• Report: #393038

Complaint Review: Pell Technology

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  • Submitted: Wed, November 19, 2008
  • Updated: Sat, September 08, 2012

  • Reported By:sumrall Mississippi
Pell Technology
6020 W. Chelsea St. Tampa, Florida 33634 Internet U.S.A.

Pell Technology fails to repair laptop motherboard and live up to the conitions of their warranty Tampa Florida

*REBUTTAL Owner of company: Rebuttal

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I first sent my brothers laptop to Pell Technology after finding the on Ebay. The laptop had a bad motherboard and would not out put video. I was originally quoted a price of $150. I sent the laptop off in late October or Early November of 2007. After receiving the laptop Pell told me that the laptop would require special video chip set repair costing $250.

When i received the laptop back on December 17th 2007 I immediately noticed the video on the screen was garbled and unreadable when i turned the laptop on. I subsequently contacted Pell technology and sent the laptop back for further repair under their warranty. After receiving the laptop they told me that the motherboard could not be repaired and they would have to replace it for an addition $100. The customer service manager assured me i would get a new 3 month warranty when I got the motherboard replace.

I finally received the laptop back on March 18th 2008. On May 15th the same problem came back where the video was extremely garbled. I thought it was suspicious that i was having the same problem with a different motherboard. I then inspected the serial number found in the CMOS setting and found it to match the one found on the underside of the laptop. They had charged me for replacing the motherboard and then tried to repair the old one.

I spoke will Pell and told them i wanted a refund. They told me I had to send the laptop in for verification. After receiving the laptop they told me that they would not refund the money but they would replace the motherboard like they were suppose to the last time. I received the laptop back on June 24th 2008.

As soon as I received i noticed the mouse pad did not work and the serial number for the motherboard was the same. I then opened the case and took some picture to document that the laptop still had the original motherboard. The soldering around the video chipset was clearly visible.

When I contacted Bill, the customer service manager apologized said he would replace the motherboard if I sent it back in. I sent the laptop back at the end of June. They then replaced the motherboard and I received the laptop back on September 18th. I had the laptop back two days before is broke again. This time it would not turn on at all. I contacted Pell about it and sent the laptop back. They received the laptop on November 8th.

When I sent the laptop back i sent to shipping receipts in for roughly $22 each. Part of the warranty was that they would pay for return shipping. I had sent the receipts in before but they failed to send me any reimbursement. This time when i sent them in I stapled them to the RMA form. I received the laptop back laptop back on November 5th after they claimed there was no problem with the laptop at all. I find it hard to believe it took them that long to come to that conclusion.

After having the laptop a few days i noticed that it would not turn on unless the power cord was connected. However, once it was on you could unplug it and it would be fine. I believe this is related to a problem with the motherboard. I continued to try and contact Pell Technology about the issue only to leave voice messages to which they never return my call. I did talk with them once last week and they told me the refund was on the way. It has still yet to show up. Today I contacted them and the Service representative told me that the laptop's warranty expired in June and there was nothing he could do and he told me he would not let me speak to the manager because he wouldn't do anything about it either. He then hung up the phone.

I would like for Pell to refund the money for my shipping cost as for them to finish repairing the motherboard to a fully functional state offer an extend warranty to make sure this time it will work for good. Or that they would offer a partial refund for selling me a motherboard that does not work properly.

It should be noted that Pell Technology clearly states on their website that if they can not repair it you pay nothing. I asked for a refund a number of times throughout this ordeal only to be told that they would not do it but they would repair it again. I would like to spare anyone the trouble of having to deal with this company and their terrible customer service.

Austin
sumrall, Mississippi
U.S.A.


This report was posted on Ripoff Report on 11/19/2008 06:43 PM and is a permanent record located here: http://www.ripoffreport.com/r/Pell-Technology/internet/Pell-Technology-fails-to-repair-laptop-motherboard-and-live-up-to-the-conitions-of-their-w-393038. 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 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

Rebuttal

AUTHOR: pelltechnology - (United States of America)

We often repair motherboards, but when they can't be repaired we offer a replacement price and we purchase the motherboard.  This is what happened in this case.  Many times to make the motherboard match the current hard drive, we will use the Cmos or Bios settings from the old motherboard, and simply put them on the new board. This explains why you saw matching numbers.

There are also many numbers on each motherboard you may think are the serial number, that are the same on each board.

Unless our techs did make a mistake and use the same board, which I'm not completely narrowing out, because we do service alot of laptops daily and this might of happened.  If for some reason it did, we would be happy to replace it, if we haven't already.

Your model laptop probably has a video issue that is in many of the same laptops, which is probably why our suppliers board started doing the same thing your laptop did before you sent it in.

Many times when a motherboard is outside the laptop it works fine, but once screwed in to the casing and receiving pressure, it can go bad again, the suppliers board was not up to snuff, in this scenario.

Many times a reason why the same issue would be happening again with a laptop is because of usage, this problem is a direct result in the board operating too hot with too many programs running, or no receiving the proper air flow. The heat will cause the board to break again.

If this problem was not handled already, we will obviously offer a credit or money back to get this resolved (if not already).
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