Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is in reference to poor customer service and the company blatantly ignored inquiries related to the repair and upgrade of flagship **** Precision 7880. I have left multiple emails and even have been referenced as a female in a response and after corrected no reply or acknowledgement was provided. I request to be put in contact with a supervisor with those emails being ignored.I also stated if there are any further upgrades or enhancements that could be done to max out my system, please know and I will more than happy to purchase any part directly from you or alternate source based on your guidance. When the system comes there is a *** card that I installed that I need help removing without damaging anything as I was unaware that my system did not gave a mobile internet option and the *** card holder was merely cosmetic.I would like you to install a carbon fiber full body computer skin sticker that I purchased for my computer to give it some originality. I am no good at doing stuff like that but I am sure you will be precise and install it perfectly, especially with instructional videos I am going to send you.

  

  Business response

  12/17/2024

  Repair ID ********

  Good Afternoon ****,

  I wanted to reach out regarding your recent interactions with our company and to address your concerns.

  First off, I very much apologize for any lack of communication between us and you, and want to assure you that any non responses were 100% not intentional. That being said, I can see that you were requesting some upgrades and repairs to your laptop. After speaking with our repair technicians along with the emails that we exchanged, I can see that many of the parts needed for your Precision 7780 are not available to us yet.

  I also directly spoke with our repair technicians regarding you being referred to as a female, and was assured this was simply a typo from one of the responses to your questions, absolutely no offense was meant **** From what I understand, you spoke with our repair center and mutually agreed not to move forward with this upgrade / repair due to lack of hard to find parts.

  Unfortunately, if we have not seen a part you are needing in our inventory there is no good way to notify you when it does come available, my suggestion for situations like this is to check back with us every so often.

  Once again, ****, I very much apologize for any frustration or lack of communication between us. We very much value you and your trust in us with your laptop. If you every need anything **** related or have questions, feel free to contact me directly. :)

  Sincerely,

  ******* ********

  *************************************************************************************************************************************************************

  Office ********************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an adapter from these ***** experts" because my current adapter only works if positioned a certain way due to age/wear/tear.The adapter sent to me would not charge the laptop.I call and do minor trouble shooting over the phone. They convince me to send in the laptop due to bad charging port - stating it's shorting out.I pay my money to send in the laptop along with the charging cable they had sold to me.They state they can find nothing wrong and that the charging cable they use there as well as my charging cable are both working fine on it and they are unable to duplicate the issue.I pay to have my laptop mailed back to me.Exact same issue happens immediately.I call ********* quickly determines that this ***** expert company" sold me a charger that is not compatible with my laptop and therefore when sent to them would not have been able to charge the laptop as they had stated.I need all of my money returned to me ASAP.

  

  Business response

  03/02/2023

  We have actually had the pleasure to resolve this issue directly with *************************  We were able to communicate via email and again via a follow-up phone call, where I believe we found the root issue and came to a pleasant understanding.  Parts-People.com has issued a full refund to ************************* 
  
  Unfortunately, this appears to be a case where the ** adapter that ************************ received from us is defective.  When we initially spoke, the symptoms describe appeared to be a DC **** is rather than an ** adapter issue.  We asked ************************ to send the laptop in, so we could complete the repair.  When we received the laptop, we were not able to replicate the issue and everything appeared to be working fine.  We talked to ************************ and explained that we were not able to replicate the issue and agreed to computer back to the customer.  Unfortunately, when ************************ received his laptop and ** adapter back, the ** adapter still did not work.  At this point, we can certainly understand ************************ frustration.  Once we saw his email, we responded as soon as possible to resolve the issue.  We immediately offered to send out a return label, so we can get the laptop back for further diagnosis.  By this time, ************************ had already filed a complaint with the BBB as well as received another ** adapter, which was working perfectly for him.  We then issued a full refund for the ** adapter as well as all shipping and repair cost. 
  
  After having the opportunity to get to talk with ************************ on the phone, we feel confident that we have resolved all the issues and put all of his concerns at ease. 
  
  We are happy to include all email communication with ************************ if you would like.  Please let us know if there is anything else you may need from us.  Thank you.

*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. ↩