Complaints

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• Initial Complaint

  Date:03/17/2024

  Type:Sales and Advertising 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.

  I would like a refund or functioning replacement for the refurbished MacBook Pro 2019 which I had purchased six months ago from seller. Since then, I had to deal with four major software and hardware issues. When the laptop was delivered, it would not turn on because ************ forgot to properly reboot and reconfigure the computer. As a result, I had to spend several hours on the phone with ************ figuring out how to do the reboot which they were supposed to have completed on my behalf. Then, when I sought to update the iOS software on the laptop, I got locked out because the computer had originally belonged to a company which installed a security key, and which came back after the software install was complete. Once again, I had to spend several hours with ************ figuring out how to disable the security lock. Finally, several months ago, my laptop started draining battery like crazy, and would die after one hour of use; in addition, it would randomly turn off, deleting all of the work which I had not saved. When I contacted ************ once more, the representative who I spoke with made a host of excuses as to why it was not their fault, but the fault of the new software, and that how it was not their problem. Today, I hooked my laptop up and attempted to turn it on, only to discover that it was completely dead. I will have to lose priceless time and money going to a repair shop in my area who will hopefully be able to figure out and resolve the issue. At this point, I believe that the refurbished computer which I was sold was a lemon and will continue to have issues, even if it can be turned on. I would like to note that none of these breakdowns occurred as a result of negligence, mishandling or mistakes on my part, but occurred during the regular and expected use of the laptop.

  Business Response

  Date: 03/18/2024

  Hello *******
  
  Please accept my personal apology for the bad experience you had. Let me introduce myself, and offer a resolution.  My name is **** Huting, company founder and CEO, and I just received the notification of your 1 star review. Please call me directly at ************ or email back, and I will arrange to get you a replacement device or a repair on your current device at no cost to you, so that I may earn your five star review and deliver you a positive customer experience. If possible to call me directly, I find this will help me to get to the bottom of the issue and offer you the best solution to address this issue you are having with my company.
  
  I reviewed your comments about a negative customer experience and just to let you know, I have laid off  several members of our previous customer service staff for not providing five star customer service, which is a hallmark of ************ brand and mission. We have hired more highly qualified inspection and shipping staff as well to ensure issues like this never happen again.
  
  I started this company myself when I was 18 years old, and in the past 20 years, my team has sold over $30M on ***** and we have earned 99.7% positive feedback by always doing what is RIGHT for our customer. As you know and I both know, negative reviews can make a big difference to potential new customers, and I will work with you to turn your 1 star review into a 5 star review. If you agree to revise your negative review, again we will be covering the cost to resolve your concern(s). Please respond if you are willing to find a solution. You can email or call me back and I will personally handle this situation and get you a BETTER device in your hands ASAP.
  
  Thank you for your willingness to find an amicable solution, and please accept my sincere apologies for your unpleasant experience.
  
  
  
  Warm regards, 
  
  
  ****************** Huting
  Founder and CEO
  QualityMacs.com
  *********************************
  ************ direct