A copy of a letter that I sent to all relevant parties.
December 10, 2001
To Whom It May Concern:
I first saw an AsSeenOnTVPC infomercial for a computer with an AMD processor. The feature that caught my attention was the All In Wonder 128 PRO Video card that came with the computer. You could watch TV on your computer, digitally record programs, edit them, and use your TV as a monitor with this video card. Everything was perfect about this computer, in my opinion, except it didn’t have a Pentium Processor. After seeing the infomercial, a couple days later, I went on their web site and saw they now offered a similar system with the Pentium IV processor. On May 12th, 2001, I called AsSeenOnTVPC and placed an order for their Pentium IV system. Later that day, I was excited and showed my family the computer I just purchased. When I looked at the specs for the Pentium IV system, I realized they didn’t have the same video card listed as they did for the AMD Processor computer. Later that evening, I called AsSeenOnTVPC and asked if this video card (the 32MB TNT2 M64 4X AGP VGA Card with TV out) did all the same things the (All In Wonder) video card did on the infomercial I saw for the AMD processor. The man that answered the phone told me yes, this video card does all of the same things. I decided to keep the order and awaited the arrival of my new computer.
On May 21, 2001 my monitor, printer, and scanner arrived. On May 24, 2001 my hard drive arrived. I tried to plug everything in and I realized I didn’t have a place to plug in the joystick that came with my computer and my A: drive was not working. I called up Systemax (the computer manufacturer) and told them I didn’t have a place to plug in the joystick and the A: drive didn’t work. They told me to send the computer in for repairs. They told me it would only take about a week and they would install the correct card for the joystick.
I continued to try and setup the rest of the computer. Then I realized the video card didn’t have a place to plug in my cable television so I could do all of the editing. When I called Systemax they told me the video card that came with my system didn’t have a tuner in feature and it wasn’t the same as the All In Wonder video card. I asked them if I could get the All In Wonder Video card installed since I had to return the computer for repairs anyway. I said I was willing to pay the difference but I just wanted the video card with the tuner in feature. The technical support representative at Systemax said I had to call AsSeenOnTVPC because they had to give Systemax the specifications on the computer before they could make any changes.
I called AsSeenOnTVPC and told them I wanted to change the video card in my computer and I was willing to pay for the difference. I told them I already had to send the computer back for repairs so it shouldn’t be a big problem. I was told, they couldn’t change the video cards because the computers they sell are configured a certain way to give the best price and the computer I bought didn’t come with the All in Wonder video card. I then asked to speak to his supervisor but he told me there aren’t any supervisors there at night. He said I needed to call back between 9am and 5pm E.T. if I wanted to speak to a supervisor.
The next day, I called AsSeenOnTVPC and asked to speak to a supervisor and the person who answered the phone told me his supervisor was not there. I told him I wanted to change video cards and I was willing to pay for the difference. He told me I couldn’t change video cards. When I explained to him I called to double check that I was getting the right video card and I was given incorrect information, he told me, that is why they have infomercials so you know what your computer is equipped with. I told him I saw the upgraded system on the Internet and didn’t see the new infomercial. He then put me on hold for a few minutes and came back and said his supervisor said he could sell me the All In Wonder video card at cost, but I couldn’t trade it in. However, if I installed a new video card, my warranty would no longer be in effect because the computer didn’t have the original specifications. At this point I was furious, I called to specifically talk to a supervisor and this guy told me his supervisor wasn’t in and then he puts me on hold and says his supervisor said he could sell me the video card. I then asked whom I could speak with in order to return the computer. After thinking about it, I realized I wouldn’t be able to get a computer with the same specification for the same price so I decided to keep it even though it didn’t have the video card I wanted.
I got a return label in the mail around June 1, 2001 and returned the computer to Systemax for repairs. I was shocked when I didn’t get the computer back for close to 3 weeks, shipped from Systemax on June 18, 2001. When I got the computer back, it did have a new card in the back so I could plug in the joystick, but the A: drive still didn’t work. I called up Systemax Technical Support once again and told them my A: drive still didn’t work. They had me take the computer apart and it turns out, not only did they send the computer to me once, but twice without plugging in the A: drive. I plugged in the power cord to the A: drive inside the computer and it worked.
A couple of weeks went by and my modem stopped working. Once again, I call Systemax Technical Support and this time I asked them to send someone out to my house with a new modem. On August 6, 2001 a woman came to the house and installed my new modem and the computer was working once again.
Then a couple of weeks later, my computer totally crashed. I couldn’t start it up in Safe Mode and I couldn’t get anything to work. I called Systemax Technical Support and they said it was a software issue and I only had software support for 90 days and my 90 days were up. They wanted to charge me approximately $40 for each half-hour they helped me. I refused to pay $40 and instead figured out on my own how to do a factory restore on my computer. I did the factory restore and a couple days later, my computer crashed again. This time, I called Systemax Technical Support and told them I did the factory restore and my computer was still crashing. They told me to do a hardware diagnostic test and to call back when it was done running because it could take up to 6 hours for the test to complete.
I ran the test and called back the next day and told them the hard drive tests had failed on my computer. They told me I had a bad hard drive and they would send someone out to replace my hard drive. On Friday, November 9, 2001, a man came to repair my hard drive. He took the old hard drive out of my system and put the new hard drive in and tried to put my operating system on it. As he was working, I said to him “well your going to copy all of my old files from my hard drive onto the new one right?” and he told me “all of those files are gone, didn’t they tell you that?” I told him Systemax did not tell me all of those files are gone. I knew the files could not just disappear off my hard drive. I asked him if I could take the old hard drive and plug it into my brother’s computer (in the next room) so I could back up all of my files. He told me no because he might have to put the old hard drive back in the computer. I waited for him to finish with the new hard drive but he couldn’t get the Recovery CD-ROM that came with the computer to work in order to put the operating system (WINDOWS ME) on my computer. He then proceeded to format the new hard drive he installed and he called his company’s tech support number. He was on hold with his tech support company for about 45 minutes while my 60-gigabyte hard drive was formatting. When he was on the phone they told him I should have a restore CD, which I didn’t. I explained to them that I only had an ULTRA Recovery CD-ROM and a Systemax Driver CD-ROM. They tried to transfer the repairman over to Systemax, but they had him on hold so he hung up. The repairman told me his job was to make sure the hardware works, which it did, so I had to call Systemax in order for them to tell me how to load the operating system. I asked him one more time if I could backup my original hard drive and he said no. “Why, what do you have on the hard drive?” (implying I had inappropriate material on my hard drive) and I told him I had a lot of files on there that I needed. But he wouldn’t let me back anything up and took my old hard drive and left me with a blank hard drive I couldn’t do anything with until I called Systemax to get it fixed.
After he left, I called Systemax Technical Support and explained to them what happened. They had me put in the Recovery CD-ROM and when I got the same error, they told me it must be my motherboard or CD-ROM that isn’t working properly and I needed to return the computer for repairs. Sean from Systemax Technical Support gave me a Return Authorization Number and transferred me to a number that would give me return information. I got transferred and they tell me I need to return the computer to:
Systemax Manufacturing
6930 Route 36E
Fletcher, OH 45326
Postage prepaid. Now that just drove me over the edge. With all the problems I had with this computer and now they want me to pay to ship it to them for repairs. I decided I had enough with Systemax and their computer and I wanted to return it for a refund.
I called AsSeenOnTVPC and told them I wanted to return the computer and I explained to them everything. I told them I didn’t have the computer for more than 30 days straight without there being a problem. The gentleman I spoke with said I had a great case but AsSeenOnTVPC couldn’t help me because I had the computer for more than 30 days. But he did suggest I call Systemax and tell them about the problems I had and I wanted to return the computer. If I had any problems, he told me to tell them I would contact a lawyer. I asked him what number I should call because whenever I try to call Systemax Technical Support I am on hold anywhere from 30 minutes to 2 hours. He said from 8am to 8pm E.T. if I didn’t enter a Serial Number when prompted; I would get transferred immediately.
I took his advice and didn’t enter a serial number and the phone was answered quickly by a customer service representative named Kathy. I told Kathy I wanted to return my computer and she said she had to transfer me to technical support so they could document this.
I was on hold for another hour before Technical Support answered my call. When they did answer the phone, I told the gentleman I wanted to return my computer. His response was I just went over his head and he had to transfer me to his supervisor. I gave him my serial number that showed all my problems and he said he would get his supervisor and to hold on because he had to go upstairs. I was on hold for another 30 minutes when Phil, his supervisor, answered the phone. I told him about all of the problems I had with the computer and I wanted to return it for a refund. He offered to pay for the shipping of the computer for the repairs, but I explained to him it was too little too late. This was the straw that broke the camel’s back. He told me there was nothing more he could do but he would transfer me to the voicemail of his boss and she would contact me on Monday. I left a message for Kelly McMullon to call me back on Monday and I gave her my case, which was what Phil recorded of all the problems I had with the computer.
Kelly McMullon called me back on Monday, November 12, 2001 and explained to me they could repair my computer but they couldn’t issue me a refund because they are not the ones who charged my credit card. I could only get a refund from Tiger Direct (AsSeenOnTVPC) since they are the ones who sold me my computer.
Now I have done a complete circle and no one can help me or offers to compensate me for the troubles I had with my computer.
I tried one last time to contact AsSeenOnTVPC on Saturday, November 17, 2001. I called their Customer Service number and spoke with Romel. I told him I wanted to return my computer and he asked why. I told him about all of the problems I had with it. He was quite mad the technician came to my house left without making sure my computer was working and he didn’t install the operating system. He asked me if I had a Windows ME CD and I explained to him I only had 2 CDs. I told him I already tried to call tech support at Systemax and they told me I had to return the computer for repairs. I explained to him I was fed up with Systemax and their computer and I just wanted to return my computer. Romel said he would talk to his supervisor but before he did he asked if I wanted a new computer and if this one didn’t work, I could return it. I explained to him that I really just wanted a refund because I don’t have any confidence in Systemax’s computers. Romel went to talk to his supervisor and came back on the phone and said I couldn’t get a refund because my computer was over 30 days old. I asked if I could talk to his supervisor and he transferred me to Javier Bellon. I told Javier I wanted to return my computer and he told me I couldn’t because I had it for over 30 days. When I explained to him I haven’t had the computer for 30 days in which it has worked properly he only said I could return it to Systemax for repairs but there was no way he would issue me a refund. When I asked him why then did Romel offer to send me a new computer, he told me Romel was new and he wasn’t aware of the 30-day policy. At this point, I started to get a little annoyed and asked why his employees weren’t trained properly and he said he should have been. I knew I was obviously not going to get any help from Javier so I asked for his supervisor and he told me his manager was Mr. Tony Jones.
I haven’t had any luck dealing with either Systemax or AsSeenOnTVPC and I have been treated unfairly. I understand AsSeenOnTVPC has a 30-day money back policy so someone doesn’t buy a computer and then decides to return it 6 months later. However, I think under extenuating circumstances they should at least try to compensate me for all the problems I had with their computer. If this were the first problem I had with the computer, I would understand why they wouldn't issue me a refund and I would send the computer in for repairs. However, neither Systemax nor AsSeenOnTVPC are taking responsibility for the computer they sold me and the problems I had. I have been transferred back and forth between the two companies and no one seems to know what the policies are. I would greatly appreciate your help with resolving this issue. My credit card was charged on three different dates for the total cost of this computer.
I would be satisfied if my credit card was credited for the full amount and I was able to return the computer to Systemax and/or AsSeenOnTVPC.
Sincerely,
AKH