Micro Center Computers & Electronics

I am rejecting this response because:Business Micro center stated my unit was there for two hours and there tech ran diagnostic software to identify the issue for 30 minutes. The logs from the software state otherwise. It shows and confirms the tech only rsn the software for under 5 minutes. I'm now uploading the log files to show proof the company is lying.And is now breaching a contract.

The GM has contacted this customer to resolve the issue.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to...

me. The store did continue to fight the return, but ultimately accepted it. Although the resolution is acceptable, this has still been the most difficult return I've ever dealt with on a new item and I would encourage the business to adopt more customer friendly policies for its own sake - otherwise it will be forced to continue to adopt low margins to compete on price where it cannot compete on service.
Regards,
Michael Barnathan

During my conversation with Mr. [redacted] on 4/21/16, I let him know the issue would be addressed with management at the store. Micro Center charges for services and data backup is a service we charge for. Customer data does not affect the functionality of the computer and it is recommended that...

customer’s keep backups of their personal data at all times as during any repair, it is possible data loss can occur. The customer was aware of this per the terms and conditions as he faxed us a copy of what he read before check-in. This customer’s unit was repaired by the manufacturer as he is not under any Micro Center warranty, so the question regarding the memory board being an issue should be directed to the manufacturer.

Micro Center's Response has not changed at this time. Micro Center did not do the install of Windows 10 on to the customer's machine. The process of installing a new Operating System let's the user know at multiple points that drives may be erased and/or reformatted and the user must agree before proceeding. Data belongs to the customer and it is recommended that everyone keeps backups of their data as hard drives have the possibility of failing at any time. Had the customer checked their unit in for service for Micro Center to perform the the installation, they would have had to sign off that they acknowledge their data is their responsibility before we would perform any service.

I reviewed the response made by the business in reference to complaint ID [redacted], and a resolution is pending.  I will advise upon satisfactory repair, which is estimated to take 2--3 weeks based on lead time to source and install parts.

Micro Center will offer to refund the cost of the service plan to the customer as a courtesy because we value him as our customer. We are also happy to work with the customer on the price of a replacement monitor.  If the monitor came in with a single line across the screen, it would have been...

covered by the customer's warranty. Attached is a photo of the cracked monitor. This type of damage would not be covered under the customers warranty. Attached are also the terms of the warranty. The customer did not purchase an accidental damage plan which is why this type of damage is not covered.

The items the customer is requesting are unavailable. They are being found on indexed pages on Google, not www.microcenter.com. The sites the customer also lists display that the item is unavailable.

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. The store manager was very helpful and professional.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

A re-image was done on the customers unit. Normally we would charge $100 for a re-image as software is not covered under any warranty. Under the service plan terms and conditions we must
diagnose  a unit and determine the cause
and if it can be repaired economically. 
In this case the...

hardware was not broken and the unit only needed a re-image
to repair it.

In my previous response is the document the customer is referencing which states under Policy on Data Loss. It states, "Requested repair and /or installation service may cause partial or complete data loss from your equipment. You must maintain backups and assume all responsibility for restoring and lost data or software." I have attached this document again for reference. Per my previous response, I have let Mr. [redacted] know that the issue with the associate has been addressed internally. In regards to the customer claim that his computer was lost. The customer brought his computer to Micro Center under manufacturer's warranty. Micro Center shipped his computer to the manufacturer for repair. When it was recieved, it was tested to ensure proper repair and made ready for pickup by the customer. If the customer called to check on the status of the computer and spoke to someone who gave him incorrect information regarding the location of the computer, I do apologize. There was no loss of the computer, nor was there a delay in repair caused by any such loss.

Sales Manager Greg M. contacted the customer via email to offer another solution

If the customer would like to take the tablet to the store so that it can be examined and it is determined it is a hardware issue or defective, then the store manager will return the product for a gift card for the value of the tablet.  Please let us know if this is something you could do.  Thank you.

The criminal trespass order filed against [redacted] is in response to multiple, harassing e-mails sent to the Madison Heights Micro Center store management.  These e-mails have a threatening tone and made multiple employees feel unsafe.  Therefore, the normal process of ensuring the employee’s safety was addressed resulted in enacting the trespass.  This was sent and received by Mr. [redacted] and is on file with the Madison Heights police department.  The check Mr. [redacted] received, $49.97, was reimbursement for the returned service plans that he had purchased from Micro Center.  These are the specific plans that he has not used to replace/repair an item.  This was sent because we unfortunately can no longer do business with Mr. [redacted] due to past events and the trespass.  The company feels he is owed this money back since we can no longer honor these plans. The issue with Mr. [redacted]’s account is related to his e-mail.  Due to the concerning e-mails he sent prior, as mentioned above, he has been blocked from sending anymore.  This will affect his online ordering. As it relates to the “satisfaction guaranteed without a receipt”, this is a pledge to our customers, in good standing, that we will strive to ensure they are satisfied with their experience with Micro Center, regardless if they have a receipt or not.  No other refunds, signature or without a signature, are owed to Mr. [redacted] at this time.  The returns sent in good faith to Mr. [redacted] are represented in the check he received for $49.97.

The manager contacted this customer to correct the issue.

I am rejecting this response because:Manufacturer warranty was not clearly communicated - see attached receipt.Replacement computer offered for $200 had no manufacturer warranty remaining on it per store manager, had probably been returned several times.  She was going to keep looking for an acceptable replacement and call me back, never received response.

Thank you for the feedback. We will work with our buyers to review and fix this.

The manager of the store is voiding the gift card and will credit back to the customer's Amex card.

I recently wrote a complaint against micro center Madison heights mi..regarding my laptop computer repair..they called me and gave me a replacement for my laptop comp..I'm writing this letter to say thank you very much to Revdex.com specially to your staff who took their time helping me...

to resolve this matter..my complaint is resolved...again thank you very much Revdex.com.