ComplaintsforMy Computer Works

• 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. ↩