Complaints

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.

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair 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.

  Please see attached document for my formal complaint.

  Business Response

  Date: 01/29/2024

  Hi ******,
  
  We understand you're facing an issue with your **, and we apologize for any inconvenience it's caused. We take pride in the quality of our products. All our **s undergo rigorous stress testing before leaving our warehouse to ensure they arrive in perfect condition. However, sometimes unforeseen issues can occur during shipping. In such cases, we prioritize fixing the problem remotely whenever possible. If remote troubleshooting isn't feasible, we request the **'s return for repair to diagnose and resolve the issue effectively.
  
  Following your initial contact on January 9th, we provided troubleshooting steps and offered a return label for further diagnosis if needed. We understand sending the ** back might be inconvenient, but remote troubleshooting wasn't feasible in this case
  
  On January 10th, we informed you that any repairs by unauthorized parties would void the warranty. We provided a return label and instructions for sending the entire ** back to our facility, along with a link to our warranty page for your reference.
  
  We want to clarify that reseating the **** as instructed, did not void your warranty. We would never advise actions that jeopardize the warranty. However, our warranty specifically excludes repairs or attempts by unauthorized individuals.
  
  While we authorized the *** reseat, we advised against any further third-party repairs. Unfortunately, the issue wasn't with the ***. Replacing the motherboard yourself, which involves removing the cooler and other major components, constitutes an unauthorized repair and voids the warranty. We cannot guarantee the functionality of a product we haven't worked on.
  
  We understand your dissatisfaction with the outcome, but the warranty voiding was due to the unauthorized repair, not our initial troubleshooting. We clearly communicated the warranty terms and potential consequences of third-party repairs.
  
  We value your business and want to assure you that we strive to provide exceptional service. However, in this case, the warranty voiding falls outside our control.
  
  We hope this clarifies the situation. Please feel free to reach out if you have any further questions or concerns.
  
  Sincerely,
  
  The VRLA Tech Team

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21203247
  
  I am rejecting this response because: Originally you referred me to the Terms and Conditions and nowhere in there does it say unless authorized by a VRLA Tech. Furthermore the warranty doesn't cover damage done from repairs or attempted repairs. The motherboard that i am trying to get warrantied was not damaged because of this. I repaired the ** after the diagnosis with your online Techs. Therefore it should be covered under warranty. And more so proving that that was the problem the new one i installed did indeed fix the issue saving your company time. So i would understand if my warranty is voided for future repairs now that i was forced to fix this myself because your hardware failed in less then 3 months but this piece should at least be covered. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/12/2024

  Hi ******,
  

  Thank you again for reaching out and clarifying your concerns about the motherboard warranty. We understand your frustration, and we appreciate you taking the time to explain the situation further. While we hear your point about the new motherboard resolving the issue, it's important to reiterate that unauthorized repairs voids the warranty. This policy is in place for important reasons, including:

  
  Ensuring the safety and integrity of our products: Unauthorized repairs can introduce unforeseen complications or damage, potentially affecting the device's functionality and safety.
  Maintaining manufacturer warranties: Many manufacturers require repairs to be performed by authorized technicians to uphold their warranty coverage.
  
  We understand that you were initially instructed to return the entire PC for repair. However, choosing to perform unauthorized repairs yourself, instead of following our process, has unfortunately complicated the warranty claim for the original motherboard.

  
  Despite this, we're still willing to help. We can arrange for the motherboard you sent us to be assessed by the manufacturer for potential warranty coverage. However, please understand that this evaluation is at their discretion, and their decision will be final.

  
  Here's what happens next:
  We will send the motherboard to the manufacturer for evaluation.
  If they determine the board qualifies for a warranty replacement, they will issue a new unit directly to the address we have on file for you.
  Unfortunately, as mentioned, we cannot guarantee future warranty coverage for unauthorized repairs on other parts of your PC.
  

  We appreciate your understanding and cooperation in this matter. We value your business and hope this resolution finds you satisfied.
  

  Sincerely,
  VRLA Tech Team