Complaint Review: Canada Computers - Barrie (Only)

To Whom It May Concern,

I'm writing to you today to convey my utter dismay and disgust with the atrocious customer experience I received at the
Canada Computers, Barrie store location.

My initial trip to Canada computers was based on a recommendation, so I visited the store to purchase individual parts to create an entire system.  

After speaking with the 'expert' he strongly encouraged me to purchase the following:

ASUS M4A78T-E Motherboard
Mushkin 1600 Mhz Ram, 4 GB
Patriot Gamer Series 4 Gb Pc3 12800 1600 Mhz DDR3 Memory
AMD PHENOM ii 965 Black Edition Processor

Despite the overall cost of these products totaling beyond my verbally advised budget, I felt confident in the store employee's advice and agreed to pay the extra cost for the quality products.   This trip to the store lasted roughly 15 minutes.  

Arriving at home shortly thereafter, I quickly had the system together and started loading the OS only to realize that it was getting stuck half way in the loading processing.  I thought perhaps human error may have been an influence so I proceeded to make several attempts to reload it over a 24 hour period.

Without success, and having carefully followed the proper loading of it; I then consulting with several other individuals all of whom have vast IT backgrounds.   It was determined that either the Motherboard or the Ram was defective.   Immediately I contacted the Barrie store and was rudely informed that there would be a $50.00 fee to test the machine and parts!!!   All parts had been purchased the previous day solely on the recommendation of the in-house sales person.    I disputed the $50.00 fee repeatedly with the manager, arguing that the products were purchased less than 24 hours previously on the advise of his sales staff.   Finally, the manager offered to exchange the ram for another stick and although this time the system loaded it quickly started to repeat the concern.   This check then determined it was in fact the Motherboard, NOT the ram.  

The following day I returned back to the store to advise the salesman and the manager that it must be a defective motherboard and that after further, personal research on the products that were recommended by your staff; I discovered that this maker of motherboard has industry known/documented compatibility issues with certain makes of Ram.   In an industry like this; an industry that Canada Computers should have domination over, I find it incomprehensible that it's employed sales staff would not be kept informed of common-knowledge compatibility issues for the very products that they promote.

I was then advised that the Barrie store wanted to "test" the Ram & Motherboard and when I returned to the store with the products in hand, I discovered that they had NO means to test it independently and was forced to offer up my entire system for them to perform their "tests".   Dismayed at the loss of a computer and unable to work from home during all of this - 24 hours later I was informed that during their "tests" - they were able to replicate the issue and sure enough the system bottomed out/crashed.   However, I was advised that it was infact the RAM - not the Motherboard!!   At this point being very upset, the Manager then assured Me very plainly that there were would be NO cost to Me personally to upgrade to the RAM required.

The following day when it was time to (re)collect the system, much to my disillusionment - I was handed a bill for an additional $40.00.   Regardless of being advised/promised by the Manager that no further costs would be incurred, I was still
charged this amount.   Not only was I strongly encouraged to over-extend My initially stated budget to purchase these "far superior products" based on the store's sales staff's expertise, but by this time I had been without a system for 3 days and  additionally now am being asked for a sub sequential $40.00 upgrade fee?     Immediately I asked to speak with the Manager.  
Coincidentally, the manager who had assured me that there would be no extra cost, was not available.  To add insult to injury, the manager on duty curtly informed me that he doubted I was ever promised no additional cost.  I again repeated what I was advised by the initial floor manager, only to be refuted that their testing alone was enough to justify the $40.00 fee.

I was not given any prior knowledge of this policy verbally before testing occurred, nor was I educated in any of their service policies.  I was not given any quote in writing that a fee would be applied, and the fact that I had to provide My own system to them just so they could test the faulty hardware is not only appalling, but ludicrous to think that they had to "borrow" my system to perform their tests, and then I get billed for it?

It makes one wonder if their sales staff is trained at all.  It makes one wonder what kind of Manager reneges on his word and how many other customers have received such horrible service?  Had the manager known the brief incompatibility fact that I was able to quickly locate on the internet and then educated his staff - this whole issue never would have happened!!  The incompetence of the Manager then translates to ignorant sales staff which results in ways of swindling more money out of their innocent and erroneously-trusting clientele!

Furthermore, with such disgust over the mistreatment & utter lack of customer service; I considered the return of the entire system to take my business elsewhere, somewhere more knowledgeable and consumer friendly.  Behold - another fee - I was then advised that if I wanted to return the system which has sat in their store for 2 days now (after owning it for only 3) that I would be charged their "customary" restocking fee!!  I weigh my options financially feeling as if I was bullied into a corner over this and decided to pay the $40.00, take My system and be on My way.

In hopes that this horrific experience would be put behind Me, I conceded to the $40.00 - only to be told at that point, that they still had yet to add taxes.  The $40.00 service fee - that never should have happened in the first place was now $55.00.

In defeat, I decided that this treatment was apprehensible and should not be allowed to be repeated.  I made several efforts to contact the Manager personally, and much like the rest of this experience, I was the recipient of his disinterest and he did not return my calls.  I then proceed to contact the Head Office in Toronto.  Regrettably, I received the same reaction.  

This entire experience has not only been draining financially, but mentally exhausting as well.   I heed one piece of advice to all consumers, and I encourage the major competitors to post this related experience in their stores - NEVER BUY FROM CANADA
COMPUTERS in Barrie!  Not only are the Managers out to make a quick buck, but the sales staff are not knowledgeable in the products the promote nor do they listen to their customers!  I initially advise what my budget was and by the end had far extended beyond my allotted amount.  During this,  I advised them of the information I was able to easily able locate online from the Motherboards website relating to the compatibility concerns but still they did not believe me and felt the need to "test" (when it was even clearly labeled on the website site for the motherboard??) What kind of company does not listen to their customers' needs?  Does make-work testing to bill their customers unnecessarily?  What kind of company quickly goes back on their words when it was their Managers and staff's lack of knowledge that caused the trouble in the first place?

Please take heed and learn from my mistakes and troubles.  Your business, your hard earned dollars are best spent somewhere else!!