We received a letter in regards to ID [redacted] a complaint submitted by [redacted] I have reviewed the letter and wanted to point out a few key facts in this matterThe original purchase of a laptop occurred on 04/29/@ 3:pm where the customer had a chance to see the laptop working and the laptop was tested times before being put on the floorA short time later the customer came back in with an issue with the mouse padAlthough we do not offer technical support we gladly inspected the laptop and discovered the pad some how got how turned off by the customerShe left happyOn 5/5/@ approx 1:the customer came in stating the computer was acting up againWe gladly looked into it and discovered that the customer had not yet put an anti virus on the computer (which we advise all customers to do) and it was causing it to act upAt this point to make the customer happy my owner decided to swap out the laptop with another oneThe customer left happyA week or so later the customer came in again with the new laptop and stated the mouse pad stopped workingWe gladly inspected the laptop and discovered she had turned the mouse pad off againWe again fixed it and the customer left happyOn 5/26/the customer came in with the laptop and stated that she put in a game and the computer screen frozeAlthough we do not provide technical support we asked her to leave the laptop with us and we would have one of our employees look in to it the following dayThe following day after letting it charge the employee attempted to get the laptop to come on and it would not do soThe customer came in later that day and we asked what had happenedShe sated that she tried to play a CD rom game and it just went blackBeing that we do not offer technical support and could not get the device to turn on, we recommended the customer take it to best buy or an IT person to see what the game may had done to the computerShe was not happy with that answer and insisted on us giving her another oneShe then left spoke to a man in the car and after he yelled and cussed at her she came back in and asked that we return it againWe again recommended she take it to a laptop repair store to see what may be causing the issueShe then left our store and sent the man in who came in our store yelling because we would not return the laptopI explained our return policy and how it does not cover items broken by customers and recommended he take the laptop to a repair storeHe than began to tell me how he used to steal laptops and sell them to pawn shops all the time and he feels that this is our issueHe then said "Man I don't want to go back to jail over a $laptop" in a very threatening toneI said that wouldn't be a smart thing to do and he must be logical about the situationBefore he left he asked if we would return it or swap it outI again told him noHe then made it a point to look at all of our cameras and then smiled and left with the laptopOn 5/3/woman called with them on 3-way and spoke to the ownerThe woman was very confrontational and threatened to contact an attorney if we do not exchange the laptopThe owner explained the entire story to her which she admitted she was unaware ofHe then asked her to take the laptop to either best buy or an IT person to see what the issue is and then we would further discuss resolutionShe agreed to take it to an IT guy at her work and would call us when she doesWe have not heard from her sinceWe sell 100's of laptops a year and less than 1% of them come back to usWe have been in business for 90+ years and want to make every customer happyWe provided and offered resolutions for this customer and was still very courteous even after being threatenedPlease understand our position and the totality of the circumstanceFeel free to contact me if you have any questions or need audio and video of the transaction [redacted]
Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We received a letter in regards to ID [redacted] a complaint submitted by [redacted]. I have reviewed the letter and wanted to point out a few key facts in this matter. The original purchase of a laptop occurred on...
04/29/2015 @ 3:10 pm where the customer had a chance to see the laptop working and the laptop was tested 3 times before being put on the floor. A short time later the customer came back in with an issue with the mouse pad. Although we do not offer technical support we gladly inspected the laptop and discovered the pad some how got how turned off by the customer. She left happy. On 5/5/2015 @ approx 1:15 the customer came in stating the computer was acting up again. We gladly looked into it and discovered that the customer had not yet put an anti virus on the computer (which we advise all customers to do) and it was causing it to act up. At this point to make the customer happy my owner decided to swap out the laptop with another one. The customer left happy. A week or so later the customer came in again with the new laptop and stated the mouse pad stopped working. We gladly inspected the laptop and discovered she had turned the mouse pad off again. We again fixed it and the customer left happy. On 5/26/2015 the customer came in with the laptop and stated that she put in a game and the computer screen froze. Although we do not provide technical support we asked her to leave the laptop with us and we would have one of our employees look in to it the following day. The following day after letting it charge the employee attempted to get the laptop to come on and it would not do so. The customer came in later that day and we asked what had happened. She sated that she tried to play a CD rom game and it just went black. Being that we do not offer technical support and could not get the device to turn on, we recommended the customer take it to best buy or an IT person to see what the game may had done to the computer. She was not happy with that answer and insisted on us giving her another one. She then left spoke to a man in the car and after he yelled and cussed at her she came back in and asked that we return it again. We again recommended she take it to a laptop repair store to see what may be causing the issue. She then left our store and sent the man in who came in our store yelling because we would not return the laptop. I explained our return policy and how it does not cover items broken by customers and recommended he take the laptop to a repair store. He than began to tell me how he used to steal laptops and sell them to pawn shops all the time and he feels that this is our issue. He then said "Man I don't want to go back to jail over a $250 laptop" in a very threatening tone. I said that wouldn't be a smart thing to do and he must be logical about the situation. Before he left he asked if we would return it or swap it out. I again told him no. He then made it a point to look at all of our cameras and then smiled and left with the laptop. On 5/3/15 woman called with them on 3-way and spoke to the owner. The woman was very confrontational and threatened to contact an attorney if we do not exchange the laptop. The owner explained the entire story to her which she admitted she was unaware of. He then asked her to take the laptop to either best buy or an IT person to see what the issue is and then we would further discuss resolution. She agreed to take it to an IT guy at her work and would call us when she does. We have not heard from her since.
We sell 100's of laptops a year and less than 1% of them come back to us. We have been in business for 90+ years and want to make every customer happy. We provided and offered resolutions for this customer and was still very courteous even after being threatened. Please understand our position and the totality of the circumstance.
Feel free to contact me if you have any questions or need audio and video of the transaction.
[redacted]
We received a letter in regards to ID [redacted] a complaint submitted by [redacted] I have reviewed the letter and wanted to point out a few key facts in this matterThe original purchase of a laptop occurred on 04/29/@ 3:pm where the customer had a chance to see the laptop working and the laptop was tested times before being put on the floorA short time later the customer came back in with an issue with the mouse padAlthough we do not offer technical support we gladly inspected the laptop and discovered the pad some how got how turned off by the customerShe left happyOn 5/5/@ approx 1:the customer came in stating the computer was acting up againWe gladly looked into it and discovered that the customer had not yet put an anti virus on the computer (which we advise all customers to do) and it was causing it to act upAt this point to make the customer happy my owner decided to swap out the laptop with another oneThe customer left happyA week or so later the customer came in again with the new laptop and stated the mouse pad stopped workingWe gladly inspected the laptop and discovered she had turned the mouse pad off againWe again fixed it and the customer left happyOn 5/26/the customer came in with the laptop and stated that she put in a game and the computer screen frozeAlthough we do not provide technical support we asked her to leave the laptop with us and we would have one of our employees look in to it the following dayThe following day after letting it charge the employee attempted to get the laptop to come on and it would not do soThe customer came in later that day and we asked what had happenedShe sated that she tried to play a CD rom game and it just went blackBeing that we do not offer technical support and could not get the device to turn on, we recommended the customer take it to best buy or an IT person to see what the game may had done to the computerShe was not happy with that answer and insisted on us giving her another oneShe then left spoke to a man in the car and after he yelled and cussed at her she came back in and asked that we return it againWe again recommended she take it to a laptop repair store to see what may be causing the issueShe then left our store and sent the man in who came in our store yelling because we would not return the laptopI explained our return policy and how it does not cover items broken by customers and recommended he take the laptop to a repair storeHe than began to tell me how he used to steal laptops and sell them to pawn shops all the time and he feels that this is our issueHe then said "Man I don't want to go back to jail over a $laptop" in a very threatening toneI said that wouldn't be a smart thing to do and he must be logical about the situationBefore he left he asked if we would return it or swap it outI again told him noHe then made it a point to look at all of our cameras and then smiled and left with the laptopOn 5/3/woman called with them on 3-way and spoke to the ownerThe woman was very confrontational and threatened to contact an attorney if we do not exchange the laptopThe owner explained the entire story to her which she admitted she was unaware ofHe then asked her to take the laptop to either best buy or an IT person to see what the issue is and then we would further discuss resolutionShe agreed to take it to an IT guy at her work and would call us when she doesWe have not heard from her sinceWe sell 100's of laptops a year and less than 1% of them come back to usWe have been in business for 90+ years and want to make every customer happyWe provided and offered resolutions for this customer and was still very courteous even after being threatenedPlease understand our position and the totality of the circumstanceFeel free to contact me if you have any questions or need audio and video of the transaction [redacted]
Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We received a letter in regards to ID [redacted] a complaint submitted by [redacted]. I have reviewed the letter and wanted to point out a few key facts in this matter. The original purchase of a laptop occurred on...
04/29/2015 @ 3:10 pm where the customer had a chance to see the laptop working and the laptop was tested 3 times before being put on the floor. A short time later the customer came back in with an issue with the mouse pad. Although we do not offer technical support we gladly inspected the laptop and discovered the pad some how got how turned off by the customer. She left happy. On 5/5/2015 @ approx 1:15 the customer came in stating the computer was acting up again. We gladly looked into it and discovered that the customer had not yet put an anti virus on the computer (which we advise all customers to do) and it was causing it to act up. At this point to make the customer happy my owner decided to swap out the laptop with another one. The customer left happy. A week or so later the customer came in again with the new laptop and stated the mouse pad stopped working. We gladly inspected the laptop and discovered she had turned the mouse pad off again. We again fixed it and the customer left happy. On 5/26/2015 the customer came in with the laptop and stated that she put in a game and the computer screen froze. Although we do not provide technical support we asked her to leave the laptop with us and we would have one of our employees look in to it the following day. The following day after letting it charge the employee attempted to get the laptop to come on and it would not do so. The customer came in later that day and we asked what had happened. She sated that she tried to play a CD rom game and it just went black. Being that we do not offer technical support and could not get the device to turn on, we recommended the customer take it to best buy or an IT person to see what the game may had done to the computer. She was not happy with that answer and insisted on us giving her another one. She then left spoke to a man in the car and after he yelled and cussed at her she came back in and asked that we return it again. We again recommended she take it to a laptop repair store to see what may be causing the issue. She then left our store and sent the man in who came in our store yelling because we would not return the laptop. I explained our return policy and how it does not cover items broken by customers and recommended he take the laptop to a repair store. He than began to tell me how he used to steal laptops and sell them to pawn shops all the time and he feels that this is our issue. He then said "Man I don't want to go back to jail over a $250 laptop" in a very threatening tone. I said that wouldn't be a smart thing to do and he must be logical about the situation. Before he left he asked if we would return it or swap it out. I again told him no. He then made it a point to look at all of our cameras and then smiled and left with the laptop. On 5/3/15 woman called with them on 3-way and spoke to the owner. The woman was very confrontational and threatened to contact an attorney if we do not exchange the laptop. The owner explained the entire story to her which she admitted she was unaware of. He then asked her to take the laptop to either best buy or an IT person to see what the issue is and then we would further discuss resolution. She agreed to take it to an IT guy at her work and would call us when she does. We have not heard from her since.
We sell 100's of laptops a year and less than 1% of them come back to us. We have been in business for 90+ years and want to make every customer happy. We provided and offered resolutions for this customer and was still very courteous even after being threatened. Please understand our position and the totality of the circumstance.
Feel free to contact me if you have any questions or need audio and video of the transaction.
[redacted]