENT (SMART ADAPTOR) PROVIDED AS A PART OF THE LAPTOP THAT WAS REPAIRED. FIRST, A FRIEND OF MINE AND I WENT TO THIS LOCATION IN MID OCTOBER. I NEEDED THE SCREEN REPLACED ON MY LAPTOP. I WAS TOLD THAT I WOULD BE CALLED IN 24 TO 48 HOURS WITH AN ESTIMATE OF THE COST OF REPAIR, BUT HAD TO PAY $75 OR $85 IN ORDER TO START THE PROCESS. WE PAID THAT DAY. AFTER WAITING OVER A WEEK TO HEAR BACK FROM SOMEONE, I LEFT 2 PHONE MESSAGES AND DIDN'T GET A RESPONSE. I CALLED AGAIN AFTER 2 WEEKS AND SPOKE WITH A GENTLEMEN WHO ANSWERED THE PHONE AND TOLD ME THAT [redacted] WAS BUSY BUT WOULD CALL ME BACK THAT DAY. I NEVER HEARD FROM HER. I WAITED FOR SOME KIND OF RESPONSE, TRYING TO GIVE THEM TIME TO DO WHATEVER THEY NEEDED TO DO, BUT NO ONE CALLED ME AT ALL. IN LATE NOVEMBER, I CALLED THE CORPORATE OFFICE. I EXPLAINED TO HIM (JASON) THAT NO ONE HAD COMMUNICATED WITH ME ABOUT MY COMPUTER AND IT HAD BEEN THERE OVER A MONTH. HE TOLD ME THAT HE AGREED WITH ME THAT IT WAS TAKING TOO LONG AND SOMEONE SHOULD HAVE RETURNED MY CALL OR COMMUNICATED WHAT WAS GOING ON WITH MY COMPUTER. HE SAID HE WOULD CHECK ON IT AND CALL ME BACK. HE CALLED ME BACK THE NEXT NIGHT (OR THE NIGHT AFTER THAT) AND TOLD ME THE COST, AND TO GO TO THE [redacted] LOCATION TO PAY [redacted] THE $85 TO REPLACE THE SCREEN. I WENT WITHIN AN HOUR OF HIS CALL AND PAID. SHE TOLD ME IT WOULD BE READY IN ONE WEEK. IT WAS NOT. IT WASN'T READY UNTIL DECEMBER 12TH, ALMOST 2 MONTHS LATER!

THIS LEADS TO THE SECOND AND MOST IMPORTANT ISSUE FOR ME: WHEN SHE CALLED ON THURSDAY (ALMOST A WEEK AFTER SHE TOLD ME IT WOULD BE READY), I WENT TO PICK IT UP. WHEN I GOT THERE, SHE PLACED THE LAPTOP ON THE TABLE, OPENED IT UP, TURNED IT ON AND IT WORKED FINE. SHE HANDED ME THE PAPERWORK TO SIGN FOR ITS RETURN AND I SIGNED. I NOTICED THAT THE ADAPTOR WAS MISSING AND ASKED HER WHERE IS THE ADAPTOR. HER RESPONSE WAS "OH. YOU GAVE US AN ADAPTOR? I'M SORRY. DON'T WORRY ABOUT IT. I HAVE ANOTHER ONE." I DIDN'T WANT TO MAKE A SCENE IN THE STORE BECAUSE THERE WERE OTHER PEOPLE THERE AND I WAS ALREADY PRETTY ANGERED BY THE FACT THAT THEY TOOK SO LONG, SO I DECIDED THAT SINCE JASON IN CORPORATE HANDLED THE OTHER ISSUE THAT HE'D HANDLE THIS ONE. AS SOON AS I GOT HOME THAT NIGHT, I CALLED HIS NUMBER AND LEFT A DETAIL MESSAGE THAT THEY HAD STOLEN MY SMART ADAPTOR. MY COMPUTER DOESN'T EVEN FUNCTION AT THE SAME CAPACITY WITHOUT IT AND IT GIVES ME MULTIPLE MESSAGES EVERY TIME I USE IT NOW OF THAT FACT. I DIDN'T HEAR FROM HERE FOR A WHOLE WEEK. I THEN SENT AN EMAIL TO THE COMPANY AND HAVEN'T HEARD ANYTHING FROM THEM.

THIS COMPANY HAS EXTREMELY POOR BUSINESS PRACTICES AND I BELIEVE THAT THEY WOULD'VE KEPT MY COMPUTER HAD I NOT BEEN RESPONSIVE. THEY ACTUALLY STOLE MY SMART ADAPTOR, A VERY EXPENSIVE AND SPECIAL KIND OF ADAPTOR, THAT MOST COMPUTERS DON'T HAVE UNLESS IT IS A HIGH QUALITY COMPUTER. THE ONE THEY REPLACED MY ADAPTOR WITH IS AN HP ADAPTOR, BUT A CHEAPER VERSION. I HAVE THE MIND TO REPORT THEM TO THE POLICE FOR THEFT, BECAUSE I KNOW THAT THIS WAS DONE INTENTIONALLY AND NOT BY ACCIDENT. THEIR BLATANT AVOIDANCE OF MY REQUESTS TO RESOLVE THIS ISSUE BY REPLACING MY ADAPTOR WITH THE ORIGINAL ADAPTOR OR ONE EXACTLY LIKE IT HAVE BEEN IGNORED. THIS SURPRISES ME AFTER THEY TOOK ALMOST 8 WEEKS TO REPLACE A LAPTOP SCREEN, SOMETHING THAT BESTBUY SAYS COULD HAVE BEEN DONE IN LESS THAN ONE WEEK, EVEN IF YOU HAVE TO ORDER THE PART. THE CUSTOMER SERVICE IN THIS PLACE IS PAST RIDICULOUS, BUT THE FACT THAT THEY DON'T RETURN THE CUSTOMER'S ORIGINAL EQUIPMENT IS CRIMINAL!Desired Settlement: I DON'T WANT ONE OF THEIR OLD HP ADAPTORS, I WANT MINE OR A NEW ONE JUST LIKE IT. I ALSO WANT THEIR BUSINESS PRACTICE THAT THEY KEEP PEOPLE'S EQUIPMENT FOR EXTRAORDINARILY LONG TIME PERIODS AND DO NOT COMMUNICATE WITH THE CUSTOMER REGARDING THE STATUS OF THE COMPUTERS LEFT IN THEIR CARE.