Notebooks For Students

I would like to review NFS Customer Support Services. Contact information:800-991-[redacted] toll free number on all receipts and 12 pages of the website. From July 15th through September 30th, NFS experiences heavy call volume. Our voice mail requests students/families to leave a message...

to be returned within 1 day.  [email protected] on all receipts and the [email protected] on the websiteWarranty:30-day return. Full refund if return is due to hardware failure or a mistake in order fulfillment.  LAPTOPS MUST BE RETURNED PRIOR TO COMPLETING A REFUND. Free 1-year full warranty and Free additional 3-year limited warranty. The only such warranty in the nation.[redacted]:NFS does not monitor our [redacted] page. On average, we receive over 100 comments/likes/shares per day. Way to many to be monitored by our staff.First contact with Ms. [redacted]:  September 21, 2016Ms. [redacted] purchased a laptop from NFS on 4/4/2016. [redacted] contacted NFS on September 21, 2016 through the info email address and our 1-800 line. This was here first contact with NFS and is 5 months after the purchase date. Our representative explained the 30-day return policy and the 4-year warranty. She expressed a wish for a full refund. Only the NFS Board can approve a refund at this late date. The Board meets twice monthly on Tuesday evening and the request was passed to them for approval. The Board has required that the laptop be returned and checked by the NFS service lab prior to a decision. NFS emailed a prepaid UPS label to [redacted] on 9/29/2016 with instructions to send the laptop back. As of today 10/5/2016 the laptop has not been dropped off at a shipping location to be returned to NFS. NFS cannot proceed without the laptop being returned.

On 10/17/13 [redacted] purchased a laptop from NFS for $195.00. This laptop is backed by a 1-year full warranty and 3-year extended limited warranty. On 10/15/15 NFS had the laptop returned for service. This is 2 years from the purchase date and is covered under the 3-year extended...

portion of the warranty. In this case, the student pays the wholesale cost of the replacement part.When the laptop arrived it was determined that the motherboard was defective. NFS replaced the motherboard. The cost to [redacted] was $70.00. The industry average to replace a motherboard on this model is $250.00. The laptop was returned fully functional in November.
The laptop was returned for service again on 1/4/2016. The laptop was found to be infected with viruses and had a broken power jack (accidental damage). Knowing that [redacted] was financially stressed, NFS offered to replace the laptop with a newer model at NO cost. This had to be approved by the NFS Board, and was approved. The replacement laptop was shipped on 1/29/16 (prior to NFS becoming aware of this complaint).
[redacted] received a total of  $700 in computer products and services (2 laptops and a motherboard replacement) from NFS for a cost of $265. Maintaining a classroom ready laptop in the home can be costly. NFS does everything we can to assist students and families. We offer the only 4-year warranty in existence and it saves students and families throughout the United States thousands of dollars each year.

On 10/17/13 [redacted] purchased a laptop from NFS for $195.00. This laptop is backed by a 1-year full warranty and 3-year extended limited warranty. On 10/15/15 NFS had the laptop returned for service. This is 2 years from the purchase date and is covered under the 3-year extended portion of the...

warranty. In this case, the student pays the wholesale cost of the replacement part.When the laptop arrived it was determined that the motherboard was defective. NFS replaced the motherboard. The cost to [redacted] was $70.00. The industry average to replace a motherboard on this model is $250.00. The laptop was returned fully functional in November.The laptop was returned for service again on 1/4/2016. The laptop was found to be infected with viruses and had a broken power jack (accidental damage). Knowing that [redacted] was financially stressed, NFS offered to replace the laptop with a newer model at NO cost. This had to be approved by the NFS Board, and was approved. The replacement laptop was shipped on 1/29/16 (prior to NFS becoming aware of this complaint).[redacted] received a total of  $700 in computer products and services (2 laptops and a motherboard replacement) from NFS for a cost of $265. Maintaining a classroom ready laptop in the home can be costly. NFS does everything we can to assist students and families. We offer the only 4-year warranty in existence and it saves students and families throughout the United States thousands of dollars each year.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was misquoted in NFS's most recent statement. 
Their statement reads:"She goes on to say she may need a  faster laptop". When in fact my exact words were: "...I will be shipping the laptop back in the next day or two. What does that mean 'apply the exchange as a full credit if I upgrade'? I'm definitely going to upgrade to a faster computer but depending on price, I might be looking elsewhere." (12/30/15 @ 11:08pm)
I then emailed: "Also checking to see if the previous shipping label is still good?" (01/04/16) In regards to me returning the laptop with their knowing I'm definitely going to upgrade.
NFS replied in email : "Yes". (01/04/16)
I was told over the phone that the remaining balance was charged to my account because "NFS has to break even as a nonprofit".
If NFS has the power to waive fees, and does so, they should have the power to relinquish the fees kept from me knowing that the their merchandise was given to me with more than one major error. I would also like to request further investigation into the final report of the laptop's condition. If the laptop had no hardware issues (it did: the cursor's wiring malfunctioning made any use of the mouse and keyboard very difficult to use, and the battery -hardware- was at very low performance) I would have no reason to email NFS immediately addressing these issues, return it, and spend a large amount of time on resolving the issue.
I made it clear on more than one occasion that this was not an exchange, I asked if the exchange label was still good for a return, and I was told that I would receive a full refund after explaining my case.
Furthermore, one review on a [redacted] page has nothing to do with this case and neither does NFS pricing comparing to other companies. I too have a record of not filing complaints but this is a special circumstance that required my action because I was told I would receive a full refund for NFS sending me a very faulty laptop.
[redacted]

Amy purchased two laptops from NFS on September14, 2016. At that time, Amy purchased the Microsoft Office upgrade. She received installation instructions for the software at the time of the purchase. She contacted NFS for assistance with the installation and we walked her through the installation...

process. NFS is the only technology provider in the nation that offers free 4-year software support. She also reported that a battery was malfunctioning. NFS sent a new battery by USPS Priority Mail. NFS is the only technology provider that offers a 4-year warranty on batteries (1 year full and 3 additional years limited) in the nation. Amy contacted NFS concerning difficulties with her laptop in April of 2017. Our Tech staff assisted her with phone and online remote servicing. This is free with our 4-year warranty. Geek Squad charges $160.00 per year for the same service. At that time the Tech staff decided to have the laptop shipped back to NFS. NFS provided a prepaid UPS shipping to send the laptop in for service according to our 4-year warranty. Why the remote service was not successful is not noted in our records. The laptop was returned on May 2, 2017 with a demand for a full refund. Amy has had the laptop in her possession for 8 months. Amy claims that our warranty states that NFS will provide a full refund for up to one year. Although NFS offers a free 4-year warranty, our refund period is 30 days. Please see: http://notebooksforstudents.org/return.htm. NFS has never offered a 1-year return policy. As we do not have a policy for the return of a laptop, which was in the student’s possession for so long, the request was passed up to the NFS Board. In reviewing the return request the NFS Board must assure any action taken on behalf of Amy is not unduly or unfair to the other students and families who have purchased from NFS. The NFS Board will approve a return of the laptop under the 30-day policy. As NFS has fulfilled all obligations of the warranty and no problem was found with the laptop, the return is approved as “discretion of the purchaser”. The standard $15 restocking fee will apply and shipping will not be refunded. NFS is not able to process a refund to the credit card 8 months after the purchase date. A check will be mailed by May 23, 2017.