Complaints

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Macbook Air screen that needed to be replaced. I tool the laptop to the Apple Valley ********* location in September. This computer wasn't used frequently and the next month, we noticed a dead area in the screen about an inch wide running from the top of the screen to the bottom. I emailed the location and told them about the problem in early November. They said they would look at it to be covered under warranty. At this time I also noticed there was a rubber piece protruding from the back and guessed that the screen was installed incorrectly.By the time I got around to getting the computer to the location, they had gone out of business. I took it to the ***** location and shared this history. They looked at the computer and determined that I had caused the damage. I don't even know how I could create the damage to the rubber ******. I think I would have had to physically pry open the screen and pull the thing out.Anyhow, they implied I was lying about the damage and said they would be happy to fix it for another $400

  Business response

  03/05/2024

  Hello ****,

  The damage we had seen on the MacBook is consistent with physical damage. Our warranty covers defects in the screen, such as no display at all or discoloration. One inch dead spots are typically signs of physical damage. Regardless of how the damage occurred, observed or not, we cannot return the screen to our vendor as a defective part due to the physical damage. We've also offered to do the repair again with a $100 discount, but you refused this as well. Our last offer to you is to do the repair with a $200 discount. Please let us know if this is an acceptable solution.

  Customer response

  03/07/2024

   I am rejecting this response because:  Although the damage was "consistent with physical damage", it wasn't physical damage.  Although I can't prove it, this was a botched installation. I appreciate your offer to reduce the price to fix your mistake, but I'll pass and find a business that believes their customers and stands behind their work.  No follow-up necessary.
  
  
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Gophermods received my Iphone on October 2, 2023 for the purpose of selling it. After an appraisal, we did not agree on the selling price and I asked for my item to be returned. The merchandise was poorly packaged, resulting in visible damage to the Iphone's screen. Gophermods refuses to acknowledge the damage, accuses *** of negligence in shipping, and intentionally avoids communicating with me to this day. The delivery via *** was insured and Gophermods was reimbursed by ***, but refuses to reimburse me for the damage. I am requesting that I be reimbursed the *** insured value $100 for the returned damaged merchandise. Order # LB00054 *** Tracking# 1ZY291V50390939785

  Business response

  11/14/2023

  We received the customer's device for appraisal and gave our appraisal, based on the condition we received it in. The customer did not agree with our appraisal or our grading system. They claimed they sent a flawless device. We received a device with minor scratches on the screen. This is how the device was received. It is not considered flawless on our grading system. The customer rejected the appraisal and described the condition they sent it in and accused us of scratching the screen. We did not scratch the device at any point, however, we were willing to work with the customer and give them the full flawless amount of $92. They believed that they should have received more than that. This is the max ***** that we pay and advertise on our website for this specific device. The customer called and us and we were willing to make a *** claim on their behalf, since we are the shipper/account the label is made from. The customer rejected this offer and told us to ship the phone back. We shipped the phone back and the customer decided to make a claim with *** on their own behalf. They cannot do this since it is our account that provides the label. We never received payment from *** nor have we filed any claims. We've had multiple conversations with the customer that have been unproductive because they are asking us to take responsibility for something that is out of our control and something that was never agreed to.

  Customer response

  11/14/2023

   I am rejecting this response because: 

  We have had a conference call with ***** and *** and they have instructed a refund. It is my firm belief that my item was damaged at your office prior to arrival (before and after photos were provided to you in previous emails) or during transportation via ***.  You should be held responsible for the damage because you provided an inexpensive shipping method and used substandard packaging that caused the damage. I will accept your estimated value of the device at $92, and we don't need to continue to discuss the dishonesty and reputation of your business.
  
  

  
  

  Business response

  11/14/2023

  *** has never instructed us to pay any amount. *** said they would forward us forms to fill out and we have not received those. If the customer would like to follow up with *** to have them send the forms, we would be happy to fill them out. We are willing to pay the $92 if the customer sends the phone to us. We are not liable for the condition we received the phone in. The liability lies with ***.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩