• Report: #407116

Complaint Review: CompUSA

  • Submitted: Fri, January 02, 2009
  • Updated: Mon, February 23, 2009

  • Reported By:St Pete Beach Florida
CompUSA
23656 U.S. 19 North Clearwater, Florida U.S.A.

CompUSA CompUSA Not Honoring "Old CompUSA" Warranties Clearwater Florida

*UPDATE Employee: TAP Warranty Update

*Author of original report: CompUSA Does Not Honor Warranties

*Author of original report: CompUSA Cheats Their Customers

*UPDATE Employee: We apologize for the inconvenience

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I have a iPod Touch that I purchased at CompUSA (Clearwater, FL)the last week of November in 2007. When I purchased the unit I begrudgingly let the salesperson talk me into buying a 2 year in store "no questions asked" replacement warranty for $69.99. Over the course of the first year I had a lot of issues with the unit locking up, not holding a wifi connection and then right before the purchase anniversary the battery stopped holding a charge and would die within a half hour of an overnight charge. So I called the store and told Paul (at the store) my situation including the date of purchase and he told me to bring the iTouch in and they would replace it. I asked him to confirm they had the unit in stock because it was a long drive and he said they did.

So I made the 90+ minute drive to the CompUSA store in Clearwater, FL and upon arriving was told by a rep that they wouldn't honor the warranty. I told him I drove over 90 minutes and asked to speak to the manager. Jay Kurth (the store manager) came out of his office and started to tell me that I had to contact an insurance company to get service on the unit. I told him that I paid 70 dollars for an in-store replacement program and had called to ensure replacement before driving 90 minutes to get there.

He told me that I bought the warranty from "the Old CompUSA" and that the "New CompUSA" was a different company. The last time I checked, when a company purchases another company they assume all liabilities. When I told him I wasn't leaving until he did something for me he threatened to call the police. I called him scum and told him to go ahead so that I could let the police know how CompUSA stole from me. He never did call the police, so I am now going to contact the local TV and radio consumer advocates and the Better Business Bureau.

Their actions should be criminal and I am blown away how poorly CompUSA treats customers. When I looked through other complaints I saw a consistent history of both the "old" and "new CompUSA" ripping people off. I will never buy an extended warranty again. Why doesn't our government protect us from companies like this?

Bucscotty
St Pete Beach, Florida
U.S.A.

This report was posted on Ripoff Report on 01/02/2009 07:54 AM and is a permanent record located here: http://www.ripoffreport.com/r/CompUSA/Clearwater-Florida-33765/CompUSA-CompUSA-Not-Honoring-Old-CompUSA-Warranties-Clearwater-Florida-407116. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

TAP Warranty Update

AUTHOR: Abraheim A. - (U.S.A.)

We apologize for the inconvenience,

CompUSA is under a new owner ship, and when you placed your order it was under a whole different system and company. TAPS is not part of CompUSA nor do we handle anything directly with them especially now that compUSA is under new owner ship. There is very little to no control over how their company handles their processing methods.

This order was placed before CompUSA was bought by Systemax and therefore it was placed in their old system. Unfortunately, we here at Customer Service have limited access to the old system. For this issue, you will have to contact the team that is still dealing with the warranty issues pertaining to the old CompUSA system at their email: customer_service@oldcompusa.com or call the TAP service team at the following numbers:

Platinum/Premium Tech Plans: 800.827.0975, available 24/7
International Service Plans (laptops only): 011.972.919.7591, available 24/7
Puerto Rico Customers (all plans): 866.394.2815, available Monday-Saturday, 9 a.m. to 9 p.m., Eastern.

Sincerely,
Abraheim A.
Customer Service Dept.
CompUSA.com
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#2 Author of original report

CompUSA Does Not Honor Warranties

AUTHOR: Bucscotty - (U.S.A.)

After my last submission I contacted the TAP program that CompUSA uses to handle their warranties. They answer the phone "CompUSA". They told me to send my defective iTouch in on January 3rd and that they would get back to me within 3-5 days. 3 Weeks later I called them because they never got back to me. They apologized and said they were sending a check for $347. Based on that I went out and bought a new unit.

2 Weeks later they called to ask me what size hard drive my unit had (even though they were in possession of my iTouch). When I asked why, they said they were trying to find a replacement unit. I explained to them that I already bought a unit because they had committed to sending me a check. After going back and forth they agreed and said they would send the check.

Last Friday (7 weeks after sending in the defective iTouch) I received a refurbished iPod Classic in the mail. I called them and they said to send the unit back and that they would release my check for $347. They gave me an authorization number and said I could go to www.returnmyitem.com within an hour and I could print the return shipping label. Now 3 days and 3 phone calls later the authorization number is still not working.

I don't understand why a company would treat customers this poorly. Please do yourself a favor and DO NOT BUY ANYTHING FROM CompUSA.
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#3 Author of original report

CompUSA Cheats Their Customers

AUTHOR: Bucscotty - (U.S.A.)

Rather than honor their warranty they sold me for $70 in the store as stated in the agreement, CompUSA makes you call their Technical Assurance Program to try to wear you down. They answer the phone CompUSA, but it's not. They told me to send in my defective iTouch on January 3rd and they would contact me within 3-5 days to offer me a settlement. After waiting for 3 weeks with no response I called them and they apologized and said they were sending me a check for $347. I went and bought another unit trusting them to honor their word.

Then last week 6-7 weeks after I sent them the original unit they called and said they were sending a replacement unit, I explained that I already bought a new unit based on their commitment. So they told me they would send a check. I asked them to send me an email confirming they were sending a check. 3 Days later I received a classic iPod in the mail (I had an iTouch).

Now they are telling me to mail back the wrong unit and they will send the check for $347. These people are scum and I feel stupid for trusting them enough to send it again, but what choice do I have. I have over 20 phone calls invested into this and I have written consumer fraud groups, tv stations and the BBB. I am not giving up. Companies should not be able to operate like this.

Please whatever you do, DO NOT DO BUSINESS WITH CompUSA.
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#4 UPDATE Employee

We apologize for the inconvenience

AUTHOR: Abraheim A. - (U.S.A.)

We apologize for the inconvenience. Systemax purchased the CompUSA brand, trademarks and e-commerce business, and as many as 16 CompUSA retail outlets in January 2008. The remaining stores around the country have closed, and the website was completely re-launched, as it is under new ownership. We are a completely different company that just purchased the CompUSA name, so we have no records from before January 2008. However, there are liquidation contacts in place to honor of any of the former Comp USA's liabilities, including extended warranties, store purchases and items/installs purchased before January 1st 2008 (if your item is still covered). You can reach this department by calling 866 366 0642, or e-mailing customer_service@oldcompusa.com. We hope to have you as a future customer, feel free to contact me directly for any other issues or concerns at Abraheim.Al-Mudhi@compUSA.com

Sincerely,
Abraheim A.
CompUSA.com
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