Micro Center Computers & Electronics

Yes, they installed a wireless card in my laptop and gave me a gift cardHowever, there was no response to my question about reimaging my laptopI suppose I just have to accept what I was givenI will alter my complaint, but not remove it

Micro Center will offer to refund the cost of the service plan to the customer as a courtesy because we value him as our customerWe are also happy to work with the customer on the price of a replacement monitor If the monitor came in with a single line across the screen, it would have been covered by the customer's warrantyAttached is a photo of the cracked monitorThis type of damage would not be covered under the customers warrantyAttached are also the terms of the warrantyThe customer did not purchase an accidental damage plan which is why this type of damage is not covered

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

Hi,I did see and respond to his email last nightI will be calling him at 1:00pm eastern todayThank you.-*** [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

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

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

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

Jonathan H***, 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, 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 printerThe HP Printer above, comes with a year manufacturer warranty, as well as you purchased a 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 situationIn 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 / repairsIf I can be of any further assistance, please don’t hesitate to let me know

Per our Return policy - http://www.microcenter.com/site/customer-support/return-policy.aspx"Refunds will take up to 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."

I am rejecting this response because: This is contrary to what was said by the staff at the locationI was informed that this was NOT my fault and that it appeared to be internal damage from the computerI was also informed that I had days to purchase the warranty from MicroCenter at time of purchaseThe manager also mentioned that MSI does not cover this type of damage which is not trueFrom MSI's website: 1.ADC is a one year warranty which covers limited accidental damage one (1) year from the date of purchase2.Limited one (1) accidental claim per notebook(WIND Netbook is not covered).3.Product must be registered within thirty (30) days from the original purchase date to receive this coverage.4.ADC protections covers the following with exceptions to:• Drops, spills, electrical surges, and fire.Does not cover: • Cosmetic damages (scratches, dents, etc), lost, stolen, incorrect or inadequate custom installations, intentional damage, recovery or transfer data, and natural disaster.5.This limited warranty applies only to selected MSI branded laptops*, and all accessories that are built in or onto the base unitThis includes parts or accessories that are required for regular opteration of the unit and shipped with the unit at the point of saleThe following items (inclusive but not limited to) are covered under this warrantyCPU, HDD, MEMORY, MOTHERBOARD, MXM GPU (if any), KEYBOARD, TOUCHPAD, AUDIO DEVICES, OPTICAL DRIVES, LCD, Wireless Module, Bluetooth Module (if any), buibuttons, buiwebcam, AC/DC POWER CORD.6.Accidental Damage Coverage only applies to MSI branded laptops [redacted] which was purchased in the United StatesThis warranty policy DOES NOT apply to MSI Netbook (WIND), barebone, whitebox, or OEM products.7.MSI will either repair the original parts with new or reconditioned parts, or replace the notebook with one which is defined by MSI technician as a fully functional equivalent model.8.Customer pays one-way shipping; MSI will cover the cost of shipping the laptop back to the customer.9.Accidental Damage Coverage only applies to the original owner and is not transferableFor the manager to tell me that they are unable to assist in this matter because MSI would not accept it is a blatant lieThis response is completely unacceptable and very short sighted to the matter at handLooking at previous replies and resolutions I expected betterIf this is the customer service I am to continue to expect I will complete the chargeback and follow it up with a complaint to the Attorney General for selling faulty products and not taking responsibility for it

Per that attached receipt, the customer purchased their Sony computer 12/19/with a year accidental damage & handling warranty planThe unit she purchased also came with a year manufacturer's warranty, which covers manufacturer's defects to hardwareBoth warranties started from the date of purchase and expired year later on 12/18/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 managers have called the customer but have not been able to reach him yetThey will resolve for the customer

Store manager is contacting the customer and will have them come in for an exchange

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

Issue is resolved

I am rejecting this response because:No resolution was able to be madeI should have been charged what the estimate was originally by different technicians

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

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

With the banks new EMV Chip Cards comes a new process at our stores and many other retailers across the countryAs we adjust to the change alongside our customers we are working to process transactions in the most secure way while following the guidelines set forth by the credit card companies Currently, if customers are paying with a debit card with an EMV chip inside, the card must be put into the credit card machine and a pin must be enteredWe understand that many customers may have processed transactions differently in the past, specifically as this customer mentioned by swiping his card and running it as creditWe are working towards implementing this again but at this time, this is the most secure way to run a transactionThis is not a Micro Center policy, it is how the banks have mandated we process transactions for debit cards with EMV chips

I am rejecting this response because: The document I was given only says data and it goes into detail as to what that includes It does not discuss software, which we were never told could be erased I do think they have it mentioned in a following page some where but it was not brought to our attention Also, you will notice Micro Center refuses to address the issue of their store Supervisor stating we or our computer person pirated the software because I didn't have the product code This is a direct assault on my character He said our conversation was recorded so I know they can review it and see I am telling the truth When I posted my situation on Google, I noticed another person had the exact screen issue with their Lenovo laptop They reported Micro Center called them a liar for not admitting they damaged the laptop I have had another person respond to my posting telling me they were also treated horribly Needless to say, there's a pattern of abusing customers Moreover, they didn't even mention in their response the weeks it took to find my computer or explain why the local customer service said he was escalating the situation and then the next week admitting escalating only meant he sent an email There was zero urgency on locating the computer that they said was in the store and then a couple of days later calling back and saying they didn't know where it was The local person acted put out because I tried to find out what was being done to locate our computer I escaladed these issues up the ladder about levels Each time the person refused to even acknowledge all the serious issues that we experienced In stead, they only addressed the data and software being erased because they have this one issue they feel covered in the fine print As you can see by their response, they won't even address the other huge issues I would have immediately fired one of my employees if they told someone they stole something without a shred of evidence