Complaints.com

From: Message Author
Date: Saturday, 30-Sep-06 00:24:47 CDT

Business Info

Monarch Computer Systems

Tucker, Georgia

 

On April 5, 2006, I ordered over the Internet a computer from Monarch. After being assured that everything I ordered was in stock, I eagerly awaited for my computer.

 

About one month later, it finally arrived, despite being told that this particular machine would be sent within two weeks. When I plugged the computer in, it didn't work. When I called Monarch, they told me to open the case and make sure all the connectors were plugged in. Hmm, is that really what a consumer has to do? I did that, and then discovered that my video card has a plastic wrap over the cooling fan. This should have been removed before shipping. Yes, if I had ran the computer, the video card would have probably overheated and been damaged.

 

When I finally turned on the computer, I discovered that someone installed Linux on the computer. When I called about that they said that they were sorry, and that someone made an error. Also, I reported that the computer screen would turn blank after a minute of operation. They told me to ship it back, and I did (they paid for shipping).

 

About a week later, after I tried unsuccessfully to contact them twice, I finally got through. They told me that they were replacing the motherboard and video card, and that all should be well in two weeks. Well, two weeks went by, then three. I tried to contact them on many occasions, but they don't return phone calls very often, if at all. At least my e-mails were usuallly returned. I told them that I really needed this computer, and that I would have to get a replacement soon. They assured me that my computer would be on the way within a week.

 

Well, after nine weeks went by, with barely any communication with the company, I had to buy a computer. I told my credit card company to remove the charge from my credit card. Yes, I forgot to mention that they have close to $1400.00 of my money during this time. I then called Monarch and told them to keep the computer, as I had to buy a replacement now.

 

Things went wrong. They sent me the computer, and someone at my house signed for it, not knowing the situation. Of course, the charge was reinstated on my card! I didn't want this machine, and no one at Monarch cared. They had their money again, and that was that. Well, I turned on the machine and tried to install my operating system on the computer. It wouldn't take. I then called Monarch and rehashed the whole story. The technician told me that my store-brought version of Windows would not work, and that I had to pay $165 for their version of Windows to be installed!!! Nowhere in their advertising on the web did it say that I had to use their operation system version of Windows!!! On top of that, the tech told me that the drivers on the newly installed motherboard were out of date and had to be updated. Since the computer needed an operating system to work, and I didn't have one on the computer, it would have been quite a trick for me to do that. And why should I have to do that anyway? Shouldn't the company have done that? Is this what $1400 dollars buys these days? Also, I found out that even though they put on the wrong operating system the first time, then removed it, they never credited me for the price of the wrong operating system. If they did eventually credit this item, they never told me.

 

Here is a quick synopsis of this disaster:

 

* Paid in full on April 5, 2006 for a computer system.

* Received such system almost five weeks later.

* The system did not work, and in any event was not properly set up as ordered.

* Despite numerous calls to the company, rarely had anything resembling customer service.

* After nine weeks, told them to keep their computer and that I was disputing the charge, since I could no longer afford to wait for then to fix the machine. I had to buy another computer. It does not take nine weeks to replace a few parts and put on a working operating system, or at least make sure that mine would work.

* They sent it back anyway.

* It still didn’t work anyway.

* Now, I sent it back.

I would never have taken things this far if they would have kept in touch with me, or offered any type of compensation for the misery and costs they put me through. Even though I don’t need the computer, I would have kept it if they acted kindly and put on an operating system for me at no charge. Yet, they blindly stick to the company policy while acknowledging that fact that was, in a word, screwed. This is sad. I will have no further dealings with this company other than legal.

 

Kenneth P. Walker

Email User