ComplaintsforGroovy Computers

• Initial Complaint

  27/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I Bought a brand new computer from groovy computers didn’t disclose his policies until after bill of sale (did sale through over text) when multiple problems occurred (also convinced me into getting this computer cause he didn’t have the one I wanted) and stated yeah he had the same problems with them after I paid for the computer, would not give a refund, took it back to fix it had it for 3 days and came back with those fixed but different problems arised!

  Business response

  05/12/2023

  Dear Better Business Bureau,
  
  I am writing to provide a comprehensive account regarding Mr. **** ******** complaint against Groovy Computers, covering all aspects of the interaction to ensure complete understanding.
  
  Mr. ****** initially expressed interest in a computer with an *** 3090 Graphics Card. Due to its unavailability, we recommended the *** 4070 Ti as a slightly better alternative for most gaming applications, which he accepted. He found this listing on our website, confirming his order and making a deposit, with arrangements to pay upon pickup. Our website clearly outlines our terms of service, including a no-refund policy for custom-built computers.
  
  After his purchase, Mr. ****** reported technical issues with the computer. In response, we promptly invited him to our office for a diagnostic check-up. It's important to note that we specifically advised Mr. ****** to bring a monitor, headphones, keyboard, mouse, and any other devices he intended to use with the PC. This is crucial for a comprehensive diagnostic, as compatibility and connection issues are best identified using the customer's own peripherals.
  
  However, during his visit, Mr. ****** only brought earbuds, and even these were repeatedly plugged into the wrong port, which could lead to confusion and the perception of technical problems. This lack of proper equipment on his part limited our ability to fully assess and rectify the situation, he later reported more problems but did not engage with our efforts to resolve them. Instead, he chose to publicly criticize our company online, damaging our reputation without allowing us the opportunity to rectify the issues.
  
  At Groovy Computers, we rigorously test all products before delivery. While it's acknowledged that technical issues can occasionally arise, many of these can be corrected manually or with remote assistance, such as through TeamViewer. In Mr. ******** case, we were prepared to offer this level of support.
  
  Additionally, we informed Mr. ****** that not all older peripherals are compatible with new PCs. His failure to bring his own keyboard and mouse, as requested, hindered our ability to test for and address any potential compatibility issues. Our aim was to ensure that every component and peripheral he planned to use worked seamlessly with his new computer.
  
  The computer's CPU, RAM, and GPU underwent extensive testing, with documentation and images proving their optimal condition at sale. Mr. ******** behavior, oscillating between seeking help and abruptly demanding a refund, was erratic and suspicious. Each component of the computer is covered under the manufacturer's warranty, and we were always willing to replace any defective parts under this warranty.
  
  Our interactions with Mr. ****** have been challenging, marked by disrespect and threats to involve the police or legal action to coerce a refund. In light of these threats, direct communication with Mr. ****** is no longer tenable without the presence of law enforcement or a third-party intermediary. We propose releasing our entire chat log in a PDF format to demonstrate the nature of our conversations and our efforts to assist him.
  
  We are willing to continue assisting Mr. ****** with the warranty process if he and his partner publicly acknowledge their attempts to damage our reputation and apologize. However, all future communications must be conducted through a third party.
  
  Mr. ******** approach to reviews, suggesting a positive review in exchange for a refund, is unethical and was not entertained by us. We maintain our commitment to providing quality products and services and will not succumb to such tactics.
  
  Despite these challenges, we were able to diagnose and resolve the issues during his visit, as confirmed by Mr. Hudson. However, his later reports of additional problems and his refusal to engage with our further assistance efforts, along with his decision to publicly criticize our company, raised concerns about his intentions and the validity of his subsequent complaints.
  
  Our commitment at Groovy Computers is to offer quality products and exceptional customer service. This situation with Mr. Hudson, marked by communication challenges and his non-compliance with our technical support processes, does not reflect the standard of customer satisfaction we consistently strive for.
  
  We hope this detailed explanation provides a clearer understanding of the efforts we made to assist Mr. ****** and the challenges we faced in doing so. We are available for any further information or clarification.
  
  Thank you for considering our perspective on this matter.
  
  Best regards,
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩