- Report: #1434
Report - Rebuttal - Arbitrate
Complaint Review: CompUSA
** Class Action Law Suit against Comp-USA *REBUTTAL
*0: The company, when selling an extended service plan, is actually selling a program that is underwritten by an outside firm.
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Three years ago I purchased a Cannon Innova laptop from the Compusa store in Nashville, TN. I paid a premium price for it, and purchased the three year Extended Service Plan with it. Since purchased, it has been in the shop several times. Each time taking at least 3-4 times longer than the estimate. On most repairs, the computer was returned with either no work done, or only partial solutions.
On one occasion, I returned it and told the technicians that the Disk Drive was going out. (anybody who has ever been a computer technician, knows that sound well). The PCMCIA slot was locking up, and the CD Drive caused the Laptop to lock-up. It was returned (making the same noise), and the note on the repair order stated that they replaced the fan. No work was done on anything else.
I returned it again, and this time they said that they replaced the hard drive. But the noise was still there, and all of my information was still on the disk, the CD was not replaced, and the problem with the PCMCIA slot remained. I called, and asked them if they ever (under any circumstances) back-up and reload the new disk. I was told (rather rudely) that I should back up my information because under no circumstances do they ever reload the new disk. I then placed my new service call, informing the agent that they had returned my machine without replacing the drive. They actually changed their story, and tried to convince me that the drive had been replaced, and the information reloaded. (*bull s**t*)
The next repair required the replacement of the screen. (The original problem with the CD and the PCMCIA slot was still there). It took them over two weeks to "Get Approval" to replace the screen. I was told that it was very expensive, and that they may not be allowed to fix it. I think they were actually considering returning it un-repaired. Again this repair took several weeks longer than the estimate. Nothing was done to fix the CD or PCMCIA problem.
Now the display has gone out again, The CD drive still locks up the sytem, the PCMCIA slot has stopped working completely, and I have taken the computer to the store for repairs. Two days later, they call me and tell me that the machine isn't covered. In my service plan it plainly says that the ESP coverage starts at the end of the manufacturer's warranty (Canon had 1 year warranty), and goes for three years.
When I call, I can NOT get to a manager. They keep shifting me around from one employee to another, Some saying that it is covered (these people seem to magically disappear), some saying it isn't. No matter what I do, they get off of the phone, and drop the problem.
If you have had the same experiences with CompUSA, please email me at "firstname.lastname@example.org" and let's see if we can get enough people together to start a class-action lawsuit against this company. Nobody will get rich off of this (except the lawyer as always), but maybe together we can hurt CompUSA enough to get their attention.
This report was posted on Ripoff Report on 02/29/2000 12:00 AM and is a permanent record located here: http://www.ripoffreport.com/r/CompUSA/nationwide/-Class-Action-Law-Suit-against-Comp-USA-REBUTTAL-1434. 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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