I am writing to formally express my dissatisfaction with the service I received regarding my gaming laptop repair at your Toronto location.
I have had to send in my laptop twice for motherboard issues, both times being diagnosed with a faulty motherboard. The device is less than two years old, and yet I’ve already had two major repairs.
During the most recent service, I was informed that my laptop would be returned without being repaired. I called to request a hold on the shipment until I could speak to a supervisor. I escalated the issue and asked the supervisor to ensure the root cause of the repeated motherboard failure was properly diagnosed so I could decide whether to proceed with the repair.
I was told that I would receive a call back within 48 hours. However, I later received an email stating that my laptop was being returned unrepaired. I called again and was told the supervisor had noted that I refused the repair — which is completely false. I never refused service; I requested further information before deciding.
Despite being told the supervisor would call me again that day, I never received a call.
I feel I was misled, and as a result, my laptop is being returned without the issue being addressed. I am disappointed with the lack of communication, accountability, and service I received.
I would like to know how this matter will be resolved and where I can file a formal complaint beyond this communication if necessary.
Sincerely,
Ramtin Abbaspour
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