Micro Center Computers & Electronics

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]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Ms. Susan H[redacted] was very polite and understanding of my situation.  She has helped me tremendously and was...

very expedient on resolving my complaint. 
Regards,
[redacted]

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

Dear [redacted],The Retail Sales Manager left a couple of voicemails to see if he can help you find the graphics card you are looking for; however, has not had any response.  He also will be emailing you today to see what options he can offer and look into your concern. Graphics card are in high demand and short supply from our vendors.  They are limited to one graphics card per household per ad.  Thank you.

Hello,  I wanted to let you know Reggie W[redacted] the Service Manager at the Dallas store talked to the customer and asked her to bring the laptop in so they could look at it and provide the customer with a speedy resolution.  The customer said she could bring it in on Friday morning and...

requested to have it repaired by evening.  Until the unit is examined, the store could not commit to a one day timeframe for repair.  The customer agreed and decided to email Reggie when she has more time to bring it in.

A manager from the store will be calling to make the adjustment for this customer.

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

Store managers have called the customer but have not been able to reach him yet. They will resolve for the customer.

Knowledge Manager Oscar L. reached out the customer yesterday after the customer had spoken with the Home Office. He was calling to let the customer know that although we did not cause the damage to the Motherboard we value him as our customer and will offer to replace the motherboard at no charge...

to him. The customer would only be charged the initial repair fee. If Mr. T. would like to take Oscar up on this offer, please have him reach Oscar at the store [redacted] If Oscar is unavailable, please leave a message and he will return the call as soon as possible.

We will not be able to process a refund without a Micro Center Receipt.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. Retail Sales Manager Scott B. at the Micro Center resolved my...

issue on 1/15/16. He was very helpful and got me a replacement tv. He even sent me a follow-up email today to make sure I was satisfied with the tv. I will continue to shop at Micro Center since they responded so quickly and professional. Thanks again to Scott and I will continue to recommend the store.

The return is being processed back to the customer and a gift card is being issued for his inconvenience.

A manager has attempted to reach this customer via phone and left a message. The manager will attempt to call the customer again to provide a resolution.

A store manager contacted this customer to resolve.

March 30, 2016 Micro Electronics 4119 Leap Rd Hilliard, OH 43026 Micro Center’s Response to Revdex.com complaint filed by [redacted] ·         On March 15, 2016, John [redacted], a former employee of the Micro Center Brooklyn store, purchased an...

Apple Mac Book Pro laptop computer and Accidental Damage Plan under transaction number [redacted] at the Micro Center Brooklyn store03/15/16 (see attached signed receipt identifying Mr.[redacted] as the purchaser).  The invoice does not identify complainant, [redacted] who is a former employee of the Micro Center Brooklyn store, as the purchaser. ·         On March 24, 2016, the computer was checked into our store’s service department under the name of Mr. [redacted] (see attached Repair Order number [redacted]). The repair order identifies complainant, [redacted], as an alternate person for pickup. The computer was totaled (see photos).  The service technician noted on the repair order at time of check in that “Unit was left on top of a car by accident, fell off, and was ran [sic] over.” ·         The Accidental Damage Plan “does not include protection against normal wear and tear, theft, mysterious disappearance, misplacement, viruses, reckless, abusive, willful or intentional conduct associated with handling and use of the product” (See attached Terms of Accidental Damage Plan). ·         Because the computer had been totaled, it did not qualify for repair under the Accidental Damage Plan or for a free 15-day return under the terms of the original purchase invoice. ·         Contrary to correct store procedures, a store associate authorized a return of the computer, and a Micro Center gift card was issued in Mr. [redacted]’s name for the total amount of $1,390.98, representing the total amount shown on the original invoice for both the computer and the Accidental Damage.  (See attached invoice nol. 111-RE-535999.) ·         Per section 16 “Buyout” of the attached terms of the Accidental Damage Plan, the plan only covers the “purchase price of your covered product minus sales tax and claims paid.”  ·         Complainant, [redacted] [redacted], was not present at the time the gift card was created.  Micro Center has determined that a former employee took the gift card to Mr. [redacted] off site. The investigation is currently open with our Loss Prevention Team.  The computer was totaled and did not qualify for return, repair or refund. The Micro Center Gift card was created for the amount of the laptop plus Accidental Damage plan.  The gift card was delivered to the complainant at an off-site location.  The complainant is not listed as the purchaser on the purchase invoice.  These are the reasons why Micro Center cancelled the gift card and advised complainant to pick up the broken computer.

Hello,I have contacted the store and there had been a charge back on the amount in question.  I left a voice mail for the customer to call me yesterday.  For cases like these where the customer does not make the charge, we recommend he calls the police and report the fraud, as well as, the...

credit card company.  Please let me know if you have any other questions.Thank you.

Hello,I am sorry your concern was not addressed in a timely manner.  I reached out to the store and they left a message for the customer to call them back on the store's managers' line.  When the customer calls back, the store will give her a refund for the unit.Thank you.

I am rejecting this response because:My Reply on 06/28/2017:The explanation that the laptop was...

indexed by a third-party does not explain how on Micro Center website the item can be put into the cart and then directed to be purchased at the store. Plausible deniability is further evidence of the violation. The response from Microcenter also ignores the charge that the item is advertised at a false price.The indexing explanation is a false narrative and a distraction to the violation of:Ohio’s Laws:http://www.ohioattorneygeneral.gov/Files/Publications-Files/Publications-fo...⇄ Page #3)109:4-3-03 Bait advertising/unavailability of goods.http://codes.ohio.gov/oac/109:4-3-03Ohio Revised Code § 4165.02 : Lists a number of practices that are deemed deceptive, including, but not limited to, advertising goods or services with intent not to sell them as advertised.

Hello,Jonathan H[redacted] the General Manager at the Brentwood MC location was able to explain the terms and conditions of our TWG replacement plans and going forward, if the plan is used, it will not be refunded.   According to the terms/conditions of the plan, if an item is replaced or a...

gift card issued for the amount of what the customer paid for the product, then that fulfills the plan.  The store did agree to make another exception based on his experience from looking at his previous transactions, which did not comply with the terms of the plan; however, for future replacement plans that are used for defective product, the customer is aware the plan will be considered fulfilled and not refunded.  After talking to Jonathan the customer wanted to come to the store and apologize to him.  The customer said instead of a refund, he would take a store credit for the amount and gladly come back and spend it at Micro Center.  The customer is happy with the resolution.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. The company was very courteous and professional and prompt in resolving this matter amicably, I am very...

satisfied with the outcome and furthermore they have gone above and beyond to resolve the matter.  It has since renewed my confidence in a business I've been shopping with for 11 years, and I will continue to shop there given the resolution to this misunderstanding.  I thank microcenter, the manager who helped me resolve this matter, and furthermore will continue to use them as a preferred vendor for my consumer electronics needs.  They treated me with respect and dignity and made me feel that they appreciated my business and furthermore appreciate me as a person.  It's rare to see a company show loyalty to those who show brand loyalty to them and they did just that, again thank you microcenter for treating me as a valued customer.