In October - we purchased a $2000 gaming computer from Magic Micro for our son's 16th birthday. Right off he started having problems with the computer working properly. The monitor would go blank/dark, or the image on the screen would freeze. The problems rendered the computer inoperable.
We called Magic Micro and tried to troubleshoot under the direction of Ed Kutcha in the support group at Magic Micro — but that didn't help, so we paid the postage & sent it back to them. They had the computer for several weeks and when we finally got it back it immediately started to give our son trouble again. I called Magic Micro and asked to speak to Ed's supervisor.
A supposed supervisor named "Lee" told me they would not give a refund because it was past the 30 day warranty. I expressed how upset I was with the performance of the computer. Lee was totally indifferent to the situation - basically saying "too bad" and he implied that my son did something to cause the computer to fail — which is not true. All our son does on the computer is play games. And he hardly has gotten to do that because the computer hardly worked when we had it.
After talking to Lee and realizing that I was getting no-where fast - I asked to speak to Lee's supervisor. Lee said that he does not have a supervisor. I then asked him the name of the owner of the company. He told me the owner's name was "John." I asked for John's last name and Lee said "he doesn't have one." I was highly offended and insulted by Lee's sarcastic, rude and extremely unprofessional behavior toward me — the customer! I asked him if he was trying to be funny and expressed how upset I was with his demeanor toward me. He made a half-hearted effort to apologize.
After that disappoiting and unnerving telephone encounter, I agreed to send the computer back again for Ed to try and fix again. They have had the computer for several weeks and we did not hear a word until today when my husband was finally able to get Ed on the phone — after my husband left numerous messages and never received a response.
Ed was vague, aloof, and distracted when speaking to my husband today (8-2-12). Ed was unable and did not offer any indication as to when the computer might be fixed - and back in our home. Ed said something to the effect that he was going to try a few more things. My husband and I suspect Ed is the only support person at the company and he is overwhelmed with and perhaps under trained for the job.
We have become extremely frustrated and aggravated with Magic Micro and their severe ineptitude at serving the customer and providing a quality product. We are aggravated that we ever went near Magic Micro and cannot wait to have them out of our lives. We want a full refund from the company.
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