Two years ago I purchased a computer, monitor and extended service plan from COMPUSA. Two months ago the monitor died. It was manufactured by COMPUSA. I called them and have been trying to get them to honor either the service plan that I purchased or the three year manufacturers warranty on the monitor. I have been completely unsatisfied. After fighting for two months to get something accomplished I wrote a formal complaint letter to the corporate offices and copied it to them on e-mail. The response I got was to call the extended warranty company, which is what I have been doing for the past two months.
Below is the body of the original complaint letter sent to CompUSA. I have been unable to reach the store and get any further information. I was on hold yesterday (12/8) for over an hour, and today cannot even get anyone to answer the phones.
In July of 1997 I purchased a HP computer and CompUSA monitor. I also purchased an extended service plan to cover both items. Two months ago my monitor broke down. I have been trying to get it replaced since then and am extremely discouraged and feel that you should make amends.
My initial call was placed to the National Service Center at 1-800-847-3903, on October 23, 1999. I spoke with Mr. J. Adams who took down all of the pertinent information and explained to me that the monitor I had was under a manufacturers 3 year warranty, a box would be sent to my home, and then the monitor would be sent back to the manufacturer for repair or replacement. A week and a half later I still had not received the box. On the 4th of November I called the National Service Center again and the woman told me that she would look into it and call me back. She never did. On the 6th of November, I called again and was told the box had been sent out on Friday the 5th of November. By the 12th of November, I still had not received the box. I called again and spoke with Achmed. He was very helpful and told me that I could call the manufacturer directly at 1-800-440-7211 and that they would send a new monitor to me and then I would return mine to them. I did this. I called twice and both times received a message and left all of the required pertinent information. The message stated that all calls would be responded to within 48 hours. I never received a call. On the 16th of November, Bernice from CompUSA called and left me a message informing me of a new policy in which I could simply take my monitor to the store where I originally purchased it and they would exchange it for a new monitor. At this point, I was thrilled that this charade would finally be over.
On November 21st, I decided to go to the store and exchange it. I called the store to confirm with them and got an answering machine that said to leave a message and that my phone call would be returned within 90 minutes. Two hours later I had not received a call back so I drove the 40 minutes to the Garden City store where I was told by Rich at the Customer Service desk that he could do nothing unless I could tell with whom I had spoken. I explained to him that I had called the National Service Center, explained the entire history of the problem, I even asked him to call the Service Center and he refused. He was unwilling to do anything unless I knew who told me that I could exchange the monitor. At the time I didn't have the name, I have since gotten this information from the Service Center. I went home, furious, and called the Service Center again; I spoke with Yakim who confirmed that I was told on the 16th of November to take my monitor to the store to be replaced. He gave me two names of managers to speak with and gave me the number where all of my information was stored on the database. On the 22nd, I returned to the store where the Manager at the moment. Laura told me she knew nothing about it and that neither of the manager names that I had worked there. I explained everything to her; she had to consult the technicians. She came back and told me that it would take three weeks to have the monitor replace. At this point I was beside myself, I told her she was wrong and she sent me to speak with Jose, the technician. I told the entire story to Jose and he explained that he did see in the system that I could exchange my monitor but that he didn't have the proper authorization to so. He said it would take approximately one week. It is now the 2nd of December, more than a week and a half since I took it to the store. I have been on hold for over 30 minutes and cannot get through.
This event is inexcusable. I purchased a computer and monitor at the suggestion of your salesman and on his advice I purchased the extended service plan which was supposed to make sure this kind of thing did not happen. I have now spend many hours of valuable time, taken several days off of work, and experienced endless frustration just to get my monitor repaired. I spend extra money to purchase a service plan so that in the event anything went wrong, I would be able to get prompt service. After more than a month and a half, I am angry, disappointed in your company and expecting you to make amends. Not only should my monitor by replaced immediately, I feel that at the least the purchase price of the service plan should be refunded to me. Had I not had the service plan, I would have proceeded differently.
As a large company with a strong reputation, I expect a prompt reply to this concern. If I do not receive satisfactory service, I will be reporting you and this event to the Better Business Bureau and Consumer Reports as well as any other consumer complaint services that I can find.
I am sincerely hoping that this matter can be remedied quickly and easily.