Complaint Review: My Computer Works - Internet

but I am a technician for MCW, and I AM certified by comptia, hp, microsoft, dell, fujitsu, lexmark, xerox and a few others as well as a+ net+ MCDST Security+ and others. So, there may be technicians that work for MCW that are not certified, but not ALL of them. Hire me anytime and you can see what the MCW experience is supposed to be like.

I can't speak to your experience in 2009, but I've used My Computer Works (based in Scottsdale AZ) since 2010 to present (2012) and love their service. I do pay the extra $10 (total of $35)/month for callbacks within an hour, but have gotten many times over my money's worth.

Yes they work from home, but so do I as a successful real estate broker. I'm no techie, and for me to take time from my business to sort through Google to find possible solutions and then figure out the implementation - no thanks.

These guys take the time needed while I do other things, and will keep at it until the task gets done. Granted it may take a 2nd day, but no worry of how many hours of tech support will cost ???/hr. It gets fixed. I've used them a lot, and they don't cancel my contract. These guys ARE legit, and quite valuable to people who don't want to do it all themselves. 

As a former MCW employee, while this report does have some facts in it, there are some areas that this reporter does not have his facts correct and is outright exaggerating and making up some facts....

"The fact is, they install all freeware, or shareware on your computer, things you can download and install yourself"

The software used is for the most part, Free, yes. However, look at it this way. The Customer Service/Vice President is one very smart person, and we chose the best programs that actually did the job for their cost - free. Now, we could recommend products that did the same thing, but then you would need to shell out more money out of pocket. Also, the thing that you are mainly paying for is our EXPERIENCE in fixing problems, not software.

"The techs do not work out of offices they are home agents that are not certified in any way"

You are correct about working from home. This is another way the subscription costs little. However, you are totally wrong about not being certified. Many of the techs have college degrees and may also have A+ certs. Regardless, the technicians are hand picked for knowledge - a certification does not matter when experience and knowledge can be demonstrated.

"The biggest problem with this company is the contract. Remember how they said if you pay for a full year of sevice you get unlimited help? WRONG, you don't you get as much help as they want, and they have every right to cancel the agreement at anytime, with out refund. So if you ask 3 questions and they can't help you, or they spend a lot of time helpping you, then they can say you used too much time and cancel the contract."

This is partly true, however alot of factors play into this and this is handled on a case-by-case basis.

"They installed software that didn't work with Vista"

This is simply not true. All software we used worked with Vista when I worked there.

"I asked if he could fix an error that kept coming up told me that's just a vista problem and it will always come up. Later after they canceled my service, I found something on a posting that told me three clicks on how to fix the error and I did it myself."

This may have been something that was new at the time, and could not be fixed, and a solution was found later by us and others. You should have continued asking for a resolution over time.

"Instead if you ask them a question, they do exactly what you can do, GOOGLE it, and look for it in data bases because they don't know what they are doing."

Sometimes things need to be Googled, yes. But 99%+ of the time, we have already seen it and know how to fix it. You cannot expect anyone, including computer technicians, to know how to fix every last single possible error or problem. Sometimes it may take another technician with more experience on the team to get back to you.

"He baited my father into the service, and as soon as they started to get more customers instead of getting calls back in an hour, it took days to get a call back. When you did they would set up appointments for you, and those would be weeks away."

This part is true. Ford did start growing his service too fast and not hiring, more interested in gaining capital rather than an interest in customer service.

he first appointment for them to clean your computer takes hours, all they do is snoop around, install the free/shareware on your computer and install the spyware they put on to find out what you are doing.

The first cleaning does take hours because we tackle everything you have issues with, and 85% of the people we came across did not have Antivirus, or it was expired, and it takes time to scan and remove items, alot of the time manually.

MCW does not put any kind of "Spyware" on the computer to watch you. Once the remote connection is finished, the software deletes itself. Period. As busy as we were do you think even if we wanted to we would have time to watch you? And for what?


Lastly, MCW has its faults, but your getting as good or better knowledge as the neighborhood kid for a cheap price. The cavaet is you just may need to wait a bit...