In the Widow PC thread I posted my letter (with a few changes with further evidence from Reseller Ratings) which is being sent along with my laptop back for a fourth time. Interesting to note but over at ResellerRatings Widow seems to bend over backwards for its customers. My case however reads like the bad review here and the few at RR, no replies to emails, phone calls etc. It is being sent back today and I will keep this up to date as to what happens with Widow PC. At this point the 3800 or so I paid for this laptop wasn't worth it.
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On going saga
- Thread starter frogpond1
- Start date
- Status
- Not open for further replies.
Chris_Morley
Former [H] Consumer Managing Ed.
- Joined
- Jul 5, 2000
- Messages
- 3,609
Honestly, between what we experienced and what you're seeing - you may want to try to just get a full refund and start over with a different company.
Problem is this; Widow PC's site states 30 day money back garauntee on laptops and 1 year tech support. While the laptop is technically out of warranty I feel that it has spent more time with Widow PC being "fixed" than with me. In this way its really not out of warranty as I have had this laptop for only 7-8 months. I can post pics of FedEx receipts that I paid for in reference to what Joch says over at Reseller Ratings in which he states they pay for return shipping. I can post pics of the "cheapo" no storage, no protection bag they sent which was supposed to be comparable to AW's bag they were offering free of charge at the time. We shall see what happens...I have no problem filing with the CT AG's office. I myself own my business and if I were offering misleading statements you can bet my clients would sue the pants off me.
Chris
Frog Pond Productions, LLC
Chris
Frog Pond Productions, LLC
Considering my ordeal started in the fall of 2004 and the review is from this year Widow PC obviously hasn't learned much. Do you think that with all my posting they would respond more effectively? Nope...not a word. At least take responsibilty for poor repairs Josh.
Violence isn't necessary it really doesn't solve anything. Obviously his mudslinging against other PC companies has come back to bite him in the ass. He hasn't learned anything and probably won't change without some type of legal force. I will post the tracking number from FedEx. Once they receive it Widow PC has five business days to responde either with a FULL refund including shipping costs or a whole new system. NO REPAIRS ACCEPTED seeing as how they can't seem to fix it correctly. After the five days I will file suite.
joshua-at-widowpc
n00b
- Joined
- Jan 12, 2006
- Messages
- 4
Chris Baker/FrogPond,
Point-by-point public response to the public letter you posted in this forum (that we have not received):
Purchase price is listed as $3748 for Clevo chassis D870T, 2 GB RAM, 2 80GB , internal wireless module, Microsoft Windows XP Pro, 12 cell battery, Port Replicator, Microsoft Office basic, McAfee Virus Scan.
The bag you received is the same black laptop bag as the bag that I use with my laptop. It has an outer zipper pocket which is 16" wide x 9 1/2" tall x 1 1/4" deep when empty. The outer pocket expands to 3" deep when full. It also has an internal storage pocket for papers, and foam padding 3/4" thick covering all internal surfaces of the bag. I'm sorry you didn't like it. I do like mine and have carried my Sting 417 (since Oct, 2004) all over the world with it and the laptop has never had any service issues and is still in like new condition.
The bag came free with the laptop. We offer three upgraded bags on the site, which you chose not to purchase because I recommended that you save some money with the included bag.
WidowPC has never done business with Sager. Sager is a competitor. I would never say that we sell a competitors product. As I explain to every customer, we use a Clevo chassis. This is the same chassis as is used by Sager, Alienware, Falcon Northwest, VoodooPC, Hypersonic and just about every other high performance laptop manufacturer. I do not know if Alienware currently uses a Fujitsu laptop chassis. However, I do know that at the time of your purchase and up to 6 months ago, Alienware only used a Clevo chassis.
I'm happy that you were able to use the laptop for productivity. I hope that it has helped you grow your business and has helped with customers viewing your work.
Since I have no knowledge of your home or comfort standards, I wasn't going to comment on this until I looked at the temperature you state. 60 degrees is incredibly frigid. I can see how this might be possible during the winter if you left the heat off. You must have an an incredible electricity bill. However unlikely, it is possible that you do keep your office at this temperature and that clients who come to see your work on the laptop in your office (since the laptop is there 95% of the time) are fine with the temperature.
Here are the facts. They are obviously different from your version of the events. See below for the complete record of service issues with this laptop as stated in our customer service database, verifiable from UPS tracking numbers and online database and audited purchasing logs.
1st service issue:
Return Merchandise Authorization (RMA) issued to customer: March 21, 2005
Received April 12, 2005 - motherboard failed test and was replaced
- Costs paid for by WidowPC: $395 parts +$85 labor + $40 UPS Ground return shipping
- Total cost: $520
Ship date April 14, 1ZE52513A841668845
As stated on our website, in the first 30 days, we pay for service issue shipping TO (up to $50) and FROM WidowPC for any service issues. After the first 30 days, we pay for return shipping to the customer. When we first started the business, we paid for shipping both ways at all times and wound up paying for pcs to be shipped to us for issues that could be easily fixed over the phone. This was swamping our service techs and causing legitimate hardware issues to take longer than the 2 - 3 business days we aim for. Noteably, two of the three service issues that you claim took over a month actually were within that 2 - 3 turn around window. You are welcome to check your UPS records for that information. We can send you a print out from UPS as our shipping system is integrated with theirs.
Also, I can't help but notice the long span of time (21 days) between when we issued the authorization to return the laptop for repair and when it was received for repair. It seems you waited quite a while to send it to us. That is fine. However, please don't blame that delay on us since we received it on the 12th and shipped it to you at our expense on the 14th.
I'm am very sorry that the laptop failed again. We were not able to determine why your motherboard failed again. However, your motherboard's continuous failures (see service history below) is either a wild fluke or there is something you are doing to the laptop to cause it to fail. Again, your version of events do not work with the facts and are biased towards making WidowPC look like a company that is not doing it's job to service your issue. See immediately below for this specific service issue and bottom of post for complete service records on this unit.
2nd service issue:
RMA issued: July 12, 2005
Received July 20, 2005 - motherboard failed test and was replaced
Shipped to Chris Baker July 26, 2005; UPS Tracking Number: 1ZE52513A240204974
- Costs paid for by WidowPC: $395 parts +$85 labor + $80 UPS Next Day Year return shipping
- Total cost: $560
Again, the laptop was repaired within our goal time of 2 - 3 business days (with a weekend in the middle)...ie, laptop was received on a Wednesday afternoon, in RMA Thursday, Friday, Monday and shipped out on Tuesday the 26th.
As I said on our phone conversation, I am truely sorry for the delay on this service instance. This is the first repair in your service record during which it did actually take longer than I would want our repair time to be. However, it's also the longest you've taken to send it to us (22 days) after we issued you the authorization number to return it to us. Ironically, it took us 22 calendar days to ship it back to you once we received it. So your total down time could have been cut in half if you had simply shipped it when we asked you to ship it to us. This goes without mentioning that Alienware and Dell and many other companies would have asked you to pay for phone support and refused to issue any return authorization since your laptop was out of warranty. We supported you on the phone, issued a return authorization and repaired the laptop at our expense despite the lapsed warranty.
Again, we don't know why your motherboard continues to destroy itself. However, if even a small percentage of our customers required us to pay $1600 in repair expenses for their laptop (nearly half the purchase price) we would go out of business very quickly. As I mentioned, there is something funny going on with the way you are using the laptop or you are experiencing a virtually impossible statistical fluke in mean time between failure (MTBF) ratings.
Again, I apologize for the delay. However, at the time of your reported problem (Oct. 24th, 2005):
1. your warranty had already expired
2. the model had been discontinued by Clevo, making it impossible for us to have the motherboard in stock. We had to return the laptop to Clevo's North American service center to have the motherboard replaced.
3rd service issue:
RMA Issued Oct 24, 2005
PC Received Nov 16, 2005 - motherboard failed test and had to be ordered from Clevo. Received from Clevo and replaced
Dec 8, 2005.
Shipped to Chris Baker on Dec 9, 2005; UPS Tracking Number: 1ZE52513A841765472
- Costs paid for by WidowPC: $395 parts +$85 labor + $40 UPS Ground return shipping
- Total cost: $520
There is no need to guess who has had the laptop for what number of days. The exact number of days are listed in the reply below.
Chris, we are just as willing to continue to fix this laptop at no charge as we have been in the past. I and my staff have been very responsive on the phone and in email with you in the past. We are also willing to talk with you on the phone assuming you are not threatening legal action. However, recently you have been threatening to sue us if we did not refund your money right away. Our policy with any legal issue is to correspond in writing only. We believe that your attorney would advise you to do the same if you are truely talking with one. We have asked you to communicate with us in writing. Your letter is an acceptable form of communication in a pending legal issue.
If you were just pulling our chain on the law suit threats, then we're happy to talk with you on the phone.
As I stated above and as it is stated on the web site, we pay for shipping back to us within the first 30 days. Which is what we did for the customer you are referring to. Something you didn't note is the customer specifically mentioned how great we have been with him on the phone. Here is the quote from resellerratings:
"I called Widow PC and Joshua spent literally hours with me going over all the possible causes for the problems. Despite all our efforts, we could not get it working. Joshua has readily agreed to build me a new computer from scratch and take this one back. Joshua took my complaints very seriously and worked with me for hours, at night no less. I am very appreciative of this truly positively outrageous customer service and look forward to getting the new computer. I will report back here on how that goes... to be continued ... "
There is no "probably" in determining who has had the laptop for how long. Your ordered on Oct 6, 2004 and it was shipped on Oct 15, 2004. The number of days it has been with WidowPC repair is independently verifiable. According to UPS shipping records, your laptop has been with us a total of 30 calendar days. As of today, there have been 462 days since the laptop was shipped to you. Divide 462 by 30 for a rough estimate of the time the laptop has not been in repair. 15.4 months. Not "6-7 months."
It is out of warranty just like it was last time we replaced parts with new ones at our expense. If we received the laptop and we can still find no reason why the motherboard is malfunctioning, we probably will replace the entire unit with a new unit. Since, the unit you have is no longer manufactured the Clevo, we'll probably have to replace it with an new model. However, this is exactly the same thing we would have done if you had not threatened legal action, had not spread falsehoods on this site since is it just about the only option left to solve the problem. If the new model we send you has a motherboard meltdown, we have to conclude that this is a user misuse issue as noone that I consulted about this, including 20 year tech support veterans have seen three motherboards in a row fail due to manufacturer defect.
You state that you have all the paperwork, but also state hugely erroneous or misleading repair times. I can only conclude that you do not have the paperwork and are attempting to remember these events just from memory or, if you have kept records, you are being malicious. Either way, you are incorrect with independently verifiable sources to prove it. I have apologized for the delays where they occurred and the problems with the laptop. I'd like an apology from you on this board for the false information (not an edit of your post) you have posted here. If you do apologize, then I will conclude that it was not meant in a malicious way but was just an understandable mistake in memory of the events.
You state that you will take this to the "next step" if you have not received the items above that would make you satisfied. Yet, isn't a public letter to the press a "next step." It hasn't even been 5 business days from the date you wrote the letter (as stated on these forums). From what I have seen, you have had regretable and inconvenient problems with your PC...problems that I think the other system integrators here can verify are extremely unlikely to occur three times in a row if it is simply a manufacturer defect. WidowPC has fulfilled our warranty and service claims with you each time at very significant cost and even gone beyond those claims by paying for parts and labor after your warranty was expired. If we were a bad company, we'd simply ignore you and this forum, since your warranty is expired.
In conclusion, WidowPC does have problems. Hardocp has shown a spotlight on them. However, WidowPC's problems do not include screwing customers. The day that happens, I resign. The company was founded on helping customers. It's the reason we continue to talk to you, Mr. Baker, despite what looks like an attempt to use a truthful article on a respected website as social momentum to twist your issue with false information.
If you are willing to not threaten us and instead work with us to solve this issue, we are willing to continue to work with you. If you wish to attack us with lawyers and the letter of the law, we have one one on staff and have fulfilled every bit of our contract with you. I suggest you rely on WidowPC's spirit of customer service instead and let us help you.
Regards,
Joshua
Joshua McClure
Founder, WidowPC
Complete listing from WidowPC customer service database:
Customer service database record 3273
Purchase:
October 6, 2004 - purchased by [omitted due to customer privacy] Baker for shipment to son, Chris Baker.
1st service issue:
RMA issued: March 21, 2005
Received April 12, 2005 - motherboard failed test and was replaced
- Costs paid for by WidowPC: $395 parts +$85 labor + $40 UPS Ground return shipping
- Total cost: $520
Ship date April 14, 1ZE52513A841668845
2nd service issue:
RMA issued: July 12, 2005
Received July 20, 2005 - motherboard failed test and was replaced
Shipped to Chris Baker July 26, 2005; UPS Tracking Number: 1ZE52513A240204974
- Costs paid for by WidowPC: $395 parts +$85 labor + $80 UPS Next Day Year return shipping
- Total cost: $560
Warranty Expired:
October 6, 2005
3rd service issue:
RMA Issued Oct 24, 2005
PC Received Nov 16, 2005 - motherboard failed test and had to be ordered from Clevo. Received from Clevo and replaced
Dec 8, 2005.
Shipped to Chris Baker on Dec 9, 2005; UPS Tracking Number: 1ZE52513A841765472
- Costs paid for by WidowPC: $395 parts +$85 labor + $40 UPS Ground return shipping
- Total cost: $520
Point-by-point public response to the public letter you posted in this forum (that we have not received):
To Whom It May Concern,
First let me start by letting you know that in with this letter I have enclosed my laptop, and all the software and cables that came when I purchased it. I bought this laptop from your company a little over a year ago, for approx. 4000.00
Purchase price is listed as $3748 for Clevo chassis D870T, 2 GB RAM, 2 80GB , internal wireless module, Microsoft Windows XP Pro, 12 cell battery, Port Replicator, Microsoft Office basic, McAfee Virus Scan.
I purchased it so that I could have a way for my clients to view their projects, demos and graphic work. As a video production company, I need the best to make my clients happy. After a great deal of research and talking to numerous people, it was down to your company and a few other custom PC builders. After speaking with Josh, who is supposed to be one of the owners, I felt your company would be best suited for my business purchase.
Lets start at the beginning. When I purchased the laptop Josh was very helpful. He assured me that I would get a top of the line laptop bag with my purchase, not the one it normally came with. Other companies, like Alien Ware, were offering a pro bag with lots of storage and protection for the laptop. When I got the laptop and the bag, I was surprised to find a very end of the line bag. A bag that had no storage and no protection what so-ever. It was nothing like the one I was promised this was my first disappointment. I had to go and purchase a High Sierra bag for 50.00, one that would protect my investment.
The bag you received is the same black laptop bag as the bag that I use with my laptop. It has an outer zipper pocket which is 16" wide x 9 1/2" tall x 1 1/4" deep when empty. The outer pocket expands to 3" deep when full. It also has an internal storage pocket for papers, and foam padding 3/4" thick covering all internal surfaces of the bag. I'm sorry you didn't like it. I do like mine and have carried my Sting 417 (since Oct, 2004) all over the world with it and the laptop has never had any service issues and is still in like new condition.
The bag came free with the laptop. We offer three upgraded bags on the site, which you chose not to purchase because I recommended that you save some money with the included bag.
Another point Josh made was that they used Sager the same chassis that Alien Ware used. It wasnt until recently that I read reviews stating that Sager chassis were poorly designed ad engineered and that Alien Ware used Fujitsu a much better engineered and designed platform. So Im beginning to wonder what is truth and what isnt at this point but more on this later.
WidowPC has never done business with Sager. Sager is a competitor. I would never say that we sell a competitors product. As I explain to every customer, we use a Clevo chassis. This is the same chassis as is used by Sager, Alienware, Falcon Northwest, VoodooPC, Hypersonic and just about every other high performance laptop manufacturer. I do not know if Alienware currently uses a Fujitsu laptop chassis. However, I do know that at the time of your purchase and up to 6 months ago, Alienware only used a Clevo chassis.
From the point of purchase I had my laptop for five months. I use it for business and graphics only, such as Carrara, Boris Red and After Effects,
I'm happy that you were able to use the laptop for productivity. I hope that it has helped you grow your business and has helped with customers viewing your work.
it stays in my office 95% of the time, which is a room that stays at 60 degrees.
Since I have no knowledge of your home or comfort standards, I wasn't going to comment on this until I looked at the temperature you state. 60 degrees is incredibly frigid. I can see how this might be possible during the winter if you left the heat off. You must have an an incredible electricity bill. However unlikely, it is possible that you do keep your office at this temperature and that clients who come to see your work on the laptop in your office (since the laptop is there 95% of the time) are fine with the temperature.
Additionally it is hooked up to an APC Smart UPS 1500VA USB an eight hundred dollar professional power surge protection, power filter and conditioner. This same unit has our Avid editing systems hooked up to it. So five months in and the laptop dies for the first time, I PAY to send it back to your company for repairs. I wait, and wait and wait; it takes a month to get it back.
Here are the facts. They are obviously different from your version of the events. See below for the complete record of service issues with this laptop as stated in our customer service database, verifiable from UPS tracking numbers and online database and audited purchasing logs.
1st service issue:
Return Merchandise Authorization (RMA) issued to customer: March 21, 2005
Received April 12, 2005 - motherboard failed test and was replaced
- Costs paid for by WidowPC: $395 parts +$85 labor + $40 UPS Ground return shipping
- Total cost: $520
Ship date April 14, 1ZE52513A841668845
As stated on our website, in the first 30 days, we pay for service issue shipping TO (up to $50) and FROM WidowPC for any service issues. After the first 30 days, we pay for return shipping to the customer. When we first started the business, we paid for shipping both ways at all times and wound up paying for pcs to be shipped to us for issues that could be easily fixed over the phone. This was swamping our service techs and causing legitimate hardware issues to take longer than the 2 - 3 business days we aim for. Noteably, two of the three service issues that you claim took over a month actually were within that 2 - 3 turn around window. You are welcome to check your UPS records for that information. We can send you a print out from UPS as our shipping system is integrated with theirs.
Also, I can't help but notice the long span of time (21 days) between when we issued the authorization to return the laptop for repair and when it was received for repair. It seems you waited quite a while to send it to us. That is fine. However, please don't blame that delay on us since we received it on the 12th and shipped it to you at our expense on the 14th.
Once I get it back it works for another one to two months and then dies again now for a second time. I again PAY to send it back to have it fixed and again I wait a ridiculous amount of time for it to be returned to me.
I'm am very sorry that the laptop failed again. We were not able to determine why your motherboard failed again. However, your motherboard's continuous failures (see service history below) is either a wild fluke or there is something you are doing to the laptop to cause it to fail. Again, your version of events do not work with the facts and are biased towards making WidowPC look like a company that is not doing it's job to service your issue. See immediately below for this specific service issue and bottom of post for complete service records on this unit.
2nd service issue:
RMA issued: July 12, 2005
Received July 20, 2005 - motherboard failed test and was replaced
Shipped to Chris Baker July 26, 2005; UPS Tracking Number: 1ZE52513A240204974
- Costs paid for by WidowPC: $395 parts +$85 labor + $80 UPS Next Day Year return shipping
- Total cost: $560
Again, the laptop was repaired within our goal time of 2 - 3 business days (with a weekend in the middle)...ie, laptop was received on a Wednesday afternoon, in RMA Thursday, Friday, Monday and shipped out on Tuesday the 26th.
It's returned and again it works for about 3 months and then dies AGAIN. I return it for a third time at my expense and get it back after a very long wait and its working.
As I said on our phone conversation, I am truely sorry for the delay on this service instance. This is the first repair in your service record during which it did actually take longer than I would want our repair time to be. However, it's also the longest you've taken to send it to us (22 days) after we issued you the authorization number to return it to us. Ironically, it took us 22 calendar days to ship it back to you once we received it. So your total down time could have been cut in half if you had simply shipped it when we asked you to ship it to us. This goes without mentioning that Alienware and Dell and many other companies would have asked you to pay for phone support and refused to issue any return authorization since your laptop was out of warranty. We supported you on the phone, issued a return authorization and repaired the laptop at our expense despite the lapsed warranty.
Again, we don't know why your motherboard continues to destroy itself. However, if even a small percentage of our customers required us to pay $1600 in repair expenses for their laptop (nearly half the purchase price) we would go out of business very quickly. As I mentioned, there is something funny going on with the way you are using the laptop or you are experiencing a virtually impossible statistical fluke in mean time between failure (MTBF) ratings.
Again, I apologize for the delay. However, at the time of your reported problem (Oct. 24th, 2005):
1. your warranty had already expired
2. the model had been discontinued by Clevo, making it impossible for us to have the motherboard in stock. We had to return the laptop to Clevo's North American service center to have the motherboard replaced.
3rd service issue:
RMA Issued Oct 24, 2005
PC Received Nov 16, 2005 - motherboard failed test and had to be ordered from Clevo. Received from Clevo and replaced
Dec 8, 2005.
Shipped to Chris Baker on Dec 9, 2005; UPS Tracking Number: 1ZE52513A841765472
- Costs paid for by WidowPC: $395 parts +$85 labor + $40 UPS Ground return shipping
- Total cost: $520
This time it took only three days for it to stop working. I call to talk to Josh who is the so called owner and he tells me that Steve will call me back to discuss this issue on a 4000.00 laptop. After waiting many days and calling many times, Steve or Josh do not return any of my calls. Customer Service?!? Can we guess who has had the laptop more? Me or Widow PC who supposedly backs their merchandise so well? Lets just say I havent gotten much use out of it and now it's losing my company money. Now a month after it has died and still no return phones calls, no RMA number, nothing!!
There is no need to guess who has had the laptop for what number of days. The exact number of days are listed in the reply below.
Chris, we are just as willing to continue to fix this laptop at no charge as we have been in the past. I and my staff have been very responsive on the phone and in email with you in the past. We are also willing to talk with you on the phone assuming you are not threatening legal action. However, recently you have been threatening to sue us if we did not refund your money right away. Our policy with any legal issue is to correspond in writing only. We believe that your attorney would advise you to do the same if you are truely talking with one. We have asked you to communicate with us in writing. Your letter is an acceptable form of communication in a pending legal issue.
If you were just pulling our chain on the law suit threats, then we're happy to talk with you on the phone.
I have decided I cannot waste anymore time or money on your company. Considering no one can find the time to get back to me I am sending everything back, as I said previously. Another point of contention is that in a bad review on ResellerRating.com you state that you pay to have it shipped back for repairs. This is a blatant lie as I have paid to have it shipped via FedEx each time and have the receipts to prove it.
As I stated above and as it is stated on the web site, we pay for shipping back to us within the first 30 days. Which is what we did for the customer you are referring to. Something you didn't note is the customer specifically mentioned how great we have been with him on the phone. Here is the quote from resellerratings:
"I called Widow PC and Joshua spent literally hours with me going over all the possible causes for the problems. Despite all our efforts, we could not get it working. Joshua has readily agreed to build me a new computer from scratch and take this one back. Joshua took my complaints very seriously and worked with me for hours, at night no less. I am very appreciative of this truly positively outrageous customer service and look forward to getting the new computer. I will report back here on how that goes... to be continued ... "
So now the laptop is out of warranty by about four months which is due to the fact that it has spent more time with you to fix the laptop. If you look at the paperwork I have actually had the laptop a lot less than a year, probably closer to 6-7 months all together.
There is no "probably" in determining who has had the laptop for how long. Your ordered on Oct 6, 2004 and it was shipped on Oct 15, 2004. The number of days it has been with WidowPC repair is independently verifiable. According to UPS shipping records, your laptop has been with us a total of 30 calendar days. As of today, there have been 462 days since the laptop was shipped to you. Divide 462 by 30 for a rough estimate of the time the laptop has not been in repair. 15.4 months. Not "6-7 months."
It is out of warranty just like it was last time we replaced parts with new ones at our expense. If we received the laptop and we can still find no reason why the motherboard is malfunctioning, we probably will replace the entire unit with a new unit. Since, the unit you have is no longer manufactured the Clevo, we'll probably have to replace it with an new model. However, this is exactly the same thing we would have done if you had not threatened legal action, had not spread falsehoods on this site since is it just about the only option left to solve the problem. If the new model we send you has a motherboard meltdown, we have to conclude that this is a user misuse issue as noone that I consulted about this, including 20 year tech support veterans have seen three motherboards in a row fail due to manufacturer defect.
I no longer want the laptop fixed; I either want a FULL refund in a timely manner or a completely NEW system. If I do not hear from your company within 5 business days of receiving this I will take this to the next step. I have all the paperwork, documented phone calls, and receipts to prove that this laptop is not and has not performed in accordance to what your website states. Further more your customer service is the farthest from being and/or offering fanatical support. This should have been fixed right the first time, never mind the third or fourth time.
You state that you have all the paperwork, but also state hugely erroneous or misleading repair times. I can only conclude that you do not have the paperwork and are attempting to remember these events just from memory or, if you have kept records, you are being malicious. Either way, you are incorrect with independently verifiable sources to prove it. I have apologized for the delays where they occurred and the problems with the laptop. I'd like an apology from you on this board for the false information (not an edit of your post) you have posted here. If you do apologize, then I will conclude that it was not meant in a malicious way but was just an understandable mistake in memory of the events.
You state that you will take this to the "next step" if you have not received the items above that would make you satisfied. Yet, isn't a public letter to the press a "next step." It hasn't even been 5 business days from the date you wrote the letter (as stated on these forums). From what I have seen, you have had regretable and inconvenient problems with your PC...problems that I think the other system integrators here can verify are extremely unlikely to occur three times in a row if it is simply a manufacturer defect. WidowPC has fulfilled our warranty and service claims with you each time at very significant cost and even gone beyond those claims by paying for parts and labor after your warranty was expired. If we were a bad company, we'd simply ignore you and this forum, since your warranty is expired.
In conclusion, WidowPC does have problems. Hardocp has shown a spotlight on them. However, WidowPC's problems do not include screwing customers. The day that happens, I resign. The company was founded on helping customers. It's the reason we continue to talk to you, Mr. Baker, despite what looks like an attempt to use a truthful article on a respected website as social momentum to twist your issue with false information.
If you are willing to not threaten us and instead work with us to solve this issue, we are willing to continue to work with you. If you wish to attack us with lawyers and the letter of the law, we have one one on staff and have fulfilled every bit of our contract with you. I suggest you rely on WidowPC's spirit of customer service instead and let us help you.
Regards,
Joshua
Joshua McClure
Founder, WidowPC
Complete listing from WidowPC customer service database:
Customer service database record 3273
Purchase:
October 6, 2004 - purchased by [omitted due to customer privacy] Baker for shipment to son, Chris Baker.
1st service issue:
RMA issued: March 21, 2005
Received April 12, 2005 - motherboard failed test and was replaced
- Costs paid for by WidowPC: $395 parts +$85 labor + $40 UPS Ground return shipping
- Total cost: $520
Ship date April 14, 1ZE52513A841668845
2nd service issue:
RMA issued: July 12, 2005
Received July 20, 2005 - motherboard failed test and was replaced
Shipped to Chris Baker July 26, 2005; UPS Tracking Number: 1ZE52513A240204974
- Costs paid for by WidowPC: $395 parts +$85 labor + $80 UPS Next Day Year return shipping
- Total cost: $560
Warranty Expired:
October 6, 2005
3rd service issue:
RMA Issued Oct 24, 2005
PC Received Nov 16, 2005 - motherboard failed test and had to be ordered from Clevo. Received from Clevo and replaced
Dec 8, 2005.
Shipped to Chris Baker on Dec 9, 2005; UPS Tracking Number: 1ZE52513A841765472
- Costs paid for by WidowPC: $395 parts +$85 labor + $40 UPS Ground return shipping
- Total cost: $520
Chris_Morley
Former [H] Consumer Managing Ed.
- Joined
- Jul 5, 2000
- Messages
- 3,609
Ok, we have a point and counterpoint posted in this thread. I really don't want to turn this forum into a public debate between customers and vendors. Grievances can be aired, and responded to, but in this sitation - in the light of legal issues being discussed, I highly recommend that both parties continue this conversation through more proper channels.
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