From: TunedCGC@aol.com
Date: Sat, 8 May 1999 20:45:57 EDT
Subject: CompUSA problems
To: CyberPagan@outofthedark.com
 

When I went in to see about buying a new computer, I made it clear that I needed a fax in the computer.  I was sold a computer for $2,333.83, and this computer was to have a fax.  Included in this price was a three service contract for $169.96.

The fax does not work.  I spent time driving over to the CompUSA store, and then waiting there, so many times that I lost count.  I spent dozens of hours trying to get them to make the fax work.  They could not help me.  I was on the telephone being transfered from phone number to phone number.  I sent E-mail.  Eventually, I got a CD-ROM by overnight delivery.  I got the fax software loaded (why hadn't it been loaded before shipment?)  But, I can not get the fax software to work.  It is now over 5 months, and the fax still does not work.

As for the service contract, I have yet to receive service contract paperwork.  All that I have is a copy of my invoice showing that I paid $169.96 for the service contract.  To add to this, I get in the mail an offer from CompUSA to sign me up for their 3 year service contract for $59.97.  I phoned CompUSA and sent them E-mail.  I was promised a refund of the 
difference between the $169.96 and the $59.97 but it never came.  I was wasting so much time trying to get them to fix this that I finally gave up.  I had spent so much time that it was no longer worth it.  I still have not received my service contract paperwork.

signed,
Earl Thompson

UPDATE!

From: TunedCGC@aol.com
Date: Wed, 12 May 1999 21:38:03 EDT
Subject: CompUSA update
To: CyberPagan@outofthedark.com

Good news!  I continued to work on my fax and on May 12, 1999, at 6:12 PM, I finally got my fax to work.  It only took me 5 months and 2 days.  Happy day!!!  I think that my fax would have been working 5 months ago if I had received the proper support from CompUSA.

I think I may also now have a solution for the $169.96 -- the $169.96 that I was charged for a 3-year extended warranty.  I remembered that I had forgotten to bring my check book when I bought the computer at the CompUSA store.  I had used a credit card for this purchase.  I never received my 
warranty and I have been unsuccessful in all of my efforts in trying to get my warranty -- yes, the warranty for which I was charged $169.96.  It appears CompUSA's records show that I was never signed up for the 3-year extended warranty.  By the way, I received a letter from CompUSA offering to sell me a 3 year extended warranty for $59.97.  I called CompUSA and I was told that the price difference was due to 90-days of software support that was included.  I was told about this 90-days of software support after the 90 days had run.  CompUSA had said that they would reverse the $169.96, charge 
me $59.97 and issue my 3-year extended warranty.  But they have not done so. 

I have now contacted my credit card company and I have requested that this $169.96 charge be reversed.  I don't know how this will turn out, but at the very least I should get my 3-year extended warranty.
signed, 
Earl Thompson

UPDATE

From: TunedCGC@aol.com
Date: Mon, 14 Jun 1999 16:49:32 EDT
Subject: Update #2
To: CyberPagan@outofthedark.com

     My credit card company agreed with me about the $169.96 charge for 
CompUSA's extended warranty.  They debited CompUSA $169.96 and issued me a 
credit for $169.96.  All is now fine.