MDG Computers / Lack of warranty service and rude representatives!
After owning an MDG computer previously I decided after a major house fire last year and losing everything we owned to go to MDG to replace the computers in our home. A KIOSK had been put into the Staples Store in Belleville Ontario. We went a couple times to see what the prices were like (students going back to school etc) and found they were very reasonable. I convinced my partner that she should stick with MDG versus going to Dell again (who she was VERY happy with). So we picked out the machines, two desktop systems and a Notebook. 6000.00 in computer equipment and I paid "CASH" for them due to the insurance money being in my hands to replace the machines. We even upgraded the machines we wanted with extra funds of our own to get the stuff we really wanted. So now comes the issue... the Notebook's Power Adaptor blows up. Thank God it wasn't plugged into the notebook at the time. So she calls for warranty service. The technician was extremely condescending and rude. He was insisting we had to drive to Kingston to get "warranty" repair. Now a point about my partner... she WAS a technician in a call center and has extensive computer background. She was freaking out and handed the phone off to me. Now my background... I have been involved with computers since 1982, building AND using... have had my own business so I "know" what I am talking about when it comes to computers (including maintaining an 8 system lan in our home). I get on the phone and this guy starts YELLING at me... Well thats an issue cause I currently work in law enforcement so of course he's going to get yelled at right back. "click" he hangs up. SO I call back and ask to speak to a supervisor... "nope no supervisors on I am the boss right now". SO again the stupidity and yelling and "click" again. I call back he hears my voice and simply hangs up again... I try again and get a different guy. So I start all over again. Well buddy is coaching him in the background cause I can hear him and this guy now claims that he is in charge. I hang up and am I ever po'd. The next day someone from MDG calls me... very apologetic and wanting to deal with the issue because I made threats of the better business bureau as well as going to the media. A new power adaptor will be shipped etc etc no you don't need to go to Kingston. So we wait... 4 days later (on a thursday) it comes in... Problem... they sent a desktop power supply... So we refuse it and return to sender. I call back and advise them that we refused the package cause they sent the wrong item. Well when we get it back we'll send you the right one... 4 days later I call... still haven't received it back and they won't send anything till that happens. Ok this is ###ed... I call the Kingston Store and get the run around... manager on days off no idea. need to bring it in etc etc etc... Now this is 6000.00 of equipment and they won't ship??? I bought a freakin HP laptop at WALMART for when I travel simply to be able to use messenger to talk to my family and THEY sent me a box fixed my unit and sent it back within 3 days during the same time period! Anyhow I digress... I get a call on last saturday almost three weeks into this crap and its "supposedly" the manager from MDG in kingston... dunno what we can do was a head office issue blah blah blah... Ok you need to hear me Mr. Manager, I WILL go to the BBB AND the Media if this isn't resolved by monday. "Nothing I can do for you etc etc". Hangs up. Now I am steaming mad sitting at my store having just endured some of the worst customer service over the last almost three weeks and a "manager" tells me suck it up and deal with Main Office... Suddenly an hour and a half later i get a call... Oh the item was shipped out thursday (this is on saturday) from the warehouse and gives me some tracking number... I go to UPS (cause thats who brought the first WRONG power adaptor) and guess what... FAKE!!! No such tracking number... So Tuesday (monday was a holiday) my partner calls MDG head Office... no such tracking number and it was supposedly sent via canada post. Today UPS pulls up and delivers a box to our store. My son signs for it... its brought home and I look at it and immediately state (wait for it) "Its the WRONG FREAKIN ONE AGAIN". Can people at this company NOT look at the records and make SURE the right damn part is sent??? So I call again and I am "tryinbg" to be pleasant... 4 phone transfers later I get someone claiming to be a technical support manager but "oh the warehouse is closed so I don't know if we have a power adaptor" and they want us to send in the NOTEBOOK for them to match the adaptor up... ok... lets see... why not send us a box for the BROKEN ONE and then make sure it matches that and send the NEW ONE to us????? They do not NEED the notebook! it was working fine till the battery completely died! Just send us the damn adaptor. At this point I am preparing to go to the media because the delays, excuses, poor service, condescending attitudes and rudeness are not WORTH my money. We "had" recommended MDG to others... NEVER again! In fact my partner is so disgusted with them if it were not for the fact this was a 2200.00 machine she'd throw it out and turn to dell or ANYONE else. Personally I do not believe this will be resolved any time soon as I could tell i was simply being placated. We'll see what occurs within the next 48 hours. Monday May 28th if we have not gotten this resolved with some sort of apology "at a minimum" I guess I will have no choice but to go to the BBB and the media. I will not accept two or three day waits and the wrong parts any more either. If they want to impress me they need to load their own tech with one of every power supply and send him down in a car and resolve this. Again I have to look at the example given by HP for a 700.00 notebook and they went above and beyond! MDG you really need to have someone a) teach your tech support people not to be condescending and rude b) make sure your warehouse sends the right parts when sending parts and c) get a better WARRANTY program that INCLUDES services as HP does. If you want to compete and be compared to them as a leader then you need to start doing business "better". you have my name, you have my email. If you check my name the one in Trenton Ontario is the one you want... The clock is ticking. Up to you how this goes. For me its done and I am prepared to move on this as a consumer that recognizes my rights in Canada and specifically Ontario with respect to poor service and shoddy warranty.
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