Discount Electronics

Regarding the referenced complaint, we are going to refund the customer.  Do you need a copy of the refund receipt?Thanks for your help,[redacted]

Discount Electronics stands by all statements made in the original response to this complaint. No software was removed unless it was identified as a potential threat and no changes were made unless there was an identifiable benefit and no harmful side effects.

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. However, as of 11/21, I have not yet received a refund. 
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/04/04) */
The buyer was rude and unprofessional throughout the whole ordeal. I am shocked to learn that she filed a complaint with the Revdex.com and lied within that report. She pretends that I did not offer to help her. That's far from the truth and...

I have an email trail to refute that lie.
The buyer purchased this product from our [redacted] store. When we shipped the product out, our receipts system had mistakenly printed the wrong price on the invoice and she wanted me to refund her the difference. I kindly told her 3, maybe 4 times that I was a simple typing error. We could not actually offer the product at the price on the invoice. I then told the customer that she was more than welcome to return the item for a full refund.
After I made the buyer the offer of returning the product for a full refund, she turned around and opened an [redacted] claim [redacted]. That's the worst thing she could have done. Now, as a seller, I must provide proof to [redacted] that the buyer did not return the product, and [redacted] will make a decision who will win the claim. [redacted] sided in my favor which is extremely rare. [redacted] NEVER sides with sellers. They have a buyer first mentality. This further solidifies my reputation.
In short, the buyer never returned my merchandise, so I did not offer a refund. it was very simple for her to obtain a refund but she failed to simply return my property. Please do not bother me again regarding this matter. This is a silly waste of time.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Wow, where do I start in my response to such fiction. Please request the email documentation from Discount Electronics that would support their story. They will not be able to supply it because it didn't happen that way. The whole story that I wanted a credit on the difference in the invoice is a complete lie. That never happened. I called them out because it was obvious what happened. Once again, I ordered a "refurbished" iPad from Discount Electronics for $217.99. I received a very scratched up iPad from [redacted] (an [redacted] seller) with an invoice for a iPad in "Fair Condition" for $154.99. It was obvious that Discount Electronics ordered the iPad from [redacted] and shipped it to me. I submitted a copy of the packing slip/invoice that was received with the shipment. It is not an invoice from Discount Electronics as he claims in his response. It is clearly an invoice from [redacted] shipping the product to me. So this is a complete lie by Discount Electronics. They lied about the billing error. They lied that them refurbishing the iPad. Now they are lying to you that I initially wanted a refund for the difference in a made up billing error. Amazing! I told him that all I wanted was to return the product for a refund with my initial emails. He kept lying about it and refused to allow me to return the product for a refund. That is all I ever wanted to do. I wanted to return it for a refund because it was not what I ordered. So I had no other choice but to go through [redacted] Guarantee process. Again, this is another lie by Discount Electronics that they initially agreed to allow me to return the product. Why would I go through [redacted] process if I already got what I wanted? It doesn't make sense and if it doesn't make sense then it isn't true. [redacted] eventually informed me that they resolved the issue and that the Seller (Discount Elecronics) agreed to allow me to return the product for a refund. I did so using USPS Priority shipping with Delivery Confirmation. The tracking number confirms it was successfully delivered. Then Discount Electronics claimed they never received the product. [redacted] refused to force the refund claiming that I did not use "Signature Confirmation" to further prove delivery of product. Had [redacted] given me instructions to do so prior to shipping back the product, I would have happily done so. I already knew that I was dealing with a thief based on all the email communications back and forth with Discount Electronics. So my claim was denied. All I can tell you is that I am an honest buyer. I buy things all the time on-line and have never had a problem with anyone. I have returned products many times and never had any issues with companies providing refunds. Discount Electronics from the start did not want to give me a refund. I shipped the iPad back to them. It was successfully delivered to them. I tracked it. I know they got it. They kept the iPad and refuse to give me a refund. Now they are creating more lies to you. Make them prove it with their "email documentation". I want to see the emails that I requested a refund in the difference on the invoice. And I want to see the email that they agreed to allow me to return the product for a full refund. It never happened. That is the truth. This company needs to go on record of being dishonest. People need to know.

Complaint: [redacted]
I am rejecting this response because: while you did refund me my money, your store...

manager screamed at me in the middle of the store for telling the man at the counter that it wasn't a good experience when he asked me. This is just not acceptable in any capacity. I will be sure to tell everyone I know how you treat your customers when you it's create a bad experience. 
Regards,
[redacted]

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 $249 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]

I have spoke with Customer Service and we will be refunding the cost of the laptop to the customer.

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 computer. It 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 occasions. None of the non-critical applications loaded in the Startup group on this machine contributed to more than 3-5 seconds of boot time and the vast majority of startup items were things that can only be intentionally installed by the user. It 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 machine. The 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 injectors. Driver 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 machine. Doing 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 10 of our retail stores in Austin and San Antonio. Asking the location the customer's service was performed at is simply the first step in determining which store manager the email should be routed to. It is also notable that no request for assistance was made with either email to the web portal, rather both emails were framed as informational. Had 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 unit. Just 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 so. This 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 operation. It 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.

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

Complaint: [redacted]
I am rejecting this response because:The way I see it I have no problem with my other pc at home so why am I having this problem on this pc it is refurbished
Regards,
[redacted]

We apologize for any confusion regarding your order. Be assured no attempt to falsely advertise the availability or pricing of any item on [redacted] is intentional, we are in the process of completely revamping both our inventory system and the website itself. As a result, some items...

may be temporarily listed incorrectly. We are working to correct this and again, apologize for any confusion. Upon receipt of the item that was shipped incorrectly we will gladly refund the amount of your initial purchase.

We have 2 listings one with the power adapter and one without which the customer purchased. We issued a returns form on November 13th, once the customer returns the item will grant a refund.
Dell Latitude E5530 Port Replicator 
This Dell Latitude E5530 Port Replicator was tested by Discount...

Electronics and is completely functional.Dell Part PR03X, XX066.
Unit requires a Laptop Power Adapter PA-13 or PA-4e
To purchase a PA-13, click here.
Ports/Jacks Include:
Power jack
eSATA
Ethernet: 10/100/1000 Mbps
DVI-D out (does not support DVI-A or DVI-I)
VGA analog out
Display port
2 rear USB ports
3 side USB ports
1 side line-out/headphone jack
1 side mic jack

Unfortunately we are unable to offer any alternatives or options beyond those provided by our internet customer service personnel and retail store employees.

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]

Complaint: [redacted]
I am rejecting this response because: The statements made by Discount Electronics are a complete and total lie! Not oneperson at that business discussed my computer. I turned it in for a Malware service and to stop any Windows programs that wereloading that might potentially slow the start up time or boot time. I made a list of this and left it with the clerk and was told these things would be done and they were not! They kept my computer at that store for (3) days, Malware removal doesn't take (3) days, usually within an hour Malware can be removed. I had to call each day to see what was going on with my computer and the day it was ready for pick up, I had no idea that it was ready, the clerk says to me , over the phone, "oh we were waiting to hear from you"!! What kind of  "Customer Service" is this? "Waiting for me"!! Discount Electronics is supposed to contact the customer when their computer is ready for pick up. They can "stand by their reply ", to my complaint all they want to , as they know they over charged me and did nothing for the money but make mistakes and excuses and try to make me look like the one at fault in this whole ordeal! I as a senior, do not appreciate getting cheated as I am on a fixed income. I have since had a competent programmer work on my computer to adjust the boot time/start up time and the system is much better now. As I stated before hand, the Browser that was removed, was on my computer for (3) years and was never infected with Malware. The Browser worked perfectly and should not have been removed. All they had to do was admit this was done and should not have been! I have re-installed the Browser as I had files on it that were important but I did not lose them after re-installing the program. This business has some dishonest employees that just can't admit their mistakes and this is too bad because they have lost a repeat customer with their dishonest replies! I am in hopes that you, the Revdex.com, will post this on your site as a business " TO USE CAUTION IN CONSIDERING TO DO BUSINESS WITH AT ANY TIME"!! It's just too bad that I was cheated out of my funds and Discount Electronics has no conscience concerning this at all!! I thank the Revdex.com for their help in this matter and I am in hopes, as stated before, that you will post a "NEGATIVE" listing on Discount Electronics at your site. Thank you for you kind assistance. 
Regards,
[redacted]

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.
The money was refunded to me.
Regards,
[redacted]