TechStore Inc.
Verified PurchaseIn ProgressDefective laptop not replaced after multiple requests
Complaint Details
I purchased a laptop from TechStore Inc. on February 15th, 2024 for $1,299. Upon receiving the product, I noticed the screen had a significant dead pixel cluster in the center, making it unusable for professional work. I immediately contacted customer service and was told to submit photos and documentation, which I did. After waiting 10 days, I was told a replacement would be shipped. It never arrived. Over the next 3 weeks, I made 7 phone calls and sent 12 emails. Each time I spoke with a different representative who gave conflicting information: - Rep #1 said the replacement was shipped - Rep #2 said I needed to return the defective unit first - Rep #3 said my case wasn't in the system - Rep #4 promised to escalate but nothing happened I have all emails and call recordings documented. The product is still under warranty and clearly defective. I'm seeking a full refund at this point as I've lost trust in the company's ability to provide a working replacement.
Desired Outcome
Full refund of $1,299 plus compensation for 3 weeks of lost productivity
Evidence & Attachments
6 items
Evidence & Attachments
Warranty_documentation.pdf
Official warranty terms showing coverage
Purchase_receipt.pdf
Original purchase receipt with transaction ID
Customer_service_chat.png
Screenshot of chat with customer support
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Comments & Discussion (4)
Be respectful and constructive. Your comment helps others.
We apologize for the frustrating experience you've had with our customer service. We have escalated your case to our senior support team. A supervisor will contact you within 24 hours to arrange either a full refund or expedited replacement. We take full responsibility for the miscommunication and will be reviewing our internal processes.
I had an almost identical experience with them last year! It took me 6 weeks to get a refund. Keep all your documentation and consider filing a complaint with the Better Business Bureau if they don't resolve it soon.
Thanks for sharing! I'll definitely look into the BBB route if this doesn't get resolved this week.
Have you tried reaching out to them on Twitter/X? Companies often respond faster to public complaints on social media. Just make sure to stay professional.
This is a clear violation of consumer protection laws in most states. Under the UCC (Uniform Commercial Code), you're entitled to either repair, replacement, or refund when goods don't conform to the contract. Document everything and consider consulting with your state's consumer protection office.