Anthony Edward Unlimited

Complaint: [redacted] I am rejecting this response because: Some sort of refund would be niceThe unit was working other than the port before I sent it inI'd be happy to give it to them for parts if they wanted itThey told me they ran an extensive diagnostics check and it was working properly other than the HDMI portThe very least they could do would be to give me the shipping cost back and maybe $for the consoleIf I knew then what I do now I would have never sent the console in to them in the first placeNot being able to repair it is one thing but returning it in worst shape twice with plastic still broken although it was [redacted] fault then which was only partially fixed is crazyThis is probably one of the worst customer services I've ever seenYes they keep you informed and they respond back quicklyI was actually going to write them a testimony before I got it back and noticed it wasn't working because I thought some of the reviews were wrong about their service when things happen out of their control but obviously now I'm notI guess it's worth a fight for them to take $from people and break their console and refuse to offer any type of refund at allIt's not like I'm asking for a full replacement cost of a new console which would be like $200-$or being completely ridiculous about itI'm just asking for a we are sorry this happened and it seems to be our fault and we understand your frustration and would be happy to refund your shipping costs and maybe a small replacement fee for the console considering it was working when they received it other than the HDMI port which they confirmed through their testing or so they say Regards, [redacted]

We have reviewed the customer payment to us for the order We have provided and completed a full refund for the amount that the customer paid for our repair services We certainly apologize for the [redacted] situation and have provided a full refund to resolve the situation As a final option, we stand by our offer to provide a discounted replacement console if the customer prefers to trade in the current unit

ORDER # [redacted] LAST MODIFIED: JANUARY 26, AT 10:AM FIRST NAME LAST NAME EMAIL PHONE NUMBER CONSOLE SERIAL NUMBER [redacted] Williams Jokerz WARRANTY START DATE CONSOLE TYPE MANUFACTURER PAID CURRENT REPAIR STATUS Warranty Not Set Pinball playstation NO SI NOT SET PROVIDED TRACKING NUMBER RETURN TRACKING NUMBER TOTAL PROTECTION TP TRACKING NUMBER TP RETURN TRACKING NUMBER CONSOLE CONDITION I have a right flipper not working and the credit button also isn't working SHIPPING ADDRESS BILLING ADDRESS [redacted] *** We received an online service order from the customer on 1/in the early afternoon We reached him at the phone number in his order and discussed the machine and customer needs Customer stated he had the keys and manual We scheduled him for a home service call as his order for the following Tuesday at his home Our service rate is $for 60+ mile travel distance and we are $80/hr plus parts for in home pinball service Service call was confirmed for the following Tuesday at 10amDuring the conversation customer mentioned he needed a replacement plunger for the machine We asked him for part numbers from the manual and he didn’t know We offered for him to take some pictures and reply through his order and email We then stated to the customer that it would definitely require a second trip with parts unless we had them ordered and paid for prior to our appointmentWe contacted the customer by phone on Monday the day before his appointment stating we did not receive any photos or part numbers for replacement parts to be ordered We stated if he wanted to move the appointment away from the next morning we could do that or we would arrive at our planned schedule to review the machine to order the replacement parts as needed Tuesday our technician Vince arrived at his home as specified The customer stayed with Vince the entire time he serviced the machine Upon arrival Vince was notified from the customer that the machine would not start now and he could not play it With this Vince immediately got to work The condition of the machine was fair and definitely needed a good cleaning after years of usage There was visible damage to the ball shooter plunger which was wrapped with electrical tape Rubbers in the entire machine were dried and shredding from the pinball’s themselves being damaged due to the broken plunger strike point Removed the translight and viewed main boards during power up Computer seemed to boot normally More than twenty bulbs were not lit Main issue customer had inadvertently changed the batteries and reset the settings on the machine away from freeplay Inserted a credit and was able to get the machine to start a game to customers surprise Vince explained to him that the freeplay setting would need to be reapplied and walked the customer through the setting on the machineTesting the game in play found that the right flipper was not operating Shut the unit down and went further to troubleshoot Removed the lockdown bar, glass and lifted the playfield to inspect the inner mechanicals and electronics under the playfield Found that the unit needed a new end of stroke switch which was damaged and broken in half for the right flipper The right slingshot of the machine was broken at the switch and the switch itself was dangling inside of the unit very close to a group of other wires where it could easily vibrate and touch The switch was riveted together and needed total replacement unless I were to drill out the rivets and replace with screws on site I did use some rubber parts from my box to insulate and secure the switch until the part could be replaced I went over these items in front of the customer The customer seemed to understand at that point that due to the amount of broken and damaged parts that we would order and replace them immediately to avoid further issues I then dictated a phone message to myself to list all of the parts with the customer next to me so he heard everything that was required The list ” New end of stroke switch right flipper new plunger and shaft new slingshot target switch new balls new plunger rubber two dozen bulbs” The conversation then covered replacing the rubbers as they were also needed and does require the playfield be disassembled for those parts to be replaced Vince did verbalize to the customer that due to the number of broken parts, having the machine at our shop would be the most cost effective option to perform all of the service needed Asked customer what he would like to do as it was clear we would have to return with a group of parts to do just the mechanical/electrical repairs To be noted, our policies do not charge for a return service call, just hourly rate of $for return with parts costs added Customer was charged for the $service call for travel and gas expense, $80/hr for service and fuses and rubbers for partsCustomer paid @ Vince left and felt that the machine was coming to the shop as the customer stated he could get it to us The following morning there were multiple messages to our business from the customer From: [redacted] Sent: Tuesday, January 24, 8:PM To: Video Game Subject: Re: Your account has been updated Hi VinceI played my pinball machine and the flipper isn't workingI need you to give me a call and let me know what we need to doThanks [redacted] We responded via email that morningThe unit has damaged parts inside that must be replaced We can order the parts, please notify us when you plan to bring the unit in for servicing Vince was driving to another service call and reached out to the customer a short time later Customer stated that his wife came home and became all upset with him over the machine not working He continued to press Vince and during the conversation Vince stated “This is a very awkward call that I am a pinball technician” “and we are discussing how your wife is upset with your pinball machine needing parts” Vince has a wife, and offered to speak with the customers wife directly if it would help to understand the repair options betterSeemed to go back and forth as customer kept saying his wife was upset about what the repairs cost Customer repeatedly stated that I should order parts right away so he could get it up to us and get it back quickly The call ended upon agreeing that the machine needed to come into the shop to be repaired and this again was the most cost effective repair option we could offer We updated the customer the following day We are awaiting your unit to arrive and have started ordering parts to complete the obvious repairs found during the site visitPlease keep us posted on when you plan to get the unit to us 2017-01-10:03:HERE is the customer response: [redacted] No Thank youRepairing it myself! Ordered parts online alreadyI can do what you did at my house for far less cheaper and IT WILL BE FIXED!! 2017-01-10:14:In summary, the customer initially states in his complaint that we went there to fix a flipper problem When actually the machine didn’t start for him and had many problems that were being ignored The pinball machine did receive a full evaluation of mechanical and some electrical parts broken on his machine Our technician traveled over miles and spent over an hour at the customer’s home If the customer is now empowered to do it on his own, we wish him the best of luck From the very beginning the customer should have expected at minimum two trips and parts required This was stated in the initial call, the follow up the day before the visit, and again after It is unreasonable to think that the customer should expect the machine to be running perfectly after hour of service, especially with limited information prior to the appointment At this point, our business has ordered parts specific to his machine at the customer’s request There is a balance due for these parts associated with the order

Our business received the customer’s order on 7/for repair The [redacted] system was unpacked and sent to an engineer at our facility for estimate of repair options The customer states in the service order they completed with our website “ [redacted] , I plugged the HDMI cord in and it sparkedI tried other cords and a different port on the tv as well as other tv's so I assume the port is fried on my ***”The unit was disassembled and ran through our diagnostics process to determine the failure point and options we could provide to the customer for repair of the machine During our process, we quickly noticed that a section of the main motherboard which controls the high definition video output of the machine showed burn marks and circuits were significantly damaged The damage is consistent with lighting or other high voltage strikes we have seen in the past and due to the significant damage we could not offer a cost effective repair option to the customer Due to the system design by the manufacturer, the main motherboard which had the damage is directly matched with all of the other electronic parts of the system and thus would require the entire inside of the unit be replaced to correct the damage associated with this specific repair issue While this is not common for our repair service to not provide a repair option to the customer, we explained the situation in writing to the customer and offered them a few options to resolve the situation Due to the significant failure, we offered to provide a trade in of the damaged machine for a working unit at a discounted option Additionally, we offered to scrap the unit at no charge to the customer As a final option we offered to return the unit with a diagnostics and return shipping fee to cover the return of the 12lb package The customer requested the return of their unit and we reassembled and returned the unit on 7/ Customer received the unit on 7/ Customer contacted us and stated that the unit arrived and there was damage to the shell of the system Our service clearly states in our terms and conditions that we are not responsible for damage done by shipping however we without delay acted upon the situation to assist our customer We immediately processed a [redacted] damage claim investigation with the customer’s shipment and had [redacted] return at our expense to retrieve and return the package to us for damage claim processing The package was picked up by [redacted] as per our instructions and returned to our facility We immediately reviewed the order and found that the unit had plastic damage to the shell and unit and we immediately replaced all of the parts that were damaged Due to the machine not being a repairable unit, we did not provide any electronics service as it would not operate 100% and could not be repaired due to the original issues we documented when the unit was received by us The unit did power up upon our receipt, however we did not provide any additional testing due to the non repair option Normally the standard damage investigation with [redacted] takes a minimum of days to process and receive a response back from *** Based on the issue with the cosmetic damage, and the unit not being repairable due to the damage with the internal video electronics, the unit was released after only a few days to return to the customer with the cosmetic parts replaced at no charge to the customer Customer received the unit on 8/and stated that the unit appeared to have more damage to the system as well as the system did not operate in any capacity when it was received However troubling this may seem, it has no bearing on the service we provided as we repaired the cosmetic damage and retuned the unit to the customer at no additional charge We responded to the customer that we would offer a discounted option, but due to the electronics damage originally noted we would not be able to offer a repair option Electronics failures do not heal themselves and only get worse and we cannot be held responsible for an issue with the machine which was outside of our control We did not provide a repair warranty and clearly indicated the unit did not have repair options due to the significant electronics damage we documented to the customer The following day we received the Revdex.com complaint notification We would not ask for the unit to be returned and the only option we could offer at this point is a discounted replacement tested working system at an additional charge to avoid further claims that the electronics damage to their unit was caused by our service

ORDER #[redacted] LAST MODIFIED: JANUARY 26, 2017 AT 10:20 AM FIRST NAME LAST NAME EMAIL PHONE NUMBER CONSOLE SERIAL NUMBER [redacted]
[redacted] Williams Jokerz WARRANTY START DATE CONSOLE TYPE MANUFACTURER PAID CURRENT REPAIR STATUS ...

Warranty Not Set Pinball playstation NO SI NOT SET PROVIDED TRACKING NUMBER RETURN TRACKING NUMBER TOTAL PROTECTION TP TRACKING NUMBER TP RETURN TRACKING NUMBER CONSOLE CONDITION I have a right flipper not working and the credit button also isn't working SHIPPING ADDRESS BILLING ADDRESS [redacted]
[redacted]
[redacted]
[redacted]
[redacted] **
[redacted]       We received an online service order from the customer on 1/18 in the early afternoon.  We reached him at the phone number in his order and discussed the machine and customer needs.  Customer stated he had the keys and manual.  We scheduled him for a home service call as his order for the following Tuesday at his home.  Our service rate is $95 for 60+ mile travel distance and we are $80/hr plus parts for in home pinball service.  Service call was confirmed for the following Tuesday at 10am. During the conversation customer mentioned he needed a replacement plunger for the machine.  We asked him for part numbers from the manual and he didn’t know.  We offered for him to take some pictures and reply through his order and email.    We then stated to the customer that it would definitely require a second trip with parts unless we had them ordered and paid for prior to our appointment. We contacted the customer by phone on Monday the day before his appointment stating we did not receive any photos or part numbers for replacement parts to be ordered.  We stated if he wanted to move the appointment away from the next morning we could do that or we would arrive at our planned schedule to review the machine to order the replacement parts as needed.  Tuesday our technician Vince arrived at his home as specified.  The customer stayed with Vince the entire time he serviced the machine.  Upon arrival Vince was notified from the customer that the machine would not start now and he could not play it.  With this Vince immediately got to work.  The condition of the machine was fair and definitely needed a good cleaning after years of usage.  There was visible damage to the ball shooter plunger which was wrapped with electrical tape.  Rubbers in the entire machine were dried and shredding from the pinball’s themselves being damaged due to the broken plunger strike point.  Removed the translight and viewed main boards during power up.  Computer seemed to boot normally.  More than twenty bulbs were not lit.   Main issue customer had inadvertently changed the batteries and reset the settings on the machine away from freeplay.  Inserted a credit and was able to get the machine to start a game to customers surprise.  Vince explained to him that the freeplay setting would need to be reapplied and walked the customer through the setting on the machine. Testing the game in play found that the right flipper was not operating.  Shut the unit down and went further to troubleshoot.  Removed the lockdown bar, glass and lifted the playfield to inspect the inner mechanicals and electronics under the playfield.  Found that the unit needed a new end of stroke switch which was damaged and broken in half for the right flipper.    The right slingshot of the machine was broken at the switch and the switch itself was dangling inside of the unit very close to a group of other wires where it could easily vibrate and touch.  The switch was riveted together and needed total replacement unless I were to drill out the rivets and replace with screws on site.  I did use some rubber parts from my box to insulate and secure the switch until the part could be replaced.     I went over these items in front of the customer.  The customer seemed to understand at that point that due to the amount of broken and damaged parts that we would order and replace them immediately to avoid further issues.  I then dictated a phone message to myself to list all of the parts with the customer next to me so he heard everything that was required.  The list ” New end of stroke switch right flipper new plunger and shaft new slingshot target switch new balls 3 new plunger rubber two dozen bulbs”   The conversation then covered replacing the rubbers as they were also needed and does require the playfield be disassembled for those parts to be replaced.  Vince did verbalize to the customer that due to the number of broken parts, having the machine at our shop would be the most cost effective option to perform all of the service needed.  Asked customer what he would like to do as it was clear we would have to return with a group of parts to do just the mechanical/electrical repairs.   To be noted, our policies do not charge for a return service call, just hourly rate of $80 for return with parts costs added.  Customer was charged for the $95 service call for travel and gas expense, $80/hr for service and fuses and rubbers for parts. Customer paid @191.  Vince left and felt that the machine was coming to the shop as the customer stated he could get it to us.  The following morning there were multiple messages to our business from the customer.  From: [redacted] Sent: Tuesday, January 24, 2017 8:09 PM To: Video Game 911 Subject: Re: Your account has been updated.   Hi Vince. I played my pinball machine and the flipper isn't working. I need you to give me a call and let me know what we need to do. Thanks [redacted] We responded via email that morning. The unit has damaged parts inside that must be replaced.  We can order the parts, please notify us when you plan to bring the unit in for servicing.  Vince was driving to another service call and reached out to the customer a short time later.  Customer stated that his wife came home and became all upset with him over the machine not working.  He continued to press Vince and during the conversation Vince stated  “This is a very awkward call that I am a pinball technician”… “and we are discussing how your wife is upset with your pinball machine needing parts”    Vince has a wife, and offered to speak with the customers wife directly if it would help to understand the repair options better. Seemed to go back and forth as customer kept saying his wife was upset about what the repairs cost.  Customer repeatedly stated that I should order parts right away so he could get it up to us and get it back quickly.  The call ended upon agreeing that the machine needed to come into the shop to be repaired and this again was the most cost effective repair option we could offer.  We updated the customer the following day.  We are awaiting your unit to arrive and have started ordering parts to complete the obvious repairs found during the site visit. Please keep us posted on when you plan to get the unit to us.       2017-01-26 10:03:58 HERE is the customer response: [redacted]         No Thank you. Repairing it myself! Ordered parts online already. I can do what you did at my house for far less cheaper and IT WILL BE FIXED!!      2017-01-26 10:14:40 In summary, the customer initially states in his complaint that we went there to fix a flipper problem.  When actually the machine didn’t start for him and had many problems that were being ignored.  The pinball machine did receive a full evaluation of mechanical and some electrical parts broken on his machine.  Our technician traveled over 70 miles and spent over an hour at the customer’s home.  If the customer is now empowered to do it on his own, we wish him the best of luck.  From the very beginning the customer should have expected at minimum two trips and parts required.  This was stated in the initial call, the follow up the day before the visit, and again after.  It is unreasonable to think that the customer should expect the machine to be running perfectly after 1 hour of service, especially with limited information prior to the appointment.  At this point, our business has ordered parts specific to his machine at the customer’s request.  There is a balance due for these parts associated with the order.

Complaint: [redacted]
I am rejecting this response because:
Some sort of refund would be nice. The unit was working other than the port before I sent it in. I'd be happy to give it to them for parts if they wanted it. They told me they ran an extensive diagnostics check and it was working properly other than the HDMI port. The very least they could do would be to give me the shipping cost back and maybe $50 for the console. If I knew then what I do now I would have never sent the console in to them in the first place. Not being able to repair it is one thing but returning it in worst shape twice with plastic still broken although it was [redacted] fault then which was only partially fixed is crazy. This is probably one of the worst customer services I've ever seen. Yes they keep you informed and they respond back quickly. I was actually going to write them a testimony before I got it back and noticed it wasn't working because I thought some of the reviews were wrong about their service when things happen out of their control but obviously now I'm not. I guess it's worth a fight for them to take $50 from people and break their console and refuse to offer any type of refund at all. It's not like I'm asking for a full replacement cost of a new console which would be like $200-$300 or being completely ridiculous about it. I'm just asking for a we are sorry this happened and it seems to be our fault and we understand your frustration and would be happy to refund your shipping costs and maybe a small replacement fee for the console considering it was working when they received it other than the HDMI port which they confirmed through their testing or so they say.
Regards,
[redacted]

We have reviewed the customer payment to us for the order.    We have provided and completed a full refund for the amount that the customer paid for our repair services.  We certainly apologize for the [redacted] situation and have provided a full refund to resolve the situation.  As a final option, we stand by our offer to provide a discounted replacement console if the customer prefers to trade in the current unit.

Our business received the customer’s order on 7/13 for repair.  The [redacted] system was unpacked and sent to an engineer at our facility for estimate of repair options.  The customer states in the service order they completed with our website “[redacted], I plugged the HDMI...

cord in and it sparked. I tried other cords and a different port on the tv as well as other tv's so I assume the port is fried on my [redacted]”The unit was disassembled and ran through our diagnostics process to determine the failure point and options we could provide to the customer for repair of the machine.  During our process, we quickly noticed that a section of the main motherboard which controls the high definition video output of the machine showed burn marks and circuits were significantly damaged.  The damage is consistent with lighting or other high voltage strikes we have seen in the past and due to the significant damage we could not offer a cost effective repair option to the customer.  Due to the system design by the manufacturer, the main motherboard which had the damage is directly matched with all of the other electronic parts of the system and thus would require the entire inside of the unit be replaced to correct the damage associated with this specific repair issue.  While this is not common for our repair service to not provide a repair option to the customer, we explained the situation in writing to the customer and offered them a few options to resolve the situation.  Due to the significant failure, we offered to provide a trade in of the damaged machine for a working unit at a discounted option.  Additionally, we offered to scrap the unit at no charge to the customer.  As a final option we offered to return the unit with a 29.95 diagnostics and return shipping fee to cover the return of the 12lb package.  The customer requested the return of their unit and we reassembled and returned the unit on 7/21.  Customer received the unit on 7/29.  Customer contacted us and stated that the unit arrived and there was damage to the shell of the system.  Our service clearly states in our terms and conditions that we are not responsible for damage done by shipping however we without delay acted upon the situation to assist our customer.  We immediately processed a [redacted] damage claim investigation with the customer’s shipment and had [redacted] return at our expense to retrieve and return the package to us for damage claim processing.  The package was picked up by [redacted] as per our instructions and returned to our facility.  We immediately reviewed the order and found that the unit had plastic damage to the shell and unit and we immediately replaced all of the parts that were damaged.  Due to the machine not being a repairable unit, we did not provide any electronics service as it would not operate 100% and could not be repaired due to the original issues we documented when the unit was received by us.  The unit did power up upon our receipt, however we did not provide any additional testing due to the non repair option.   Normally the standard damage investigation with [redacted] takes a minimum of 14 days to process and receive a response back from [redacted].  Based on the issue with the cosmetic damage, and the unit not being repairable due to the damage with the internal video electronics, the unit was released after only a few days to return to the customer with the cosmetic parts replaced at no charge to the customer.  Customer received the unit on 8/16 and stated that the unit appeared to have more damage to the system as well as the system did not operate in any capacity when it was received.  However troubling this may seem, it has no bearing on the service we provided as we repaired the cosmetic damage and retuned the unit to the customer at no additional charge.  We responded to the customer that we would offer a discounted option, but due to the electronics damage originally noted we would not be able to offer a repair option.  Electronics failures do not heal themselves and only get worse and we cannot be held responsible for an issue with the machine which was outside of our control.  We did not provide a repair warranty and clearly indicated the unit did not have repair options due to the significant electronics damage we documented to the customer.   The following day we received the Revdex.com complaint notification.  We would not ask for the unit to be returned and the only option we could offer at this point is a discounted replacement tested working system at an additional charge to avoid further claims that the electronics damage to their unit was caused by our service.

Review: It all started when I sent my ps3 to be repaired. They diagnosed my system and informed me it would cost $89.95 to repair with a 90 day warranty, or they would give me $20 for my system. I paid them 89.95 for my system to be repaired. Upon receiving the system, I used it for a week and the same issues returned. I contacted the seller and returned the system. They tried to fix it again and took 1-2 months of testing and attempted repairs before informing me of results. At that point, I asked for my $89.95 and my system back, but was informed they could not give me the system because it was "archived." They also said they could not refund my 89.95 because it had been over 60 days and my only option was to give me a NEW system and controller for $177.00 with the 89.95 as credit. When I received the "new" system, the controller was obviously used, and the system had several saved games, the earliest of which was back in 2011. I then contacted them and they said that it was data they had transferred from my old system which is impossible because I have never owned or played any of these games. When I went back to see a response on their means of communications, they had deleted my last post. I then reentered my last post and saved a screenshot of it. A few days later my post was deleted again. I then entered another post saying my post was deleted and saved another screenshot for my records. A few days later, I tried every means to log back in including trying a "forgot password" link but received no emails which indicated to me that my account had been deleted. Therefore my communication with them regarding this matter was cut off.Desired Settlement: My preferred outcome to the problem is to get a monetary amount of $286.95 : $20 for my original system that their company has "archived", $89.95 for the failed repair, and $177 for the "new" system that was not new as they had promised. I will gladly return the system and controller if and when the seller agrees to $286.95.

Business

Response:

Customer [redacted] created order which we received the

unit in June to repair. We received unit

and provided repairs which failed shortly after the customer received the

unit. We received the unit returned

under warranty and found that the issues were growing and were not going to

allow for a stable unit which was deemed not repairable. The customer was provided with a low cost

replacement system with credit from previous repairs. The customer was not satisfied. Reached out to us and we contacted him back

at every point. Customer then left the

order without a response until November.

As per our terms and conditions the order was put into paid storage for

almost 90 days. The customer again contacted us in November and was escalated and

spoke with our manager who offered the upgraded new replacement super slim

250GB model which sold around the holiday at $289 and up instead of the 160GB

model which was posted in the account for the SAME discounted PRICE already

offered. The customer storage fees were

completely waived and the discounts were again applied. Due to the length of

time the order was stored we may have not been able to recover the data and we

used a standard recovery to test the unit with stored information. The customer could just clean the unit and start

fresh with the new system there is no other option we could provide due to the situation. We did provide a highly discounted replacement

machine which was completely tested and was never returned for any warranty

issue. We have provided the copies of the order information

from the customer account for reference.

Business

Response:

We have received the customer information and acknowledge that they had communication issues with our company system. While we appreciate that some of the issues with the communication responses were on our time we will extend an additional $40 paypal only payment to discount the customer order further. This should drop the price of the replacement unit to less than what the customer states as our competition pricing as well as offer additional for the customer to agree to what they request for value of the damaged system. Please send the paypal money request to [redacted] immediately to complete the order and complaint with our company.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is good enough of a solution to the the entire situation behind both me and the company.

Regards,

Review: Ok, I sent my [redacted] to this company to have the HDMI port fixed. I used their total protection shipping in hopes of keeping it from being damaged. I got their box in the mail and although I thought it looked like it needed more packaging material I packaged it as they requested and sent it to them. After they diagnosed my [redacted] they decided they did not have the needed materials to fix it and I was given the option of having it shipped back or trading it in and paying for a newer model. I decided to have it shipped back since all the other ports besides the HDMI port worked and it was still usable. When I got it back the package was all beat up and some of the plastic was cracked on my [redacted]. I told [redacted] and the company and was instructed to let [redacted] pick it up and they would file a claim and get it fixed. After receiving it back for the second time (packaged much better) some of the plastic was repaired but not all of it. I was going to just let this go and inform them that it wasn't all fixed in hopes of getting some sort of refund. I then went to turn the game on and it no longer even works. I informed them of this issue and they got combative as they did when I told them the plastic was broken. They are telling me that it worked when they sent it off and if I want I can send it back and pay for it to be fixed.... again.... I sent them a working game console and received a broken game console back that no longer works. They refuse to fix it and continue to place the blame for what happened on other people. They get combative anytime you act like they did anything wrong. I have been as nice as I can be about this entire issue. I have not called them because every review I read says they cuss their customer's out and I do not want to get involved in a confrontation like that.Desired Settlement: I really don't want to send my [redacted] back to them for them to try to fix it again for fear of receiving back a [redacted] that might not even be repaired correctly. I have been out of my console for about a month. I would really like for them to refund my $50 I spent shipping it to them and back to myself as well as a replacement fee of my [redacted] that they broke. I would assume the replacement fee would be around $100 give or take, maybe less since the HDMI port didn't work. I am just very skeptical of having them fix it because I'm afraid they do not know what they are doing and with the way they act they may purposely do something else to cause my [redacted] to fail later out of spite. Just by reading reviews and other console repair people saying they don't repair things correctly leads me to wonder what these people even do. They must have damaged something taking it apart and putting it back together to cause it to not even come on anymore.

Business

Response:

Our business received the customer’s order on 7/13 for repair. The [redacted] system was unpacked and sent to an engineer at our facility for estimate of repair options. The customer states in the service order they completed with our website “[redacted], I plugged the HDMI cord in and it sparked. I tried other cords and a different port on the tv as well as other tv's so I assume the port is fried on my [redacted]”The unit was disassembled and ran through our diagnostics process to determine the failure point and options we could provide to the customer for repair of the machine. During our process, we quickly noticed that a section of the main motherboard which controls the high definition video output of the machine showed burn marks and circuits were significantly damaged. The damage is consistent with lighting or other high voltage strikes we have seen in the past and due to the significant damage we could not offer a cost effective repair option to the customer. Due to the system design by the manufacturer, the main motherboard which had the damage is directly matched with all of the other electronic parts of the system and thus would require the entire inside of the unit be replaced to correct the damage associated with this specific repair issue. While this is not common for our repair service to not provide a repair option to the customer, we explained the situation in writing to the customer and offered them a few options to resolve the situation. Due to the significant failure, we offered to provide a trade in of the damaged machine for a working unit at a discounted option. Additionally, we offered to scrap the unit at no charge to the customer. As a final option we offered to return the unit with a 29.95 diagnostics and return shipping fee to cover the return of the 12lb package. The customer requested the return of their unit and we reassembled and returned the unit on 7/21. Customer received the unit on 7/29. Customer contacted us and stated that the unit arrived and there was damage to the shell of the system. Our service clearly states in our terms and conditions that we are not responsible for damage done by shipping however we without delay acted upon the situation to assist our customer. We immediately processed a [redacted] damage claim investigation with the customer’s shipment and had [redacted] return at our expense to retrieve and return the package to us for damage claim processing. The package was picked up by [redacted] as per our instructions and returned to our facility. We immediately reviewed the order and found that the unit had plastic damage to the shell and unit and we immediately replaced all of the parts that were damaged. Due to the machine not being a repairable unit, we did not provide any electronics service as it would not operate 100% and could not be repaired due to the original issues we documented when the unit was received by us. The unit did power up upon our receipt, however we did not provide any additional testing due to the non repair option. Normally the standard damage investigation with [redacted] takes a minimum of 14 days to process and receive a response back from [redacted]. Based on the issue with the cosmetic damage, and the unit not being repairable due to the damage with the internal video electronics, the unit was released after only a few days to return to the customer with the cosmetic parts replaced at no charge to the customer. Customer received the unit on 8/16 and stated that the unit appeared to have more damage to the system as well as the system did not operate in any capacity when it was received. However troubling this may seem, it has no bearing on the service we provided as we repaired the cosmetic damage and retuned the unit to the customer at no additional charge. We responded to the customer that we would offer a discounted option, but due to the electronics damage originally noted we would not be able to offer a repair option. Electronics failures do not heal themselves and only get worse and we cannot be held responsible for an issue with the machine which was outside of our control. We did not provide a repair warranty and clearly indicated the unit did not have repair options due to the significant electronics damage we documented to the customer. The following day we received the Revdex.com complaint notification. We would not ask for the unit to be returned and the only option we could offer at this point is a discounted replacement tested working system at an additional charge to avoid further claims that the electronics damage to their unit was caused by our service.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Some sort of refund would be nice. The unit was working other than the port before I sent it in. I'd be happy to give it to them for parts if they wanted it. They told me they ran an extensive diagnostics check and it was working properly other than the HDMI port. The very least they could do would be to give me the shipping cost back and maybe $50 for the console. If I knew then what I do now I would have never sent the console in to them in the first place. Not being able to repair it is one thing but returning it in worst shape twice with plastic still broken although it was [redacted] fault then which was only partially fixed is crazy. This is probably one of the worst customer services I've ever seen. Yes they keep you informed and they respond back quickly. I was actually going to write them a testimony before I got it back and noticed it wasn't working because I thought some of the reviews were wrong about their service when things happen out of their control but obviously now I'm not. I guess it's worth a fight for them to take $50 from people and break their console and refuse to offer any type of refund at all. It's not like I'm asking for a full replacement cost of a new console which would be like $200-$300 or being completely ridiculous about it. I'm just asking for a we are sorry this happened and it seems to be our fault and we understand your frustration and would be happy to refund your shipping costs and maybe a small replacement fee for the console considering it was working when they received it other than the HDMI port which they confirmed through their testing or so they say.

Regards,

Business

Response:

We have reviewed the customer payment to us for the order. We have provided and completed a full refund for the amount that the customer paid for our repair services. We certainly apologize for the [redacted] situation and have provided a full refund to resolve the situation. As a final option, we stand by our offer to provide a discounted replacement console if the customer prefers to trade in the current unit.

Review: I brought one of my devices to the Video Game 911 to receive a quote on how much it would cost to repair it. They advertise a free estimate on their main website and publicize lowest price guarantee. I was contacted by one of their repair technicians stating that it would be over $100 to repair device and asked if I wanted it to be repaired. $100 being higher than the value of the machine, I declined the service and stated that I would come to pick up the device. A few days later I received a call asking if I wanted to have the device repaired again, I repeated that I did not and would come to pick up the machine. The customer care representative said I needed to pay a fee for the assessment of the device, $24. When I asked her where the fee was stated in the terms and conditions the sales representative said that she did not know and while we looked at the terms and conditions simultaneously neither could find it stated. She asked to call me back, after few minutes the sales representative notified me that the store has a written proof of their policy in the store. Not having seen this sign I asked her to take a picture of it and send it to my email. After ten minutes I received two pictures of the sign, one being half way blocked by a cabinet, the other was taped on the flat part of the counter under her keyboard. Knowing that this is illegal I calmly called them back attempting resolve the matter. The sales representative was unreasonable and snappy, asking personal questions ex: "Why do you even want it back?" Not being able to support her legal claims she handed the phone to the service technician. As soon as he began speaking on the phone he was very aggressive and short tempered. He continued to raise his voice, stating that the policy was written in the terms and conditions. I asked him to state where- but he refused. I said that I would contact the Revdex.com and he completely lost his temper, yelling "Are you trying to run me out of business" and I hung up the phone.Desired Settlement: I do not want people to be treated the way I was treated in the future. I am not the only one who has had this issue. After the conversation ended I looked at the reviews for the business online and I am not the first person this has happened to.There were many reviews stating how violent and short tempered the staff members act. I want my Xbox the device I gave to them ,to be shipped to me paid for by them. I feel threatened. I am not comfortable going in person to the business.

Business

Response:

Attached document contains pictures of customer order and text as well as the internal modifications made to the unit which led to the issue which we could only resolve with replacing the unit. There was no repair option that could be offered for the customer due to the situation with the machine.

Received unit in store drop off, customer named [redacted]

[redacted] created the order at our terminal in the store where terms for in store

orders are displayed. Unit is an elite

xbox console only with power supply for inspection, diagnostics and estimate

for services. The unit does not have an

original factory warranty seal, but is refurbished model from another

vendor. The unit has had significant

previous repairs completed on the unit, and also is setup with a fan modification

(connectors and red wiring) to turn the fan on higher speeds. The manufacturer does not recommend

this. These types of changes cause additional

failures to be more destructive, thus limiting additional repair options for

the customer. Our engineer spends

considerable more time on units such as these which are modified so significantly

to get a baseline of tests completed with the system for repair options. It does require for a full disassembly, just

to complete basic tests. Regrettably this unit did not pass any major

tests for repair options.

We stated the information to the customer in writing in

their order as well as tried to explain to them the nature of the situation in

terms of repair of the machine. We could

not provide a stable repair option to the customer however we offered a discounted

replacement option for the elite model system which was well below other options. The option provided comes with a 90 day

warranty as well as additional discounts were provided to the customer for

additional $5 off the replacement option.

Customer spoke with our service

via our account system as documented below.

This is the information they see in the account, which shows the text of

our communications and dates/times.

Our service manager does confirm that he was pressed to take

a call when the customer would not work with our customer service agent who was

doing everything she could to help the customer further. When speaking with the manager, the customer

continued to threaten suit against our company.

Service manager is a technical person who is responsible for explaining

the nature of the situation to the customer.

The customer would not accept that we were not responsible for any wrong

doing and we did provide them with a discounted replacement option to accommodate

them. Customer was offered a free

service to avoid any hate speech about our inability to satisfy the customer further. We would return the unit at no charge. Customer was not satisfied with that and

continued and then hung up. Our service does

provide free estimate with a repair option and was clearly offering

documentation to support our terms which are documented with every order we

receive. Our service manager could not provide any

option, even with free services to the customer without them still pressing the

call. Customer could not be satisfied

without the complaint filing and feels justified that we pay to ship the unit

again at our expense. If the customer

does not want the heavily damaged unit, we will scrap the unit and close the

order at no charge. If the customer

wants the unit returned, they will need to make payment immediately so we can

return the unit to them with UPS shipping services. We can still offer the replacement unit as an

option if the customer would like to spend less for a working unit with

warranty.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted]. The store may scrap my unit at no charge. This complaint I filed had nothing to do with money but how I was treated and how others have been treated. The business has disrespected customers and threatened them time and time again. They false advertise on their website to get every last dollar they can from their customers. I hope that from now on the business will reconsider how they treat and serve their customers. I doubt this will be the last complaint for this business.

Regards,