Other World Computing, Inc.

Thank you so much for sharing this feedbackI am very sorry to hear of the less the quality experience that you have received from OWCPlease know that Other World Computing strives to provide the world's best customer service and productsThe experience you have shared fails to meet the
exceptional standards we have as a companyPlease know that I will be personally reviewing your account and the events that have occurredWe have been able to look into the events that happened and found that there was no charges besides the original payment of November 18th for $We were however able to find authorizations that were taken in place of a new battery being sent out to youThe dates are as followed November 20th for $and November 24th for $89. In order to process a Cross Shipment, an authorization is agreed upon and explained that authorization will be dropped once the original battery is received back at OWC The original batteries arrived back to OWC as of today (11-30-15) and the authorizations have been dropped and readily available on your accountWe have also been able to refund your account for the full amount of $todayThis can take up to 24-hours depending on the bank.We are very sorry for any inconvenience that has been caused in this matterPlease know that a representative of OWC will be following up with youThank you again for your feedback!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: You have sent me the same canned statement on no less than platforms including *** *** ***, messenger and emailNot once did your suggestions fall within the appropriate guid lines I set forth in the original email; I should take no penalty for your mistake either in downtime of my business waiting for your replacement or by having funds frozen while you sort thingsYOUR MISTAKE YOUR PROBLEMAs you are not willing to correct your mistake, and clear by our many conversations, you have been reported and your response deniedBecause of how I have been treated I do not wish to interact with you company anymoreNo replacement, no amount of being fake is going to make up for being treated so poorly in the first placeI have already found a suitable replacement for the defective hardware you sold me from a reputable companyDo not contact me again
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey are supposed to be mailing me a checkI will follow up if I don't receive it promptly
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

We reviewed with ***The understanding is that a replacement for the drive can be providedWould you like to proceed with a drive replacement?

Hello ***Thank you for your review We did receive the forwarded e-mail and were able to review it We can see where the top title might cause some confusion, but the e-mail does contain further information on the conditions related to the free upgrade offer, as do the pages linked
from the e-mail if clicked through. If read in its entirety, this e-mail does set the appropriate limits of the free upgrade offer from *** The date range identified in the e-mail, from August 1st through October 31st, is the time period *** ** would need to have been installed in order to qualify for the free upgrade. Installation between these dates would actually trigger an automatic process from *** to send out the upgrade information and key.As mentioned, we are also running discount offers in conjunction with ***' free upgrade offer. Since you had purchased your copy a few months ago and already installed it, the best we can offer is our lowest discounted price for those customers with qualifying recent orders prior to August 1st. If you would like to purchase *** for $after the discount, please let me know, and I will be happy to get that set up for you.Please contact me and let us know how you would like to proceed as we are very interested in resolving this to your satisfaction

Thank you for allowing me to assistWe are willing to complete the upgrade process to the Aura Pro X driveThe upgrade would provide you with a new year warranty on the Pro driveThe upgrade cost would be $retail is $Please let us know if you would like to proceed with the drive upgrade

Thank you for your response. The tests that we do match the tests completed by *** on verified used machinesWe have *** Certified Techs making sure that all computers are up to standards before shipping outWe 100% confirm before shipping out any computers we make sure they have never and do not have liquid damageWe are 100% sure that no liquid damage was on this computer from the time of the original order as well as the 2nd time it was sent back out T This damage had to be caused after we shipped back the unit for the 2nd timeAt this time we see that you have filed a charge back and nothing further can be done at this timeIf you have any questions about the status of the chargeback, you will need to contact your bankThank you for your time

Initial Business Response /* (1000, 5, 2015/06/22) */
Hello ***,
Thank you so much for your public reviewI am very sorry to hear of any frustration or confusion that has occurredWhen ordering this SSD kit from OWC it does state all parts and accessories that come with itThe SSD kit
includes:
-OWC Aura 6G SSD
-OWC Envoy Pro USB bus-powered* storage solution
-Carrying case
-High-quality double-shielded connecting cable:
USB (Micro-B to Standard-A)
-Pentalobe compatible driver
-Torx T-Screwdriver
I am very sorry for any confusion that the spudger would be included in this kitWe understand that in the video it is shown using the spudgerThe tech in the video is using that tool to keep his hands out of the way of the camera viewOWC wants to provide very clear, precise and high quality videos so everything can be seen clearlyIf the tool was not used, it would not be as clear what connections are being disconnectedThe tool is not needed for the installation
As a time exception we will be more than happy to do is set up a no cost order for a spudger for youA representative of OWC will be reaching out to you shortlyThank you again for your time and review!

We are very sorry for any frustration that has been causedThe original battery was placed on November 11th and was sold with a year Newer Technology Limited WarrantyWe do understand that the original battery purchased failed and a replacement was set up on April 11th This was possible as it was still within the year warranty that came with the original purchase on November 11th As this was a replacement battery and not a brand new purchase, the warranty will still fall under the original purchase date. On April 24th you first contact OWC about the replacement battery failingAt that time we were able to explain that this battery is out side of warrantyThe warranty expired on November 11th 2015. We do apologize for the battery failing outside of the warranty time period and we are more the happy to do everything we can to assist youWe will be happy to provide 50% off of a new battery with a brand new year warranty

Complaint: ***
I am rejecting this response because: ANY
REPUTABLE business will stand by their productThe battery that is LESS THAN ONE YEAR OLD is FAULTYI want 100% replacementI am not interested in paying for a replacement of a replacement of a replacement.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Incomplete correspondence.The link you sent is for a MBPThe drive I need is for a MBA: https://eshop.macsales.com/item/OWC/SSDAP116G960/ Please call me at (*** *** to place the orderThanks in advance.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: still in correspondence to resolve.Yes, I would like a replacementI see that the 1tb Aura 6G has been discontinuedI would like the 1tb Aura 6G ProIf there is an upgrade fee to do this then please adviseI simply cannot afford the risk of putting in another drive that only has a month period of longevityIf we can resolve this amicably I will update my reviews accordingly to reflect a positive outcomeThank you in advance for your consideration
Sincerely,
*** ***

Customer requested a refund on a Factory Seal Apple ComputerOur terms of service state:Restocking Fee: No, item must be returned with approved RMA, in its original condition and OWC or manufacturer-sealed packaging.https://eshop.macsales.com/service/returnpolicy#s27The machine was not returned in
its original manufacturer sealed packaging therefore a restocking fee was assessed to the refundThe customer agree to our terms of service when the order was placedThe machine was returned due to mechanical issues however the machine had a manufacture warranty which would have covered a replacement. The Applecare that was also purchased was refunded

Hello *** We are very sorry for the late response and for any frustration that has been caused during your order processPlease know that we were able to look into this further and find that your order was stopped for verificationThis verification can take up to hours and we are very
sorry this was not clear or explained to youPlease know that we will be more then happy to provide you a full refund on your shipping cost ($21.69)This will be processed in the next 3-business days. We are very sorry again for any frustration this has causedThank you for your time and cooperation

The following are facts and not a fabrication and we stand behind the decision to provide a final replacement for a battery that is out of warranty.Customer's original order for said battery was in July of Battery came with a year manufacture limited warrantyA replacement occurred in July of which resulted in the manufacture sending out a new batteryCustomer contacts us in September of requesting another batteryUnfortunately the battery is over a year out of warrantyA discount on a new purchase of 30% was offeredWe are also willing to go up to 50% off a new battery purchase.Regarding the alleged damage to the machine we never received photos from the customer to document the damageWe are concerned the customer continued to use the battery after stating in the review "It was a slow process where the battery in my laptop expanded..."Contact with the manufacture didn't occur until after the alleged damage occurredAgreed upon terms of sale state the manufacture isn't liable for damage or loss from use of products.We are willing to make one final replacement of the battery at no cost outside of the products warranty

Need clarification on which drive is the issueTwo drive purchases are on fileOne is from December of for a 2010-*** Air and another drive was purchased October Both have been replaced onceWe are open to discussing a different option for either of the drives that are desired
to be upgradedWhat upgrade option was being considered

Hello ** ***,Thank you very much for your reviewWe are sorry for your experiencePlease know that after further review we are going to set up a RMA Refund for your purchase

The customer's request for the restocking fees to be refunded has been approvedRefund is being processed