January 10, 2002
Dear Board of Directors:
	Re: Pending Legal Action

On Sept.24, 2001, I made an online purchase from IPC consisting of a software program and a computer without an operating system. Before I purchased anything, I phoned to ask appropriate questions such as types / brands of motherboard, hard drive, what was integrated onto the motherboard, how long was the warranty, what support was provided, etc. In light of the circumstances, I seem to have received incorrect information. My purchases arrived on Oct. 3rd. When setting up the computer, I discovered missing drivers for the modem and joystick. I also could not get the speakers to work properly on the USB port, forcing me to plug it into the sound card which is of poor quality. Within a couple of days, I started getting constant blue screens, errors, freezing, and extremely slow computer function, especially considering how powerful and fast this machine was purported to be. All these things added glitches, errors, and missing or corrupt files, even when saved or backed up. This caused the loss of many long hours of hard work. I therefore checked all my software, drivers, etc. several times with no indication of the problems and with no reprieve.

I tried continuously to reach tech support, and even customer care on occasion; however, I only received recordings. I left several messages with all the proper information required, but it was over a week before anyone returned my calls. This scenario has occurred several times since my purchase of this product. During my first returned call, I was told to reinstall windows 98 and check my software. When I explained that I already spent considerable time, effort and money making sure it was not my software, and even gone so far as to reformat my hard drive to correct any hidden software problems, I was told to try it again. I further explained that if reformatting wouldn't correct the problem, then it would have to be hardware. I was dismissed and told to keep trying. In frustration, I took it, at my expense to have two other individuals recheck my software and, as a last ditch effort, even changed to Windows 2000 Professional, an operating system known for its stability. After that failed to work, the others concurred it was a hardware problem and advised me to return it to IPC.

Having a computer is a necessity in order for me to work and to complete the computer courses that I had registered for, and the resulting loss of time put my work and studies behind and my successful completion of the courses at risk. This would result in a financial loss, which I cannot afford.

I finally had someone return my phone calls to give me a RMA number for repair/replacement, but then was dismayed to discover that all shipping costs would be at my expense. I was not impressed that I had to deliver it to Markham from Barrie. I again was given incorrect information regarding hours in which to do so and conflicting information on how long I would be without a computer (3-5 business days, or 7-10 business days), without even the courtesy of a loaner. It took 2 1/2 weeks before the RAM was supposedly replaced and I was permitted to pick up my IPC computer, again at my expense.

I was anxious to get back to work and my computer courses, as I had so much to make up for due to all these problems. I again, set up the computer only to discover that, not only did I not have the correct drivers, but IPC also put the incorrect backing on the computer, prohibiting me from plugging in the speakers and joystick. When I inquired about this, I was given permission to break the silver seals to remove the backing and informed that the proper one would be couriered to me the following day. Needless to say, after 3 weeks I still have not received it.

I was advised by tech support to reinstall my operating system and to be sure I was starting with a clean slate. I reformatted the hard drive once again. You can imagine my dismay only to discover I not only had the same problems, but now they were worse. I cannot even install major programs needed to catch up and continue with my work and courses. I have been forced to reformat more times than I can count, due to the bad hardware causing corrupt files, even with the operating systems. Now, it would appear I am simply being ignored by IPC.

I made it clear upon my purchase, and during the problems, that I needed this computer to work well for my courses and computer work, which have obviously been lost at great expense. Dealing with IPC has ended up costing me thousands of dollars in software, software analyst, lost computer courses as well as income to cover the courses, computer cost and personal income, perhaps even causing damages to future income... not to mention my very valuable time for countless wasted hours trying to fix your IPC computer at your request.

I am a patient person, but have been totally frustrated and angered by this ineptitude. The ability to provide good service and to resolve problems with its products is considered an essential part of a warranty. Your company has failed miserably on both counts. I was particularly dismayed that attempts to contact you yet again before the expiry date (January 2, 2002) were ignored. I am still awaiting a response!

I expect this situation to be remedied immediately and to be fully compensated, or the problems resolved at your expense. Failure to do so will assuredly prompt me to consult with the Ombudsman, the Better Business Bureau, several media consumer advocates, and legal counsel. As well, negative publicity will be spread to a wide circle of friends and associates, and published on the Net.
Your prompt attention to this matter would be in your best interests. I anticipate a response within the week, after which I will take further action.

Sincerely,

Heather L. Fortune