March 26, 2009
Att: Manager of Head Office
A Letter of Complaint
On June 7-th 2007, I bought a computer in the Future Shop #602 in Richmond Hill. This computer had a three years warranty. In some time the computer started to glitch. There was a problem with a sensor control functioning and the screen blackened. The shop has accepted the computer without making any written notes about its condition. I handed over the computer to repair and in two weeks it was returned to me. I was told that the service had been done to the computer.
Soon after that the computer screen blackness problem appeared again. The employee of the shop took my computer and didn’t make any written notes about the state of the computer on the moment of reception. Some time later, they called me and informed me that the computer repair had been done again. I arrived to the shop and the employee told me that the computer had been repaired and was in a good condition. He told me that they had replaced one expensive detail.
When I came home, I found out that the problem hadn’t been eliminated. The screen still got black and there appeared some blinks. I brought the computer to the shop again for the third time. It was taken with the same problem, which in reality had not been eliminated. When I handed it in, there were no claims towards me from the employee’s side.
Only in two weeks the manager notified me that some physical damages were done to this computer. They required that I should pay the amount of 331 CAN, in order my computer be repaired. He informed me that insurance wouldn’t cover this amount. I was astonished because I always cared well about my computer and handled it properly.
In the shop I was told that screen had internal damages in 6 spots. They supposed that these damages occurred as a result of pushing to these spots with fingers. I am certain that I have never done these damages to my computer. I am not a computer hardware expert therefore I couldn’t reveal these damages at the moment of purchasing this computer. I am sure the wrong functioning of the computer is caused by some flaws at computer production. There are less than 2 years since the time I have bought the computer, but the computer is in a constant process of breaking and repairing.
I wasted lots of my precious time on campaigns and negotiations with the repair shops. I can’t work effectively and perform my professional tasks without a well-functioning computer. And the most important thing I lost my faith in having high quality goods and services from your company. The matter is that 7 months after having purchased my first computer, I bought another computer and it also didn’t function properly. There was a problem and I had to change the hard disk in my second computer.
Another thing that I am not comfortable with is my moral obligations towards my friends, who on my advice bought the goods from your shop.
I would like to have more confidence in your company. I think your company should do, at least something, to help me to solve problems with these computers.
Though, I understand that it’s difficult to prove that I haven’t done any harm to my computer. I need your help in protecting me as a consumer.. Please, either provide me with a well-functioning computer or return my money back.
My incident number is 13131933