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Business Profile

Computer Repair

Computerland of Berkeley

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Repair.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/13/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Money was taken and I was Sold a defective product.

    Business Response

    Date: 08/20/2024

    Dear BBB,

    Thank you for the opportunity to respond to this complaint. Below is our account of the situation:

    On June 13, 2024, the customer, *********************, brought in his Apple iPhone 14 Pro Max for a screen repair. At the time of service, we offered two options: (1) an Apple genuine LCD replacement, which required a wait of three days and was more expensive, and (2) an aftermarket OLED screen, which was more affordable and could be installed the same day. The customer chose the latter option, prioritizing cost and convenience.

    We completed the repair on the same day, and ************ spent a considerable amount of time in front of our store, testing the new screen. He expressed satisfaction with the quality and functionality of the screen before leaving. Our surveillance cameras captured this interaction, confirming that the customer was pleased with the repair at the time of pick-up.

    The total amount for the repair was $303.96 ($285 plus tax). As clearly stated in our invoice, which the customer signed and dated at the time of payment, we provide a 30-day warranty for all repairs. This warranty covers any defects or issues related to our workmanship or parts used during the repair. The disclaimer, including the warranty terms, is printed under the invoice and was acknowledged by the customer with his signature.

    Unfortunately, ************ returned on August 13, 2024, exactly 60 days after the initial repair, stating that the screen had issues. Upon inspection, we noticed physical damage on the side and corner of the phone, which indicated that the phone had likely been dropped, causing the screen malfunction.

    Despite the fact that the phone was out of warranty and showed signs of physical damage, we still offered ************ a goodwill gesture by waiving the labor costs for a potential repair and providing a discounted price for the parts. However, the customer declined our offer and instead requested a full refund or a free repair, even though the warranty period had expired, and the damage appeared to be caused by an external factor.

    We believe that we have acted in good faith, providing options that suited the customer's needs at the time of repair and offering further assistance when he returned outside of the warranty period. We remain committed to helping resolve any concerns ************ may have within the limits of our policies and terms.

    Thank you for your understanding.

    Best regards,
    ************
    Service Manager
    ComputerLand of Berkeley

Computerland of Berkeley is NOT a BBB Accredited Business.

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