Micro 2000's MicroScope software
Angel Babudro
Micro 2000 makes a product called MicroScope, a $500 diagnostic
package which, according to one of their salesman, will diagnose any
problem or you get your money back. The tech support department
disagrees with the salesman, but was not even willing to TALK to the
salesman about it (they told me I could call back and talk to the
salesman myself if I wanted to).
Here's what happened: I had a system which I had been trying to
diagnose for an entire week-end. Searching the Net I found MicroScope
and asked for information. A salesman called and told me I could
purchase a $100 trial version (which let's you use it 25 times).
After some talking I described the 20-hour week-end I had just spent
and the problems I had experienced; I asked him specifically if
MicroScope would diagnose that problem. The salesman GUARANTEED that
MicroScope would find the problem. I told him I had tried Shareware
diagnostics and he told me, "Frankly, those Shareware packages are
junk. This is professional software. It'll find the problem." (I
disagree; I think Shareware is often of higher quality than commercial
software.) I asked, "What if it doesn't find the problem?" He said,
"It will!" I asked again, "What if it doesn't?" He said, "Oh, I see
what you're getting at. If it doesn't find the problem we'll refund
your money within 30 days." I said, "Will you ship it COD?" So on
March 3rd I bought MicroScope LE.
I have now tried MicroScope on three faulty computers: It
diagnosed zero problems with any of them. One had a defective CPU,
one had a defective motherboard (with a fracture that was causing
intermittent performance), and the third one (the 20-hour service
call) I have no idea. I called today, just an hour ago, to get my
$100 refund that the salesman promised.
The Customer Support guy talked to me for about a half hour,
explaining why MicroScope could not possibly detect a bad CPU or a
motherboard with a fracture, and he blamed the CMOS setup for having
bad values which created timing problems on the third system. He said
THE FACT THAT MICROSCOPE COULD NOT DIAGNOSE ANY OF THESE PROBLEMS IS
NOT A PROBLEM WITH THEIR SOFTWARE AND, THEREFORE, THEY WILL NOT REFUND
MY MONEY. I reminded him of the salesman's promise but he flatly
denied that the salesman said any such thing and stood firm on
refusing to refund my money.
Let's imagine I sold you a software package and when you described
your use for it I said, "It will do exactly what you want or your
money will be refunded." Then I sent you a package which pretended to
work, displayed some screens, but did not actually do what was
promised. Then when you called I said, "Does the screen show up okay?
Well, then the software works. It's your problem, not mine." You'd
be a bit upset, wouldn't you?
I asked the Support tech guy if he would be talking to the salesman
about the promise he made to me. He told me I could call the salesman
(at my expense) and talk to him about it if I wanted to but he would
not talk to him, and he indicated that it wouldn't make any difference
because management had already made a decision.
In short, Micro 2000 LIED TO ME AND REFUSED TO STAND BY IT'S MONEY
BACK GUARANTEE WHEN THEIR SOFTWARE DID NOT PERFORM AS PROMISED. I am
stuck with a product which has proven to be worthless.
Micro 2000 is a dishonest business; I do not recommend doing business
with them.
Terry Horwath
Angel Babudro wrote:
>
> Micro 2000 makes a product called MicroScope, a $500 diagnostic
> package which, according to one of their salesman, will diagnose any
> problem or you get your money back. The tech support department
> disagrees with the salesman, but was not even willing to TALK to the
> salesman about it (they told me I could call back and talk to the
> salesman myself if I wanted to).
>
>
> Micro 2000 is a dishonest business; I do not recommend doing business
> with them.
This is why, whenever possible, you should be products with a credit
card.
If the vendor will not support the product, or it does not perform as
advertised you can return it and then request a refund from your
credit card company.
To this end I no longer buy products when the vendor will not accept a
credit card.
john
You should have had the salesman FAX you a signed statement regarding the refund.
You can also write you State Attorney General's office and lodge a formal complaint. Do
the same for the State Micro 2000 is based out of.
Then there's Small Claims court if you have the time.
You may be interested in the UCC Article 2B hearings that are currently going on - if
you think shrink-wrapped software is bad now, if article 2B passes (in its current form)
watch out!
-john