Complaint Review: Comp USA - Dallas, TX/ Aurora CO Nationwide

Back in 2000 I bought a VAIO laptop computer from Comp USA and the extended warranty for protection purposes. Approximately 1 year later the LAN function of the computer stopped working, I turned the computer in for repair and three weeks later the warranty company called me and stated that it would require $90.00 to repair the computer. I responded that the machine was under warranty and that the salesman had stated that the warranty covered everything inside the case of the computer. The response was that this 'TYPE of problem is considered customer abuse' and that anything classified as customer abuse is not covered. After long arguing with this person as well as a representative of Comp USA's corporate headquarters I decided that it was not worth my time or effort to continue arguing about the circumstances of the damage. I had the repair man send my machine back and I was able to buy a card that did the same job as the LAN plug for about 30 dollars. When my laptop had been returned and I was picking it up I mentioned my situation and the circumstances and the conversations that had transpired to the store manager and he mentioned that he wished that I had come to him and he would have seen if that repair could have been done on site. I appreciated his words and trusted that what I had encountered was an isolated incident and not a bad business practice; I also gave this gentleman the benefit of the doubt and trusted that Comp USA was a responsible company when it came to customer service. I used that laptop for another couple of years and it failed irreparably just after the warranty expired.

I have given the details of that experience to give 'history' to this next experience which is the foundation of my claim.

Last November I purchased an ACER Aspire 9300 series laptop from Comp USA and it has worked well. When I bought the machine I specifically asked if the warranty covered the power source and any plugs or peripheral parts of the computer remembering my experience at that time. He responded that the warranty covered everything and used the example that if it was dropped by accident or the plug was pulled and damaged by accident that it would cover such situations; he stated at the end of that conversation that the only thing that's not covered is 'if you're abusive' to the machine. I took him at his word and believed that there were any hidden agendas or language that would keep me from being covered in the event that there was accidental damage. I purchased the laptop and the extended warranty. Recently I noticed that sometimes the battery was not charging when the power cord was plugged in. After examining the cord I noticed that there was a hole in the insulation and the outer grounding wire was coming apart from the transformer of the charger. I also noticed that all the wires had become detached uniformly which suggests a flaw or weakness in the way the wires are attached. I contacted Comp USA and asked how long such a warranty repair would take and I was informed that the warranty does not cover such problems because they have been classified as 'customer abuse', in other words Comp USA had no regard as to how the damage took place but had already classified that type of damage as 'customer abuse' before I bought the computer or warranty and that they never had any intention of covering any of that type of damage. This statement as well as the ones made in the previous incident is a clear example of a company policy designed to dishonor warranties. I stated that I was unaware that anyone had tripped on the wire and that it was possible but that I assured them that there was no 'abuse' of the machine or it's peripherals in any way. I was told then by the store manager, a gentleman by the name of Ryan (no last name given), that that TYPE of damage was considered customer abuse; another clear indication that Comp USA initially had no intention of honoring a warranty that it claims to cover all parts of the computer. I have to note that Ryan was a true gentleman on the phone who calmly stated his companies policies, was polite, and responded well to all my inquiries and concerns; he is to be commended for that. Ryan then stated that I could come in and receive a refund on the warranty, this statement concerned me deeply because if Ryan was willing to refund more than $250.00 of my warranty why wouldn't he or the company honor the warranty; I believe it suggests a question of responsibility in honoring the warranty. Also, I wanted the warranty and I needed the warranty and why would I spent more than $250.00 (more than a quarter of the purchase price) just to have it refunded less than a year after I've purchased the computer? Ryan then referred me to Mr. Ken Olguin the stores' general manager and mentioned that I could speak to him when he returned and that we could, 'work something out'. If speaking to the store manager to 'work something out' (suggesting that they will give me a discount price on a new power source) means that I give up my right to use the warranty I will not accept that. It is my contention that Comp USA is selling a warranty that they have arbitrarily applied a set of exceptions to that are not stated when the warranty is purchased; those exceptions being whatever damage that is 'classified as 'customer abuse'. I believe that such activity is deliberate, immoral, and borders on if not crossing over to illegal and I wish Comp USA to honor the warranty that I purchased in good faith. Can something like this be considered warranty fraud? I also ask that in the future Comp USA also honor that warranty which I purchased knowing that accidental damage occasionally occurs to equipment.

On 26 June I spoke with Mr. Olguin and he insists that his salesmen go through complete training on the issue of the warranty, unfortunately my experience has now been that Comp USA has twice represented their warranty as covering accidental damage. Isn't a salesman a representative of the corporation and their verbal representation of a warranty considered a verbal portion of the contract? Mr. Olguin basically stated the same thing as Ryan. I find it curious that twice Ive been told one thing by a salesman and twice Comp USA has failed to live up to those statements.

Having made this request you now see that my previous experience with Comp USA and their failure to honor their warranties I believe gives credit to my current experience.

Comp USA needs to step up to the plate and realize that their customer service is quite bad and their warranty representation is borderline criminal.

Rick

Denver, Colorado

U.S.A.

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