April 16, 1998
8:30 am sent a fax ATTN:MANAGER CUSTOMER SERVICE. This computer was shipped without the ordered (and PAID for) parts including 8 Mb Video Card (it came with a 2 Mb video card) and 120 MB floppy drive. There were no load disks included in the shipment, no manuals. All I received was the disk for the modem, and the Windows 95 CD. The technician feels that I must have faulty ram as the computer keeps freezing.
This is my work computer. Since ordering the computer on Feb 4th, receiving the computer on March 19, and now, I have had nothing but difficulty with your company. Messages left by phone or by fax are seldom replied to. When I do get to speak to someone, things are promised and not followed through on. I am told items will be shipped out on a certain date and they are not. No one bothers to call me to tell me there is a delay or will be a delay. No one bothered to tell me that they wouldn’t be sending out the 120 Mb floppy drive. Now I can’t even seem to get the zip drive that I was promised as a replacement despite being told three or four times that it would be shipped out that day. Now I am told I will probably need a new modem, as this could be the reason, and the solution to the windows refusing to shut down properly. Am I going to have the same difficulty with this??? While your technicians (for the most part) have been quite helpful, no one else seems to be and you have delayed shipping these missing parts for three weeks now. At this rate my three year extended warranty will expire before I have the computer I have paid for.
My friend, Larry , ordered his system at the same time. He did not get the 8 Mb video card either. Nor did he get the manuals and load disks. This is a definite quality control problem that is evident in more than one system. How many other people have not received the system they ordered???? How many of them will not know to check the video card???? How many of them have you called to check that they have what they ordered.
I am quite pissed off. Be advised that I am not a person to screw around on and do not sit quietly when I get continued poor service. Be assured that unless the situation changes very rapidly, I will be very vocal regarding this treatment I have received from your company, to all I meet in person, on the phone, and on the internet, who are looking to purchase a computer.
Have heard nothing back by 9:22pm
April 17, 1998 Friday - Phone message recieved from Cheryl that she had called.
April 19, 1998 Sunday - Faxed message to Cheryl that I am unavailable by phone during her working hours. She is to fax me (signed) any response to this matter, and I will be expecting to immediately recieve written confirmation that my shipment is on the way.
April 20, 1998 Monday - Recieved fax from Cheryl
Dear Ilean: This fax is firstly in response to your inquire for the parts you ordered. These parts are due in today so, they should ship out to you over the next few days. Your invoice for these parts had to be redone because, you just recently got credit for the LS 120 so they have to invoice the zip drive.
In Response to your letter. We apologize for any negative experiences you may have had with our company. I can see from your letter that a few things have taken place since you purchased from us that, you were not very happy about. I know our phone lines have been rather busy lately but, we expect as summer nears that this will slow down a bit more than it has recently. We are also implementing a new phone system that will allow for more lines to be available for customers to access our phones during the day. There was a mention of faulty ram in your computer. We are arranging to get this send with the parts. The zip drive is also being set up to ship to you.
Please accept our apology for your experiences and, you should receive your parts over the next week. Thank you for your time. Cheryl - Customer Service Supervisor.
April 20, 1998 Tuesday - Attn Cheryl - Service - In response to you fax of April 20, 1998, re#22749
So what you are telling me is: On March 26 when Katerina said she had the credit request for the 120mb floppy drive in her hand and was canceling it and ordering that I get sent out a zip drive and that I should receive it in the next few days - she was lying.
When I spoke to Chris on april 9 and he told me that the parts didn't get shipped out to me on April 6 because he forgot to give me a return number and that they would be shipped out that eventing - he was lying.
When I spoke to your receptionist on April 15 and your receiptionist said that it hadn't been shipped because they didn't understand why I would need that many parts - she was lying.
I would like to have a target date for delivery to my house. I would like to be informed when they are shipped and given a waybill number so I can track this shipment.
Shipping to British Columbia from New Brunswick by Purolator ground has been averaging 9 (nine) days from date of pick-up. It is not the next couple days that some of your staff seem to think - nor within a week as others seem to think. It would be more efficient business customer service to: a) not promise things you have no intention of living up to b) not promise things you have no knowledge of c) live up to what you say you are going to do d) don't make excuses.
It would also be good policy that when you are this messed up in your service delivery to one customer that you expedite the shipment of parts by air instead of letting people stew in their anger for a week or so while their goods toil their way across the country by road.
Again, I am in class and unavailable by phone during your work hours. Pleae reply by fax. Ilean Danby
April 23, 1998 Friday - Package arrived by AIR shipped on April 20/98.
Attn: Cheryl: RE: #22749 and #24671. I have just recieved you package via Purolator. I have some concerns.
1) The internatl zip dirve listed on the billing sheet is priced at $200. This is NOT acceptable. The price paid for the 120 MB floppy dirve was $139. The price listed on your order form for the zip drive was $149. I was told by Katerina that there would be a direct swap for these items. 2) It is written on this billing sheet that the internal zip dirve is one of the items to be returned. This is NOT correct. 3) The manuals and load disks listed on this sheet were not included in the package. The manual on the zip drive would be MOST appreciated as would the one on the motherboard. Is there no installation disk for the zip drive???? 4) If you are billing the zip drive to me you had better be 100% sure that my account was credited for the $139 plus gst. Another issue is that if you did credit my masterCard and if you used the old number that I gave you when I first ordered the computer, the amount will not go through as that card was cancelled as it was reported missing to Mastercard. Please ensure that this is corrected immediately and reply asap by fax. Ilean Danby.
April 27, 1998 Monday - To TFE Industries -
Please find enclosed the following returned parts : 2-32 MB DIMM Memory Modules
1 - 2mb video card that was in computer when received from Just Imagine.
NOTE: DO NOT CHARGE ME FOR THE 8MB VIDEO CARD. This was NOT a replacement for a defective card. It was a replacement for the 2 mb video card that was not supposed to be in the computer. NOTE:Do NOT charge me $200 for the zip drive. This was not a replacement for a defective zip drive. This was a swap over from the 120 MB that I paid for and did not receive. This was to be charged to me at the cost of the 120 MB drvie. (as per Katerina on March 26/98) The charge should be $139.00 plus GST for a total of $148.73. Ilean Danby.
(NOTE: I did end up getting charged $149.00 plus GST for the zip drive.)
May 98 -Did a total format and reload on computer as I could not get the modem to work properly. Kept having conflicts between com ports. Arranged purchase order. Sent computer to repair depot in Kelowna via Purolator. Repair depot stated that this was a major problem with Just Imagine - that and wrong parts. The motherboard was wired in backwards. Received computer back in three days via Purolator. Works rather well since though every time I load a new program, I end up with new error messages. Have had to do another format and load though.
May 21, 1998 Requested another purchase order by email from Chris at Just Imagine. Still having Problems. HAVE NOT RECEIVED REPLY Ended up re formating harddrive.
Works rather well since though every time I load a new program, I end up with new error messages. Have had to do another format and load though.
Aug 23, 1998 Sunday Letter to Just Imagine: My internal zip drive needs to be replaced. The zip disks are jamming in the drive and the eject button will not work. I have had to turn the machine off - tip it - and jiggle the disk before it will pop out. As all my business info is maintained on zip drive, it is essential that this is rectified as soon as possible. Please send me a purchase order # and arrange for repair/replacement or send me a new working drive and I will install it myself. Ilean Danby.
Aug 25/98 Fax from Just Imagine
Dear Ilean: This is in response to your request for a zip drive. If we ship first we need a credit card number to ensure the return of the defective part. Please refer to your warranty for part swapping procedure. Contact our service department to arrange what is easiest for you. Thank you for your time. Please also have your invocie number ready when you call to have your call processed. Customer Service - Cheryl.
Aug 25/98 Tuesday Called Just Imagine and spoke to Cheryl. Left Master Card Number so they will send me the part. Was told to expect a week before item is shipped. (so I'm looking at 2 to 3 weeks before it gets here)
Sept 9/98 Wednesday Zip drive arrived by Purolator. Invoice inclosed as value at $259+tax (for a $189 value drive). Want it back by Sept 16/98. Seeing as it was shipped to me Sept 2 - it took 7 days to get here it probably will take as long to get back. Ah, well
Sept 11/98 Friday Faulty zip drive picked up by Purolator in AM. Emailed Just Imagine with waybill # so they know it is coming. Recieved confirmation email back from them. New zip seems to work, so far.
Mar 5/98 Friday Fax to Just Imagine - I received my computer from you on Mar 19/98. It was another couple months afterward before I finally received all the parts that were supposed to be on it and had it running reasonably well. I also purchased the extended warranty plan.
Now I am again having trouble. In the last a couple months, I get occurrences where I turn on the computer and monitor, but the monitor doesn't seem to get the command from the computer - it stays blank with its little green light blinking. When I reboot it comes on. Then, today, it gave me another scare. (Which is what it is when you are working to get out promotional materials on a deadline). When I turned it on, the green light on the computer came on, but the red harddrive light didn't. It didn't boot up. I had to turn it off and on again four times before the harddrive booted up.Obviously something is about to die here.Needless to say, I am doing a new back up this morning, which doesn't help a lot when my other computer can't run most of the programs. Your immediate assistance on this would be MOST appreciated, as I cannot afford to be down again for a couple months like I was last year because of hardware problems with a new computer.
Mar 5/99 -Fax From Just Imagine. Good Afternoon, regarding the problems you are having with your computer. You will need to send the computer back to have it looked at. Please call our service department to arrange an authorization number. Thanks, Customer Service(notice no one signs there name...)
Fax reply same day Is there a local service company I can take it to in Vernon or Kelowa BC area? Getting through on your service line is like waiting for the next ice age?
Mar 6/99 Fax to JI - In response to your fax of Mar 5, 1999 saying that I should send the computer back to you to have it looked at: Please fax me the information I need to send my computer back to you for servicing. I need to know what parts (monitor, CPU, keyboard) I need to send you, how it is to be shipped, authorization number and anything else you think I should know. I can never get through on your service line and Monday is always the worst.
I expect this to be covered under full warranty for labor, parts, and shipping. You shipped the computer Mar 12, 1998 and I recieved it March 19, 1998.
The current problems are as follows:
On Friday morning (Mar 5) it took four tries of turning the computer on and off before the hard drive booted up. The green power light would come on but the hard drive light neither came on , nor did the system make any boot up noises. This has never happened before.
Today, Saturday (Mar6) it started first thing when I started it in the morning, but it took two tries before it would come on this afternoon.
Previously, though without consistency over the past couple months, I have had times where I turn on the computer and while the hard drive seems to do its thing, the monitor screen would just stay blank and the little green light on the monitor would flash on and off. I would have to reboot to get it to work. Then it would start just fine.
As well, and this has been going on on an irregular basis for about as long as I have had this thing. (nobody at your end ever responds to my emails) - when I leave the computer running then come back to work on it, it has frozen up and has to be rebooted and run scandisk before I can use it.
I always run Norton antivirus on a monitoring basis. I run scandisk regularily. I do not mess around with programming because a little knowledge is a dangerous thing. This is a work computer and not a toy.
This thing and your company have a lousy reliability record. When I got it many of the parts were wrong including the floppy drive(I ended up finally with a zip drive insead of the 100Mb floppy drive I ordered which you didn't send), wrong video card, no installation disks and the technician in Kelowna you sent me to said the motherboard was wired in wrong. Both the ram memory and the zip drive failed and had to be replaced.
Your expediting this matter would be greatly appreciated.
Mar 10, 1999 Fax from Just Imagine
This fax is regarding your fax on service depots. We no longer have service depots available due to the amount of problems we have had with our depots. This was effective Jan 1.
Your depot option was only their in the first year anyway and now you are into your second year. As you know from the extended warranty that only covers you for parts and labor. Shipping and depot service was not a part of the $99 upgrade.
Please call service to set this up.
Thanks
Customer Service (no name again....)
fax reply same day And you know - The year isn't up yet! Check your shipping date!
Mar 12, 199 email to justimagine support & service;
Re: invoice #22479. Again, I keep trying to phone you. I keep getting nothing but a message. It keeps saying call back. I call back. I get message. I fax you. You fax back. You say to call. I call. I get a message. I want this cleared up. I want to get this fixed and over with.
My first year warranty should go to at LEAST the date you shipped on if not the date I received the computer, IF NOT athe date I finally got the proper parts for it - seeing as you shipped the wrong ones. Not the day I ordered it which was like 6 weeks or so before you finally got around to making the damn thing.
I have being trying to get an authorization number from you guys for OVER a week - one that includes shipping, as you didn't ship me the damn computer until one year ago today. My request for service was WITHIN the first year of warranty. I expect you to honor it.
And I don't appreciate being told that I should know the warranty is up when you should know it isn't.
Please call ME. Since I can't seem to get through. OR FAX me the information so we can finish this nonsense.
My computer keeps not booting up. Sometimes it can take up to four or five tries before the harddrive will boot on. I reset the video card, and for a day or two I thought I had solved it. But not so. It did it again this morning. I am not being unreasonable about this. Yet. Some SERVICE would be appreciated.
Mar 12/99 I put in a complaint to the Better Business Bureau, something I should have done months and months ago.
May 5/99 As expected, they never have called, emailed, faxed or tried to contact me in any way to aleviate my problems. The annoying thing is that I asked about all the question I should have when I bought it. I asked about warranty depots and they said that they had them. Now they have stopped having them - can this be considered a break in a verbal contract???? I just forgot to ask about what would happen if their contract with the warranty depots ended. Big Mistake. BIG!
