Micro Center Computers & Electronics

Our response has not changed. That is our company wide return policy. All returns go back to the original form of payment.

I reviewed the response made by the business in reference to complaint ID 11664968. I did receive a telephone call from Oscar L.; however, he never shared with me the purpose of the call, as I immediately asked him to email any correspondence to me, as I wanted a record of all dialog between myself and the business moving forward. No email was ever received from Oscar L., the Home Office, or the Retail Store explaining they would replace the motherboard they damaged, free of charge. I accept the business's resolution with the following conditions:1) The replacement motherboard meets the same specifications as the one they damaged2) The motherboard is warrantied with the same warranty provided by the business for other motherboard installations3) The Mac will be released to a third Party when work is completed and balance of $140 is paid [redacted] (wife))

The Customer purchased their build initially on 12/09/14. See attached, "[redacted] Receipt 1." The customer purchased a 2 year replacement warranty for his motherboard on this transaction for $19.99. On the 3rd page of this receipt, under "Product Plan Acknowledgment," it shows that the replacement...

plan is for the motherboard. The customer returned to the store on 12/12/14 and returned the build. See Attached, "[redacted] Receipt 2." The customer purchased another build on 12/12/14. See Attached, "[redacted] Receipt 3." The customer purchased the same replacement plan for $19.99 for his motherboard as he had earlier that month. The receipt also reflects that the replacement plan is for the motherboard. 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.

Store returned the customer's Dell unit and did a free data transfer for the customer over to the new iMac he purchased. Customer did not purchase a service plan with the new iMac though. We would like to remind the customer that if they would like a service plan (recommended), they have 15 days to purchase one for the unit.

Can the customer please email us at [email protected] with their order number or receipt reference number?

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12046716
I am rejecting this response because: I am lionized, every employee within the store knows who I am as well as the HULU gift card transactions. If the store number doesn't charge tax. Then the manger stole the money and if it does charge tax, then it did so illicitly. I was an outstanding customer met with continuing animosity for it and I ask for an apology credit amender. The store manager was a darken negritude female, at the Rockville location.
 
Regards,
[redacted]

Customer brought her computer in for data backup on November 6th 2015 for a data backup.Computer was damaged when customer brought in on November 6th per the Attached repair order: RP1511060225 - CONDITION: One missing screw on bottom. There is minimal marks/scratches to the casings. The left side...

is coming apart a little bit. Customer was also given discounts amounting to $89.98 for customer satisfaction. Customer returned to the store with the computer to have the optical drive repaired on November 8th, 2015 under RP1511080556. Again the Condition of the laptop was documented - CONDITION: One screw missing on the bottom, left side coming apart, damage on back left hinge, right hinge, dc jack, top and bottom case, trackpad performed poorly, and crack on the optical drive. Customer was given $69.99 in parts for free for customer satisfaction. Customer then brought their unit back in December 26th, 2015 stating when they picked it up from their previous repair on December 19th, that the computer was infected with viruses. Viruses are not covered by MicroCenter or any warranty as it would depend on what the user was using the computer for. For Customer Satisfaction though, Micro Center provided the customer with a $139.99 SSD free of charge as well as 50% off AntiVirus software = $159.99 in discounts for customer satisfaction. Customer then checked in their unit on February 29th 2016 for the damaged Hinge which was documented in the customer's first repair back in November. The parts are unavailable for this customer's computer so we are unable to fix. Micro Center at no time dropped the customers computer. Micro Center has given customer $319.96 in discounts and free service. Please see attached repair orders for all documentation. Micro Center recommends the customer look into purchasing a new unit.

We have unsubscribed this customer from all Micro Center emails.

We are happy to return for the customer to the card used for purchase. If it was a debit card, we would need the card in store because it would require the customer enter their pin. We can also do a refund to a gift card if the customer would choose. Another option we have to refund the customer...

would be to issue him a check to the address provided at the point of sale.

I apologize for the trouble with the tech support over the phone. Currently the customer has a manufacturer's warranty only. Their options for receiving service on their unit are to contact the manufacturer directly and work with them for assistance OR bring the unit in to the store and we can work...

with the manufacturer for them.

The store manager contacted the customer and resolved the issue.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted]nd find the resolution is satisfactory to me. Thanks for putting my worries to rest and taking the time to call
Regards,
[redacted]

A Manager from the store is contacting the customer to help get this situated for the customer.

My complaint was in regards to paper mailings, not electronic emails, but the response references only emails. Please make sure to remove my address from all paper mailings. Save the trees and my shredder too.

I am rejecting this response because:
I already had prior communication with MicroCenter Online Tech Support. Each call ended by one of their tech supports quoting the unit is defective and they would note my account. Upon arrival at the Mayfield location they had no knowledge or remarks given by their online Tech Dept. Once I explained everything again (5 times total) because of Micro Center Communication barriers. I was told the Service Dept would quickly look over my laptop (Under Warrenty). I explained the laptop errors and even had pictures posted I showed the service tech The laptop is missing all kinds of Drivers related toAfter two hours I was called up front and was told it was working fine. Upon further investigation when showing an IT from work we found the Software used by the Service Tech was still remained installed and still had logs filed. The log files show the service tech only used the "Testing Software" for a total of under 2 minutes. On my work order he falsified, he worked on it for two hours, which the log files show the exact times and cannot be altered.The "Diagonstic Stress test" should of never been installed anyways due to my laptop missing the "drivers" which are essential to have the hardware work properly. He never addressed them and said he forgot. The actions of that service tech have now potentially could have hardware damage due to not falling certified protocols. I addressed this issue with the Manafacture Asus the Representive even stated that was has occurred is not a protocol and it's impossible to test any hardware issue with missing drivers. The test results would be FaultedIn regard to the method used to "fix" this laptop despite what Micro Center Tech Online Tech Dept already confirmed I had a hardware failure and simply bring the laptop back for a return of gift credit. They disregarded anything that was said to me prior which was noted in my account. I now feel uncomfortable having them do any further service repair.