Complaints

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• Initial Complaint

  Date:19/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Defective warranty work: **** ******* * ** ******* ** ****** ** ** *** ******* ************** regarding the USB port repair issue. I feel it is necessary to address several key points and outline potential next steps if this matter is not resolved satisfactorily. ******** ********** **** ***** ********* ******** ********** **** ***** ***** *** ******* ********** ******** ** *** ********** 1. Warranty obligations: Repair shops must provide a warranty of at least 90 days on parts and labor. The USB port failed within this timeframe and should be covered under warranty at no additional cost. 2. Quality of work: The Act implies a warranty that services must be of a "reasonably acceptable quality." The repeated failure of the USB port repair suggests this standard was not met. 3. Unfair practices: Refusing to honor a valid warranty claim could potentially be considered an unfair practice ***** ******* ** ** *** **** ******** ************ *** ******** ****** As a business owner, I'm sure you understand the importance of customer satisfaction and ******* business practices. These principles are fundamental to building trust and maintaining a positive reputation ** *** *********. The current situation, if left unresolved, could potentially damage that trust and reputation. Response to Claims of Improper Use Your suggestion that the issue may be related to how the units are being handled appears to be unsupported by the evidence at hand. As previously identified, the failure is due to improper adhesive application. Your unfounded claim of improper use seems to be *** ******* (irrelevant point or topic to divert attention from the original issue). Proposed Resolution I respectfully request that you honour the warranty and repair the USB port at no additional cost (or refund the amount), given the circumstances *** *** ********** ******** ********** ****.

  Business Response

  Date: 16/01/2025

  Hello ****,
  Thank you for your message. I understand your concerns regarding the recurring issues with the unit, and I appreciate the detailed information you’ve provided.
  After careful review, it appears that the root cause of these ongoing issues may be related to how the units are being handled. While we always strive to provide the best repair service, multiple instances of damage across different units suggest that handling or usage could be contributing to the recurring failures. Specifically, the repeated detachment of connectors is often caused by physical stress or improper use, which can negatively impact the durability of the repairs.
  As per our policy, any repairs or issues reported beyond the initial warranty period of 30 days from the pickup date (10/09/2024)—which, in this case, is more than two months since your initial contact on 12/09/2024—require a physical inspection of the unit before we can proceed further. This step is essential to accurately assess the damage, confirm the root cause, and determine the most effective solution.
  Please let us know how you would like to proceed with scheduling a drop-off.

  Sincerely,

  ****** ********
  CEO, JVR Computing
  * ** **** ******** * ********************** * ************ * *******************
  

  Customer Answer

  Date: 16/01/2025

   I am rejecting this response because:
  1 The business has failed to address the core issue of the faulty repair and inadequate adhesive application, which led to the recurring USB port detachment.
  2 The claim of improper handling is unfounded and appears to be an attempt to deflect responsibility for the failed repair.
  3 The business has not honored the implied warranty of quality workmanship, as the repair failed within a reasonable timeframe.
  4 The refusal to correct the repair without additional charges violates consumer protection laws, specifically the warranty obligations ***** ********* ******** ********** **** ****.
  5 The business has not provided a satisfactory explanation for the repeated failure of the USB port repair, despite multiple attempts and escalating charges.
  6 The suggestion to schedule another inspection disregards the already identified root cause and appears to be an unnecessary delay tactic.
  7 The business has not addressed the request for a refund or no-cost repair, which is a reasonable expectation given the circumstances.
  8 This is a spammed response provided numerous times and is not a sincere attempt at resolution. The business has repeatedly sent the same generic message without addressing the specific concerns raised, demonstrating a lack of genuine effort to resolve the issue.
  9 This response is a mischaracterization, as the item was delivered for repair multiple times and email communications indicated a refusal to honour the warranty. Not only was the repair charged multiple times, but an additional amount was demanded after estimate, which exceeded the 10% statutory limit.
  10 The business has ******** ********* ******** ********** **** **** by exceeding the 10% limit on charges above the estimate. ********* ** ******* ***** ** *** **** *** * ******** ********* ******** ** ********* *** ******** ***** *** ****** *** ******** ** ****** **** ******* *** ******** ** **** **** ** *** ****** This provision applies to repairs, including electronic device repairs.
  

  Sincerely,

  **** *********