Complaint Review: CompUSA - TAP On-Site Parts & Labor (Technology Assurance Programs)

CompUSA Fraudulent Warranty Scam - TAP On-Site Parts & Labor Repair Fraud and Company

In March 2007 I purchased a new PC desktop computer with the 3 year extended warranty. On December 2, 2007 the computer failed to boot up. I phoned CompUSA and they said bring it on in for repair.

December 6, 2007 - Dropped off PC for repair (They said it would take 3 - 5 business days before they would get back to me)

December 11, 2007 - I phoned to check on the progress (I was informed that they had ordered a new motherboard and that they had backed up my hard drive on CD's that they would give me a call when it was repaired and ready to pick up.

December 12, 2007 - I get a phone call from the CompUSA Technical Dept. saying to please call them about my computer; they leave no return phone number. (I look up the number and call them back. Sameer explains to me that they need to still order the new motherboard for my computer, but since CompUSA is now going out of business, they are not able to order the part from the manufacturer and I need to come pick up my PC and call an "800 number" to the new service dept honouring the CompUSA warranties - and no one has backed up my hard drive on CD's.)

December 14, 2007 - I go pick up my computer from CompUSA. I go home and phone the 800 number to the TAP On-site Parts & service center, they can not find my warranty in their database and tell me to phone back the following week to see if I show up due to the rush of calls etc. because they are updating their files.

December 17, 2007 - I phone TAP Onsite and wait a hold time of 38 minutes then speak with Lashanda who disconnects me. I phone again, (20 minute hold time) I explain my story and speak with John who takes all of my information, finds me in the database, confirms I have a warranty and I give him the serial number and he walks me through step by step over the phone to determine my desktop PC computer problem. He says I need a new motherboard and that they will order me one and send it to my home. When it arrives, please call back and they will send a repair technician to my home to repair my computer, it should take around 10 business days. Ticket number 507635.

January 2, 2008 - I receive a box at my home. Assuming it is my motherboard, I call the service center to schedule an appointment for them to send the repair man, before I even open the box. We schedule him to come to my home January 4, 2007 between 5pm - 8pm.

January 3, 2007 - I am curious to see what the new motherboard looks like so I open the box, and it is an empty box with a note of instructions to send my "Laptop computer to the following address". I phone the TAP service to let them know that they have made a mistake and that the repair guy who is scheduled to come to my home the next day is not going to have the part he needs to fix my computer - I am placed on hold for 15minutes, and then I explain my story again to Raymond who informs me that he has cancelled the technician appointment and that the good news is that my motherboard is still on order and should be arriving within a day or two.

January 4, 2008, 7:35pm - Erik the computer technician phones me lost somewhere near my home from his cell phone telling me that he is running behind and not feeling well and that we will need to reschedule my appointment for another time.

January 7, 2008 - I call the TAP On-site center (hold time 41 minutes) to check the status of my motherboard. I explain my story again this time with Mike, he says that it must still be on order and that if I want to speak with a manager, that I should call the corporate office and report a complaint. He transfers me, I get put on hold immediately, hold time 10 minutes, and then I am disconnected.

January 9, 2008 - I call the TAP On-site corporate (hold time 41 minutes) to check the status of my motherboard. I explain my story again and am put on hold and then disconnected again.

January 11, 2008 - I call the TAP On-site corporate (hold time 20 minutes) to check the status of my motherboard. I explain my story again this time with Claudia, she sees that I have phoned in from the notes on my account and puts me on hold to talk with the service/dispatch dept. to see if she can get the status. She informs me that no one has done anything. Not only can they not order the part, but that company that manufactured the motherboards for my computer is out of business. That they will need to send me a box for me to send my desktop computer to one of their special repair shops. Ticket # 1657820554.

January 12, 2008 - I receive an email stating that I have an appointment to have a repair technician scheduled to arrive at my home. Ticket # 509691. I phone the number listed in the email and I explain my story again this time with Lashanda. She places me on hold for 10 minutes. I get disconnected.

January 14, 2008 - I call the TAP On-site corporate (hold time 20 minutes) to check and find out if anything is happening, if this TAP On-site is actually a real business and not just some scam CompUSA front jacking people around so they will give up and stop calling. I explain my story again they inform me that they can not do anything but take my information and escalate my ticket number and have Charles the corporate lead technician give me a call at my daytime number. Ticket # 1657820554.

January 15, 2008 - I call the TAP On-site corporate (hold time 17 minutes) to check and find out if anything is happening and I explain my story again and ask why hasn't anyone phoned me yet. I am informed that they are two weeks behind and that as soon as they can get to me, they will. Ticket # 1657820554.

January 16, 2007 - I call the TAP On-site corporate (no hold time I get right through) to check and find out what the hell is going on. I explain my story again and I am put on hold so they can check with the service/dispatch center to find out the status. They tell me that my motherboard was found and that it is now on order and will be sent to me within 10 business days. Ticket # 1657820554.

January 23, 2008 - I call the TAP On-site corporate (hold time 25 minutes) to check the status of my motherboard. I explain my story again and I am informed that they have no record of a motherboard being ordered for me and that they will escalate my ticket and that a manager will phone me as soon as possible. Ticket # 1657820554.

January 28, 2008 - I call the TAP On-site corporate (hold time 38 minutes) to check the status of my nightmare. I explain my story again I am put on hold and then suddenly I am hearing new hold musak and I am in the dispatch/service center, I explain my story again and then am put on hold for 10 minutes. I am then told that I will need to report my complaint to the CompUSA corporate office. I hang up.

January 29, 2008 - I call the TAP On-site corporate (hold time 15 minutes) to check the status of my nightmare. I explain my story again they laugh and laugh. They tell me that this happens all the time and that they are not surprised. All that they can do is file a complaint and escalate my ticket to a manager who will phone me. My ticket number is the same.

January 31, 2008 - I receive an email stating that I have an appointment to have a repair technician scheduled to arrive at my home on February 1, 2008 between 5pm - 8pm. Ticket # 509691.

February 1, 2008 - I call the TAP On-site dispatch/service department to find out why they are having the repair man come to my house when I don't have the part, can't seem to get anyone to order the part and then get a manger to let me know what the hell is going on at all. I explain my story again they transfer me to the corporate office, I am put on hold and then disconnected. I go home hoping the technician guy will show up so I can have him tell me the part number to my motherboard so I can try and order it myself, no one shows or calls.

February 4, 2008 - I call the TAP On-site corporate (hold time 35 minutes) to check the status of my nightmare. I explain my story again this time to Claudia again and she tells me that all she can do is make a new ticket number for me # 1657820554 and that she will escalate it.

February 5, 2008 - I call the TAP On-site corporate (hold time 12 minutes) to check the status of my nightmare. I explain my story again they see my history and laugh in my ear. They say that all they can do to help me is log that I have called again. I phone the service center just to see if they have any information (hold time 20 minutes) and they tell me that I will need to schedule to have a repair man come out to my home and take a look at my computer to find out what is wrong with it and if I have a complaint that I should phone the corporate office.

Ttaylor
Oakland, California
U.S.A.

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