[ale] How NOT to buy/sell a computer.

Greg runman at speedfactory.net
Sun Feb 1 17:06:15 EST 2004

I had the exact opposite experience in the Marietta store on Powers Ferry.
A mobo/power supply/case for $99.00 that I bought had no coolant paste and I
took it back and showed them the packing list where it stated that it was
included.  I also showed them a package of 3 tubes of the stuff from their
store and stated that I only needed one and I felt it was owed to me - even
if someone else besides MicroCenter boxed it up.  The were supposed to put
the stuff in there since it came with the mobo and was on the packing list.
The cashier left to find the manager.  The manager came out, shook my hand,
told the cashier to drop the package of paste down to $0.01 (the system
won't take 00.00) and asked if there was anything else he could help me
with.  I offered to give them 2 of the 3 tubes of paste, but they wouldn't
take it.

Another incident happened when I went out today to buy an IDE ribbon cable
at Best Buy.  I asked a person where they were and a guy (who was the head
tech at BestBuy I found out) showed me their offerings.  The only ones were
the round, expensive kind.  The guy then offered me one of the IDE ribbons
in their shop (free) as opposed to letting me buy one (he said he thought
they were too expensive and at $23 a pop I agreed).  He then suggested other
places, like MicroCenter when I told him I needed the 80 pin ribbons.

Service at places is just dependant on who is there when you are and you got
the idiot jerks and I got the good guys.


> -----Original Message-----
> From: ale-bounces at ale.org [mailto:ale-bounces at ale.org]On Behalf Of
> Benjamin Scherrey
> Sent: Sunday, February 01, 2004 4:44 PM
> To: ale at ale.org
> Cc: csrs at microcenterorder.com
> Subject: [ale] How NOT to buy/sell a computer.
> 	Just had an interesting experience with the MicroCenter in
> Gwinnett county. Yesterday I
> picked up one of these cool litle Shuttle X boxes that runs an
> Athlon64. Tony, the sales guy there
> was helpful and knowledgeable so I was satisfied I had a good
> system with the right components.
> Spent just under $1000 for the components and brought them home
> to assemble. It cost me nearly
> $200 more to buy it locally than mail order (even after shipping
> expenses) but I always prefer to
> support my local stores with the expectation that they'll stand
> behind their product and the added
> advantage of immediate gratification. It was a nice idea anyway...
> 	Unfortunately, the machine didn't get much past POST.
> Recognized the CD media but
> locked up during the boot. Also immediately locks when trying to
> get in the BIOS. Checked out the
> online support forums and saw several reports of power supply
> problems which seemed to fit the
> behaviour I was seeing. So today I take the machine back and
> explain what's happening. Initially
> MicroCenter wanted $85 to look at it - but I could exchange it
> for free. This made no sense to me
> but I explained I just wanted to get a working computer and would
> do whatever was easiest for
> them. There were only four possible components to change out to
> see what the real problem was
> so I suggested a 20 minute effort was cheaper for them and myself
> than exchanging out everything
> at once.
> 	So they let me back in the tech room with the tech (Walt is
> his name I believe) and
> explain to him the symptoms and what I had found on the support
> forums. He plugged the power
> supply into a little 3" long device with a power switch and a
> green LED which lit up. With that he
> declared the power supply fine! I suggested that it might be
> better to test it with a load on it but he
> insisted that the device did this. I figured it wouldn't do to
> ask him what remarkable technology was
> able to dissapate 200+ watts of power without performing any work
> or heating up enough to burn
> his hand... ;-) He then attempted to boot the machine, got the
> exact results I had described and
> said there was no telling what the problem was and a tech would
> be available on Tuesday for the
> afore-mentioned $85.00 - reinforcing my long-held belief that
> ego/attitude and talent are inversely
> proportional amongst tech types and photographers.
> 	Not quite understanding what the point of that excersize
> was, I decided to just take the
> initial offer of exchanging everything - even though it didn't
> sound like such a great deal for
> MicroCenter. So now I needed to extract my DVD-ROM out of the box
> as it was the only
> component of my own in the box. Unfortunately the tech said I
> couldn't borrow a screw driver or
> work on the box in any way inside the tech area for fear I'd
> electrocute myself and sue them.
> (Seriously - this is what he said) I guess he'd be glad to do it
> for $85.00. So I take all my stuff out to
> customer service and start disassembling the box there with my
> pocket knife. Can't get two of the
> screws out (that's what I get for screwing things in right) so,
> when the manager (Bill) asks me what's
> going on I explain to him what's happened and that I need to
> borrow a screw-driver to get my DVD-
> ROM out. He disappears back in the tech room and finally comes
> out asking me to follow him back
> to the tech room (again) where he will let me borrow their
> screw-driver - but only after enduring his
> anecdote that had I bought tires at an auto store they wouldn't
> let me borrow their tools to install
> them. He literally held the screw driver away from me until he
> finished his story - which took an order
> of magnitude longer than the time required for me to remove my
> drive. Once removed, he also
> noted that if I exchanged the computer and had similar problems
> that there would be a 15%
> restocking fee!
> 	Finally insulted and harrangued enough for making the
> effort to do business with
> MicroCenter and attempting to solve the problem with as little
> cost or trouble to them and myself as
> possible, it was clearly time to cut my losses. I told him that
> I'll just return everything and take the
> added savings of mail order rather than do business with them
> again. So, Bill & Walt of MicroCenter
> managed to spend nearly an hour in an effort to lose a $1000.00
> sale plus the loss of taking the
> returned items and all future business from me rather than the 20
> minutes necessary to keep the
> money, stand behind their product, and retain a customer.
> 	lesson learned,
> 		Ben Scherrey
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