• Report: #994972

Complaint Review: Computer Upgrade King (computerupgradeking.com)

  • Submitted: Fri, January 11, 2013
  • Updated: Mon, January 21, 2013

  • Reported By: Art — Gattlinberg Tennessee United States of America
Computer Upgrade King (computerupgradeking.com)
825 Grove Road, Suite #7 Midlothian, Virginia United States of America

Computer Upgrade King (computerupgradeking.com) Alex Bondarev Custom Laptops Gaming PCs Midlothian, Virginia

*REBUTTAL Owner of company: William from Austin Response

*Consumer Comment: ComputerUpgradeKing are indeed crooks

*REBUTTAL Owner of company: Fictitious Report Filled in Retaliation by Mat Napchen of Digital Gadgets

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I purchased a gaming class laptop (Alienware M14X) in December for a Christmas present through EBAY from a company called (so called) Computer Upgrade King.  The ebay process was simple, the ccompany's ebay page was beautiful and very complete.  The initial experience was great.

Then I had to deal with the product and the company itself - talk about arrogant belittling people! 

The laptop arrived, and it was supposed to have two hard drives, one a spinning drive and the other a solid state.  The big spinning drive didn't work, and I couldn't get anybody to return my calls for more than a week.  I gave up, but didn't want to return it since it was a gift.  I took it to a local computer repair shop, and they told me the drive wasn't even connected.  They connected it, and it ran fine.  Only to discover, that they screwed up the Windows install.  I had to purchase a NEW copy of Windows 7 and install that over the crap that Computer Upgrade King has installed.  All in all, it cost me an additional $300 to get a working gaming laptop.  Now that I took matters into my own hands, it is a great laptop, and my son is so amazed - thank god for Alienware building great products, but Computer Upgrade King is a total joke.

I finally got a call from these fools, and spoke with some girl who knew nothing and DEMANDED that I return the product, and who cursed at me when I said I already fixed it and would not return it.  I asked to speak to the owner of the company, and she refused - she gave me the name of some Russian guy instead and said I could send an email if I wanted.  I was also threatened that if I complained on ebay they would know who I was!

I did learn that they don't ever have these units in stock, they order them and then customize them once they get an order!  Computer Upgrade King is nothing but a fly by night!

What a horrible experience, and a lesson that I will never forget.  Next time I ever was a custom computer, I will buy a stock one and upgrade it with a reliable shop.

Computer Upgrade King should be avoided AT ALL COSTS!

This report was posted on Ripoff Report on 01/11/2013 12:55 AM and is a permanent record located here: http://www.ripoffreport.com/r/Computer-Upgrade-King-computerupgradekingcom/Midlothian-Virginia-23114/Computer-Upgrade-King-computerupgradekingcom-Alex-Bondarev-Custom-Laptops-Gaming-PCs-Mi-994972. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 1Consumer 2Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

William from Austin Response

AUTHOR: Computer Upgrade King LLC - ()

William is leaving a report because of a Paypal case he opened, which was decided in our favor. We made an original offer for a restocking fee of $320.81. He denied our offer and PayPal decided and enforced a $354 restocking after reviewing the repair estimate conducted by an independant third party. Below is the outcome of Paypal case showing how they reversed the payment less $354 restocking fee which Paypal decided to uphold.
- http://tinypic.com/view.php?pic=2moz12c&s=6

We sold the laptop in brand new, unblemished, and fully working condition. We do not sell refurbished laptops described as new. As an authorized reseller and service center for HP, we sell only brand new HP computers. The laptop was sent back to us by William with an extremely large crack in the casing (as shown in the pictures below). William never mentioned any of this damage when he returned the computer.
- http://i45.tinypic.com/2jbqobd.jpg
- http://i48.tinypic.com/2w1uut2.jpg
- http://i48.tinypic.com/yj95k.jpg
- http://i47.tinypic.com/1znpeoj.jpg

William claimed that Blu-Ray writing fails and does not recognize media. We performed our diagnostics and we successfully burned a Blu-Ray trailer of Prometheus to a blank Blu-Ray disk. Customer was likely using incorrect media or application. He also claimed we provided the wrong model of SSD. Because the 512GB Dell OEM Micron C400 SSD was out of stock, we provided William with a free upgrade to the 512GB Samsung 830 Series SSD.  The Samsung 830 series has faster read, faster write, more IOPs and costs roughly $25 more.

The only issue William mentioned which we could recreate was intermittent Bluetooth connectivity problems.  Given the extensive damage to the computer, the Bluetooth issue could be as a result of the damage sustained in the pictures above by drop or blunt force. We provided William the option of receiving the computer back fully repaired despite the damage caused to it and we explained there would be a heavy restock fee based on the condition of the return. He had opted to do a refund and we complied.

Our restocking fee policy (http://support.computerupgradeking.com/wiki/index.php?title=Computer_Upgrade_King_Policies#Restocking_Fee_Policy) clearly states that we reserve the right to charge a restocking fee if the item is returned physically damaged. We have to protect our company from taking huge losses on items that were not properly handled and misused. If the item was returned in new condition (meaning no cosmetic or physical damages), we would have provided a full refund.

We answered all emails and phone calls. We provide and honor a 3 year warranty and Bill was extended the option of a full repair of his computer at no cost. We just do not allow customers to significantly damage brand new computers that we shipped to them and then receive a full refund.

We still stand by the fact that the original report is untrue. Matt Napchen of Digital Gadgets submitted this false report on 1/11/2013 in retaliation to the following report that I submitted about him on 12/19/2012.  If nothing else, the reports are so very close apart indicating retaliation and any reader can review our Amazon and eBay reviews as well as call us up on the phone and see we do not have any female employees in our customer service department as Matt contends we do. Here is that original article:
- http://www.ripoffreport.com/mat-napchen-of-digit/internet-fraud/monroe-township-new-jersey-5c16e.htm
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#2 Consumer Comment

ComputerUpgradeKing are indeed crooks

AUTHOR: william - ()

The CUK rebuttal amounts to hey he made it up.

I had a very similar experience with CUK, the short version is 
they shipped me a broken computer, $1400+
charged me for an upgrade they did NOT do!
Charged me a $400 restocking fee for returning a computer they do not dispute was broken.
"Because they cannot sell it as new"
Their words. I can show you the email.
So, they want to sell broken computers as new. Or repaired computers as new.
No third choice.

The "new computer" you are buying from them is likely a refurbished computer they buy in bulk.
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#3 REBUTTAL Owner of company

Fictitious Report Filled in Retaliation by Mat Napchen of Digital Gadgets

AUTHOR: Computer Upgrade King LLC - (United States of America)

This report against our company was filed falsely in retaliation by Mat Napchen of Digital Gadgets.  On 12/19/2012, I filed a Rip Off Report regarding Mat Napchen of Everything Technology aka Digital Gadgets who attempted to solicit a wire transfer exceeding $70,000 for payment of MacBook computers.  I asked for references for Everything Technology and was provided Digital Gadgets as a reference of a company they have done much business with.  I found proof as you can see from report below, that Digital Gadgets is not a past customer but a company domain belonging to the same account as everythingtechnology.
http://www.ripoffreport.com/mat-napchen-of-digit/internet-fraud/monroe-township-new-jersey-5c16e.htm

After writing my report, Mat had a lawyer contact me and threaten legal action if I did not remove the report.  I indicated that the public had a right to know there was a dishonest company going around contacting computer resellers and attempting to solicit very large wire transfers.  I encouraged Mat to provide true references of past customers to clear his name but he never did.  He has instead resorted to tarnishing our company's good name.  I will be requesting that Rip Off Report remove his posting as it likely has IP address coming from Mat's location in Monroe Township, New Jersey 08831 which would prove he submitted the review himself.  I would assume the IP address does not match up with the stated location of this fictitious customer Art in Gattlinberg Tennessee.

If you would like to read actual true review about our company, then feel free to visit us on Better Business Bureau (A rating and no recent complaints), eBay (99.9% non-negative feedback of 5000+), Amazon, and other review sites such as Reseller Ratings.  We are an honest company with mostly happy customers and therefore negative reviews are few and far between.  We knew this report was false due to the fact that we do not employ any woman in our customer service department.  We are a certified Small Woman and Minority (SWaM) owened company, but we do not have any customer facing woman employees.  It is also very coincidental how this report was written about our company shortly after I wrote article about Mat's companies.  We have never had a single report on Rip Off Report until now and it just so happened to occur weeks after I wrote my first report on Rip Off Report about Mat.  We have thousands of eBay feedbacks posted publicly for all to see as well as many other reviews, so it is not hard for someone to research the products we sell and pull from actual customer experiences to fabricate a fictitious review. I'm sure our readers here were not born yesterday and they will notice how coincidental it is that we received a negative Rip Off Report article just weeks after we wrote the following Rip Off Report article:
http://www.ripoffreport.com/mat-napchen-of-digit/internet-fraud/monroe-township-new-jersey-5c16e.htm

If this was actually a true report, then an official company invoice would be attached to this report.  I'm sure such an invoice could be created falsely but likely the readers would be able to tell it would be too simple and likely not real.  I would then respond by providing copies of invoices with customer information blocked out.  My next course of action here will be to contact Rip Off Report and have them trace the IP as it is likely not from Tennessee as this was a false report filed by Mat Napchen of Digital Gadgets in retaliation to the article I submitted about him.
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