Date: 17 Dec 98 18:00:02 -0500
From: Ray Shaw rshaw@northcastle.com
Subject: RE: MacWarehouse Selling Practices 
To: editor editor@computerbits.com
Reply-To: Ray Shaw rshaw@northcastle.com

With this letter, I am lodging a formal complaint against MacWarehouse
(NJ) for disceptive selling practices.This information has been provided to
the CT, NY, NJ, CA, MA Depts. of Consumer Protection, MAC WORLD Magazine,
Federal Trade Commission, National Fraud Watch, Alexander Law.
I thought you and your readers should be aware of this situation before
doing business with MacWarehouse.

On 12/8/98 I received an e-mail from MacWarehouse offering iMAC computers
for $1099. Wanting to get my father a no-nonsense Christmas present so he
could 'surf' the Internet, I contacted MacWarehouse and ordered a
computer. I was told by the MacWarehouse salesman (Robert Duricko), the
refurbished units were inspected and covered by the same warranty as new iMacs
and if I had any problems with the computer, MacWarehouse would take care of
it. He said to call him if I had any problems.

On Monday 12/14 I received the refurbished iMac computer from
MacWarehouse and was unsuccessful in starting it up. It started for a few
seconds and then shut down immediately. After going through a start-up procedure
specified by APPLE and having no luck restarting the machine, I immediately
called MacWarehouse technical support. I was told in no uncertain terms they
couldn't help me; I would have to contact APPLE directly and take the
unit to them for service. I then talked to MacWarehouse Customer Service and
was told, it was 'their policy' not to support refurbished MAC eqiupment
and that I could neither return nor replace the computer. I tried to
contact Mr. Duricko but he didn't return my call. 

I then contacted APPLE Tech Support (case# 358-1252) who contacted
MacWarehouse and seemed surprised by MacWarehouse's response. He was greeted by
the same policy statement where upon he suggested to me: 'It sounds like
they're trying to get rid of refurbised computers (with no regard for their
customers).'  At this point, the APPLE Tech suggested I contact a local
service shop to have the machine checked out and separately lodge a formal
complaint with APPLE Customer Service against MacWarehouse.

I delivered the defective computer to Metro Business Systems of Stamford,
CT (APPLE recommended service center) on 12/15/98 for diagnosis.

On 12/17/98 I lodged a formal complaint with APPLE Customer Service.
(Latisha) They responded that they felt the situation was very bad and they
would address it immediately. 

On that same day I received a call from Metro Business Systems stating
they had bench tested my iMac and found it to have a small hole in the
screen and missing screws in the case. They say the unit tries to boot up but
shuts down from a power overload. They stated: the unit could not have been
inspected prior to delivery (as promised by MacWarehouse) or it wouldn't
been shipped. They said, the situation is very bad; the unit must be
replaced! Metro went on to say they would contact MacWarehouse and Apple to try
to gain resolution from one or the other parties and get me a new iMAC machine. 

Metro Business who has been helpful in this process called me today
(12/17 at 16:30) to tell me, they found out the machine was not refurbished by
an Apple Authorized service provider as advertised in their original ad.

In the mean time, I am so enraged by how MacWarehouse has treated my case
and want to make you aware of there practices. In a day where the
consumer is protected from deceptive practices by car dealers, service providers
and retailers, I am surprised by MacWarehouse's policy of knowlingly
selling defective equipment with no concern for the customer and then
arrogantly denying to help fix or replace the problem equipment.  

Whether my father receives his Christmas present in time for Christmas is
still, yet to be determined.

If you have questions or comments feel free to contact me at this
address. Thank you for you consideration. R. C. Shaw