Complaints

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MY COMPUTER WORKS charges about $120 to fix computer problems by phone for an unlimited extent of time. I paid for this service around a year or 2 ago, can't remember exact date. I received excellent service for a computer problem then, called them with a difficult problem about a month or so, & again they started working on solving this prblem with me, by phone with friendly, great expertise---at first. But the problem was too complicated for them to finish quickly. They worked on it for several days with difficulty, finally setting up an appointment time for us to confer. Unfortunately in the interem I got very sick with Covid---I was laid up in bed with this illness for about 3 weeks. I couldn't remember the appointment & was in no condition to deal with PC problem anyways. When I began to recover, I checked my voice mail & saw that they had diligently called me several times when I was very sick. Here begins my complaint: when I began to recover I called them back over & over but never got any response. This has gone on for several weeks. It's like they've given up on me & refuse to respond. Access to many sites on PC is impossible because Gmail is shut down for me & really messed up. 1 of the techs told me by phone message that he had almost solved the issue with ***** access & just needed to work with me to finish. But now that I've recovered enough to call them back, they seem to have dropped me & refuse to call me, even for a short explanation why they won't or can't, respond-- It's unprofessional & irresonsible to refuse to call me. I can't believe they have no time respond to my calls. I'm stuck now with a largely unusable PC. I think they have a resposibility to finish the work. What I need from MCW is simply for them to call me back & let's finsh the job. But after many calls from me explaining my circumstances, they refuse to respond. I would like BBB to help make MCW finish their work.. Very simple, I would think. But now I'm stuck completely.

  

  Business response

  07/12/2024

  ********************,

  We appreciate your response and business over the last two years.  In reviewing your account, some of the information you have provided is not accurate.  In terms of My Computer Works not calling you back, our records indicate we attempted to call back on the following dates:  6/3, 6/10, 6/13, 6/17 & 6/28, 7/2 & 7/9 with no answer.  We utilize the phone number associated with your account.  I'm not sure if you have blocked our dedicated Tech. line or if you are unable to see missed calls?  In addition, the fee that you referenced is not accurate as you have a monthly fee for on-going unlimited IT support.  

  My Computer Works strives to provide the highest levels of service possible, and we take all customer feedback seriously and learn from that feedback.  In terms of next steps, a representative from our company will be contacting you regarding your concerns and we look forward to resolving your issues.  Thank You.

  Customer response

  07/19/2024

  this is 3rd time Ive filed same complaint with this business---when I do, they've called me several times in response----problem has been my old phone, which was damaged, never sounded a ring tone to me, & sent their calls straight to my phone mssge section & it was only hours later that their message showed up on my phone, at which time I called them but got no call later from them because, they say, they are busy with other customers---but for days & days? I've purchased new phone which works & have told them so, but basicly have received no calls backfrom them. this not a bad company---perhaps they are frustrated & have given up on me but I'm frustrated too--have reached some kind of business rep who has assured me their techs will call me later that day, but they never do. it's been 5 to 6 days now that I've called early to be put on their que, but never received a reply. i believe now they are acting in bad faith & have no intention of ever calling back to work with me on fixing the problem with my computer. I do need their help, as there are so many sites that require me to sign in & provide my gmail user name which I can't remember & have found it impossible to retrieve. this is what they promised me to fix. I think they're reneging, are now lying to, & playing games with me to get rid of me--which is insulting & dishonest.----if BBB has kept my files, you will find more background info & historyl

  

  Business response

  07/19/2024

  Dear ********************,

  We attempted to call you 3 X on 7/18/24 and this was within an hour of your live discussion with a representative from My Computer Works.  In addition, the ** of the company also called your mobile phone number and left you a message regarding our Techs attempting to get a hold of you.  I'm confident, you are having phone challenges. In terms of next steps, please respond to the vm and email that have been sent to you asap.  We absolutely can help you with your computer issues but you must answer the phone so our Techs can then assist you remotely.  Please give our customer service department a call, Tel. ************ (Click on #2).  Thank You. 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was charged $99.95 before I could receive any help with my computer. When I called on 9/5/23 to request help with my computer the company never called me back after 2 messages. Told me on 9/18/23 that I will not be getting a refund.

  

  Business response

  09/19/2023

  It's unfortunate that you experienced these circumstances with My Computer Works.  We have been in business for over 18 years and have established a great reputation.  Like any company, we strive our best to provide the highest level of service possible.  Management spoke to ***** on 9/18 and then responded with an email addressing her concerns.  In addition, on 9/19 provided her with an email informing her that we would be providing her with a reimbursement.  If she has any further questions or concerns, please have her reach out to us directly.  Thank you.  

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted My Computer Works, *** to handle a simple computer repair, which they were unsuccessful doing. Yet I was was still charged for the attempt. Hard drive crashed and they said they could fix the issue but did not.I was charged a discounted rate for not fixing it of $157.00, I BELEIVE THIS IS HAPPENING BECAUSE I AM BLACK AND LOW INCOME.However this is where the problem lies. Now that they have my credit card information they continued to charge my $39.95 each month since *** 2023 after the failed attempt. I contacted them by phone and no help, I called my bank and they did not help, so I had to completely close the account and card.

  

  Business response

  03/13/2023

  To Whom it May Concern,

  My Computer Works has been in business for 18 years and has thousands of customers who consistently and repeatedly provide very positive customer feedback pertaining to our services.  It is unfortunate that you feel the way you do as there is no factual information to collaborate your frustrations.  Based on the records that we have, on 12/29/22 you agreed to have a tech. come out to your residence for IT Support.  That fee was $157 for ON-SITE Tech. support that had already been reduce from the standard price of $267.  When the tech. arrived at your location, it was discovered that your computer had a bad hard-drive issue and it was recommended that you purchase a new computer.  In addition, at that time you also agreed to a membership for $39.95.  Per your request, we agreed to provide you with assistance to purchase a new computer.  In reviewing your billing history, I see you had been billed on 2/28 for the monthly membership.  We will be reimbursing you for this charge (You will see this 2-3 business days).  We have also cancelled your account and consider this matter closed.  

  Sincerely,

   

  My Computer Works, Inc. 

  Customer response

  03/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called to inquire about a subscription for tech support service from MCW for 2 laptops 1 tablet. ****** J said no extra charge for tablets and cell phones as the services are included. When I disclosed the brand of laptops and tablet which is a Surface Pro, he said it was considered a computer not a tablet. A few seconds later in the same conversation, he said his technician whispered to him that Surface Pro was a tablet not a computer. Hence, for my subscription he charged me for 2 computers only. He never put anything in writing. Within seconds, I was notified by my credit card of the charges for a set up fee and monthly service fee of 2 computers. Since he said the Surface Pro was free, I did not insist to have anything in writing for clarification purposes. When I called a week later to have the Surface Pro serviced, the then technician said it was considered a computer. Said technician proceeded to remove one of my laptops from the subscription and replaced it with this tablet. Now one of my laptops has been excluded from the subscription. BAIT AND SWITCH is an illegal tactic and is fraudulent. MCW should make good its initial promise to include the tablet for free since that was what **************** told me before I signed up for MCW service. Before charging my credit card, **************** should have sent me a break down of the charges before charging my credit card. That way, there would have been no misunderstanding whatsoever. His tactic has shaken my confidence in MCW.

  

  Business response

  03/02/2022

  ******,

   

  My name is *****************************. I am the General Manager of ******** Services for My Computer Works. I have taken a look into your complaint and your account details. I would like to confirm that you will be allowed to use our service on all 3 devices while paying for two. **** had a misunderstanding of what you meant by a tablet on your initial call. We do not charge extra for tablet service when it runs on a mobile Operating system. For example, an iPad runs iOS, same Operating System as the iPhone. A ******* Galaxy tablet runs on ******* Operating System, same as an ******* Smart Phone. A ********* Surface Pro has the same physical properties as a iPad or ******* mobile tablet, however, because it runs on Windows Operating System, it has much higher capablilties, the same that a laptop or desktop would have. This is where the misunderstanding lies.

   

  I hope you understand that this was a technical miscommunication and NOT an intention grab for more money. You have my word that we will support all 3 devices at the price of two, like was originally promised. If you have any issues going forward with our service you can call me directly. My number is **********.

   

  I hope this helps you out. I am sorry for the confusion. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩