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Merchant Member
2011-12-29
1/5
"I ordered a MSI MS-1761-ID1 Laptop from them. Now here's the only good part, they shipped it within a decent time frame and packed it well. Now here's where the headache starts. I ordered it with a 120GB Mushkin Chronos Deluxe SSD. The SSD would not be detected from a cold boot. Upon further research I found that upgrading the firmware would solve my problems and indeed it did. I ordered it without an operating system as I like to install all software myself. I grabbed a Retail Windows 7 Ultimate 64 Bit CD and tried to load windows. Windows would freeze everytime during the installation. The only thing that worked was setting the BIOS to IDE instead of ACHI and after doing this Windows loaded extremely slow. Long story short is that Windows would not work on this computer in AHCI mode. After lengthy call with tech support and having run a few tests they suggested (Memtest86 would freeze), they told me I would need to send my computer back and that they would pay for return shipping since it was a non-functioning computer. A couple days later after NOT receiving a return shipping label I decided to call them up and see what the problem was. After speaking with the same tech person, they decided to renege on sending the return label and told me I had to pay shipping. After numerous calls and and a very heated conversation with the owner Alex I decided I had enough of this company and asked for a refund and that they pay the return shipping. Of course they did not want to do this and it took a couple more phone calls and emails but eventually Joseph (Customer Service) agreed in an email that I will be eligible for this full credit, including original shipping costs, upon confirmation that the notebook has been returned to them with no physical/cosmetic damages, signs of abuse or misuse. I sent the computer back and about 2 weeks later a refund was issued for the cost of the computer only. They did not refund the original shipping cost per their email which was quite a bit due to the fact that I'm in Hawaii. When I asked Joseph about the refund of the original shipping he told me that I'm lucky they didn't charge me a restocking fee and that Alex was generous enough to do that. How can they send me a non-working computer, expect me to pay for the return shipping, and have the nerve to mention restocking fees. This is the WORST computer company I have ever dealt with. They make promises in writing (I have the emails) and then renege when it comes time to deliver on those promises. I'm sure if I took them to court I'd win since I have their emails with all their broken promises. Do yourself a favor and stay away from these crooks."
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MerchServe from AVADirect Custom Computers has responded
Posted Jan-11-2012Though you are not satisfied with your experience, AVADirect still strives on providing the best customer service and quality products within the IT industry. We would very much like to work with you so both parties can come to a mutual agreement and understanding. Please contact us, at your convenience, so we may assist you further. Thank you 216-503-6361