Green Earth Computers

Dropped off my computer at Green Earth Computers on [redacted] Was assured I would receive updates, never have, now [redacted] Unprofessional and worrisome.I do not think it is acceptable for a business to keep a machine as valuable as a [redacted] without providing the customer with regular (or ANY) updates. The man on the phone assured me they would give me updates, but I have had to call for each and every update. Each time I am treated as if I am checking to see if he is watering a ** plant of mine, or something equally worthless. It has been about 20 days since I dropped off my machine which is unheard of. When I called originally, the quoted price was [redacted] for damage. Then he said $2XX-XXX. I am worried I won't be able to protect myself if he quotes an even higher cost when the machine finally comes back. The separate issue is the unprofessional communication style which is really unnerving. The quoted time of repair was originally about 2 weeks and then he AGAIN adjusted it to 2-3 weeks. It is now approaching OVER 3 weeks and I still don't have my machine, had to call, and received another flimsy response about how its not ready. At this point, I don't care if the machine is even fixed, I just want it back and will get it repaired with Apple like I should have in the first place.Desired Settlement-Finish the job and update me accordingly-Adjust the cost of repairs to reflect this difficult experience-If the job cannot be approximated in completion time, give it back to me and compensate me for wasting my time. Business Response Contact Name and Title: [redacted] - OwnerContact Phone: XXXXXXXXXXContact Email: [redacted]@greenearthc.usCustomer's computer was dropped off for liquid damage repair on [redacted] and recorded in our computer system on [redacted]We took down serial number, customer signatures, and information. Informed the customer that a mail out liquid damage repair was [redacted] flat rate minimum including shipping, and that while it occasionally went over that we didnt expect this machine to be more than the base [redacted] rate. We also quoted and documented that the turn around time was 3 weeks. This was discussed repeatedly with the customer. (Three weeks is on the 28th).We promised to call the customer as soon as we had the machine back and working, or to call if the service center quote ended up being higher than the minimum flat rate service quote. Customer called 1.5 weeks into service to check on status. I informed her that the machine was in the service center as expected, that we had no update for her, and that we would still call her as soon as the machine came back into the shop and was ready for pickup.Late night on [redacted] I got an email update from the service center, stating that the machine was turning on again, and working OK with one exception, they were still having issues with getting the machine to charge the battery. They were hoping to resolve it in the next day or two and then get the machine in the mail. [redacted] was an extremely busy day and I was the only tech in the shop all day. I unfortunately did not have a chance to call [redacted] with an update until near the end of the day when I usually make our pre-weekend status update calls. She ended up calling in before I had a chance to reach out to her. I gave her the full details of the update on the system and let her know that I Was very sorry that it might take a few days longer than the 3 weeks we quoted due to ship time back from the service center after they finished resolving the charging issue. Customer was extremely rude and hung up on me part way through the phone call. Over the phone we cannot make much of an accurate quote originally until seeing the computer (model, extent of damage, etc), so I am sorry if you were expecting lower before you brought it in. We do quote a very exact amount for all liquid damaged [redacted] pro repairs, and your machine was a pretty standard liquid damage mail out issue.[redacted] quotes $7XX-XXX for motherboard repairs on the same machines. In short:Machine is still in progress, as expected with the initially quoted turn around time.We expect to be calling the customer in the next few days with an update that the machine is completed.Our charges were clearly explained to the customer and documented. They have not changed. No adjustment will be made to the cost of service, we completed all tasks as we informed the customer we would, and are planning to call as we promised when the machine is complete. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have proof (a timestamped photo of a license with the person I dropped it off with) that I dropped off the computer on [redacted] This was a date that Green Earth Computers was supposed to be open, but was closed apparently because of the upcoming holiday, though that was not until the following day. I called on the date that this employee states that I dropped the computer off to make sure it had been received, [redacted] It was clear at that point that the communication was off to a very unprofessional start, because the computer had not even been entered into the system! Normally, one expects a business to reach out to you with customer service updates and I felt like I was/am being treated by this employee like an annoyance rather than someone that he is doing business for, because they never reach out to me and I am made to feel like a nuisance rather than a customer. I have called Green Earth Computers on [redacted] (One week into service, not 1.5...), [redacted] and this past [redacted] which was not a "late night", I called at [redacted] Moreover, I have records of all of these calls. Again, they have NEVER initiated a call with me. I have called every time. This employee treats me with a detached, superior manner that communicates a complete lack of investment in the service he is supposed to provide and is more intent on maintaining his personal pride than communicating any semblance of understanding the stress of being without one's laptop for about a month. I would have rather paid the [redacted] price, and his quotation of their price only provides evidence of his insistence on justifying himself rather than providing customer service. I do not think he is providing an accurate recount of the quotations he originally gave me, and his attitude causes me to believe he is responding in this manner due to the fact that I am a young woman who is holding the business accountable. This situation boils down to: this man is disrespectful, rude and blames me (the customer)/tries to paint me as irrational or crazy simply for checking on the progress of my machine. When I have told others how long my machine has been gone and that they have never called me, people have been VERY alarmed/concerned, which prompted me to take action to protect myself. I am NOT satisified with this worthless response of more excuses and customer blaming. Final Business Response [redacted],I am sorry if you misunderstood. We did not say that you called us late at night, We got notified late at night by the service center. The night before you called. We also never said we called you, we indicated that you called us, before we had a chance to place our end of day status calls. [redacted] was the first time we had a status update of any kind to call you about. I am not sure what you expected us to update you on before that, the machine was in the service center as we had discussed, and for the amount of time we quoted.Regarding drop off: [redacted] came in during a time we were closed for a Federal Holiday (Please see list of federally observed holidays 2015 [redacted] day is observed on [redacted] came into a business that we share a storefront with a DIFFERENT BUSINESS. I spoke to the person she dropped the computer off with yesterday, he said he only agreed to accept the computer from her so that she would stop being harassing and rude to the employees of [redacted] (the other business). The computer was then stored at [redacted] for 4 days until [redacted] when the customer called me to inform me that she had left her computer with them. There is signage at [redacted] specifically stating that employees of [redacted] are never required to accept computers from customers of Green Earth Computers and that they are a separate business. I apologize if you were confused by this situation. But unfortunately, leaving your computer with another business, does not constitute the same thing as dropping it off with us, regardless of their physical proximity to our store. When you called into our store on the 7th to inform me the machine had been left with [redacted] that is when it got checked into our system and mailed out. That is when the 3 week turn around starts, as we explained when we spoke in person previously and as I attempted to explain on the phone.When I spoke to [redacted] on the [redacted] I attempted to explain all of our policies and the way in which the mail out service works. At the time she interrupted me to say she had already spoke to us and she knew all of this and just fix it. I am sorry if some information was not made clear in the first visit, we do always try to explain everything to customers before systems are mailed out.As discussed, the computer was completed in a little under the original 3 week estimate of time. Repairs were completed yesterday on the [redacted] and the machine is in the mail back to us. I have contacted the customer twice regarding this update. Thanks,[redacted] Green Earth PC

At the end of February, I purchased a used, two and a half year old laptop that the company advertised as "refurbished", which usually means a new item that another customer returned. From the start, problems included a cursor that frequently freezes for 3 or 4 seconds,(not a "nanosecond" as the business owner put it), a cd/dvd drive door that didn't open,(they swapped the drive for another used drive), and as I discovered only recently, the cd/dvd drive is nonfunctional and not recognized by the computer (a common problem according to my internet research, and can involve making changes in the computer's files). I had to bring the laptop in three times for fixes. The freezing cursor is still a problem. The 90 day warranty was long expired before I went to use the DVD drive for the first time just recently, and found that it didn't work. I brought the laptop in for a 4th time (last week). Their remedy was to add a screw to hold the dvd drive tightly in place, claiming that it was designed to be loose, to make the laptop easy to repair and upgrade. I brought it home, with an irritable note from the company owners taped to the laptop, stating that any further repair would be charged labor. I inserted a CD, and just as before, it didn't work. The computer did not recognize the CD drive. It was not listed in any directory, in the laptop. There was no message box that would normally appear saying "Play CD?"or something to that effect. Nothing. The freezing cursor, they claimed was due to the page loading, and using computing power, taking it from the cursor functioning. I've never had that problem with any other computer I've owned. I was sold a defective product and they've minimized and "normalized" the defects, and ultimately failed to remedy them. It should not matter that the warranty expired. These were problems that existed at purchase and they're still problems. It would have taken time to find the correct fix, and they obviously didn't want to put in the time.Product_Or_Service: Dell LatitudeDesired SettlementI would prefer a refund of the $400 spent. I would accept a replacement, with the owners demonstrating to me that the cursor and cd/dvd drive are perfectly functioning, not telling me that it works, only to bring it home and find that it does not. I don't want to be made to feel, as I have been, that I'm being unreasonable, asking for the moon. I want adequate customer service, and service that reflects integrity, not condescension, and brushing off these problems. Business Response Contact Name and Title: [redacted] - [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Original Purchase of a refurbished Dell notebook was made on [redacted] The machine was fully refurbished and tested before sale, and sold with a 90 day warranty and 14 day return policy. On [redacted] Customer called asking for a refund on her computer. We explained that the machine was under warranty, but was well past return policy. The machine was brought in for an issue with the CD-Rom drive not always ejecting or reading disks, and complaints about touchpad sensitivity (palm check issues, etc).On [redacted] The machine was returned to the customer with a tested and refurbished replacement CD-Rom drive, which we tested in the shop with the customer present. Opened our known working CDs just fine. We also adjusted the touchpad settings to be less jumpy (sensitivity controls and "palm check"). There was no charge for this service, the hardware repair was done under warranty.[redacted] was the next time we heard from the customer. She had been in possession of the PC for 4 months since our fix, but claims to have not used the CD-Rom in that time. The machine at this point was 3 months out of warranty (almost 6 months past purchase). We agreed as a courtesy to the customer to do a free diagnostic and see if there were hardware issues with the CD-Rom we installed on [redacted] Testing showed the drive had popped loose and a screw was missing from the machine (physical damage). We replaced the screw, and tightened 4 other loose screws on the bottom of the machine in the same area. Tested the CD rom drive with both a CD and a DVD and they worked fine.We returned the PC to the customer on [redacted] after extended testing, with a note explaining that the machine was 3 months out of warranty and any additional repair work would be charged at normal labor rates.We are sorry that [redacted] is disappointed with her computer, and we are sorry she is having trouble with playing her CDs (which is a software issue involving autoplay in this case). Unfortunately we have already performed one free out of warranty service and will not continue to do so. The warranty on this machine expired on [redacted]Thank you.

Dropped off my computer at Green Earth Computers on [redacted] Was assured I would receive updates, never have, now [redacted] Unprofessional and worrisome.I do not think it is acceptable for a business to keep a machine as valuable as a [redacted] without providing the customer with regular (or ANY) updates. The man on the phone assured me they would give me updates, but I have had to call for each and every update. Each time I am treated as if I am checking to see if he is watering a ** plant of mine, or something equally worthless. It has been about 20 days since I dropped off my machine which is unheard of. When I called originally, the quoted price was [redacted] for damage. Then he said $2XX-XXX. I am worried I won't be able to protect myself if he quotes an even higher cost when the machine finally comes back. The separate issue is the unprofessional communication style which is really unnerving. The quoted time of repair was originally about 2 weeks and then he AGAIN adjusted it to 2-3 weeks. It is now approaching OVER 3 weeks and I still don't have my machine, had to call, and received another flimsy response about how its not ready. At this point, I don't care if the machine is even fixed, I just want it back and will get it repaired with Apple like I should have in the first place.Desired Settlement-Finish the job and update me accordingly-Adjust the cost of repairs to reflect this difficult experience-If the job cannot be approximated in completion time, give it back to me and compensate me for wasting my time. Business Response Contact Name and Title: [redacted] - OwnerContact Phone: XXXXXXXXXXContact Email: [redacted]@greenearthc.usCustomer's computer was dropped off for liquid damage repair on [redacted] and recorded in our computer system on [redacted]We took down serial number, customer signatures, and information. Informed the customer that a mail out liquid damage repair was [redacted] flat rate minimum including shipping, and that while it occasionally went over that we didnt expect this machine to be more than the base [redacted] rate. We also quoted and documented that the turn around time was 3 weeks. This was discussed repeatedly with the customer. (Three weeks is on the 28th).We promised to call the customer as soon as we had the machine back and working, or to call if the service center quote ended up being higher than the minimum flat rate service quote. Customer called 1.5 weeks into service to check on status. I informed her that the machine was in the service center as expected, that we had no update for her, and that we would still call her as soon as the machine came back into the shop and was ready for pickup.Late night on [redacted] I got an email update from the service center, stating that the machine was turning on again, and working OK with one exception, they were still having issues with getting the machine to charge the battery. They were hoping to resolve it in the next day or two and then get the machine in the mail. [redacted] was an extremely busy day and I was the only tech in the shop all day. I unfortunately did not have a chance to call [redacted] with an update until near the end of the day when I usually make our pre-weekend status update calls. She ended up calling in before I had a chance to reach out to her. I gave her the full details of the update on the system and let her know that I Was very sorry that it might take a few days longer than the 3 weeks we quoted due to ship time back from the service center after they finished resolving the charging issue. Customer was extremely rude and hung up on me part way through the phone call. Over the phone we cannot make much of an accurate quote originally until seeing the computer (model, extent of damage, etc), so I am sorry if you were expecting lower before you brought it in. We do quote a very exact amount for all liquid damaged [redacted] pro repairs, and your machine was a pretty standard liquid damage mail out issue.[redacted] quotes $7XX-XXX for motherboard repairs on the same machines. In short:Machine is still in progress, as expected with the initially quoted turn around time.We expect to be calling the customer in the next few days with an update that the machine is completed.Our charges were clearly explained to the customer and documented. They have not changed. No adjustment will be made to the cost of service, we completed all tasks as we informed the customer we would, and are planning to call as we promised when the machine is complete. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have proof (a timestamped photo of a license with the person I dropped it off with) that I dropped off the computer on [redacted] This was a date that Green Earth Computers was supposed to be open, but was closed apparently because of the upcoming holiday, though that was not until the following day. I called on the date that this employee states that I dropped the computer off to make sure it had been received, [redacted] It was clear at that point that the communication was off to a very unprofessional start, because the computer had not even been entered into the system! Normally, one expects a business to reach out to you with customer service updates and I felt like I was/am being treated by this employee like an annoyance rather than someone that he is doing business for, because they never reach out to me and I am made to feel like a nuisance rather than a customer. I have called Green Earth Computers on [redacted] (One week into service, not 1.5...), [redacted] and this past [redacted] which was not a "late night", I called at [redacted] Moreover, I have records of all of these calls. Again, they have NEVER initiated a call with me. I have called every time. This employee treats me with a detached, superior manner that communicates a complete lack of investment in the service he is supposed to provide and is more intent on maintaining his personal pride than communicating any semblance of understanding the stress of being without one's laptop for about a month. I would have rather paid the [redacted] price, and his quotation of their price only provides evidence of his insistence on justifying himself rather than providing customer service. I do not think he is providing an accurate recount of the quotations he originally gave me, and his attitude causes me to believe he is responding in this manner due to the fact that I am a young woman who is holding the business accountable. This situation boils down to: this man is disrespectful, rude and blames me (the customer)/tries to paint me as irrational or crazy simply for checking on the progress of my machine. When I have told others how long my machine has been gone and that they have never called me, people have been VERY alarmed/concerned, which prompted me to take action to protect myself. I am NOT satisified with this worthless response of more excuses and customer blaming. Final Business Response [redacted],I am sorry if you misunderstood. We did not say that you called us late at night, We got notified late at night by the service center. The night before you called. We also never said we called you, we indicated that you called us, before we had a chance to place our end of day status calls. [redacted] was the first time we had a status update of any kind to call you about. I am not sure what you expected us to update you on before that, the machine was in the service center as we had discussed, and for the amount of time we quoted.Regarding drop off: [redacted] came in during a time we were closed for a Federal Holiday (Please see list of federally observed holidays 2015 [redacted] day is observed on [redacted] came into a business that we share a storefront with a DIFFERENT BUSINESS. I spoke to the person she dropped the computer off with yesterday, he said he only agreed to accept the computer from her so that she would stop being harassing and rude to the employees of [redacted] (the other business). The computer was then stored at [redacted] for 4 days until [redacted] when the customer called me to inform me that she had left her computer with them. There is signage at [redacted] specifically stating that employees of [redacted] are never required to accept computers from customers of Green Earth Computers and that they are a separate business. I apologize if you were confused by this situation. But unfortunately, leaving your computer with another business, does not constitute the same thing as dropping it off with us, regardless of their physical proximity to our store. When you called into our store on the 7th to inform me the machine had been left with [redacted] that is when it got checked into our system and mailed out. That is when the 3 week turn around starts, as we explained when we spoke in person previously and as I attempted to explain on the phone.When I spoke to [redacted] on the [redacted] I attempted to explain all of our policies and the way in which the mail out service works. At the time she interrupted me to say she had already spoke to us and she knew all of this and just fix it. I am sorry if some information was not made clear in the first visit, we do always try to explain everything to customers before systems are mailed out.As discussed, the computer was completed in a little under the original 3 week estimate of time. Repairs were completed yesterday on the [redacted] and the machine is in the mail back to us. I have contacted the customer twice regarding this update. Thanks,[redacted] Green Earth PC

At the end of February, I purchased a used, two and a half year old laptop that the company advertised as "refurbished", which usually means a new item that another customer returned. From the start, problems included a cursor that frequently freezes for 3 or 4 seconds,(not a "nanosecond" as the business owner put it), a cd/dvd drive door that didn't open,(they swapped the drive for another used drive), and as I discovered only recently, the cd/dvd drive is nonfunctional and not recognized by the computer (a common problem according to my internet research, and can involve making changes in the computer's files). I had to bring the laptop in three times for fixes. The freezing cursor is still a problem. The 90 day warranty was long expired before I went to use the DVD drive for the first time just recently, and found that it didn't work. I brought the laptop in for a 4th time (last week). Their remedy was to add a screw to hold the dvd drive tightly in place, claiming that it was designed to be loose, to make the laptop easy to repair and upgrade. I brought it home, with an irritable note from the company owners taped to the laptop, stating that any further repair would be charged labor. I inserted a CD, and just as before, it didn't work. The computer did not recognize the CD drive. It was not listed in any directory, in the laptop. There was no message box that would normally appear saying "Play CD?"or something to that effect. Nothing. The freezing cursor, they claimed was due to the page loading, and using computing power, taking it from the cursor functioning. I've never had that problem with any other computer I've owned. I was sold a defective product and they've minimized and "normalized" the defects, and ultimately failed to remedy them. It should not matter that the warranty expired. These were problems that existed at purchase and they're still problems. It would have taken time to find the correct fix, and they obviously didn't want to put in the time.Product_Or_Service: Dell LatitudeDesired SettlementI would prefer a refund of the $400 spent. I would accept a replacement, with the owners demonstrating to me that the cursor and cd/dvd drive are perfectly functioning, not telling me that it works, only to bring it home and find that it does not. I don't want to be made to feel, as I have been, that I'm being unreasonable, asking for the moon. I want adequate customer service, and service that reflects integrity, not condescension, and brushing off these problems. Business Response Contact Name and Title: [redacted] - [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Original Purchase of a refurbished Dell notebook was made on [redacted] The machine was fully refurbished and tested before sale, and sold with a 90 day warranty and 14 day return policy. On [redacted] Customer called asking for a refund on her computer. We explained that the machine was under warranty, but was well past return policy. The machine was brought in for an issue with the CD-Rom drive not always ejecting or reading disks, and complaints about touchpad sensitivity (palm check issues, etc).On [redacted] The machine was returned to the customer with a tested and refurbished replacement CD-Rom drive, which we tested in the shop with the customer present. Opened our known working CDs just fine. We also adjusted the touchpad settings to be less jumpy (sensitivity controls and "palm check"). There was no charge for this service, the hardware repair was done under warranty.[redacted] was the next time we heard from the customer. She had been in possession of the PC for 4 months since our fix, but claims to have not used the CD-Rom in that time. The machine at this point was 3 months out of warranty (almost 6 months past purchase). We agreed as a courtesy to the customer to do a free diagnostic and see if there were hardware issues with the CD-Rom we installed on [redacted] Testing showed the drive had popped loose and a screw was missing from the machine (physical damage). We replaced the screw, and tightened 4 other loose screws on the bottom of the machine in the same area. Tested the CD rom drive with both a CD and a DVD and they worked fine.We returned the PC to the customer on [redacted] after extended testing, with a note explaining that the machine was 3 months out of warranty and any additional repair work would be charged at normal labor rates.We are sorry that [redacted] is disappointed with her computer, and we are sorry she is having trouble with playing her CDs (which is a software issue involving autoplay in this case). Unfortunately we have already performed one free out of warranty service and will not continue to do so. The warranty on this machine expired on [redacted]Thank you.

At the end of February, I purchased a used, two and a half year old laptop that the company advertised as "refurbished", which usually means a new item that another customer returned. From the start, problems included a cursor that frequently freezes for 3 or 4 seconds,(not a "nanosecond" as the business owner put it), a cd/dvd drive door that didn't open,(they swapped the drive for another used drive), and as I discovered only recently, the cd/dvd drive is nonfunctional and not recognized by the computer (a common problem according to my internet research, and can involve making changes in the computer's files). I had to bring the laptop in three times for fixes. The freezing cursor is still a problem. The 90 day warranty was long expired before I went to use the DVD drive for the first time just recently, and found that it didn't work. I brought the laptop in for a 4th time (last week). Their remedy was to add a screw to hold the dvd drive tightly in place, claiming that it was designed to be loose, to make the laptop easy to repair and upgrade. I brought it home, with an irritable note from the company owners taped to the laptop, stating that any further repair would be charged labor. I inserted a CD, and just as before, it didn't work. The computer did not recognize the CD drive. It was not listed in any directory, in the laptop. There was no message box that would normally appear saying "Play CD?"or something to that effect. Nothing. The freezing cursor, they claimed was due to the page loading, and using computing power, taking it from the cursor functioning. I've never had that problem with any other computer I've owned. I was sold a defective product and they've minimized and "normalized" the defects, and ultimately failed to remedy them. It should not matter that the warranty expired. These were problems that existed at purchase and they're still problems. It would have taken time to find the correct fix, and they obviously didn't want to put in the time.Product_Or_Service: Dell LatitudeDesired SettlementI would prefer a refund of the $400 spent. I would accept a replacement, with the owners demonstrating to me that the cursor and cd/dvd drive are perfectly functioning, not telling me that it works, only to bring it home and find that it does not. I don't want to be made to feel, as I have been, that I'm being unreasonable, asking for the moon. I want adequate customer service, and service that reflects integrity, not condescension, and brushing off these problems. Business Response Contact Name and Title: [redacted] - [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Original Purchase of a refurbished Dell notebook was made on [redacted] The machine was fully refurbished and tested before sale, and sold with a 90 day warranty and 14 day return policy. On [redacted] Customer called asking for a refund on her computer. We explained that the machine was under warranty, but was well past return policy. The machine was brought in for an issue with the CD-Rom drive not always ejecting or reading disks, and complaints about touchpad sensitivity (palm check issues, etc).On [redacted] The machine was returned to the customer with a tested and refurbished replacement CD-Rom drive, which we tested in the shop with the customer present. Opened our known working CDs just fine. We also adjusted the touchpad settings to be less jumpy (sensitivity controls and "palm check"). There was no charge for this service, the hardware repair was done under warranty.[redacted] was the next time we heard from the customer. She had been in possession of the PC for 4 months since our fix, but claims to have not used the CD-Rom in that time. The machine at this point was 3 months out of warranty (almost 6 months past purchase). We agreed as a courtesy to the customer to do a free diagnostic and see if there were hardware issues with the CD-Rom we installed on [redacted] Testing showed the drive had popped loose and a screw was missing from the machine (physical damage). We replaced the screw, and tightened 4 other loose screws on the bottom of the machine in the same area. Tested the CD rom drive with both a CD and a DVD and they worked fine.We returned the PC to the customer on [redacted] after extended testing, with a note explaining that the machine was 3 months out of warranty and any additional repair work would be charged at normal labor rates.We are sorry that [redacted] is disappointed with her computer, and we are sorry she is having trouble with playing her CDs (which is a software issue involving autoplay in this case). Unfortunately we have already performed one free out of warranty service and will not continue to do so. The warranty on this machine expired on [redacted]Thank you.