Complaint Review: Comp USA

On December 28, 2002 we purchased a custom built pc from Comp USA. The system cost just under $1,700.00 including the 3 year warranty we purchased with it. We took the thing home and had problems with it from the minute we plugged it in. On December 29, 2002 we returned to the pc to the store and reported the problems such as freezing, problems accessing the internet, timing out trying to download websites or email, dvd/cd r/w and rom drives not working etc.

After suposedly running dx on the system their tech told us we had to buy a scii card to resolve the conflict between the cd rom and the dvd/cd r/w drives. We purchased this $60 part but when we got the pc home again the same problems continued.

By Feburary we were demanding they replace the pc under their lemon clause in their warranty. They claimed to have done this but we continued to have the exact same problems with the computer nonetheless. We muddled through with this crippled system for 2 years, taking it in when it got so bad it did not run at all any more until it finally died for good and refused to recognize the monitor.

On December 27, 2004, with a full year remaining on our warranty, we took the pc in again. The service manager opened the pc trying to find some data needed to bring up our records on their computer system and while looking inside he told us that the scii card their tech said we needed was not even being used! Once he found our files he discovered that the records were seriously deficient. They did not have most of the service records on their computer, neither did they have the original pruchase order. We had what records they had provided to us, which they made copies of and we were assurred that this time they would run a full and complete dx on our pc and get it fixed properly. This manager also noted that the complaints were consistantly the same since the date of purchase.

This time they apparantly did finally run a full dx and concluded that our pc has a bad mother board, bad ram, and a bad pentium chip. They also refused to repair or replace the pc claiming that the ram was not ram that they sell. They claimed that the damage was "owner abuse" despite that fact that the complaints were the very same complaints that were reported the day after the original purchase. Further, the only people ever to open the pc have been Comp USA employees. Thus if it indeed has ram not sold by their store then their employees stole the original ram and replaced it with their own.

The warranty information is in their system but even so they are refusing to honor it. Over the past two years we have dealt with 5 different managers and we have made several complaints to corporate. Even with the most recent complaint to corporate they are still refusing to honor their warranty and repair or replace the pc.

It seems that Comp USA corporate supports their employees in perpetrating fraud, theft by deception, outright theft as well as the use of "recycled" computer parts represented as being new. The matter has been turned over to our attorney. At present Comp USA still has our pc and resolution is still far away.

In the mean time we have purchased a new system HP PC from somewhere else. So far there has been NONE of the agravation with this machine that we had with the Comp USA PC from the very day of purchase. It is actually fun rather than frustration to work on the HP PC.

Comp USA has assured that even if they are the last electronics store on the planet they will not get any more of our business!

Julie
Evanston, Wyoming
U.S.A.

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