The first thing we did to try and get the pc sorted was call L about the 14th who gave me the number for customer service so I can lodge a complaint and see about the 28 day money back guarantee because the pc should be working better than it was and how surprised he was because its such a great pc.

The customer services number 08705-133-097 L gave me said there is no 28 day money back guarantee and S ext 3603 said she would set up a tech callback for in the evening to sort out the pc problems.

Thinking maybe we misheard L when we first went in to buy the pc, my husband called the Mander Centre, Wolverhampton TINY showroom around the 19th of december and spoke to M another salesmen there and posed as a customer and asked him all the same questions. And when Mano gave us all the same answers L did, my husband told him who he was and why he was calling.

After going quiet for a bit, he then said he can have the manager call my husband Brett back at which point Brett handed me the phone and M asked what problems we are having with the system because the system we got is top of the range. I told him and he said the freephone number is only free if you live in Surrey, otherwise its billed national rate. And the pc should be much faster than what I am saying , that it sounded like I had a corrupted drive and should back up my disks and use the sytem restore disk to repair it. And he would have the manager call back but there is a 28 day money back guarantee he said we must have been dialing the wrong number so he gave me the correct number which was 08705-133-097 (which is the same cust service number).

Within about an hour I got to speak to Z the manager who assured me that yes there is a 28 day money back guarantee and for us to write to TINY headquarters on Bonehurst drive in Redhill and tell them the problems we are having with the pc and ask for a refund or exchange because the pc should be working far better than we described and within 3 days we are guaranteed a response. Also he apologized about the freephone number because there isn’t any freephone number.

But then I called back to the cust services number 08705-133-097 to complain yet again and when I asked them again about the 28 day money back guarantee I was told there isn’t one and that address is their address. But they said they will look into what we have been told by the store and get back in touch with us.

On Christmas E from Tiny called a customer services advisor who basicaly said that he spoke to the manager at that store even though he didn’t get the managers name and basicaly they say they gave us all the correct info and we were mistaken , we were basicaly made out to be lying by E and told nothing would be done.

So infuriated, my husband handed the phone to me to speak with this E and the only thing that showroom did admit is giving the wrong info about the freephone number but according to them that’s Ok because the manager already called us back about that. I was far from happy about that and somehow he tried to say my husband said to him that he was indeed given the right info about the pc itself when in fact my husband was agreeing that yes the manager did call back and give him the right info.

E argued that point with me till finally I got my husband back on the phone to make him realize he wasn’t agreeing with E that we were given the correct info about everything else only the freephone number but of course that was long after the sale. So after E tried to get us to say we are liars I got to speak to J S, a supervisor who also works in tech support who went over everything AGAIN, and after all was said and done said he would look into it and get back in touch and he would help me with my tech problems.

I advised no way would we be paying for tech support phone calls when we were lied to at which JS advised yes if we send in our phone bills would be reimbursed.

He realized our PC had no anti-virus so he sent us the pc-cillan anti-virus disk, and helped me a little bit but for the pc crashing he would have had to have the error messeges to be of further help.

Next we spoke to S B ext 3564 on 27/12/01 who works in escalations. After explaining the situation YET AGAIN she seems genuinely unhappy that the store had given us “incorrect info”(lies). So she called the store herself and after speaking with them and them admitting to giving us the “incorrect info” (lies) she authorized a full refund ref number:XXXXX (held back by editor) but my husband Brett who wrongly was under the impression we bought a decent pc and shouldn’t have problems with it threw away the boxes it came in. And S said we would have to pay another £15 per box to return it and get the our money back. Which considering all the money on phone calls we had spent(over £10 worth) and the aggravation and indignity we suffered I thought that was out of the question.

I agreed that if it had been a faulty pc and needed replaced and that was the only problem then I would have gladly paid for the boxes but after the nightmare these people put us through we would not be paying for any boxes even if we could afford it , it was on principal as we have suffered so much already and should not have to pay for anything else.

Finally, she went and got a supervisor for me to speak to because I refused to pay for the boxes.

So I speak next to L W ext 3563 who is a escalations manager. She wasn’t apologetic or even friendly and didn’t seem to care we were lied to. With her attitude and when she said “we don’t even have to give you a refund but we are” I had enough and gave the phone to Brett who proceeded to try and make her realize we are the victims in all of this and even though she admitted yes we have been lied to she refused to let us have the boxes. At which point we got the details for managing director Andrew Walwim. We were not allowed his email so we had to send our complaints via the man under Andrew , which we sent numerous emails with no acknowledgment of ever receiving them.

Finally sending a letter to Andrew 7/1/02 we did receive a call from CS his behalf 10/1/02 who I called on 11/1/02 regarding the situation but of course she was unavailable as I got the voicemail all 4 times I tried to call from work. On 1 messege I asked that since we both work steady shifts and she is only at work till 4 and I cant get through to leave a name and number for someone who works a later shift on our home phone number but of course she didn’t. At this point we believe something needs to be done because we have been victimized and it shouldn’t have taken this long for a response. Salesmen should never be allowed to plainly lie to get a sale, and what makes it worse is not only did L lie to us but M lied to us and the manager of the store Z lied to us and unless I spent most of my Christmas holiday on the phone(at our cost) and mailing letters to the head of the company trying to get what we are entitled to then we would just be stuck with a computer that doesn’t work properly and no one in the whole company who cares that we have been robbed out of our hard earned money.

We just want some justice. All along we have been made out to be liars and finally when its shown that YES we were given “incorrect info”(lied to) we still cant get anywhere.

Please help.

Sincerely,
Brett and Angela Wilson

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