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http://www.macnn.com/articles/01/03/01/computer.town/

Computer Town announces restructuring

updated 07:40 pm EST, Thu March 1, 2001

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Salem, NH-based computer dealer Computer Town announced today that it has been taken over by Jim Hancock, a "long-time professional in the Apple dealer channel for 13 years." The company says it will conduct business as a premier retailer, business sales, and professional services company for markets nationwide - beginning with southern New Hampshire, metro Boston, and the Phoenix (Paradise Valley) areas and that it is undergoing a rebuilding effort beginning immediately that will include attempts to satisfy national and local debts, continued liquidation of inventory, and repair of customer satisfaction issues.

by MacNN Staff

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03/01, 11:02pm | report spam | close Reply | delete
Good news

I like Computer Town. I remember when my father and I saw the first Macintosh in a Computer Town in 1984. I'm glad someone is taking the lead. I'm not sure what customer satisfaction issues they mean, but I know I was a little sick of the arrogant and pushy nature that I often felt. Most of the time they were good, but they didn't really look like they were having that much fun. Anyway, let's hope this new guy thinks differently. If's he's a Scully or an Amelio throw his butt out! If he's a Jobs, watch out! JWB

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03/01, 11:41pm | report spam | close Reply | delete
Go Jim, Go!!!

Jim Hancock is a force very great in the Apple world. He's been with the Reseller Advisory Committee for Apple for many years and is the best shot in the arm Computer Town ever got. You have got a customer in me already. Jim is a very honorable person and the perfect person for the job. If you are listening, a former Pomeroy emplyee sees great things coming from you! Go get 'em! Just don't use Astea instead of Tyler, and I sure hope you didn't do this to find your missing bag! (I never did find out who took it)

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03/02, 12:44am | report spam | close Reply | delete
Horrible service!

I don't know about Mr. hancock, but my recent dealing with Computertown puts it right up therwith getting an IRS audit or having your wisdom teeth pulled. The "service" the Computertown was down right disgraceful as they were rude, insulting, and completely insensitive to simple requests. I, along with other readers of MacNN/DealNN, were treated in this despicable manner, and have posted many instances of Computertown's "customer service" on the DealNN site. In fact, their dealings were se bad that DealNN pulled their listing from their deal site, because of all the bad comments/reviews readers were giving. It is going to take a lot to take this company from "totally reprehensible" to even "poor", much less one of the major Apple dealers, in my view.

With the way I was treated, I am glad that the previous owners went out of business, and I hope they lose their collective shirts. I am surprised MacNN even mentioed this cruddy store/website on their news page.

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03/02, 08:29am | report spam | close Reply | delete
I have to second that!

Unfortunately, I have to agree with the reader comment above. I recently saw the listing on dealmac and decided to give it a shot and purchase a few items.

The sales people on the phone must have been stressed out because they were rude as h***. I've never seen people treat customers in such an arrogant, and disrepectful manner. Bought a monitor (15" flat panel display) which btw came almost DOA (USB hubs and buttons don't work) I tried calling them and before I could say anything to the rep I was talking to, he sent me to voicemail limbo.

Simple requests (such as shipping method, ETA) were treated in such an insensitive manner and they're highly insulting. I hope that Jim can make a difference because they really sucked at the end! Its OK to be stressed out over $$$ but dont treat your customers like that!

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03/02, 08:32am | report spam | close Reply | delete
Horror Story from

This story dates back to 1998...before they were having serious financial troubles. I bought a 3400c in 1997, and was sold the wrong warrenty. That didn't matter, though, because ComputerTown gave me a letter from the service manager saying they'd cover any problems as if I had the right warrenty. So, when my HD started being currupted (the 1.3 GB had a recall), I drove down from school in Maine to get it fixed (a 1.25 hour drive that turned into a 3 hour drive because they gave me bad directions). They said they had a month-long backlog of work, and couldn't even look at it for 2-3 weeks. I said fine since I needed it fixed. 3 weeks later, I get a call that it's all set. I hop in my car, drive a long way to Salem, and pick up the book. The service guy, who seemed awesome, gave it back to me, said he checked it after replacing the HD, and I was all set.

Here's where it gets good. No, they hadn't even booted the computer up since I dropped it off. They didn't change the HD, and they certainly didn't change the HD. I found all of this out 2 hours later when I got back to school and tried to boot up.

I called the following day, and GOT YELLED AT by the service manager for bothering him because they were trying to move the service department from one location to the other, and he didn't need to deal with me that day. Excuse me, I didn't need to drive 4 hours, pay $10 in tolls and more in gas for nothing.

3 days, 18 phone calls, and a corporate manager later, they agreed to take the powerbook back to fix it, but wouldn't give me any shipping material, and wouldn't reimburse me for it. It took 2 calls alone to get them to pay for the return shipping. So, the PowerBook sat waiting for UPS for a week. Little did I know, ComputerTown never submitted a pick-up manifest. So, I finally got back through to the manager, who got FedEx to come get it, they replaced the drive, and I had it back like a week later.

But, wait, there's more! The drive they put in was DEFECTIVE! It had a recall, too! So, I got a call a week later that I'd have to come in with the book (they wouldn't pay for the shipping). This time, they replaced the drive while I waited, and I made them sit there while I booted up, and messed around to be sure they actually did anything.

Just my two cents, but I don't care how great any new owner is...I will never bring any business to ComputerTown, and I invite others to join in. I say scrap the company, and start from scratch, Mr. Hancock.

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03/02, 09:07am | report spam | close Reply | delete
Jim Hancock

Let me just say that Computer Town has had many issues and the fact the Jim Hancock has come in is a wonderful thing! I've known Jim for years, even worked with him when he was a part of Computer Town years ago and he is just the thing they need to get a shot in the arm! I'm happy to see that he has taken over and with him now in charge expect to see a lot of differences happening soon. He never put up with the garabage you saw in the New England area when he was in Arizona. Go Jim! And no one has ever found your bag!

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03/02, 09:14am | report spam | close Reply | delete
Better News

ComputerTown (Phoenix) has always been a great place for all my Mac needs. They have always given AMUG (mac user group) a 5% discount and will spend plenty on time with you. Gerald (store manager) will be opening MacTown as soon as he can find the right location.

Good Luck with the new store

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03/02, 09:21am | report spam | close Reply | delete
Great!

Congrats Jim...

As a former employee, I can tell you that the store and Apple both have great potential. Step one is to find out who the dead wood is and get rid of them. There are still good people there and I suggest you start by giving them each a quiz on what they know about the products and customer service. This should address the concerns many of the folks above have. This will prove your serious.

Good luck.

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03/02, 10:56am | report spam | close Reply | delete
Worst Service, EVER!

I have dealt with many different distributers/companies in many different fields, and the way I was treated by Computertown was absolutely THE WORST I have ever experienced. They were not only verbally abusive, but also hung up on me before even bothering to talk on the phone.

I would suggest to ALL Mac buyers to go to a reputable Mac company (MacMall, Outpost, Smalldog, Powermax, and lots of others...) before even risking going to Computertown. They are stories from readers giving examples of treatment even WORSE than CompUSA (that's pretty bad!).

If Jim Hancock wants to setup a good Mac store, I suggest (as a previous reader did) to scrap Computertown, and start over.

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03/02, 12:48pm | report spam | close Reply | delete
Computer Town

As a former employee of Computer Town, let me say that they have had financial and management issues for much longer than anyone really knows. There poor service has always been fueled by the fact that they treat their employees like sweat shop workers and place unrealistic demands on the management.

Many of the problems stemmed from the president's history of making decisions for the company that benefitted him personally, despite the needs of the company. Creditor's were an issue from the time I started there in 1996 and it is a wonder that they have been able to stay afloat for this long.

Although I learned a lot at my time at Computer Town, I still feel that it was the most damaging employment experience in my career. My advice to Mr. Hancock is to realize that if you inspire your employees, they will reward you with work that goes beyond your expectations. If you piss on them, no amount of restructuring and refocusing will drag Computer Town out of the mud.

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03/02, 05:16pm | report spam | close Reply | delete
Jim's Management Style

I can tell you that Jim Hancock's Management style goes beyond anything I'm used to. He is one person who cares about his employees and goes out of his way to make sure that they are taken care of. After working with him during his first stint at Computer Town years ago I can say all of this from experience! I've never met a better guy to take CTI out of the hole they are in and bring back service the way Apple wants their buyers treated.
I don't know why Gerald is going to start up his own store, MacTown you say?, except that evidently he realized what straights the company was in and was jumping ship. I wish him luck but also to know that CTI will always be his competition as long as it has a store in Arizona. For the ex-employees that read this of CTI, most of you never dealt with Jim unless you were in chandler or in corporate in Arizona. I'm sorry for all of you who dealt with what you did,what we all did with the old owners and their style, but I can say that it is all going to change but will take time. Give him a chance, you'll see results and the stores that you wanted to shop at originally!

JK

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03/02, 05:38pm | report spam | close Reply | delete
My Experience...

Being a member of the Mac family since 1984, I think that I would have a bit to say about ComputerTown. When the one on Tatum (Arizona) opened up, it was like a God-send when I first heard about it. However, every experience that I have had with them, they have made me feel inadequate and unimportant. If I ask a question, they not only NOT answer the question, but make me feel foolish for even asking.

Jim, if you read this, take my words of warning. Your employees are pissing off the life-blood of their very employment. Please have them respect their customers. Just that ONE change will affect us a whole lot.

Only then can you get into the size of stores, quantity of products, etc etc.

Sincerely,

Mike in Phoenix, Az.

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03/02, 06:25pm | report spam | close Reply | delete
ComputerDown

Hancock, Schmancock. I don't care as long as he loses a lot of his own money into this doomed venture. Frickin dork.

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03/02, 08:05pm | report spam | close Reply | delete
Change the Name!

My first purchase at ComputerTown was for a Newton MessagePad (the very first one, the very first day). They sold me a defective one. After the Newton debacle, I had 2-3 other run-ins with them at Macworld. Bad prices, bad service (arrogant people) and bad communications. Feels like eBay. Computertown leaves a bad taste in many people's mouths.

Thanks...Lee

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03/03, 02:10am | report spam | close Reply | delete
Spread the (Bad) Word

I don't really care what all Jim's buddies say,ComputerTown (and the future Mactown) are bad news! I say spread the word about both ComputerTown and Mactown over as many Mac sites as you can. Tell all Mac users your personal experiences and let them decide on their own.

I'll start... STAY AWAY from COMPUTERTOWN and MACTOWN!!! With so many other reputable Apple dealers out there, don't risk your money and time on these losers! Unless this wonderful Jim answers all the phones, sells all the computers, repairs all the machines, ComputerTown will always be the same $hitty outfit they always have been!

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03/03, 02:11am | report spam | close Reply | delete
Spread the (Bad) Word

I don't really care what all Jim's buddies say,ComputerTown (and the future Mactown) are bad news! I say spread the word about both ComputerTown and Mactown over as many Mac sites as you can. Tell all Mac users your personal experiences and let them decide on their own.

I'll start... STAY AWAY from COMPUTERTOWN and MACTOWN!!! With so many other reputable Apple dealers out there, don't risk your money and time on these losers! Unless this wonderful Jim answers all the phones, sells all the computers, repairs all the machines, ComputerTown will always be the same $hitty outfit they always have been!

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03/04, 12:40pm | report spam | close Reply | delete
Looking Forward

And now, a word from the (new) President... of Computer Town, that is : -)

I cannot change how you may have been treated in the past at Computer Town - I can only GUARANTEE that you will not be treated in the manner(s) to which some of you have referred WITHOUT serious repercussions within the "new" Computer Town. Any specific issues that may arise after tomorrow's leadership change can be directed to me at jhancock@computertown.com and I will personally respond. Please be as specific as possible in your e-mail.

Here is the message to all interested parties (both customers and employees) of Computer Town:
As a company, we will quickly understand why the company exists, and God-willing, will continue to exist; THE CUSTOMER. Without realizing that customers should be treated as "customers for life", there is no company. period.

That is the new vision. You can hold me personally to it.

Your comments ARE appreciated (as long as they are warranted)!

Sincerely,

Jim Hancock
Computer Town

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03/05, 05:44am | report spam | close Reply | delete
The Good and the Bad.....

Not only should you email him with bad experiences or situations, but with the good sales people you've dealt with, and those good experiences.... that is VERY important as well... most people that are upset will vent on here, those that have had good experiences usually read them all and not comment... now is your time to tell the president about what the good and bad experiences with the employees and different locations.

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03/05, 12:03pm | report spam | close Reply | delete
Words from Jim

Now how many companies have actually had their President come forth on here and give his personal word that things will change and get better? It all starts at the top and his attitude shows that he is more then willing to help the one person who matters most: The Customer. What more do you need to hear? Those of us that have worked with him know what he is like, give him a chance. Things may not change overnight, let new personell come in and watch things begin to happen people!

-JK

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03/06, 02:13pm | report spam | close Reply | delete
THE Change...

I went to ComputerTown in Salem, NH this past Sat. The store was jammed with people and I got to watch a screaming match between a customer and salesperson. Last words I heard were "Give her her money back and let her go to CompUSA". Another salesperson was on the phone on the sales floor screeching at someone that she wants to speak to a manager and "don't you dare put me back on hold" etc. These are not the kind of things I as a customer want (or need) to deal with. I came to shop for my favorite Mac toys, if I want bitchin' I can stay home!

And while I'm at it..., the boy's over at CompUSA could use a good beatin' too! Think I'll take my 2 X 4 with the rusty nail in it next time I go shopping!!

Good luck Mr. Hancock. (Let me know if you wanna borrow the 2 X 4)

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03/06, 02:16pm | report spam | close Reply | delete
THE Change...

I went to ComputerTown in Salem, NH this past Sat. The store was jammed with people and I got to watch a screaming match between a customer and salesperson. Last words I heard were "Give her her money back and let her go to CompUSA". Another salesperson was on the phone on the sales floor screeching at someone that she wants to speak to a manager and "don't you dare put me back on hold" etc. These are not the kind of things I as a customer want (or need) to deal with. I came to shop for my favorite Mac toys, if I want bitchin' I can stay home!

And while I'm at it..., the boy's over at CompUSA could use a good beatin' too! Think I'll take my 2 X 4 with the rusty nail in it next time I go shopping!!

Good luck Mr. Hancock. (Let me know if you wanna borrow the 2 X 4)

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Computer Town announces restructuring

updated 07:40 pm EST, Thu March 1, 2001

Good news

Go Jim, Go!!!

Horrible service!

I have to second that!

Horror Story from

Jim Hancock

Better News

Great!

Worst Service, EVER!

Computer Town

Jim's Management Style

My Experience...

ComputerDown

Change the Name!

Spread the (Bad) Word

Spread the (Bad) Word

Looking Forward

The Good and the Bad.....

Words from Jim

THE Change...

THE Change...

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Computer Town announces restructuring

updated 07:40 pm EST, Thu March 1, 2001

Related Articles

Recent Articles

Good news

Go Jim, Go!!!

Horrible service!

I have to second that!

Horror Story from

Jim Hancock

Better News

Great!

Worst Service, EVER!

Computer Town

Jim's Management Style

My Experience...

ComputerDown

Change the Name!

Spread the (Bad) Word

Spread the (Bad) Word

Looking Forward

The Good and the Bad.....

Words from Jim

THE Change...

THE Change...

Login Here

Register for our weekly email newsletter:

Connect tools:

Subscribe

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Follow us

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Most Read

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MacNN Marketplace