About 3+ years ago I purchased a Sony Vaio (pp with warranty $3000) from BB. The screen on this machine was very thin. Close to its warranty end the screen cracked and rendered it useless. Unfortunately, the warranty I purchased did not cover it.
My husband is military, I am from Lake City. I was home for a visit in Nov 2010. My friend recommended Star Tech. Saying they helped her get a replacement screen for her daughters netbook and was great to work with. So I called right away. I spoke to only Bryant, which I later learned was the owner. Initially, he was GREAT! He attempted to find a reasonable replacement screen for my computer, which works great. He was unable to find one for less than I could purchase 4 netbooks!
He offered to help me get some kind of replacement. He was kind, helpful and eager to get me back to business. I use my laptop in my business and was crippled without. I was very impressed that he was offering me such great customer service.
Before we left town to head back to NC, I ended up purchasing from him an external HD, he transferred the data for me. A Dell netbook that came with an external DVD drive and he gave me a computer bag to go home with. First, I have to say, I did all of this over the phone. I didn't realize the computers he was selling were refurbished. That is my fault completely. I should have asked more questions and been more aware. But Bryant does a great job "sweet talking" you in to whatever deal is to be had. He said he could sell it off for parts. This deal seemed to work out better for him since he could probably get in excess of $1000 for parts for this computer. But I felt like he was really trying to help me and was even going so far as to say he would still make me happy even if it wasn't with this computer.
On our way out of town we stopped by to pick up computer and external HD. The day after we got home, I attempted to load the programs I need for my work. Unfortunately, he sent me home with a CD drive not a DVD drive and 2 of my programs couldn't be loaded with a CD drive. So I immediately called to speak to him or have him call me back and he wasn't available and didn't call back. I called again and explained our agreement was 2 weeks and I need the DVD drive so I can see if the computer would work for me. Finally, after speaking with one of his employees, never to him, they said they would get one sent out. I asked if they would over night it, but instead they mailed it but not the same week I called. I didn't get the DVD until a week and a half later. Not to mention, when I called about it, instead of acknowledging me saying that I had a CD drive not a DVD drive, they acted like I was crazy and making it up because there is no way that could be and in fact the boxes were even correctly marked. In this case, that wasn't so. Despite them trying to make me feel crazy.
Nevertheless, I got the DVD drive, but before that, while waiting for it, I attempted to use the one program I could load. I had a hard time getting and staying connected to the web. The computer was slow and it was very frustrating. When I finally got the DVD drive, I loaded the other 2 programs right away and still had issues getting connected and staying connected to the web and having the programs work right. They all worked fine on my Vaio so I knew it had to be this machine.
Our verbal agreement was that I would take the netbook home, load the programs I use for my business, and try it out for 2 weeks. If I wasn't happy for "whatever" reason, he would "take care of me." He discounted the computer I took home by $100 and kept my Vaio to sell for parts, but expressly agreed not to do anything until our time was up and he had heard from me. I expected that since he sent me home with the wrong thing that the time it took to get our agreement would be extended by such.
Apparently, not the case. When I called him to speak to him about the computer, I explained to him why I wasn't happy. He plainly stated to both my husband and myself that if I wasn't happy for ANY reason, to call him and he would take care of me.
The day I called him, I was on the phone with him for over an hour, arguing with him about it. He asked me what I wanted and I told him, I wanted my computer back and a refund. When I told him that he completely turned into a whiny mean little man. He threw insults left and right. He said I had done him wrong. He pulled the Christian card and claimed I had abused him and that he had never been treated that way and that he would never do for any other customer all the things he had done for me. He spent the entire conversation whining. He hurled insults my way, claiming my husband had shared with him a disrespectful comment about me and he felt like he needed to share it. My husband would never do that.
At the end of the conversation, after he claimed he did so much work for me and that he has nothing to show for it and that he couldn't give me a full refund because he has to pay the guys who spent the time transferring the data from my notebook to the HD. On one occasion in the store the little guy, must have been 16 or so, was playing games on a computer, on the phone texting and cutting the fool with his girlfriend, in the store, so he wasn't doing too much while the data was transferring, but anyway, I was fine with paying a fair price for that service. So I asked him what he thought was fair for it and he said, $100. I was fine with that. So my refund would be less that. Fine! Well, the next problem was he said he "gave" my computer to one of his employees. I asked him why he would do that when he needed to make sure I wasn't going to want it back. He claimed the time frame was a week, then he agreed it was two then I reminded him he gave me the wrong external drive and had to wait until he decided to mail it and then for the mail to get it to me, which took almost 2 weeks and that the time frame in which I called was well within the time frame considering.
So he agreed that I would send back him computer and both external HD's and he would send me my computer and refund my card the purchase price, less $100. I immediately mailed out the computer, both HD's and the computer case he gave me. I felt, from the insane conversation with him that he would try to say he never got it, so not only did I track it but I insured it. He didn't take in to consideration that expense, but then again, according to him, I did him wrong here.
Well, since then, I have called him business both at the mall and at the other location where he lives to obtain my refund and computer. He has caller ID and seemed very odd to me that every call which amounted to at least once a week or two, he never answered or seemed to be available. I left a message every single time with my phone number and address for him. Not once did he call me back. He claims he did but he never left a message. I too have caller ID and never once did I see a missed call from him.
Well, my husband and I were planning a trip this past week to FL. I knew I needed to get this resolved. After, what, almost 7 months of waiting for a refund and return and no call back from him, I finally called the States Attorney's office, from advice from a local attorney. After I spoke to the SA, I immediately called Bryant one last time before I was planning to take further action while on vacation in FL. When I called, I was told he was with a customer. I was put on hold for in excess of 5 minutes. I hung up and called right back and was told he just walked out the door.
SO I explained to the guy that I wanted my refund and computer that we had agreed to and that if I didn't get it, I would proceed with further action based on my conversation with the SA.
The next day when I got home from taking my daughter to dance, I had my one and only phone message from Bryant. When I called him back he said that when I came to town we could facilitate the refund and return.
Well, unfortunately, while I was in the panhandle on the second leg of my three leg trip (Lake City being the last part of it) my BFF had a death in her family. The same BFF that recommended me to Bryant in the first place. So they weren't going to be in town. Which changed our plans completely. We could have gone back to GA to visit family, but if I wanted to end this madness with Bryant I needed to do it in person. I explained to him initially that I would be in town sometime Saturday afternoon. He asked me to come to his 90W location. He didn't say he wouldn't be there after any certain time, he said just call.
Anyway, on our way, we called about 1:30p. He informed me he was only open until 2p and had a previously scheduled obligation and then he went on to say he didn't agree to any refund and just started in again with the insults. I just went along with his insanity as he continues to go on and on about all the things he did for me and that he had spent so much time doing research trying to find the screen for me. At this point, I explained to him that I felt like this is part of what you do for customers when they call, if you don't have it in stock you check to see if you can get it. I am sorry but I don't think that is unreasonable from a customers point of view.
So he went on and on over $20. He was to refund me the purchase price less $100 as previously agreed. Now he claims there was no agreement and that now he expects to be compensated for his time. Sorry but this is just greedy to me. So then he goes on about how everything needs to be done around me and my time frame. Not sure where he got that, but now he is whining about the time when he didn't make it clear I needed to be there before a certain time and I didn't ask, my bad! So I asked him if he could just take it to the mall and have someone else do my refund and return. He said it would cost me $20 which is what he is now whining about. So finally I said to him that $20 won't make or break me but apparently it will him. He then said he would wait for me because the $20 is now the principal of the matter and will teach me that his time is valuable!
Hmmmm...O.K. Mine isn't? What about all the time I wasted? The phone calls unreturned? The calls to lawyers and the State's Attorney? What about my mailing expense? I guess that doesn't matter to him because as much as he has tried to make this my issue, it appears he is the one with the issues.
So he asked me to call him when I was 30 minutes out. Since we had to go to his HWY 90W location and I was coming from I-10W, then I needed to get off at 90 going through Live Oak to save time. After exiting and some time down the road, we called. He informs me that my computer is at the mall and gave me the name of his employee that will facilitate my refund. Now was inconvenient since I could have just stayed on the interstate! Could he have not given me a courtesy call to let me know? No, not Bryant since he is the victim here. So I get to the mall and his employee hands me the refund form with only $200 on it and not the $220 we had agreed. So I guess Bryant really feels like a big man now getting his $20.
I hope it was worth it. Because not only will I never do business with him, but neither will anyone else I know. To have thrown the Christian card out there and then do your customers the way you do and hurl the insults, it seems far from Christian like to me.
Perhaps the other complainant may be a drunk, but as an owner of a company could you not take the high road? Could you have some dignity and integrity to not contradict your own statement. You made yourself look even worse even if this guy was wrong and you did everything right by whining like you did in your rebuttal and saying all the mean and nasty things you did about him.
It will be interesting to see what you have to say about me since you don't even know me except for this regrettable transaction I had with you. You are far from professional, you are extremely dishonest, you mentioned you treat your customers the way you want to be treated and that, my friend is a complete lie. I wouldn't let you bully me in to giving you my hard earned money on a deal that was bad all the way around for me.
So if you as a customer has any electronic needs, stay far, far away from this man. Back in the day there was such a thing as customer service. The customer was always right even if they were wrong and you always treated your customers with respect. This man obviously does not do that. That concept is lost on him. Not only did he insult me, whine, lie and try to cheat me, but he also tried to pit me against my husband. Who does that?
Bryant, I too pray for you, but I will never do business with you again and I will make sure I let everyone in Lake City know!