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Business Profile

Information Technology Services

The Hackery

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Information Technology Services.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:28/10/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 brought in my laptop as the display stopped working. The laptop was still fully functional outside of the display as I am able to connect the laptop to an external monitor, and it is still fully operational. Brought in my laptop to have it assess in early August. They assessed that it was not the display itself, but rather a connector cable to the display and will have to order in the parts which will take a few weeks, and was not given actual time frame, and was told I would be informed once parts arrived. I had to follow up with them at the end of August, and just by chance the day I email them, the parts arrived and will have it fixed. Went to pick up laptop early Sept (5), and luckily I checked before paying as the laptop did not even powered on. They took it to the back of the store, and told me they were "not comfortable in giving the laptop back to me at this time" and that they will need to assess what happened. Through numerous communication, they figured now it is the battery receptor that has failed, and again will need to order parts, and parts will not arrived until mid-October. Again, I had to follow up, and by chance when I follow up, the part just came in the day I called them. They told me it will take the weekend to fix. Waited for their correspondence, and did not hear from them. Again, followed up, and now they are telling me that it is most likely the battery that is not functioning. It has been since August since I dropped off my laptop to have my screen repair, and now I have a non-functioning laptop, and am still waiting for them to give me a proper answer as to what is happening. I now do not have faith that my laptop will be fixed to it's original state, let alone the display issue. I would like my laptop back as it still holds my personal information, and need them to compensate for what is now a useless laptop.

  • Initial Complaint

    Date:24/01/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Oct 6th i brought my laptop in for repairs to The Hackery in East *********. It was told to me then it would take 3 to 6 weeks for complete repairs. Over the next 3.5 months I have had various emails and phone calls with the business to discuss the state and progress of my laptop repairs. I have attached pdfs of these communications. Every time the company would not follow up with me or call me back or email me back when they said they would. I have had to reach out myself almost every time. At the end of December I finally had some progress and was told by an employee, *******************************, that my laptop had parts installed and that they just needed to do some testing. On January 9th I checked in again and they told me that they couldn't locate my laptop, that a technician must have left it somewhere, and they would get back to me when they found it. On January 16th I called again, and they told me another vague uncommital answer about the state of my laptop but that he would get back to me. On January 19th I called again and ****** was needing me to tell him the make and model of my laptop because there was no record of that information and that he needed to look for it, he still couldn't find it. After I waited on hold he then told me he is unable to locate it and it possibly has been accidentally recycled. This has now left me open to stealing of personal information, bank information and identity theft. ****** has offered to buy me a replacement laptop that he purchases but I am uncomfortable with taking any product from this company

The Hackery is NOT a BBB Accredited Business.

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