Complaints

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• Initial Complaint

  Date:12/28/2023

  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.

  On or about 10/30//23 I asked *** to diagnose and repair our gaming laptop for it had a black screen on it after it came back from ******************* (Dr Tech) successfully replacing the charging port. He replaced the screen and display cable in order to resolve the black screen and this did not resolve the issue ( he charged me $150.00 for this work and $95.00 for the screen). *** had the computer for an extraordinary long time trying to resolve black screen issue. On 11/15/23, I received a text with a picture showing that the laptop screen was working. By 11/18/23 the screen went black and my daughter was able to get the screen working again and then it went black again permanently. I contacted *** again. He said to bring it over and he would continue to troubleshoot the issue. Due to a long turn around time, limited funds ( I could not afford for him to keep misdiagnosing the issue, ordering parts charging me) and the fact that the screen went black after *** worked on repairing the charging port. I spoke with owner about the above charges but didn't seem to get anywhere with this endeavor. I opted not continue working with ***. I would like to be refunded the $150 and $95 stated from above .

  

  Business Response

  Date: 12/28/2023

  We appreciate the opportunity to address the concerns raised by Ms. ******* regarding the recent service on her daughter's gaming laptop.
  First and foremost, we take customer satisfaction seriously at **********************, and we regret any inconvenience Ms. ******* and her daughter have experienced. We would like to provide a detailed response to each point mentioned in the complaint:
  

  1. Screen Replacement and Charges: Ms. ******* mentioned the replacement of the screen and display cable, which she claims did not resolve the black screen issue. However, the information provided by her and in our records indicates that the screen replacement was successful initially, as confirmed by the picture showing a working laptop screen on 11/15/23.
  

  2. Long Turnaround Time and Misdiagnosis Concerns: We understand the frustration caused by the turnaround time and concerns about misdiagnosis. Our team worked diligently to resolve the black screen issue, and we appreciate Ms. ********* patience during this process. However, it's important to note that the initial black screen issue was successfully addressed, and the subsequent issue appears to be unrelated to the screen replacement.
  

  3. Offered Solution and HDD Enclosure: To facilitate data retrieval, after Ms. ******* informed us that she will buy her daughter a new laptop, we offered a solution by providing a free HDD enclosure. This would allow Ms. ******* to transfer her data to a new computer, we have already provided Ms. ******* with a complimentary HDD enclosure to assist in transferring data from her daughter's laptop to a new computer. We stand by our commitment to supporting our customers during such transitions.
  

  4. Refund Request: As per our return policy, In an effort to facilitate a refund for the screen replacement, we requested Ms. ******* to return the packaging for the new screens and the old screen to put it back in place. Unfortunately, we have not received these items back from her. The return time for the screen packaging has lapsed, making it impossible for us to process a return to the supplier and issue a refund. We strive to address concerns about services provided. We're willing to discuss Ms. ********* concerns and explore potential resolutions, as outlined in our policy.
  

  In conclusion, we remain dedicated to customer satisfaction and are open to further discussions to resolve any outstanding issues. We appreciate your attention to this matter and value your role in facilitating communication between businesses and consumers.
  

  Please feel free to reach out if additional information is needed.