MacKendrick Computers

Review: Company sold product that included software that didn't work because it was unlicensed, illegally obtained. The company refused to refund purchase.

On May 14, 2013 I took my laptop computer to Mackendrick Computers in Placerville, California for repairs. While in the store, I observed a few computers for sale. I purchased a ASUS Notebook computer, with operating system Windows 8. The Notebook had Microsoft Word Suite 2010 installed. I paid $621.00 for the computer. I made a $250.00 deposit, check [redacted] A technician at the business set-up email. I returned at the end of the day, paid the balance of the $621.00 with check [redacted] in the amount of $371.00

I struggled with adjusting the new operating system and could not open any Microsoft Word programs, and returned to the business wishing to return the computer. I was informed they do not take returns at all, that they "are not a retailer." The owner of the store told me they could make the Word programs work and made me feel like my lack of expertise was the problem. I took my computer home again and still could not access the Word programs, but it was clear the program was not licensed. There was no documentation included about any programs on the computer. I returned to the store again and demanded my money back. I was again refused. This time the technician removed Microsoft Word Suite 2010 from the computer and added Microsoft Word Suite 2007 to the computer. Again, there is no documentation for the software included with the product, so it couldn't be registered.

First, this doesn't seem legal. Second, I paid for Word Suite 2010 originally. That isn't what I got.

Desired Settlement: I want my money back and I think the business should face whatever charges are appropriate.

Business

Response:

Initial Business Response

The total amount our customer paid, was strictly for the ASUS computer she purchased. That price did not include any sale of Microsoft Office software. The referenced copy of Office 2010, was a trial that came with her new computer. After the trial expires, the software becomes non-functional until you purchase it.

The customer came into the store asking for Office 2010 to be activated, when we told her she had to buy a license for it, she immediately wanted to return the machine. Seeing as how the ASUS Notebook was fully functional, the customer was not issued a refund.

I see this final note on her comment that says she purchased Office 2010. If this was true, we would have gone through the necessary troubleshooting with Microsoft to activate her previously purchased copy of Office 2010.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Had the Microsoft Word Suite 2010 on the computer at the time of purchase been "trial" software, A) it would have been already activated to work for a trial period before it needed to be purchased; B) documentation would have been included indicating that was the situation. There was no trial period - the software didn't work at all. As stated in my complaint, there was no documentation about the software included, which is an indication that the software was pirated. I did take the computer in multiple times for the vendor to make it work and they couldn't. To appease me they loaded Microsoft Word Suite 2007, which I didn't even know until I finally turned the computer on some weeks later. What they told me they would do was see if they could get me 2010. The issue is not resolved.