Gotcha! Free PCs Can Cost a Bundle

How One Reporter Got Burned by the IToaster

If you're wondering how much a free PC really costs, you may be missing an even bigger pitfall. I ordered a nearly free PC from Microworkz and discovered that just getting such a PC could cost you a monumental effort. Here's my story:

July 20, 1999 I call Microworkz and order the IToaster, for $196. Neil says I'll receive it on August 15. Neil tells me the IToaster runs the illusive BeOS. Like the Easter Bunny or Bigfoot, BeOS is something most people have heard rumors about but have never actually seen.

August 17, 1999 It's now mid-August--two days since my IToaster was supposed to show. I call Microworkz. After a 10-minute wait, Jim answers and says that if I don't receive it by Friday, I should call him and he'll put a track on it.

August 23, 1999 It's been over a month since I ordered my IToaster and a week since its promised arrival. I telephone Microworkz and wait on hold for 14 minutes. Dismita answers. "What's the holdup on my IToaster?" I ask. She says the company will ship it next week. If it's not here by Friday, I can call her and she'll track it. Déjà vu.

September 9, 14, 24, 1999 No IToaster. I call the company and each time a different rep tells me, "There's a bit of a back order. We hope to send your IToaster next week. If it's not there by Friday, call and we'll...." Yes, I know. You'll track it.

September 30, 1999 My IToaster is still MIA. I get angry. I call the company to vent my frustrations on feckless Microworkz phone staff. But Microworkz has discontinued its toll-free customer support lines. I call long distance to Washington state. The rep (Graham) says the company is no longer selling IToasters direct. "There are some big changes going on with the company." So I ask him, "Do these big changes include going out of business?" Graham assures me that's not part of the plan. I'll get my IToaster on October 18, he says.

October 19, 1999 The PC doesn't arrive. I've been burned by the IToaster. I call the company at 2:40 p.m. Pacific Standard Time and receive the following message, "Thank you for calling Microworkz customer service. Our normal business hours are from 8:00 a.m. to 5:00 p.m. Pacific Standard Time, Monday through Friday. Please call back during those hours. Thank you." Click.

November 4, 1999 While my credit card has never been charged, I decide that Microworkz has cost me plenty of time--enough for a couple of movies or a golf game--and I cancel my order. Microworkz, I'd like those hours of my life back.