Other World Computing, Inc.

Hello [redacted],Thank you so much for your review and we are very sorry that you have not seen your refund yet. I was able to look into this further and see that a refund was processed to a [redacted] ending in [redacted] on December 4th 2015. The amount of the refund was for $424.00. The full price of...

$445.20 will not be able to be refunded as the cost of shipping will not be refunded. When the order was placed online, the incorrect order was purchased and would not be responsible for the shipping charges that were applied when the wrong product was placed. We are very sorry that this happened and we will be more then happy to help you order the correct item. If you are still unable to see this refund please feel free to contact OWC and we will be happy to provide the Memo that has been applied to your account. Thank you for all of your time and let us know if there is anything further we can do to assist you!

Dear [redacted], Thank you so much for your review with us. We are very sorry to hear about experience that you have with your purchase from [redacted]. Please know that this type of SSD behavior is not common and we would love to work with you on a resolution. Please know that a representative...

will be reaching out to you shortly. We are very sorry for any frustration that this has caused you. Thank you for your time and cooperation.

Hello, We are very sorry to hear about your experience. Please know we would love to speak with you further! A representative will be reaching out to you shortly to work towards a resolution!

Hello [redacted]We are very sorry but as stated in previous emails we were able to 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 Parallels.  The date range identified in the e-mail, from August 1st through October 31st, is the time period [redacted] 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 [redacted] to send out the upgrade information and key.As mentioned, we are also running discount offers in conjunction with Parallels' 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 [redacted] 12 for $35 after the discount, please let me know, and I will be happy to get that set up for you.Please contact us if you would like to take this discount.

Hello [redacted]Thank you so much for your review and explanation of the experience with your order. We are very sorry for any inconvenience that has been caused. Looking into this further I see that a resolution has been made. Due to a cable not being sent in, a refund was not processed right away. At...

this time a refund for $1,529.10 will be processed and be able to be seen in your account in the next 2-4 days. Once the cable is sent into OWC and received a refund of $169.90 will be refunded. This will make a full refund of $1,699.00. We will make sure that a full refund is processed back into your account!  If you have any further questions or concerns, please feel free to contact us and we will be happy to assist you further!

1) Our records show that customer [redacted] purchased a computer from us at 7:35PM on Monday November 21, 2016. Although our website states that machines ship within 24 hours our systems show her order was shipped the same day the order was placed, and did so with overnight shipping through [redacted]...

2) While we are able to dictate to [redacted] the type of shipping the customer has chosen, we do not have control over the actions of the carrier. Unfortunately there was a transit delay with Ms[redacted] shipment that resulted in the machine being delivered on Wednesday November 23, 2016. Due to this delay [redacted], the website for Other World Computing, refunded the customer’s overnight shipping in full. This refund amounted to $57.16. 3) Our customer service records show that Ms. [redacted] did contact us the same day she received the computer and reported performance issues to us. She claimed that the machine wouldn’t boot past the Apple screen. She spoke with one of our customer service representatives and received her Return Merchandise Authorization number, which allowed her to return the machine to us in such a way that we could track the shipment and attribute it to her account. 4) Our shipping records show that the customer did ship her laptop back on 11/25. We began processing her return at the start of business on 11/30. Our internal process mandates that we thoroughly check all returns given to us for completeness. This ensures that no parts were left out of the package, and no parts belonging to the customer were erroneously included in the package. Since the customer complained that the computer was not functioning, this prompted our team to run several diagnostics on the computer to see where the error was occurring. At this time our customer returns team noticed that there was liquid damage to the computer. Our internal notes are as follows: SN match, returned complete - liquid damage on the interior. - reviewed with EW and RL, consensus is spill is too fresh appears to be soda or juice - build would have been stopped had it happened here, would not have shipped - sending pix to CCSUPS Dj3 11/30/16 First, there is an absence of a note on the packaging. Whenever our customer returns team receives any package, any damage is noted in the customer notes.  The absence of such a note here means that there was no damage visible to the packaging. SN means serial number. This is the verification step to ensure that the computer returned was the one sent to the customer. The following note means that the computer was received with all appropriate cables and discs. For evidence of the liquid damage on the interior of the machine, please see the pictures enclosed with this mailing. The following line says that the person processing the machine, in this case [redacted] reviewed the machine with the help of [redacted]. This was done because the spill of liquid in the interior appeared to be fresh, which means that the spill occurred in the last few days. It was not an old spill that could have been overlooked in the quality control process. Additionally, the spill was food-based, not chemical or water based as might be incurred had the computer or packaging leaked in transit. Next, the following line of the internal notes is the most important. It states that the build-out of the computer during the original quality control process would have been stopped originally and would never have been shipped to a customer if there was evidence of any spill or liquid damage within the machine. Liquid damage is too unpredictable and makes a machine non-saleable. When we sell refurbished computers, the machines undergo a multi-point inspection process. In this way we have notes as to the exact qualities of each machine we ship. Our proprietary and confidential process is as follows: 1.     The machine receives a grade based on external cosmetics. That is to say, any scratches or dings on the cover of the machine are logged and ultimately are reflected in the price of the machine. Machines with internal flaws are not permitted to be sold. 2.     The machine goes through a hardware test to ensure it is in working condition. This means the computer boots up properly, the ports on the computer are functioning, and the base hardware of the computer is all usable. a.     The computer’s hard drive is securely erased, and an OS is installed. We have a machine that writes over all of the data on the hard drive with ones and zeros to replace all of the current data on the computer. This ensures that no machine is sold with existed data. Once erased, computers have an operating system installed, which also overwrites existing data. 3.     The external faces of the machine are cleaned so the screen and body are free from any dust or debris. 4.     Another team member different from the previous team member working with the computer reevaluates the external condition of the machine to confirm the grade provided. 5.     The machine is physically opened, inspected for damage including liquid, and cleaned. Up until this point, the machine has had to be turned off and on several times and each system and port of the machine evaluated for functionality. This final step is to ensure the operability and performance previously noted will continue for the customer. As mentioned before, any liquid damage has the potential to render a machine non-functioning at any time. As such, we do not sell machines with any liquid damage present internally. Finally, because our quality control process is checked and rechecked multiple times, the third bullet references our internal procedure for our own notes as a way of further elucidating our process.  When it says “build would have been stopped here” the notes mean that the inspection, cleaning, and upgrade would have been stopped in the initial quality control process had there been liquid found in the machine initially.  As such, since the machine would not be able to be shipped with liquid present initially, and since we ship our computers in packaging that guards against any liquid exposure, and additionally since the return package had no damage present, the only place the liquid could have been spilled into the machine is at the customer’s house.  Given our myriad of checks and rechecks, there was no way for the computer to have originally shipped with liquid damage in it or for the computer to have received such liquid damage during the transportation process. Please see attached photos showing the liquid residue present in the machine. 5) The Leadership Member referenced by Ms. [redacted] as [redacted] did disconnect the call with the Ms. [redacted]. After we informed the customer that we had found she spilled liquid in the computer and that this was not covered by the warranty, Ms. [redacted] began verbally abusing our employee. The customer was requested to stop using profanity directed at the Leadership Member who was assisting. Because the abusive language continued, our processes dictate that the employee should hang up if the customer is unable to stop the abuse. Ms [redacted] has publicly admitted to using profanity over social media (See Facebook Media Post Attachment). 6) Ms. [redacted] requests that her laptop either be replaced or refunded. This is not possible, as the damage she did to the computer is not covered by our stated warranty policies. As proven in section 4 above, the liquid damage to the computer could not have come from anyone but the customer. This type of damage is not covered by our stated warranty policies. Our limited lifetime warranty policy located here: https://eshop.[redacted]/Service/warranty/owc-productwarranty_lifetime.cfm states that the “warranty does not apply: (b) to damage caused by accident, abuse, misuse.” This same language is also echoed in the product warranty section on the terms of sale page: https://eshop.[redacted]/service/terms/sale#s9 . Since this damage was caused by a customer accident and is not  a defect of workmanship or materials, the customer has violated the warranty terms and may not receive a replacement or refund for this machine. In summation, we have reviewed the records of the transaction and reached out to the customer on multiple occasions. We have already refunded the expedited shipping paid by the customer since the shipment did not arrive on time. Ms. [redacted] spilled a substance in her computer and requested warranty service. We evaluated the machine and determined that the liquid residue was not present in the machine previously and that we would not be able to offer warranty service on the purchased machine. Ms. [redacted] verbally abused our employee and is now demanding that her machine receive warranty service in addition to being repaid for shipping yet again. At this time we are unable to offer any additional options to Ms. [redacted].

Complaint: [redacted]Thank you for your response. However, I am rejecting this response because:OWC / MacSales.com claims that they examined the computer prior to shipment and during repair, guaranteeing that there was no liquid damage. This statement is unsubstantiated due to the matter at hand. While i'm certain that this might be a case a majority of the time, in this instance this is untrue. The response is predicated on general procedure, rather than factual matter of a specific device. I am guaranteeing that in no way did I, nor anyone else cause the damage. I am 100% certain of this. The computer has had issues since receipt, and this has been communicated to OWC on several occasions since receipt. The fact is, is that this is how the computer was sent out by OWC, the first time (purchase). Liquid damage WAS missed by the techs at OWC is only an testament to the high level of incompetence demonstrated by techs. The general non acceptance of any kind of responsibility or desire to resolve the situation has proven to be the norm with OWC. I am prepared to continue until full resolution of the matter has been made. Thank you. 
Sincerely,
[redacted]

Customer's original order for said battery was in July of 2015. Battery came with a 1 year manufacture limited warranty. A replacement occurred in July of 2016 which resulted in the manufacture sending out a new battery. Customer contacts us in September of 2017 requesting another battery....

Unfortunately the battery is over a year out of warranty. A discount on a new purchase of 30% was offered. We 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 damage. We 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 occurred. Agreed 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.

Complaint: [redacted]
I am rejecting this response for reasons previously stated to the company. The wording of the email say QUALIFIES, not may qualify.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The problem was not with OCW. Chase bank did not process the refund until today. Please close this complaint. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:i did receive an email from them offering for me to buy yet another battery. I did not respond because, as I stated previously, I will not spend the money just to receive all the hassle again that I have been through. I will be speaking with help regarding emotional distress due to negligent infliction. I have had a relapse because of this, migraines and lack of sleep. All I wanted was a battery that fit and worked in my laptop. I've lost school work time as well. I really can't believe all that they have offered me is free shipping when I BUY another battery! I will attempt one last time to settle this among ourselves before proceeding further. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The fabrication is that you are stating that my computer was not damaged or that I did it, lol.  It was the replacement battery that obviously was not new or built correctly.  The only recourse I will accept is a replacement of similar computer.  You can resell the one you damaged since you do sell second hand computers.  Deal with it yourself I am not.
Sincerely,
[redacted]

Hello [redacted] We are very sorry for the error that has occurred. At this time we shipping you a fourth memory chip out with Saturday Delivery to bring your RAM up to 16GBs. We have also put in a request to get you a 512GB SSD, which we will receive within 10 days. Once we get that, the SSD will...

be shipped to you overnight as well. As stated over a phone call we will not be able to send you an upgraded graphics card. We however will be refunding you $200 for the price difference between the cards. We will also be providing a refund for the price of shipping $77.93. We are very sorry again for the error and we appreciate all of your time and cooperation!