Hi there,

I have a complaint to submit regarding Geeks on the Way.

Here it is:

I live in Toronto and contacted the Toronto office of Geeks on the Way and scheduled onsite assistance with an ongoing sound issue on the internet.

I made it clear to the booker and also to the technician (by way of note) that if the issue couldn't be resolved, we need the computer backed up on an external hard drive (left for him to set up) so I could restore the computer to the factory settings.

When it was clear he couldn't resolved the sound issue, my husband prompted him to back up the computer. He left saying "It's almost done and will be backed up in a few minutes." The problem is he didn't back up all of the computer including the documents and settings files and didn't see fit to let us know.

He did, however take it upon himself to delete our antivirus software and load up some new software (for $50) without checking in. When my husband called him on that, he uninstalled it.

This is where it gets really fun. I restored the computer with the help of Dell Technical Support to discover we have sound on the Internet, and that I've lost all my emails (but he did back up my contacts). I discover next that we have no antivirus protection on the computer.

After lengthy discussions with the Toronto manager, Lisa, it's clear that this is all really my fault. My fault for not being there. My fault for leaving a note. My fault for wanting him to wrap it up in an hour. The antivirus removal -- it's sort of their fault. They've offered to help me download free software off the computer though -- how sweet.

When I suggested I would tell people that they give terrrible service, Lisa said she would not replace the antivirus they deleted.

Some of the worst customer service I've ever had.