Report: #102457

Complaint Review: Comp USA

  • Submitted: Fri, August 06, 2004
  • Updated: Sun, August 08, 2004
  • Reported By: KailyaKailua Hawaii
  • Comp USA


Failed to answer phone calls then gave me the run around "someone else is handling that" Honolulu Hawaii

*Consumer Suggestion: Resolution from both HP/COMPAQ and CompUSA

Show customers why they should trust your business over your competitors...

I bought Compaq Presario from CompUSA on May 14, 2004. On 6/25/04 I contacted Global Assurance (I had also bought Expensive Platinum Support) because computer failed to come out of hibernation. Diagnosed needed new video card.

After calling numerous times I finally took my computer into Honolulu store on July 13th with promise of return following week. It is now August 6th and I am less close to getting my computer.

My computer was sent to CA. to get a new video card. rather than the video card being shipped here. The computer was returned with no processor. Next they tried to find a replacement processor for a NEW Computer but failed. Then they said they were going to get me something from Hewlett Packard that would let me pick out a new computer.

Today I hear something else. No longer trying to get chit for new computer. Again, I talked to store manager who didn't really know anything about computer problem so gave me phone # to call. Phone number has an answering machine.

I do not know what to do! The $300 I paid for Quality Support was a waste of money. I just want my money back on a bad computer.

Kailua, Hawaii
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#1 Consumer Suggestion

Resolution from both HP/COMPAQ and CompUSA

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


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. 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.
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