Ace Internet Solutions
Consumer Report

I was the high bidder, on Ebay, for new HP laptop, from Ace Internet Solutions, Monticello IN. (“poorbobs” on Ebay). Slow shipping. Overcharged for shipping. (They charged me $27. Xx shipping. I sent the laptop back to them for $20. Xx, including insuring it for $500.) When I received the computer, I began to set it up. I got a message from HP that there were several updates that needed to be accomplished right away “to ensure security and optimum performance.” One of those updates included installing a BIOS update. After I downloaded and started to install the BIOS update, the computer stopped working. It wouldn’t boot up at all. I called HP tech support, and spent more than two hours trying all kinds of things to fix the problem (s). None worked. The tech finally said “Your motherboard is fried. The only way to fix the computer is to replace the motherboard.” He also said if I shipped the computer back to HP, they would repair or replace it for free.” He said I would be without a computer for 2 to 3 weeks. As I depend on a computer every day, this was unacceptable to me. I contacted the seller by message on Ebay, and got a message back telling me they refused to accept returns. At that point, I contacted Ebay (because of their so-called “Buyers Protection” policy) and opened a case to resolve the issue. Almost immediately the seller sent a message that if I returned the laptop to them, they would immediately issue a refund for the full amount. The next day, I shipped the computer back to the seller, at my own expense. Two or three days later, the seller asked Ebay to arbitrate, since we couldn’t come to a decision that was OK to both of us (which is bullshit, since I was perfectly agreeable to getting a full refund upon returning the computer to them, even though I had to ship it at my own expense). Ebay sided with the seller, without either the seller or Ebay asking for my side of the story. I did send Ebay a message with some of my argument about why the seller should honor their promise to refund my money. I don’t know if anyone at Ebay received that message or not. I never got an acknowledgment or response of any kind. Two or three days later, Ebay sent a message stating they were sticking with their decision to side with the seller. (Once again, no one asked for my side of the story.) Ebay essentially said “too bad”. (How is that good customer service? How is that any kind of buyer protection?) A couple of days later, I once again contacted Ace Internet Solutions requesting either a refund or a laptop. I got a message from the seller, telling me they owed me nothing … no laptop and no refund. They said Ebay told them to “dispose of” the computer. The seller said their stance was that I lied to them and to Ebay. That is just bullshit, from a greedy, unconscionable, business person. The seller has made all kinds of assertions and accusations, none of which are true. It appears both “poorbobs” and Ebay have little interest in customer service or hearing both sides of a dispute. This is not the first time Ebay has screwed me – the first time was years ago, when I was a novice. I assumed everyone was honest and sent a VHS recorder before money had been paid. I contacted Ebay about the buyer not paying. Once again, their cavalier attitude sounded a lot like “too bad.” I can’t afford to take a $500 loss. My wife and I are living on Social Security. I am a disabled veteran. We’re going to have to choose to either buy groceries or buy medicine. We can’t afford to do both this month.

Company: Ace Internet Solutions
Country: USA

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