JAY R.'s review of Auto Computer Exchange, Inc.

Auto Computer Exchange, Inc.

Customer Reviews & Ratings
Review Posted 2/11/2019
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Below is the long story. Short story is that I tried for almost 6 months to get a working product from these people. In the end, they did provide a 75% refund (that was no easy task). They kept a 25% "restocking fee", which they do list on their website. However, it seems very dishonest to keep such a fee when they could never provide a working product....plus why would they need to restock a defective product unless they intend to sell it to the next unwitting customer. Nissan Pathfinder PCM Repair/Replacement Notes: Purchased a PCM Repair on eBay from North East Auto & Truck (Neat) Computers due to no signal to ignition coils on cylinders 3 & 5. After sending the original PCM for repair, Neat Electrontics called and said factory unit could not be repaired but they could sell us a refurbished one. Purchased the refurbished one with a 1 year warranty. At no time was a 14 day return policy or a restocking fee discussed. Received the refurbished PCM. Installed in vehicle. Vehicle still had intermittent misfires on cylinder 2&4. Replaced plugs and coils on all cylinders. Road tested seemed ok. Returned to customer. Less than 12 hours after returning to customer, vehicle died would not restart. Customer had to have vehicle towed. Performed electronic diagnosis found no signals to coils 1, 2, and 4. Traced wires, used labscope at PCM to verify PCM was sending no signal to the coils. Returned PCM to Neat computers for Warranty Repair. Received unit back. Installed in vehicle. Exact same issue happened. Restested, reverified that there was no signals to coils 1, 2, and 4. Contacted neat computers and they indicated they had replaced memory chip which was not what was needed to correct the original issue. Explained to vendor in great detail what the problem was. They insured they would get it fixed. Re contacted them due to no communication and they stated their technician was working on it and was experiencing intermittent issues, but he was going to get to the bottom of it. Received the repaired unit. Installed in vehicle. Exact same problem. Retested and reverified that there was no signal to coils 1, 2, and 4. At this point I was ready to return the unit, but spoke with Ro and he assured me that that was very uncommon and that he would resolve the issue by obtaining a completely different unit and overnight ship back to me. As he indicated that they would take care of the problem once and for all, I sent the unit to him. When I did not receive in the timeframe he specified, I contacted him and reminded him that it was to be overnighted. He did overnight it but I received it 2 days later. Upon inspection it was the same unit that I had returned. I was able to verify it was the same unit because I marked it before returning and the “new” unit had the exact same mark. Immediately upon receiving the replacement unit I contacted Ro and told him that it was the exact same unit and I was fairly confident that it wouldn’t work. He assured me that they test every one, every time before it leaves the facility. I proceeded to install the replacement unit in the vehicle and the vehicle had the exact same problem, no signal to coils 1, 2, and 4. I contacted Ro again and explained that neither customer nor myself were confident in the product. At that time I told him that I was going to go with another vendor to get it repaired/replaced and therefore requested a full refund. Ro assured me that would not be a problem and advised to return the unit and mark request full refund. Which I did. He also suggested I return the original unit to get the security chip applied. I notified him that I did not need the security chip applied to the original unit and that I would be sending back the unit that he had provided to me. He indicated that the refund would be put back into my account in 3-5 business days. After not hearing from them or receiving any refund, I contacted Ro again. At that time he stated that they had not received the unit. However when I provided him the FedEx tracking receipt which showed that the unit was received, he did find the unit. He then said that he was processing the refund right then and there and I would see it in 3-5 business days. After not receiving a refund in the time provided, I contacted him again and was told at that time that the claim had been denied. Even though he had the defective product and the money, he was unable to do anything about it. I asked to speak with a manager and he transferred me to an answering machine for an employee named Barbara. I left a voice mail at that time as well as multiple voice mails over the next several days. No one ever called me back. Finally, we called back and asked for Barbara and she was not available again so we asked to speak with Ro. Ro advised that they were not able to process a refund, but he would see if he could find Barbara because she had the final say. He put me on hold for about 10 minutes and when he returned he indicated that they could refund the cost of the part minus a 25% restocking fee. We indicated that was not appropriate since the part that they provided was defective, even after working with the company over multiple months to get it fixed. He said that was the best they could do and as it was past a 14 day return period. This was the first time we had been notified of a 14 day return period. We asked him to please process the refund minus the restocking fee, but let him know we were not satisfied with this resolution and would be back in touch. There have been numerous trips by the technician to re-install and re-diagnose the issue. The customer was forced to find another vehicle to use while the Nissan was out of commission. We feel that the value of those hours wasted and dollars wasted on a replacement vehicle is by far enough of a concession to request a full refund. It should be noted that another unit was installed, and it works great with no further issues reported after using the vehicle for over a month. It is because of this that I feel confident that unit provided by Neat Auto Computers was a not functional and should be fully refunded. There has been constant contact between the date of the original order in July of 2018 and the date of notification of the inability to provide a full refund in January of 2019. As of 2/7/19, they did provide a 75% refund. However, it does not seem right that they keep a 25% "restocking fee" when they could never provide me with a working product.
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Additional Business Information
Hours   Phone   (954) 983-4948 Address   5414 Stirling Road
Davie, FL 33314
Website   http://www.autocomputerexchange.com Email   sales@autocomputerexchange.com
Contact   New Contact Other  
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