Complaints

This profile includes complaints for Gadget Guru's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gadget Guru

  11000 Owings Mills Blvd 5 Owings Mills, MD 21117-2817

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  Gadget Guru

  8875 Centre Park Dr F Columbia, MD 21045-2382

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:11/25/2024

  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.

  The complaint is filed due to quality of service of Gadget Guru.

  Business Response

  Date: 11/25/2024

  We are confused as to what this complaint is for.  The customer paid $160 for a repair which was $50 diagnostic and $110 additional for the repair of a power button.  It came back stating the repair was unsuccessful so we had to replace the button.  We did not charge anything additional.   Upon installation we noticed the palmrest was broken and would not open and close properly.  We quoted on the repair and was waiting on delivery of the parts.  There was delay on shipping due to the holidays at which point we advised the customer.  Customer was not having it and became irrate and sent multiple emails. We decided it best to put customers original parts back into the device and refund everything minus the non refundable diagnostic.   Everything was relayed to customer via email and phone call.  We advised customer their device was reassembled and the refund would get processed when they pick up the device.  So again we are unsure what this complaint is in regards to. 

  Customer Answer

  Date: 11/25/2024

  Hello, thank you very much for response.

  For more information, Gadget Guru avoided to send me information In writing, regardless on my preference, what complicated my communications. It might be more convenient for them to make me confused. I spoke with different associates and received different answers on my questions about status. They also ignored my emails.

  Customer Answer

  Date: 11/26/2024

  Hello,

  This afternoon I received phone call from the business rep.

  He started with long and fast speech, I asked him to send me email with all information what he wanted to tell me.

  He said OK, and I did not receive any messages.

  My preference to communicate in writing. Any verbal communications are not documented and very easy to get confusing. 

  The business looks like prefer verbal communications to avoid responsibility.

  Again, I need to get refund and my notebook ASAP.

  Customer Answer

  Date: 11/27/2024

  Hello,

  I will let you know about result.

  After they pulled my patience, they should fix my laptop for FREE.

  They will input old part to make me refund.

  I will not be surprised that the business is not for long time running in the future for that attitude and problem resolution.

  Customer Answer

  Date: 11/27/2024

  Hello,

  To follow up my previous email, I picked up my laptop.

  Technician said that I will get refund of $110.00.

  He refused to make $50.00 refund for diagnostic.

  I make sure again and again, that company is not orientated on client's interest as well as feedback.

  I don't believe that my laptop will be repaired.

  It's ridiculous to make refund after replacing new part to old one.

  In my conclusion, I entered in wrong door to get help.

  I got terrible experience instead of.

  Customer Answer

  Date: 12/01/2024

  Hello,

  Yesterday, November 30, 2024, I received a message from Gadget Guru that refund as $110.00 is sent.

  They refused to send me refund as $50.00 for diagnostic motivating about policy.

  If problem is not resolved, I will have to visit another business to repair my laptop.

  Every business charges fees for diagnostic, and I cannot afford to pay additional fees for diagnostic.

  If I got nonstandard situation that problem is not resolved, they should return me diagnostic fee instead of giving me rules.

  I am experiencing huge brainstorm of their attitude.

  Per consultations in other business, hinge and palmrest are different parts of device.

  ********************** technician told me that I had problem with hinge, but in response to Better Business Bureau it was mentioned problem with palmrest.

  So they look defensive, and they give different information depends on instance.

  I am very upset of situation I got, and I am very caution to get help from other businesses.

  I am checking the most recent feedbacks now before walking in needed door.

   

  Business Response

  Date: 12/03/2024

  We did a thorough diagnostic.  We charge a $50 NON REFUNDABLE diagnostic fee.  That fee is applied if the customer gets a repair.  They were not happy with the $160 repair so we refunded them $110 because the $50 was a NON REFUNDABLE diagnostic fee.  It is posted and the customer signed the agreement on drop off and pick up that also states it.  The customer stated they found another place to take their device.  We hope everything gets repaired the way they want.  We would appreciate not getting multiple emails and threats from the customer.  

  Customer Answer

  Date: 12/05/2024

  Hello, my HUGE mistake to make any deals with that business. They ignored my preference to send me all information in writing. ******************** are not documents. I left my device on November 8, 2024, no holidays had been by Thanksgiving eve. They also ignored my request to give some document as a proof that I left my computer what made me frustrated. I did not get any updated about a status until I did phone calls or emails. I got information about diagnostic, technician told me that manager would give me discount for detail, and it would cost me $60.00 instead of $180.00, and it would take couple days to get details. Since that time I did not receive any updates, I had to make inquiries about a status. I found that they regretted about discount offer, and they were not interested about repairing my device. After all, I did not get needed help, but I got terrible experience. I was despaired to escalate my problem. I will not recommend anybody to visit that business. The diagnostic made me in doubt. They told me one thing as device had problem with hinge, but they reported to BBB that problem was with palmrest. It's two different things. So I am very upset and disappointed. If they do not refund me diagnostic fee, God will judge them for their attitude to me. I believe that reputation is more important for business than money. I found that business is more secured to give the rules to customer instead of being flexible. ****************** 

  Customer Answer

  Date: 12/05/2024

  Although I am not completely satisfied of problem resolution, please close this case.

  Hope, in the future they will step in my shoes with any problem, and they will understand my feeling.