Massive Monitor Mess

To: CyberPagan@OutoftheDark.com
Date: Mon, 31 Jan 2000 10:27:07 -0600
Subject: Another Comp USA nightmare story
From: "Mona J. Childs" <rachilds@juno.com>
 

I find this web site very interesting because I also have had a run around with Comp USA.  This is my story:
On May 30, 1999 we bought a new computer system (Pentium III) with monitor, and scanner from Comp USA. We paid cash. An extended warranty was also purchased.  Well, in the beginning of December we were experiencing problems with our monitor (Sony). It was fading in and out a blueish color.  I called the 1-800 number for Sony. They had me do a test and determined the monitor was working properly. So I proceeded to call Comp USA about this problem. The first number called told us to call another number (after holding for about 1/2 hour), the second number told us to call a third number (after again holding for 1/2 hour), the third number was answered after again holding for about 1/2 hour. The gentlemen we were talking to was not an employee of Comp USA, his company was just contracted with Comp USA to take these service calls.  He is located in Dallas, TX and we were in St. Louis, MO. 

How did I find this out? When he figured it was probably the sound card he said he would call the service tech at the store we bought the computer from and have them call us to set up an appointment with us to come out to our house and replace our sound card.  I asked if I could just call and set up an appointment and he said no that that was his job and told us the story about being contracted with Comp USA. I called the store we purchased the computer (Comp USA) and asked for the headquarter's phone number and address. I was put on hold for about 15 minutes and some man got on the phone and said he didn't know it.  I said isn't there anyone in that store that knows it. Once again I was put on hold for about 15 minutes and he comes back and says no one here knows it you'll have to call 1-800-CompUSA to get it. So I did call and Comp USA and explained the story. They said that they wouldn't get us a new one because the one we have is, get this one, "too old". I said we just bought it 7 months ago.  He said he new and it was too old.  I asked how long is it when it's not too old. He said within 14 days. So, finally two days later a service tech called and asked if he could come out the next evening to repair the problem.  I was like sure come on out.  He came out on 12/12/99 and after doing tests he realized it was not the sound card but indeed it was the monitor. He said he was going to take it back to the store and either get us a new one or get this one fixed.  I said OK and when he returned he had a "Demo" replacement for us to use while they had ours. I asked why we were not getting a new one and his response was we don't have any more like yours, none of them are the same color (?).  I asked how long would it take. His response was 1 - 2 weeks. 

I called him 2 weeks and 1 day later and asked what the status was on the monitor. He said he has done nothing with it yet. I asked why. He said because "I haven't had time". I'm like OK. I asked what the next step was and he said he would call Sony as soon as we hung up and get the numbers to use to be able to ship the monitor back to Sony.  He said he would call me back later that day and let me know the status.  Never heard from him. I called the next day and he said that Sony gave him the authorization to take it to the repair shop that is located in our city.  He told me he was off the next day but he would take it in anyway just to get this problem taken care of .  I was like fine.  I called him a few days later to ask what the status was and he said that Sony had it.  I asked how long would it take and he said it would take 1 month.  Needless to say I blew up.  I asked for his bosses name and phone number which he gave me.  I tried calling the boss and got his voice mail. So I left him a message. He called me back and left a message on my answering machine. 

The message was something like [service tech] was nice enough to take the monitor to Sony for you and we were nice enough to loan you a demo while yours is being fixed and we have no control over the amount of time it takes.  He proceeded to tell me to call Sony myself and see what was happening. He also said he didn't know the phone number and look it up in the phone book.  Two weeks went by and I did indeed call Sony.  I asked if the monitor was ready and they said yes.  I asked how long it was ready and they said it was ready last week but no one has come to pick it up. I proceeded to call the service tech and play dumb and ask what the status was on the monitor.  He said it was ready. He also said Sony couldn't find anything wrong with it. I asked him if he saw the problem when he was looking at it at my house and he said yes he did.  He said he wanted me to call Sony and harass them.  He gave me some phone number that was not a working number.  I called him back and told him the phone number was no good and he said he didn't know why it wasn't working except maybe it was after working hours (?). 

He told me he would pick up the monitor the next day and take it back to the store and hook it up and have other people look at it.  I said fine.  I called the next day and guess what - [service tech] was off and would be off for a couple of days and my monitor is still at Sony and wouldn't be picked up until [service tech] picks it up.  I've had it now.  I called the headquarters of Comp USA and asked them for the name and phone number of the regional manager for the St. Louis area.  They gave it to me.  I called him and instantly got him on the phone, which by the way was a long distance phone call which they didn't even ask to reimburse me in someway for it). I told him what all I've been through. He was very nice and told me he was going to call the district manager and have the district manager call me back.  Surprise, Surprise the district manager did call me within about 10 minutes.  He said "I just got a call from my boss".  He (the district manager) wanted to know the story . I told him the story along with the fact that [service tech] told me he was going to pick it up and he's not even in the office for two more days and he put the service tech supervisor (the one who told me how nice they were to lend me a demo while ours was getting fixed) on the phone. 

Now I have the district manager, service tech supervisor and myself on speaker phone.  You now couldn't here nicer people.  The service tech supervisor was so helpful.  He was going to send someone out immediately to get my monitor and bring it back to their store to look at and what would be a good time today for them to either return my monitor or bring out a new one. I told him and sure enough they were right on time with the old monitor. It was a different service tech this time.  He hooked it up and watched it for a little while. It seemed to be working OK.  He left saying if you have any more problems to be sure and call the store again. 

I said don't worry, I will. So I went through 6 weeks of absolute stress for a monitor that according to Comp USA doesn't have a thing wrong with it.  It has been working since 1/18/00 now and let's see how long it does work. The moral of the story is DON'T BUY FROM COMP USA. I'm telling everyone that is interested in buying a computer to stay clear of Comp USA. It's unbelievable.