Complaints

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• Initial Complaint

  Date:02/29/2024

  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.

  I dropped my computer off Nov 17 with them. They didn't ask for my name or telephone number when I dropped it off I urged them to take it. I gave them my computer charger and asked them to have it charged so I could see the screen turn on to make sure it was fixed when I picked it up. They told me it would be a few weeks as Lenovo parts had to be ordered special. Three weeks pass and I called them it was a Monday they said they wouldn't get the parts until Thursday so it would be ready Friday. Friday I went to the store and they said it wasn't ready to call Monday. I called back that Monday they told me the part hadn't come in yet and to try again Wednesday. I went in on Wednesday and asked for my computer back. They wouldn't give it to me and said the guy that fixes computers would be in the next day. I came back on Thursday. At that point I just wanted my computer back and was going to take it to another repair shop, but the guy behind the counter told me I had to wait. So, I waited as patiently as I could. I finally was called up and he showed me the computer turned on and the screen worked but I flipped it over and there were 4 screws missing. He argued that the screws were not there when I dropped it off. That is a lie. Then I paid. I proceed to try to flip the computer around to tablet function and he tells me I don't have full range of motion on the hinges and it is what it is. I also then notice that the locking mechanism on the camera is missing and there was a wire hanging out where it folds, and the hinge is not there either. I asked for a refund because I have to bring it somewhere else now to work on it again and the guy says, "It is what it is." He told me I couldn't have a refund. I had to go back that Friday to retrieve my charger because the computer charger was not returned when I picked up the device.

  Business Response

  Date: 03/27/2024

  Customer came in only to fix screen so she may retrieve information of laptop. A Lenovo with tablet function repair cost is well over $300 for a repair. After discussing with customer she agreed the cheaper option was in her budget. We have no issue fixing computer fully which was recommended but due to financial strain customer opted for the lesser repair. We also dont take chargers from customers so Im not sure what thats about. 
  

  She claims her information was never taken either. That is false she actually gave us a wrong number to contact her which caused major delays. 
  

  its pretty obvious by the cost of repair that it wouldnt include repairing hinges replacing external broken frames. This is because the customer opted for the cheaper option only to retrieve information. (All of this explained to customer)