On Sept. 24, 1999, we ordered a Systemax computer from the Video Computer Store (http://www.vestore.com). Our personal check for $2,373 cleared our bank on Sept. 27. On Oct. 19, after numerous attempts, a customer service representative finally returned our phone calls and gave us an order number. On Nov. 3, we received our scanner. A Nov. 10 letter from the VC Store advised us of a delay in shipment of the Systemax computer. The letter asked us to confirm acceptance of a Quantex system identical to our original Systemax order. After numerous tries to reach someone, my husband, Curtis Bloodworth, confirmed that we would accept the Quantex. It is now Dec. 10, and we've paid for our system but have not received either the system or other communication from the VC Store.

Melinda Johnson
Biloxi, MS

After this letter, Melinda and Curtis decided to forget the computer and ask the Video Computer Store for their money back. They returned the scanner and confirmed that the VC Store received it. We e-mailed messages to the VC Store at custserv@vcstore.com, but received no reply. Eventually we explained the situation to a VC store representative over the phone. The VC Store called Melinda and Curtis on Jan. 6, promising that the refund check would arrive soon. On Jan. 18, Melinda asked for complaint forms from the Pennsylvania Attorney General's office (717/787-9707). The VC Store told us that Melinda and Curtis should not expect their check until mid-February, but Melinda called in late January to say they had received a full refund.



I purchased a Proteva computer from the Video Computer Store on Dec. 13, 1998. This was in response to a television commercial for a complete system with a $230 rebate. It is now 10 months later and after innumerable phone calls, hours on hold, and a multitude of broken promises about when the rebates would be paid, I have received a total of $130. This was paid to me in two separate checks, months apart, and only after I threatened to take them to small claims court. I'm hoping that you'll be able to extract the final rebate amount from this company.

Dr. Robert E. Courtney
Collingswood, NJ

When we spoke to Donna at the VC Store on Jan. 18, she said someone would call Robert that same day. No one did, but within the next few weeks, a representative of the VC Store called Robert, and he received his final $100 rebate check on Valentine's Day—14 months after his original purchase.



In January 1999 I purchased Microsoft Encyclopedia Deluxe 99. After reading the label, I realized that Microsoft's Encarta Reference Suite would be more suitable. I phoned Microsoft's Return Department and was gently told to go back to my dealer, buy Encarta, and to ship my original purchase to the Return Department for a full refund. On Jan. 21, I shipped the Encyclopedia. Nothing! On May 31, I sent a letter. Again ... nothing! On Aug. 16, a phone marathon in which Rick told me to try to trace the parcel, which Canada Post confirmed had been delivered on Jan. 27. I would really appreciate your efforts in solving what is a mystery to me.

Fernand Lucchesi
Charlesbourg, Quebec, Canada

We contacted Janice Duncan at Hill & Knowlton, Microsoft Canada's media relations firm in Toronto. That same day, Fernand received a call from Christopher Winder, a Microsoft representative in New York. Fernand agreed to fax Christopher his receipt. Fernand said that Christopher called back the next day to report that not only would Fernand be reimbursed, but that Microsoft would be sending him a few extra products and an apology. Fernand received Encarta Encyclopedia 2000 and, two weeks later, a $40 reimbursement.