Complaints

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• Initial Complaint

  Date:03/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Request for Refund due to Poor Repair on my Surface Pro-5th Gen ** Hello to whom it may concern, I am writing to formally request a refund for my recent experience at Trek PC (#**** **********************************************************************, PH: ************, EM: ******************** on Sep 16 2024 for replace a new charge port. Unfortunately, I received a poor repairing-Trek PC damaged my laptop screen, unhelpful employee, denied all the issue. Please see below details. on Sep 16 2024, I dropped off my Surface Pro-5th Gen ** at Trek PC (#**** **********************************************************, PH: ************, EM: ******************** for replace a new charge ******* laptop has 30% battery remaining, it works well, no any damage on my screen, Trek message my husband to pick up the repaired labtop on Sep 17 2024, My husband picked up the laptop on Sep 17 2024. Trek PC charge us $225 in cash, my husband insisted to request the receipt, ******* refused to issue my husband the receipt. when my husband got home, open the laptop, found there was about 1 crack on my laptop screen on the left top, attached the picture. Trek PC does replace the charge port, but damage my laptop screen, My husband contact Trek PC immediately on Sep 18 over the phone, and visit Trek PC with my laptop on Sep 20, Trek PC only agreed to refund us $20. In light of this, I kindly ask for a refund of $225 that I paid in cash, I believe this would be a fair resolution given the circumstances, I would appreciate your prompt attention to this matter and look forward to your response. Thanks for your time and assistance!Sincerely *****

  Business Response

  Date: 04/10/2024

  Hi Mr. Pandhiani
  I am surprised about the complain Ms Cindy made against Trek Pc Computers TSW. Let me explain you my part what happened.
  Ticket number is 41305 for Surface Pro 5 Charging port replacement under Cindy Husband name  Eric Liu which was created on 16 Sept 2024 at TSW Location.
  

  Request for Refund due to Poor Repair on my Surface Pro
  Repair was done professionally and Mr Liu was very happy with the repair. It WAS NOT THE POOR REPAIR
  

  I am running the business since 2008 and I have done hundreds of MS Surfaces with my own hands. No one ever complain about the screen damage or anything they are all happy customers and I always want my customer to be happy with the repair and service.
  

  I delt with Ms Cindy on Sept 16 when she brought in here Surface for the charging port replacement. I need to check the Screen so I turned it on without asking to check and she started yelling at me why did you turn it on it has very few % left on the battery my husband told me to tell the Tech just change the charging port on it. I turned it off holding the power button for 20 secs and it turned off. So could not able to check the Screen. But I saw the MS logo and I turned it off. I know that surface is turning on.
  OK I told here it will cost $250+Tax to replace the charging port then she said some is doing less for $200 or something. I said my price is this all I can do is $225+Tax and she start complaining about the price so finally we agreed to $225 incl tax in cash or debit and explained her I will save the credit card fee on that as well s we are small business.

  
  Whenever we take in any Surface for repair and we have to open it up all our technicians and me explain customer that while opening the screen if screen breaks or touch stop working after that we are not responsible for that if you agree to it we proceed otherwise we will not do it. I explained this to her husband over the phone as well. He said as you have done so many of these I trust you do it.
  

  So finally I took it in and all these repairs I do at my Delta location where I have all my tools and machines are there. I Replaced the charging port on 17 sept 2024 and called Customer Eric Liu that the repair went thru the Surface Pro 5 Charging port is replaced and all tested its charging and surface is turning on.
  

  He Came on 17th Sept 2024 and checked the Surface everything was all working fine it was charging (that’s what Mr. Eric brought in for the charging port replacement) and the Glass and the screen is all in one piece and the touch was working as well. NO cracks on the screen. All I can say is repair went thru successful I mention again its not a poor repair.
  

  He is happy and he took the surface Home and paid 225 in cash and I told him as the ticket was created in TSW I will send you the receipt when I will be in TSW which is on Monday usually I go there on Monday. He said please give me something that I paid I told him I will send you receipt on Monday from TSW location.
  

  He took his Surface and he called me on same day and send me an email about the hairline crack on the display screen not on the glass but on the display. Which he didn’t notice when he picked up and I didn’t see when I fixed the charging port and turned it on. He told me that he will come tomorrow and talk to you about what price you can give me back for this.
  

  I explained him at that time this is not because of the repair it might be there before. It is not damaging the functionality of the screen. So He came on 18th Sept 2024 at Delta location again with his Surface and showing me that line on the display. Again the same I told him that is not caused by the repair I have done it might be there from before as your wife yelled at me when I turned it on. So I turned it off right away. Also when you checked here it you did not mention that.
  

  Mr. Liu started asking me what if you give me refund and I will  take this surface back like this. I offered him two options first take $25 I can take off from the repair or wait until some recycle surface come and I will change the screen for you free of cost (NO MONEY at all). He asked me for $150 refund which I told him will not happen. Max I can do the $25 and the second option. I told him think about it till Monday and get back to me. He never called and I still have his work order open. I was waiting for him. But now I received this complain from BBB. I still need to create the invoice because he never contacted me back. Sounds like he didn’t want to go for the Option 1 or option 2.
  

  So my offer is not there anymore as Mr. Liu didn’t call me back. So I will create the invoice and send it to him.
  

  Please if you need any more clarification please call or send me an email.
  

  I am also sending you the ticketing notes.
  Thanks
  Sam Mahal
  604-330-2669

  Customer Answer

  Date: 21/10/2024

   
  Complaint: 22351132
  
  I am rejecting this response because:

  Re: Trek PC Computers poor repair and unprofessional on my Surface Pro
  
  1.       My Surface Pro Screen was damaged by Trek PC Repair
  
  *     My screen condition is good before Trek PC starting to repair:
  
  On Sep 16 around 2:00 PM, I brought Surface Pro to Trek PC Computer store, I started to explain the computer problem, I havnt finished my explanations, he has already turned on the computer, so the computer was on for 1 mins in front of his own eyes,  as he said he has open his store since 2008, so he can easly to  tell if there is anything wrong on the tiny 13 screen at a glance, even up to 1 mins on in front of his own eyes.
  
  I dont believe, as a professional PC store, Trek PC continue to proceed without make sure the computer condition, especially the Surface Pro screen.
  
  *     He said the screen is very easy to break while open to repair the inside parts, but we all agreed if the screen break, ******* wont receive payment, also wont response the screen break.
  
  2.       Trek PC unable to provide the Parts #  and cost for the part of charge port
  
  *     As a professional PC store, Trek should provide the Part # and invoice of charge port replaced on my computer, it is a common procedure, otherwise how a customer can trust Trek PC use a new or garbage one.
  
  I used to fix my other computer in another PC store, they did the Part # and invoice to me, why Trek PC cant do the same thing, as he said he open since 2008.
  
  3.       Trek PC wont provide any paper documents, only verbally
  
  *     Trek PC wont provide any printing document to show the business between two party (Trek PC and customer ), at my insisted, he was very reluctant to print the label with my information and Trek PC information on.
  
  4.       Trek PC responsed customer rudely:
  
  *     we checked out Surface Pro at home on the same day when we picked up, we found there was crack on the top, we immediately contacted Trek PC, Trek PC denied the crack, my husband went to Trek PC on the following date, my husband gave an option for the half cost in goodwill for both party instead of full refund,  and Trek PC said he would call back in a week to think about it, but there is no any response since then. We have no choice, so we filled up the complain and requested the full refound as the agreement at beginning ---  we all agreed if the screen break, ******* wont receive payment, also wont response the screen break.
  
   
  
   Much appreciate for your time!!
  
  *****
  

  Business Response

  Date: 02/11/2024

  Customer Re: ********************** poor repair and unprofessional on my Surface Pro
  
  
  Answer : Repair was very professionally done and the best tech worked on it as well. Everything was working fine after the repair. Surface Was charging and turning on and customer checked it and picked it up and paid.  
  
  1.       My Surface Pro Screen was damaged by Trek PC Repair
  Answer : The Surface was not damaged but we gave it in a better fixed condition as ********* was charging after the repair thats what they brought in for and customer checked it before he took it and he brought his own charger as well.
  
  *     My screen condition is good before Trek PC starting to repair:
  The screen picture customer send me that was after the repair can customer provide the picture before the repair?
  ANSWER :Screen is all fine the glass is not broken its just a hair line **** on the inside display not on the glass. It could be from before as customer didnt let me check when I turned on the lady shouted at me why did you turn this on.
  Customer clearly mention its not charging can you change the charging port. So I turned on for one sec just to see that the surface is turning on or not. It does turn on and you can not see that line for turning it on for one sec. That line only shows up when they are on Desktop.
  
  I dont believe, as a professional PC store, Trek PC continue to proceed without make sure the computer condition, especially the Surface Pro screen.
  *     He said the screen is very easy to break while open to repair the inside parts, but we all agreed if the screen break, Trek PC wont receive payment, also wont response the screen break.
  
  
  Answer:My answer is screen did not break and the repair was successful.  
  
  2.       Trek PC unable to provide the Parts #  and cost for the part of charge port
  *     As a professional PC store, Trek should provide the Part #and invoice of charge port replaced on my computer, it is a common procedure,otherwise how a customer can trust Trek PC use a new or garbage one.
  I used to fix my other computer in another PC store, they did the Part # and invoice to me, why Trek PC cant do the same thing, as he said he open since 2008.
  
  ANSWER: I gave him the cost of the repair and he agreed to it. You asked me how much will it cost to replace the charging port I told you the price and you bargain and then you agreed to it.  Customer can go online and check the price for the part. We just charged for the charging port replacement repair and he agreed. Its was brand new charging port its not the garbage one (you should not be using these words) I have 20 more sitting in my store. If its a Gar****one according to customer then he never said its not working. (My question to the customer is was the original one was also garbage that it breaks when you brought it in for repair? If yes you can also question ********* as well.)
  Every store has their own terms and conditions to run the store. I dont know where did you go for computer repairs. Thats there way of doing it.
  
  3.       Trek PC wont provide any paper documents, only verbally
  
  *     Trek PC wont provide any printing document to show the business between two party (Trek PC and customer ), at my insisted, he was very reluctant to print the label with my information and Trek PC information on.
  Answer.We gave him the ticked number when we took the device and explained about the pros and cons of the repair customer agreed to it only then we stared the repair. This is how our system works for years. He also has invoice sent to him what else paper work customer is requesting?
  
  
  4.       Trek PC responsed customer rudely:
  
  *     we checked out Surface Pro at home on the same day when we picked up, we found there was crack on the top, we immediately contacted Trek PC, Trek PC denied the crack, my husband went to Trek PC on the following date,my husband gave an option for the half cost in goodwill for both party instead of full refund,  and Trek PC said he would call back in a week to think about it, but there is no any response since then. We have no choice, so we filled up the complain and requested the full refound as the agreement at beginning ---  we all agreed if the screen break, ******* wont receive payment, also wont response the screen break.
  
   ANSWER: False allegation Trek Pc was very polite to the customer there was no rude behavior. After the end of conversation I gave him options (mentioned in last notes) so the conversation was ended in good faith.
  NO CRACK ON THE ****** Glass is all in one piece and the line on the display only visible when you go to the desktop. I explained him all when he called me back. He can provide me the proof that that line was not there before the repair so I can trust him.
   The GLASS screen did not break its all in one piece when he picked it up AND HE TESTED IN FRONT OF ME, THEN HE TOOK IT. If there was a crack why didnt he see it there and point it out to me. Could be anything when he took it back.
  
  Officer we can keep going back and forth all I can say that the repair was successful and he checked it and paid when he picked up. He even brought his own charger to check, that is it charging or not. That was the intial issue and was fixed and he was happy and paid.
  
  Office thanks for your time.
  
  *** *****
  

  Customer Answer

  Date: 13/11/2024

   
  Complaint: 22351132
  
  I am rejecting this response because:

  My Surface Pro Screen was damaged by Trek PC Repair
  My screen condition is good before Trek PC starting to repair:
  On Sep 16 around 2:00 PM, I brought Surface Pro to Trek PC Computer store, I started to explain the computer problem, I havnt finished my explanations,he has already turned on the computer, so the computer was on for 1 mins in front of his own eyes,  as he said he has open his store since 2008, so he can easly to  tell if there is anything wrong on the tiny 13 screen at a glance, even up to 1 mins on in front of his own eyes.
  I dont believe, as a professional PC store, Trek PC continue to proceed without make sure the computer condition, especially the Surface Pro screen.
  He said the screen is very easy to break while open to repair the inside parts, but we all agreed if the screen break, ******* wont receive payment, also wont response the screen break.
  Trek PC unable to provide the Parts #  and cost for the part of charge port
  As a professional PC store, Trek should provide the Part # and invoice of charge port replaced on my computer, it is a common procedure, otherwise how a customer can trust Trek PC use a new or garbage one.
  I used to fix my other computer in another PC store, they did the Part #and invoice to me, why Trek PC cant do the same thing, as he said he open since 2008.
  ******* wont provide any paper documents, only verbally
  Trek PC wont provide any printing document to show the business between two party (Trek PC and customer ), at my insisted, he was very reluctant to print the label with my information and Trek PC information on.
  Trek PC responsed customer rudely:
  we checked out Surface Pro at home on the same day when we picked up, we found there was crack on the top, we immediately contacted Trek PC, Trek PC denied the crack, my husband went to Trek PC on the following date, my husband gave an option for the half cost in goodwill for both party instead of full refund,  and Trek PC said he would call back in a week to think about it, but there is no any response since then. We have no choice, so we filled up the complain and requested the full refound as the agreement at beginning ---  we all agreed if the screen break, ******* wont receive payment, also wont response the screen break. 
  
  Sincerely,
  
  ***** *****