MicronPC - Problems with Trek 2 Notebook computer and Transport ZX Notebook

December 29, 2001:

From:

RE: MicronPC - Problems with Trek 2 Notebook computer and Transport ZX Notebook

Complaint against MicronPC of Nampa, Idaho.

Problems with Trek 2 Notebook computer and Transport ZX Notebook Computer

Complaint against customer service which does not seem to be on top of information to help a customer.

I purchased a Trek 2 Notebook computer in October of 1999. Exactly 1 year and 1 day after the day I received my computer, it failed. MicronPC initially refused to honor it's warranty because my computer was out of warranty by one day.

Outrageous as it was to me, it was not neccessarily a problem because MasterCard which I used to purchase the computer duplicated my warranty and was willing to cover it.

After having to speak with supervisors, etc. MicronPC agreed to bring my computer in to assess it

They immediately sent it back to me supposedly repaired. This scenario went on for another 6 weeks with my notebook computer in and out of MicronPC's repair facility 4 times.

Despite the fact that MasterCard was willing to issue me a check to cover the cost of the notebook computer MicronPC refused to issue me the letter I needed confirming they could not repair my notebook computer.

Finally in December, after a chance phone call answered by a Micron executive, a decision was made to

replace my Trek 2 notebook computer with a new Transport ZX.

Now after a little less than a year, my Transport ZX has failed. MicronPC refused to stand behind it for warranty stating that the ZX fulfilled it's warranty obligation of the Trek 2. My position is that the replacement ZX failed within a year so MicronPC should stand behind it.

They refused and furthermore insisted that I spend $150 to send it to their repair facility for analysis.

Outraged, I initially refused. I found a local repair shop who assesed my ZX's problem with no intial payment requirement. They diagnosed a video controller card problem.

They also stated which a phone call by me to Micron's Technical Support Dept confirmed is that Micron PC does not makes it parts available to independent shops.

I am forced to send my machine in to MicronPC.

To do this, it does not cost the $150, but it costs the $150 plus a minimum repair authorization of at least $295.

MicronPC's customer service did not initially relay this information to me.

Once in the repair facility, Micron PC has held up repair of my machine because they incorrectly brought my ZX in as the Trek 2.

My complaint about MicronPC is about their integrity as a company and are they they intentionally configuring their computers to fail within a years time in order to earn warranty dollars.

It seems to me that a $2025 computer ought to have a life of more than one year

Myron Lewis