The Homes Magazine

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: *** ***, Owner
Contact Phone: ***
Contact Email: ***
I would like to reply to this complaint by addressing the ***'s claimsEach response is numbered
I bought a laptop from ***,
explaining clearly what my needs wereHe seemed helpful, and agreed to lower the price of my laptop, although he later didn't
That is correct I offered a $discount on the laptop but we engaged in so much conversation between herself, her mother and myself that I forgot to apply the discountI told *** in a follow up email that I would give her back $10+tx
The laptop showed evidence of problems when I tried to turn it onI called *** to ask about a return as it didn't fit my clearly explained needs and I was concerned*** ***
What *** is calling problems were simply updatesWhen she turned on the computer in the morning it had to do windows updatesShe called my while this was happening and told me she wanted to return itI told her updates are not a reason to return a laptop and every laptop goes through that
*** *** I did tell her she was being unreasonable *** because you cannot return a laptop because it is doing updates***
He said that unless the laptop failed to turn on and was broken, he would not return it and that I had to take it to his store so he could fix it
While *** and her mother were looking at the laptop I explained the warranty which is written on the bottom of her receipt as wellI told them "If you have a problem with the laptop I will fix it, If I cannot fix it I will replace it, If I cannot replace it I will refund your money"*** and her mother commented that it was a great warrantyWhen *** called because she was upset that the computer was doing updates which can take over an hour I told her "updates are not a reason to return a laptopIf it has another issue to bring it in and I would fix it."
The laptop is slow and unreliable, and I told him I needed a reliable laptop ***He said that my problem was non-existant and impossible, even though I told him exactly what the issue was and that I had seen the error message on the laptop
***I didn't say was non-existant and impossibleI told her that "updates are not a problem"I also said "if there is an error message then bring it in and I will look at it and fix it." But at this point *** was adamant that she wanted to return the laptopThe error message had disappeared and she could not tell me what it wasShe said it was related to not updating but she could not tell me exactly what it was since it was goneWell proof that the error message has resolved itself is the fact that she is telling me that the laptop is doing updatesSecondly the speed of the laptop was displayed while she was here and she was happy with it's performance on the internet
When I told him in more detail,he admitted that the problem was valid but an expected issue, and that I was being ridiculous because I was concerned
***I never once said there was a problem with the laptopI said "updates can take 1-hours to update depending on the updates"The word ridiculous was not used eitherI told her repeatedly she was being unreasonable since you cannot return a laptop because it is doing updates and there was an error message that is now gone*** ***
He said the problem would take 2-hours to resolve, and I said *** can't wait 2-hours***
Again the 2-hours to resolve the situation were for updatesI explained to her that so many updates only happens once then after that updates are usually to updates and don't take so long so it is not a concern that this would happen again and interrupt ***
***
I asked why he didn't solve the problem before he sold the laptop, and he said he was too busy as he sold 50+ laptops a monthThat's fair, but we're all busy
This is trueI don't let all laptops perform updates since it takes too long for all the laptops I sellIt is up to the customer to perform the updates
Resolution:
I will honor ***'s warranty that was explained to her before she bought the laptop and is written on her receipt"If I cannot fix it, I will replace it, if I cannot replace it I will refund her money"So far she has not presented an issue that has to be fixeddates are done and the error message is gone