My Computer Works

This review is not related in any way to the Brother printer issue. I had a horrible experience on Mar 17th with both the online tech, as well as the on-site tech. The story is too long and detailed to relate here. This is my advice to you. Technology today is fraught with problems and the products are of a lesser quality than in the past. Pay the extra money up front for an extended warranty. If repairs are required, find a local reputable company to work with, even if it's a little less convenient. In addition to the My Computer Works monthly subscription fee of $39, I will probably be charged between $600-$700 for the tech visit yesterday, plus my new printer was over $400. My laptop is 3 years old. I rarely use it. Had I known how long the tech was going to be here that long, I probably would have purchased a new laptop. Their onsite charges are $247 for the first two hours, then $137 per hour after that.

One other note. I received a survey from My Computer Works in my email on the morning of 3/18. The first question is within the email. Once you click on the corresponding number, it launches a survey in your browser. I was looking forward to filling it out. I clicked on the number, it launched my browser. Rather than the rest of the survey coming up, there was a response that said "It appears that we have already received your survey results. Thank you." My guess is that they pulled the survey, because they knew that they wouldn't receive a good review from me. I guess that that's their way of manipulating the numbers to make them look like people are satisfied with their service.

Another told me that for One Drive to work it had to be synched with my Documents file. Not true. It caused me much time wasted to figure this out and correct it. A third tech claimed that un-checking the "collapse the ribbon" prompt so the Home page on Word would be the default was too complicated for anyone but a tech to do it. It is quite simple. A child could do it.

The last mentioned tech called me back an hour or so after our session, and told me that he looked over my record and my plan entitled me to IDrive, MCW's file backup. I told him I didn't need or want it, since I had a flash drive backup and used One Drive for further backup as well. He claimed One Drive wasn't really on the Cloud or some such, and that I should use IDrive since it was already included. I acquiesced. The next month the charge, automatically deducted from my debit card, and thus checking account, was $50. I called to find out why. Billing rarely answers their phone, so I had to speak to the tech reservations associate. She told me the charge was for IDrive. I explained the particulars and she said the head of billing would call me.

After two days of no call from billing, I filed a dispute with my bank for the $10. The following day I called billing, and this time got to speak to a rep there. I told her I would drop the dispute, and MCW could just give me back the $10, so they could avoid paperwork and such. The woman I spoke to said, "You already filed a dispute." She wasn't amenable to me dropping it. That made no sense at the time. Anyway, I just let the process play out and of course won the dispute.

Everything proceeded as normal for a week or so. One day I left my number for a call back from a tech as usual, but got no call back all day. That never happened before. I called the next day, and spoke to a tech reservations associate, relating the no callback. She checked my account and told me my services had been terminated. I asked why.

She said it was because I filed a dispute, and "that costs us a lot of money." I told her I had no way of knowing that, and whatever cost was accrued I would pay MCW, and have my bank pay them back the $10 as well. Notice that MCW didn't even have the courtesy to let me know my services were terminated. Anyway, I was referred to Kerry (a woman, so not sure of spelling), the head of both billing and customer care.

Extensive emails to Kerry explaining all, were never returned. Finally after a few tries and some phone tag (all but one of the five messages left by me to her), I got to speak to Kerry via phone. I asked her to listen to the recording of the tech telling me to engage IDrive for free. It was easy to track down because it happened on the same day Idrive was engaged.

Kerry refused to do so, saying she'd rather rely on his notes. She then claimed that once a person files a dispute that means they no longer want to do business with MCW. That was beyond absurd. Kerry was totally intransigent. It was clear no matter what I said, or could prove, or offered to MCW in terms of compensation to resolve matters, she would not consider any of it in any way.

As she was aware, I am 79 and disabled (spondylitis an auto-immune disease that affects the spine). I badly need tech services. That didn't matter to MCW. The treatment about the billing issues I received from them was inhuman. As it actually would be for anyone, disabled or not. As shown, the tech services themselves were also filled with incompetence.

Weeks later, much after the termination, they were still backing up my files with IDrive. More incompetence. I emailed, and then I got an IDrive popup which said the backup failed because of cancellation of services. So they can't even eliminate that correctly. Now I get a popup asking me to restart IDrive, rather ridiculous. If you want to use a company that is filled with incompetence on many levels, and inhumanity on others, engage MyComputerWorks. Otherwise use one of the other computer tech support companies. They have to be better. I'll be signing up for one of them shortly. I advise you to do so as well.

Next they raised the service contract's monthly draft by 17% without informing me. I requested a full refund and informed them I was not pleased with how I was treated. Ellisha ** said she would get back to me. I have yet to hear from her. I'm still out $400. If they were a five-star company, they would have refunded all my money and then asked me to contact them next time I had a computer problem. The only way they can remain in business is to steal money off credit cards without fixing computers for customers and then sign them up for service contracts without their authorization. THIEVES AND EXTREMELY POOR CUSTOMER SERVICE. BEWARE!!!

Everyone should beware of this company. When I called them, they said that they were only a broker and that they did not guarantee any kind of result from their network of technicians. When we called the technician to complain, he said that we had to pay another $117 for him to come out. This company is the worst I have ever dealt with. They are a sham designed to rip people off! I can't believe they are still in business! They should be investigated for fraud and scamming people out of money for worthless service! BUYER BEWARE!!!

The solution from MCW was to buy a new computer? Second issue, I canceled our service for 2 computers after this instance due to lack of professionalism and being unresponsive - they never answer the phone, you have to email and leave messages and HOPE they call you back. This is January 3, 2019 and I just got billed again! Left ANOTHER message and sent yet ANOTHER email requesting to CANCEL and refund fees from back to November 2018. HORRIBLE SERVICE!

I work for an IT company. I talked to my boss and he said I should not have a problem with WIN10 updates stowing down my computer, for how I use one it should be okay. I wonder now if something was done to have a program running in the background which cause my computer to slow down. I do the task manager and see CPU percentage high. Then when I try to see what is running it goes away. I paid the $99 and will try the company a month or so. If things don't improve I will cancel and find a different company that is not interested in me getting a new computer.