I Violated My Own Buy Local Rule

DV Warehouse Product Support

On November 22,2013 I ordered a pre-owned MacBook Pro 15 (mid 2010) from DV Warehouse.  After it arrived, I had my local computer service transfer a 1T drive from a laptop pc to the MBP 15 and load the MAC Operating system on it.  The MAC came with a 500 GB drive which was transfered to the laptop pc, then loaded with Windows 7.

Around the 2nd week of December 2013, the MBP started crashing .  I began saving the crash reports and sent a copy to DVW customer support and they were forwarded to the tech department for evaluation.  After sending two different sets of crash reports, DVW contacted me with a Return Material Authorization number.  Knowing the computer was to be returned I had my local computer service remove the 1T drive and install the original 500GB drive for return to DVW.  The original 500GB drive came out a pc laptop with Windows 7 and was re-installed into the MBP.  Mistakenly the OSX orating system was not installed back on the drive.  So the MBP got returned to DVW with Windows 7 as the operating system.

On Dec 13, 2013 the MBP was sent to DVW and received on December 23, 2013.  DVW emailed me indicating they ran the computer and found no problems with crates.  I asked them for a refund as I was not confident the machine would perform.  On December 26 or 27, 2013, Tech Support indicated their would be a 25% restocking fee to take the computer back since the warranty was now void.  The claim was that the Windows 7 software voided the warranty.

After updating them again on the change in hard drive and operating system, DVW refused my request of a full refund, only a refund less restocking fee.  At that point I requested the return of my computer and prepaid expedited shipping for it’s return.

 

The computer was received by me on January 5, 2014.  The MBP continued to crash.  I was able to isolate the crashes during the use of Photoshop CS 6.  After several discussions with Apple directly, they suggested bringing the machine to the local store.  On January 20, 2014, Apple reinstalled the operating system and sent me on my way.

After installing IMovie and IPhoto, The machine no began to crash when running IMovie and IPhoto.  On January 23, 2014 I spoke with Apple tech support.  They ran some tests remotely and collected more operating data.  The data was forwarded to their Engineering Department.  Later that evening I received a call from Apple requesting that I take the machine back to the local Apple Store.

On Saturday Jan 25, 2014 the Apple Store reviewed the Engineering report and rand the prescribed test.  The video card failed the test and was determined to be the cause of the crashes.  The solution was a $310.00 board repair.

At that point I reviewed my options and decided to purchase a refurbished MBP 15 from Apple On-line to be delivered to the local Apple Store.  Since the crashes only seemed to occur when the video control was under high load, I elected to put the machine up for sale to recover my cost.  However now the computer will crash while running low level video programs (Pages and the like).  So now I have a machine that has to be sold at a significant loss and another machine due any time now.

Now you know my experience with DV Warehouse in Hollywood, California.  Buyers beware!

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