Computer Upgrade King

Hi, This is regarding Case Number [redacted] We understand that Mr [redacted] is currently waiting for the funds which we have previously refunded, to return to his account Mr [redacted] original purchase on Saturday Feb did not pass our credit card fraud verification/screening process and so on Monday Feb (we are out the office on weekends) we cancelled the order and initiated a refund through our credit card processing portal [redacted] A copy of this refund confirmation is attached under the name "Transaction Receipt.pdf" Also attached is a screenshot labeled "Order_100007967.jpg" which shows our website shopping portal [redacted] , confirming that a full refund occurred on February At the time we initiated the refund on Feb 13, we notified Mr [redacted] that depending on his financial institution, that the funds could take up to business days to reach his account and that we have no control over this process once we initiate the refund through [redacted] At this point, it has only been business days, and so Mr [redacted] should patiently wait for his bank to return the funds to his accountDue to Presidents Day falling on Feb and banks being closed, business days would fall on Tuesday Feb We have done everything in our power to refund the customer via the method which was used for his original purchasePlease feel free to let us know if there is any further information that we can provide to satisfy this caseThanks, Phil

At first, there were issues with order placementI ordered a particular model, days later they ran out of stock However they cleared it up real quick, and Computer King worked diligently to make sure I was a satisfied customerOutstanding efforts by their team, they offered a similar model (actually little better than my original choice), with the same or better features So far - a couple months later - I am still happy with my purchase, even though I have yet to test warranty issues

As the customer has admitted, he has
held the item for over days and the first point of contact was made days
after receiving the itemIf the customer had contacted us within the first
days we would have allowed him to return the item for a refund or a
/>
replacementOur policies are clearly outlined on our *** storefront and we
The customer also opened an A-Z case with *** which looks at the claim of
both the buyer and the seller and makes a decision on the outcomeThey decided
in our favor, so the customer came back and tried to threaten lawsuits as well
as this case unless we would give in to his demands for a refundWhile we are
not offering a refund, we are providing repair for free with prepaid label

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below-The seller is lying again; *** DID in fact honor the requested refund of $300, due to the item being misrepresented as new, when it was NOT newLet that sink in to the readers and the seller if he is looking at this: *** RULED IN FAVOR OF THE BUYER THROUGH REASON OF THE ITEM BEING FALSELY ADVERTISEDThe seller has the audacity to state in a Revdex.com forum that *** ruled in his favor, which is an outright lie*** ruled in the Buyer's favorIf anyone is in doubt of this, they can post to this complaint and ask for a full copy of the case details that show how *** ruled, and how the $refund request was honored due to the item being falsely advertisedNote, the seller listed the item in at least TWO places on the *** Buy It Now listing as "New", not "new/other" or "used" or "refurbished"If one has any doubts, check the *** listings for Computer Upgrade King to see how many items they list in the Buy It Now listing as "New"If you have any amount of critical thinking in your brain, you will see that this seller is selling many items at great prices (yes, the prices are good), but the items are most likely NOT newWhich leads to the second point-...what exactly is "new"? According to the Virginia Code of Prohibited Practices, section 59.1-(the seller is based in VA), the seller is breaking that codeThe item involved in this case was not new, yet was advertised as newIf one can subjectively sell anything as "new" after passing their own version of quality control on it, then clearly the world would be full of "new" 8-track players, "new" brick sized cell phones, and any other item that one could use to hypothesize this absurd perceptionThe seller is also clearly toying with the ethical code of what is "new", as they think applying a new warranty to an item (but with a day return policy, mind you) somehow makes the items "new" again-per the customer service rep AND a tech support rep at ***, the motherboard on this laptop is a *** motherboard, and it MAY NOT accept a *** recovery discYes, *** recovery was installed via a partitioning of the hard drive, but the reps at *** said that even THAT may not workThat element of this story alone means that, should the laptop break, it is not repairable unless I would buy a whole new motherboardIf you have dabbled in computers at all, one knows that when the motherboard crashes, one has to realistically look for a new computer unless you have a significant way of saving on repair costs (tech friends, a bucket of spare parts, etc.)This laptop was proven to be a *** refurbished item, and yet the seller seems to think they can call it newThe correct listing should have been "Refurbished", not "New"It's just that simple
-regarding the quoted Virginia code of prohibited practices, the seller is in violation of themThe VA code specifically states that an item cannot be listed as new if it is not newThe code is viewable online The seller is peddling reclaimed/refurbished items as newThere is no way to use semantics to say something is "new", when in fact it is not "new", but refurbished and thus rewarranted, but not "new"I was told directly by *** that the original warranty on this item was expired, and that a 2nd warranty was appliedThat does not make this a new laptopAgain, the seller is either lying or falsely applying a confusing set of semantics to try and cover the fact that yes, they are selling refurbished/reclaimed items as newSaying something is new does not make it newThe laptop involved in this dispute was already months old when it was purchased on *** by the buyer
-regarding general communication with this seller, and this point will cover just about the reset of the seller's nefarious verbiage in their response, the flow emails via the *** case dispute is possibly the longest *** has ever seenThere are many entries, primarily from the buyer to the seller, that were never answered by the seller other than with a 'if you don't like it send it back for a full refund.' They did try to iterate that the item was new, when, as mentioned above, it was NOT newThe seller repeatedly refused to honor a partial refund as requested by the buyer, and they had no response to their ripping off the buyer on shipping costs other than to eventually offer a partial shipping cost refund as a way of resolving the caseNote, the seller tried in all ways to NOT fully answer the buyer's questions, nor were they able to refute the claims made by the buyerAgain, the *** case emails will show an almost comical trail of how the seller made few and minimal answers, tried to tell the buyer how it would end, and when the case resolved in the buyers favor, the buyer was honored his partial refund requestFor the seller to post to a Revdex.com complaint even more lies, well, that says that the general review of tech consumer chat rooms online where they attack negative feedback by attacking the person who posted it is how they operateHowever, THIS consumer has a full trail of communications showing the entire chain of events, and that communication record speaks for itself
In closing this specific entry, I'll iterate that the seller sold a non-new item as newThey falsely advertised it as new, when it was in fact a refurbished/reclaimed item; this was proven by ***, who stated the item's original warranty was expired, that the item was over a year old when sold on ***, and the item was re-warranted by someone else (*** was trying to cover for ***, btw)*** ruled in favor of the buyer by granting the requested $refundThe seller originally accepted a payment for 2nd day air *** shipping at the time of the order, yet they shipped it groundProof is available upon request to anyone that needs it, and that is something the seller can't do - they can't prove the item in question (and likely all of their other items) was new when it was sold on ***
Regards,
* ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI have several emails I can provide if needed which support my concern. I was given the advice to try a replacement because they had not seen this issue before. The following statement is from one of their technicians. "I can initiate a RMA for an exchange, but again, I cannot guarantee a new unit will resolve the issue; it is likely though, since we do not hear back from many Wcustomers with heat dissipation issues such as yours." Which is what led me to the decision to try a replacement. I was also told the replacement would come with an additional day warranty. I contacted CUK about he same issue withing the second days and requested a refund if they could not fix the issue. As you can see I was denied both. They can neither fix the issue nor provide a refund
I find it very curious they decided later this was surely a design issue without ever contacting the manufacturer of my laptop. I would think if there is truly a design issue the manufacturer would back their product. I asked CUK several times if I should send it to *** to look at and was told to send it to CUK instead. Ultimately all of this led me to being outside of their day window and I now have a laptop that can't be used after about minutes because it gets too hot for me to handle
One last note in regards to their day policy. Here is the last communication I received from CUK about the policy before being completely denied "We offered a refund within the day return policy, and my associate warned that it is a design flaw, and might not be something an exchange would take care of, and exchange was chosen at that time, which provided an additional days from the date of exchange that we would have given a refund as it was another unit, which I do not see any contact within that time frame concerning the problem again"
I explained to him and have proof that I contacted the company within the additional days I was suppose to be given but was completely disregarded on this matter. Again they stated it was a design flaw, did not contact the manufacturer about it, and would not provide a refund. This is the reason I have filed a complaint with the Revdex.com to help me come to a resolution with this company. I don't believe they are adhering to their own policies and would not investigate the issues I am seeing because it's a design flaw and not their problem. They are suppose to be an authorized *** service provider but apparently won't collaborate with *** on these issues
I have contacted *** about this issue and they are not sure why CUK can't find the problem. I was instructed to send it to *** for them to look at but I am hesitant to do so. I would rather receive a refund and be rid of the issue all together. I would be asking the same of *** if I would have purchased it from them directly
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was sold a defective product, and expect a full refund
Regards,
*** ***

We have investigated the situation and it appears that *** received our shipments incorrectly into their system, and that is the reason for the mix up. We are very sorry for any inconvenience this has caused and we are currently trying to rectify the situation with *** via cases.

At the time of purchase, January 8, 2016, the customer was fully aware of the year manufacturer warranty on the official stock parts and our year parts and repair warranty on the SSD, RAM, and HDD upgraded by us as these details were explicitly mentioned on the listing before the purchase was
made.On the date of initial contact, February 29, 2016, the customer was already outside our advertised day return/exchange policy period, so the only option moving forward was troubleshooting and repair under warranty Computer Upgrade King provided troubleshooting steps and documentation for removing a single RAM DIMM at a time to troubleshoot RAM as a potential culprit to the issues experienced Communications with the customer ceased abruptly in March 2016, and the customer did not reply back to us until late October At this time, the customer requested a replacement unit despite an month gap in communication.We notified the customer that the order only qualified for a RMA for repair under warranty and proceeded as such We have since processed two RMA's for repair (we provided prepaid shipping labels both times per our warranty policy), and after each RMA request, the unit was returned to the customer as our RMA technicians did not encounter any issues after various repairs/testing We have continued corresponding with the customer since and had the customer perform a factory reset in hopes that the issues experienced were software/OS based on their end We have even provided remote session support to try and avoid a third RMA.As of today, the year ASUS warranty has since expired for the customer's unit, but the SSD, RAM, and HDD configured by us are still under our year warranty As initial point of contact was outside the day grace period, we can only continue supporting the customer for repairs If another RMA is necessary and a stock ASUS part is deemed the culprit, the customer will be liable for out of warranty repair fees, but if our RMA team determines that the RAM, SSD, and/or HDD is the culprit, we will repair free of charge since those parts are still under warranty Again, even if issues were prevalent since day one, the fact remains that the customer initially contacted us 30+ days later and did not keep us updated for months, so we cannot provide a replacement and/or full refund per policies explicitly advertised at the time of purchase.Thanks,Clarence

We have investigated the situation and it appears that *** received our shipments incorrectly into their system, and that is the reason for the mix up. We are very sorry for any inconvenience this has caused and we are currently trying to rectify the situation with *** via cases

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have several emails I can provide if needed which support my concern. I was given the advice to try a replacement because they had not seen this issue before. The following statement is from one of their technicians. "I can initiate a RMA for an exchange, but again, I cannot guarantee a new unit will resolve the issue; it is likely though, since we do not hear back from many Wcustomers with heat dissipation issues such as yours." Which is what led me to the decision to try a replacement. I was also told the replacement would come with an additional day warranty. I contacted CUK about he same issue withing the second days and requested a refund if they could not fix the issue. As you can see I was denied both. They can neither fix the issue nor provide a refund I find it very curious they decided later this was surely a design issue without ever contacting the manufacturer of my laptop. I would think if there is truly a design issue the manufacturer would back their product. I asked CUK several times if I should send it to *** to look at and was told to send it to CUK instead. Ultimately all of this led me to being outside of their day window and I now have a laptop that can't be used after about minutes because it gets too hot for me to handle One last note in regards to their day policy. Here is the last communication I received from CUK about the policy before being completely denied "We offered a refund within the day return policy, and my associate warned that it is a design flaw, and might not be something an exchange would take care of, and exchange was chosen at that time, which provided an additional days from the date of exchange that we would have given a refund as it was another unit, which I do not see any contact within that time frame concerning the problem again" I explained to him and have proof that I contacted the company within the additional days I was suppose to be given but was completely disregarded on this matter. Again they stated it was a design flaw, did not contact the manufacturer about it, and would not provide a refund. This is the reason I have filed a complaint with the Revdex.com to help me come to a resolution with this company. I don't believe they are adhering to their own policies and would not investigate the issues I am seeing because it's a design flaw and not their problem. They are suppose to be an authorized *** service provider but apparently won't collaborate with *** on these issues I have contacted *** about this issue and they are not sure why CUK can't find the problem. I was instructed to send it to *** for them to look at but I am hesitant to do so. I would rather receive a refund and be rid of the issue all together. I would be asking the same of *** if I would have purchased it from them directly
Regards,
*** ***

About months ago, I ordered a new laptop that was upgraded from stock by Computer Upgrade King After running beautifully for two weeks, it suddenly started crashing I troubleshooted the problem to a bad memory module Computer Upgrade King immediately shipped a replacement pair of DIMMs, and I was back up and running in very short order Every email correspondence I traded with this reseller was very promptly and courteously answered They were wonderful to work with and are proven to stand behind their warranty

Hi, This is regarding Case Number [redacted].  We understand that Mr. [redacted] is currently waiting for the funds which we have previously refunded, to return to his account.  Mr. [redacted] original purchase on Saturday Feb 11 did not pass our credit card fraud verification/screening process and...

so on Monday Feb 13 (we are out the office on weekends) we cancelled the order and initiated a refund through our credit card processing portal [redacted].  A copy of this refund confirmation is attached under the name "Transaction Receipt.pdf".  Also attached is a screenshot labeled "Order_100007967.jpg" which shows our website shopping portal [redacted], confirming that a full refund occurred on February 13.  At the time we initiated the refund on Feb 13, we notified Mr. [redacted] that depending on his financial institution, that the funds could take up to 5 business days to reach his account and that we have no control over this process once we initiate the refund through [redacted].  At this point, it has only been 3 business days, and so Mr. [redacted] should patiently wait for his bank to return the funds to his account. Due to Presidents Day falling on Feb 20 and banks being closed, 5 business days would fall on Tuesday Feb 21.  We have done everything in our power to refund the customer via the method which was used for his original purchase. Please feel free to let us know if there is any further information that we can provide to satisfy this case. Thanks, Phil

Hi, Firstly I have attached our RMA manager's certifications.  We are an authorized Lenovo service center. Secondly, the customer had full disclosure on return policies of Newegg, as they are listed at Newegg's site, it is the customer's responsibility to read return policies. As can be...

seen here. http://kb.newegg.com/FAQ/Article/1755Customer does not understand how manufacturers advertise battery life.When they state "Up to 6.5 hours"  It is not real world, this is a known fact in Laptops.  This is the data sheet from the customer's purchase.https://s3.amazonaws.com/isby/lenovopartnernetwork.com/upload/4/docs/da...⇄ you can see, the company has as disclaimer in the materiel.  https://s3.amazonaws.com/isby/lenovopartnernetwork.com/upload/4/docs/datasheet...⇄ life (and recharge times) will vary based on many factors including system settings and usage. A description of the environment under which the test was performed is available upon request" Here is a benchmark on the 15" version of what the customer has, which is also on that copy I linked to.http://www.notebookcheck.net/Lenovo-ThinkPad-E555-Notebook-Review.129863.0.ht...⇄ battery of the ThinkPad manages an idle runtime of 6:44 hours, the TravelMate is slightly behind. We simulate the idle conditions with the Battery Eater Reader’s Test, which uses the lowest display brightness while the energy-saving features are activated and all the wireless modules are deactivated. Load results in a runtime of 1:31 hours" Customer never asked for testing method.  We would simply give the unit a full charge, calibrate the battery via the computer's calibration software and see how well it does surfing the net. Also I never guaranteed a restocking fee, we simply said, if there are no defects and the unit is blemished, and / or has damaged / missing packaging, there could be a restocking fee.  Customer has a prepaid label, but is holding on to the computer, they need to ship it, to us as soon as possible, as we have a 30 day return policy.  The restocking fee can be up to 50%, but likely will not be, as that would be an extreme case, such as the customer destroyed the computer on purpose or something similar.  Also note, if there is a defect there will be no restocking fee.   Again customer has the free UPS label to ship it back and they are refusing for these reasons they gave, I am hopping Newegg knows how to fight a PayPal case as this is ridiculous, if a customer wants to return something, they need to return it.  Restocking fees are not out of the norm for any retailer. Thanks,Todd

The customer purchased a [redacted]...

[redacted] with upgraded RAM. The item is new because we are an authorized reseller and service provider of [redacted] products. We resell them under our own brand when we change the configuration. The model number in the listing ([redacted]), is a model that is sold with 4GB RAM, we are the only company that currently offers this model number with an 8GB RAM upgrade. There is no way to upgrade the RAM without opening the unit. In addition we clearly state in the listing that the unit has an 8GB RAM upgrade performed by us.
At no point in the communication between us and the customer, did they express doubts or ask us questions into the details of the order. We were only contacted once, asking when the item was going to ship. When we told them it was in the queue for being upgraded, the only response was that they did not get a tracking number that day. If this had indeed thrown up a red flag for the buyer, we did not receive any communication, only a request for tracking. Any concerns that the buyer mentioned in the original Revdex.com message were not given to us, and we would have been more than fine to cancel the transaction or address the customers concerns if we were only given the opportunity. The first official communication about any issues was an opened [redacted] case claiming they were unsatisfied and demanded a partial refund for $300.
In the case, they stated the item was not as described. The complaints posted in this case do match the ones posted in the [redacted] case. However, they are invalid in the case that the item is not as described. I have addressed the customer’s complaints in the paragraphs below.
The first issue was that we put our seal over the [redacted] one. We sell upgraded configurations under our brand because they have a 3 year warranty on the upgrade, with 3 year diagnostics on the machine. We handle the warranty, as a result we put our brand on the machine. In addition the seal is broken because we cannot upgrade the laptop without going through the [redacted] seal. We advertise it as modified, we do not hide that fact in any way. There is absolutely no way to upgrade it and keep the [redacted] seal. The same applies for the bag seal. If the customer had purchased the base model, we would not open or break the seal as they purchased a stock model. We try and explain this on [redacted], and we urge customers to contact us with any questions as we will certainly address them and their needs.
The second issue is the **. The [redacted] comes with [redacted] 7 pre-installed as advertised in the listing. It also does come with [redacted] 8 recovery DVDs because of a [redacted] program called “[redacted] downgrade rights”. This gives the customer the ability to install [redacted] 7 on a [redacted] 8 machine and vice versa. The discs are provided to upgrade to [redacted] 8. We have no control over how the system is originally configured. This is how it comes to us from [redacted], and we advertise the unit with the ** installed, as we cannot advertise [redacted] 8 and ship it with [redacted] 7. If the buyer wanted to reinstall [redacted] 7, they could have asked and we would be happy to provide instructions. The system is supported with [redacted] 8 and thus there is a [redacted] 8 sticker on the back. [redacted] is determined to have [redacted] 8 replace [redacted] 7, which is why they are supposedly planning to end retail sales of [redacted] 7 this year.
As the item was shipped as described in the listing, we offered them either the cost of shipping if they chose to keep the order or return for partial refund. The customer requested $300, and was willing to go down to $200 for a partial refund to keep the order.
For the VA law, this is not applicable, because as mentioned this item is New. It is a new item that has been opened to perform modifications. It has not been used for anything, never shipped to another customer. We purchase the item, open it, upgrade and test. After that process takes places, then it is repackaged under our branding to our customers. We offer this service complimentary as it lowers the rate of returns and defects due to our testing policies and procedures, reducing the chance that a customer will get a dead on arrival system.
In terms of reviews posted by buyers on other sites. The reviews left by our VP are in response to false claims or customer fraud. If we make a mistake on a customer order we will do our best to get them a refund if they are unhappy. We even cover shipping in all cases if the fault lies with something we did to fulfill that order. We do not believe in allowing false claims to be made against our company, and we will work to disprove them so that buyers are properly informed. If a complaint is valid, we will acknowledge it, and we will mention what we did to either resolve or attempt to resolve the issue. We would not have high [redacted] and Amazon feedback if this was not the case.
For the late shipping, we actually shipped and delivery early. The item was purchased on Feb 2nd. It had a 10 day handing time. They received the item and opened a case on the 7th, earlier even than the estimated shipping date.
The 6 Revdex.com cases are all escalations where the buyers did not receive the resolution they desired. These are all cases that were already decided by the payment processor and the buyer was unsatisfied with the result or even after getting a full refund. We have been selling on [redacted] for many years and we do detail everything that we can detail accurately in the listing to prevent issues with customers, however we cannot take a $300-$200 loss on a transaction due to customers not reading the listing before purchasing. EBay requires that customers read the listings before purchasing.
I also do wish to add that the case was decided in our favor and the customer was not given the $300 original claim. We are still completely open to the buyer returning the item and will provide a shipping label so they do not lose money.

I purchase a computer from www.CUKUSA.com on 5/30/16, my card was charged 6/1/16, note that they called to verify card information on 6/1/16. Received no updates whatsoever, I called persisently on 6/3/16, sent several emails but no response. I called several times on 6/6/16 also with no response, they finally decided to give me a call back on 6/6/16 in the afternoon only to inform the computer I ordered a week ago was not in stock.
Any reliable company would not have unavailable items listed on their website, if the item some how slipped the cracks and did not get removed for whatever reason you would think a reliable company would contact you immediately prior to charging your card to inform you that the item is not in stock.
CLEARLY Computer Upgrade King is not a relaible company. I read many negative reviews but decided to give them a try due to low pricing. I'm now starting school without a computer thanks to CUKUSA.com
They called to inform they were cancelling the order without providing a solution to their mistake, isn't that lovely?
Jordan
F[redacted]

Hi, Firstly I have attached our RMA manager's certifications.  We are an authorized Lenovo service center. Secondly, the customer had full disclosure on return policies of Newegg, as they are listed at Newegg's site, it is the customer's responsibility to read return...

policies. 
As can be seen here.
 
http://kb.newegg.com/FAQ/Article/1755
Customer does not understand how manufacturers advertise battery life.
When they state "Up to 6.5 hours"  It is not real world, this is a known fact in Laptops.  This is the data sheet from the customer's purchase.
https://s3.amazonaws.com/isby/lenovopartnernetwork.com/upload/4/docs/datasheet-t...⇄ />  
As you can see, the company has as disclaimer in the materiel.
 
https://s3.amazonaws.com/isby/lenovopartnernetwork.com/upload/4/docs/datasheet-t...⇄ />  
"
2
Battery life (and recharge times) will vary based on many factors including
system settings and usage. A description of the environment under which the test was performed is available upon request" 
Here is a benchmark on the 15" version of what the customer has, which is also on that copy I linked to.
http://www.notebookcheck.net/Lenovo-ThinkPad-E555-Notebook-Review.129863.0.html<...⇄ />  
"The battery of the ThinkPad manages an idle runtime of 6:44 hours, the TravelMate is slightly behind. We simulate the idle conditions with the Battery Eater Reader’s Test, which uses the lowest display brightness while the energy-saving features are activated and all the wireless modules are deactivated. Load results in a runtime of 1:31 hours"
 
Customer never asked for testing method.  We would simply give the unit a full charge, calibrate the battery via the computer's calibration software and see how well it does surfing the net.
 
Also I never guaranteed a restocking fee, we simply said, if there are no defects and the unit is blemished, and / or has damaged / missing packaging, there could be a restocking fee. 
Customer has a prepaid label, but is holding on to the computer, they need to ship it, to us as soon as possible, as we have a 30 day return policy. 
The restocking fee can be up to 50%, but likely will not be, as that would be an extreme case, such as the customer destroyed the computer on purpose or something similar.
 
Also note, if there is a defect there will be no restocking fee. 
 
Again customer has the free UPS label to ship it back and they are refusing for these reasons they gave, I am hopping Newegg knows how to fight a PayPal case as this is ridiculous, if a customer wants to return something, they need to return it.  Restocking fees are not 
out of the norm for any retailer.
 
Thanks,Todd

Customer is beyond the 30 day return policy, as they purchased on Dec 12th 2015.  When customer first spoke of the warm palm rest, the Customer Service Dept, advised that it was a design flaw, and an exchange might not be the proper method of resolving the customer's issue.  This was...

mentioned multiple times in communication before the unit was sent back for exchange.  The RMA department gave the customer a new computer, per the customer's request for an exchange.  This computer and the previous generation are known to have warm palm rests, and is simply a design flaw.  We have tested the palm rest being warm, and did not find it uncomfortable, so though a design flaw, it is also subjective as to what is acceptable amount of heat.  We offered to break policy and allow an exchange for an open box unit that would match or exceed the specifications of the customer's current computer, as the customer's unit is now an open box unit that will have to be sold for a loss.  Customer did not accept this resolution, and chose to have us send them back their computer.  Ultimately they have a working computer and it is not defective.

At first, there were issues with order placement. I ordered a particular model, days later they ran out of stock.
However they cleared it up real quick, and Computer King worked diligently to make sure I was a satisfied customer. Outstanding efforts by their team, they offered a similar model (actually little better than my original choice), with the same or better features.
So far - a couple months later - I am still happy with my purchase, even though I have yet to test warranty issues.

Review: I have returned my laptop to this company twice now for replacement/repair with no luck of getting it fixed. The laptop has an issue with too much heat under my left palm. After discussing this issue with the company several times they said it's a design issue.. At first it was a "possible" design issue and they recommended a replacement. I tried this with no luck. I returned it a second time and was told they could not fix it and they would not issue a refund even though I've had the same problem since I purchased this laptop. They are also suppose to be an authorized [redacted] service provider yet when they ran across this issue they refused to contact [redacted] for help or any kind of fix. I called [redacted] and they said to get the laptop back and send it in to them for evaluation and repair. I'm very dissatisfied with the service I received from Computer Upgrade King. I don't feel like they back their products and when faced with an issue they find a way out of it. I spent over $2,000 on this laptop and their best guess was a design issue which they wouldn't even confirm this was the case with the manufacturer. I think this makes CUK and [redacted] look bad. They refused to give a refund even though I contacted them within the 30 day window they require. Their best solution was to trade me for a USED UNIT! Why would I pay over $2K only to end up with a used computer that may or may not have the same specs I desire? I have the computer and will be sending it in to [redacted] myself. I hope they can fix it but I would much rather have a refund. I would at least like this reported to [redacted] so they know what kind of service their "authorized service provider" is providing. I guess if they can't fix it they will just give you a used one...Desired Settlement: I hope the company can provide a refund and become aware they need to actually provide a service instead of finding an excuse to not fix something. And the last thing they should do is offer a used unit for the replacement of a new one. The least they could have done is worked with the manufacturer to identify the issue and how to resolve this problem. Instead they chose to do nothing because they couldn't figure it out themselves.

Business

Response:

Customer is beyond the 30 day return policy, as they purchased on Dec 12th 2015. When customer first spoke of the warm palm rest, the Customer Service Dept, advised that it was a design flaw, and an exchange might not be the proper method of resolving the customer's issue. This was mentioned multiple times in communication before the unit was sent back for exchange. The RMA department gave the customer a new computer, per the customer's request for an exchange. This computer and the previous generation are known to have warm palm rests, and is simply a design flaw. We have tested the palm rest being warm, and did not find it uncomfortable, so though a design flaw, it is also subjective as to what is acceptable amount of heat. We offered to break policy and allow an exchange for an open box unit that would match or exceed the specifications of the customer's current computer, as the customer's unit is now an open box unit that will have to be sold for a loss. Customer did not accept this resolution, and chose to have us send them back their computer. Ultimately they have a working computer and it is not defective.

Consumer

Response:

I have reviewed the offer and/or response 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.I have several emails I can provide if needed which support my concern. I was given the advice to try a replacement because they had not seen this issue before. The following statement is from one of their technicians. "I can initiate a RMA for an exchange, but again, I cannot guarantee a new unit will resolve the issue; it is likely though, since we do not hear back from many W541 customers with heat dissipation issues such as yours." Which is what led me to the decision to try a replacement. I was also told the replacement would come with an additional 30 day warranty. I contacted CUK about he same issue withing the second 30 days and requested a refund if they could not fix the issue. As you can see I was denied both. They can neither fix the issue nor provide a refund. I find it very curious they decided later this was surely a design issue without ever contacting the manufacturer of my laptop. I would think if there is truly a design issue the manufacturer would back their product. I asked CUK several times if I should send it to [redacted] to look at and was told to send it to CUK instead. Ultimately all of this led me to being outside of their 30 day window and I now have a laptop that can't be used after about 30 minutes because it gets too hot for me to handle. One last note in regards to their 30 day policy. Here is the last communication I received from CUK about the policy before being completely denied "We offered a refund within the 30 day return policy, and my associate warned that it is a design flaw, and might not be something an exchange would take care of, and exchange was chosen at that time, which provided an additional 30 days from the date of exchange that we would have given a refund as it was another unit, which I do not see any contact within that time frame concerning the problem again" I explained to him and have proof that I contacted the company within the additional 30 days I was suppose to be given but was completely disregarded on this matter. Again they stated it was a design flaw, did not contact the manufacturer about it, and would not provide a refund. This is the reason I have filed a complaint with the Revdex.com to help me come to a resolution with this company. I don't believe they are adhering to their own policies and would not investigate the issues I am seeing because it's a design flaw and not their problem. They are suppose to be an authorized [redacted] service provider but apparently won't collaborate with [redacted] on these issues. I have contacted [redacted] about this issue and they are not sure why CUK can't find the problem. I was instructed to send it to [redacted] for them to look at but I am hesitant to do so. I would rather receive a refund and be rid of the issue all together. I would be asking the same of [redacted] if I would have purchased it from them directly.

Regards,

I purchase a computer from www.CUKUSA.com on 5/30/16, my card was charged 6/1/16, note that they called to verify card information on 6/1/16. Received no updates whatsoever, I called persisently on 6/3/16, sent several emails but no response. I called several times on 6/6/16 also with no response, they finally decided to give me a call back on 6/6/16 in the afternoon only to inform the computer I ordered a week ago was not in stock.
Any reliable company would not have unavailable items listed on their website, if the item some how slipped the cracks and did not get removed for whatever reason you would think a reliable company would contact you immediately prior to charging your card to inform you that the item is not in stock.
CLEARLY Computer Upgrade King is not a relaible company. I read many negative reviews but decided to give them a try due to low pricing. I'm now starting school without a computer thanks to CUKUSA.com
They called to inform they were cancelling the order without providing a solution to their mistake, isn't that lovely?
Jordan
F[redacted]