Techno Intelligence

TL;DR I purchased an HP Laptop 17 computer from Techno Intelligence, who upgraded it to a 2TB boot drive and 2TB secondary drive. The computer I received came with a used, defective SSD and the drive they replaced it with after it died was a fake SSD. My experience with Techno Intelligence is the worst I've had in 40 years of buying and using computers.

Details:
The computer was advertised by the seller as having a 2TB SSD + 2TB HDD configuration. Instead, they shipped it with two 2TB SSDs, which I assumed was due to an error in the listing.

A week after receiving the computer, I discovered that the substituted 2TB SSD had more than 1200 hours of prior use on it. I called the company. They apologized and claimed that their supplier must have inadvertently shipped them the used drive. They offered either to exchange it for a new one or rebate me $69.00, which they said was their cost for the drive. I had no experience installing drives in laptops, so I accepted the rebate rather than risk harming the computer or violating the warranty. They said I could keep the SSD and assured me it would last far longer than the 1200 hours of prior use. I took this to be a good-will gesture for charging me for a new drive but selling me a used one.

Four months later, over the course of a week that included many hours of troubleshooting, the used SSD failed. They replaced the failed SSD with another 2TB SSD, confirming my sense that the listing was in error. That drive also immediately failed, causing further issues and more wasted troubleshooting time. The AC adapter also failed to charge the computer during this time.

I sent them the computer and adapter. They replaced the adapter and said there was nothing wrong with the computer. They wanted to wipe my boot drive because their technician figured the problem was with Windows, though he hadn't even looked in the Event log or written any files to the disk. I reminded them that the errors also occurred outside Windows, at boot time. They agreed to install the original drives, prior to their upgrade, so I could send it back to HP for warranty repair.

Before I did that, I tested the computer with the stock drives and found that the second drive they sent me was counterfeit -- a fake, no-name Chinese drive with a real capacity of only 111GB, modified to appear to be 2TB.

I requested, as a way to get my computer running again with a trustworthy drive and to restore my faith in their company (which offered a two-year warranty), that they refund me the cost of a new, name-brand 2TB SSD. Instead, after more discussion, they offered me a 2TB HDD. I replied that I could not count on them to ship me a reliable, genuine, new drive after they had already sent me two bad ones. I reiterated my request for a refund to cover the cost of a name-brand 2TB SSD. At that point, they stopped communicating with me.

I've since ordered a Samsung SSD at my own expense. The whole experience has been stressful, has denied me the use of my computer, has cost me about 40 hours of wasted time troubleshooting, and I'm also out the cost of the new SSD drive.

From Techno Intelligence, in Oct 2019 I bought an 18 inch HP Envy laptop because, with an eye problem getting worse and a job requiring large sound files, I needed as big a screen as I could get with touch and lots of storage. This fit the bill, providing also a security chip and remaining HP warranty with additional 2-year warranty from Techno Intelligence. I like that the customer service people are in the U.S. They promptly return calls and know how to address any problem. In April 2020 in the midst of the Covid 19 crisis when my HP power adapter failed, they answered my email within hours and then Fed Ex'd a replacement that worked perfectly. I will buy from them again.

Since original order has been placed more than days ago we wont be able to provide refund/credit.Please ship the desktop to us using prepaid shipping label provided so we can service it for youTurn around time is less than a weekShipping and handling fees are paid both ways.Also, you can obtain manufacturer's warranty from ***Their technical support phone number 800-999-3355Thank you

Dear [redacted],This email is to follow up your recent...

request.Attachedpleasefind a pre-paid [redacted] return shipping label.You may ship the item from the nearest [redacted] office, which can be found on [redacted]Please ship the desktop only.We will be glad to service your desktop.Thank you for your patience and understanding.Gregory S.Customer Service Team.1-877-850-6464

Hello,We have checked our records and there is no record of [redacted] purchasing [redacted] for $1469.00 on 01/30/2017In order to properly respond to your request please provide the order number or proof of purchase.Thanbk you.

Revdex.com: (this consumer response was received by Revdex.com via email.)
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Since the hard drive never worked and windows 10 never worked, we would like to have a refund and/or credit.The nature of our business does not allow us to pack the computer and ship it out.
Regards,
[redacted]