ComplaintsforMicro Center Computers & Electronics

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am escalating an issue regarding a warranty on a bundle deal I purchased from Micro Center, which has not been honored as expected. Two years ago, I bought a bundle where I paid for a CPU and received a free motherboard. At the time, I was offered and purchased a two-year warranty on the motherboard to cover any issues. This warranty expires November 2, 2024. Recently, I noticed performance issues with the motherboard, suggesting it may have been faulty from the start. On October 26, 2024, I visited the ********, **, Micro Center. I spoke first with a Knowledge Bar representative and then with a manager, *******. Despite my warranty coverage, I was told nothing could be done because the motherboard was provided free with the bundle, and no replacement model was available. I was neither offered an equivalent replacement nor store credit. I was told that ******* would reach out to the manufacturer and follow up with me by Monday, but it is now Wednesday, and I have not received any update. Since I purchased the warranty specifically for this motherboard, it is unacceptable that Micro Center will not fulfill it. The purpose of a warranty is to provide protection against product issues, irrespective of the original purchase cost. I am requesting that Micro Center honor the warranty by providing a comparable replacement motherboard or store credit of equal value. I believe this is a reasonable request given that the warranty was sold with the expectation of protection against these issues. Thank you for your attention to this matter. I look forward to a prompt response and a resolution that reflects Micro Center’s commitment to customer satisfaction and honoring warranties. Thank you, *******

  Business response

  11/04/2024

  Hello, 
  
  We appreciate you reaching out to us regarding your service plan. We understand that the store has been in contact with you and offered a credit of $81.91, which represents the value of the motherboard and can be applied toward the purchase of any new motherboard.
  
  The manager informed us that you’ve decided to keep the motherboard. However, if you change your mind, please know that our managers are available and ready to assist you.
  
  Thank you again, and don’t hesitate to reach out if there’s anything further we can do to help.

  Thanks, 

  Micro Center Customer Relations 

  Customer response

  11/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  I was offered $81.91 credit. However, I must express my disappointment with this proposed resolution.
  The service plan was sold to me with the understanding that it would cover a replacement or equivalent value in the event of a defect, regardless of the initial cost of the motherboard. Based on my research, the value of the motherboard at the time of purchase was approximately $250. Additionally, this motherboard still holds significant value across major retailers, and I have found that Micro Center currently does not carry any comparable models for under $200.
  The motherboard I received as part of the bundle was essential to my build, and I specifically purchased the service plan to ensure replacement coverage if issues arose. Offering a credit that does not account for the current replacement cost of a comparable motherboard does not meet the protection I expected when purchasing the warranty.
  Additionally, I have now visited this location three times, each time traveling over 30 minutes, without any resolution. This entire experience has been deeply frustrating and, frankly, has made it no longer worth the drive. I had high expectations for Micro Center, but they have been let down time and again.
  The interactions with your general manager have been especially disappointing. He was dismissive, rude, and unwilling to let me fully explain my situation, instead laughing off my concerns and showing no regard for losing a customer. His attitude over email, where he appears apologetic, is a stark contrast to his behavior in person. Moreover, I find it disappointing that the store’s cashiers and other representatives are often argumentative rather than supportive during times like these. It seems that when a warranty is offered, everyone is eager to sell, but when a claim needs to be fulfilled, the atmosphere turns negative and dismissive.
  Given this experience, I am prepared to escalate this issue further if a fair resolution is not reached here. After this experience, I am no longer interested in being a part of Micro Center’s customer base and will not be recommending this store to others.
  Please review this issue with these factors in mind. I hope to receive a resolution that reflects Micro Center’s commitment to honoring warranties and ensuring customer satisfaction.
  Thank you for your attention to this matter.
  Sincerely,
  *******
  

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a White iPhone 15 Pro Max from Microcenter.com for $1,302.98 on 8/17/24. I received the order to my address on 8/23/24. After the order was delivered I contacted customer support through live chat because I received a Black iPhone 15 Pro Max incorrectly, and customer service provided a return label. The return was dropped off at *** on 8/30/24 with the merchant’s return label. I contacted the Merchant after 30 days because there had been no updates to the *** tracking number since the date I dropped it off at ***. *** instructed me to contact the merchant to file a claim, and Microcenter denied to issue a replacement for the return while also denying to file a missing package claim with ***. Microcenter instead insisted I go to the *** store where the return was made and investigate the missing package myself. Microcenter never contacted the carrier or conducted any investigation. Microcenter made no attempt to resolve the issue they caused. 9/27/24 I contacted *** as the recipient of the package and filed an insurance claim for the missing package. 10/7/24 *** investigated and eventually issued reimbursement to the shipper of the package (The merchant) for the full cost of the missing Apple iPhone. After *** issued the claim to the sender, I contacted the merchant through live chat 5 times over the next 15 days about the status of the refund for my return. Microcenter customer support has declined to issue the reimbursement *** issued for the claim I filed, and hasnt given any update on the status of the claim after more than 2 weeks. Microcenter now possesses the $1,302.98 I originally paid for the White Apple iPhone, plus another $1,302.98 *** issued to them as reimbursement for my claim, while I still dont have the merchandise I paid for. *** has paid Microcenter for the missing package and Microcenter has kept their money, my money, and never issued a replacement.

  Business response

  10/29/2024

  Hello,

  Thank you for reaching out to us. We’re sorry to hear about the issue you’ve experienced.
  In this case, we recommend filing a dispute with your bank to help resolve the matter. They’ll be able to guide you through the process and work toward a solution on your behalf.

  Thanks, 

  Micro Center Customer Relations

   

  Customer response

  10/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  The iPhone 16 Pro Max was returned via the Merchant’s *** label 61 days ago, the time frame on a dispute with ***** ***** Bank is another 60 days. An investigation was already conducted by *** and they deemed the package lost, the Merchant has already received compensation for the missing package by *** that was intended for (me) the recipient. The merchant now has $2605.96 for my order, while I still dont have the merchandise I ordered over 2 months ago.

  ********* ******

  Business response

  10/30/2024

  Hello,

  
  Thank you for reaching out.

  
  In this case, we recommend filing a dispute with your bank to help resolve the matter. Additionally, we suggest filing a police report to document this incident for any further action that may be needed. Your bank will be able to guide you through the dispute process and work toward a resolution on your behalf.
  
  Thank you again for bringing this to our attention.
  
  Micro Center Customer Relations

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They lost my credit card in the mail MONTHS AGO. there is no phone number listed to handle this, none of the stores have a listed phone number. MONTHS later still nobody will help me. I think they are scamming people.

  Business response

  10/23/2024

  Hello, 

  We are sorry to hear about the issues are having with your Micro Center credit card. We sent you an email this morning to ask for additional details about your complaint (email is below). We look forward to hearing from you so we can sort out any issues and help with any questions that you have. 

  
  Good Morning ****,
   
  Im reaching out to follow up on your recent complaint regarding the non-receipt of your credit card. We sincerely apologize for any inconvenience this may have caused and want to assure you that we are actively investigating the issue.
   
  To better understand your situation, could you clarify whether ***** Fargo never sent you the card, or if the card was lost in-store and we were supposed to mail it to you?
   
  Since the Micro Center card is issued through ****************, have you had a chance to contact them directly about the issue? If not, you can reach their customer service at **************.
   
  Please let me know if you need further assistance. Were here to help!

   

   

  Thanks, 

  Micro Center Customer Relations

  Customer response

  10/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  They sent the card to the wrong address, I was finally able to track down a number for ***** Fargo.  I understand you all get tons of inquiries but it is very frustrating to have important numbers be so hard to come by on the website. 
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *******

• Initial Complaint

  10/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased and iPhone 16 pro Max from the vender (10/06), upon receiving the box there was an empty iPhone box with a totally different model from purchase. I contacted customer service they stated they put the correct phone in the box and that was it. They told me to file a chargeback, which is unacceptable. They said the serial numbers of what was received and supposed to be shipped did not match. In this case I do not have a packing sheet or receipt showing any serial number that was supposed to be shipped and this information cannot be confirmed. The box looked completely untouched upon receiving, which confirms micro centers error since the shipment only traveled 40 or so miles. I have been shopping at micro center for years and the customer service received by **** *. is atrocious. They have stolen my phone and my money, I will be filing for theft of service against the dallas location if I do not receive my phone or return.

  Business response

  10/15/2024

  Hello, 

  Thank you for sharing your concerns with us. After thoroughly reviewing your case and confirming with our warehouse team, I can assure you that the correct item—the iPhone 16 Pro Max—was shipped from our end.
  Since the serial numbers provided in the photos do not match what was recorded in our system, we recommend taking one of two actions if you feel the item was tampered with during shipment:

  
  Contact your local police to file a report, as this may indicate theft or tampering during transit.
  Alternatively, you may file a chargeback with your credit card provider to dispute the transaction.

  
  We understand this situation is frustrating and are sorry for any inconvenience caused. If there’s anything else we can assist you with, please don't hesitate to reach out.

  Thanks, 

  Micro Center Customer Relations

   

  Customer response

  10/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22423832
  
  I am rejecting this response because: 
  I don’t have any information on the “correct serial/imei” I will file a lawsuit against microcenter and a police report for withholding this information. 
  Regards,
  
  Omari Ross

  Business response

  10/17/2024

  Hello,

  Thank you for reaching out to us. After thoroughly reviewing your case and confirming with our warehouse team, we can assure you that the correct item—the iPhone 16 Pro Max—was shipped from our end.
  We understand that the online department has already sent you the receipt you requested. Additionally, since the serial numbers provided in the photos do not match what was recorded in our system, we recommend taking one of two actions if you believe the item may have been tampered with during shipment:

  
  Contact your local police to file a report, as this could indicate theft or tampering during transit.
  Alternatively, you may file a chargeback with your credit card provider to dispute the transaction.

  
  We understand how frustrating this situation is and sincerely apologize for any inconvenience caused. If there’s anything else we can assist you with, please don't hesitate to reach out.

  Best regards,

  Micro Center

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I delivered a very expensive HP Zbook Fury G10 with a fully functional keyboard and mouse to Micro Center for a failed motherboard replacement under warranty. ** did not deliver the motherboard for several weeks and I was informed the laptop was ready for pickup on Oct 5, 2024. I picked up the laptop and upon returning home found the machine still in manufacturer mode and the keyboard partially non functioning.I returned the laptop to Micro Center to have the situation resolved. I was informed on October 7 by ******** that I would have to pay $529.98 + tax for a used keyboard and keyboard module on **** to fix the keyboard that worked perfectly fine when I originally delivered the laptop for repair. I have an extensive background in technology including with **. I phoned the local store, spoke to a very cordial and professional young man, asked to speak to the general manager, and asked to have ******** stop texting me since all he was doing was escalating this unacceptable situation.I received a call from a supervisor named ***** asking me, a senior, in a somewhat threatening tone if I was in "his store" since he wanted to see me "face to face". I am not sure what his intent was and due to a personal issue with my mother I was not able to visit the store until Oct 9, 2024. I now have severe reservations on actually seeing this individual since I am not sure what type of confrontation I will receive from him.I am going to call the corporate office on Oct 9, 2024 before I go to the store to work out this currently unacceptable situation and to have my laptop properly repaired and fully functional.I am considering calling law enforcement when I do go to the store in the event ***** harasses me or becomes aggressive and threatens me with actual bodily harm.

  Business response

  10/10/2024

  Hello, 

   We are truly sorry to hear about the experience you had with us recently. We completely understand how this could have made you feel, and we want to assure you that your feedback is important to us.
  We've been informed that the store has reached out to you, and we sincerely hope they were able to address your concerns and assist with your needs. If there is anything further we can do to support you, please don't hesitate to let us know.

  Thanks, 

  Micro Center Customer Relations

   

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Ender 3 S1 on 6/7/24 and because of a medical issue/surgery, I was unable to return the 3d printer before the return window closed. I contacted Micro Center, explained the situation and was told to contact Creality to troubleshoot and possibly get them to allow me to exchange the 3d printer. I contacted the brand company because of the machine being under warranty and I have been talked down to, treated poorly and they refuse to do anything about the issue with the printer. I have done everything they have suggested I do to troubleshoot the printer and it still does not work properly. I paid $179 for something that does not work. Neither Micro Center nor Creality are willing to help.

  Business response

  09/30/2024

  Hello, 

  Were sorry to hear that you've been experiencing issues with your 3D printer. We understand how frustrating this must be, and we truly appreciate your patience.
  It has come to our attention that the store reached out to you today leaving you a voice mail, offering to take back the printer. If there is anything else we can assist you with during this process or if you have any further concerns, please dont hesitate to let us know.

  Thanks, 

  Micro Center Customer Relations

  Customer response

  10/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I apologize for not getting back with you yesterday but I was at work.
  
  Regards,
  
  ***** Speaks

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2023-I2-9 I bought an acer lap top from Micro Center. The laptop cannot boot up, so I brought it back to Micro Center for repair. After repaired, I picked up the Acer LapTop & tried to turn it on. However, it ‘s the same as I dropped off. No power no boot up from the computer. I would like to urge the govt to set up the law. All computer repair technicians in America must boot up computer to show customers & ask if customer’s problem solve already before give it back to the customers. Especially in ********* Micro Center service center must show customers fix their computer first before they pick up.

  Business response

  10/01/2024

  Hello, 

  We’re sorry to hear that your recent service experience has not met your expectations. We understand how frustrating this must be, and we truly appreciate your patience.

  
  It has come to our attention that the store reached out to you last week and again today to address the issue. If there’s anything more we can do to assist or if you have additional concerns, please don’t hesitate to let us know.
  Thank you for allowing us the opportunity to improve your experience.

  Thanks, 

  Micro Center Customer Relations 

   

   

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had a service order at MicroCenter Cambridge on 9/15/2024, but the job was not completed as expected When I brought my laptop in, I showed that it has a broken hinge and a crack on the top cover. The salesperson informed me that the repair would cost around $400. Then I said the insurance company need a detailed report of repair cost breakdown, such as each parts cost and labor cost. The laptop also doesn't need diagnose. The service desk/saleperson insisted to charge $40 'diagnose fee' to give me the estimate. That's rediculous business practice. Finally the service desk/salesperson charged me $40 'diagnose fee' and promised that they will give me a report which will outline the repair items, parts, and labor costs. However, when I picked up the laptop and a paper. The paper only had a message that the technician sent to me: The cost for us to repair would be $378+tax, would you like to proceed? The final paper I got did not include any details about the parts that needed replacing, individual item costs, or labor fees as I had ************ I paid $40 for the report I did not receive, I have to find another way to satisfy insurance requirement. I contacted MicroCenter multiple times through chat and email. Thank you for your attention to this matter.

  Business response

  09/26/2024

  Hello, 

  Thank you for reaching out to us. We truly value your feedback and the opportunity to assist you.

  
  We understand that your local Micro Center store has made several attempts to contact you via both email and phone. If you haven't received those communications or if there's a more convenient way for us to connect with you, please let us know. We're eager to resolve any concerns and ensure your experience with us is a positive one. We appreciate your patience and look forward to assisting you further.

  Thanks, 

  Micro Center Customer Relations

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi,I made online order (125-WP-3181949) for a ***** **MBP16 L23 M3M/128/2TB S and paid *******( due to 5% Microcenter card use and 10% transaction discount w/ monitor) and the base price of the ***** **MBP16 L23 M3M/128/2TB S was $4499.99. According to Microcenter's price protection guarantee, "We will refund the difference in price back to you if we have lowered the price of a product within 30 days of your Micro Center purchase!"Source: ****************************************************************************************** I am entitled to a refund of the price difference between current price ($4299.99) and $4499.99( base price of what I paid) (... so a refund of $200 + taxes) AND THE PRICE WAS LOWERED WITHIN 30 DAYS OF MY MICROCENTER PURCHASE(August 28 2024).Source of price: *************************************************************************************(late-2023)-162-laptop-computer-space-black Note: There are no exclusions to this price protection hence it is 30 days ********* fact, I find it dishonest that the refund was not automatic as IMPLIED and requires my direct intervention. I had a conversation with a *** who chose not to honor this even though the price drop was within 30 days.Since, this sale(base price of $4299) was up within 30 days of my purchase date(08/06/24), I believe I am entitled to a refund.Source of sale being up within 30 days(Shows it up on August 28 2024) : ***************************************************************************************************************************************************************************************************

  Business response

  09/24/2024

  Hello,
  
  Thank you so much for reaching out to us! We truly value your business and appreciate you taking the time to connect. I understand youre inquiring about price protection for your recent purchase. After reviewing your request, I see your Macbook was purchased on 8/6. Were happy to offer price protection on items for 30 days from the purchase date, but it looks like your purchase falls outside of this time frame.
  
  If you have any further questions or if theres anything else we can assist with, please dont hesitate to reach out. Were always happy to help!

  Thanks, 

  Micro Center Customer Relations

• Initial Complaint

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In or around April 2024, I purchased a television valued at $1,600 and a $100 mount from MicroCenter. The mount was recommended by a MicroCenter salesperson. The TV and mount were professionally installed and subsequently inspected by a company specializing in commercial-grade installations for televisions, monitors, and computers.On September 7th, 2024, the mount failed, causing the television to fall onto my desk. This failure not only presented a significant safety hazard but also raises concerns regarding the misrepresentation of the mounts suitability to support the TV, as advised by MicroCenter ************ a loyal customer, having spent over $20,000 at ********************** within the past year without issue, I reached out to customer support with the reasonable expectation of assistance. My initial attempt via online chat was unhelpful, so I requested a call from a manager. I began the conversation calmly and professionally, but the manager responded with noticeable agitation. When I detailed the situation, the manager explicitly stated, Its not my problem, offering no explanation or solution, and refused to accept responsibility for what is, clearly, a safety risk that could have caused serious harm. As the conversation escalated due to the managers increasingly aggressive tone, the call was abruptly ended by the manager.Given the potential for injury and the clear product failure, I am requesting a full refund for both the television and mount. Failure to resolve this matter promptly will leave me no choice but to pursue legal action to recover damages and address the safety risks posed by this defective product.

  Business response

  09/10/2024

  Hello, 

  Were sorry to hear youre experiencing issues, and were happy to look into this for you. Could you please provide us with pictures of the area where the TV was hanging? Additionally, could we also get a copy of the receipt from the company that did the installation? This will help us better understand the situation and assist you more effectively.

   

  Thank You, 

  Micro Center Customer Relations

   

  Customer response

  09/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22255017
  
  I am rejecting this response because: Attached are photographs of the wall where the television was installed, which includes the necessary coaxial and ethernet connections specifically designed for a TV mount. Additionally, I have provided a copy of the receipt from the professional management group that installed the television, demonstrating that the installation was performed by a qualified, professional service.
  I trust this documentation will be sufficient for a prompt and fair evaluation of the safety hazard posed by the mount sold to me by MicroCenter. Given the clear evidence of a defective product that led to a dangerous situation, I expect a swift resolution to this matter.
  
  Regards,
  
  Zain Alzuhairy

  Business response

  09/17/2024

  Hello,
  
  Thank you for reaching out to us and for providing details regarding the unfortunate incident with your television and mount. We take all customer concerns seriously, especially those involving safety risks.
  
  After reviewing the situation and examining the photos you provided of the installation, it is clear that the mount was not installed according to the product's recommended guidelines. The mounting system you purchased is designed to be secured to wall studs or a solid masonry wall to safely support the weight of the television. Unfortunately, the installer did not follow these specifications, which is likely the cause of the mounts failure.
  
  While we strive to offer reliable product recommendations,the proper installation of the equipment, as specified by the manufacturer, is critical to ensuring its safety and effectiveness. Since the installation was not performed according to these guidelines, we are unable to accept responsibility for the damage caused.
  
  Given the circumstances, we recommend that you pursue this matter directly with the professional installer, as they may be in a better position to provide compensation or a resolution for the improper installation.
  We understand this is not the outcome you were hoping for,and we sincerely regret the inconvenience and frustration this has caused. If there is anything else we can assist you with or if you'd like further details about the manufacturers installation instructions, please feel free to reach out.
  
  Thank you for your understanding.
  
  Micro Center Customer Relations

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