Micro Center Computers & Electronics

Hello,I contacted the senior managers at the North Jersey location, where they looked into the customer's concern.  His receipt, [redacted]  shows where  he paid the total $166.28.  The Asus sku: 202887 was marked $55.96, open box item.  With open Motherboards a $15...

discount is given instead of the $30 off on a "qualifying MB", (which is a new board).  Since we value him as our Micro Center customer, we will credit him the additional $18.40.  Thank you.  ---------------------------- SALE: 075-WP-5126109 ----------------------------+¦ Cust ID:   41586461                         Date:       01/24/18   1:01 PM   ¦¦ Customer:  ED MIERZWA                       Entered By: DDAVIS4 for WEB      ¦¦            11 BROOK ST                      Station:    WEB                  ¦¦            HACKENSACK, NJ 07601             -------------------------------- ¦¦                                      ...⇄ Subtotal:                 160.95 ¦¦                                      ...⇄ Shipping:                   0.00 ¦¦ Cent Order#:    7140456                     Tax:                        5.33 ¦¦ PO Number:                                    �...⇄ ¦¦ Phone:     (973) 340-7954                   Total:                    166.28 ¦+-----------------------------------------------------------------------------...⇄ Details -----------------------------------+¦ Ln # Sku       Sold    Ret Description                      Price   Extended ¦¦ ---- ------- ------ ------ --------------------------- ---------- ---------- ¦¦    1 202887       1      0 ASUSCOMP PRIME B250M-C 1151      40.96      40.96 ¦¦    2 M                     Clearance Markdown                                ¦¦    3 M                     CL0201067                                   �...⇄ ¦¦    4 344572       1      0 INTEL INTEL I3-7100 BOX         119.99     119.99 ¦¦    5 M                     HONORING $15 OPEN BOX BUNDL                       ¦

I apologize for the trouble. We have unsubscribed the customer from all emails.

As an example. The bundle price says $109( in the picture) but when you go to the store the price is about 139. You have to include a disclaimer in the advertised price. Not add the real cost at checkout.

I am rejecting this response because:I have the form that was provided to us from Micro Center regarding the terms and conditions of the repair.  There is a place for a signature on the form acknowledging that you agree to the terms.  The signature is blank.  Apple thinks this is a big deal that Micro Center used " cheap parts from China"This need to stop!

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

I reviewed the response made by the business in reference to complaint ID 11456207, and find the resolution is satisfactory to me.

My apologies. We have now removed the customer from physical mail as well as emails from Micro Center.

Manager from the store is contacting the customer to let them know available options

Hello, The previous offer is what MC can offer. Any transaction that has a service plan purchase receives a web address URL that prints on the receipt. If a customer doesn’t agree with the service plan terms and conditions we allow 60 days for a complete refund. Mr. [redacted] indicates that he specified wanting a “accident, drops, and water damage plan.” Our system associates are paid a very rewarding commission for selling service plans, the higher value of the plans, the more commission they make. It would be uncharacteristic for any sales associate to take dollars away from their commission to sell a plan that is a step down from what a customer indicates they asked for.  For Mr. [redacted], the plan he purchased was $149.99, The 2yr accidental (ADH) plan for his unit would have cost $299.99. The selling process for service plans is to start with the best/highest value (more commission for the associate) share some details and then move down the cost spectrum until a plan is reached a customer chooses. I do believe that the accidental plan was discussed, but in the end the customer was sold what he asked for at the time. While Micro Center has zero obligation under these circumstances we care about our customers. This is why we have made the two offers available to Mr [redacted]. We feel this is a fair opportunity.

Customer may contact the manufacturer regarding their manufacturer's warranty. The physical damage is unable to be serviced at Micro Center without a Micro Center accidental damage plan purchased.

I am rejecting this response because:
Micro
Center represents itself and its employees as knowledgeable, trained
professionals Their employees represent their company and anything they
say should be backed up by their corporate office. When we asked direction from the customer service/sales representative, we STATED that we were talking
ABOUT our badrives!!! Apparently, Micro Center is admitting that their
customer service/sales representatives are untrained and ignorant. It does, however, appear that Micro Center
and their sales representatives, associates and technicians ARE trained in how
to skirt, avoid and escape a problem that one of their own has caused for a
customer of over twenty years. Rather than
own up to the fact that THEIR employee who represents THEIR company made a
mistake and gave faulty information, they would rather toss that customer to
the wind and make excuses and cover-ups of their massive errorOnce again, the customer service/sales representative ASSURED ME
AND MY WIFE that Windows WOULD NOT affect my drives AT ALL. He stated that all of the glitches in Windows
had been worked out and that he also had it on his own computer and loved
it. (1) He did not, at any time, seek
advice from another representative or technician before he told us to go ahead
with the installation. (2) He did not, at
any time, show hesitancy and suggest that we speak to a technician before we
installed the program(3) He did not, at any time, suggest that we bring in
the computer so that one of their technicians could/should install it. He plainly stated that Windows would not
affect our other drives even with the Raid Array that we had on our computer
If the customer service/sales representative had even the slightest hesitancy
regarding the installation, I would have brought my computer in to have their technicians
do it. The information we had on those ba
drives was extremely valuable and irreplaceable if lost, and I told the
customer service/sales representative as much It is apparent that Micro Center has incompetent
customer service/sales representatives who are not trained to tell customers
who have questions like ours that they NEED TO SPEAK with the technical department! Instead those employees give faulty
directions to customers who have come to trust their company. It is Micro Center's responsibility to train
ALL of their employees to direct technical questions to the technical
department and NOT to give directions to install anything! We did not receive that direction from this
particular customer service/sales representative. The customer service/sales representative
plainly stated that Windows would not affect our other drives even with the
Raid Array that we had on our computer.
NO HESITANCY, NO OTHER QUESTIONS ASKED!
I would like to know where the WARNING signs are located in the store which
state, "WARNING: OUR EMPLOYEES ARE NOT
KNOWLEDGABLE CONCERNING THE INSTALLATION OF THE PRODUCTS THAT WE SELL. PLEASE TAKE ALL OF YOUR QUESTIONS AND CONCERNS
TO THE TECHNICAL DEPARTMENT!" Why did
their employee tell us what to do without hesitation? Why didn't he tell us that he wasn't
sure? Why didn't he tell us that he wasn't
trained to answer our question? Why didn't
he tell us that if we do the install ourselves, Micro Center wouldn't back up
his word? Why is he even a representative of the company if he hasn't been
trained properly? Why did the technical
department know of the issues with Windows and Raid Array and yet the
customer service/sales representatives who sell these products were never
informed about it? Why doesn't Micro
Center step up to the plate and back their employees? Why Doesn't Micro Center value its customers
and their concerns? There used to be a
saying in business and it holds true in my company: ‘The Customer Always Comes
First'. Any company with integrity and
honor would help a customer that they had wronged, my company included I am more than willing to take this issue to
the local media; social media included and my attorney if need be. If this is Micro Center's answer, then my fellow
business colleagues and friends need to be warned about their poor, unethical business
practices If this has happened to us,
I'm sure that we're not the only ones.
There has to be more folks out there, like me, who have been wronged by
Micro Center and its employees. It's
just a matter of finding them and in today's world, that won't be hard. It is
clear from their response, that Micro Center takes no responsibility for the
words and actions of employees on THEIR payroll, who represent THEIR company. Once again, we see a cookie-cutter response
from Micro Center. It looks like everyone employed by them from
the top down has been well-trained in thoseThis is not going to go away

I was unable to find a transaction for this customer for a Hulu gift card. Please provide a transaction / reference number from the receipt and we will refund.

Per our Return policy - http://www.microcenter.com/site/customer-support/return-policy.aspx"Refunds will take up to 14 business days to process from the date that Micro Center receives the merchandise, and will be credited to the credit card or debit card account used for the original...

purchase."

Per that attached receipt, the customer purchased their Sony computer 12/19/13 with a 1 year accidental damage & handling warranty plan. The unit she purchased also came with a 1 year manufacturer's warranty, which covers manufacturer's defects to hardware. Both warranties started from the date...

of purchase and expired 1 year later on 12/18/14. The customer is responsible for any repairs to the unit from that point on.Micro Center will give a 20% discount on a new computer for the customer as a good faith gesture.

Store manager called customer and left a message. Customer can come in to the store with the TV and receive a buyout on a gift card for the price paid for the unit.

I am rejecting this response because: I read the email and I went there today and they could not replace my computer with the same values of i7 and the rest of what I have on my computer they wanted to give me a value computer that was less valuable than mine.

Hello,I will contact the GM at our Tustin location to see what options we can offer to help the customer.

Manager contacted this customer to make an exception and return the software for this customer.

Hi [redacted],I apologize we didn't respond to your concern sooner; however, we have not been receiving the notifications from the Revdex.com.  Please allow me a couple of days to get with the store manager to address your concerns.  Since this complaint was filed, MC has reduced the prices of the...

cards to keep them in alignment with other retailers.  Due to the high demand and low stock available from our vendors, we are serving customers on a first come first serve basis.  I will be in touch.Thank you for giving us the opportunity to help.

From: [redacted] [redacted] Sent: Monday, February 27, 2017 11:41 PMTo[redacted]Subject: can close complaint ID [redacted]got product elsewhere anyhow. as there was really no action needed thank you [redacted]