Ken Sanford from USA
Date - Sunday, March 11, 2001 at 16:22:17 (EST)

Actually, all my experiences with Midwest Micro have been positive. I've purchased as both a home user (the first was a P150 Classic machine, later a P233MMX, a PII/350, a PIII/733, and a PIII/1GHz), and as a corporate user (a substantial number of PII/400's, PIII/600's, PIII/733's, and PIII/1GHz machines). I've had a total of three problems. The first machine (P150) had a bad motherboard (Asus P/I-P55TP4N) - it would run at 166MHz, but would lock up at 150Mhz (go figure). Total of two calls to support - the first getting some troubleshooting suggestions, the second getting an RMA - they cross-shipped a replacement motherboard, and all has been well since (the machine is still running). Another bad motherboard (Gigabyte BX model) was replaced at the first call. Lastly, one PCMCIA card reader was defective, and again replaced at the first call. On the corporate side, I've also dealt with Micron, Dell, HP, and Compaq, and I can honestly say I've had better response (and better results getting problems repaired) from Midwest Micro than any of the others.

Joel Brand from USA
Date - Friday, December 22, 2000 at 14:50:41 (EST)

Worst computer of the 10 or so I've bought. I've had to replace the motherboard twice (the first one they sent was defective) for a total of 2 weeks of down time and now the hard drive twice (again, the first one was defective -- it smoked when I hooked it up). The tech support staff and friendly but impossible to reach and have impossible policies to implement. I would sue them in small claim's court if I had the time! I've spent dozens of hours waiting for technicians on hold or on the phone with them.... Companies like this are going to bring in government legislation of the computer industry.

Bob Allevo from Eat Hartland, CT USA
Astrophotography and SkyFoto
Date - Wednesday, December 20, 2000 at 13:32:30 (EST)

Back in early '95 I purchased a then speedy P90 loaded system with an extra 32m of RAM ($625). The O/S was W/W3.11 with an upgrade to Win95 when released. After installing the free upgrade, I had trouble installing the drivers for all of the components. Help from MWM, (stands for $#@^%) was not available since I changed the O/S!!! Several computers later, I am still trying to find a driver for their 17" Elite Infotel monitor (# SRC1702P). Although the 1995 $4500+ system has been reliable, except for the annoying feature of the monitors unability to maintain picture size/location settings after re-boot, I would never purchase another micro byte from them.

riyas mohemed from calicut, India
keywordindia
Date - Wednesday, November 29, 2000 at 06:33:43 (EST)

nothing

nancy vanhoose from urbana, OH USA
Date - Tuesday, October 24, 2000 at 05:14:59 (EDT)

my experience with them has not been good.i purchased my computer from them because they were a local company and i liked the feature of one year in-home service.the in-home service is a joke. they want you to go inside your tower so you can tell theem whats wrong before they will come in-house.i've had nothing but problems with them from the beginning.i've e-mailed the ceo and got no response,so i guess they dont care.they got my money and i guess thats all they were interested in.i personally hope their shut down,or that something is done about what i consider selling inferior produsts

Joe Wolf from USA
Date - Monday, May 08, 2000 at 13:50:46 (EDT)

I've purchased many (over 100) computers from Midwest Micro. They used to be very good, but in the last 6 months they have reduced customer service and technical support to the point I think they are going out of business. Terrible. We no longer deal with them, but getting warranty parts is IMPOSSIBLE. Do not purchase from Midwest Micro or any of it's other names (Infotel, Global, etc.).

Steve McAllister from USA
Date - Thursday, April 06, 2000 at 03:42:39 (EDT)

I made a purchase of a p3 866 system on 3/13. The system was given a ship date of 3/31, so I waited. A couple of days before the ship date, they pushed it back to 4/6. I called today (4/5) to see if everything was peachy, and they told me the ship date has now been pushed back to 5/5! Needless to say, I cancelled the order.

Eddie Maggitt from USA
Date - Tuesday, April 04, 2000 at 12:54:54 (EDT)

I bought a midwest micro elite p5 from an associate of mine, and wanted a manual for it. I called mw mico after checking their website. They were quite pleasent to work with. They didn't have the manual but directed me to Compal, the company who actually manufactured the computer. NEVER call Compal they are completely rude. They didn't have the manual either (I got a quick answer of no the guy didn't even check)

If ANYONE has a manual for this computer..please let me know I would really really like to have one.

Chuck from Raleigh, NC USA
Date - Friday, March 24, 2000 at 10:23:43 (EST)

We ordered 100 PIII 450 machines from Midwest back when a 450 was still considered a fast machine. We have had a great relationship with MW. When we ordered our systems, we were given a special tech support number that goes to corporate clients. Our IS staff rarely stays on hold for more than a few minutes. All of out part returns are handled via our sales person. We just call him up, tell him what we need, and our parts are here normally within 24-48 hours(slow UPS people, but thats another story).
So, if you are going to buy more than a couple of machines go with Midwest!

Eric from USA
Date - Thursday, January 06, 2000 at 19:23:24 (EST)

My experiences with Midwest have been somewhat positive with the exception of getting a call from one of their management personel chewing me out. I had ordered a system from them and was told that I could pick up the system from them at a specific date. Since I live approx an hour and a half from their location I chose to do this and when i got down to the factory on the day they said it would be ready the system wasent ready. So I jokingly asked them if they would give me some extra software for all the time i was going to spend driving back again to get the system. To my suprise they said they would and were very nice about it. I did of course drive back down and pick up the system another day...end of story or so I thought. Not long after this I get a call and this guy is from Midwest and kinda hot at me for

Siva from Redmond, WA USA
Date - Saturday, January 01, 2000 at 03:54:03 (EST)

Hey stop all the crap. I use a P3500, 128MB, 13Gig, system with no problem at all. I admit they take a century to send the merchandise. All the parts they use are premuim quality.

James Burkee from USA
My Bad Experiences With Midwest Micro
Date - Thursday, December 30, 1999 at 18:26:28 (EST)

In late 1998 I purchased a computer system from Midwest Micro Computers. It turned out to be one of the worst
purchase decisions I have ever made. First there were the product problems: A modem so unreliable that I was often
unable to download software or maintain a connection to the internet, finally resorting to using our laptop instead; and
a bad heat sink that probably caused the computer to crash a few months later. But that wasn't the real problem with
Midwest Micro Computers.

The true nightmare came when I tried to use their much-touted 24-hour customer service and technical support system.
The problem? You can't get through during waking hours (really, try calling them right now -- you won't get through!
Customer service is 800-728-8586, tech support is 800-728-8599). It took me three days to get through to someone
whem my computer crashed -- THREE DAYS. And in order to speak to a real, live technician, I had to wake up at 3
a.m. and call! And, of course, he told me that it would take weeks to get on-site help. My e-mails to technical support
went unanswered, and I only received a response late this year when I filed complaints with the Better Business Bureau,
the Federal Trade Commission, and wrote a letter to the company President. By then, of course, my "1-year on-site"
warranty had run out, and they would only offer to fix my problem if I would agree to send the computer in to them.

All I can do for you, the investigating consumer, is to STRONGLY DISCOURAGE you from purchasing a computer
from Midwest Micro Computers, based on my experience. If you have any problems with your system -- any -- GOOD
LUCK getting any help.

Jimmy Carter from Piqua, OH USA
Date - Friday, December 17, 1999 at 22:16:19 (EST)

I thinks that this website is a good-way for all of you customers who think that the world-revolves around you. Do your homework before you spend $1500. Get there tech-support number and call them just to see how long it takes to get through. Start doing more research and less complaining!!!

john doe from troy, OH USA
Date - Friday, December 17, 1999 at 22:02:10 (EST)

MIDWEST MICRO IS ALRIGHT,BUT REALLY NEEDS TO WORK ON TECH AND CUSTOMER SUPPORT!!!!!

Carl Rockstrom from Spokane, WA USA
Date - Thursday, December 09, 1999 at 03:09:00 (EST)

I bought the following 9 computers from MidWest micro:
3 Pentium 90's, a Pentium 100, a Pentium 120, a Pentium 166,
a Pentium 266 and 2 Pentium II 300's. The only problem I
had was that they didn't deliver on time. When I first had
problems with their machines they replaced a monitor and a
keyboard for me. They even gave me a win95 keyboard
instead of the standard 101. I could get through to tech
support with hardly any waiting. The 2 300's originally
were ordered as 266's but they had so many problems with
back ordered parts that the 300's came in so I told them to
give me those instead. They run slower than the 266, which
I believe is also sluggish compared to others that I have
seen since. I ordered my home computer from them about 2
years ago. It is a Pentium II 233, 64MB RAM, 6.4GB HDD,
I ordered it with a 33.3k fax/data/voice/speakerphone
(because my connection never goes above 24000 here),
DVD II w/ decoder and STB velocity. The DVD quality was so
poor that I sent back the DVD, decoder, and STB card. They
charged me a little more and sent me a 32x CDROM and an ATI
All-in-Wonder. I never was able to get the video capture
to work. When the modem quit working, I spent hours trying
to contact tech support. The hold queue is always full and
they just tell you to call back later, click. I finally got through to someone, and they seem to be very willing to help, but I spent hours trying to diagnose the modem
problem with them. They finally decide to send me a
replacement, but what do they send but a modem that has no
speakerphone capability. Wait a minute, a speakerphone is
no big deal right? So. I paid for it originally. If you
buy a car with a nice AM/FM CD stereo and it quits on you
within the warranty, then they replace it with one that has
no CD, can you go for that? I installed the replacement
modem anyway which didn't work. I spent 3 or 4 more hours
assisting them in trying to find the problem. They decided
to send me another one. That one didn't work either, so
they had me send the box back to work on it. To make a
long story a little shorter, this computer is junk now
because it locks up and won't even start some of my most
important programs, like AutoCAD, and they won't fix it
under their warranty. They won't even respond to my e-mail
and phone calls now. I believe that is fraud and if the
Ohio BBB or Attorney General can't help me with it, I'm
going to devote lot's of my time and money in telling
people my story. There's much more about this that may be
boring so I'll quit here.
Don't buy one and tell everyone else not to also.
I think they may sell computers with other names on them
too, like "Global" maybe? I'm not sure.

Steve from USA
Date - Monday, September 27, 1999 at 20:11:18 (EDT)

I recently bought a a MidWest Micro 433 Celeron with 128 MB RAM, 13 GB hard drive, and a bunch of other little goodies for $964. When I got it, the CD-Rom drive did not work, so I called tech support. I waited barely 1 minute when I got ahold of someone. He was very helpful and guided me through connecting a ribbon that came loose during shipment. It works great and is super fast. Everything is great, highly recomended.

Greg from Troy, OH USA
Date - Sunday, July 11, 1999 at 20:16:44 (EDT)

After graduating from Midwest Micro I needed a job and took the first job offered. I joined Midwest Micro In early January of 99 and quit in March. About their technical support: they have about 5 technical support personal for and about 150 total sales reps. They don't have problems with their phone lines, just so many problems with their junk machines that they can't field all of the calls.
The technical support reps usually have no previous experience, and only average about six months with the company. Also the employees in charge of training the salespeople and technical support reps are not very knowledgeable about computers and are more interested in fielding the most phone calls, not providing the best support.
If you want to try midwest micro, proceed at your own risk, but I would personally buy a machine from dell, I bought one from dell in february and the support from dell has been incredible.

Ann, a CPA from Troy, OH USA
Date - Sunday, April 04, 1999 at 21:20:14 (EDT)

We bought a 486 system in 1996 that would intermittently freeze for no discernable reason. I went through innumerable sessions with tech support and learned much more about the inside of my computer than I ever wanted to, but they never found the problem. Finally, a computer consultant friend looked at it and after many more calls with tech support he had them backed against the wall and they admitted it had to be the motherboard. They agreed to replace it, but only with a refurbished motherboard, whenever one became available, which needless to say, was never. We finally bought a new motherboard ourselves and had our friend install it. We have a business to run and can't waste that kind of time. It has run fine ever since. I have had 3 systems from MWM and used to recommend them but not anymore.
BTW, I have 2 systems from Gateway running fine for 2+ years.

Dwayne Swanson from USA
Date - Wednesday, March 31, 1999 at 19:39:23 (EST)

I bought a 90MHz Pentium system in December of '94 from Midwest Micro and have had no problems with it. I gave it to my brother last Spring when I upgraded to a new system.

I never had to use their tech support and the original system was generic. So, luckly, I avoided the horror stories mentioned here.

Sounds like they are pretty bad.

I will avoid Midwest Micro in the future.

Dwayne

David Taylor from Bismarck, ND USA
Date - Friday, March 19, 1999 at 00:40:39 (EST)

Back in January my father, who knows little about computers, wanted me to help him find a computer for him. I just happened to have received a catalog from Midwest Micro about that time and their prices seemed reasonable. I checked with a couple of people and they told me they hadn't heard of any real problems with the company.
So I ordered him a computer from them in the begining of January and they finally got around to shipping it two weeks later. He had it shipped to me so I could set it up and load some software on it for him. When it arrived I set it up and everything worked fine until I tried to install the printer. The drivers were on CDROM and the CDROM drive wasn't working right, it wouldn't read the CDROM.
I started calling tech support and got the same message everytime, that all the lines were busy leave a message and we'll get back to you, then another message saying the voice mail box is full try later.
Finally over two weeks later I got through late at night. The tech support at night was provided by a company called Sykes based here in Bismarck. They took me through a troubleshooting routine and determined that they couldn't help me and told me I would have to call back during the day.
Two more weeks of calling to get through again and the technician at Midwest Micro took me through the same routine as the tech at Sykes. He determined that it needed a new CDROM drive and asked if I could put one in if they sent it to me. I said I could then they said that I would have to buy the new drive from them and that they would refund the money if and when I sent the old drive back. I said no. I told them that I wanted to have someone sent out to repair it on-site since it had the one year on-site service agreement. They said they would send out the parts to Decision One and set up the service call.
I took over a week for the parts to get to Decision One then when the tech came out and replaced the drive the same problem occured again, plus the new problems were starting to develop. Sometimes the computer would restart, BIOS would even start up and you would have to turn off power and turn it back on a couple of times.
The Decision One tech called Midwest Micro and talked to the techs there, they could figure it out and asked to talk to me. They told me that I would have to send the computer in so that they could troubleshoot it in house. I said I wanted it fixed here since it had that one year on-site service agreement, which they then told me was only good the first time you used it after that you had to send it in. So much for on-site service. I said if they could fix it on site they I wanted to send it back for a refund. They said sorry I had had it for over thirty days and so they would refund the money and asked me to send it in again. When I balked they said I would have to talk to a supervisor and they were all gone for the day.
Almost another week before I got through again and after almost an hour of asking to talk to a supervisor I was finally connected to Robert Schumaker. He told me that I had had they system for over a month and so they wouldn't refund the money. I pointed out that it wasn't my fault that it took me weeks of calling, and I did call at least one a day generally several times a day. He said that they had been having problems with their phone system. I then asked to speak to his supervisor and he told me that the only person higher than him was the manager and that the manager didn't take calls. He told me that I would either have to send it in or talk to one of their techs. When I pointed out that I had already tried that he said to try again, that maybe the next tech would be a better one. When I asked why I should keep trying techs until I found one good enough to figure it out, he said they had the best technicians in the business. When I asked him why, if they were the best, I needed to talk to another one, he said that since my father paid for the system he didn't even have to talk to me and hung up.
So my father began calling and finally found someone who would actually talk to him, a woman in customer relation named Michelle. She told him that if we would agree to talk to their techs again she would arrange an apointment so that we did't have to spend weeks on the phone trying to get through, and that once they had determined what the problem was they would send Decision One out again to fix it.
We agreed and an apointment was set up. The tech called and I turned the system on, only BIOS would start at all now. We tried several different things and nothing worked. So the tech tells me that we will have to send it in for troubleshooting. My father says no, he says that he has lost all trust in the company and that he will not send it in.
They agree to replace the motherboard and power supply. They send the parts to Decision One again and the tech comes out again. With the new motherboard in BIOS works but the IDE interface for the hard drive and the CDROM won't work. With the old motherboard in BIOS won't start. Both motherboards are bad. I talk to a tech from Midwest Micro and he says the system will have to be sent in for troubleshooting and that the problem must be somewhere other than in the motherboard, which if BIOS doesn't start and the power supply is good, which it is, it had to be the motherboard. The tech said I would have to call back and talk to a supervisor.
I tried to call back and guess what, all the lines were busy. I called customer service and asked to talk to Michelle, they said she was unavailable. I asked if I could be transfered to a tech support supervisor and they said sure and put me on hold. Fifteen minutes later, still on hold, I hung up and called customer service again. This time I get a differnt rep who tells me it is impossible to transfer someone from customer service to technical support. I ask to talk to Michelle again and am told she is busy and will call me back. She doesn't.
So I still have a computer, over two months old now, that still doesn't work and Midwest Micro still won't do anything about it.

Jeff Radom from USA
Date - Wednesday, January 20, 1999 at 11:05:37 (EST)

I paid an extra $40 or so to upgrade the CDROM to the best they had available at the time (an ACER drive). When it began acting up, they cheerfully replaced it with a cheap BTC drive. Were I only using Windows 95, I probably would have let it go, but I also use Commercial UNIX's. The BTC drive is not fully ATAPI compliant, and is not the same level of quality as the original. It will only work under Windows 95, and of course Linux. I paid extra for the original; they should have replaced it with a unit of like quality.

Andy Latto from Foxboro, MA USA
Date - Monday, November 23, 1998 at 11:26:22 (EST)

I ordered a computer from Midwest Micro, which they said they could ship in three weeks. After four weeks, they said they were waiting on the DVD, and that they would ship as soon as they got the DVD. Since I wanted the computer quickly, I told them to forget the DVD. They told me they didn't have the ethernet card, but that as soon as they got the ethernet card, they could build and ship the machine (why they didn't tell me about the lack of ethernet card when they claimed all they needed was the DVD, I don't know; I assume they were lying). When they got the ethernet card, they said they didn't have the CPU. They claimed that they had a CPU before, but while waiting for the ethernet card, they used the CPU on someone else's machine, so I had to wait again. In other words, they don't make the slightest effort to collect all the parts they need for your machine, like any competent manufacturer. All they do is wait until all the parts you need happen to be available at the same time. If you want a couple of unusual boards, this will never happen, and your computer will never ship. They don't care, since they charge your CC when you order; the longer the delay, the more money they make. When I complained, they said they would make my order a "priority" order. This meant absolutely nothing; they just lied and said this to try and make me feel good, because two weeks later, when they were still unable to ship my machine because they needed the sound card (again, they had this before, but used in on another machine), they again offered to make my machine a "priority" order, and had no record that it already was a priority order. I think that part of their policy is "If the customer complains, just tell him that his order has been made a priority order, but don't do anything different".

I ended up giving up on both the ethernet card I wanted, and on the DVD card, to finally get them to ship something. If you want a two-month delay before you get your machine, and are willing to completely change your order to find something they happen to have in stock, buy from this company. But if you want a computer in reasonable time, and want to be able to choose what components your computer has, DON'T BUY FROM MIDWEST MICRO!

Eddie Bauer from Charlottesvilee, VA USA
Date - Tuesday, October 06, 1998 at 16:14:01 (EDT)

Well, despite some of the nasty things about MW Micro written here, I decided to buy from them because they had the best price on the system I wanted.(only bought the pc) I've only had one problem with the company so far, they delayed my delivery date from sept 14 to the 29th. I called on the 14th and they said they didn't have enough capacity, but that they were adding another shift now. They told me on the 14th that they were going to ship on the 21st, I checked their web page and it said the 29th.

My commputer works like a charm, I love it. Everything worked out of the box. I didn't trust them sending a good monitor so I bought that from best buy.

My experience, despite the delay, has been excellent.

Lisa from Los Angeles, CA USA
Date - Friday, September 04, 1998 at 17:29:01 (EDT)

After reading all of the complaints, whinings, and moanings from folks in this page, you'd think these big players like Dell, Micron, & Gateway would be out of business by now. The fact of the matter is....... every single PC maker/seller is not going to ship systems in working order 100% of the time.

I challenge any individual who purchase PC's by the dozens to make a claim that they have never had to return 1 or 2.

There is a massive complaint log for every Company mentioned as a radio button. What are you going to do? Not buy a PC at all? Maybe that should be tha case. Cause judging from the whining in these pages you are better off not owning one! That is better for you and everyone else. YOu don't have to clog the bandwidth bitching about your PC!

Grow up folks. Don't buy a computer if you can't take the heat.

Ken Olum from Medford, MA USA
Date - Wednesday, June 24, 1998 at 18:42:51 (EDT)

Don't buy from Midwest Micro! I ordered a system from them on May 20, and not receive it until June 22. The only reason it didn't take longer than a month was that I called them and changed my order to parts that they had in stock. It is their stated policy not to build your system until all the parts you have ordered are available, and not to hold the parts that they have already while the others arrive. Thus is possible for them to never have in stock all your parts simultaneously and for you to never get your machine. To make matters worse is also their stated policy to charge your credit card at the time of your order, rather than when your machine is finally shipped.

When my machine did arrive, I found that my 19" monitor was too blurry to use at 1280x1024 resolution. This made me unhappy, since I had specifically asked them if this monitor would perform well at this resolution. When I called to complain they asked me to call the monitor manufacturer who admitted that this monitor did not function well at this resolution. When I called Midwest Micro to return the monitor they refused to accept it for return unless I was willing to pay a 20 percent restocking fee. After all, they said, it's not their fault that the equipment I bought from them was unsuitable for the use that I had specifically requested it for. Furthermore they claimed that I should have known of this problem because only monitors larger than 19" can be used in this resolution, but I have a 17" one that works fine.

I asked to speak to the manager and was connected with Robert Shoemaker. His attitude appeared to be that the customer is always wrong, and he was unwilling to do anything for me. I won't do business with them again. You shouldn't either.

K. Miller from USA
Date - Saturday, May 16, 1998 at 16:03:16 (EDT)

I know now that I won't buy a Comtrade from what I read about them here, but the comments about Midwest Micro seem to be a mixed bag. The most recent ones seem to be positive. Anyone who wishes to contact me may do so; I am getting ready to buy a PC & Midwest Micro is one of the companies I'm looking at.

Has anyone have any comments about ProGen or ABS Technologies? Please feel free to e-mail me about those companies too.

Thank you.

Michael Potter from Lenexa, KS USA
Date - Friday, November 28, 1997 at 10:00:43 (EST)

I bought a 166 pentium system from them almost two years ago. All
the components were name brand except for the sound card. Over
the last two years, quite a few of the compnents have broken down,
but their thech support has been very good and they have honored
their warranty every time. So far they have replaced my monitor,
my cd-rom drive, and my sound card. Other than return shipping
costs, they have covered everything. In fact, my cd-rom drive and
my sound card are now better because the older components were no
longer available.

I have had trouble getting through to tech support on very busy
days (such as Saturday), but usually have no problems early in
the day during the week. They will take you throuh quite a drill
to determine if the problem is a software or a hardware problem,
but I think that is fair.

FOr their price, I recommend them to friends who are savvy enough
to remove parts if needed.

Gary M. Warcop from Oxford, AL USA
Date - Tuesday, September 02, 1997 at 08:12:15 (EDT)

I am the computer technician for Oxford City Schools in Oxford, Al.
and we now have three labs with Midwest Micro computers. This
equipment has been tested to run with Computer Curriculum Corp.
software and was given the highest complements from their testing person. We also have about 30 others being used throughout our system. We have found that their equipment, in comparrison to others, has been exceptional and their tech-support is the best and quickest to respond of all I have had
to deal with. Their 3/5 year warranty is great. Check it out!

Michael Young from USA
Date - Wednesday, August 13, 1997 at 23:23:35 (EDT)

I just want to say that MidWest Micro is a GREAT company!! I love everyone there, especially Wally, who I deal with the most! Keep up the good work!

Ziggy Mon-Mon from Jamica, USA
Date - Tuesday, August 12, 1997 at 12:13:52 (EDT)

Hey Mon,

How's it goin' Mon, You gotta love those people at Midwest Micro mon, I buy all my pc's from those people mon, they is the best in da bizness mon. You gotta kno dis cause I'm a tellin' ya all out there da truth mon. Long live Midwest Micro mon. They make my day brighter mon, I love them mon, buy from them mon, you won't be disapponited mon. I guarantee!

No woman, no cry...........
No wo-man, no cry..............
Everything's gonna be alright....
Alright.......
Everything's gonna be alright.........
Alright.......
Everything's gonna be alright........
No woman no cry..........

Al Wasner from Visalia, CA USA
Date - Wednesday, July 23, 1997 at 23:11:13 (EDT)

I ordered a Viewsonic monitor from Midwest Micro. It arrived with the box
in very poor condition. I refused the monitor at the door, immediately
called MWM and told them. They said not to worry they would take care of
everything, and sent me an immediate replacement. That monitor came and the
box appeared OK, but upon turning the monitor on it made a very loud sound.
Tech support was extememly difficult to get thru to, finally got someone. He
said to under no circumstances should I turn it back on, and I should immediately
ship it back. So, I gave up on them, and I looked for the refund of my shipping
as promised. Well, then my CC bill comes! Guess what? I am billed for BOTH 700$
monitors. So I immediately tried to call MWM. 2 weeks and 17 phone
calls later and I still can't get thru to anyone who can clear up the situation.
Numerous times I am accidently hung up on, or left on hold for 30 minutes at a
time. At all times I am 100% courteous. But the attitude was like "who cares".
So I refute the bill with my CC. It took me over 6 months to finally
clear the entire situation up, and then they still tried to bill me for the shipping.
At all times they were very courteous but it was evident to me that by and large the
entire staff from the phone answerers, to tech support, to management are the largest
group of stupid people assembled in one place on this planet. I could go on but the
ordeal I went thru with these bozos took years off my life. Sincerely, Al Wasner

John Smith from USA
Date - Friday, June 27, 1997 at 19:23:07 (EDT)

An Infotel 15" monitor purchased from MW Micro about a year ago failed.
The failure was accompanied by a loud popping noise and a large
quantity of smoke. It continued to smolder for some time, and out of
a mixture of curiousity and concern, I opened the case to see if the fire was
out. The problem was obvious -- a 2000V mica capacitor had blown and burned about 2 square inches of the main circuit board, desoldering
several components as it went. It did not, by theway, blow the fuse.

After several fruitless days of attempting to call MW Micro customer
service --going through "voice mail hell", finally getting t to the destination
then get told "everyone's busy, call later -- click". I finally sent an e-mail,
which actually was answered in a few days. I thought I was being a nice
guy -- since I'm technically competent to do so, I suggested they just send
me a new board rather than ship the entire monitor both ways. The
response: "Since you have "dismantled" the system, you have voided the
warranty". They said they'd be happy to fix it for two-way shipping
charges, $45/hour plus parts. I figure that would give me back the monitor,
probably still defective for about $50 more than I'd pay for a new one.

Even though I've bought stuff from them on and off for 7 or 8 years, I didn't
have any experience with their tech support prior to this, for which I'm very
grateful!

Stephen Ratliff from Round Rock, TX USA
Date - Sunday, June 22, 1997 at 12:48:56 (EDT)

When i saw the Midwest Micro advertisement in the Computer Shopper,
I decided to call and order a computer. I was specifically looking
for CD-i capability. The man that I talked to assured me that the
computer was capable of handling CD-i disks. "No problem." I also
asked if I bought the system as is, that there would be no other
components to purchase. He said that I was correct. Well, I bought
the computer, and when I received it, I tried to run CD-i. It would't
work. Now, I would not have been upset if the man had said he wasn't
sure and I bought it anyway, but he promised that it would work.
I called Midwest Micro. They told me to call ATI (the maker of the
video card) to find out why it wouldn't work. ATI said that I had to
buy a special chip to put on their card in order for CD-i to work.
I called Midwest Micro, and they said that if I want CD-i capability
I need to spend another $225.00 to upgrade my video card. We
'discussed' this issue for several phone calls. I finally got fed
up and told them (after one and a half weeks) that I was sending
the computer back to them and would be expecting a full refund.
They told me that in order to get a full refund, I had to return
every wire, box, instruction book, wrapper, etc. or they would
immediately take off 20% of the refund. On top of that they were
going to make me pay for the return shipping. I told them, not on
your life. I said that they had misrepresented their product to
me and had not been helpful at all in fixing the situation. I ended
up pay $75 of the shipping cost. Then a couple of days went by,
and I called about my refund. They had no record of receiving my
shipment. I checked with UPS and got the date of delivery and the
name of the signatory at the company. Armed with that information
I called back. The very man who signed it answered. He was very
hesistant to accept UPS's words. Finally after two and a half weeks
I received my refund. It was then I made another mistake. I ordered
a computer from Comtrade. That is another story.

Jennifer Gentry from Catasauqua, PA USA
Date - Tuesday, June 03, 1997 at 01:46:34 (EDT)

I purchased a Midwest Micro 100 Mhz Pentium in December of 95.
I have had it only a little over a year, and I have had nothing
but problems, and I have been VERY unsuccessful with their
so called Tech Support. If it's not the "BUSY" signal, or the
"All our reps are currently busy" messages, then it's a bunch
of people answering the lines, flipping through pages trying to
find an answer to a problem which they eventually determine isn't
their "responsibility". Don't bother e-mailing their tech support,
they'll either LOSE your e-mail, claim they never received it, or
pretend that you didn't explain the problem correctly and
require more information at least three times! I'm sick of their
crap and I will never buy another computer from them. I've
sent a letter to customer service and numerous e-mail and never
received a response. I'm sure SOME people have had good luck
with them, but I certainly was NOT one of the lucky ones.

John Brittingham from Philadelphia, PA USA
Date - Saturday, May 24, 1997 at 08:40:05 (EDT)

Looking to by a home office system to do AutoCAD. I am going
to put out a large sum of money and want the best system I can
get. With all the choices out there I'm glad to find wed pages
like this. I believe the best reviewers are the end users and
judging from these opinions Mid West Micro is not going to be
on my list.

Thank You again.

JNB

Peggy Brown from Greenville, MS USA
Date - Saturday, April 19, 1997 at 14:59:22 (EDT)

I purchased a 200mhz Pentium from Midwest Micro in January of 1997.
I had a problem with my soundcard, but it was fixed promply. We have
been very pleased with our system. It has taken the place of our
T.V. I have called them on several occasions for Tech Support.
Sometimes I have had to wait up to 1 hour but, this is normal with
any company. The reasons for techsupport were my doing. They have
never been rude to me. I like to try different stuff and sometimes
mess up my system. I would recommend them to anyone. We believe we
got a great system for the price. We had bought a system from a friend
that owns his own computer business in the town were we live. Now,
that was problems. We sent it back after only 2 weeks. I have never
seen asystem that crashes so much. By the way, it was a Pionex Elite.

Andy Frueh from Richmond, KY USA
Date - Tuesday, April 15, 1997 at 19:35:47 (EDT)

My MWM P166MMX PC two weeks ago, on a Monday. Tuesday night when
I returned from a night class, I turned it on and got beep codes.
I turned it off, back on, and got...nothing. The machine was
totally dead.

I dreaded this, since the MWM system I bought in '92 had several
initial problems (Hard drive, mouse, monitor, and logic board all
went out within a year but no problems since).

I called tech support...or rather, I TRIED. The line was busy for
a solid hour. No hold queues or anything...just a busy signal.
Finally, I got through and was told I MUST have damaged the machine
and would have to pay $45. I complained, got put on hold, and was
finally told it would be considered a warranty repair. Whew!

I'ts only been a week, and I expect the machine to come back just
fine. MWM Computers, IF they work, are wonderful machines. Mine,
while it lasted, was a VERY nice performer.

I would like to add that I am a generation x-er who is not whiny.
I also work full time (in a K-12 school system's MIS Dept.)
and attend night school full time. We had better check our facts
before we start bitching about people bitching! :)

james riess from evansville, IN USA
Date - Saturday, April 05, 1997 at 09:09:15 (EST)

due to improper mailing response

Frank Rizzo from Brooklyn, NY USA
Date - Monday, March 24, 1997 at 14:17:16 (EST)

I purchased a MWM P5-200 system from them a few months ago and have
had no problems with the system at all. Everything worked perfectly
out of the box. The step by step installation guide made setup
of this system extremely easy and user friendly. The quality of
the components that were included in the MWM system were unmatched
by any of the other computer companies that I called, including
GW2K. The Sony CD-ROM, Quantum hard drive, Creative Labs sound card,
Sony floppy drive, ATI graphics card, as well as the Asus motherboard
helped me make my decision. I am unable to find a weak link in the
list of components that MWM uses in their systems. The quality of
this system packaged with the five year warranty on the memory and cpu,
and three years parts and labor on the rest of the system is an
excellent deal. I will buy all MWM systems in the future.

CacheMan from USA
Date - Monday, March 24, 1997 at 13:54:15 (EST)

I own a MidWest Micro and have had no proplems with their PC. In fact, many times I have made the error and their Tech Support fixed me right up. Some of the comments I read on this page can easily be the fault of the user, and NOT the computer itself. Take any listed problem (about any computer manufacture) with a grain of salt. You always hear about the bad and rarely about the good.

james ervin from omaha, NE USA
Date - Friday, January 24, 1997 at 00:47:31 (EST)

This is a nicely done web page!!!
WEW! I was planning to buy from these people. I try to visit all
news posting and other info reguarding purchasing new products,
and sometimes find out that i could have researched better.

Jeff Croquet from USA
Date - Friday, January 10, 1997 at 10:45:11 (EST)

I read the entries that are in this page and realize that the majority of you people are whiny little babies. I have never dealt with a tech support person that was knowledgable or not rude. If you buy a car, then you better know how to drive. Same with computers, if you can not fix your problem or explain so a no-brain phone support moron can understand then maybe you should use a MAC, like all the other technologically challenged idiots in the world. Get a grip you disenchanted, bitchy, whiny, gen-xer's. Maybe some day when you have to work for a living you'll quit whining.

Russ McTyre from Alpharetta, GA USA
Date - Thursday, October 24, 1996 at 10:13:19 (EDT)

I purchased a MWM P5-150 system back in May of this year. I upgraded to a 17" Exact Match monitor that would become the beginning of a long series of problems. The monitor that shipped with the system could not hold a steady picture. The image jumped around all over the screen causing the user to become seasick after about 5 minutes. Tech Support authorized the company to ship another monitor free of charge. When I plugged it in, I couldn't believe how cloudy and fuzzy the picture was. It was awful, and completely unacceptable for a high-end monitor. At this point, I became tired of dealing with it, so I just ordered a Sony and paid an extra $300 or so for the upgrade.

Other than that, everything has worked satisfactorily. My Acer 6X CD-ROM makes a vibrating noise at times, but seems to work just fine. I wouldn't recommend it to others, though, simply because it is the slowest 6X drive I've ever used. Also, the compact nature of the mini-tower makes it extremely difficult to upgrade the computer. It is like brain surgery trying to move in and around all the ill-positioned wires and plugs. The memory chips are virtually inaccessible, and adding another 5.25 peripheral requires removing the CD-ROM drive first. Brilliant engineering, huh?

Lastly, Tech Support is extremely rude and not as helpful as I would like. Overall, I would recommend staying away from MWM and going with a company like CyberMax or Gateway. It just isn't worth the headache.

John Grohol from Columbus, OH USA
Date - Wednesday, August 28, 1996 at 10:19:20 (EDT)

Welcome to the Midwest Micro archive! Leave your experiences and opinions about Midwest Micro here.

Trevor Black's Saga:

October 30, 1995

Management
Midwest Micro
6910 State Route 36 East
Fletcher, Ohio 45326

To Whom It May Concern,

I am upset. Let me explain why. I sent in a notebook not covered under warranty for repair.

TS-38 ULTRA NOTEBOOK

Serial #: 4TB01D430170

Due to the high price of repairs, I chose to upgrade my system as well. Here is the course of events.

The laptop was returned to me four weeks after I sent it in. Upon inspection, the screen was misaligned. I called technical support. They told me I had to file a UPS claim since it was probably damaged in transit. I tried to assure him I thought that it was not damaged through shipping but he told me to report it as such. He gave me this RA #: 3343572. If UPS determined that it was not their fault, he promised, I could call back to get another RA or return authorization number. I just wanted my laptop back and in good working order. By the time this whole ordeal was complete, your prices had dropped to the point that I could have purchased a Soundbook II with a three year warranty for the same price and less hassle. I had UPS pick it up for appraisal. They determined that it was not a result of shipper damage. I called you back to ask what the next step was. I referenced my RA # only to be told that my RA # had been canceled. ?! UPS kindly returned the unit to Midwest Micro to repair. They fixed the unit. I waited for it to arrive. A few weeks later, I get a call from my parents in Utah who informed me that the computer was shipped there (instead of to me in Colorado). I had included a letter inside the box detailing where it should be shipped to (my address in Colorado). One more frustration. My parents kindly shipped it to me. Finally, I thought, the ordeal is over. Not quite.

After two weeks of use I notice something odd about the system clock. It races ahead. I set the clock and two days later it is an hour and a half ahead. In addition to that, my trackball mouse is jumpy. I use it for another week and finally determine that I had better send it back now for repairs instead of waiting until all of my important information has been transferred and I can't live without it. So, I call Technical Support - the phone is busy. I call Customer Service - it is busy. One day, I setup the system to auto redial the list of toll-free numbers I have. I would gladly call a toll number if I knew that I could speak to someone. When I finally get through I get a message saying that you have closed for the day. Needless to say, it is frustrating. I try off and on for about a week. Perhaps I will have better luck through a fax or e-mail. I scour the Internet and locate your World Wide Web site. It has a tech-support address so I used it. I sent an e-mail message detailing the problems. I heard nothing back and in fact, have still not heard anything back. At least it makes me feel like I am doing all I can.

September 22, 1995: At work, I get enough resolve and free time to try again. I setup my phone to automatically redial until I get through to Tech. Support. Thirty minutes later I connect. After an hour long wait (no exaggeration) I speak to someone in Tech. Support. I tell him the problems with my system clock and mouse. He tells me that he doesn't really work on laptops, assigns me a case #: 52270 and says he will connect me to someone in that department. I expected to be transferred immediately. Instead I am put back on hold. I wait 53 minutes for someone to pick up the line. Of course, I consider hanging up but then I would just have to call back. After 53 minutes, the music stops and I think someone is picking up the line. Instead, I am disconnected. Well, I am not very happy at this point. I call back again for more busy signals. I finally get through to a customer service agent and calmly explain that I was disconnected. They put me on hold. She said she talked to management and can transfer me to Tech. Support. Again, I am on hold. When I get to talk to a Tech. Support person (Jeff) I reference my case number and explain the problem. To put it plainly he informs me that I am out of luck. My 30 day guarantee has passed. I try to explain how I tried to call and have even sent e-mail. "It doesn't matter." He says. I tell him that I spent over $1000 getting my laptop fixed and it is not fixed. "So, you don't care?" I ask. "It is not that I don't care. It doesn't matter." He explains that it will cost $45 per hour for labor and between $40 and $50 for the parts to fix the clock problem. This is the most unhappy I have been in this whole process and vow to write a letter. I ask if there is anyone else who has the parts for my laptop and he gives me the phone number of a company overseas. End of conversation.

Well, it seems that I have enough evidence and frustration to present my grievances to someone in a management position. I had consider upgrading the RAM in my system but in light of these events, am reconsidering. On the newsgroups I frequent, I see messages regarding which laptop to buy. When I see questions raised about Midwest Micro (whose prices and 3 year warranties are surely convincing a lot of buyers in that direction), I consider posting about my negative experience.

At the same time, let me thank Susan (ext. 3270) in customer support. On my original repair, she called me when the notebook was being sent out and endured my calls when I would inquire about cost and postponed ship date.

Perhaps the reason for my letter, aside from officially filing a complaint (for my sake) and alerting you to your customers needs (for your sake), would to be to figure out a situation whereby I can have my laptop repaired without the previous hassle, high cost, or busy signals I find myself entangled in.

I would appreciate a response through any of the following methods:

[cut]

Thank you in advance.

Trevor Black

Original Customer #: 14004577

My Saga (part #2)

I never did receive an answer to this letter so I took it upon myself to follow-up. I called them repeatedly for over a month. I could not get through so I called the Better Business Bureau. I was told to continue trying to resolve the problem with someone in management before filing a complaint.

Attempts to settle my complaint by contacting the Head of Customer Service - Rick Wilt

12/4/95: Rick was away from his desk. Left a message on his voice mail w/ my work and pager #. He called back and left a message. I called the number he gave me: 1 800 243-0313 and it was busy 20 times in a row. I left yet another message for him to call me.

12/5/95: Called the toll-free number. After 10 minutes on hold, I was hung up on! Called the toll number and left a message.

He finally called me back.

This is a synopsis of our conversation:

Called and talked to Rick Wilt who is the head of customer service. He looked up my file by customer number and computing from the date we were speaking, concluded that I was beyond my warranty date. I explained to him the busy signals and the impossibility of contacting them by phone during my "30 days". I make it clear to him that I was trying to contact them during my 30 day warranty period by any means possible, including electronic mail. He became quite rude and said that thousands of people are able to call each day. He won't even address my e-mail. I explain that I sent a letter to management in hopes that someone would respond but I have not heard anything. He says, "Well, we get thousands of letters all the time so I certainly can't apologize for losing yours." I counter that he should apologize for losing mine. Simply because he receives a lot of mail is no excuse for not responding to my letter or allowing an extension in my warranty date. He refuses to apologize for anything, including the fact that Jeff in Technical Support was extremely rude and unfriendly. I am amazed that he is the Head of Customer Service! I try to remain calm and polite despite his illogical excuses and ask if I can speak to his superior. He tells me that his superior is the owner of the company and that any calls need to go through him first. He refuses to allow me to talk to anyone above him claiming that the boss is not even in the country at this time. I ask how I can write a letter to the president and he says that any letter I write to the president ends up on his desk anyway. I am powerless at this point. I cannot even go above his head because he would stop my correspondence. I plead my case once again trying to make him understand and he simply tells me they can't do anything. I hang up and vow to write the Better Business Bureau and create a web site on the Internet detailing my unfortunate story to convince others not to buy from Midwest Micro lest they end up as upset as I am.

My Last Steps

I created this Web page and filed my complaint with the Better Business Bureau on February of 1996. Despite my frustration and anger, I simply stated the facts and requested that my internal clock and jumpy mouse be repaired. I am still waiting for a response and will post the results here.

Better Business Bureau

Better Business Bureau
40 West Fourth Street
Dayton, OH 45402-1858

E-mail Sent To Me About Midwest Micro Since This Web Page Went Up

April 10^th, 1996

I didn't buy a laptop, but had a great deal of grief with Midwest Micro. The sales person from whom I ordered my computer made lots of promises about the equipment that my system was supposed to have. For example, they said my computer would have a 2M video card, and have free W95 upgrades for ALL of the software that came with my computer (I got in early August). When I got the computer, the video card was only 1M. It took several exasperating phone calls (please hold while I get someone with a brain)during which everyone accused me of getting the information wrong. However, I talked to two different salespeople and took very careful notes. Eventually, they sent me what they promised (they tried to charge me for it, but finally relented).

I did get the W95 operating system as promised, but no upgrades of the other software that came with my computer. Instead, they said that I could buy this software at a "special discount" (only after I asked). I had 10 days to return the order form to them to take advantage of this great deal. I declined out of spite.

Their tech support is entirely unhelpful - you can hear them flipping the pages of the manuals in the background. Never have I got a meaningful solution to any problem from this company.

Midwest Micro is an example of what not to do if you are a company. They make every blunder ever written about in a marketing text, and don't deserve the customers they have.

The bottom line: unless things have changed a lot, don't buy from these people. Pay the extra hundred bucks and buy from a company that treats its customers like it wants them to buy again. As for me, I know for sure that I won't.

April 9^th, 1996

Although small compared others, my experience with Midwest Micro was not a very happy one. In October, I order two modems from them and was told they were out and expected them Nov. 17th.

Well on Dec. 1st, I had still not received them. I tried calling several times with little success or I gave up temporarily.

On Jan. 1st or thereabouts I faxed them regarding this purchase. No return fax. As expected.

Approximately 3 weeks later my modems came in. They did upgrade them at no charge.

Little consolation for 2 modems I could have gone downtown and purchased on site.

April 3^rd, 1996

Hey, thanks for all the information on MWM. I clearly won't be buying any laptops from those crooks!

I sincerely appreciate your time in sharing your experiences and assembling those of others. Too few people do this public service to save others the headaches and expense.

Do you happen to have Midwest Micro's web site address? I'd love to see what's there.

Hope to hear from you soon.

Best regards,

Doug Boyle

April 3^rd, 1996

Trevor,

I would just like to thank you for taking the time and the effort to inform the general public of your experiences. Midwest Micro was one of the companies that I had been considering. After hearing about the Customer Service Nightmare and taking a glimpse at their track record, I have narrowed my list down to exclude Midwest Micro.

Sincerely,

Joshua J Digiovanni

March 31^st, 1996

Don't feel like the lone ranger, I have had several problems form Midwest Micro also.

I recommend computers to friends, who usually know nothing of computers, I had a MWM 486 dx50 that was great I never had any problems..

then when the pentiums came out is when they went down hill! The next 5 systems I recommended to buy all had problems within the first month...

One I even returned. I guess I really can't complain because the did take care of the problem (eventually) and even paid for the shipping to return the one I returned.

Of course I really had to yell at several people.

There is on computer that a good friend has which was a 5000.00 computer that still gives him problems occasionally. The tape drive never worked so after he returned the third one he requested and external.( that fixed it) then his other problem is his soundcard. (mediavision) which does and will not have drivers for windows 95. they will not give him a exchange trade in value on the card. ( the computer is only 9 months old).

The most interesting thing about the dealings with Midwest Micro was when that guy bought his 5000.00 system he received a p75 basic. It took him and I 3 weeks to explain to them that was not his system. Then they realized his system went to someone else. They told us they would get the computer back from that guy then send it directly to us.. Does this sound like service? Of course the guy refused to return the computer and keep it. So we had to reorder with no discount and they wanted us to pay for shipping to return the p75..

I will say they were a good company until... the Pentium system came out. They went form a customer oriented company to a money making screw artist. I still call them a lot but just to check prices. I do all my ordering and recommending with gateway, dell, & micron.

I am sure there are still several people that are going thru what I went thru with this company. I am sorry for 'em but I learned the hard way....

Ian Magruder

imagruder@i-55.com

March 26th, 1996:

Greets,

Any idea for how to get hold of their Midwest Micro customer service?

I tried to call them and here's what we get:

"All of our customer representatives are busy, please call it later"

This is starting to piss me off....

Any idea would help:

:(

Thanks,

Kim W. Heise

Kim W. Heise, Online Network Enterprises

March 21st, 1996:

Just stumbled onto your Web page. I wish that it was to check on MW before buying a notebook, but unfortunately I have owned a Soundbook Notebook for 13 months.

In the first year, it was in for two different repair sessions, the first lasting 10 days and the second lasting SIX WEEKS. They told me after two weeks into my second repair session that they were waiting for trackpoints (eraser-type mouse controls) to come in. (In my business, people are fired for running out of $0.50 parts).

Since then, I've faxed a letter to Rick Wilt, their Customer Non-Service Manager. A supervisor tried to call me once. Since then, I've tried him several times with no success. I do have Caller ID and have seen no sign of him attempting to call me.

I am thoroughly disgusted and am looking into my options, especially through lawyers. Do you have any record of people attempting this with Midwest Micro. Are there any class action lawsuits in progress? Any help would be appreciated.

Mike Morris

March 14th, 1996:

Let me preface my story by admitting that I was naive and stubborn to think that there really was a problem with MWM's customer support. I logged onto the web today thinking I could find MWM web page. I was curious when The first match in my search was 'Midwest Micro - Second Thoughts'.

I read on and could not believe that so many people have ran into the same bad service as I did. I honestly believed that the system I ordered was unusual and that It really should take 5-6 weeks to assemble a computer and send it to me.

My struggle-

last March I ordered four, yes, four systems from these clowns. When the first system arrived I was excited. A week later, when the keyboard went, I thought one of our draftsmen spilled water on it. Well we got a new keyboard a week later and it worked fine for about 3 weeks and then did the same thing. After 3 keyboard we went out and bought a third-party $20 keyboard It has worked fine ever since. As the other systems arrived. The problems came with them. One came damaged. the other two came with the insides almost all but unrecognizable. I was on the phone with tech support for 2 hours doing surgery to these machines...

I had a similar problem as one of the other contributors. After I ordered these 4 computers about $10,000 worth of hardware. I call about 2 weeks later to see what the status is and they tell me that they need credit references. I said "Was anybody going to call me?" and there response was that they couldn't get an outside line to call me. To boot my company has an 800 number.

Hello is anyone home. How can a company who puts their president on the inside cover and proclaims to have this Real warranty deal be so terribly bad.

I work in the customer service industry and if our customers were treated this badly we would have been out of business a long time ago.

The last straw-

I have since changed jobs and I bought one of the computers from my company(why?) My modem went on me and I wanted a new one. They told me they needed to send the modem to my old jobs address because they held the warranty. So I gave the guy my credit card # to hold against the one i was to return. I called my old job and told them to tell me when the modem came in and i would pick it up. After a few days, when the UPS OVERNIGHT DELIVERY did not make it I called back and they told me They needed someone from my old company to call in and make the request for the modem. I told him I was very upset and that he was sending it out and he said "I'm sorry I can't help you"

To all potential computer buyers. Do not buy from this company!!!!!!!!!!!

If anyone can tell me how I can get in touch with the BBB in Ohio I would appreciate it

Thank you

-- Michael Millemann

March 14th, 1996:

Just thought you should know, I was hunting around for some parts and such to build a system, and was actually considering MWM for some stuff, and then this morning, considered e-mailing them and telling them the list of what I needed, and the lowest prices I've seen, and seeing if they'd matched ...

I use to read Computer Shopper a lot, and still remember when MWM was a fledgling company with a little black and white quarter page ad in the back ... I don't understand how they've grown with this kind of service.

I got to your page doing a search for "Infotel modem" ... but I'm glad I found it ... I won't be even pondering purchasing from them ...

Thanks bud,

Ben

March 14th, 1996:

I understand exactly how you feel I am currently typing this on a MM computer but it will soon be replaced with either an HP or a DELL. I had to deal with them for months to get them to send me a new mother board that was shot. I am a network administrator for a medical company and they still gave me a run around like I didn't know what I was talking about. I think your page is the absolute best on the INTERNET. Keep up the wonderful job. I bet your page has saved many people a lot of headaches. Bye :)

-- Nathan Mueller

March 12th, 1996:

Hello,

I've purchased three notebooks from this company, a 386sx, a 486 dx2/66, and a Pentium 90 with an internal soundcard. The 386 never had any need for repair and is still pretty much in daily service. The 486 had a BIOS problems which only occurred when I loaded my network card drivers, windows 3.11, then Novell's Lanalyzer which would then blow all the memory pointers. I spent over 60 hours trying to resolve these problems without success, however, I felt that I was just asking more than the system was designed to deliver, using it for a protocol analyzer. The only time it needed repair was when water accidentally got into the track ball and it lost the X axis movement. The turnaround was prompt and repair charges were nominal.

The Pentium 90 lost function in about 5 of the keyboard keys within 30 days of purchase. The unit was in their possession for about 1 month waiting for a backordered keyboard assembly. It was returned in excellent working condition and has worked unfailing since, about 1 year now. I note that I am a computer technician and literally beat the hell out of my notebooks in day-in and day-out use.

I have also purchased numerous desktop systems from them. Only two have had to be returned for warranty service. One had a BIOS problem and was replaced with a new machine at no charge and the other had a hard drive start getting flaky after about 9 months. This unit received a new hard drive at no charge. In both instances, these systems had less than a 24 hour turnaround.

Overall, I have been quite satisfied with Midwest Micro, although I am used to working within the wholesale reseller environment which understandably has a lower quotient of personal service. It is regrettable that you experienced such frustrating problems, and, as a technician, sometimes some sales seem to result in a tar pit of problems even though all parties are doing their level best to resolve them. I have found it best to just slog through the problems one at a time and eventually things get worked out. Not necessarily fair but neither are many other aspects of life in general.

Sorry your experiences were poor ones. Thankfully, my experience with this company has been rather positive.

Bill Johnson, Lexington, Ky.

March 11th, 1996:

Yes, it was tough for while. The calling and calling, the days on the line with tech's, and two years of problems. But while my Midwest Micro system was a headache, it's now a dream. I had a lousy system, with problems from day 1, the system didn't work after I set up the machine. After replacing the IO card 2x and 2 motherboards, the computer just gave out and wouldn't boot up.

Midwest, and a fantastic tech named JD who since then has been mentioned in the catalog by another satisfied customer, made an excellent public relations and marketing move. He said that he would make up for the woes I had had in the past 2 years. He took back my obsolete VESA motherboard, and gave me a brand new PCI! That's just the beginning, he took back the crummy obsolete 1 meg 70 pin SIMM's and gave me a modern 4 meg chip, with 72 pins so that If I ever upgrade they're not garbage (those upgrade boards don't work, and they're 119.00 at CompUSA.). He told me to scrap the I/O, because the beautiful NEC motherboard he was sending had one built in! He took the crappy VESA card back and gave me an ATI Technologies Mach64 Turbo upgradable 1 meg dram card. Later, they took my CD-rom back, since the proprietary bus caused all sorts of conflicts, and replaced my 2X with a quad! They had to have lost a little money, but it renewed my faith. What happens when an appliance store or a department store sells a lemon? Do they replace it from top to bottom 2 years later? No way, you're screwed. See ya jackass. Better luck next time. Midwest Micro didn't do that, they did the right thing. I have convinced my friend Shana to buy a system, and she is looking through the catalog. When my law firm needs to expand and buy fifteen sytems, you can be sure I'll remember Midwest Micro. I am available to talk to at any time. I am just a regular guy from New York, call me at 516-581-4807, and I'll be happy to talk to you. I think it is only fair to post this message, to show you are a fair editor, you can't just show bad material and complain, you have to show the other side. Also how did you behave on the phone? Were you professional? Rude? I am an expert at communicating and relating to people. A lot of what you get from people has to do with how you relate to them.

Frank Panetta

March 8th, 1996:

WOW!

I was searching for something else when I came across your page. Make SURE that you send everything to the BBB - that will, or at least, SHOULD, get an answer out of them.

I know I've ordered laptops from them before and gotten the wrong battery? Or carrying case? Or NO battery or carrying case??? I finally had to quit using them for laptop stuff. Truly terrible.

The only answer I know of on the long service calls, (which are long, I can assure you) is a speaker phone. Run up their frickin' bill while you're at it... And do it while you're at work, so you get paid for it...

That's the best solution that I know of. But this page IS a good solution also.

Tom Herink

March 7th, 1996:

thank you for bringing these issues to my attention before buying a system from them. I bought a modem from them a year ago, and they replaced it free when it was struck by lightning. this led me to believe it was all good, and I almost shelled over 2400 dollars for a home pc. quantex looks much better now!

-- Peter Anderson

March 6th, 1996:

Trevor,

Thanx so much for putting this page together. I am in the process of buying a notebook and the price and 3 year warranty at MWM did lure me in but I decided to do a Web Crawler search to see if anything was out there. Luckily I found your page and this will certainly discourage me from buying from them. The problem then becomes where to buy!!! There is such a disparity in price between the bigger well know companies and the smaller ones (ie a DX4-100 vs P5-133) for the same price. If you have any recent good experiences please email me.

Patrick D. Wire

pdwire@netcom.com

February 29th, 1996:

i wish i had read this page before i purchased my soundbook plus from Midwest Micro. the only problem i have had is with the battery (i have only had the notebook for 3 months). i can't get more than about 25-35 min. drain time. i am using all of the suggested power saving features but with no luck. they have sent me the wrong replacement battery once and i caught them just in time to prevent them from sending the same wrong battery. when i got my new battery it was worse than the first one. i was looking for their web page to leave them a HELP email and stumbled across your page. have you heard of anyone else having power management problems with their notebooks????? let me know. thanks

rwdive

Some Items on the USENET Newsgroups

newsgroups: comp.sys.laptops

Does anyone know where I can get a keyboard for a Midwest Micro Soundbook? I do *NOT* want to deal with Midwest Micro or give them one cent.

Thanks in advance for the info,

natca1@ids.net

newsgroups: comp.sys.laptops

I have big mistake of buying three laptops from these clowns. Two don't work.

Here's a *brief* selection of what others are saying...

MidWest Micro has made a LOT of enemies through their policies and quality, far more than most companies. Amen to that. After five replacement computers in a year, including one sent back with a destructive floppy drive, which was disassembled and subsequently parted out (including the hard drive with all my data),and after being put on hold for a cumulative total of *HOURS* (once for 57 minutes), I have to say that MWM company policies toward customers and their poor internal communication systems are archaic, at best. True, there are some really sympathetic customer service reps at MWM, but they are *POWERLESS* to make substantial customer-oriented decisions, and they do not even have direct communication access to the repair or shipping departments.

MWM would be well served to learn some lessons from GM Saturn and read & implement some of Dr. Deming's 14 points. Against a truly customer-focused company such as Saturn, MWM pales badly. That is reflected in the many enemies MWM has made.

From: mreg@panix.com (Mitchell Regenbogen)
Newsgroups: comp.sys.ibm.pc.hardware.misc
Subject: Re: Midwest Micro reliability?
Date: Tue, 12 Dec 95 13:04:11 GMT

In article <ghloonjg58.fsf_-_@omocha.tay.dec.com>, lew@omocha.tay.dec.com (Paul Lew) wrote:

>>>>>> "Suresh" == Suresh Koshy <koshy@bu.edu> writes:

> Suresh> Hi. 1. I was wondering if anyone has had any experience > Suresh> with Midwest Micro? Is it a reliable company? In other > Suresh> words, do they send systems with the components they claim > Suresh> are in the systems? How is the tech. support?

>My friend's company recently ordered a monitor and a graphic card from > Midwest Micro They called the Midwest sales 3 weeks after the >purchase to check the progress of the sale only to find out they need >company verification before they can process the order. Nobody from > Midwest Micro call to let them know about this. My friend is not >pleased. This is before the sale, don't know if the tech support will >be better after the sale.

You mean after that your friend did not cancel the sale?? That's how places like Midwest Micro get away with that stuff!

Re: Midwest Micro tech support--how to get through?
From: Burner < burner@degobah.core.binghamton.edu >
Newsgroups: alt.sys.pc-clone.midwest - micro, comp.sys.ibm.pc.hardware.misc , comp.sys.ibm.pc.hardware.video
Subject: Re: Midwest Micro tech support--how to get through?
Date: Sat, 16 Dec 1995 14:55:05 -0500

I've had a SoundBook from them for about 15 months. I had one problem with the sound jack breaking - had to send it back (my expense), but it was fixed quickly. Never had trouble getting through to tech support. The only concerns I have about it are no 16550A serial chip, PCCard door doesn't remain shut, no stereo sound (even with headphones), and the trackball REALLY sucks. I bought an Infotel 14.4 basic modem and a Canon BJ200ex from them. Never any other troubles. It looks like most of my concerns have been taken care of with the SoundBook 2, tho.

On 15 Dec 1995, Matt Stern wrote:

> sleeper (sleeper@openix.com) wrote:

> : I bought a monitor from them this spring and experienced the same > : difficulty getting through. As a matter of fact, I never did get > : through which is why I will NEVER buy anything substantial from them > : again.

> Unfortunately, you are not alone.

> I made the mistake of buying a notebook computer from them. Did not work > according to their advertisement. Also, went down every couple of weeks. > Sent it back and forth to Ohio for repair, can't tell you how many times. > BTW, shipping was at _my_ expense. Never got a loaner. Demanded a > replacement; never got one. Demanded my money back; never got it. This > is besides the horror stories such as above, in just trying to reach them. > Wrote an informative letter to their manager of customer service who never > responded, but put it back into the hands of the clue-less supervisor, who > then became abusive.

> Oh well, at least we can learn from our own mistakes, and thanks to the > Internet, from others _before_ we make mistakes.

Re: Midwest Micro tech support--how to get through?
From: vpl2@aol.com (VPL2)
Newsgroups: alt.sys.pc-clone. midwest - micro, comp.sys.ibm.pc.hardware.misc , comp.sys.ibm.pc.hardware.video
Subject: Re: Midwest Micro tech support--how to get through?
Date: 17 Dec 1995 04:53:01 -0500

Almost the exact same experience I had. I tried everything - customer service, the BBB, magazine editors, a lawyer, my credit card company. They're a very pompous bunch there. I still owe the credit card company almost four times what it's worth, and all I have to show for it is a piece of shit that never worked

newsgroups: comp.sys.laptops

i ordered a soundbook IIp from midwest micro on november 27. i asked specifically if this was a backordered item and the number of days it would take until i got it. they assured me that it was not backordered and i was looking at 5 to 7 business days. i have been calling every 5 to 7 business days only to hear one story after another. here they are:

• burn in took longer than expected
• they were waiting for the hard drive and the screen
• then they were waiting for a nonspecified chip with "an 85% chance" of arriving on 12/21.
• lastly, i have no explanation for why the order department has my ship

date as 1/4. who knows when i'll get this computer. i've called and sent faxes but i keep getting the runaround. has anyone had a similar experience with them? does anyone know which reseller has the same machine as the soundbook IIp? some other information about midwest can be found at http://www.fringeweb.com/mtc

How About a Review

MidWest Micro - Service and Reliability

PC Magazine did a review of Service & Reliability in their July 1995 issue. Each vendor received a rating for:

• Units needing repair in the first year
• Satisfaction with Reliability
• Satisfaction with Repair
• Satisfaction with Tech Support
• Would the customer Buy the same thing Again
  

For desktop systems, MidWest Micro ranked a "B" - somewhat better than average, but certainly not top-tier. However, for the laptop systems, they were ranked D, much worse than average. In fact, 45% of their laptops needed repair the first year! (This happened to me, although I wasn't surveyed.) The only company with a worse record (out of 22 companies) was Austin. The average was 28%, which also seems high, but which is substantially lower than the 45% of MidWest Micros.

They did poorly on the "Repairs and Telephone Support" table also - with 29% of their notebooks requiring repairs in the last six months (vs. an average of 17% for other companies.) Again, the only company performing worse was Austin. Their average repair time was 9.5 days (against an average for the industry of 7.7 days). The repair time is respectable, and certainly my repair was done quickly enough, but then they shipped it by the slowest method possible (despite having received it by next-day air at my expense), eliminating the benefits of a timely fix to the system.)

The phone-support numbers are again the second-worst of the twenty-two companies, but this time they fall behind Texas Instruments, whose computers had a higher "buy again" rate and fewer repair needs.

The average time-to-connect for all companies was 8.7 minutes. The average time to MidWest Micro was 13.2 minutes. TI was at 15.6 minutes.

Nobody had longer support calls than MidWest Micro. (This is a bad thing, and also reduced their score.) From experience, I'd guess this is from having to put the users on hold so often to look up trivial information, such as when the order was placed, which order number it was on, who won the office pool...

MidWest Micro fared pretty poorly on technical support satisfaction too. Laptop users reported the second worst satisfaction rate of the 22 companies there too, although this time the worst was CompuAdd. This places MWM at the very bottom in aggregate satisfaction on those two issues.