My Computer Works, Inc.

Terrible terrible terrible, Get the idea. Ever ask to speak to a manager and supervisor and be told " I don't have one", then be told the own the company while being screamed at. I was a technician for MCW for 10 years and Ive had it with the lying to customers, inflating cost, breaking all promises. They will promise a fee to get you to bite and commit, knowing the whole time that they plan to take longer and charge more. They will find good people and move them to sales, those that lack moral character will be in billing and support. Don't take my word for it as an employee but look at the internet and you will see the track record of ripping employees and customers off.

They sent a technician out to my home to fix the "blue screen of death" which I was experiencing on my desktop computer. After a few hours, he gave up. No help whatsoever for $247.

Instead of quoting me $137.00 "to fix" my computer, "John" should have stated '$137.00 for the first hour, whether the computer is fixed or not'...which is what I actually experienced. My computer was not fixed.

We are always continually striving to maintain the highest priority in customer service. Unfortunately there are moments that an employee might not represent our company's ethics and values, and this is a matter we address immediately. Had this been brought to our attention (management) prior to...

filing a complaint, I can guarantee we would have met the needs of the customer and this would have been completely refunded. The employee in question has been addressed and will be expressly observed during a probationary period to ensure this type of customer handling will never occur again. We have called the customer several times today without actually being able to make contact, so an email has been sent out to call us back. The refund will be given and our best technician will also work with her to figure out the issues that are still occurring. We would never want ANY of our customers to have a less than COMPLETELY satisfied experience with our company as we LOVE to help people love their technology. Our sincerest apologies go out to Kristin and we would like to work with her in any way we can to resolve all withstanding issues. Once again, it is absolutely NOT our policy to deny a customer a refund for services. We would rather them be satisfied and eat any and all costs for the sake of their trust and loyalty. This employee was not in any way reflecting our policy and has been dealt with.

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 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]

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]

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,

Review: On July 22, 2014, while I was working in [redacted] I could not access my tablet "hotspot". My Computer Works technician arrived at 4:15 pm. He found [redacted] had not checked the SSID box. Tech left house 4:50 pm. When I first contacted the company they 1st hour charge was $129.95, no travel charge. When I found out about the 2nd charge (259.90) I contacted the company; I was told I had approved 3 hours. I disputed charge with credit card company, company refused to review the account.Desired Settlement: Refund the $259.90 they overcharged

Business

Response:

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]

Review: My computer was running slowly,after 10 hours on the phone,unable to sign on to internet,computer not operational.Computer taken to best buy,hard drive replaced.contacted company for refund they stated that they had not finished repairing therfore payment was due.Unable to discuse with repreentive due to her hostile attitude,reprentive terminated conversationDesired Settlement: refund of fees

Business

Response:

we are refunding the customer's money.

My Computer Works, Inc.

Called them with a functional CPU. Result: CPU dead. Don't use these guys. Way too slow. Spent hours to have a result of a dead CPU.

Review: I called My Computer Works on 10-9-14 for help with my computer. I asked if it paid to repair it or buy a new one, the person I spoke with said their MCW contractors could fix the problem. The contractor in my area was supposed to come to my home Friday 10-11-14 between 8am and 10am. the guy got there at 11:30 am. He called someone on his phone when he got there, then he kept getting calls, he said "Business was good". I made the comment "People must be having a lot of computer issues". His answer was no, he repaired TV's on the side. Finally he asked me what was wrong with my computer, he then put a disk in to reboot my system, after doing this he said he had to call [redacted] and he needed to pretend he was his father about paying an overdue bill. He proceeded to speak with someone from the cable for about 15 minutes trying to get out of paying the bill, then he asked to talk to a supervisor, he talked again with someone and told them he was on Social Security and could not pay the bill, then he got off the phone. He then turned his attention to my computer, which no matter what he did he could not fix it, He said he had to be some where else and could he come back later I said no, so he then started to take my tower apart, he didn't even know how to take it apart, finally he forced it open and determined he had no idea what was wrong with it and said I should buy a new computer. I had another tower from a computer so he said he would set that one up for me, well he didn't know how to do that either. He then offered to take my tower home and work on it there, he said he was cheaper than My Computer Works, I said no. He then told me to go to [redacted] because they had a sale on computers and he wrote his name and number down for me and said he would go with me to buy a new computer, but I was not to tell My Computer Works about any of this because he could work for cheaper than what I was paying them. His name is [redacted] and his phone number is [redacted]. I just wanted him out of my house, he finally left, when he did , he left everything lay on the floor my tower was in pieces and parts of the other computer he tired to hook up were laying there also.Desired Settlement: I called my credit company when the guy left, My Computer Works had already charged my account$129.95 on the day before when I called for service from them. I explained the problem I was having and they said I have the right to dispute any charges, they said they would dispute anymore charges from them. I received my statement and I have another charge from My Computer Works for$194.93 posted the day after I talked to the charge card company. I now have a total of $324.88. I don't feel I owe this company anything, they sent a guy who had no clue how to fix a computer, he sat here for almost 3 hours conducting his own private business at my expense and destroyed my computer, if it was possible to be repaired by someone who actually knew how to fix computers before this guy came to my house it was not after he left. I had to buy a new computer and I don't feel I owe these people anything, they don't know what kind of people they have working for them. The day I called them they told what they charged per hour but they did not tell me that I was being charged as we spoke on the phone the day before any service was done on my computer. If I had known they were already going to charge me the $129.95 as we spoke I would not have let them come to my house. I have called them and left messages for [redacted], but she will not return my calls. I feel I don't owe anything.

Business

Response:

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.

Consumer

Response:

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,

Review: I just notified My Computer Works that I wish to cancel their services and receive a refund of the unused portion of my annual membership. They informed me that it their policy to not refund on annual memberships. I used to have a monthly membership and they never informed me of this policy when I converted to an annual membership. I believe this is a grossly unfair business practice. If I am not using their services then why are they keeping my money. It's not a law or regulation, it's just a policy. A policy can be modified to fit different circumstances.Desired Settlement: A refund of the unused portion of my annual membership.

Business

Response:

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.

Consumer

Response:

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,

Recently had an unexpected virus despite 'alleged' computer protection by a certain software company. I contacted MCW and they were very cordial and had a technician contact me within 15 minutes. Their technician [redacted] resolved the problem the same day with additional excellent results as far as computer performance. I will entrust my future computer needs to MCW. [redacted]

Review: I used to work for this company and i've been trying to contact this office on several occasions to have them finish the job they started on my laptop its a disaster. I was suppose to get a call back from this company but its going on a year and they have yet to fix my issue. No one has called not even the manager to try to rectify the situation. Since then I can no longer log into any of my [redacted], I'm limited to certain websites. They basically wiped out everything and never put any of it back. This company literally does have a whole bunch of 19 -25 year old technicians working from their homes and its kind of scary knowing these people can have access to your information and do what they want with it. Owners secretary [redacted] doesn't have a clue as to what she is doing on a day to day basis and not a good leader at all. This is part of the reason why the office is so hostile and lost. It's literally a guessing game when it comes to her trying to figure out what technicians are suppose to be assigned to what jobs or what everyones job duty is. This company has very poor leadership and poor follow ups. They rather sit around and place blame on each other and no one wants to be accountable for their actions. The only reason why this company is probably still running is because of both [redacted]s in the office and the share holders backing up this sorry excuse for a company. Everyone else should be fired and start over. NO ONE has a clue as to what their job is. AMAZING! They are still in business. At the end of the day I just want my laptop to work like it used to before this company got into it and made a mess.Desired Settlement: The only person I trust to work on my computer would be [redacted] the system administrator he seems to be the only one in the office that understands how computer systems really work. And I trust him.

Business

Response:

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.

Review: My Computer Works did not tell the truth about the price of services. They agreed that I would not be billed monthly, but I continue to get monthly bills.Desired Settlement: Stop billing me every month - like they agreed to do in phone conversations.

Business

Response:

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

To The

Re: complaint ID [redacted]

The nicely worded response from My Computer Works is not accepted. I was told that I would not be charged a monthly fee for their services. Yet I was charged two times: on 7/29 I was charged $29.95 and on 8/29 I was charged $29.95 - after I already had been assured by [redacted] that they would not charge the monthly fees.

There was no voice mail message sent, nor was there an email in response to the complaint.

The service provided on June 27 didn't even resolve my computer problem. Over and above the $59. per half hour charge, of which there were four, totaling $239.90, from My Computer Works plus a $29.95 service monthly fee, I had to spend several hundred dollars because the problem was a mechanical computer malfunction--not a software issue at all.

I believe this company is extremely devious. I will not take the matter any further if they pay back the service charges from 7/29 and 8/29.

Thank you,

Business

Response:

Good morning,

We have refunded all membership charges that were incurred back to Mrs.[redacted]. We have also called and emailed to let her know that this was done. If you have any further questions please feel free to let me know.

Digital Marketing Manager

My Computer Works

Consumer

Response:

[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.

Regards,

Review: The plan I purchased with My Computer Works has a guaranteed Same Day Service policy stating that a technician should contact me within 1-4 hours after submitting my issue about my computer. I contacted them around March 18, 2014 about the issue I was having with my computer. It took up to two days for a tech to contact me. He connected to my computer, remotely online, and told me it would take about two hours to complete his task. He was disconnected from my computer and he called my home phone and left a message stating that he would reconnect as soon as I called him back. I called several times and I could only get a voicemail recording to leave a message and a tech would call back. I did finally connect to another tech after making an appointment with one of the coordinators on March 24, 2014, and the same scenario occurred with that tech on March 26, 2014. This back and forth connecting with a tech, remotely, then losing connection with the tech, not being able to easily reconnect with a tech until days later, and not having my computer issues resolved is very frustrating. Also, when you call their service numbers, you never talk to a live person as their website states. I feel that My Computer Works website is full of fraudulent and misleading information and their sales department practices the same deception.Desired Settlement: My Computer Works require their members to remain a customer for one year after the purchase of their service plan. My desired outcome is to terminate my contract with My Computer Works.

Business

Response:

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.

Consumer

Response:

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,

Review: the tech.that worked on my computer broke it and his only answer was you have no computer.I called the company and get no results,they charged me 160.00 and I have no computer.The company will not return calls,I took my computer to a local shop and they fix it.They said the tech from my computer works did not know what he was doing and wanted to charge me or scam me.I have called [redacted] and [redacted] never resolf the problem..could you help me..###-###-####..[redacted]

Business

Response:

Good morning,

We have already spoken with Mr. [redacted] prior to the filing of the complaint. According to our records and from speaking with [redacted] a full refund had already been processed as well as the offering of a full year of executive support at no cost to Mr. [redacted]. We are not sure from here what else is needing to be done but had considered the matter resolved. Thank you for you time.

Digital Marketing Manager

My Computer Works

Consumer

Response:

[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.

Regards,

Review: When my computer crashed I reached out to "My Computer Works" via the Yellow Pages at 1-888-816-0496 and was asked for my Credit Card number for billing purposes and that a svc tech would arrive by 9AM next morning. No one came. I called back to the 1-888 number and was told they would contact the local customer rep, she called and said someone would be here at 2PM. No one came. Called back AGAIN and was told that a svc tech would call me. He did and said he would be here by 9 AM next morning (Now this is day 3 already) He did not show up but I had his number and called him and he said he was 1 1/2 hours away and would arrive at my home within the next 3 hours. He never showed up.

So after sitting for Four days without a computer I contacted some other company for repair which was done very timely.Desired Settlement: It is my feeling that this company does not keep promises as they list in the Yellow Pages. Also what happened to my credit card information. I do have a watch put on it but just wondering why a company would ask for that information and then not carry through on the agreed services.

Review: While browsing the yellow pages for computer repairs I selected the company My Computer works. I talked to the representative and explained my problem. He stated a representative would

be out the same evening. He asked how I found his company and I said in the yellow pages and it mentioned a $25.00 discount in the add. When the technician arrived he found more problems

than he was prepared to deal with so he left without completing the repair. Since they had my credit card information I was charged $139.00 minus a $10.00 discount (not the $25.00 mentioned

in the yellow pages). When I called to see why I was charged the $129.00 all I was told was they could not afford to send technicians out for free. I didn't expect a full refund but neither did I

expect to pay the full amount. How can you justify charging $129.00 for a service call when no service was provided. It is not my fault the technician was not able to make the repair because

he needed more parts. I have since purchased a new computer. I didn't receive any receipt although the representative had me sign some papers.Desired Settlement: At least a partial refund for the service call that provided no service except to look at my computer. Also how can they advertise a $25.00 discount and then give a $25.00 discount? At the

very minimum they owe me the other $15.00.

Business

Response:

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

Consumer

Response:

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,