Velocity Micro

Review: Ordered laptop computer 16 March 2013. Computer received in early April. I am unsatisified with the quality of computer; decided to ask to return it--approved on April 8th. Computer was returned to Velocity Micro on 11 April according to my [redacted] tracking number. It is the 19th of May and I still have no idea of when I will receive my refund money.Desired Settlement: I would like the agreed upon amount of refund immediately applied to my credit card.

Business

Response:

This customer was refunded last week per his request.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Review: I bought an [redacted] from radioshack on Dec.13,2012 I only got to use it for only 3 months then I started having problem with it charging, velocity micro that located [redacted] mail me another charger and it wouldn't work so I mail my tablet to them and they email me on sept.30 2013 to let me know that they have receive it,after not hearing back from them ive tried emailing them back an it told me that that email were not to be found so I gave them a phone call with the phone number [redacted] an said that this number no longer exist. so what do I need to do to get my refund back.Desired Settlement: I would like to get my refund back because to many peoples been having problems out of those mercherdise.

Business

Response:

We are sorry to hear about the issues this customer has experienced. [redacted] is a legacy product that is no longer supported by Velocity Micro. As a result, we have no units of that particular model to offer as a replacement. However, as an act of good will, we can offer this customer a comparable product in exchange.

Review: I purchased a Velocity Micro [redacted] series laptop last December from a third party seller on [redacted]. The first time I turned it on, I was notified that it was not running a licensed copy of [redacted]. I contacted Velocity Micro on 12/2/13 and received a prompt reply the next day explaining that I needed to register [redacted] with the license sticker on the laptop. This was quickly fixed. Within a couple days I then noticed that the touch pad was not working properly and would not click and drag at the same time. At this point I became nervous that we received a terrible product and reviewed the seller’s return policy, quickly learning that they do not receive computer returns and that the buyer must deal with the manufacturer for these. So, I sent another email to VM about the touch pad on 12/4/13.

I never received a reply from VM about the defective touch pad. I'm a graduate student, however, and it was near the end of the semester, so I did not have time to worry about it much then. My plan was to continue using my old laptop through the end of the semester and then transfer all my notes and install my software on it during the Christmas break.

A couple weeks later the computer would no longer load [redacted]. On 12/23/13 I contacted VM again, quite frustrated at this point from the continued problems. I had been reading the paperwork for the laptop at the time, and sent a direct email to [redacted], the address given in the paperwork for computer support.

I did not receive a reply for over two weeks, so on 1/10/14 I sent VM another message, this time going directly through their website's support ticket again. I received a prompt reply and was given some PDF docs explaining the repair process. The email explained that if the computer had been owned for over 60 days we would need to pay for inbound shipping. This was fine, since we had owned it for less than that time. On the morning of 1/13/14 I sent a reply requesting the [redacted] shipping label. After receiving no reply I sent a follow-up email on the evening of 1/14/14. I still did not receive a reply, so I sent a third follow-up email on 1/17/14, which they finally replied to and explained that my laptop only had a 90 day warranty and that it would only qualify for a shipping label for 14 days of ownership.

I replied to them again, explaining my frustration with all of the many problems I had been having with the laptop and the slow/nonexistent replies from VM. I also pointed out that the email I had received prior claimed I would receive a label for up to 60 days of ownership. I never received a reply to this email. I eventually paid for shipping and my laptop was delivered to their repair depot on 1/23/14.

On 1/26/14 I emailed VM requesting information about how to receive updates for the repair status of my laptop. I received no reply.

On 2/1/14 I contacted VM again requesting information about how to receive repair updates. I had not even been notified about the receipt of my laptop, let alone updates every 24-48 hours as their documentation had claimed. In this email I threatened going to the Revdex.com if I did not receive a reply. They replied 2/3/14 telling me that my laptop had not made it to the repair bench yet. Later that day I was updated that the hard drive had failed and was being replaced. I received my laptop in the mail the following week.

The first time I opened the laptop again I received a blue screen error. The laptop automatically shuts down every time it is closed, despite [redacted] being set to go into sleep mode. The touch pad was also still having issues. I contacted VM about this on 2/15/14 and have received no reply.

I've had a defective laptop for over three months now, and VM’s customer support has offered almost no help at all. Half the time they do not reply to my emails, and the rest of the time they send mostly unhelpful and sometimes even erroneous information about my laptop. I have never had such a poor experience with the customer support of a business in my life. Not only have I not received a reply from my email on 2/15/14, but the support ticket is now labeled as “Closed” on the Velocity Micro website, despite the fact that they have not even replied to my new problem. I have been courteous and respectful to customer support through the process, despite being extremely frustrated that I purchased what has amounted to a $400 brick last December. I did attempt to contact the third party seller to see if they would be willing to give me a refund and work on my behalf, but I received no response from them.Desired Settlement: I would like a refund for the laptop and the shipping charges I had to pay to send it to the Velocity Micro Repair Depot in addition to a shipping label provided by VM so that I can send them the returned laptop at their expense. The product has been defective since the day that it was purchased, and has remained defective even after being shipped to VM for repairs at my own expense. The laptop cost $413.74 and the shipping cost $11.72, coming to a total of $425.46. Though I will never get back the many hours I have spent trying to work with VM to get a healthy resolution, a refund would at least allow me to wash my hands of the situation and use the money to purchase a laptop that works as advertised.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Velocity Micro regarding complaint ID [redacted].

Regards,

Review: I had purchase [redacted] at [redacted] on 9/9/2012 on 5/2012 I call because I was having problem with it I send it in to the company because I had one year warranty they so call said it eas fix sent it back to me. It work for awhile then just recently I call back to tell them I was having same problem he told me that they should of sent me wall charger and he will get that sent off and I should recive a email it has almost been month have not recive email or my charger I have made numerous calls and emails someone answer phone and was rude and ask was I calling from [redacted] I said yes she hung up my warranty ends next month so I think that what the problem the phone number I was calling was [redacted] now answer machines is full cant leave message I just want my tablet working correctly Some dates might be a little off but everything was before my warranty was upDesired Settlement: If I could get brand new tablet I would accept it but they haven been very rude to good customer

Business

Response:

We apologize for the issues this customer has experienced. We are shipping a replacement tablet as was requested. It will be shipping out tomorrow 8/15 for delivery early next week.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Spoke with the consumer on Aug. 28th 2013 and he states that at this time he has not received his product that was stated would be sent out Aug. 15th 2013.

Business

Response:

I have spoken with the warranty team and they’ve instructed me that they’ll be sending out another replacement unit today. [redacted] tracking is below. You should be able to check to the status on [redacted] later this afternoon.

Tracking - [redacted]

Review: Velocity Micro has not honored a commitment I received in writing via email from their Director, Customer Care & Engineering, to refund the purchase price including "restocking fee" for my [redacted] computer purchase. I had returned the computer because the shipped product was (a) missing a key advertised feature I was expecting, and (b) did not function properly.

The [redacted] computer was advertised to include "LED-lit cooling fans", however this feature was missing. More importantly, I discovered the brand new computer would often crash when trying to wake from Windows sleep mode. Customer support was unable to provide a solution to the sleep mode issue, and no offer was made to update my computer with the advertized cooling fans. So, I decided to return the [redacted] for a refund. I had the computer for about one week.

Several weeks later I received a partial refund for my computer return, however, the company withheld about 15% of my purchase price as a "restocking fee".

On 13 December 2014, I wrote the company (via email) to complain about the restocking fee. I felt it was inappropriate to be charged a fee for returning a defective product. This was in addition to the expensive return shipping costs which I paid for.

On 15 December 2014, I received an email reply from Velocity Micro's Director, Customer Care & Engineering, [redacted], stating that the restocking charge would be removed from my account.

Based on the email from [redacted], I thought this problem was resolved, however it has now been almost 3 months and the restocking charge has not been refunded. My recent email and voice mail to the company inquiring about the status of my refund have gone unanswered.Desired Settlement: I would like the company to refund the restocking fee charged to my credit card, as promised.

Business

Response:

Our apologies to this customer for the issues that he has had with receiving a refund. A restocking fee should not have been deducted from the total cost of purchase in this instance but was done so in a clerical error. As of 3/11/15, we have issued a full refund, crediting back this customer the $132.60 due for the 15% restocking fee in question. Transaction ID for the credit is[redacted].The customer should feel free to contact us directly with any further questions or concerns.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: Hello-

I purchased a [redacted] for my daughter for Christmas. The tablet was purchased from [redacted] and was delivered in October 2013. It stayed unopen in the box until Christmas morning. The tablet was charged as per the recommendations in the box. The table does not hold a charge and will not worked unless it is plugged into a wall outlet. The tablet had a one year warranty in the fine print. I contacted both [redacted] and Velocity Micro. Each company directed me to the other company. [redacted] stated the warranty was that of Velocity Micro. I have made several attempts to contact via telephone regarding the warrenty and inquire about a replacement. A majority of the time, the call is placed to a represenitive and then hangs up. I have left voicemails without receiving any return calls. I finally was able to reach a person who informed me that support for tablets is online and he could not help me. I have sent seven to ten emails to the online support asking for help and exploring the process to return the product for a new one. I continue to not receive support, feedback or have my warranty honored.

I am hoping to have some resolution on the company and the product. A truly disappointing experience...Desired Settlement: I would love for the product to be replaced and the company to honor their warranty.

Business

Response:

The [redacted] devices were sold to [redacted] through a liquidator with no end user warranty. If this customer received a defective unit, it should be returned to [redacted] for a refund or exchange.