Emerald City Tech Inc

Complaint: ***I am rejecting this response because:I have major trust issue with youYour tech was suppose to send me a disc but never did and I had to go through Revdex.com just to get a response from you.Sincerely,*** ***

Customer purchased item on 10/24/and add all concerns resolved on 11/21/on that date, we asked "Would this resolution give you a good enough experienceto give us a star review? :)" She replied on 11/21/with "Yes it would thank you!" (we have attached that email)This concluded
the transaction and since the customer purchased through ***, their return policy states "***.com Return Policy / Items shipped from ***.com, including Warehouse Deals, can be returned within days of receipt of shipment in most casesSome products have different policies or requirements associated with them." and to be fair, we extended this return policy for day's after the resolution on 11/21/20144/10/2015, over months after the original purchase was satisfied, customer complained about a DVD burner issue, but she failed to report within the warranty periodAny attempts to help the customer were given as a courtesy, but not as a guaranteeShe was not charged for additional parts or additional time Even though the customer could not prove the configuration or hardware received within the warranty period, we still sent her additional parts months after purchaseThis was completely outside of the warranty period and we were under no obligation to send any parts or service time over the phone per the purchase policy given on ***.com where she purchased the item

Complaint: ***I am rejecting this response because: After that transaction, yes I was pleased with the customer service that I receivedI did not check every component to the computer and I don't think that is even physically possibleThe description included a year warranty so I don't understand how you can say that it was beyond the warranty periodI had problems the whole time.
Problems being:
-The computer was password protected when I got itHad to wait to get the software before I could even use the computer
-The system battery was dead
-The RAM was not sufficient as per the description on ***
-The DVD drive was not writable
-The computer was not sent with the mouse and keyboard
*** description under which the computer was sold:
"The Optiplex has always been Dell's flagship modelThey were originally designed for heavy use in the corporate environmentThey're built with higher quality components than you'll find in the typical off the shelf retail modelThese are perfect for business or home
This computer has been fully refurbished by a Microsoft Authorized RefurbisherEvery component is cleaned and tested for full functionalityCosmetics are improved to show only minor wearA fresh installation of Windows is performed with the included New license
Dell Optiplex Desktop PC
CPU: Intel Pentium D GHz ProcessorRam: GB DDR(This upgraded amount is a great feature for multi-taskers)Hard Drive: GB SATA (Can easily hold thousands of high quality pictures & more)Optical: DVD-ROM DriveUSB: Plenty of USB ports for connectivityNetwork: Onboard Gigabit Network Adapter includedOperating System: Bit
This computer will arrive at your doorstep ready to use right out of the boxAll necessary cables are included
This computer also includes a trial version of Microsoft Office This enables you to try the all new version of Word-Excel-and Powerpoint for freeA standardopen source Office Suite is also includedMicrosoft Office purchases beyond the included trial are not returnable or refundable
Year Warranty
About this item
Features
Super Fast Intel 3.4GHz x Core CPU, This Processor is an Intel top of the Line CPU
4GB DDRHigh Performance Super Fast Interlaced Ram Memory
Gigantic 750GB SATA Hard Drive, Crystal Clear VGA Video with Ultra Fast Response Time
DVDRW/CDRW, SATA Recorder, Write and record to CD's and DVD's, Watch DVD Movies
Exceptionally Fast and Powerful Computer which will last yearsOriginal Purchase Price of $1399, Microsoft Window Home Premium Installed, MAR Restored
Product Information
Summary
Processor
GHz Intel Pentium Dual-Core
RAM
GB SDRAM DDR
Hard Drive
GB HDD rpm
Wireless Type
802.11G
Number of USB Ports
Other Technical Details
Brand Name
Dell
Series
Dell Optiplex
Item model number
Hardware Platform
PC
Operating System
Windows Home Premium
Product Dimensions
x x inches
Item Dimensions L x W x H
x x inches
Processor Brand
Intel
Processor Count
Computer Memory Type
DDRSDRAM
Hard Drive Rotational Speed
Optical Drive Type
DVD-ROM
Audio-out Ports (#)
Power Source
DC
Additional Information
ASIN: B00AZ1A6ZS
Customer Reviews : out of stars 62Reviews
Shipping Weight: pounds
Date First Available: January 9,
Warranty & Support
Warranty, Parts: 1-yr replacement/repair warranty on hardware onlyMissing items to be claimed within days of deliveryWarranty excludes problems caused by abuse or tampering with componentsInstallation issues with products purchased elsewhere will not be covered in our warrantyWarranty does not cover any software issues or unauthorized repairs/upgradesSwapping internal components in computer systems will void the warranty
Warranty, Labor: 1-yr replacement/repair warranty on hardware onlyMissing items to be claimed within days of deliveryWarranty excludes problems caused by abuse or tampering with componentsInstallation issues with products purchased elsewhere will not be covered in our warrantyWarranty does not cover any software issues or unauthorized repairs/upgradesSwapping internal components in computer systems will void the warranty
***.com Return Policy: You may return any new computer purchased from ***.com that is "dead on arrival," arrives in damaged condition, or is still in unopened boxes, for a full refund within days of purchase***.com reserves the right to test "dead on arrival" returns and impose a customer fee equal to percent of the product sales price if the customer misrepresents the condition of the productAny returned computer that is damaged through customer misuse, is missing parts, or is in unsellable condition due to customer tampering will result in the customer being charged a higher restocking fee based on the condition of the product***.com will not accept returns of any desktop or notebook computer more than days after you receive the shipmentNew, used, and refurbished products purchased from Marketplace vendors are subject to the returns policy of the individual vendor."
I would like to note that per that description, The DVD drive was present at delivery however it was incorrect and not per the descriptionI would also like to note that per the item description, all of the work that I put into the computer should have been done by this company instead of me being sent the partsAnd additionally for you to say that the additional parts were without warranty is in clear violation of the warranty provided and sold under
How can it be fully tested when I received it with the previous password still on it? And how can I be held to the given time frame for reporting missing items when I couldn't even turn the thing on?
Sincerely,*** ***

Computer was delivered  Fri 9/18/2015 9:54 am [Fedex Tracking number: [redacted]]
You emailed for support Nov.19, 2015 complained (and I quote) “I would like to return this item I went to restore it back to when I got because I have no sound and won’t let me back on my mouse or anything...

does not work I would like to return and get my money back please” The one highlighted in RED shows that the issue started when you did something on your computer before seeking technical assistance. We offered for support as you have a 1yr warranty for support and parts replacement, not 1yr return and or replacement.  On Nov.20,2015 you called and our technician tried to troubleshoot with you and decided that a reinstallation of the Operating system is needed as it is a software problem since your keyboard will respond outside windows operating system. You were advised by our tech to call as soon as you got the disks.
The delays on the courier was out of our control already and did not know you still haven’t got them till you informed us on Dec 7th along with you asking for a refund which we cannot do because our Money Back Guarantee is only 30days from day of receipt. Also to which we try our very best to respond to all customer inquiries within 24 business hours.
We have been responding to your concern and even escalated your case to top management but you were insistent in saying we were not responding to you and threatened to file a complaint with Revdex.com.
On January 7, 2016 you spoke to one of our staff. An RMA and Return address was provided for replacement but we never got the unit back, all we heard last was that you have filed a complaint with Revdex.com.
We are not depriving you with the 1yr warranty support and parts replacement but we cannot issue a full refund. However, we ask and urge that you work with us on your issue.
Kind Regards,
Josh B[redacted]
Client Resolution Expert
Emerald City Tech Inc.
Direct: [redacted] ext. [redacted]
Office: 888-680-0001

We are not depriving you with the 1yr warranty support and parts replacement but we cannot issue a full refund
We can continue to support any parts that are defective up to one year from your purchase, but its your responsibility to ship those parts to us for replacement.

Complaint: [redacted]I am rejecting this response because:How do I know you will refund my money after I send the computer back. Til this day I still have not gotten the disc that was sent and you don't get back to me in a timely manner. Sincerely,[redacted]