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CompUSA - Tucson, AZ Complaint - Replacement plan problems
Complaint
HOUSTON, TEXAS -- I purchased a monitor, hard drive, speakers, and a sound card in June of 2001. I purchased them in order to assemble my own computer for college. At the time of the purchase, a sales person convinced me to purchase a one year protection plan for $9.99 for each item. I decided to buy 2 plans to cover my monitor and my hard drive. The sales person told me that the advantages of the protection plan is that if ANYTHING happens to the item I can bring it back to the store and exchange it. Otherwise, without the plan, I would have to send the defective item back to the manufacturer and wait for a new one. Well, last week my hard drive began malfunctioning. I remembered I had purchased the protection plan in June and removed my defective hard drive, put it in the original box, found my protection plan receipt which I kept on file, and drove to the CompUSA where I bought the hard drive from. I went to the customer service counter and showed the associate my protection plan receipt and the defective hard drive and explained what was wrong. The man looked in the box and saw that the hard drive's serial number matched the serial number on the protection plan receipt. Then, he asked if I had the original sales receipt. I had not thought to bring the sales receipt since it was not necessary to show it since the serial number on the hard drive and on the protection plan receipt matched. I told the man I did not have it on me and that it did not matter: I paid $9.99 to not have to be haggled about dumb things like that. The point was that my hard drive, which was the same one on my protection plan receipt, was not working. The original sales receipt had nothing to do with that. I asked for a manager and one came. I explained the situation and asked why I needed the sales receipt. The manager did not say why it was needed and just brought up my sales receipt on his computer. I thought the problem was solved since they now saw my sales receipt on their computer and I had the defective hard drive and my protection plan receipt. However, the manager asked if I had the sales receipt at home. I said yes and he told me to go and get it. Outraged, I stormed out of the CompUSA with my broken hard drive and protection plan and drove all the way home. At my house I got my sales receipt and jumped back in the car and drove all the way back. I talked to the same two people. I showed them everything I had... AGAIN. What made me angry was that I had everything I needed before I left... even the sales receipt since they printed it out on their computer. The unnecessary original sales receipt that I drove home for look EXACTLY the same as the one they printed out. Well, they finally did the exchange and I got my new hard drive.
To help keep me as a potential future customer, I would like the following:
I would like to get refunds for my protection plans I purchased since the CompUSA I went to did not care about it. I was still hassled unnecessarily and had to make two twenty mile trips between my house and the CompUSA. I would have rather sent my defective hard drive to the manufacturer and waited a week than driven all that way for no reason. The principle of the matter was that the two serial numbers on the actual hard drive and on the original protection plan receipt matched and that should have been proof enough. I should not have had to drive home and get that sales receipt, especially after they printed up the exact same thing before I left. I have always purchased my computer parts from CompUSA and after this experience I am thinking twice about going back. I have also told many of my friends about my experience at the CompUSA. The CompUSA that treated me like that was located across from the Willowbrook Mall in Houston, Texas on FM 1960 and store number 514. If you would like to send a check for my 2 protection plans, you can send it to:
7819 Zilonis CT
Houston, TX 77040-1351
Or you can call me at 713-896-4545 for any other questions.
At the very least I would like a response from your company regarding this incident. Thank you for your time.
To help keep me as a potential future customer, I would like the following:
I would like to get refunds for my protection plans I purchased since the CompUSA I went to did not care about it. I was still hassled unnecessarily and had to make two twenty mile trips between my house and the CompUSA. I would have rather sent my defective hard drive to the manufacturer and waited a week than driven all that way for no reason. The principle of the matter was that the two serial numbers on the actual hard drive and on the original protection plan receipt matched and that should have been proof enough. I should not have had to drive home and get that sales receipt, especially after they printed up the exact same thing before I left. I have always purchased my computer parts from CompUSA and after this experience I am thinking twice about going back. I have also told many of my friends about my experience at the CompUSA. The CompUSA that treated me like that was located across from the Willowbrook Mall in Houston, Texas on FM 1960 and store number 514. If you would like to send a check for my 2 protection plans, you can send it to:
7819 Zilonis CT
Houston, TX 77040-1351
Or you can call me at 713-896-4545 for any other questions.
At the very least I would like a response from your company regarding this incident. Thank you for your time.
Comments:
Posted by Anonymous on 2001-12-03:
I too am getting the run around fro ComUsa about a replacement warranty on a Handspring Visor. The Visor is not a year old and will not take a chrge from its cradle. It is a sealed unit so you cannot open it to change the battery. I called the CompUsa in Novi, Mi. and told them I had a 2yr replacemnet warranty on the Visor.They told me to bring it in and they would exchange it. I drove 15 miles to the store only to be told that they didn't have any in the store.They told me they would order a replacement and call me. It has been 3 weeks and counting and still no replacement. I call weekly and today I was on hold for 6 min before I was told that if I want I can drive 15 miles to the store to leave it with the tech department.I was cut off before I could reply and they didn't even try to call me back. I didn't call them back to be put on hold again.
Posted by Rodan on 2004-07-22:
I certainly sympathise with the customer. A receipt isn't necessary.
I bought a laptop from the compusa in Manhattan and bought the warranty. Two years later, I started having problems with the computer. After taking it back to be repaired by them the third time, they replaced it with a new HP laptop.
I bought a laptop from the compusa in Manhattan and bought the warranty. Two years later, I started having problems with the computer. After taking it back to be repaired by them the third time, they replaced it with a new HP laptop.
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