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:08/15/2022

  Type:Product 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.

  Invoice Date 05-11-2022
  Invoice Total $2,168.00
  Received Thu 05-19-2022
  Setup Sat 05-21-2022
  SENT - First Problem Fri 05-27-2022 4:33 AM to ***** Many more problems followed. List can be provided but limited space here at BBB
  Finally an RMA -- FedEx At My Expense -- Delivered to Magic Micro: Wed, Jul 20, 12:42 PM
  
  As per Magic Micro Computer request, we returned the computer in the exact same boxes and packing I received it. Now Magic Micro Computers is saying the computer was received damaged. Why is not possible I received the computer damaged from Magic Micro Computers? Listed are the problems ( enclosed in box with computer ) we've had since day one and reported to Magic Micro Computers (Elena, Max, Tim C) but received no help just made to jump through hoops more than once , over and over with the same results and reported the same to Magic Micro Computers till two (2) months later. They knew the computer had problems but wanted to delay so they could charge 30% ( where as their restocking fee is 15% ) instead of a full refund. They offered to send a NEW system for the damaged computer. We declined because we do not trust they would send a NEW system but rather the same computer we returned because of problems.
  
  We requested many times ( over and over ) to speak with a supervisor but we were refused ( denied ) this request.

  Business Response

  Date: 08/18/2022

  Customer called for help connecting the recently purchase computer to their monitor.  We were trying to explain to them that they needed to use a specific port on video card called DisplayPort. They insisted that unit was malfunctioning and wanted to send it back.  When they first contacted us they were past our 30 days return window so they agreed to send the for testing and repair.  Some time later we received a video card which was poorly packed and happened to get slightly damaged on the way to us (bent bracket).  A few days later we received the rest of the computer with a note saying that they did not need it anymore. The computer's glass side panel came shuttered.  We repaired the video card and replaced side panel (nothing else was wrong with the system) and offered to send it back to the customer. They insisted they did not want that computer. We offered to replace it with completely new system but they did not want it.  We explained that since the unit was two months old at the time we were only able to buy it back as used and offered purchase price minus 30%. They chose the refund which we processed promptly

  Customer Answer

  Date: 08/20/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  
  
  Why is it we repacked the computer in the exact same boxes and packing Magic Micro shipped to us and it was damaged on the return to Magic Micro but not damaged when we received it.

  We also purchased a roll of packing and had to purchase the larger Priority Box from USPS to return the video card because of the over packing. If this is also damaged it's because thats the way it was installed in the PC shipped to us. This is why we had video distortion, because the video card was bad when installed not returned.
  
  Why are we being charged $640 (30%) (I had to tell Max the dollar amount of 30%) when the normal restocking charge is 15%? I do not feel we should be charged anything because if the computer was damaged, it was damaged in the shipping to us. That's why we had so much trouble from day one.
  
  
  Please see attached pages with emails sent to company but no one take the time to read. We have been requesting help but they keep blaming the customer instead of admitting there were problems with the PC since we received it. They instead are blaming us for the way it was packing to return to them. We repacked using the exact same boxes and packing even the same shippers so why is it was damaged because of packing to return but not damaged when shipped to us? We've had problems since day one and noted in emails to company but no one taking the time to read these messages. We should not be charged any restocking because of problems since day one buy 30% ($640) is way out of line.
  
   

  Business Response

  Date: 08/24/2022

  Customer called us initially already after the return
  windows closed.  If they had called
  within the return window there would have been option to return with 15%
  deduction. Their initial call was not about shipping damage but finding best
  way to connect the PC to the monitor.  When they insisted that something was wrong with the computer, we authorized
  sending it in for repair/troubleshooting.  They took out the video card and sent it to us. When we advised them
  that we received video card slightly damaged they packed the rest of the
  computer and sent it to us.  We received the
  computer with the note saying that they did not need it anymore.  Computer came with shuttered side panel and
  we advised the customer of that fact.  Shipping damage sometimes occurs, and it is nobody’s fault but only
  shipment originator can claim it with the carrier. When customer originally
  received the computer, they never mentioned about shipping damage on the way to
  them so there was nothing for us to claim.
  
  Regardless of the damage we still offered the customer to
  build brand new computer and explained to them the alternative - that if they
  did not want the replacement outside the return window we could only  to buy the original system back for 70% of the
  original cost. They did not want the replacement system and opted for the
  refund which was processed promptly.

  Customer Answer

  Date: 08/25/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  Again more lies from Magic Micro and max. We never called Magic Micro, they called John yelling about damage, he hung up on them.
  
  We were having problems with video distortion and was made to jump through hoops till two months later when we were told to return. We removed the video card as per Tom C and returned it. They called yelling that it was not packed correctly and damaged. We tripled wrapped it and there is NO way they received it damaged. Why was it damaged when we returned it and not when we received or how Magic Micro installed it? Thats may be the reason we were having problems. They never answered us about the best connection except we need to buy ( spelled BY as per max ) more parts. They never said slightly damaged till now. They never said anything about shuttered side panel, just saying it was damaged. We never said we did not need it any more. We no longer trust Magic Micro to build what they called a NEW computer but rather they would have piece together our junk that we returned or another and resend.

  All documented in email messages and sent to BBB.
  
  We had problems since the day we setup the PC from Magic Micro. First message sent on Fri 05-27-2022 4:33 AM to Elena. All messages to and received from Elena, max and Tom C have  been sent, but no one has taken the time to read all the complaints. Email messages also had still screenshots of distorted video with no replies. We were made to jump thru even more hoops causing even more time delay.
  
  The lies continue from max and Magic Micro, we are ready to seek legal action.
  
  
  
  
  
  
   

  Business Response

  Date: 09/06/2022

  Hello Kristie,

   

  I am awfully sorry for missing the deadline to respond to the case online. 

   

  Here is what we have to say on the matter:

   

  We have a letter from the customer requesting the refund which I am attaching here (red underlining mine). 

   

  In the screenshot attached, after multiple back-and-forth trying to help the customer to actually solve their issues we laid out our final offer to them consisting of two choices – replace the computer with new one or refund $1,1517.60. They chose the refund which we processed promptly.

   

  Thank you for taking time to review my response.

   

  Leo *******

  Magic Micro

  Office direct:       ***** ********

  Fax:                      ***** ********

  Toll Free:               ******************

  Website:               www.magicmicro.com

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  

  
  **** ******

  
  

  
  

  
  

  So involved with other disputes they could not reply withing BBB time requirements?

  
  

  The PC was NOT in pieces. (YET Another LIE). We were told by Tom to remove the video card. They call yelling at John saying the card was not packed correctly and received damaged. Why were we having so much trouble with the Video Card if it was not in good working order or even damaged when placed in the so called new PC? We then returned the PC in the exact same boxes using the exact same packing, packed the exact same way and using the exact same carrier. If it was damaged in any way thats the way we received it and the PC was complete NOT in pieces as accused. We were told they would build a NEW PC, we did not trust these three people especially MAX the so called customer service and found out later the so called supervisor that could not speak english. Why were we charge 30% instead of 15%? Because we were made to jump thru hoops for 2 months before we were offered a return.

  
  

  ALL problems since day one have been sent in with PHOTO's of problems. How can they dispute these documents and photo's? Magic Micro, Max is at fault and should have (if anything) charged 15%. They do not deserve 30%.
  

  
  

  There people do not desire the $640 they charged us and we will fight even if it takes legal action.
  

  
  
  **** * ******