Jeremy
Honolulu,#2Consumer Suggestion
Sun, August 08, 2004
Leslie, I am sorry to hear about your problems with CompUsa. It is unfortunate that they do not appreciate the impact of customer dissatisfaction on their corporate reputation. That goes for both CompUSA and HP/COMPAQ. On to it. I purchased a HP Laptop (XF125 or ZE1xxx) in Feb 2002. This laptop had a major defect that was well known and recognized as an engineering problem. As a good customer (long time too), I followed the steps. Sent the computer in 3 times for repair and came back with a reimaged hard drive each time. On the 4th try, I was told that my warranty expired. Well, imagine how unhappy I was that I had a problem that lasted from purchase date all the way past the warranty exp. date!? I called HP: Tech 1, no solution. Tech 2 (Supv), no solution and he says "I am as high as you will get!". Hrmm...Computer is still broken, no warranty, cant sell it in good conscience. Better Busines Bureau complaint was my next recourse. http://complaints.bbb.org/Welcome.asp will get you started. All of the companies information is on google or their website. As a result of my BBB Complaint, a very nice lady from HP called me to discuss my situation. I had dates and names to give her, copies of work orders, and receipts in hand. This probably showed that I meant business...and I did! After a couple of weeks (she was sick a week and I was too), she provided me with a pickup date for my laptop. Upon receipt of the laptop, HP sent me a check for the full purchase price. I have never been a Compaq fan and have lost all respect for HP. I believe they fixed the problem, but too little too late. My recommendation for CompUSA 1) Contact local store manager 2) Contact district Manager 3) Send Email Complaint to Corporate Customer Care 4) Submit BBB Complaint at Website 5) Wait for follow up from Compusa 6) If you feel too much time has passed, follow up. 7) Be dilligent, honest, and tell them exactly what is required to fix the problem Do as much as you can in writing, whether it be email, fax, or snail mail. Paper trails are tangible, better than he said she said. Wish you luck with this problem. I have not had any good experiences with CompUSA, but I make it a point to shop elsewhere.