Discount Electronics

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.Their offer, which amounted basically to $of store credit rather than the straight refund I had suggested is a perfectly acceptable compromise I went down to the store on Saturday, May 6, and they made good on their offer As far as I am concerned, the incident is closed Regards, [redacted] ***

The present problem with the PC (nonfunctional optical drive) is due to malware infection or Windows registry corruptionThe drive was removed from the computer, tested in a known good machine and was found to function normallyA known good optical drive was installed in the customer's customer and was found to be nonfunctionalA hard drive with a known good installation of Windows was installed in the customer's computer and while present both previously tested optical drives function normallyAs a result of this standard hardware A / B testing it has been determined that there is no hardware fault in the customer's machineThe nonfunctional optical drive is caused by a software failure and software failures are not covered by the year parts and labor warrantyPer industry-standard warranty terms any cost to repair the unit due to non-hardware related failures is the customer's responsibility

All payments made by this customer to Discount Electronics have been refunded and the customer is in possession of their equipmentAs such, no further service or options that can be provided

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

The programs removed from this customer's computer while it was in the repair shop were programs known to be vectors for maleware entry, totally superfluous or potentially harmful to the operation of the computerIt is very likely that at least one of the programs removed was a contributing factor to the failure of this customer's PC and this was communicated to the customer on several different occasionsNone of the non-critical applications loaded in the Startup group on this machine contributed to more than 3-seconds of boot time and the vast majority of startup items were things that can only be intentionally installed by the userIt is not Discount Electronic's policy to second-guess the customer's desire for certain pieces of software if they do not present a clear threat to the safe or continuing operation of the machineThe primary purpose of the majority of software installed by this customer to "speed up" his computer is advertising and, again, to provide vectors for entry of malware and ad injectorsDriver updating software is a prime example - as manufacturers of enterprise-class hardware generally revise driver software on a quarterly or yearly basis, there is no need to check the status of driver software on every boot of the machineDoing so is completely unnecessary and the net result is actually a reduction in performance of the machine.The email this customer sent from our website was sent through a contact form designed for web sales and as a general portal for all of our retail stores in Austin and San AntonioAsking the location the customer's service was performed at is simply the first step in determining which store manager the email should be routed toIt is also notable that no request for assistance was made with either email to the web portal, rather both emails were framed as informationalHad any desire for a response been expressed, one would have been provided.During the time the unit was in the repair shop at the Manchaca location, this customer made a number of requests that ran directly contrary to the experience and expertise of the technicians working on the unitJust as an auto mechanic is not going to fit the wrong part on a car just because they are asked to do so, our technicians are not going to incorrectly configure or actively harm the operation of a machine because the customer has asked them to do soThis customer was informed by more than one party at the Manchaca location that his requests would not have the net effect he desired and most likely would have the opposite.It is the position of Discount Electronics that service was provided in accordance with the technical knowledge and expertise of the repair technicians and any changes NOT made the computer (regardless of customer request) were not made because they would have been detrimental to operationIt is also the position of Discount Electronics that any applications removed from this computer were removed as a part of our anti-malware process or because they are known to be harmful either by nature or circumstance

This order has been refunded in it's entiretyDiscount Electronics sincerely apologizes for any frustration that may have arisen from this transaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

The laptop in question was received by our Internet Sales department and examinedThere was malicious software present on the unit, based upon time stamps in the Windows Add / Remove programs feature this software was installed by the end user and was not present when the unit was shippedThe
battery as a hardware failure would have been covered by the system warranty (batteries carry a 90-day warranty from the date of purchase) and would have been replacedAs the unit has been returned, however, an online credit has been issued less shipping and restocking fees per our Terms of Service

Complaint: ***
I am rejecting this response because: The reply to my complaint was a TOTAL COVER UP & FALSEHOOD!! Discount Electronics never told me any information at all regarding my computer! They took off one of my browsers that I did NOT ask to be taken off and this browser was not infected with Malware as they stated! This browser had been on my computer for about ( ) years with no problem what so ever! I also had to call every few days to see if my computer was ready to pick upI always got a reply like" we are working on it" or some sort of lame reply! On the fourth day I called and asked if my computer was ready and if not I was coming to pick it upThe clerk said" oh we were waiting to hear from you about your computer"! Discount Electronics promised me they would call me when my computer was ready and did not, I had to do all the "leg work" just to get a reply! Their attempt to cover up their lack of promptness, mistakes and lack of interest in me as a customer and the attempt to try and make themselves look good when in fact they only prove they are as untrustworthy and incompetent as they certainly appearI am in hopes my comments and complaint will be posted to the Revdex.com site for all potential customers who might be considering using Discount Electronics to reconsider their decision and use a computer repair service more reliable! I know I certainly have made my last purchase there and will pass it on to all my friends and hope it will have a "Domino Effect" for the future! On a final note, the browser mentioned that was removed had been thoroughly checked for Malware when installed and re-checked, there was none and as stated before the program had been running perfectly for about (3) years with no problemsThe fact is, Discount Electronics tech/repair "dropped the ball", made the mistake of removing a program that did not require removal and refused to admit and tried to cover everything up by trying to make me look like the one who was at fault! Nice try but no cigar!!
Regards,
*** ***

This customer was contacted via email and offered a resolution via our locationThe customer specifically refused that offerThe offer has never been rescinded and is still available if the customer would like to take advantage of itHas the customer changed their mind regarding the offer for
service via the location?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Discount Electronics does apologize for any inconvenience or frustration incurred as a result of the repair issues regarding this customer's unitWe are unfortunately unable to offer a refund in the original form of payment for services rendered but can offer hardware of equivalent valueThe store
manager of the *** Lane retail location is authorized to provide laptop computer with a retail value of $or less at no charge to the customer

We can send a replacement battery asap or grant a full refund which ever you prefer no cost to youPlease let me know what options works best for you. Thank You,*** ***Discount Electronics

Complaint: ***
I am rejecting this response because:I took the phone to a reputable repair facility and paid them full price to repair the phone. The cell phone is now working perfectly, and no longer needs the "repairs" I paid Discount Electronics for
Regards,
*** ***

We apologize for the issues with your repairAs you have seen, Windows licensing can be trickyDue to the validation required to legally install a copy of Windows it is simply impossible to perform a complete installation of Windows without a valid product keyAs it does not appear that we will
be able to resolve the issue with the current unit due to an inability to locate the license key for it, the store manager of the Anderson Lane store has been authorized to assist you with replacing the laptop in-store from a selection of units we have available as well as provide further assistance (if possible) in recovering your data from your current machineYour contact information has been provided to the manager and he will be in touch with you shortly in an attempt to resolve this problem, hopefully to your complete satisfaction.Again, we do apologize for any issues arising from the repair or our inability to validate your copy of Windows with the information you had availableOur store manager will contact you at the first possible opportunity, or you are more than welcome to call the Anderson Lane store directly and ask to speak with himWe will do our very best to assist you

Discount Electronics apologizes both for the improper handling of this customer's issue at our Round Rock retail location as well as the delay in responding to this complaintA number of internal changes have resulted in some mis-communication over the last several weeksThese issues have been
resolvedRegarding the complaint: this customer is correct, the Round Rock location should have offered more assistance than a simple referral to the online sales phone numberAny warranty or hardware related issues can be handled through any of our retail stores in Texas, regardless of whether or not the computer was purchased via the website or in one of those storesAny additional assistance this customer requires will be gladly provided via our stores and all store managers have been reminded of their commitment to support our online sales customers

Discount Electronics was unable to fulfill this customer's order at the time it was placed due to an error with our order processing software, which was also responsible for the delay in returning his funds when the order could not be placed. If this customer wishes to place another order for an...

in-stock item there should be no issues with processing and delivering said order in a timely fashion. Discount Electronics does apologize for any confusion or distress this error may have caused. If for some reason the item this customer wished to purchase is now unavailable, please contact our internet customer service department at [redacted] and speak with a representative, who should be able to accomodate with a substitution or like product at the same cost.

I will grant a full refund once the item is returned with no restocking fees. Thanks

The present problem with the PC (nonfunctional optical drive) is due to malware infection or Windows registry corruption. The drive was removed from the computer, tested in a known good machine and was found to function normally. A known good optical drive was installed in the customer's customer...

and was found to be nonfunctional. A hard drive with a known good installation of Windows was installed in the customer's computer and while present both previously tested optical drives function normally. As a result of this standard hardware A / B testing it has been determined that there is no hardware fault in the customer's machine. The nonfunctional optical drive is caused by a software failure and software failures are not covered by the 1 year parts and labor warranty. Per industry-standard warranty terms any cost to repair the unit due to non-hardware related failures is the customer's responsibility.

Complaint: [redacted]
I am rejecting this response because:  I tried to call back and get another system with the same configuration that was offered to me at the same price $127.00 but they wont do it as the price is not $350 plus.  I am ready to accept the offer at the price of $127 
Regards,
[redacted]