RANT - serious CompUSA problem - what can I do?

[xyyz]

CompUSA really needs to learn how to conduct business.

They feel because they are big and have high powered attorneys they can screw the customer anyway the choose.

In late 1999 I bought a printer from the local CompUSA. They coaxed me into purchasing an extended waranty. They told me if there were any problems that they would fix them and I would pay nothing. More importantly, and this is the issue at hand, they told me that, in the event they couldn't fix the printer, they would issue full credit for the purchase price of the printer that could be used towards the purchase of a replacement printer.

This printer started acting odd about 2 months back. While I was having problems, I spoke to a tech as well as two store managers, and they reitterated the same line I was given when I first purchased the printer. I was told that they would repair it w/o cost to me and if they were unable to repair it, they'd give me store credit for the full purchase price of the printer.

Considering, how much I HATE sending stuff back to the retailer, because almost all of the "techs" have no idea what the hell they are doing, I really did my best to resolve the printer problem. However, I was unable to resolve the problem. The printer was connected to a network using a print server and all my machines had problems with the printer. The problem wasn't the print server, because when I connected it to another printer, the other printer worked fine. I then tested the printer by directly connecting it to another machine using an LPT cable, which resulted in the same problems.

I've heard horror stories of CompUSA so I was super relucatant to send the printer in for repairs, but the problem was beyond me and beyond the manfacturer's tech support. So I lugged the printer in to see if they could sort it out.

I was told a 'tech' would contact me three days. On the fourth day, I had heard from noone, so I contacted them. I was told they hadn't even looked at the printer. I expected something like this so I wasn't really annoyed. Again, noone called for two days. I called back and spoke to a 'tech in training.' The tech in training ran the printer a few times, and it worked twice and then it went back to it's problem of printing partial printouts. The environment they used to troubleshoot was totally dissimilar to the environment in which I was using the printer. I tried to tell them , to troubleshoot the problem successfully, they needed to replicate the environment as closely as possible. The idiot 'tech' argued with me that directly connecting to a printer through an LPT on winme was the same as connecting to the printer through a print server using win2k.

The 'tech' stated there was nothing wrong with the printer and told us to take it home. Well the problem wasn't resolved so the printer kept printing partial printouts. We took it back... after the same song and dance they told us there was nothing wrong with it, and told us to take it home. By this time myself and the primary printer user, my mom, were getting seriously pissed off.

We took it back, and we called to complain. The store manager started yelling at my mom, who promptly put the store manager's ass back in place. We tried to get in contact with the service manager, who seems to have vanished for a MONTH now.

Anyways, we took the printer back and forced them to look at it again. I guess they replicated the environment or something, because they stated there was definately a problem with the printer, and that they'd try to fix it.

After about four days, they told us that they didn't know where to get the parts, and they would give us credit towards the purchase of a new printer.

Well, what happened? They wanted to give us a measly $150 for something we paid $350 for!!!! I mean what the hell is this nonesense? We were told numerous times that they'd give us the full purchase price towards the purchase of a new printer and now they are giving us less than HALF the amount.

After arguing and arguing they upped the credit to $200.

First of all, the fact they are not following with what they said they'd do sucks. Second, there is no way that $200 even barely covers a printer that has the ablities of the printer we bought.

As usual, the managers of the store seem to have vanished. Leaving us to deal with there extremely rude 'techs' who feel that yelling louder than the customer and they challenging the customer to escalate the matter to corporate will further their careers.

Right now, we've been juggled between 'techs'. The managers are not there when we try to get a hold of them.

So I really dunno what to do here. I paid $50 for the extended waranty and they aren't even living up the the terms they stated the waranty covers.

Does anyone know how I can resolve this problem so that I can get my $350 in credit so that I can buy something else even if I have to put more money to do so?

 

[Semper Fi]

Look up their 800 number on their website and try emailing customer support with detailed information, store location, names, invoice numbers of original inv and warranty etc. Just state the facts about the service you've received and the problems with the printer and how you feel it should be resolved. Hopefully you'll get some feedback this way seeing as how the store managers seem to be hiding.

Good Luck.

 

[wyvrn]

If I were you, I would write a letter to the district manager. That has always worked for me in situations like this. Sometimes store managers have big egos and don't want to back down, even if its right.

 

[RSMemphis]

They suck. I never buy their extended warranty for a reason.

Okay, here's my suggestion

1. Read through the extended warranty agreement (that does exist right?)
2. Check to see if there really is a full refund.
3. If so, next time you go there, threaten to bring a lawyer with you if it does not get resolved.
4. Then, it becomes a matter of your preference. If still not resolved, take the money or really come back with a lawyer to teach them a lesson.

They assume (and mostly correctly) that people won't sue over $150 because it is not worth the money.
You could also contact BBB (better business bureau), but they are lame in my PoV. I tried to complain about Sprint (they double charged me - and a telephone rep even acknowledged that), but there already were complaints and nobody checks anyway.

Good luck!

 

[xyyz]

okay quick update....

another tech has started dealing with this case...

fortunately, the guy seems pretty cool. he said if he were me he'd be doing the exact same thing.

I was told he forwarded the request to swap the printer for another one that is comparable... and now it's up to corporate to see what happens.

The guy seemed genuine... but could this be a ploy to sorta appease me? If the corporate office declines, then they can come back and say "well go ahead and call corporate, but they are the ones that refused the request." Kinda, like screwing me with corporate before I can file a complaint?

if the request is denied... well is that my last straw... can anything else be done?

I mean that lawyer thing scares me... once I was accused to commiting fraud something completely baseless... this because the assitant manager got pissed when i asked him something.

we threatened to sue them... but they said "bring it on... our lawyers can beat the hell outta anyone you can throw at us."

CompUSA has the same attitude with this one. I mean I can't believe that their people yell and insult their customers.

 

[RossMAN]

PM me which CompUSA you purchased your printer & extended warranty at and I'll get you the head honcho's name and phone number (I have a contact @ CompUSA HQ).

 

[wyvrn]

Well last time I dealt with "corporate" was at Minyards Foodstores. Their gas pump outside didn't cut off when I let the trigger go, and I was soaked in gasoline. Needless to say I wasn't happy, at all. And when I went into the store to complain I did a great job of running off some customers due to the smell But they acknowledged their fault and paid my cleaning bills. Seriously you should give them a chance to rectify the situation. Threatening with lawyers at this point is only goint to put them on the defensive.

 

[djheater]

A little OT but I support 1700 retail stores using Oki10ex printer's and a lot of the printers have the problem your describing. It's due to bad memory on the printer board according to our techs....

Just thought I'd chime in... might be useful to someone.

 

[Vic]

Hope this doesn't sound callous, but once again we see proof positive as to why I never buy retailers' extended warranties.

That out of the way, good luck giving 'em hell.

 

[Ornery]

"...he forwarded the request to swap the printer for another one that is comparable..."

A 'comparable' one to yours will be in the sub $200.00 range at this point. They have to stick to the letter of that contract, but I'm certainly not sure what it says. There may be fine print in there that you glossed over. How about scanning it and posting the image, so we can have a gander?

Edit: What kind of printer is it? Do they still sell that model? Why not swap it for the exact same model?

 

[telstar1]

Just read your contract. That will tell you what your rights are.
If they aren't adhering to the agreement, contact CompUSA corporate by phone (NOT EMAIL) and speak with them until they offer you what you're due per the signed extended service contract.

Regarding them replicating your environment ... it's a nice thought, but honestly you really can't expect that from them.

Telstar

 

[xyyz]

<< "...he forwarded the request to swap the printer for another one that is comparable..."

A 'comparable' one to yours will be in the sub $200.00 range at this point. They have to stick to the letter of that contract, but I'm certainly not sure what it says. There may be fine print in there that you glossed over. How about scanning it and posting the image, so we can have a gander?

Edit: What kind of printer is it? Do they still sell that model? Why not swap it for the exact same model? >>




This isn't true. The printer they are giving me is in noway comparable to the one I have. I need a networkable printer that has other expandablity options and is pretty speedy. That is why I chose it in the first place. They are offered something that had nothing near the capablities of the printer I bought.

RossMan... i'll PM you the location... thanks for helping me with the info.

 

[Pulp]

Well i happily quit my job as a compusa technician a couple months ago, and your situation doesn't surprise me. What is written on the contract and what is told in the store is often times not the same. Many managers in stores will go far above what is said in the contracts, because extended warranties and cables are the only two areas compusa makes any money. While they are genuine in what they are saying, the problem is that retail management has very high turnover. In my 2 year tour of duty i have 5 different general managers in the store, 3 different tech managers when i was in the shop, and 4 different retail managers when i was on the floor. The GM that comes next may not have such a liberal policy on returns, warranty coverage, etc...
As far as him telling you he is clearing it with corporate, well that is legit. Everything has to go through corporate wether it is an obvious warranty coverage or even someone PAYING for a part. Response time honestly can be 2 hours or 4 days. If the corporate person assigned to approving parts for your region goes on vacation, god help you.
That's not to say their tech shops have good design, there are big flaws with CompUSA tech shops. For one, when Regional is looking to judge performance they primarily look at how many orders are in new status, how long those orders are in new, how many parts are ordered for orders, and when the last notes on an order were made. Some problems here...As a tech manager your one goal in life is to keep things out of new status. That means shoveling new orders into any nook and cranny u can find. As u can imagine things get lost, customers are overlooked, and bad customer service results. Notes on an order are also misleading, i could just go in and put in "attempted to call customer" on all of them and no one would be the wiser. The Tech shops at CompUSA have seriously got to step up getting feedback from the customers, as that is better then any report. He made a comment on the tech escalating the fight and must not wanting to advance. Well sadly, customer service and ability have nothing to do with promotions, and ppl who try to do the right things and "cause problems" are generally frowned upon.
Honestly i still shop there, my roommate still works there, and in certain situations i will still buy the warranties. I've ordered alot of $600 motherboards for machines that ppl PAID $600 for, and they didn't pay a dime for it because they spent $85 on a warranty. Just depends on the situation

 

[xyyz]

<< Well i happily quit my job as a compusa technician a couple months ago, and your situation doesn't surprise me. What is written on the contract and what is told in the store is often times not the same. Many managers in stores will go far above what is said in the contracts, because extended warranties and cables are the only two areas compusa makes any money. While they are genuine in what they are saying, the problem is that retail management has very high turnover. In my 2 year tour of duty i have 5 different general managers in the store, 3 different tech managers when i was in the shop, and 4 different retail managers when i was on the floor. The GM that comes next may not have such a liberal policy on returns, warranty coverage, etc...
As far as him telling you he is clearing it with corporate, well that is legit. Everything has to go through corporate wether it is an obvious warranty coverage or even someone PAYING for a part. Response time honestly can be 2 hours or 4 days. If the corporate person assigned to approving parts for your region goes on vacation, god help you.
That's not to say their tech shops have good design, there are big flaws with CompUSA tech shops. For one, when Regional is looking to judge performance they primarily look at how many orders are in new status, how long those orders are in new, how many parts are ordered for orders, and when the last notes on an order were made. Some problems here...As a tech manager your one goal in life is to keep things out of new status. That means shoveling new orders into any nook and cranny u can find. As u can imagine things get lost, customers are overlooked, and bad customer service results. Notes on an order are also misleading, i could just go in and put in "attempted to call customer" on all of them and no one would be the wiser. The Tech shops at CompUSA have seriously got to step up getting feedback from the customers, as that is better then any report. He made a comment on the tech escalating the fight and must not wanting to advance. Well sadly, customer service and ability have nothing to do with promotions, and ppl who try to do the right things and "cause problems" are generally frowned upon.
Honestly i still shop there, my roommate still works there, and in certain situations i will still buy the warranties. I've ordered alot of $600 motherboards for machines that ppl PAID $600 for, and they didn't pay a dime for it because they spent $85 on a warranty. Just depends on the situation >>



Pulp,

What is it you think would be my best course of action? Is speaking to the corporate office actually going to do anything? Either way I'll file a complaint with corporate if the problem isn't resolved properly.

Why is CompUSA so bad in dealing with customers? I mean even the people at Fry's have dramatically improved on top of that they at least they give you 30-days to return products and they don't charge that silly 15% restocking fee.

What brilliant person sitting on CompUSA's board decided that the best way to attract customers is treat them like s-?

I was coaxed into buying a replacement waranty for my digital video camera... do you mean to tell me that if the event the camera stops working... they're going to give me this song and dance all over again?

 

[Pulp]

Well man the stores vary by management. I can tell you the one thing we FEARED at our store was someone going to regional with a problem. The problems didn't really mean much until then, at that point it became a big issue and had to be solved. Or if your city hosts a F1 race, tell the manager that you rent out the boxes for "slim's" party when the race comes to town, and will say something to him about it...That will likely make the manager deficate lol.

About the customer service issue, honestly man from what i saw with my retail experience it doesn't matter. People preach alot about wanting good customer service but i just never saw it mean better sales. If we were 5 bucks less than BB, they bought it from us..If BB were 5 bucks less they bought it from them. So the thinking goes to "how can we be cheaper" instead of "how can we better serve the customer. These retail managers aren't smart, they just react to what the customers want. You see a hot deals forum on Anandtech, you don't see a "good service" forum =P

 

[DevilsAdvocate]

Sue the bastards. j/k

 

[Jerboy]

The only things I buy at CompUSA are speciality CD-RW/R's that is not avaialable elsewhere. CrapUSA is best avoided. Their product is ok, but assume they're as-is unless you want to go through huge amount of hassle.

 

[Hossenfeffer]

Climb the chain of command until you get what you want. You were told things that led to you purchasing the extended warranty and you expect them to hold up their end of the bargain.

 

[xyyz]

update... and a late one at that...

the problem has been resolved... in part to escalating this up to corporate and in part to actually dealing with a tech who knew what he was doing.

the tech nullified the previous recommendation for a useless printer that had noone of the features that the other printer did. the guy was also pretty cool 'cause he said that if he were in our sittuation he'd have done the exact same thing we did.

he instead asked that the item be replaced with an HP1200se... and the call to corporate expidted the process... so now I got a pretty decent printer...

much gratitude to all those who've helped me out here.

 

[Sundog]

Glad to hear it worked out for you!

 

[Hossenfeffer]

Goodonya

 

[rufruf44]

<< About the customer service issue, honestly man from what i saw with my retail experience it doesn't matter. People preach alot about wanting good customer service but i just never saw it mean better sales. If we were 5 bucks less than BB, they bought it from us..If BB were 5 bucks less they bought it from them. So the thinking goes to "how can we be cheaper" instead of "how can we better serve the customer. These retail managers aren't smart, they just react to what the customers want. You see a hot deals forum on Anandtech, you don't see a "good service" forum =P >>




So true, good customer service doesn't come in free, you still have to pay for it. Its kind of irony that some people try to get the cheapest thing possible with lots of tactics, pm manuevering and downright scam in some instances, yet they overlook customer service. But come problem, they start bitching when not treated like king.

Glad to hear xyyz got at least a good help though. Good job on not losing your composure and getting the job done

 

[DAWeinG]

Glad it worked out for you