Sam's Club
Reviews and Complaints

This store transferred a jewelry item for me (as they did not carry it) from another Sam's Club and insisted on charging MORE than what the item was selling for at the other Sam's. There was no reasoning with them that this was unfair practice, particularly since they don't even have the product. They say they'll price match the competitor but they cannot even be fair with their own pricing. Sam's club cheats their customers.

do you really know or want too know what goes on in the stores at night? ie...employees having extra marital affairs in your friendly supermarket freezer...or maybe the owners in bentonville would like to hear about the thieving ...i.e...employees swiping cards for employees not there to get their hours in...hmmm...there is proof and documentation for it all...lmaybe samsclub should really look into who they hire...check out store #6671...there has been complaints about it b4 but nothing has been done

I bought a laptop in 2006. I use it for business, so I got the extended warranty. Sure enough, it failed. And I sent it in. When I sent in the laptop I asked the "Help Desk" how long it would take. I was told no longer than a month.

Two months later, I have sent my laptop back to the repair place three times now and it is still not fixed. The laptop is still there and the technicians told me that it could still take another 5-10 days to fix it.

When I called to complain that I had been without my laptop for 2 months and counting and that I was losing business. The Help Desk representative told me I would have to wait for the computer to be returned. Then have it fail again (as it will, since I've gone through this three times). Then I would have to have customer service submit a claim for a boy out. All of which could take up to another month.

When I expressed that this was unacceptable. I am losing time, business and money. And that I got the warranty so I wouldn't HAVE to lose time, business and money due to a laptop. The only solution the customer service representative could offer was to submit a buyout claim, which he told me would be rejected and then it would just go back to the repair place. Meaning, their only solution is just another waste of time and money.

They are unhelpful. Rude and simply waste my time. If you purchase something at sam's do yourself a favor and don't buy the warranty, all you are paying for is a headache.

I have loved every Sam's Club I've ever shopped at--until this one. Every single time I go in there the lines are 4-5 people long and no one is opening more lines and I inevitably get stuck behind someone who doesn't speak English or has three items that all require manager price changes or a big cartful with six separate transactions. Last week, it took a couple 25 minutes to ring up three items with all their issues. Ugh.

But today took the cake.

I had bought a camera online at http://samsclub.com and straight out of the box it had a huge scratch on the LCD screen. I could NOT live with that, so I took it back (first making sure the instructions allowed me to return online purchases in-store). It was a Saturday. I was told that since I paid with a Visa (and brick and mortar stores don't deal with Visa), they couldn't call [whoever they needed to call] to process the return. Ooookay, somewhat plausible reason, but still a pain.

So I went back on the following Monday and first they tell me that I have to take it to Photo. I went to Photo and there was a sign saying "Back at 12:30." Um, no, I'm not waiting 25 minutes, so back to Customer Service--where it was like they had never ever returned anything purchased online. No one knew what to do and they had to get other people involved. She asked where the memory card was. I say that camera doesn't come with one. "No, the one listed here" and she pointed to the receipt. Oh, you mean the other item on the order? I'm KEEPING that. Okay.

So they finally get it worked out (20 minutes later) and show me my return amount, which was MINUS shipping and handling. Ohhhhh no. I said "The item was damaged, I was told I would also get the s/h back." The girl goes off to check (i.e. ask someone else). Nope, she tells me the box wasn't damaged. I said "But the ITEM was damaged." She checks again [with another employee] and the answer is still no. You got it--they were refusing to refund my shipping because the product BOX wasn't damaged, even though the actual ITEM was. The girl who was helping me was very nice, but the other woman she was asking was showing attitude (I could see it from where I was standing), like "Who does she think she is?" type of thing.

Seriously? I was ready to ask for my membership fees back. But I asked to talk to a manager.

She came over and I repeated my story--that there was a SCRATCH on the screen, the item was damaged, and I should get ALL my money back. You could tell she wasn't buying it, either, and basically told me (implied) that anything you buy online at SamsClub.com you never get refunded shipping when you return it.

WHAT?!

But then she agreed to give me a gift card (somewhat begrudgingly it seemed), since they couldn't actually process the refund (due to it being a Visa) and they couldn't do it online [for whatever reason].

I tried to have a reasonable chit-chat type conversation with the manager to get clarification on their return policies and you could tell she didn't want to be dealing with me and she thought I was scamming them.

I should have just ate the $10 shipping and asked for my $40 membership dues back...I would have been $30 ahead.

Just another reason I am NOT renewing my membership.

Today at the Sam's Cllub in Tucker Ga, I got off work at 8pm and hurried to Sam's Club arriving at 8:15pm (they close at 8:30). I got out of my car and an associate gathering shopping carts told me they close at 8:30... I smiled and said yes I know. Then he said "well, what time do you have?" with a horrible attitude, and I yelled back 8:15! He then cursed at me!

I tried to ignore this but I will be calling the store manager tomorrow morning. I bought what I needed and was back at the car at 8:30.

Is this how they train people to work at Sam's Club?

MY WIFE STARTED WORKING IN THE CAFETERIA AT SAM'S CLUB ONLY TO FIND THEIR ISN'T ENOUGH HELP. ONLY THREE PERSONNEL TO WORK SEVEN DAYS A WEEK. SHE HAS TO WAIT ON CUSTOMERS, FIX THEIR FOOD, CLEAN AND STOCK EVERYTHING FOR MORNING SHIFT, CLEAN OUT ICE CREAM AND POP MACHINE, SWEEP AND MOP FLOOR PLUS MORE. BECAUSE SHE IS SO BUSY BY HERSELF; SHE ISN'T GETTING HER BREAKS AND HAVING LUNCH AT 20:00PM WHEN SHE CAME TO WORK AT 14:00PM. BELIEVE MANAGEMENT NEEDS TO SOLVE THIS PROBLEM. MANAGEMENT STATES THEY ARE GOING TO HIRE MORE PERSONNEL BUT DON'T HAVE ANY MONEY? WIFE WORKED FOR SAM'S CAFETERIA IN 2005 AND NOTHING HAS CHANGED. DOING MORE WITH LESS AND MAKING THE EMPLOYEE BECOME STRESSFUL AND OVERWORKED. DIDN'T GO TO MANAGEMENT BECAUSE WE ALL KNOW WHAT MAGEMENT WOULD DO-DON'T WE.(NOTHING)

My husband, baby and I visited Sam's Club #6204 today to stock up on some items we needed. While there we picked up an adorable set of "sock monkey" type toys for the baby and put them in the cart with him to play with while we shopped. The set was supposed to be held together by a piece of plastic, but on this set the plastic was missing. When we got in line the cashier, Jennifer, was being very unfriendly and just basically rude to the people in line in front of us that she was checking out. Her voice and the look on her face was all attitude. When we started checking out I got the toys from the baby and explained to her about the plastic. She very rudely informed me that she needed two that were attached. Not because of a barcode or anything, because the barcode was not on the plastic...she was pretty much just being difficult. I went and got a different set that was attached and when she rang it up she huffily tossed the baby's new sock monkey toys on top of the meats in our cart. I couldn't believe it. I have never been treated that way at Sam's before today. It made me just mad enough though that when the time comes to renew our membership next month I might just opt out. I don't want to shop somewhere that allows employees to treat their customers like dirt.

I was treated like a criminal at the Mishawaka, Indiana Sam's Club store by manager Dywayne Johnson because I tried to purchase alcohol and my 19 and 21 year old children were with me. He refused to sell me alcohol to me even if they left the store and returned without the children. In the next lane was a lady with a small child in the cart buying wine and she was not questioned and allowed to buy these items. Mr. Johnson stated to me that since my 21 year old Sam's presented her card we neither one could buy alcohol due to the fact that we had a minor with us. He stated it was Indiana state law. I was not allowed to make my purchase even though I am 60 years old and member in good standing with Sams club.

Friday Aug. 7, 2009 I went to Sams Club to purchase a generator. As I had researched the item on the internet the day before. As I was researching I realized my membership had recently expered so I renewed online printed my receipt. I was checking out on Aug 7, 2009 (after driving 45 min to get to this store) the cashier stated my mebership had expired so I explained I had renewed on line and gave her the receipt. She called a stockperson to take the receipt to customer service and check. We watched as he leaned on the counter and laughed with other employees and when he returned to our line said the computer didn't show anything. I said well you have my receipt showing I had renewed and he stated "sorry I can;'t do anything:" at this point I asked for a manager. The cashier said what do you want us to do magically make iot appear? I said this does not concern you I would like to speak to the manager. At this point the cashier says" I don't need your ### my firend died yestersday and I don't need this ###" as she walked away saying ###. I told the stock person I would go to customer service and request a manager myself. As I stood at the custmer service desk no one person would speak with me. I left the store and phoned the 800 number on the back of my card. The assitant manager did contact me at home to say she was sorry for my "problem" but she was the only manager at the store that night and she was busy. She stated she spoke with both the cashier and the stockperson. I told her if that was all she had to offer I would not be back to the store and I would take my complaint further, her response OK.
Whatever happen to a little customer service? all they had to do was call and give the confirmation # to resolve the issue.
Thanks
melissa king

I had difficulty with the extended warranty on my plasma TV purchased from Sam's Club, but thankfully that nightmare has been resolved. My real complaint is the treatment my husband and I received from the assistant manager and the manager of our Sam's store. We have been called liars, people out to get something for nothing, and yelled at by the store manager over the phone because I called the regional office of Sam'a Club, and went over his head. He finally just hung up on me when I told him I would rather he not try to handle the problem. As difficult as the warranty company was to get this problem fixed, they consistently treated me with some type of respect. We were told that we would not be allowed to buy anymore electronics in Sams. This is after we just purchased on May 1, 2009, a Samsung 52" LCD TV, in addition to another 3 year extended warranty. He also said that he would rather we not do business with his Sam's Club. So my question is, when my card expires (I DO NOT INTEND TO RENEW) how do I go about dealing with this company about my TV. I also have printers, household products, Lighting, and probably a 100 more items of significant value I have purchased from this store, and not to mention the thousands of dollars spent on food, merchandise and prescriptions. I have been in a wheelchair for 24 years, and I am used to dealing with people like this, but until this experience I have never had even the slightest hint that Sam's was this kind of company. I thought the "out to get something for nothing" was a cheap shot. Just to let this unprofessional manager know, my husband and I have worked all our lives, and live off of our pensions and social security. I have never taken anything that I did not deserve, and I never will. This guy needs to go, and go fast. The assistant manager is also a problem, but he just takes the prize. I am not the only one who has been touched by this rotten customer service going on at our local Sam's Club. I have contacted Sam's customer service corporate, and the marketing manager is supposed to get back with me, but I contacted them 3 weeks ago, and that person never has never called me back. So I don't hold out hope that anything will be resolved.

Purchased 12V marine battery from SAM'S CLUB in Houston, with 1 yr free replacement, or 30 month prorated warranty...this is standard warranty given with most batteries no matter where you purchase them.

Battery went bad, SAM'S CLUB refused to honor warranty unless I reinstated my membership...which demonstrates why I cancelled my membership in the 1st place.

My experience has been after taking into account the membership fee, and unless you do just about all your shopping there, you are lucky to break even...buy 3 gal of hand cream to save a dime...please. Generally, I've found the same or better prices at local grocery stores without having to buy large quantities. They must be laughing all the way to the bank.

On principle, I did file complaints with both the BBB and Texas Attorney General's Office regarding the refusal to honor the purchased battery warranty.

I saw a writing desk on clearance but the price was more than I was willing pay and the manager stated that if I call in a few days the price may get lowered. I called again after couple days and they were right, it dropped dramatically. I asked if they can put a HOLD or if I can pay for it. They said that is not their policy so I would have to come in. I drive in within the half hour and someone happened to take it right when I was walking in. I complained to the managers and they said sorry - first come first serve.

I think this is very unfair since I requested it and cause I got there 5 minutes late, I missed it.

I went to Sams Club as a member, and ordered a set of 4 Michelin tires that don't stock for my 2003 Toyota Camry on April 10, 2009, and paid for upfront.

On April 14, 2009, I received a call at 4:10pm that the tire set was in, was told they were not busy, and I could go in and have the set installed in about 45 minutes.

I went in, paid the installation fees, and the car was driven into the bay area, while I stood behind the glass window outside the service area to watch the process. One tech on the east side of the car took two wheels to install, and another on the west side took the other two. The one on the east side -closer to my window post- looked nervous and in a hurry -even though I was told they close at 7:00pm- and when he installed the tire in the rim, and took it to the balance spinner, he stroke the alloy wheel rim 6-8 times with an all metal hammer where he put a balance weight. He, then, left the wheel spinning, while he fitted the second tire on its rim.

Upon fitting, the second tire, he returned to the spinning balance bay, and again stroke the alloy wheel rim another 5-6 times -without any further spinning!

I knew right away that a balance weight doesn't need about 15 hammer strikes to set in, and upon installation I took the car to the corner of the parking lot for inspection. I expected the weight to look really smashed, but it look pristine - no scratch. However, next to the balance weight, the alloy wheel was hammered flat!, and a piece had broken off!

I returned to the store within 7 minutes, but the technician who had broken my alloy wheel had vanished! I told Sandy, the cashier who handled the transaction about the damage, and she came outside to inspect the car with the technician who had installed the West side tires. They said that 'the broken piece came off when their technician pulled off the old weight!' But their nervousness, and the disappearance of the culprit technician right away -2 hours before closing time- showed that they knew about the damage done to my car, and they had the excuses ready. 'We have nothing to do with that, ' Sandy said. She then, brought a camera, and took a picture of the battered wheel for the back of the flat hammered spot that made the damage almost invisible to the camera - except the broken chip section. Then they told me that 'we have cameras everywhere, ' we will find out what happened.

A few days later, I received a message from David Horton, of Claims Management, Inc. (CMI) who told me he represented an insurer fro Sams Club, and lauded the good services to its customers. But from a letter I received from CMI, it doesn't look to me like an independent insurance carrier; it looks like a Walmart branch that disposed legitimate customers complaints, and probably get bonuses for saving Walmart money.

To add insult to injury, David called me two days later, and told me that he watched the tire installation video, and look at the damage picture, and there was nothing improper and no damage!

And that is the epitome of ARROGANCE of a behemoth company that can do damage to anybody, and nobody can tough them - even legally. That dawned on me because I watched some time back an NBC documentary in which a woman judge is Texas said she had issued several Court Orders to Walmart, but Walmart had ignored ALL OF THEM!

The Epilogue of this sordid Sams Club damage and denial to my automobile, and the inability even of the courts to make that behemoth beast comply or take responsibility for its actions, shall serve as a warning to all those who try to save a few bucks: You may save a few bucks, but you may also get much more damage to your car, and you will have no recourse - even with a lawyer. State courts, and state attorney generals are no match for Walmart. Only the U.S. Justice Department can tackle Walmart, but they have no jurisdiction on local consumer complaints.

The moral of the story on this [redacted]. The bigness of Walmart and Sams Club affords them the Power of Arrogance, the Power to defy State Courts, and the Power to Damage Your Car, and then ignore any legitimate complaint with impunity! Their bottom line is profit, and covering their damages will reduce it. Deal with them at your own risk!

On 5 June 2009 My family and I went to Sams Club in Catonsville Md. I was visiting from Tx.
We were there to purchase food for my Grandsons graduation. The Lady that checked us out was very, very nice. We purchased 6 Hugs and Kiss's but she only had 2 at her check out. She called over which I thought was a supervisor and asked her if she would get 4 more. Supervisor went over to another cashier and she had one. The supervisor took it but the cashier took it back and said it was hers. The Supervisor left. We waited and waited and finally she came back with
out any thing. The cashier, be fore she started some one elses order she came to us and said she hasn't come back?. We said no. So she went and found us the 4 more and apologized to us. Then to leave the three people in front of us was not checked but we sure were. I belong to SamsClub for over 4 years in Texas and use it for my Business. I spend around $600.00 to $900.00 every 6 to 8 weeks. Was this insindent because we are white? I really have a lot of respect for the cashier that waited on us. Thankyou Germaine Arneson

I placed an order on-line for some classroom tables. It took 4 weeks to get them delivered. When they showed up - they had brought me a patio set. When I finally got the tables one was damaged. I filled out the requested info they asked for, got an email that I would get another email telling me what to do for the return. I have never heard another word from Sam's - it's been 6 weeks. In the meantime I'm calling and trying to get someone to help me. Many phone calls later - the last was just a few minutes ago - they STILL can't/won't help me.

This kind of customer service is completely unacceptable. I will NEVER order from Sam's again - I don't care what I have to pay.

To whom it may concern:

I purchased Brand New Tires from Sams club in Rome, GA in January, 2008. I purchased them at Sams because of the availability of Lifetime Rotation and Balance which can be done at any Sams Club nationwide. They were purchased at Sams club in my hometown of Rome, Georgia. Throughout the year and half, I had no problem getting them rotated and balanced at my home location. Last Thursday (May 14th, 2009) I was in Huntsville, Alabama. I took my car in for a rotation and balance. I was told it would be about and Hour's wait. Not a problem. I killed some time and came back about an hour and fifteen minutes later. My car had not even made it to the service bay yet. I was told that I would be out of there soon. Another hour went by and my car was still sitting outside. Finally, after 3 hours, my car went in. I was out in 3.5 hours. There was no manager on duty in the auto deptartment and no exlaination why it took 3.5 hours for my car to be serviced. It was a simple wheel rotate and balance. The fact that I was lied to at Sams in Huntsville, Al is the issue here. I am demanding a written apology from Sams/Wal-mart as it would be the logical thing to do. Also, I suggest that sams begins to tell the truth to its customers .

Thank You

An employee in the food court dated my son, plus many others in the club too, after a while he had broken up with her. She made a comment that if she could get away with spitting in my pizza in 2008 that she would. I ordered pizza through management on the phone for 2 hours later so I would not be taking that risk of such nature. Management assured me Tyra was her name that Sierra would not be making my pizza. I arrived in the club 10 minutes early for my pizza thinking that it already may be done early. Next thing you know Sierra walked out of the cooler with my pizza (no cameras in there). I was hesitant on the order, as I walked to the car with the pizza it bothered me as I sat in my car, so I decided with having those thoughts of my niece (19 at the time) over hearing her say that about my pizza. I walked in to customer service and returned the pizza, they wanted an explanation so I gave it to them of exactly what had taken place. Greg the manager that was jumping up and down with the pizza saying, "ha ha look, Sierra did not spit in it, I am going to take this to the break room and eat it and so are the other employees". I had a real puzzled look on my face, like why was he acting queer, and he was not there to see if in fact that he spit in it or not. My son that worked there at the time said that is how Greg is.

The lady at the door that greets you and/or puts a line on your receipt, knows the honest to God truth of all what happened of all of this and what took place on that day in the past 2008 and on 4/24/09 and they tell her to not say anything at all about it, as she knows in her heart what they have done to me, (she seems to feel bad about this to me when I talk to her) is wrong and God will punish and or judge those who need to be on this incident. She can not say anything or she will lose her job.

June 2008, I moved to AZ until March 2nd 2009...

After being in there store, 6 or 7 times since March 2nd 2009, and Sierra in the food court always getting on the phone when my son or I would glance to see if she is looking at us, which I would tell my younger son, "do not look at her". ... Any way, they ended up calling the Hickory Police Dept. on me and not knowing that I attend church with the chief of Police Hank Guess. The police made me leave and Sam's Club revoked my membership but I did not find out until 4/23/09.

When I got home from their Club on 4/23/09 #6355 after being harassed by the lady at the returns counter and the manager as I walked out of the store in tears, explaining to a couple that asked exiting the store what that was all about... I called the Sam's Club Corporate Office...This is what they in fact told me, " They said that on March 25th 2009 it was entered into their computers by Sam's Club 6355 store number which is located in Hickory, NC 28601 that I am not to be in any Sam's Club or Wal-Mart ever again in my life because that on December 23rd 2008, I was in fact in their store club #6355, and got caught shop lifting in there. Wow, am I ever puzzled over all of this...

If you remember above in this complaint, I lived in Arizona in December 2008.

I went to Sams Club as a member, and ordered a set of 4 Michelin tires that don't stock for my 2003 Toyota Camry on April 10, 2009, and paid for upfront. On April 14, 2009, I received a call at 4:10pm that the tire set was in, was told they were not busy, and I could go in and have the set installed in about 45 minutes. I went in, paid the installation fees, and the car was driven into the bay area, while I stood behind the glass window outside the service area to watch the process. One tech on the east side of the car took two wheels to install, and another on the west side took the other two. The one on the east side -closer to my window post- looked nervous and in a hurry -even though I was told they close at 7:00pm- and when he installed the tire in the rim, and took it to the balance spinner, he stroke the alloy wheel rim 6-8 times with an all metal hammer where he put a balance weight. He, then, left the wheel spinning, while he fitted the second tire on its rim. Upon fitting, the second tire, he returned to the spinning balance bay, and again stroke the alloy wheel rim another 5-6 times -without any further spinning! I knew right away that a balance weight doesn't need about 15 hammer strikes to set in, and upon installation I took the car to the corner of the parking lot for inspection. I expected the weight to look really smashed, but it look pristine - no scratch. However, next to the balance weight, the alloy wheel was hammered flat!, and a piece had broken off! I returned to the store within 7 minutes, but the technician who had broken my alloy wheel had vanished! I told Sandy, the cashier who handled the transaction about the damage, and she came outside to inspect the car with the technician who had installed the West side tires. They said that "the broken piece came off when their technician pulled off the old weight!" But their nervousness, and the disappearance of the culprit technician right away -2 hours before closing time- showed that they knew about the damage done to my car, and they had the excuses ready. "We have nothing to do with that, " Sandy said. She then, brought a camera, and took a picture of the battered wheel for the back of the flat hammered spot that made the damage almost invisible to the camera - except the broken chip section. Then they told me that "we have cameras everywhere, " we will find out what happened. A few days later, I received a message from David Horton, of Claims Management, Inc. (CMI) who told me he represented an insurer fro Sams Club, and lauded the good services to its customers. But from a letter I received from CMI, it doesn't look to me like an independent insurance carrier; it looks like a Walmart branch that disposes legitimate customers complaints, and those supposed investigators probably get bonuses when they whitewash Walmarts liability and pay nothing. That is what I extrapolate from my own experience. To add insult to injury, David called me two days later, and told me that he watched the tire installation video, and look at the damage picture, and there was nothing improper and no damage! Sure, when the customer cannot see their video, and when Sams staff take pictures of the damage from the back to conceal it, that is COVER UP! I told David to come and inspect the damage in my car, and he wanted pictures. It is hard to get a full picture on the inside side of the rim, which is partially obscured by the sidewall curve. Honest insurance investigators evaluate damages in person - not from 700 miles away - in Arkansas. And that is the epitome of ARROGANCE of a behemoth company that can do damage to anybody, and nobody can touch them - even legally. That dawned on me because I watched some time back an NBC documentary in which a woman judge is Texas said she had issued several Court Orders to Walmart, but Walmart had ignored ALL OF THEM! The Epilogue of this sordid Sams Club damage and denial to my automobile, and the inability even of the courts to make that behemoth beast comply or take responsibility for its actions, shall serve as a warning to all those who try to save a few bucks: You may save a few bucks, but you may also get much more damage to your car, and you will have no recourse - even with a lawyer. State courts, and state attorney generals are no match for Walmart. Only the U.S. Justice Department can tackle Walmart, but they have no jurisdiction on local consumer complaints. The moral of the story on this [redacted]. The bigness of Walmart and Sams Club affords them the Power of Arrogance, the Power to defy State Courts, and the Power to Damage Your Car, and then ignore any legitimate complaint with impunity! Their bottom line is profit, and covering their damages will reduce it. Deal with them at your own risk! But please read 30 more reports of ripp of at "[redacted]s." Nikos, River Grove, Illinois

I've been a member of Sam's Club for some time so I decided to get 4 new tires there. Deal was alright. Service personnel seemed fine enough.
However, when I picked up the car, there was a nasty dent at the back and on the bumper. Said they'd have to send away the video to Claims Management.
I was fairly confident they would do the decent thing and accept responsibility but no.
They only had a partial video record for the time car was in their possession but they said the burden of proof was on me to prove the damage occurred whilst in their possession. I was practically accused of lying. Also learned Sams Club do not have Garage Owners Liability. So, if your car is damaged there, no chance they'll accept responsibility. All in all, a very unpleasant experience.

I am very disappointed with the 2 year extended warranty that I purchased from Sam's Club. One hand doesn't know what the other is doing with this company and as I read I see that I am not the first customer to experience this and something needs to be done. I have returned my HP laptop a total of 3 times...the warranty company tells me that I have only returned it twice. Each time this repair company Cybertest and Micromedics have returned my laptop to me unrepaired. In fact the initial problem was that the monitor went out. Now not only does the monitor not work the laptop will not even boot up. I have talked to several managers at the warranty company Tracey(a gentleman who told me that he refused to let me speak with someone higher) and Devin who also gives me the run around saying that the computer needs to be sent back yet another time...and that the only way the pc would be replaced at this point is if Cybertest states that they are unable to repair the laptop. Not only does the laptop still not work but it also has cosmetic damamge and they returned it without the remote. I am so frustrated with this and feels that this is anunfair way to treat a customer after you get their money.