- Report: #1051736
Report - Rebuttal - Arbitrate
Complaint Review: Laptops for Less
Laptops for Less600 E. Dallas Rd, Ste. 200 Grapevine , Texas USA
Laptops for Less Poor Customer Service & Service Standards Grapevine Texas
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We purchased a refurbished lamp from laoptops for less with a 2 year warranty, a lamp for our Mitzubishi 1080p TV. The lamp has gone out twice with it only lasting up to 6-8 at a time. We contacted laptops for less on 4/30/2013 to file an RMA and sent the lamp back to be inspected on 5/1/2013. We spent $20 for 2 day shipping to help rush the order.
The company states that you can review your order online and would be updated real time as to the status of our order. We checked the RMA # on 5/3/2012 and it still indicated that they had not received our lamp but we had confirmation from FedEx that the lamp had been received by laptops for less on 5/3/2013. My husband contacted a representative from the company who confirmed that the lamp had been received, was not sure why the status of our order had not been updated but that the lamp would be inspected and the replacement lamp processed in 2-5 business days.
We followed up again on 5/6/2013 becuase our RMA# still had not been updated and were provided with the same repsonse that our order would be processed within 2-5 business days and that our order would be updated when the replacement lamp ships. By 5/10/2013 (the 5 business day mark) we still had not received a shipping confirmation so we followed up again on 5/14/2013. This time we told that the refurbished lamps we currently on back order and that they could not send out a new lamp until sometime next week. They did say we could pay an additional $40 for a new lamp which they had in stock and could send it out right away. We indicated that we would pay the additional $40 for upgraded product but that they needed to overnight the product to us since they had made the error. They agreed to upgrade the shipping to 2 day shipping and that our lamo would be mailed out on 5/15/2013. We asked that a receipt and tracking number for the new lamp be emailed to us as well which the rep agreed to do so.
On 5/17/2013, the day we should have received the new lamp per the new agreement with laptops for less, we still had not received the receipt or shipping confirmation so we contacted laptops for less again to find that the product still has not been shipped out. They indicated that the machine which inspects the old lamps had gone down and they could not inspect our broken lamp to be able to then approve sending out the new product. Again we were not notified of this information in advance. We indicated that they have had our old lamp for over 10 business days now and that the damage to the lamp could be visually inspected and identified. They agreed to do a visual inspection and to send out our new lamp today.
This company has failed to contact and/or keep us aprised as to status of our order. They continue conveniently create excuses as to why our prodcut has not been shipped out to us. We have now paid $60 for a replacement lamp that should be replaced and sent back to us within 2-5 business free of charge and after waiting 11 business days our product still has not been shipped out to us. They also claim to update the status of your order on line every step of the way and our order still shows that laptops for less has not received our lamp for inspection. This is one of the worst companies we have ever dealt with in regards to standing behind their product, providing decent customer service and simply meeting their gurantee to replace prodcuts that are under warranty. I would highly recommend that you do not purchase a single product from this company. Their business is extremelly disorganized, unprofessional, and unethical. The complete opposite of customer service!!
This report was posted on Ripoff Report on 05/17/2013 01:01 PM and is a permanent record located here: http://www.ripoffreport.com/r/Laptops-for-Less/Grapevine-Texas-76051-/Laptops-for-Less-Poor-Customer-Service-Service-Standards-Grapevine-Texas-1051736. 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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