Complaint Review: Totally Awesome Computers

I purchased a $1900 computer at Totally Awesome Computers on a Friday evening. It became quickly evident by mid-Saturday morning that something was wrong with the machine. While surfing the Internet, clicking on certain links would cause my video monitor to go blank.

I brought the computer back and asked them to investigate the problem. They were able to reproduce the problem, but unable to fix it. After keeping my computer until Tuesday, they said the best they could do is reformat the hard drive, reload the O/S, which meant I would have to re-install all my software once again. But, the source of the problem remained unresolved and I would just have to "not click on those problematic links."

Within a couple days of having my computer back, it deteriorated to the point that I could no longer do simple tasks like use Windows Explorer to browse my local folders. I brought the computer back on Saturday morning. They said the would reformat my hard drive again, and I could pick up my computer in the early afternoon. I asked them to also put in a DVD drive while they were at it, and I was told that would be an extra $150.

Leaving my computer with Totally Awesome Computer staff, I went about my Saturday morning business, including attending a Tai Chi class at noon. Afterwards, I went back to see if they were done.

It was at this point, the fiasco began. They couldn't find my computer, but were able to find the work order. I was informed that I had already picked up my computer - much to my surprise.

There were several odd things about the work order:

1) I had signed at the top for the work to be done. This was legitimately my signature.

2) The person who signed for the computer when they picked it up signed at the bottom for its receipt, but it didn't remotely match my signature, which was just above it.

3) Although it was policy for the technician giving out the computer to sign as the "sign out technician", that signature was no where to be found on the document. Consequently, we couldn't inquire of any of the techicians who had given out my computer. And, of course, no one admitted to doing it.

4) The person who picked up my computer paid cash ($150) to reclaim my computer. Even the staff said that was highly unusual for anyone to pay $150 cash, which incidentally meant no ID would have to be shown to pick up the computer.

It's worth noting that, at that time, computers in for repair/work, were left sitting around on the floor where anyone could walk by, see the work order (with the customer's name); thus making it easy for a person to see a computer they liked, go up to the counter and say, "I'm so-and-so, and I'm here to pick up that computer."

The staff member called Dell Schanze (owner) on the phone and explained the situation. Rather than making the situation right for the customer, Dell decided the best strategy was to blame me, the customer, by accusing me of either stealing my own computer, or having someone else pick it up, so I could get another one free

I was forced to file a claim with my homeowner's insurance policy. Unfortunately, I had a $300 deductible. So, for a computer I had in my actual possession for about 5 days, I was out $300. For me, they are now known as "Totally Awful Computers". Without a doubt, it was the worst purchasing experience of my life.

Ron
Sandy, Utah
U.S.A.