Infinity Systems Plus; Infinity Systems Plus Inc.; PC On-TimeInfinity Systems Plus ripoff, dishonest, fake warranty, liars, cheapskates, never respond pcinfinity.net Twinsburg Ohio

I purchased the computer (Desknote A929: AMD Athlon XP 2000, 14", DVD/CDRW, 256MB PC2700 333MHz DDR, 20GB Slim Notebook HDD) from Infinity Systems plus' website on 05/16/2003.

It was purchased with an external battery, and a 3 year extended warranty.

The total price of the order was $860.00
The amount owed was paid in full with a credit card.
Invoice # 00069779

The product was shipped out, then received by me very quickly. A lot quicker than expected, since they had to build the computer, then test it, and then finally send it out. And, I had even called the customer service manager (Dimi I believe is his name) to thank him for his prompt service.

Less than 2 months later, the main power source on the computer shorted out.

I wrote the tech department an email, concerning the issue, and they said it was covered by the manufactures warranty, and for me to send it in to be repaired.
This was on 07/09/2003 that I sent it back to Infinity Systems Plus to be repaired.

Two months go by, and no word of the repair status from the company, so on 09/16/2003 I called the tech department, and they referred me to the customer service person to get an update, since the computer had to be sent to the manufacturer.

When I called the customer service department, the manager (again Dimi) said that there was no product that he knew of with my invoice number.

I explained to him that it was sent to the tech department, and they had to send it to the manufacturer. Dimi then said he would have to call me back, to look into where the computer is, if it really was being repaired. He took my phone number, and I waited a week to hear back from him.

When I finally got tired of waiting, I called him back, and he spoke rudely to me, and told me that he knew nothing of the computer and it's repairs. I had to explain to him again what the information about the computer was. I had asked him if he remembered telling me he would call me back, and then never did; his reply was that he had never spoken to me, even though I wrote down his name, and who he was (info being name is Dimi, and he is the customer service manager).

After this he informed me that he would have to take my phone number, and call me back with updated info.
Finally on 10/23/2003 the package arrived, with the computer fully repaired.

The total time for repairs on this was just over 3 months.
I figure no big deal since it had to be sent to the manufacturer to be repaired, but I was still upset that the customer service manager knew nothing about me, my product or the repairs, and was consistently rude me to, and was difficult to understand every time I called.

On 06/07/2004, the same problem occurred, where the computers power source shorted out, and had overheated to the point of starting to melt the case, when it was not even plugged into anything.

Not plugged into the wall outlet, or the external battery. Nothing about the computer had been changed at all.

When I wrote the tech department again, and explained to them EXACTLY what happened, they replied to informed me that the computer was no longer under the manufacturers warranty, but since I had purchased the 3 year extended warranty, it would be covered and to go ahead and send it to them.

I sent the computer off shortly after that, on 07/03/2004.
Two months go by and no word from the tech department, or the company at all about the status of my repairs. I went ahead and called them to confirm that they had received the computer, and that the repairs were being done, on 09/10/2004.

Again the tech department informed me that I would have to speak to the customer service department about the repair status, since they were not working on it themselves.

When I called the customer service manager, Dimi, he was very rude to me again, and informed me that he had no idea where my computer is. I asked him to please find out, since I would not want to wait another month just to find out where it is, and then to finally be sent to me.
He said he would take my phone number down, and call me as soon as possible. At this point, I informed him that EVERY time I gave him my phone number he never called back, and that I wished to be informed of the status right now. He asked if I would not mind holding, and he would go look it up. I complied, and said that was fine.
About 10 min later, Dimi gets back to me, and asks me what the invoice number was again, since he forgot the number from when I had just told him 10 min before. I told him, and a few min later he gets back to me, and says that it was sent to the manufacturer to be repaired, and that it would be about a week for completion, and another week for it to be sent to me. I was very thankful for him getting on top of that so quickly for me.

Two weeks passed, so I waited until 09/27/2004, just to give it a little more time in transit to arrive to me. When this did not happen, I called customer service again, and was informed that Dimi had no idea where the computer is. I informed him that he had told me it was at the manufacturers, and that it was about 1 more week of repairs, and then 1 week to be shipped. I asked if he remembered talking to me again, and he replied that he never said any of that to me, and that I was in fact lying. I asked to just get any information from him about the status of the repairs, and he said he would call me back, and asked for my phone number.
I gave him my phone number, and waited a few days.
On 09/29/2004 I called back to get the update status, and Dimi the customer service manager informed me that it was already sent out! I thanked him and asked for the shipping number for the package, so that I can confirm for myself that it was sent out, and to schedule a time for when it was to arrive. He said that he cannot get the tracking numbers himself, and that only the shipping person (no name used) was the only one that could get that for me, and since I had called so early on this day, I would have to call back in a few hours so that the shipping guy could get into work first.

I said that was fine, and thanked him, and asked for the shipping persons direct extension. He gave it to me, and then I just waited a few hours.

When I called back at that extension, I got the customer service manager, Dimi, again instead. I apologized and said that I was trying to called the shipping person to get the tracking number for my package. Dimi then informed me that a customer cannot directly call the shipping person, and that he will get the tracking number for me himself. Then I asked why he was not able to do that himself earlier, and that I would have to call the shipping person myself, he said that he never said any of that, and that he will get the tracking number for me. Lost in confusion, I said o.k. and he then put me on hold.
After a few min, Dimi came back on the phone to inform me that the shipping computers had gone down, and the tracking number for some of the packages had been lost, including the one for my package. I then was furious, and asked to speak to the shipping person myself to confirm this information, and Dimi then told me that the shipping guy was not there for the day. However, I brought up that he himself had told me that he would be coming in, and for me to call him, all that Dimi could say is that a customer cannot call the shipping person themselves. I then asked for a refund of the price I paid for the computer, since they have held onto the computer for nearly 4 months now, and have no idea where it is, to be able to get it to me, and they essentially lost the computer, or at least for a store discount for what the computer price was, Dimi informed me that that was not possible, and said that it was indeed on its way to me, and should arrive in a week.

I gave up in confusion and frustration, and said thanks and good bye.

I then tried to call the shipping company (UPS) and have the package re-routed to a new address, since I had just moved, and the company that was shipping the package didn't give me time to change my address to be able to have the proper address to be sent to. The person at UPS told me that there is NO way to do that without a tracking number.

On 10/04/2004 I called the Infinity's Customer service again, and implored with them to give me some kind of info that the package was indeed on it's way, and to try to get something for the tracking number, and explained exactly why I needed the tracking number. Dimi was the person to answer the call, and rudely told me that I should have given the proper change of address. I informed him that that was IMPOSSIBLE since they had no idea where they computer was, if it was being repaired, and as to when it might be done, so that I can have it given a change of address since I had JUST moved in that week that I was calling of the 4th of Oct, and that past weekend, and they are not open on most of saturday, nor are they open on sundays.

Dimi said that there was nothing that he could do, and for me to wait longer. I asked again about a refund or a store credit, and he said he was not authorized to do that. When I asked him if he was indeed the customer service manager, he said he was. I then suggested that I talk to someone that was authorized to give me information about the possibility of a refund or store credit for the lost package, Dimi told me that Nick the store manager was the only one authorized to do that. I asked for him number, but Dimi refused and said that he would have Nick call me himself.

I waited until 10/08/2004 to hear back from the company, be it from Dimi or Nick, before I called back myself and asked to seek some help on the status of my package or about the refund/store credit, Dimi was the one to answer the call again, and informed me that the package was shipped.

I was dumbfounded, I asked how that is possible that he knows it was in fact shipped, and arrived at it's destination, Dimi informed me that he had the tracking number for that package. I asked him how he got a hold of the tracking numbers, since they were lost in the crashed computer.

Dimi told me that that did not happen, and that I was lying, and that he did in fact have the tracking number.
I again had no choice but to give up the argument, and just get all the information I could about the package. I received the tracking number, the date it was delivered (10/05/2004 at 2PM) and who signed for it, being Koko the leasing agent at the apartments leasing office that I had just moved from.

I went to pick up the package at that place. When I got there, the package was badly damaged, and when opened to see the status of the computer, to make sure it was working fine with the damage, I noticed a letter taped to the computer that stated it was UN-REPAIRABLE.

I was so angry at this point. They have kept my computer for nearly 4 months, lost it many times, and it's still not repaired.

I called the customer service manager, Dimi, again to ask him why it took so long to get back to me, when it was unfixable, why it was not fixed, and to why he was unable to tell me in the months before that the status of the computer was non-repairable.

He looked into his computer and noticed that it was 'out of warranty', and informed me of this. I told him that it was STILL in warranty since I had purchased the 3 year extended warranty at the time. Dimi then told me that even with the extended warranty it was still un-repairable.

I was now upset at the fact that the status of my computers' repairs were in the system the whole time, I have been lied to countless times, and have been nearly harassed when I do call to confirm anything about my computer.

Dimi told me there was nothing he could do. I then asked for store credit for the price of the un-repairable computer or even a full refund. Dimi told me that he would not do that. Not that he was even unable to do that for me, that he was refusing to do that, because it was my fault for the computer being damaged.

I asked to speak to his manager, Nick. Dimi told me that Nick would tell me the same thing, that they are not going to give me a refund, but they could offer me a 5% discount on a NEW one of their computers. Then I asked again to speak to Nick the store manager, and he said that he is not there for the day, and that he would have Nick call me to talk about this.

I asked Dimi if they (infinity systems plus) are registered with the Better Business Bureau, to which he replied that they are.

I waited a long time to hear back, so I called again, and again, each time Nick the store manager was not there, and that Dimi was unable to help.
I asked for another way to talk to Nick, since he's never in the store when I call, and Dimi gave me his direct line.
I called Nick, and asked him about this, and he said he would get back to me in a few days, after he had enough time to look it over, and apologized for how rudely I was spoken to by his customer service manager, and he would promptly respond to me.

I had never heard back from Nick still to this day!
I have called the store countless times, and every time I get a response that Nick the store manager is not there, and he's either on vacation or a business trip.

I have left countless voicemails, spoken VERY clearly every time, and have still heard NOTHING from this company about this.

Brian
Parker, Colorado
U.S.A.