Reply-To: <ezmo2000@sbcglobal.net>
From: "Ed Halvey" <ezmo2000@sbcglobal.net>
To: <hcompton@compusa.com>
Cc: <CyberPagan@OutoftheDark.com>
Subject: CompUSA's Return Policy on Defective Merchandise SUCKS! And Ripps Off Consumer
Date: Thu, 26 Jun 2003 15:37:21 -0700



Chairman
Carlos Slim Domit
CompUSA
 
COO/President
CompUSA Stores
Lawrence N. Mondry
 
CFO
Javier Laraza
 
 
Hal Compton, Chief Executive Officer
CompUSA
14951 North Dallas Parkway
Dallas, TX 75254

Dear Mr. Compton:

I am tired of being ripped off by big business.

On May 28, 2003, I purchased the SanDisk ImageMate 6-in-1 Reader/Writer, Model Number SDDR-86, from CompUSA in downtown San Francisco.  Store #254 located at 750 Market Street, The Phelan Building, San Francisco, CA  94102.  The purchase price was $29.99 plus sales tax for a total of $32.41.  The same purchase included a 128MB CompactFlash made by Memorex. 

Upon returning home, I connected the SanDisk ImageMate 6-in-1 Reader/Writer to my computer with Microsoft ME Operating System.  The unit was able to read my SanDisk CompactFlash as well as a SanDisk Secure Digital Card and my PNY 128MB CompactFlash.  However, when attempting to read the Memorex 128MB CompactFlash, it failed.  I researched this problem on the SanDisk website and called their corporate headquarters in Sunnyvale, California.  I spoke with a Supervisor named Kimberly in their Technical Support Department who advised me that SanDisk Corporation is aware of the problem of the SanDisk 6-in-1 Reader not being able to read/write to certain competitors CompactFlash cards and that she did not have a specific "fix date".  I advised Kimberly that I wanted to return the defective product and a full refund.  She advised me that SanDisk does not provide refunds and I should contact my place of purchase being CompUSA. 

On 6/4/2003, I went to the San Francisco CompUSA store and explained this entire nightmare to the Customer Service Department.  The representative said I would have to pay a 15% Open Box Charge.  I was utterly astonished that CompUSA wanted to penalize me 15% for an admittedly defective product which would not operate and provide the functionality it was designed to provide.  I asked to speak to a manager.  When I explained the situation to the CompUSA manager, he became extremely defiant and reiterated the CompUSA Store Policy on charging 15% open box charge.  He then told me I could exchange it for the same product.  It seems he doesn't understand English as I had explained that SanDisk admitted that this product line was defective.  He then told me I could exchange it for a Dazzle multi card reader.  When I brought the Dazzle multi card reader back to the customer service department, they advised me that I would have to pay an additional $10 and change.  I then explained that I purchased the SanDisk unit due to the lower price and I had no desire to spend $39 on this alternate product.  So I told them I wanted a full refund of the $29.99 plus tax for the defective SanDisk product.  They outright refused.  I then asked to speak to the 'store manager' on duty.  I had to explain the entire situation for the 4th or 5th time to him.  I explained that I have been shopping at the San Francisco CompUSA store for years and have spent thousands of dollars there.  This did not matter to the store manager at all.  He said he would not give me the Dazzle unit as a replacement for the defective SanDisk unit for the same price and that if I wanted a refund, I would be charged the 15% open box charge.

In this time of corporate greed, misgiving and corruption, I found this astonishing that CompUSA would be willing to lose a longtime, good customer who has purchased and would have continued to purchase products at their store, for a paltry sum of $4.50 (15% of the $29.99).  This makes absolutely no logical sense to me.  I question CompUSA's consumer service practices, honesty and integrity in the business world and CompUSA has proven to me that they have utterly no conscience or appreciation in regards to honest and loyal customers.

I have therefore taken it upon myself to notify each and every consumer advocate association I can find, the better business bureau and I will advise each and every person I am friends with, business associates, family and friends to NEVER  shop at any CompUSA store due to the blatant and overwhelming disrespect, lack of decency, ethics and dishonesty I experienced at CompUSA.

For $4.50, it seems that CompUSA will be losing thousands of dollars in revenue.  Great business sense CompUSA!


gamefix.com (owned by CompUSA)

CompUSA Business


IN SUMMARY, DO NOT SPEND YOUR MONEY AT COMPUSA

Sincerely,

Edward J. Halvey Jr.

P.S.  I found this post on a CompUSA Complaint Forum written by a CompUSA employee.  I guess this sums up CompUSA's Customer Service Policy.

"oh no! compusa has just lost another customer. on behalf of the company, I would like to say, "we do not care." we cannot please everyone so if you take your business elsewhere, big friggin deal. you are doing us a favor by eliminating your unwelcomed business because you sound a bit like a jerk. so thank you."

-- A.L.E.R.T.!.!.! (whiteguy@comp.com), June 03, 2003.


Carbon copies of this letter have been e-mail and US Mail sent to the following companies, organizations, websites, message boards, forums:

Dr. Eli Harari
Founder, President, & Chief Executive Officer
SanDisk Corporate Headquarters
140 Caspian Court
Sunnyvale, CA 94089

San Disk Investor Relations: IR@sandisk.com

Better Business Bureau:   Complaint #: 1109051

National Association of Consumer Advocates:  info@naca.net

Rep. Nancy Pelosi: ca08.pub@mail.house.gov

PlanetFeedback: your-voice@email.planetfeedback.com

Channel 7 On Your Side
ABC7/KGO-TV
900 Front Street
San Francisco, CA 94111-1450

San Francisco Channel 5 Investigates:  5investigates@kpix.com.

CompUSA Complaint Forum: http://www.greenspun.com/bboard/q-and-a-fetch-msg.tcl?msg_id=000GwD

CompUSA Sucks: http://www.zpub.com/notes/compusa-sucks.html

Bank One VISA (see attached letter of charge dispute): https://online.firstusa.com/bank/bolFusaContactUs.aspx

http://www.outofthedark.com/CyberPagan/CompUSA.html:  CyberPagan@OutoftheDark.com

Boycott CompUSA.com
http://boycottcompusa.freeyellow.com/index.html
 
TechWeb: mad@techweb.com


 
Consumer complaint forms and carbon copies have been submitted to the following
Consumer Advocate Associations:
 
Consumer Affairs dot com: http://www.consumeraffairs.com/php/a_report.php
 
Complaints.com: http://www.complaints.com
 
The Consumer Action Website: http://www.consumeraction.gov/
 
Federal Citizen Information Center: http://www.pueblo.gsa.gov/emailus.htm
 
California Department of Consumer Affairs: http://app1.dca.ca.gov/complainthelp/consumer-complaint.asp
 
Federal Trade Commission Consumer Complaint Form:  https://rn.ftc.gov/pls/dod/wsolcq$.startup?Z_ORG_CODE=PU01
 
California Consumer Protection Foundation: http://www.consumerfdn.org/
Nelso Hall, Executive Director, CCPF: CCPFNH@aol.com
 
The Foundation for Taxpayer and Consumer Rights: http://www.consumerwatchdog.org/ftcr/complaint.php3
 
Better Business Bureau of San Francisco, Mr. D. Patrick Wallace - President:  info@goldengate.bbb.org.
 
Complain Complain dot net: http://complain.proboards15.com/
 
PlanetFeedback.com


Demand Letter
 
 
Hal Compton, Chief Executive Officer
CompUSA
14951 North Dallas Parkway
Dallas, TX 75254
 
Dear Mr. Compton,
 
As instructed by my attorney, I am forwarding this letter of demand to you in response to a negligible, dishonest, business practice on the part of CompUSA. (see letter attached)
 
I demand that CompUSA practice good faith and instill consumer confidence by refunding in full $29.99 plus sales tax which I paid for the purchase of one SanDisk Image Mate 6-in-1 Reader/Writer on _____ May 28, 2003 at the CompUSA retail store located at 750 Market Street, San Francisco, CA  94102.
 
Arrangements must be made for customer Edward Halvey to visit the CompUSA San Francisco retail store to surrender mentioned defective product and receive a full refund of $29.99 plus $2.42 sales tax no later than July 1, 2003. 
 
If this demand is not met, based on principal and damages in the said amount, a claim will be brought against CompUSA in the San Francisco Small Claims Court.
 
Sincerely,
 
Edward J. Halvey Jr.