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Review 9/21/2009
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IBUYPOWER sold a defective laptop and they would not honor the
warranty. The screen was shipped defective. When I contacted support
at IBUYPOWER to report the problem they blamed me for causing the
defect by dropping the laptop. The Tech support department offered to
email me a shipping label to return the damaged computer back and they
said they would look at it and try to fix the problem. However the
customer service department killed the offer on multiple occasions.
Find the following email sent to IBUYPOWER: (They never responded-
Addition cost for replacement screen $390 out of my pocket)
_sent 8/24/09_____________
To Customer Support,
I am very disappointed in your customer support efforts in regards to
my recent order of a laptop.
My son was allowed to search and order any machine he wanted to assist
him in his first year of college.
He selected your company and ordered a customer built machine to meet
his needs.
The machine was delivered with what was described to me by him as a
crack in the screen. As it turns out the screen was not cracked it
had a bubble just below the surface of the screen. This bubble
distorted the data on and around it. I was made aware of the exact
defect after I sent the machine to my local technician for repair.
Now my disappointment, I contacted customer service and technical
support on at least four separate occasions.
I was treated extremely poorly by your manager Lee in customer
service.
I had a problem with a product that you shipped me and I wanted it
fixed. He seemed to more concerned that I had dropped the Laptop and
was not helpful in resolving the issue.
I spoke again to someone in technical support who was very helpful and
agreed to send me a shipping label so that I could return the laptop
and have it fixed.
The label never arrived in my email. I called back the next day
talked to another nice person technical support they told me to expect
the label in one day that was last Thursday. I called today 8/24 as I
had not received the label, technical support transferred me to
customer support I expressly stated I did not wish to speak with Lee,
but guess who answered the phone-Lee.
He would not help me resolve the issue with the defective screen. He
would not send a label for me to return the Laptop for inspection.
He was Rude, Insulting, Condescending and just an all around Jerk.
(Listen to the audio tape.)
The cost to replace this screen will be about $500.
I will have it done locally as your warranty and customer support
staff have no creditability.
I am just one person buying one computer and an agent of your company
has treated my request for service with utter disrespect.
My son does like the laptop, with the exception of the defective
screen, and this was a big event for him to select and purchase this
unit.
Apparently he as learned another valuable lesson:
You truly do get what you pay for, as what you buy is only as good as
the company behind it.
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