Mother Computers

October 2
We looked at several different models - I chose the model I purchased. No up-sale pressure, pleasant experience. [redacted] advised they did not have any new stock but the display. I would not have to pay for a "Computer Setup" as it already been completed for display purposes. I purchased additional "ram" which Mothers installed.

October 5
Installed an "Epson artisan 730 printer computer" and found I was unable to print a test page. I called Mother computer and spoke with [redacted]. He told me to bring it in. I was not told to bring in the printer.

October 6 or 7
Greeted with where is the printer - can't fix it without the printer. I requested he connect the laptop to their network and test on their printer. With great difficulty and significant time he was able to connect to three printers on their network. He could print on a HP1020 laser jet printer, but could not print on the remaining two. He stated well it is printing now - no problem found.

October 7 or 8
Problem still exists. He provided several things to try - I had tried them before with out success. He said he didn't know what to do next and we terminated the call.

October 11 or 12
I spoke to [redacted] the Manager. I reviewed my purchase history with him. He stated I would have to bring my printer in as they could not fix the problem with out it. I asked if I could return the Laptop as I had no confidence in any future service if they could not determine a problem without having all the owner provided components brought in with the laptop for service issues. He said I could return it if I had the original box, packing material and in new condition.

October 13
I found several driver updates were required and 9,500 Administrative Events. [redacted], told me all computers have Administrative Events. An elevated exchange followed as I said I wouldn't bring the printer as I have three printers in that series. He told me he wouldn't accept the computer as a return just because I could not install the printer. He told me to get out of his store! I asked him to fix those items and I would be back after my appointment. That afternoon I took printer and modem to Mothers. He told me he had installed the driver updates that were required. I tested the printer-modem-computer and it failed to print properly. The printer finally, with stops and starts. He said It's fixed but I'll run another document - this document failed to print. He stated it must be a problem with the modem loosing the connection or delaying the transmission from the laptop to the printer. A subsequent request to print was successful. He gave me instructions on resetting the modem if I experienced further problems. I purchased a new printer that afternoon. I reinstalled the drivers in the Laptop and experienced the same printing problem. My internet provider made a visit to my home at my request. The Technician tested my modem and read the performance history on their system - no problems with the modem and no history of past problems.

October 14

Spoke with [redacted] via telephone. Told him the problem remains and that I purchased a new printer, installed it and the printing problem is still a problem. I accepted his offer to delete all computer files and return the computer to me in the "new purchase" condition. Confirmed what I needed to bring besides the computer. [redacted] confirmed only the laptop.

October 15
Computer restored to " new configuration". Printer drivers down loaded by Mother. I installed printer drivers downloaded by Mother. Both printers failed to print properly.

October 16
Provided [redacted] with examples of printing incomplete pages from two printers. He stated there is a problem and it is [redacted] modem. I restated they had visited my home and confirmed their modem did not have a problem. [redacted] said "they did not replace the modem - the problem is [redacted] modem - I know it is the problem". I remembered I had a second modem. When setting up this modem a found a Internet access failure in the laptop.

October 16
Showed [redacted] the laptop had an internal error. Attempted to connect to the network it failed, tried a second time and it was successful. His diagnoses of an internet connection problem was correct BUT it was in the computer. He agreed the laptop was the problem and agreed to replace the computer with a different model from stock. HIS COMMENT WAS " I will clean this one and sell as new again" I offered to take the replacement computer to my home and test that it would print using my modem and printer. His response was "no that's not necessary I know this computer will not have the printing problem". We came to terms on the replacement computer. He would change the hard drive to a solid state drive.

October 16
Took new computer home and printing problem "now solved'. No apology offered, no compensation for my time offered nor compensation for my fuel costs offered.

October 17
Discovered that 1 Terabyte drive was replaced with a 232 Gigabytes drive. The size reduction was never discussed nor was I told.

I discussed Mother's Computers return policy posted in their premise with [redacted]. I requested a refund. [redacted] replied "the posted policy only applies when he agrees to should - he has the final approval.

I believe I was entitled to a refund as the intermittent failure first occurred three days after the purchase date and he did not have a replacement product. I will not return to Mother's Computer - this has been a terrible experience.