My Computer Works, Inc.

After reviewing the notes from the work order in which the technician stated that the power supply was bad and that replacing the power supply was denied. Despite the in-completion of repairing the computer due to refusal of replacing parts you were charged for the time of the technician being...

onsite with a one-hour minimum charge. However, we are refunding the charge from on-site and the funds should be back in your account in 3 - 5 business days as of Monday February 10th, 2014. I am terribly sorry for your inconvenience and I hope you have a great day.[redacted]Digital Marketing ManagerMy Computer Works

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]

We sincerely apologize for not being able to assist in fixing the computer. The fact that two technicians were both unable to connect to the computer leads me to believe that the issue was not with our connection software or technician Internet connection, but with the customer’s Internet...

connection or firewall. The latter would need to be handled via phone in order to eliminate the blocked connection. However, due to a “phone tag” issue, that was not possible. I assure you that when you utilize My Computer Works, you do indeed speak with a real person, a technician. We do employ an automated system, though, to route calls to the correct destination or voicemail which our receptionist receives and then places the customer in our callback queue. Regardless, we again apologize for being unable to assist. We have fulfilled the request of terminating the customer’s service contract and will, in fact, issue a refund. If it is not received within 10-14 business days, please contact us and we will rectify the issue.

As the customer was not actually a customer at the time of service, we have no customer records for this experience. However, the customer can contact [redacted] directly for support at [redacted]'s discretion.

we are refunding the customer's money.
[redacted]
My Computer Works, Inc.

I was with My Computer Works for several years and was always so happy with them. I am 59 years old, disabled and my computer is my lifeline that gives me something to do and an outlet. I called into the office when it was time to renew to let them know I was possibly going to have to stop their service because of financial issues. Patricia was very nice and asked was I sure, because she knew I liked the knowledge of knowing their techs were there if I had a problem. She offered to put my account on "hold" for a few months to make sure. She said if I needed them during this period, to call and they would charge my account and we would start the service again. I have always liked Patricias professionalism and caring. I was having no problems except a minor issue 3 months before. Withing a week to 10 days after my account was on hold, my computer broke out with all kinds of issues. Action center would not run autoscans and when I tried to do them by click scan now, it put a popup with a red x and said it could not be done. On all the secure sites I went to, the https was not green and also the Words before the https were not there anymore. Such as Microsoft (US) and OUTLOOK and VGW (Au) were not there in green. My browsers did not look the same and my search results were horrible. I was so concerned about the security aspect of it and called My Computer Works. I have the 1 hour service but the last couple of times I called in, it took about 2 hours and I had to call in and then they said they bumped me up. It was still well over the 1 hour wait. To cut things short, I had 4 different techs work on my computer over several days. My Computer works is nothing like it used to be a few years ago when I started. The Techs will not let you explain anything. I took screenshots. Then I got mad. Everyone was telling me "that is how it looks now" . They would not even look when I told them that chrome had put some things on as plugins that I thought were suspicious. I finally called in and got a Manager named Eric. At this point, I tried to explain things and we ended up having an argument and he told me that people should have better things to do than go on trash sites all the time. I do a site for a little extra cash per month and have done it for over 7 years and when I told him that I had never gotten anything bad in all those years, he replied "THAT IS BECAUSE OF ALL THE CRAP WE HAVE TAKEN OFF YOUR MACHINE". That is not true. This made me very angry and yes, I yelled back. Anyway. I finally agreed to have a tech that has worked on my machine before do a restore/refresh on my computer. She spent a day and a half doing it. Many of those issues I had were gone afterwards. Now my printer doesn't work. Internet explorer shows nothing but lined up words like a menu on the right side of the page. It is awful. I wrote in yesterday morning yet again voicing my grief. I was called by "David" who I guess is Vice President of sales. I voiced my concerns and told him of the irony that techs tell me that MCW runs scans and different things to keep track of my hard drive and things. I did not know they could do anything in my machine without me giving them remote access. This is making me wonder if , back when I called them to discuss renewal, they put my account on hold, Could they have made my computer act funny so I would keep their service. David did not like that and said they do put software on my machine but they would never ever do anything like that. He said other places may do that but they don't. I ended up crying and telling him that it was sad because I would have to just stop using the internet and that was my only friends. I hung up. Very shortly after that, I was on Chrome and tabs began to load one right after another. Also, I keep getting a black box flash on my screen and disappear but it says something about Taskeng.exe . It has happened twice already this morning. After the tabs started loading, I went to my email and there was an email from "David" He said more or less thanking me for offering to complete my contract but they did not want anyone to feel held hostage and they were ending my contract immediately. Now I have all of this crap on my computer, no printer and this taskeng.exe doing I don't know what to my computer. Do not use this company. When one tech tried to fix my action center, he said he couldn't recover it. Then he said, well, I can but it would take a really long time. Now I have a computer that is not secure when something like taskeng.exe is doing something on its own. I don't know how to get the MCW off my machine. I have tried to delete it from the programs, one went, the other won't. They do not listen to you because they think you don't know what you are talking about. That is because no one that does know what they are talking about would ever call them in the first place. They run free scans that you can access yourself. I was never confident to do things myself so I needed them and they knew it and it is only now that I realize that I could buy a new computer every single year with the money I spent on them. They were great when the techs were nice. Now they are rude and don't want to hear you. Don't use this company. There is no remedy for this situation. I got a broken computer out of the deal and no running printer. And, in my own opinion they are still in my computer.

We sincerely apologize and will absolutely issue a refund if the chargeback does not serve that purpose. Please call us and let us know if the chargeback or refund has not been completed in the next 7-10 business days. Thank you.[redacted]

Don't know about the complaints you recieved but your grade on this company is unfortunate. This co. has been voted the #1 service industry in it's home state of AZ every year since the day they opened there door for 6 yrs straight. The help with practically all manner of computer/printer/cell phone compatabilty problems and even help with many, many common software question. These guys are what the free enterprise system is all about. Where there has been a crying need for computer help, they have supplied that demand. This company probably service way over 45 people an hour, with fantastic, supperlative services of sooooo many different sorts ... 45 total complaints are a drop in the bucket compared to the unmatched service they provide to soooo many of the rest of us.

I was with My Computer Works for several years and was always so happy with them. I am 59 years old, disabled and my computer is my lifeline that gives me something to do and an outlet. I called into the office when it was time to renew to let them know I was possibly going to have to stop their service because of financial issues. Patricia was very nice and asked was I sure, because she knew I liked the knowledge of knowing their techs were there if I had a problem. She offered to put my account on "hold" for a few months to make sure. She said if I needed them during this period, to call and they would charge my account and we would start the service again. I have always liked Patricias professionalism and caring. I was having no problems except a minor issue 3 months before. Withing a week to 10 days after my account was on hold, my computer broke out with all kinds of issues. Action center would not run autoscans and when I tried to do them by click scan now, it put a popup with a red x and said it could not be done. On all the secure sites I went to, the https was not green and also the Words before the https were not there anymore. Such as Microsoft (US) and OUTLOOK and VGW (Au) were not there in green. My browsers did not look the same and my search results were horrible. I was so concerned about the security aspect of it and called My Computer Works. I have the 1 hour service but the last couple of times I called in, it took about 2 hours and I had to call in and then they said they bumped me up. It was still well over the 1 hour wait. To cut things short, I had 4 different techs work on my computer over several days. My Computer works is nothing like it used to be a few years ago when I started. The Techs will not let you explain anything. I took screenshots. Then I got mad. Everyone was telling me "that is how it looks now" . They would not even look when I told them that chrome had put some things on as plugins that I thought were suspicious. I finally called in and got a Manager named Eric. At this point, I tried to explain things and we ended up having an argument and he told me that people should have better things to do than go on trash sites all the time. I do a site for a little extra cash per month and have done it for over 7 years and when I told him that I had never gotten anything bad in all those years, he replied "THAT IS BECAUSE OF ALL THE CRAP WE HAVE TAKEN OFF YOUR MACHINE". That is not true. This made me very angry and yes, I yelled back. Anyway. I finally agreed to have a tech that has worked on my machine before do a restore/refresh on my computer. She spent a day and a half doing it. Many of those issues I had were gone afterwards. Now my printer doesn't work. Internet explorer shows nothing but lined up words like a menu on the right side of the page. It is awful. I wrote in yesterday morning yet again voicing my grief. I was called by "David" who I guess is Vice President of sales. I voiced my concerns and told him of the irony that techs tell me that MCW runs scans and different things to keep track of my hard drive and things. I did not know they could do anything in my machine without me giving them remote access. This is making me wonder if , back when I called them to discuss renewal, they put my account on hold, Could they have made my computer act funny so I would keep their service. David did not like that and said they do put software on my machine but they would never ever do anything like that. He said other places may do that but they don't. I ended up crying and telling him that it was sad because I would have to just stop using the internet and that was my only friends. I hung up. Very shortly after that, I was on Chrome and tabs began to load one right after another. Also, I keep getting a black box flash on my screen and disappear but it says something about Taskeng.exe . It has happened twice already this morning. After the tabs started loading, I went to my email and there was an email from "David" He said more or less thanking me for offering to complete my contract but they did not want anyone to feel held hostage and they were ending my contract immediately. Now I have all of this crap on my computer, no printer and this taskeng.exe doing I don't know what to my computer. Do not use this company. When one tech tried to fix my action center, he said he couldn't recover it. Then he said, well, I can but it would take a really long time. Now I have a computer that is not secure when something like taskeng.exe is doing something on its own. I don't know how to get the MCW off my machine. I have tried to delete it from the programs, one went, the other won't. They do not listen to you because they think you don't know what you are talking about. That is because no one that does know what they are talking about would ever call them in the first place. They run free scans that you can access yourself. I was never confident to do things myself so I needed them and they knew it and it is only now that I realize that I could buy a new computer every single year with the money I spent on them. They were great when the techs were nice. Now they are rude and don't want to hear you. Don't use this company. There is no remedy for this situation. I got a broken computer out of the deal and no running printer. And, in my own opinion they are still in my computer.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
I rejected the offer that you are referring to and My Computer Works got back to me and worked out a satisfactory offer and performed the resolved agreement to my satisfaction. So I have accepted their agreement

Regards, 

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We sincerely apologize for not being able to assist in fixing the computer. The fact that two technicians were both unable to connect to the computer leads me to believe that the issue was not with our connection software or technician Internet connection, but with the customer’s Internet...

connection or firewall. The latter would need to be handled via phone in order to eliminate the blocked connection. However, due to a “phone tag” issue, that was not possible. I assure you that when you utilize My Computer Works, you do indeed speak with a real person, a technician. We do employ an automated system, though, to route calls to the correct destination or voicemail which our receptionist receives and then places the customer in our callback queue. Regardless, we again apologize for being unable to assist. We have fulfilled the request of terminating the customer’s service contract and will, in fact, issue a refund. If it is not received within 10-14 business days, please contact us and we will rectify the issue.

I sincerely apologize for the experience you had with My Computer Works.  We go to great lengths to prevent these things from happening and ensure a positive customer experience for everyone.  Alas, we're not perfect, and we definitely dropped the ball on this one.  I know that you...

spoke with Patricia, my Customer Service Manager, on 10/24, and she refunded nearly $200.  Do you feel like $200 is adequate reparations?  And do you feel satisfied with the resolution?Please feel free to contact me directly:
David S[redacted]

It is never in our policy to not listen to the concerns of our customers and work with every situation. Our customer service has been impeccable over the last ten years because we serve our members with superior service that benefits their needs. We do not gain success on unhappy customers and it is...

not within our values to do so. Unfortunately in a company, some representatives might not be aware of certain policies and procedures as much as we would like them to. We can train them accordingly, however some mistakes can be made. We will always tend to those mistakes honestly and diligently, therefore the full refund of the unused months will be given, and has always been given. The representative had been misinformed, and that matter was addressed in this regard. There has never been a time that MCW will not work with our customers on a fair refund. We apologize for this misunderstanding and our billing coordinator [redacted] will be contacting [redacted] this morning to resolve this issue and a check will be sent for the remainder of the refund owed.

We sincerely and truly apologize for your negative experience with our Onsite Support technician. We do employ local technicians in any given area on an on-call basis. However, we were unaware of this particular technician's issues. We will issue a full refund and I will have our customer service...

representative contact you. Once again, we sincerely apologize.[redacted]My Computer Works, Inc.

This company has no technicians. We are 3rd Party contracted and treated like sm. I have been working on a call from them for 2 weeks now with no resolution and requested reimbursement for my time. I was basically told too bad. There was no professionalism from Angel and the way he spoke to me would get his company pulled from any contract. He is rude and vulgar and very pushy as are most employees of this company. They don't return calls or inquiries from anybody until they want to if at all. I have been robbed for my time and my expertise as well as put a tarnish on the Tech World and how we react to Service Buyers. DO NOT DO BUSINESS WITH THIS COMPANY ON ANY LEVEL!

As the customer was not actually a customer at the time of service, we have no customer records for this experience. However, the customer can contact [redacted] directly for support at [redacted]'s discretion.

After reviewing the notes from the work order in which the technician stated that the power supply was bad and that replacing the power supply was denied. Despite the in-completion of repairing the computer due to refusal of replacing parts you were charged for the time of the technician being...

onsite with a one-hour minimum charge. However, we are refunding the charge from on-site and the funds should be back in your account in 3 - 5 business days as of Monday February 10th, 2014. I am terribly sorry for your inconvenience and I hope you have a great day.[redacted]Digital Marketing ManagerMy Computer Works

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

we are refunding the customer's money.

My Computer Works, Inc.