We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Computer Repair

TEKDEP Computer Phone Repair, Data Recovery & IT

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.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/11/2024

    Type:Service or Repair 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.
    I initially reached out to TEKDEP on July 22, 2024 via email. In the email I explained the issue that I had and my attempt to fix this issue. I let your company know what would need to be fixed, this included installing a new topcase for my ********* last communication with your support team was on August 1st, after they sent me an incorrect quote and asked me to choose if I wanted insured shipping. It wasn't until August 14, 2024, after multiple emails, when I reached out to TEKDEP asking if someone was going to get back to me that was when I started to get support. This was when you and I got on the phone and I reiterated the issues that I had. In the phone call you let me know that the initial quote given to me by the support team was wrong and that you would need to use a top case provided by your company to confirm that it would work. I agreed to the new quote with the expectation that all the issues discussed on the phone call as well as my previous emails would be fixed. When I finally got my laptop back I was very disappointed to know that the issues with my laptop were still present. I checked the invoice and saw that my top case was not changed and this was also confirmed when I saw that the top case was the exact same one I shipped out to be replaced. This is extremely unacceptable. I am actually unsure as to what I paid for because based on what was actually fixed (new screen, touch id, reassembly) there is no way that would amount to an almost $500 invoice. I called your support at the end of last week and relayed everything I said in this email. While support was apologetic I was met with nothing but excuses. I was told by ******* that they would try to get me a new expedited shipping label the same day. This was not the case. I am tired of the ineffective support that I received.

    Business Response

    Date: 10/12/2024

    Thank you for taking the time to share your concerns. We sincerely apologize for any frustration this experience has caused, and we would like to address each of your points clearly.

    When we were initially contacted, you requested a replacement of the top case, using a part you already had. We informed you that, in order to provide a warranty on the repair, we would need to use our own parts, which you agreed to. However, during this process, it wasnt mentioned that the laptop had already been worked on before arriving at our service center. When we received your laptop, it was not fully assembled, which added additional complexity to the repair process.

    To clarify, we did replace the top case with a part from our stock, as discussed. We have surveillance footage that shows the condition of your device when it arrived and the replacement process of the top case.

    That being said, we take customer satisfaction seriously. As part of our commitment, we offer a free warranty on the work we performed, which includes covering shipping costs. If you are not satisfied with the top case replacement or any other aspect of the repair, we are more than happy to have the device returned under our warranty, re-evaluate the work, and make any necessary adjustments at no additional cost to you. Please note, however, that we can only offer a warranty on the parts and services provided by us, not on any work that may have been done prior to us receiving the device.

    We genuinely want to resolve this to your satisfaction. Please feel free to use our warranty service and send the device back at no charge. I also encourage you to reach out to me directly so we can discuss any specific issues that were not addressed, ensuring that when your laptop leaves our service center, all concerns are fully resolved.
    Thank you for your patience, and I look forward to working with you to resolve this matter.
    ************
    ***************************************************************

    Best regards,
    *****

TEKDEP Computer Phone Repair, Data Recovery & IT is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.