MDG Computers - Newmarket, Ontario / Manufacturer's defect, warranty not covered
Purchased a computer from the Newmarket MDG computer store on May 17, 2006. I went there to buy a computer that they has advertised in the newspaper ads, but when I got there found out that Internet ready doesn't mean that the hardware to access the Internet is included in the computer. I was pushed by the salesman to purchase a different system that would be better for my small business. I was in a panic because my old system I had at home, the monitor crashed and my system was old and so didn't want to just buy a new monitor, thought I would get a better deal if I purchased a whole new system. But this created a problem for my small business if I didn't return home with a computer that day. I didn't have any issues with the computer for a few months but then started to notice a flicker in my new monitor. This went on for days, not always flickering but at time it got so bad that looking at the screen would make my stomach roll.
I started my computer one day September 19/06 ( 4 months after purchase) and it just wouldn't start. There was no way to even get into safe mode. I called the phone number for tech support and he confirmed that this was a hardware issue and that I needed to return the system to the store I purchased it at. I called the Newmarket store around 12:30 PM to get some information about what I needed to bring with me to get warranty service for the computer, but didn't hear back from them until after 5 PM at which point I was not there to talk to them. I called the next day over an over starting at 8:30 AM only getting tier answering machine. I left numerous messages, but was not called back by them so I packed up the computer and drove to their store. I took the computer in and was refused warranty service because there was a sticker missing on the back of the computer. I explained that the sticker is missing because I followed their instructions to make sure that the computer was not damaged by dust and to "inspect and clean" the computer every 6 to 8 weeks. The warranty information on the desktop of my computer said " physical hardware damage and/or damage caused by DUST build-up is NOT a manufacturer's defect, and not covered under warranty."
They refused to honor the warranty because I followed their instructions to inspect and clean the computer from dust that was outlined in their congratulations letter given to me when I purchased the computer.
I returned home with the computer and called MDG head office. I told them I wanted my computer fixed and that the Newmarket store refused to honor the warranty. I also wanted to file a complaint about the Newmarket store. I was told that I would be put through to tech support but I explained that I had already spoke to tech support and was told to take it to the store. I asked to speak to a supervisor but was told that no one was there that I could talk to. I asked for the CEO's name and number was was refused that information. I was told that I would have to e-mail the complaint to MDG, and at this point I lost it.. HOW CAN I E-MAIL IF MY COMPUTER WILL NOT EVEN BOOT UP?? The gal on the phone thought this funny and giggled "oh yeah". I asked her for her name was told it was Stephanie, I asked for her last name and was refused. I asked for her supervisors name and was refused. I ended the call knowing that I wasn't going to get anywhere talking to her.
I was now without a computer and unable to run my business because of my MDG computer issues.
I called another computer tech and took my computer in to see what was wrong with it. It was the motherboard. He replaced the motherboard, the computer worked for about a week, but I was still having other issues. He explained that sometimes hardware conflicts with other hardware. I had at least got my computer working long enough to make sure that I had a up to date backup of my files, but I would be working and the computer would just shut itself off. I would have to save all my work every few minutes to make sure I didn't lose anything, but there was no guarantee that the computer was going to start again. Sometimes it would take 5 or 6 boots to get it to start. I took it back to the tech and he reformatted the computer to make sure it was not a software issue, but there wasn't any improvement. He was going to take the computer back in and find out what was wrong with it but I had already starting paying for computer repairs on a computer that should have been under warranty and I wasn't going to and couldn't afford to sink any more money into this BAD purchase.
How did I solve this problem? I purchased another computer, and I must say, that for $100 more I purchased a system that is double the ram,1 gig compared to the 512 Mb MDG , is an AMD 3500 as compared to the MDG Celeron 3.06 gz, a 160 gig hard drive compared to the 80 gig MDG, 18x DVD-RW compared to the MDG 16x dvd rw, has a separate graphics card compared to onboard video from MDG, a 19" LCD compared to the 17" LCD monitor from MDG, and on and on I could go , but also I now have 2 years parts and labor on the new system, and that is far better than the warranty refusal that I received from MDG. I was actually shown the guts of the NEW computer when I purchased it.
So I now have this MDG black box. I call it the black box because it looks like a computer but sure doesn't work like one. I couldn't even sell this piece of junk if I wanted to but really, I don't have the heart to try to sell it to someone and put them through the computer troubles that would lay ahead. I have more honor than MDG does. I am taking MDG TO COURT. It is the only way to deal with these people.
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