I am beyond disappointed. I thought OWC, Other World Computing strives to provide the world's best customer service and products. My experience thus far fails immeasurably to meet the
exceptional standards that Larry O'Conner put in place as a company.
To date, I haven't heard from Ishmael A or anyone at OWC since sending my email Response on October 4, 2022@7:50 pm to his email offer of September 30, 2022@2:42 pm
Re: Case: 01541723 Mac In-Store Credit
Here is Ishmael A. OWC's emailed offer of September 30, 2022, at 2:42 pm.
Hello Ken,
Thank you for contacting OWC for your customer service needs. I've confirmed with management that the option we can provide would be in-store credit with a 25% restocking fee for the Mac. Please let me know if you would like to move forward with this option and I will begin the process. If you have any questions please let me know.
Best regards,
Ishmael A.
Customer Experience Representative
OWC
8 Galaxy Way
Woodstock, Il 60098
My response to his offer was on October 4, 2022@7:50 pm.
Ishmael, Let me recap what we discuss prior to you going to your boss.
Purchased a macOS 21.5 inch with Catalina late 3013 8/2/22 from mac sales. Couldn't pick it up due to surgeries until 8/11/22 at the UPS store in Eustis, Florida I couldn't set it up till the 24th of September because of cancer surgeries and other health issues.
I finished the setup on Sunday the 25th. I discovered the mac didn't have the programs I needed such as Pages and Numbers. I called Apple and Robin worked a long time trying to get pages and numbers to no avail. Robin said my MacOS Catalina 10.15.7 comes with both pages and numbers. After some time she said let's uninstall it so that's what we did. Because it will take a long time to install, she gave me case number 101814504098. Since it will take a long time to install.
Finally the next day it was installed.
Opening the computer, I search but Pages and Numbers were not there.
I called Apple again and gave Elisha the case number. After quite a while he finally discovered that to download pages and numbers you need version 11 or higher.
We tried and tried but it didn’t work …it can't be installed.
There’s no way to get pages and numbers or iWork to installed on the macOS Catalina 10.15.7. you need 11 or higher and 11 will not install on this mac!
I called OWC Thursday 9/29/22 at 5:58 pm and spoke with you Ishmael A.
I explained everything to you stating the surgery dates and what Apple said.
You checked it out by looking it up and confirmed what Apple told me…..You said "Your right” "You can’t get Pages and Numbers and you need to have version 11 or higher".
I told you I need to have pages and numbers to work. I purchase the computer and according to Apple macOS Catalina comes with pages and numbers.
I should have all the programs, but I don’t have and can't get Pages and Numbers. The Mac computer is DEFECTIVE.
The company needs to send me a Mac that works and has all the programs and I shouldn’t have to pay for the return of the defective computer or the shipping of a new mac.
You said you understood and that you would have to take it to your boss to see what can be done. Let me say, didn’t sound very optimistic, which worried me.
That was the essence of our conversation.
With that said. My response to your email Is, in one word “Absurd". An 88 Multi-Million Dollar company fashioned and built by a young entrepreneur by the name of Larry O’Connor Jr would never ever place his good name and reputation on the line to not take good care of his customers in the way you have proposed.
Ishmael A. I absolutely do not agree with your proposal nor would Larry!
As you know, I need to have pages and numbers to work. I purchase the computer and according to Apple macOS Catalina comes with pages and numbers.
The Mac computer left the factory DEFECTIVE. Apple said this computer comes pre-programmed with Pages and Numbers. As Apple said and you confirmed, this computer needs version 11 or higher.
I’m NOT paying a 25% restocking fee for a defective computer.
OWC Should without hesitation and without any cost, replace the defective computer with one comparable, equal to or more than the value of the defective computer free of defects with a return shipping label for the return of the defective computer ASAP.
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 damageThis statement is unsubstantiated due to the matter at handWhile i'm certain that this might be a case a majority of the time, in this instance this is untrueThe 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 damageI am 100% certain of thisThe computer has had issues since receipt, and this has been communicated to OWC on several occasions since receiptThe 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] ***
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 $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 bankWe 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!
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] for $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
Complaint: [redacted] I am rejecting this response because: correspondence to complete the dispute is incomplete.The drive in question is the December 1TB Aura 6G for [redacted] Air (pro was not available at time of purchase)The Drive was installed in Spring Lasted yearsReplacement came in February Installed in Summer Failed in Winter Warranty replacement lasted monthsOriginal [redacted] 250GB SSD works fineNoticed 1TB Aura 6G has since been discontinued by OWCPreviously at time of replacement I stated to Customer Service that I wanted to pay more to obtain the Aura 6G Pro because I did not want another drive failure and this was refusedI was given another Aura 6G drive with limited lifespan that only lasted monthsSocial Media Manager [redacted] has also reached out to me stating that OWC would send a replacement, I replied, although have not received a responseHope that we can solve this satisfactorily for all partiesThanks in advance Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The response they are providing is a fabrication to get out of what happened I contacted my lawyer and he told me to contact the Revdex.com first which is what I did Next step is to get him involved If I accept this, their fabrication continues I'm not accepting it I'll accept what they plan to do about damaging my computer with a manufactured part that was so faulty it damaged my computer This needs to be taken care of and if OWC wants to go after the manufacturer of the battery go for it.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 Sincerely, [redacted]
We are very sorry for any frustration that has been causedWe are more than happy to assist you with resolving your drive issue Looking into your contacts with us we have been able to offer free technical troubleshooting, a standard replacement, the option for an Advanced Replacement RMA (we send you a new unit first with a hold of funds that is removed on the return of the original product), and we have also offered you a full refund with a free pre-paid shipping label We are more than happy to help you get a brand new unit or a full refundWe would love to work towards a resolution with youIf there is a different resolution that you would like, please let us know and we will be happy to work with you
Thank you [redacted] for allowing us to set up a new upgrade order to an Aura Pro X driveThe order has shipped and here is the link to your tracking: https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=[redacted] Updated shipping information will be present later tonight
The customer was offered free technical troubleshooting, a standard replacement, the option for an Advanced Replacement RMA (we send you a new unit first with a temporary hold of funds that is removed on the return of the original product, NOTE: No charge is made), and we have also offered a full refund with a free pre-paid shipping label.We are more than happy to help this customer get a brand new unit or a full refundNone of our services would have resulted in the customer spending moneyWe would still love to work towards a resolution.We are also concerned the customer sold a potentially problematic drive to another party as receipt of the drive would be needed for warranty fulfillment
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 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: [redacted] I am rejecting this response because: Correspondence still ongoing.Yes, this is acceptable for a resolutionPlease forward an invoice / checkout page for me to complete the drive upgrade transactionThanks in advance Sincerely, [redacted]
A full refund for the original purchase amount of $is being provided to the customerThe amount of failures experienced by the customer, while rare, shouldn't have occurredThe adapters we sell our Apple genuine and we stand behind that factFWIW the reviews and feedback for Apple's MagSafe even from their own site is Stars out of 5: http://www.apple.com/shop/product/MD506LL/A/apple-85w-magsafe-2-power-adapter-fo...⇄ this time we have reached out to the customer for his credit card information so the refund can be provided
Hello ***Thank you so much for your review! We greatly appreciate all of your time! Please know that a representative of OWC will be contacting you to assist you in this! We look forward to working with you on a resolution!
Dear [redacted] , Thank you so much for your review with usWe 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 resolutionPlease know that a representative will be reaching out to you shortlyWe are very sorry for any frustration that this has caused youThank you for your time and cooperation
Hello [redacted] , Thank you so much for your review and we are very sorry that you have not seen your refund yetI was able to look into this further and see that a refund was processed to a [redacted] ending in [redacted] on December 4th The amount of the refund was for $The full price of $will not be able to be refunded as the cost of shipping will not be refundedWhen 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 placedWe are very sorry that this happened and we will be more then happy to help you order the correct itemIf 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 accountThank you for all of your time and let us know if there is anything further we can do to assist you!
Hello ***, Helvetica;">Thank you so much for your review and we are very sorry for any frustration that has been causedWe have been able to refund you the full amount of your order of $We will be happy to get you the Credit Memos sent to you by emailPlease be aware that we were able to process the refund when promisedThe process of a refund with [redacted] is a little different and can take some timeWe have to physically refund [redacted] first then once they accept it and process the refund, they put it back into your accountWe are very sorry but we do not have any control on how quickly [redacted] processes this We would also like to clarify that we no way and OWC in no way intends to sell faulty productsThe fact that your unit came back and failed is very rare and we do apologize for this Please know an email will be sent to you shortly with the proof of a full refundThank you for your time and cooperation!
Complaint: [redacted] Thank you for your responseHowever, 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 damageThis statement is unsubstantiated due to the matter at handWhile i'm certain that this might be a case a majority of the time, in this instance this is untrueThe response is predicated on general procedure, rather than factual matter of a specific deviceI am guaranteeing that in no way did I, nor anyone else cause the damageI am 100% certain of thisThe computer has had issues since receipt, and this has been communicated to OWC on several occasions since receiptThe 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 techsThe general non acceptance of any kind of responsibility or desire to resolve the situation has proven to be the norm with OWCI am prepared to continue until full resolution of the matter has been madeThank you Sincerely, [redacted] ***
Hello,We are very sorry for any frustration that has been caused in this matter but please know that we have contacted Mr. [redacted] and since not received a response back. In correspondence with Mr. [redacted] on ticket ID [redacted] we were able to speak and go over the authorizations and charge that Mr. [redacted] was seeing on his card. We were able to state: "At this time both authorizations (hold of funds) have been dropped. Those funds should not be available again. If it is not, you may have to call your bank. As for the refund of the original order we have set this up and has been processed. As payment was given by [redacted] , OWC has refunded [redacted] who will then refund your account. This can take anywhere from 24-72 hours." This was expressed on November 30th at 03:02 PM CST. We have since confirmed that both authorizations and the charge of $99.78 for the original purchase has been refunded to Mr. ***'s account. On December 1st at 02:13 PM CST and email was sent to Mr. [redacted] looking to work on a resolution. At this time we have not received any correspondence back. OWC is more than happy to work with Mr. [redacted] and provide the great customer service that we strive to provide. Please know that an email has been sent again today December 9th at 09:34 am looking to work with Mr. ***. We are more than happy to help!
Initial Business Response / [redacted] (1000, 5, 2015/01/22) */ We apologize for any inconvenience [redacted] has experienced Most [redacted] shipments using the method she selected do arrive between 5-days so this is what we advertiseThey do also have mis-sorts or other delays on occasion so in order to prevent duplicate shipments, etc, we typically wait until it can be assured that the shipment is officially considered lost by the postal service (typically just a few extra days) to offer the option to re-ship or refund We are showing that the shipment is now showing that it has delivered In any case we are attempting to get in touch with [redacted] to apologize and go over what options we have if she still has not received the shipment Thank you for your assistance Have a great day! Thanks, [redacted] The information transmitted in this email is intended only for the person or entity to which it is addressed and may contain CONFIDENTIAL materialIf you receive this material/information in error, please contact the sender and delete or destroy the material/informationReproduction, or other use of this information without the express consent of the sender is prohibited Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) At the writing of their response, the shipment had not yet been receivedHowever, it now hasUnfortunately, it was only after my complaint made to Revdex.com and my [redacted] that OWC became attentive to my issueI suspect that without the intervention of these other regulatory bodies, OWC would have continued to demand affidavits and place other inappropriate conditions on the refund I was owed solely to avoid paying the refundAt this time, I am still highly unsatisfied with their level of customer careWhile I am no longer owed the product, I am considering proceeding with the return based on my level of dissatisfaction with the manner in which this company chooses to do business Final Business Response / [redacted] (4000, 9, 2015/01/27) */ We were able to get in touch with [redacted] We were able to confirm that the shipment has been receivedWe were also able to explain that the affidavit is simply standard procedure to confirm the shipment has not yet been delivered and that the customer understands that if it arrives we would have to request the duplicate be returned As a courtesy we offered a 10% discount and upgraded shipping on a future orderAt this time [redacted] has accepted our offer and we consider this matter closed Thank you for your helpHave a great day! [redacted]
exceptional standards that Larry O'Conner put in place as a company.
To date, I haven't heard from Ishmael A or anyone at OWC since sending my email Response on October 4, 2022@7:50 pm to his email offer of September 30, 2022@2:42 pm
Re: Case: 01541723 Mac In-Store Credit
Here is Ishmael A. OWC's emailed offer of September 30, 2022, at 2:42 pm.
Hello Ken,
Thank you for contacting OWC for your customer service needs. I've confirmed with management that the option we can provide would be in-store credit with a 25% restocking fee for the Mac. Please let me know if you would like to move forward with this option and I will begin the process. If you have any questions please let me know.
Best regards,
Ishmael A.
Customer Experience Representative
OWC
8 Galaxy Way
Woodstock, Il 60098
My response to his offer was on October 4, 2022@7:50 pm.
Ishmael, Let me recap what we discuss prior to you going to your boss.
Purchased a macOS 21.5 inch with Catalina late 3013 8/2/22 from mac sales. Couldn't pick it up due to surgeries until 8/11/22 at the UPS store in Eustis, Florida I couldn't set it up till the 24th of September because of cancer surgeries and other health issues.
I finished the setup on Sunday the 25th. I discovered the mac didn't have the programs I needed such as Pages and Numbers. I called Apple and Robin worked a long time trying to get pages and numbers to no avail. Robin said my MacOS Catalina 10.15.7 comes with both pages and numbers. After some time she said let's uninstall it so that's what we did. Because it will take a long time to install, she gave me case number 101814504098. Since it will take a long time to install.
Finally the next day it was installed.
Opening the computer, I search but Pages and Numbers were not there.
I called Apple again and gave Elisha the case number. After quite a while he finally discovered that to download pages and numbers you need version 11 or higher.
We tried and tried but it didn’t work …it can't be installed.
There’s no way to get pages and numbers or iWork to installed on the macOS Catalina 10.15.7. you need 11 or higher and 11 will not install on this mac!
I called OWC Thursday 9/29/22 at 5:58 pm and spoke with you Ishmael A.
I explained everything to you stating the surgery dates and what Apple said.
You checked it out by looking it up and confirmed what Apple told me…..You said "Your right” "You can’t get Pages and Numbers and you need to have version 11 or higher".
I told you I need to have pages and numbers to work. I purchase the computer and according to Apple macOS Catalina comes with pages and numbers.
I should have all the programs, but I don’t have and can't get Pages and Numbers. The Mac computer is DEFECTIVE.
The company needs to send me a Mac that works and has all the programs and I shouldn’t have to pay for the return of the defective computer or the shipping of a new mac.
You said you understood and that you would have to take it to your boss to see what can be done. Let me say, didn’t sound very optimistic, which worried me.
That was the essence of our conversation.
With that said. My response to your email Is, in one word “Absurd". An 88 Multi-Million Dollar company fashioned and built by a young entrepreneur by the name of Larry O’Connor Jr would never ever place his good name and reputation on the line to not take good care of his customers in the way you have proposed.
Ishmael A. I absolutely do not agree with your proposal nor would Larry!
As you know, I need to have pages and numbers to work. I purchase the computer and according to Apple macOS Catalina comes with pages and numbers.
The Mac computer left the factory DEFECTIVE. Apple said this computer comes pre-programmed with Pages and Numbers. As Apple said and you confirmed, this computer needs version 11 or higher.
I’m NOT paying a 25% restocking fee for a defective computer.
OWC Should without hesitation and without any cost, replace the defective computer with one comparable, equal to or more than the value of the defective computer free of defects with a return shipping label for the return of the defective computer ASAP.
Respectfully;
Kenneth Kellerman
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 damageThis statement is unsubstantiated due to the matter at handWhile i'm certain that this might be a case a majority of the time, in this instance this is untrueThe 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 damageI am 100% certain of thisThe computer has had issues since receipt, and this has been communicated to OWC on several occasions since receiptThe 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] ***
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 $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 bankWe 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!
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] for $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
Complaint: [redacted] I am rejecting this response because: correspondence to complete the dispute is incomplete.The drive in question is the December 1TB Aura 6G for [redacted] Air (pro was not available at time of purchase)The Drive was installed in Spring Lasted yearsReplacement came in February Installed in Summer Failed in Winter Warranty replacement lasted monthsOriginal [redacted] 250GB SSD works fineNoticed 1TB Aura 6G has since been discontinued by OWCPreviously at time of replacement I stated to Customer Service that I wanted to pay more to obtain the Aura 6G Pro because I did not want another drive failure and this was refusedI was given another Aura 6G drive with limited lifespan that only lasted monthsSocial Media Manager [redacted] has also reached out to me stating that OWC would send a replacement, I replied, although have not received a responseHope that we can solve this satisfactorily for all partiesThanks in advance Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The response they are providing is a fabrication to get out of what happened I contacted my lawyer and he told me to contact the Revdex.com first which is what I did Next step is to get him involved If I accept this, their fabrication continues I'm not accepting it I'll accept what they plan to do about damaging my computer with a manufactured part that was so faulty it damaged my computer This needs to be taken care of and if OWC wants to go after the manufacturer of the battery go for it.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 Sincerely, [redacted]
We are very sorry for any frustration that has been causedWe are more than happy to assist you with resolving your drive issue Looking into your contacts with us we have been able to offer free technical troubleshooting, a standard replacement, the option for an Advanced Replacement RMA (we send you a new unit first with a hold of funds that is removed on the return of the original product), and we have also offered you a full refund with a free pre-paid shipping label We are more than happy to help you get a brand new unit or a full refundWe would love to work towards a resolution with youIf there is a different resolution that you would like, please let us know and we will be happy to work with you
Thank you [redacted] for allowing us to set up a new upgrade order to an Aura Pro X driveThe order has shipped and here is the link to your tracking: https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=[redacted] Updated shipping information will be present later tonight
The customer was offered free technical troubleshooting, a standard replacement, the option for an Advanced Replacement RMA (we send you a new unit first with a temporary hold of funds that is removed on the return of the original product, NOTE: No charge is made), and we have also offered a full refund with a free pre-paid shipping label.We are more than happy to help this customer get a brand new unit or a full refundNone of our services would have resulted in the customer spending moneyWe would still love to work towards a resolution.We are also concerned the customer sold a potentially problematic drive to another party as receipt of the drive would be needed for warranty fulfillment
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 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: [redacted] I am rejecting this response because: Correspondence still ongoing.Yes, this is acceptable for a resolutionPlease forward an invoice / checkout page for me to complete the drive upgrade transactionThanks in advance Sincerely, [redacted]
A full refund for the original purchase amount of $is being provided to the customerThe amount of failures experienced by the customer, while rare, shouldn't have occurredThe adapters we sell our Apple genuine and we stand behind that factFWIW the reviews and feedback for Apple's MagSafe even from their own site is Stars out of 5: http://www.apple.com/shop/product/MD506LL/A/apple-85w-magsafe-2-power-adapter-fo...⇄ this time we have reached out to the customer for his credit card information so the refund can be provided
Hello ***Thank you so much for your review! We greatly appreciate all of your time! Please know that a representative of OWC will be contacting you to assist you in this! We look forward to working with you on a resolution!
Dear [redacted] , Thank you so much for your review with usWe 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 resolutionPlease know that a representative will be reaching out to you shortlyWe are very sorry for any frustration that this has caused youThank you for your time and cooperation
Hello [redacted] , Thank you so much for your review and we are very sorry that you have not seen your refund yetI was able to look into this further and see that a refund was processed to a [redacted] ending in [redacted] on December 4th The amount of the refund was for $The full price of $will not be able to be refunded as the cost of shipping will not be refundedWhen 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 placedWe are very sorry that this happened and we will be more then happy to help you order the correct itemIf 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 accountThank you for all of your time and let us know if there is anything further we can do to assist you!
Hello ***, Helvetica;">Thank you so much for your review and we are very sorry for any frustration that has been causedWe have been able to refund you the full amount of your order of $We will be happy to get you the Credit Memos sent to you by emailPlease be aware that we were able to process the refund when promisedThe process of a refund with [redacted] is a little different and can take some timeWe have to physically refund [redacted] first then once they accept it and process the refund, they put it back into your accountWe are very sorry but we do not have any control on how quickly [redacted] processes this We would also like to clarify that we no way and OWC in no way intends to sell faulty productsThe fact that your unit came back and failed is very rare and we do apologize for this Please know an email will be sent to you shortly with the proof of a full refundThank you for your time and cooperation!
Complaint: [redacted] Thank you for your responseHowever, 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 damageThis statement is unsubstantiated due to the matter at handWhile i'm certain that this might be a case a majority of the time, in this instance this is untrueThe response is predicated on general procedure, rather than factual matter of a specific deviceI am guaranteeing that in no way did I, nor anyone else cause the damageI am 100% certain of thisThe computer has had issues since receipt, and this has been communicated to OWC on several occasions since receiptThe 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 techsThe general non acceptance of any kind of responsibility or desire to resolve the situation has proven to be the norm with OWCI am prepared to continue until full resolution of the matter has been madeThank you Sincerely, [redacted] ***
Hello,We are very sorry for any frustration that has been caused in this matter but please know that we have contacted Mr. [redacted] and since not received a response back. In correspondence with Mr. [redacted] on ticket ID [redacted] we were able to speak and go over the authorizations and charge that Mr. [redacted] was seeing on his card. We were able to state: "At this time both authorizations (hold of funds) have been dropped. Those funds should not be available again. If it is not, you may have to call your bank. As for the refund of the original order we have set this up and has been processed. As payment was given by [redacted] , OWC has refunded [redacted] who will then refund your account. This can take anywhere from 24-72 hours." This was expressed on November 30th at 03:02 PM CST. We have since confirmed that both authorizations and the charge of $99.78 for the original purchase has been refunded to Mr. ***'s account. On December 1st at 02:13 PM CST and email was sent to Mr. [redacted] looking to work on a resolution. At this time we have not received any correspondence back. OWC is more than happy to work with Mr. [redacted] and provide the great customer service that we strive to provide. Please know that an email has been sent again today December 9th at 09:34 am looking to work with Mr. ***. We are more than happy to help!
Initial Business Response / [redacted] (1000, 5, 2015/01/22) */ We apologize for any inconvenience [redacted] has experienced Most [redacted] shipments using the method she selected do arrive between 5-days so this is what we advertiseThey do also have mis-sorts or other delays on occasion so in order to prevent duplicate shipments, etc, we typically wait until it can be assured that the shipment is officially considered lost by the postal service (typically just a few extra days) to offer the option to re-ship or refund We are showing that the shipment is now showing that it has delivered In any case we are attempting to get in touch with [redacted] to apologize and go over what options we have if she still has not received the shipment Thank you for your assistance Have a great day! Thanks, [redacted] The information transmitted in this email is intended only for the person or entity to which it is addressed and may contain CONFIDENTIAL materialIf you receive this material/information in error, please contact the sender and delete or destroy the material/informationReproduction, or other use of this information without the express consent of the sender is prohibited Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) At the writing of their response, the shipment had not yet been receivedHowever, it now hasUnfortunately, it was only after my complaint made to Revdex.com and my [redacted] that OWC became attentive to my issueI suspect that without the intervention of these other regulatory bodies, OWC would have continued to demand affidavits and place other inappropriate conditions on the refund I was owed solely to avoid paying the refundAt this time, I am still highly unsatisfied with their level of customer careWhile I am no longer owed the product, I am considering proceeding with the return based on my level of dissatisfaction with the manner in which this company chooses to do business Final Business Response / [redacted] (4000, 9, 2015/01/27) */ We were able to get in touch with [redacted] We were able to confirm that the shipment has been receivedWe were also able to explain that the affidavit is simply standard procedure to confirm the shipment has not yet been delivered and that the customer understands that if it arrives we would have to request the duplicate be returned As a courtesy we offered a 10% discount and upgraded shipping on a future orderAt this time [redacted] has accepted our offer and we consider this matter closed Thank you for your helpHave a great day! [redacted]