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:10/20/2023

  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 had a package shipped from "The UPS Store #3768" in ********* to ******** on July 10th of 2023.I was shipping my gaming computer and monitors, as well as accessories (keyboard, headset, etc).I got $6400 worth of insurance on the package since it's an expensive gaming computer with nice monitors, etc.The cost came out to $606.44.UPS Ground Residential Tracking: 1ZAC43314217151555 Shipment ID: ************* The business was supposed to ship my package and have it there and when I asked, promised there'd be plenty of padding and whatnot to make sure nothing broke.Upon receiving the package, things looked fine at first glance. Upon further inspection, and getting it wired up and powered on, etc... I found that the case had been bent out of shape, with a number of the screws that hold the side glass pane on bent, one sheered off completely. The glass panel now needs to be forced to fit snug since the case was bent out of shape, and the motherboard is now being compressed (bent) because of the case being contorted. Both monitors were broken, one looking shattered, the other having been compressed to where the white colors show through the monitor. One of the keys on the keyboard was broken, the headset pads were torn/stretched, and the graphics card (GPU) fans no longer work properly. There are quite a few screws missing out of the motherboard somehow.I called to make the claim and they wanted me to write up what was wrong with it, so I emailed them a list of what I'd known at the time.They responded asking me for pictures, which I then sent.I called to let them know the pictures were sent and the guy on the phone asked me for some additional pictures, which I also sent.The store then responded wanting a repair quote.I do computer repairs, so I wrote up a quote for them, detailing the issues with the parts, and appropriate replacements for them (most of the replacements being cheaper than the original parts being replaced were).I want the repair costs.

  Business Response

  Date: 10/23/2023

  Hi, I have been in contact with the customer. The *** deadline for documentation material supporting claims is 60 days from date of shipment. The repair receipt was received 90 days after shipment so this claim could not be submitted. I am working with the *** claims team to see if an exception can be made but there are no guarantees.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20748827
  

  I accept that the business is talking to *** to attempt getting my repair through the claims process, and appreciate it. It was mentioned that *** takes claims within 60 days, and that my repair estimate was given at 90 days, but I wanted to make a note that my initial opening of the claim process through the company was done at around 27 days (if you include the 10 days or so that my package took to arrive). It's my understanding that the *** store goes through a company called Capital Claims for their claims to ***. While this company, or the company they go through (Capital Claims) did not open the claim with *** in time (I was told there was a change made in the way *** processed claims in the last 60 days), I opened MY claim process through the company well within the time frame. This was dragged out through getting repeated requests for more, different information. I messaged, they asked for a list, which I provided. They asked for pictures, I provided them. They asked for additional pictures, I provided them. They asked for a repair quote, I provided it. (Apparently my first one a month prior didn't go through and there's no history on my end of it either, so I think that it simply didn't actually send the first time), so I sent it again a month later when asking for an update on the process. I'm not exactly sure how the company, or the company they go through, handles claims, or how *** times things, but I did, in fact, open the claim process through the store (as is procedure), well within the 60 days that *** allots for claims. I started MY part on time. If the business or company they go through didn't begin the process through *** on time, I am not liable for that and shouldn't have my claim denied because of it.
  
  Sincerely,
  
  Ridge Hatrick

  Business Response

  Date: 11/07/2023

  Hi, we are still working with the claims team to get this closed out.  I will update as I learn more.