Studio Solutions

In the companies complaint response they fail to note some details.They did not acknowledge the fact that I had issues with with computer before I had it assesed by a third partyThey don't acknowledge the fact that I had been having crashing issues with the computer since the day I got it from themI had been trying to resolve the issue on my end of things with hardware issues and software updates before contacting themWith no success, that's when I reached out to Studio Solutions for further assistanceOne of the steps I was advised to do by Studio Solutions to resolve the issue was to re-install the operating systemI tried this and had no success since the computer was not operating in a functional way that would allow me to do soUpon realizing these problems I took it to a third party computer store to have them re-install the operating system, nothing more (Please see supported document for details)They contacted me confirming that neither they or I could not update the operating system because the computer was actually faulty and it "needs at least" a new logic board(Please see supported document for details)Also, at no point did Studio Solutions advise me not to take my computer to a third party.They also failed to inform me about a UPS worker coming to look at the computer and did not confirm this at allThey also claim to have been trying to contact me after the fact in regard to storing my computer but have only done so once and this was after I had contacted the Revdex.comThey have my money and my damaged computer with parts that are worth money so to them "storing " my computer is not costing them anything

Hello,This is a response to Complaint ID#***:The customer originally purchased a Mac Pro computer system from Studio Solutions on 4/2/and received the system on 4/13/17.The customer first contacted Studio Solutions with potential software crashing issues on 6/16/17.He then decided to take
the unit to a 3rd party tech shop for diagnosis (without recommendation or approval of Studio Solutions).The report he received from the 3rd party computer shop mentioned that it may have a faulty logic board, so the customer decided to file a Hardware Warranty claim with Studio Solutions.The original Studio Solutions Hardware Warranty claim was for an alleged faulty logic board that may or may not be causing occasional software crashingNo other issues were reported.As the Mac Pro was still within the warranty period at the time, the customer was asked to send the system in for diagnosis, as well as verification/approval of the Hardware Warranty claim, and service/replacement of the system.The customer shipped the system via UPS Ground service to Studio Solutions.Unfortunately the system arrived with physical damage caused by UPS in-transit to the facility.The preliminary inspection showed the system to have sustained physical damage to the enclosure (bends and dents), logic board (destroyed PCIe slot), and video card (physically bent in the middle)None of these components are functionalThe power supply unit is also suspected to have suffered internal damage, as the unit will not power on at all.Pictures of all the damage were provided to the customer, and to UPS directly.UPS also had an inspector come and inspect the damage and file their own report.The Studio Solutions Hardware Warranty does not cover any physical damage, nor is Studio Solutions in any way liable for physical damage caused by shipping carriers.Due to the physical damage and the overall condition of the system upon arrived, the Hardware Warranty claim could not be verified and was void.A damage claim with UPS is to be filed directly by the shipper/customer in order to receive reimbursement for the damage.Studio Solutions is currently storing the Mac Pro system for the customer at no expense to himWe have contacted the customer several times in order to arrange return and/or service of the unitHowever the customer has not replied to any of our inquiries.Thank you for your time in reviewing this response.Max K

In response to the customers reply:We are not disputing the fact that the customer sent us a message stating he was having potential software crashing issues. This has already been stated and confirmed in the previous message. Obviously there was an initial issue that needed to be addressed, otherwise we would have never approved any claim.We are however underlining the fact that after some troubleshooting with one of our reps, the customer decided to take the computer to a 3rd party for diagnosis (and/or possible repair), instead of proceeding with a service request through Studio Solutions. Regardless of this, in a gesture of goodwill, our rep still approved the claim and the customer was asked to send the unit in for service or replacement.However, none of that really matters anymore. We are looking past all that because the most important fact of this entire claim is this: the computer arrived with physical damage (which involved/affected various internal hardware components). This is an non-disputable fact with evidence that has been documented by us and UPS (contact UPS directly and reference #[redacted] for claim information).Physical damage is not covered by the hardware warranty, whether it be caused by the consumer, the shipping carrier, acts of nature, mishandling, etc. In this particular case, it is our suspicion that the damage was caused by UPS.And once again, I must emphasize the fact that all physical damage that occurs in-transit, is the sole responsibility of the shipper/carrier (shipping insurance). This is an industry standard process/procedure.Studio Solutions cannot be held responsible for physical damage that occurred while in possession of a different entity. For example: You purchase a vehicle with a drive train warranty from a dealership; after a few days you notice something wrong with the transmission; you contact the dealership and file a warranty claim for the transmission problems; the dealer approves the claim and asks you to bring in the car for diagnosis and service/repair; on the way to the dealership, you are involved in a front end collision that physically damages the transmission; at this point the responsibility for that transmission (and the rest of the damaged vehicle) lies with the insurance company; the dealership is no longer liable for servicing or replacing the physically damaged transmission.That is an accurate example of what happened in this unfortunate incident. Therefore all damage claims must be pursued and filed with the shipping carrier (UPS shipping insurance).As of 02/22/18, I have a memo stating that the customer has been in contact with our rep, and has inquired about a buy-back option we offered, or applying the buy-back credit towards the purchase of a different computer system. We are more than happy to accommodate either request.Thank you for your time and consideration.Max K.

In the companies complaint response they fail to note some details.They did not acknowledge the fact that I had issues with with computer before I had it assesed by a third party. They don't acknowledge the fact that I had been having crashing issues with the computer since the day I got it from them. I had been trying to resolve the issue on my end of things with hardware issues and software updates before contacting them. With no success, that's when I reached out to Studio Solutions for further assistance. One of the steps I was advised to do by Studio Solutions to resolve the issue was to re-install the operating system. I tried this and had no success since the computer was not operating in a functional way that would allow me to do so. Upon realizing these problems I took it to a third party computer store to have them re-install the operating system, nothing more (Please see supported document for details). They contacted me confirming that neither they or I could not update the operating system because the computer was actually faulty and it "needs at least" a new logic board. (Please see supported document for details). Also, at no point did Studio Solutions advise me not to take my computer to a third party.They also failed to inform me about a UPS worker coming to look at the computer and did not confirm this at all. They also claim to have been trying to contact me after the fact in regard to storing my computer but have only done so once and this was after I had contacted the Revdex.com. They have my money and my damaged computer with parts that are worth money so to them "storing " my computer is not costing them anything.