Hard times with the hard drive
I went to the computer store today to pick up the two computers I just got for my two college boys. The owner of the place helped me out of a tremendous jam, so I gicve him all of my business.
It started 3 years ago. I had ordered a rent to own computer from another shop to give to the kids as a Christmas present. I had paid for several upgrades to the standard model, and the owner told me that he would have it ready on Dec 22. That day rolled around and I went to pick up the computer and bring it home. When I got to the store, the fellow asked me if I had brought all the upgrades back. I was more than a little confused, and asked him what he was talking about. He said he had gotten the system back, but not the upgrades, and he wanted those back as well.
Even more confused, I told him that I wasn't bringing anything back, that I was picking up a system I had ordered three weeks before. We talked back and forth for several minutes, while he wrapped his mind around the fact that I hadn't returned a computer, that he had never delivered the computer, and that I was there to pick up a computer. Unfortunately, the computer I was there to pick up did not exist. He had somehow lost track of the order, and never built the system. He apologized, and told me it would take several days, because he was closing for the holidays, but he could have the system ready shortly before New Years. I told him what he could do with his system and walked out the door.
So there I was, the day before Christmas eve, and my big present did not exist. I was not in a good mood as I drove up the street. I knew of another computer dealer nearby, and I went there, just on the off chance he could help me out. I wlaked into the shop and a man came up to me and asked what I needed. I explained my situation to him, and he took charge instantly. He told me he usually only rented out used systems, and he didn't have any available, but if I wanted, he would put a new system on a rental contract for me. He told me he would have it ready first thing in the morning, but to get there before noon, since he was closing early for the holidays.
He was as good as his word, and I picked up a system that was better than the one I had ordered the first time, and for a bit less money. Renting to own is a little more expensive than financing, but that extra expense is offset by the fact that the computer is under warranty as long as it is under contract.
Anyway, I was very pleased with the product and the service, and over the last couple of years, I've bought two more computers from him. Each time, he's made me a very good deal, and provided great equipment and good service. So, when I decided to buy computers for the boys, naturally I went back to him. I ordered two basic units, 950 MHz, 40G hard drives, 256M RAM, and 15 inch monitors. He gave me an excellent price, so I upgraded to DVD-ROM and a CD RW on each. I also had him install a graphics card in one, since one of my sons had bought his own and installed it in the family machine.
I went to pick up the computers this afternoon, and faced a few, minor difficulties.
First, the graphics card that had arrived was faulty, and he had to order a new one. This wasn't a big deal, since I wasn't going to ship that particular computer out until this weekend. But then, as I looked over the machines, I found that one only had 128M of RAM instead of 256M. I pointed it out to the bright young man helping me out, and he apologized and installed the correct amount of RAM. He re-booted, and I started checking out different screens, and I noticed something very peculiar. When I opened any screen that had a significant amount of white on it, the monitor looked like it had a gaping hole running vertically through the middle of the screen. It was almost as if the creen itself were being ripped in two. I had visions of Steven Jobs pulling himself through the tear and out of the monitor screen, a la Videodrome and wreaking havok on all Windows machines and those who use them.
I pointed out this rather minor flaw to the bright young man, and he wiggled a few cables, made a few magic passes over the monitor with his hands, but the problem remained. The tech guy came over and told him to swap out the monitor, which cleared up the problem. I checked out the system for a couple minutes, when I noticed a new minor technical problem.
White smoke was pouring out of the back of the monitor.
Assuming that this was a bad thing, I alerted the bright young man, who by now was feeling less than bright, and probably not quite so young. He shut off the monitor, disconnected it, and swapped it out for a third one, which at this time appears to be working fine. The second system performed flawlessly, and is now in son number one's dorm room. I will pick up the other system tomorrow, and ship it off to son number two.
Even with all the troubles with this particular purchase, I'm still comfortable using this dealer. First, I saved about $600 off of full retail. Second, they cheerfully made everything right before I walked out of the store, and third, I know that if I have any future problems, they back up their equipment with a full warranty for one year. Anybody can have a run of bad luck; what distinguishes a good business from the rest is how they handle it when things do not go well.
Posted by Rich at August 28, 2002 5:01 AM