Wasn't sure where to drop this but its somewhat relevant if customer service is part of the buying process.
So the back story is.....Late April we had a fire break out in my bedroom at 4 AM. Woke up to mostly smoke but some flames about a foot from my head. No injuries other than minor burns on my hands after scooping up bedding that was on fire and running it all into the tub to be doused.
About 10 grand in damages and clean up and it was determined that my laptop which was on the table beside my bed had caught fire while charging overnight. And although I had never heard of such, apparently t isnt completely rare. That fire then set my boxspring on fire which spread to the linens etc.
So fast forward to replacing the laptop. I just needed someting for surfing/emails/etc much like the requirements of the OP. COVID protocols were still heavily in force so i wanted to avoid the bigger box stores etc and with Memory Express about 4 minutes from me, decided to go with them.
So it was early May I called them and told them which model etc i wanted, they had to get one from another store but would have it within a day or 2. Great. Well a day or 2 turned into 4 and i was getting antsy as i had a lot of correspondence to do with the fire claim etc, plus i am addicted to my laptop for a bunch of reading and other actvities (Bodog) so i was on them. Day 5 i got the call to come and get it, which i did.
3 months into ownership i turn it on one day and although it fires up right away, nothing else works. I tried troubleshooting it using my samsung pad to google possible reasons. When i couldnt figure it, i then took it back too them. This was August 4. In the mean time i had secured another laptop from a female friend who had bought one for work and turns out did not need it. On August 17th i called to see what was going on and was told that they needed to replace the keyboard. OK, a phone call would have been nice but sure...how much longer? 10 days or so. Cool.
Well, 10 days turned into 30. So I called again and was not in the most pleasant mood about this stuff. When i was told they were still waiting for the parts but could not tell me when it would arrive, I simply stated, i need it replaced and nothing else would suffice. I think its only fair since thy had now had the thing almost 7 weeks.
They actually agreed after a couple more days. I then asked then to do 2 simple things before i cme to get it. Transfer all data etc they could from the old one to the new one and then wipe out the old hard drive from any personal info. Yes they said...they could do that.....for a fee.
I was stunned. This thing wa 3 months old when they got it, under an extended warranty, they had it for alost 2 months and they wanted to charge me?
Yeah that wasnt going to fly. So after another couple days of waiting for them to agree to no fees etc, they called and said i could come and get it...which i will be doing tomorrow. I will be asking to talk to the manager and go over the experience and ask him/her if they think that it is acceptable considering all factors. I know I certainly don't.
Long story short? Memory Express customer service completely and entirely sucks.
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