Complaint Review: compaq - Houston Texas

On Tuesday 01-07-03, I was having a problem with my

external modem. So I called Southwestern Bell who is

my DSL provider and told them what the error message

was, which was an error in my ?PPoE? so the guy

?Shawn? took me through a few steps to fix the problem with no luck. He had stated that it was a problem with the software and that I would have to call ?Compaq AKA HP? to get the problem fixed.

So I called to Compaq, and spoke with a young man named ?William? I explained to him the problem and he said that he know how to fix it, but I would have to get a service plan for 59.00 because my warranty was up. So I told him that I would think about it and call him back, so after about 15 min. or so I called back to buy the services. (@ 59.00 plus tax) at this time I got a different person (name I don?t remember), but I told who I was and everything else he asked for.

At that time he placed me on hold and then transferred me to customer service were a young lady got all of my credit card information.

Then after that he was back on the phone. He asked me what the problem was again and I told him that the error read ?error in PPPoE? when trying to connect to the Internet. He then asked me what type of modem I had and was it external or internal, it was a data stream 5360 by Southwestern Bell external, So he asked me again was it external or internal, So at this point I asked him could he hear me ok? He said yes, then I said again that it was external. Then he shocked me by saying ok then the modem is internal, right?

I then asked him to define external and internal. He paused for a min. I then told him the definition. Then

at that point I asked to be transferred to the guy who I had first been talking to (William, he?s the one that said that he knew what the problem was and can fix it) but he said that he didn?t know who he was or that he couldn?t transfer me to him.

Then he said that he didn?t

have a William there. So I asked to be transferred to someone else I didn?t care who just somebody that could help me fix my problem and he said that he couldn?t do that so I asked for a supervisor, He stated to me

that there isn?t a supervisor here and one will be in about 20 min. this guy made me so mad that I hung up the phone.

To make a long story short I fixed the problem my self. So I called the next day which was Wednesday 01-08-03, I wanted to let the customer services dept. know how upset I was that technician couldn?t and didn?t fix the problem and that he just flat out understand what he was doing. And I felt that I should have to pay for this type of service. The customer service rep. said that they couldn?t refund my money because it was the best ability of the technician, I told them what he did and they said sorry, we can?t refund your money.

Well I tell you what I will be more then happy to let everyone that I know what type of service your company doesn?t offer and how you can get someone to pay for something that you can?t deliver on. I'll be more

then happy to post this note in the break rooms at work. I will be more then happy to post this on my web site, (which to this date has over 32,591 viewers from just a month ago and over 500,000 on my other sites)

so that everyone can see.

What and how you treat your customers and what type of technician you have working for you. I will post this at every web site that I can and I?ll be then happy to let, as many people know.

I think that it would be well worth the 64.00. What do you think?

Web designer

Terrance L.W

Houston, Texas
U.S.A.