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I've tried to forgive the incompetence this company exhibits but at this point it's not possible. After messing up my order, sending it to the wrong address, not mitigating the issue, and now blatantly ignoring my emails with customer service reps, I've had enough. It appears I'll never get my $200 back, or the products that they never sent.
Never order anything from this site. They sent me disks that are defected (Geek Squad was not able to use them). I then attempted to contact the company numerous times and the ONE time that someone responded to me they were so rude and short with me it was beyond unhelpful. As if this wasn't bad enough, they are now refusing to give me a refund
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Thanks Caitlin, for your review. I do apologize about the experience you've had with us and would like to point out a few points for the potential customers that might be deterred from our service by reading your review.
1. When you called, I was the technician that answered and helped you. I was not aware I was short and rude with you. I apologize about that. I do remember our conversation and I remember laughing and joking with you about the geek squad. No rudeness or shortness there.
2. We have contract with the Geek Squad, I work with them on a daily basis (why they didn’t call us directly for help is interesting.) They are high school students that are not qualified to work on computers. I asked you to go get your computer and your money back and I would help you myself with the installation. I do not believe offering you support and help is rude, or being short. Please, in the future, do not trust your expensive electronics to Geek Squad. It’s been proven in the past that they will tell you something completely different is wrong with your computer or that something doesn’t work so that you will buy a new machine in-store. I am of the opinion that our average customers is much more qualified to use these discs (they're that easy!)
3. I have called you and texted you numerous times about this. You responded the first few times and then failed to do so after offering support to get this squared away. You do not appear interested in a resolution. My experience of customers who complain about the discs not working and then cut off communication later, is that they eventually do get the discs to work and then no longer want to talk to us to resolve the issue, because it’s already resolved. If it is resolved, please remove this review, or at least post a follow up review. Additionally, you could remove the review altogether.
4. All CD sets are tested before they leave our office to avoid situations like this. We test every product to make sure that issues like this are kept to a minimum. You would not believe how many calls with get from Geek Squad or other big box stores that are UNABLE to follow the directions included with the order. The majority of technical calls we get are from "technicians" that state there is a problem with the CD. As soon as they start following directions, they have no issues installing them. In fact, I know for 100% certainty that you would have no problem installing the discs on your own. They're that easy to install!
5. Please call me or text me back to resolve this. If you are genuinely still having an issue with your computer and the discs did not work, I want to help resolve it. If it is a problem with our discs, we will replace them IMMEDIATELY.
6. As posted in the terms and conditions on the website, there are absolutely no refunds or exchanges under any circumstances. That is because they're a technical product, we test it for functionality before it leaves the office.
The discs do come with clear and concise directions. Out of 100 orders, maybe 5 people call in with issues similar to Caitlin’s, above. If you find yourself in a similar situation and are frustrated, please do not blame the discs. Give us a call directly at 800-896-2363, option 3, and explain your situation. We will do our best to point you in the right direction. Thank you.