Thank you for that :3 Especially the part about having every right to be angry because I always question whether I’m being unreasonable whenever any sort of confrontation pops up in life >.<
I had a migraine for most of the weekend, but when I felt better, I managed to type up a message to the company.
They got back to me this morning, and their response is pretty irritating as they’ve completely glazed over me asking for a refund :(
They’ve been all apologetic, stating that they assure me they will work with me to troubleshoot and get the PC working to the standard that it should so that they can restore my faith in the product and the company.
They aim to do that through remote support with live chat, followed by shipping it back to them for repairs and/or replacement parts if the remote support fails.
And I get why they want to do that because ofc they’re gonna want to try and fix it rather than refund me, but I feel like they’ve already had that chance >.< They sent out 1 faulty PC already, and this one is the 2nd build.
I know they did rebuild it rather than just fob me off by sending the same one back because all the components are positioned differently inside the case compared to the first one they sent, so it seems as though they were truthful when they said they would rebuild from scratch.
I feel like that was their chance to get it right though >.< I don’t really see why I should have to go through all the troubleshooting with them and potentially have it returned and sent back a 3rd time.
It’s frustrating that they completely ignored what I said really :( I’ve responded again saying that even if they could fix the BSODs with remote support, it wouldn’t restore my faith in the product because I’ve had so many problems with it that I have no faith whatsoever left. I repeated that it’s of unsatisfactory quality and that I would appreciate a refund so that I can purchase a machine that will work as it should.
Now I have to wait to hear back from them again >.<
Stay strong! This is difficult for most people and that’s what they’re banking on. You are right to be angry and right in your request for a refund. You shouldn’t have to deal with their shoddy work and you already gave them more than enough of a chance.
I apologize if this gets rambly - When I was getting my accounting degree, we talked a lot about warranties because of liability/taxes/blah blah blah. The real take-home for me was that companies sell people extended warranties banking on them not being used. Companies literally try to view it as free money. THAT’S why they are so difficult to deal with when you have to cash in on that warranty. They don’t want to have to invest anything in their ‘free money’. The thing is, it’s NOT free money, it’s insurance you paid for when you got the computer to protect yourself from exactly this kind of bullshit.
I know it’s hard, but stay the course. Your feelings are valid and worthy. Get angry, be blunt. Don’t worry about remaining polite or likeable. Remember that they are essentially trying to cheat you out of the money you paid for a working product.
I believe in you!
No apologies necessary at all :3 It was really encouraging to read! And I have a tendency to get rambly myself anyhow, haha.
The silly thing about their warranty in particular is, it comes as standard with the product. You can pay for an extended one, but every purchase has 1 year collect & return for repairs/faults, etc. And something like 3 years tech support.
But yeah, the first one they sent was dead on arrival, so that went straight back no questions cos I sent em a video of the horrific sound it made when powered on! I think it was a fan scraping on something, but I couldn’t see anything obvious, and I wouldn’t dare to try and tamper with it myself to resolve it anyhow.
They took that one back without question and completely rebuilt it from scratch. I swear this random bracket in the 2nd build is sitting in a way that it doesn’t support the graphics card though, it’s very weirdly positioned like it’s just floating and not doing anything!
After agreeing to allow them to perform the remote support session (which took around 3 hours >.<) the support guy, while lovely, wasn’t able to fix the BSODs. He said it seemed like the OS is screwed and needed a clean install, but also had concerns about the CPU & RAM.
He asked me how I wanted to proceed, so I straight up repeated wanting a refund, politely explaining again that this is the 2nd build, so it shouldn’t be unreasonable to want my money back rather than sending it back to then receive a 3rd potentially faulty one.
The guy was really helpful, went to speak to his manager, and they said it could be returned for a refund. They sorted that out pretty sharpish too! The courier came to pick it up earlier today.
I made sure to take a mixture of photos and videos of it being safely packed and sealed up because I’m kinda paranoid they might try to pin something on me and say it was damaged in transit due to poor packing or something like that. It just wouldn’t surprise me if they try to find a way to reduce the refund amount >.<
So yeah, progress has been made at least I guess :3 Now I just have to wait cos they said that they can’t process the refund until a technician has looked at the machine.
The really annoying thing is, while it’s great that they’ve finally agreed to refund me, it doesn’t change the fact that I’ll still be without a computer for heck knows how long :(
I spent hours researching other companies and reading reviews, and it seems like no matter where you buy from, people are leaving 1-star reviews about faulty PCs where customer support ignores them completely.
My experience with the company I bought from may have been a bitter one so far, but I guess at least they do respond to stuff >.< I’m kinda worried about attempting to order elsewhere because the place I ordered from had the highest TrustPilot score. I dunno whether I should give them 1 final chance provided they do refund me. Maybe see if they can build something with similar specs but use completely different components or something.
Thank you again for your advice & encouragement :3
