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Richard and Son. I will give you the short clean version of it. A laptop was dropped off at the service center in Farmingdale. My husband had purchased the laptop along with a service contract which is still good a couple of years ago. We were told 10 days.
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We had no problem with this. I might add we are no longer on Long Island we live in Missouri and were visiting family on Long Island. It was taking more than ten days. We arrived back in Missouri without the laptop. Calls were made twice a week inquiring about this laptop. We were given the runaround. We were told the parts were on backorder. One day I called and in the same phone call I was told the tech working on the laptop was out to lunch, out for the day and on vacation.
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That was in one phone call. When I asked numerous times to numerous service reps to speak to the supervisor I was given a hard time about it.
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I was connected to people who were not supervisors, had to fight to speak to a supervisor, was hung up on, was cursed at. I had one woman claim "God I hate my job" and slammed the phone on me. I finally spoke to a supervisor. I was told they would keep us posted on the progress and would even ship the laptop to us free of charge.
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When the laptop arrived in Missouri it was not fixed properly. The heat fan was not replaced like they said. It still rattled and was still dirty. The LCD was not repaired and the touchscreen for the mouse pad was still not working. I called up the supervisor that I spoke with and explain the situation.
He said everything was fixed and before it left the shop it was tested but if we had a problem with it to send it back and they would reimburse us for the shipping. We sent it back with a letter stating what was wrong, a copy of the repair receipt and a copy of what they claimed was repaired. I also asked that we be contacted when it reaches the shop. Richard and asked why I had not been contacted.
They had no response. They said they would look at the problems, fix it, keep me posted and ship it back. A week went by when I called and was informed it was being shipped back. When it arrived in Missouri it was not only not fixed again but the screen was looser then ever. I called back the supervisor saying this is going too far and I want it fixed on final time or replaced. He agreed and I said "Before I send this laptop back to you I want this in writing and I want it sent immediately".
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I might add this is almost two months after the laptop was brought in the first time. He responded "Well maybe I should have done it yesterday". He started to talk sarcastically to me and was being rude. A week later I received a letter in a P. Richard envelope however it was not on company letterhead and not signed. I called back asking for this letter to be resent. He said that letter was fine. I explain that is unprofessional.
Correspondence need to be signed on letterhead. The letter he sent me looks like something I could have typed up on my computer and would not hold up as legit in any way. It has been a week since that conversation and I have not received anything. I have left numerous messages for him and he refuses to call me back.
I have asked to speak to anyone higher up and I can never get through. I have filed three complaints with the BBB. I just want to let everyone know how they are treating their customers. I don't know what my next step will be. It is hard being half way across the country now. The staff at RMG Domotics are specialists in audio, video, and home automation. They are experts in setting up energy-saving automated lighting, HVAC and shading system, and whole house music systems. The Bose store on the Upper West Side hosts effective sound demonstrations and a neat display of their latest product lines.
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