|MORGAN COMPUTERS 2|
& Hewlett Packard
Another Morgan customer notes:
Friday, 29th January 2010
Tuesday, 02nd February
Wednesday, 03rd February
Thursday, 04rd February
Friday, 05th February
Saturday, 06th February
My response was:
"Dear Sir, you have a serious customer relations problem and you are on the verge of losing an order because your company is okay at knocking out boxes but nokay when the contents of the box don't work..
"I received the computer below on Tuesday, 2nd February. I found out it wasn't working on Wednesday, 3rd February.
"When I tried to get Morgan to do something about it on Thursday, 4th February, I spent an hour and a half on the phone being bounced backward and forward between Morgan and Hewlett Packard, trying to get a return number from HP [which I still don't have] and getting the information I needed from Morgan in dribs and drabs.
"I am now wondering why I was messing about with HP as I bought the computer from Morgan, not HP.
"What I would like is for Morgan to supply me with a replacement computer, one that works, and collect the one that doesn't work when the replacement is delivered. But this has to happen before deadline for cancelling the order runs out.
"Is there any hope of clearing up this mess before the deadline arrives? Or should I just resign myself to writing Morgan off as a computer supplier and taking my business elsewhere?
I am now waiting to see if there is any reponse
Monday, 08th February, 16:07 hrs. GMT, email to Morgan pressing the kill switch:
"Under the Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel a contract within seven days - starting from the day after you take delivery of the goods (a "cooling off" period). You have the right to cancel for any reason without penalty. see http://www.morgancomputers.co.uk/moreinfo/yourrights.asp for full details."
In the absence of a response to this email, I have decided to cancel the order while I still have the opportunity to do so.
Would you kindly arrange for the defective computer to be collected from my home for return to your premises and refund the purchase price to my credit card.
Reply from Morgan
To: Morgan Computer Shop
was read on Mon, 8 Feb 2010 16:59:03 -0000
Support <email@example.com> wrote @ 17:14 on 08/02/2010
Sorry to hear you are having problems. Please could you provide me with the exact problem you are having and I will get the matter looked into.
Tuesday, 09th February, email to whoever it is at <firstname.lastname@example.org>
The problem is that I ordered the notebook computer described below on Friday, 29th January. The notebook arrived on Tuesday, 2nd February and when I tried it out on Wednesday 3rd February, it didn't switch on. I was told by your technical support department that it wouldn't work off the mains adaptor until the battery had been charged for 4-6 hours and there should have been a note packed with the computer to tell me that.
The 'battery charging' light went out after an hour and a half. I made another call to your technical support department to report this turn of events and I was assured that if I left the computer plugged in for the full 6 hours, it would work. But pressing the 'power' button didn't make it work and the charging light remained dark during the rest of the time I left the notebook connected to the mains.
On Thursday, 4th February, I tried to get the computer returned to Morgan and I was sent off on a wild goose chase to Hewlett Packard for a return number.
On Friday, 5th February, I got a call from Hewlett Packard to say they hadn't received page 2 of a fax offering proof of purchase so I re-sent the fax.
At 4 p.m. on Monday, 8th February, having heard nothing more from HP, and having received no response to an email sent to Morgan on Saturday 6th February, and with the deadline for cancelling the order fast approaching, I decided to save myself a lot of time, trouble and frustration and cancel the order with the email to which you have replied.
The problem now is that time is running out and it doesn't seem possible for you to supply me with a working computer, which I will have to test for myself, before the deadline for cancelling the order runs out.
And that's about it.
Wednesday, 10th February, email to Morgan
You sent me a defective computer, I have exercised my right to cancel the order within 7 days of receipt of the defective computer and I have an email from you acknowledging the cancellation instructions (see below).
Would you kindly arrange for:
Surely there is someone at Morgan who can manage this without further delay.
Thursday, 11th February
Monday, 15th February
Tuesday, 16th February
p.s. The Support people @makingitgreen.co.uk seem to have given up on me if I can't produce an HP return number, which doesn't seem likely if the useless mob at HP continue to ignore my faxes. The Support mob seem unable to grasp the facts, namely that if I bought the defective computer from Morgan, then Morgan should handle retrieving the goods which are "unfit for purpose" and giving me my money back, and simple consumer law doesn't allow Morgan to palm me off on to some non-involved third party. But if the people on the "Speak to a human" number can do their job, I might be able to by-pass the unsupportive Support mob.
Wednesday, 17th February
Friday, 19th February
Would you buy this company's products again?
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