MDG Computers

MDG Computers Oakville

I purchased the system at Upper James Store in Hamilton

To whom it may concern, Customer Service

I am writing you today looking for a response on the return of a computer system I purchased from your Hamilton Mountain store. I have been very unhappy with the customer service I have received from this store. I purchased the computer on December 3rd of 2005. Initially when I went in I had told and the sales person what it was I wanted to use the computer for and was the system I was inquiring about adequate for the job, they assured me it was. It turns out the free upgrades aren't what I was expecting, a stand alone video card is better than an integrated video card, the upgrade was the integrated card, well to me that's not an upgrade so I feel I was misled in this matter. I was upgraded to get a bigger monitor, the monitor turned out to be a TV with no SVGA inputs on it, unusable for a computer. I had to return this after getting it home and was not pleased with having to do so, the sales guys said "They didn't know". How is it you can sell something and not know what it is you're selling. I was very disappointed and I hadn't even had the computer a day. I was also supposed to receive a microsoft gamming bundle free with the purchase of the system they were out of stock and would call me when the new shipment arrived. Six months pass and I haven't heard from the store about the gamming bundle. A few days before June 8th my power supply went on the computer without cause I had to take it in to be repaired. The Upper James Store couldn't fix the computer and I had to take it to the Centenial Parkway store across town to be fixed 15kms or more out of the way. The Upper James store on this date still didn't have the gamming bundle to give me. While at the Centenial store I asked them if they had the bundle and they did, not only did I have to wait 6 months to receive it, I didn't get a phone call to notify me that they had been restocked but I had to travel across the city to get it from another store. I have never experienced such poor service before this day. Two days after the power supply was replaced the hard drive went, now I am very upset. I took the computer into the Upper James store again and asked for a refund, they told me I had the computer too long and they were only required to fix it. I wasn't happy with this response and asked to speak to head office. I contacted your customer service and they said they couldn't do anything the stores are franchises and I would have to send an email to Email User which leads me to you. I've sat without a computer losing income from it and haven't been able to take it into the store because of the stores hours and my work schedule, you see I start before the store opens and finish most days after the store closes so it has been difficult to bring the computer in for repairs. I was finally able to bring the computer in on my holidays on June 26th that was a Monday they said the computer would be ready Wednesday. 5 o'clock Wednesday comes and I had yet to hear from the store as to whether or not the computer was ready, I called and they said"That's funny you haven't been called?" I wouldn't be calling if I had been called. "Well its ready." This was the icing on the cake I have received nothing but the run around from this store and their unprofessional manner is not appreciated. They've given me the excuse that I'm a victim of technology and so I shouldn't be upset about such. Well its not just a technology its the service level I have received from this store, and its not an isolated incident, my Uncle has been given the same run around from this store. His hard drive went 6 months or so after his date of purchase and is not happy with the Upper James Store. People have said MDG is the DELL of Canada I have yet to see the comparison. I have since purchased a new computer to get the work done I need, for you see since the repair of my system the computer hasn't been operating optimally and I am afraid of installing my graphic software to use fearing it will be too much on the computer now. I was willing to deal with the lack of service so long as the computer worked and did what I wanted it to, that now is no the case and I am asking for a full refund and I am willing to loose the 15% restocking fee. I just want my money back and not have to deal with this store anymore. I don't think a $2000.00 dollar computer should be repaired this early in its operation. I haven't had any problems with my MAC and I payed a third of the price. Overall I'm very disappointed in the MDG experience and just wish to cut my losses and move on. I look forward to your prompt reply that will satisfy my displeasure with your company.

Thank you and Regards

Paul Allen

Further more since trying to email this messagae it has been bounced back to my email address numerous times. I've tried calling and have left messages with your Customer Service/ Tech Support Manager Chris Reid and to no avail has anyone returned my messages. My next step is taking my complaint to the BBB. I hope someone cares enough about customer service in this company to reply back to me.

Again thank you and regards

Paul Allen

I again called the company and only spoke to a machine, nobody has called me back. This Problem is continuos and unprofessional. I am not very happy what so ever with the MDG experience.