Complaints

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• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 6/12/24 I brought my daughter's laptop in to see if it was worth getting fixed. They said it'd cost $100 hundred plus tax to do diagnostics and that it'd be worth it since the computer is only a few years old. I agreed. They called me back and said it needed a new hard drive and that it was worth it for an additional $110 plus taxes. I somewhat reluctantly agreed. I came back in to pick it up on 6/19/24. I took it home to discover immediately that it didn't work. I brought it back the same day and left it with them. They called me back and said something about a driver and that it was now fixed. I came back in to pick it up the next day (6/20/24). It still isn't working; more specifically, the screen constantly glitches. On 6/21/24, I called to ask about a refund, and they said I'd have to wait until the next Monday to talk to the owner. I've paid $224 to fix a computer that in the end isn't fixed.

  Business Response

  Date: 06/24/2024

  There was an initial issue with the display driver after the initial repair caused by a ********* driver that had installed automatically during the standard windows updates.  It did not show surface during the repair.  Customer brought it back in and we corrected the issue within 10 minutes, but the customer had left.  We called him to let him know it was ready, but he did not pick it up until the next day.  During the rest of the time it was here we continued to run the machine and make sure that the issue did not come back which it did not.  A day or so later the customer called not to complain about the unit not working, but instead that he needed the money back because he was going through a divorce and did not have the money.  Our sales associate told him he would need to talk to me about that, but I never heard anything from him until this now.  We absolutely will make any issues with our service right with no charges, but the issue that happened was due to a forced ********* update and out of our control.  We have seen this happen in the past with HP notebooks, but for each one of them all we did to remedy the issue was to install the driver from ***** which is what we did this time and there were no more issues.  Again, he paid the initial check in for $100, then it needed a hard drive for $59.99 & an additional half hour labor to install the drive and reload the most current operating system on that new drive which we did.  We are happy to help him if there is still an issue, but as of right now we are not aware of any issue.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21883156
  
  I am rejecting this response because:
  

  The owner writes that "A day or so later [I] called not to complain about the unit not working, but instead that [I] needed the money back because [I] was going through a divorce and did not have the money."

  
  NOT true.

  
  He claims that I "... did not complain about the unit not working..." This is a lie.

  
  I did in fact tell the sales rep that I was having problems and that times are tough. I was lamenting having gone to them in the first place.But I was also quick to point out the futility of my own words. I told the rep that everyone has his or her issues and that therefore my personal woes are ultimately irrelevant (or words to that effect).

  
  That's all very much beside the point, however.

  
  It's misdirection. And it leaves out key information.

  
  The VERY FIRST thing out of my mouth was that the computer was not working again. Why else would I call? He makes it sound like I just wanted to say that I'd like a refund because of my personal problems.

  
  NOT SO.

  
  I called to complain that I was fed up that I'd have to -- yet again -- bring my computer into the store after they said it was fixed. Three times that has happened. So, yes, I asked for a refund and blurted out the personal stuff in frustration.

  
  It's more frustrating that after bringing the computer back in today I was told, "We have been given very high reviews by a lot of people." He seemed to be implying that my complaint was somehow invalid or less valid because of his strong record.

  
  He probably does do good business in general, for the vast majority of his customers. That's great. Thats why I went there in the first place. But that doesn't mean my complaint is not valid. Again, misdirection. If I do something wrong (or am suspected of such), I don't get to say, well, I'm good most of the time, so what's the problem, or how dare you question my integrity.

  
  Let's see if they can get it right this time...

  
  But I really should not have to keep taking the computer in to them.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/27/2024

  The customer never spoke to me, the owner, so it was not brought to my attention so it was not a lie.  The customer has since brought in the unit and we have been able to make it so the ********* update will no longer force the incorrect driver software onto the machine so the computer has been repaired at no further expense to the customer from what he willing paid when he dropped the broken machine off for repair, and verbally agreed to when we called him for the additional half hour labor and the replacement of the defective part that was causing the computer not to work in the first place.  Unfortunately, we have no control over what ********* forces onto people with their updates.  There are many HP customers having the same issues because of this.  We were just able to find some information of what some had done to make it so this did not happen again.  The machine was brought back in yesterday afternoon and it went to the front of the line and we got it taken care of and have let it run overnight to make sure that the issue did not resurface.  As of this time today it is still running and no longer trying to install that incorrect software driver which was causing all of the issues.  We intend to call the customer this morning to let him know that it is working with the changes that we found, and leave it up and running so he can see it for himself.  Unfortunately in this business things like this can occur that are out of our hands, but we always strive to make it right by the customer and get the unit repaired and not charge any additional time and labor while doing so to make it right by the customer.  I feel that we did this in this case as well.