• Report: #66605

Complaint Review: CompUSA

  • Submitted: Fri, September 05, 2003
  • Updated: Thu, September 18, 2003

  • Reported By:Sugar Grove Illinois
CompUSA
324 S Rt. 59 Nationwide U.S.A.

CompUSA High pressure Replacement Plan turns to be Repair Plan Naperville Illinois

*UPDATE EX-employee responds: some small bits of advice on compusa warranties

*UPDATE EX-employee responds: some small bits of advice on compusa warranties

*UPDATE EX-employee responds: some small bits of advice on compusa warranties

*UPDATE EX-employee responds: some small bits of advice on compusa warranties

*Consumer Suggestion: A Deal's A Deal ..Too bad for CompUSA that their salesman blew it

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I bought a Sony DSC-707 digital camera on January, 2002 from CompUSA in Naperville, Illinois. I spent about $1,150. It was the camera I had waited long and had planed to buy. The salesman was very knowledgable about the camera and strongly recommended to buy the protection plan. He said, "It is a replacement plan, not a repair plan. Such delicate camera even with small impact could cause malfunctioning. There is no way of fixing the elctronic camera these days. It is very unwise to not buy the plan." The salesman was keep repeating and his comment made sense, and I purchased the plan.

About three weeks ago, when I came back from work, I found out that the camera did not work after one of my daughters had used it. On August 23rd, 2003, the same week that I found the problem, I took the camera casually to the CompUSA store, where I bought from, for repair or replacement. The evening shift manager and the lady in service desk told me that they do not sell Replacement Plan on Camera, Video, or any items above $1,000. The evening shift manager also commented that I was not the first one who had been sold on the replacement plan from a dishonest salesman. Both people calmed me, saying, "Do not worry. Anyway, your camera will be fixed." So I left the camera for repair.

I got a call from CompUSA today, September 5, 2003, telling me that the camera could not be fixed and would cost about $3,000 which was above the plan coverage. I do not know about the amount of coverage and do not find any exempt cases on any prints.

I feel pretty sad about this whole thing. CompUSA has been the place I buy my desktop and laptop computer, memory chips, memory sticks, computer repair services, upgrade services, connectors, games, and any computer or electronic related items. I have had the store image of professional stuffs, services, and services. I did not feel I needed to raise my guard to protect myself on purchasing as I would from the second handed car dealers TILL TODAY.

Albert
Sugar Grove, Illinois
U.S.A.


This report was posted on Ripoff Report on 09/05/2003 03:34 PM and is a permanent record located here: http://www.ripoffreport.com/r/CompUSA/nationwide/CompUSA-High-pressure-Replacement-Plan-turns-to-be-Repair-Plan-Naperville-Illinois-66605. 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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Updates & Rebuttals

#1 UPDATE EX-employee responds

some small bits of advice on compusa warranties

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

I am an ex employee of a CompUSA store. I have heard and dealt with complaints like yours before. For one the manager was right, the salesman made u a bogus promise. There is no such thing as a replacement plan on a camera. Our salesmen made this mistake constantly. Mainly because of CompUSA's horrible training program. They change replacement and warranty policies so frequently its ridiculous. Plus so many different types of warranties and services come and go so many times a year its hard to keep up. This is in no way an excuse for the way they acted, but some clarity on how it happened. But in that case if the salesman specifically told you somethign that was untrue they should of repaired the camera free of charge or refunded the cost of the warranty to you. Hopefully they gave you a copy of warranty information upon purchase. Its should be a small booklet. That breaks down all warranty and replacement plans. Those booklets change often aswell, i have noticed over the years that wording in them changes often to. The stores do not keep records of the booklets they will only go by what booklet is currently circulating at the time. So if you have that booklet read it and do not lose it. I would say contact the regional manager of that district, usually when a problem reaches him it doesnt look good on store general manager. So they will take care of you. I would look into a refund of the warranty only and sending the camera to sony for repair as they offer a 1 year warranty on the product. They are usually pretty well at repairing product too. But sometimes take a bit long. If you cannot get a direct number to the regional manager or they put you through to the famous 1-800 compusa or something like that number let me know. I still know lots of people who work there and they can get me a name and number for you within minutes. If you have any questions feel free to ask me
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#2 UPDATE EX-employee responds

some small bits of advice on compusa warranties

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

I am an ex employee of a CompUSA store. I have heard and dealt with complaints like yours before. For one the manager was right, the salesman made u a bogus promise. There is no such thing as a replacement plan on a camera. Our salesmen made this mistake constantly. Mainly because of CompUSA's horrible training program. They change replacement and warranty policies so frequently its ridiculous. Plus so many different types of warranties and services come and go so many times a year its hard to keep up. This is in no way an excuse for the way they acted, but some clarity on how it happened. But in that case if the salesman specifically told you somethign that was untrue they should of repaired the camera free of charge or refunded the cost of the warranty to you. Hopefully they gave you a copy of warranty information upon purchase. Its should be a small booklet. That breaks down all warranty and replacement plans. Those booklets change often aswell, i have noticed over the years that wording in them changes often to. The stores do not keep records of the booklets they will only go by what booklet is currently circulating at the time. So if you have that booklet read it and do not lose it. I would say contact the regional manager of that district, usually when a problem reaches him it doesnt look good on store general manager. So they will take care of you. I would look into a refund of the warranty only and sending the camera to sony for repair as they offer a 1 year warranty on the product. They are usually pretty well at repairing product too. But sometimes take a bit long. If you cannot get a direct number to the regional manager or they put you through to the famous 1-800 compusa or something like that number let me know. I still know lots of people who work there and they can get me a name and number for you within minutes. If you have any questions feel free to ask me
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#3 UPDATE EX-employee responds

some small bits of advice on compusa warranties

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

I am an ex employee of a CompUSA store. I have heard and dealt with complaints like yours before. For one the manager was right, the salesman made u a bogus promise. There is no such thing as a replacement plan on a camera. Our salesmen made this mistake constantly. Mainly because of CompUSA's horrible training program. They change replacement and warranty policies so frequently its ridiculous. Plus so many different types of warranties and services come and go so many times a year its hard to keep up. This is in no way an excuse for the way they acted, but some clarity on how it happened. But in that case if the salesman specifically told you somethign that was untrue they should of repaired the camera free of charge or refunded the cost of the warranty to you. Hopefully they gave you a copy of warranty information upon purchase. Its should be a small booklet. That breaks down all warranty and replacement plans. Those booklets change often aswell, i have noticed over the years that wording in them changes often to. The stores do not keep records of the booklets they will only go by what booklet is currently circulating at the time. So if you have that booklet read it and do not lose it. I would say contact the regional manager of that district, usually when a problem reaches him it doesnt look good on store general manager. So they will take care of you. I would look into a refund of the warranty only and sending the camera to sony for repair as they offer a 1 year warranty on the product. They are usually pretty well at repairing product too. But sometimes take a bit long. If you cannot get a direct number to the regional manager or they put you through to the famous 1-800 compusa or something like that number let me know. I still know lots of people who work there and they can get me a name and number for you within minutes. If you have any questions feel free to ask me
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#4 UPDATE EX-employee responds

some small bits of advice on compusa warranties

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

I am an ex employee of a CompUSA store. I have heard and dealt with complaints like yours before. For one the manager was right, the salesman made u a bogus promise. There is no such thing as a replacement plan on a camera. Our salesmen made this mistake constantly. Mainly because of CompUSA's horrible training program. They change replacement and warranty policies so frequently its ridiculous. Plus so many different types of warranties and services come and go so many times a year its hard to keep up. This is in no way an excuse for the way they acted, but some clarity on how it happened. But in that case if the salesman specifically told you somethign that was untrue they should of repaired the camera free of charge or refunded the cost of the warranty to you. Hopefully they gave you a copy of warranty information upon purchase. Its should be a small booklet. That breaks down all warranty and replacement plans. Those booklets change often aswell, i have noticed over the years that wording in them changes often to. The stores do not keep records of the booklets they will only go by what booklet is currently circulating at the time. So if you have that booklet read it and do not lose it. I would say contact the regional manager of that district, usually when a problem reaches him it doesnt look good on store general manager. So they will take care of you. I would look into a refund of the warranty only and sending the camera to sony for repair as they offer a 1 year warranty on the product. They are usually pretty well at repairing product too. But sometimes take a bit long. If you cannot get a direct number to the regional manager or they put you through to the famous 1-800 compusa or something like that number let me know. I still know lots of people who work there and they can get me a name and number for you within minutes. If you have any questions feel free to ask me
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#5 Consumer Suggestion

A Deal's A Deal ..Too bad for CompUSA that their salesman blew it

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

Too bad for CompUSA that their salesman blew it.

If you have a written contract promising repair/replacement, guess what the store must do -- Honor It!

If your contract lists the item you bought, tell the store manager that you feel for them, but a written contract's just that, and they need to honor it.

Tell him/her that you'll be seeing them in small claims court if they don't do the right thing.

They're local so you can sue in your county. They also have the money to pay.

Don't fall for their stupid lies. You paid for the warranty, and you're entitled to its benefits.
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