MDG Computers

To Whom It May Concern,

I have recently been informed by MDG my laptop that I purchased was not covered under warranty because the computer had physical damage. I am really not happy. I am an above average user with computers and have worked professionally with many laptops for the past 10 years. This computer was never physically damaged in any way.

Here is what happened:

After trying to use the card reader once... it didn't work, I wasn't terribly worried, but did mention it on one call to support. I tried to reinstall the drivers, etc but it just wasn't working. I never saw it work. I have been informed by the technician at the store that the pins were bent and I would have to assume I am guilty of that as the box was brand new when I purchased it. No big deal.

However, the machine always ran a bit hot. I figured it was from the P4 CPU. I know with the extra power comes more heat. It seemed to get very hot near the power connection to the PC and I was not sure if the CPU was located there or not?. After about 8 or 9 months I started to notice the screen would flicker and the battery light would come on for just an instant (usually a sign that the power is unplugged). This problem quickly escalated to the point where if you plugged in the adapter it would just go on and off it now seemed to getting very hot. At one point just a few weeks ago, I was almost burnt when I touched the power supply attempting to unplug the adapter, it was burning hot and was actually showing signs it was going to catch fire. I called support to report the problem and only used the computer a few more times to backup my data and get it ready for return.

I honestly think the power unit was defective. If you look at the power cord it is clearly BURNT. I never dropped it and used it in any way that would void a warranty for regular use. My wife is shocked that we are having this experience. I really hope that we can resolve this and move forward. If you have any questions regarding this please do not hesitate to contact me.

A week or two earlier first reports to MDG service that there is a serious problem with the laptop and it is burning hot and the power supply is starting to fail. Customer service tells me to take it to a service depot for repair. After backing up data and programs the laptop is dropped off at the store where I purchased it.

August 4th - Dropped off laptop for service at MDG

August 17th -Called Store regarding status - Store had no idea where my laptop was and someone was to call me back

August 22nd -Phone Call returned 5 days later to tell me no warranty

August 22nd -Called MDG and was told to write and escalation letter

August 22nd Sent Escalation Email Regarding Laptop

August 28th - Sent second email regarding the status of my computer

August 28th Recieve First phone call from MDG regarding my computer and escalation. He basically tells me the same thing I have been told at the store level regardless of my escalation. He tells me to call the store for the status and I refuse. I ask him to call the store and deal with it. I dropped my laptop off for service and I want it back fixed. (half way through this conversation he happens to meniton this call is being recorded? Legal? We will see. I request a copy and I am denied as this is property of MDG.)

August 28th - I called the store and was told to again call head office

August 28th - I received an email from head office regarding my escalation telling me to contact the store

August 28th - I phoned the store and told the manager would discuss this with today around 5pm - No phone call received

Its August 29th, no phone call no laptop. This is the award winning MDG support.