Micro Center Computers & Electronics

Store is refunding $15 back to the customer's card.

We are happy to fix the bezel in our store for free.

Attached are the terms and conditions of the warranty provided to the customer upon purchase. The customers warranty is valid for up to 1 year or until the warranty is used up to the value of the unit.

I am rejecting this response because:
I wasn't given a choice they cancled that sale  I found out later when I called...

that the order was cancled I only thought to call because another time when i8 did business with microcenter they wanted to confirm I made the purche or something like that don't rember but anyways I proactively called to move thgings a lot and that is when I found out the order has been cancled. I would indeed like to purchase the monitor as for when it would be in stock would also determine my reply

I apologize for not responding to the customer concerns.  Micro Center did not receive the complaints via email.  I am working with our IT department to get this corrected.  In the meantime, I am responding to the complaints on your website.  Thank you for bringing this to our...

attention.

Attached are the Terms and Conditions of the warranty the customer purchased. These are presented at the time of sale. Micro Center is an Authorized service provider and must purchase parts from authorized parts providers.

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

me.  Micro Center acted in a swift, professional matter to rectify the situation and we are pleased with their actions.  As such, we look forward to future business with them.  Thank you for your assistance in resolving this matter.

Jonathan H[redacted], General Manager at the Brentwood Micro Center emailed Mr. [redacted] apologizing for the issues he experienced at the Knowledge Bar.  He stated our customers are extremely important to us and wrote this response to help the customer.   In regards to your printer, HP...

Laserjet Pro M402DN.  It appears that this printer was purchased on February 2nd, 2017.  If this is indeed the correct printer, we can resolve your issue quickly at our Customer Service counter which is responsible for returns / exchanges.  If you can provide me with the Serial Number of your printer, I can reference that and ensure we are looking at the same printer. The HP Printer above, comes with a 1 year manufacturer warranty, as well as you purchased a 2 year replacement plan on your printer.  If you bring your printer tray that is defective into the store, we can simply swap it with a printer tray out of the same make/model as long as it’s the same printer listed above.  To complete this, you would head to the customer service counter and explain that you’ve spoken to me, as well as that you have a warranty on your printer and they would quickly be able to handle the situation. In the future, anything that falls under our replacement plan we will either fix quickly in store, or replace for you.  If the product falls under a manufacturer warranty only, then you would be required to contact the manufacturer for any product replacement / repairs. If I can be of any further assistance, please don’t hesitate to let me know.

Sent the following email to the customerSent: Monday, September 21, 2015 9:00 AM
To: [redacted]
Subject: Micro Center Customer Relations
Hi Mr. [redacted]
I  apologize for the trouble with installing the ESET software. Our tech support
team would be happy to help you....

Is there a good time I could have someone call
you to help? OR they are available at your convenience at www.microcentertech.com. Let me know
if you would like someone to give you a call at a specified time.
Thanks,
James A.
Customer Relations
Micro Center

The Queens location determined the Asus laptop the customer checked in had a damaged screen along with damage on the top case and bottom case and keys were also missing from the keyboard. The technician did not open the laptop to inspect inside; however, tests via an external monitor were run and...

the tests passed on the units RAM and motherboard but the HDD had completely failed. The tech called the customer and explained the plan purchased does not cover damages; however, did offer to discount the labor on the unit for the repairs needed. When the customer checked in the unit, he was informed the plan he purchased did not cover accidental damage. The customer did not question this information; however, did proceed with the diagnostic tests and a quote for the repair. [redacted]  Customer checked in the unit at the Long Island Micro Center on 09/12/17. RP1709120631   A request was sent to the protection plan company about if the GPU failed was it covered?  Due to physical damage to the unit, TWG replied the plan the customer purchased would not cover repairs.  Micro Center is willing to refund what he paid for the protection plan to use toward a new unit or toward the cost of repair on this unit.   +---------------------------- SALE: [redacted] -----------------------------+ ¦ Cust ID:   [redacted]                         Date:       12/11/15   4:48 PM   ¦ ¦ Customer:  [redacted]                     Entered By: [redacted]              ¦ ¦            [redacted]                    Station:    [redacted]             ¦ ¦            [redacted]          -------------------------------- ¦ ¦                                             Subtotal:               1,154.97 ¦     ¦                                       ...⇄ Shipping:                   0.00 ¦ ¦                                       ...⇄ Tax:                      102.56 ¦ ¦ PO Number:                                                                   ¦ ¦ Phone:     [redacted]                   Total:                  1,257.53 ¦ +------------------------------------------------------------------------------+ +---------------------------------- Details -----------------------------------+ ¦ Ln # Sku       Sold    Ret Description                      Price   Extended ¦ ¦ ---- ------- ------ ------ --------------------------- ---------- ---------- ¦ ¦    [redacted]       *      [redacted]     999.99     999.99 ¦ ¦    [redacted]       *      [redacted]      149.99     149.99 ¦ ¦    [redacted]       *      [redacted] [redacted]                        4.99       4.99

We have a few options for resolution for this customer. Option 1: Customer has the option of waiting for the manufacturer for the parts to arrive to fix the computer under the manufacturer's warranty. This would leave the customer's accidental damage warranty intact so that he will have an...

accidental warranty until its expiration should the computer become physically damaged in the future. Option 2: The other option the customer has is, ff the customer would like, Micro Center can use the customer's Accidental Damage warranty to buyout the product. This would give him a refund for the purchase price of the product per the terms and conditions of his warranty. This would completely fulfill the customer's Accidental Damage warranty. Customer let the manager in the store know that he would return to the store with the product damaged. Having the computer damaged though would not change how the warranty works. Depending on the damage, Micro Center would still need to try and repair the unit. In the case of damage to the unit, it would only be bought out if the repair exceeded the value of the unit. In this case though, the customer has let us know that it would returned damaged. Damage caused on purpose to the product would not be covered under the warranty.   The terms of the customer's Accidental Damage warranty are attached.

A manager contacted the customer to resolve.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

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

Micro Center has ordered the part and will fix the customer's unit as soon as the part arrives.

Hello,PAY ATTENTION I ONLY GAVE Kirk permission to do the TESTS and to try and get it out of the...

LOOP. I NEVER told him to put WINDOWS 8.1 BUILD 9600 on my computer it was not a compatible version that is the ONLY reason it needed to have more work done to it. Kirk set a restore point for Feb 2015. IT WAS NOT THERE BEFORE. When I got the computer from them he said he could not get it out of the loop. HE USED THAT RESTORE POINT AND IT WORKED.  He then decided to put on Windows 8.1 Build 9600 according the man who answered the phone when I complained he said that was STORE POLICY that if a computer came to them with an unsupported Version of Windows they automatically put the next supported version.  HE DID NOT HAVE MY PERMISSION TO DO THAT. HE COPIED MY FILES AND PUT THEM BACK ON THE HARD DRIVE and when he could not activate the Windows he LIED and said he could not get it out of the loop. Had he done the correct thing which was STOP after he got it out of the loop. My computer would have CORRECTLY UPDATED the next time.I called Dell to ask what version of Windows I had he said, " Windows 8 HOME EDITION from Dell Factory installed" He then told me that the version they put on would NEVER work on a Dell.NOW I am having problems because the software he used there was Office 2010 and it needs a product key MY FRIEND WHO IS A HIGHER LEVEL tech tried to install it with one he his product keys but the software is defective. NOW I made all my files READ ONLY I then tried to put in my Office 97 since I do have the product key. NOW I get error messages saying there is something wrong with word 8 I am able to edit and print.My monitor is not being picked up by the software correctly I showed you the error message I get. My PhotoImpact no longer works so they must replace Windows Office and get me the software to edit the pictures. The monitor needs to be replaced. I had to buy the original DVD for my computer and my Tech friend installed it my Office files were not damaged, my pictures were ok too. WE LOST ALL THE browsers, AOL my info on filezilla was lost/ The browser ALL MY GAMES,  I had to reinstall Office,, AOL, some games did not work. The Only way I got my computer back from Kirk with Windows 8.1 Build 9600 and with all my files and software I originally had was by HIM COPING THE HARD DRIVE and REINSTALLING THE FILES AFTER.  Did you talk to the person I told you to talk to? Did you send anyone to the store with a computer that did not have a supported version of Windows to see if you would get it back with the next version of Windows that was supported? Did you bother to see if anyone else filed complaints against the store?DON'T ALLOW THEM TO GET AWAY WITH DAMAGING MY COMPUTER. IT is now not working again the  Windows Menu stopped. I would never allow them to work on any computers again. PLEASE MAKE THEM PAY for the damages pay me for the new monitor, Office 2013 and Corel software to edit the photos. I did not have MONEY that is why I did not allow them to do more work I was also told by Microsoft it was a SIMPLE repair and would NOT NEED ME TO FORMAT THE HARD DRIVE.  The store manager was RUDE would not give his name and said that he would fix it for $170 because I have an external hard drive. Had I said YES go fix it Kirk's DAMAGE would not have been found out. He would redone it all without anyone ever knowing he put the wrong Windows on there. My tech was NOT ANYWHERE NEAR MY COMPUTER before I got it home the store had the NERVE to say my tech put that Windows on the computer he was IN THE HOSPITAL he hit his head. DO NOT LET THE STORE GET AWAY WITH DAMAGING MY COMPUTER that person should be fired He will continue to damage other computers.WAKE UP.
Complaint: 11395713
I am rejecting this response because:
Regards,
Kathryn [redacted]

Hi,I did see and respond to his email last night. I will be calling him at 1:00pm eastern today. Thank you.-[redacted]  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 12659449, and find the resolution is satisfactory to me.
Regards,
[redacted] Campbell

We have never had an offer for free Office. If the customer can provide some sort of documentation of the offer they saw, we would be happy to look into further.

Store manager contacted customer to work towards a resolution. Customer plans to call the store manager back with her decision of what she would like to do.

The customer has the capability to upgrade their unit. It does cost money for parts and upgrades though. We will not be able to return the parts this customer purchased 12/12/14. The customer returned to the store approximately 1 year later with the unit for a hard drive issue. The issue was repaired under the 1 year manufacturer's warranty that came with the part. We warrant our service and builds at Micro Center for 90 days. The customer is currently outside of that warranty for his build as it was purchased 12/12/14.