CompUSA Complaint - Simple repair turns to nightmare
SEATTLE, WASHINGTON -- I brought my computer to compUSA's repair center because its power went out on Saturday, April 1st 2006. The receptionist quickly checked the machine and gathered that the power supply was out of order and might need to be replaced but they would have to confirm that. I could choose between simply having the power supply changed for $40 or having a full diagnosis done for $99 because there might be other issues. I opted for the $99 service.
She also offered me the option to back up my data just in case. She told me that when the power supply is out some other parts might be out as well. Once the hardware issue is resolved they would have to make sure that no other issues came in play and so the data would have to be backed up just in case. I elected for the option.
I called back on Sunday, April 2nd for a status. I was told that the technician was about to call me to confirm that the power supply was indeed out and needed to be replaced but they need my consent. I agreed for the replacement.
I eventually got a voice mail on Monday from the technician, named Donovan, saying that the computer was ready and that he was sorry for the mistake. I didn't know what he meant but I went to compUSA to pick up the computer on Tuesday, April 4th.
I picked up my machine and received some paperwork saying that the machine was fine and virus-free. When I brought it home and booted it up I realized that all my desktop settings were lost, all the data in My Documents and on the desktop were missing. An XP cd was in the drive, meaning they had reinstalled the OS.
I brought back the machine to compUSA but the technician was gone and I asked why it was returned to me with missing data and I wasn't told about it. They didn't know because the technician, Donovan, was out so he was the only one who knew what was going on. A technician looked for the data backup but couldn't find it. He assured me they would fix the problem because "the data had to be somewhere."
I asked to be called for any status at all but to this day I have not received one call. I called several time the past few days but every time it was a new technician taking care of my computer, supposedly still working on it. I asked for the manager on Wednesday, April 5th and he assured me that everything will be recovered and fixed. I asked for an ETA for my computer and I was told a day.
I asked why all the data was lost and why the OS had to be reinstalled and he told me that the virus had wiped out all the data. I work in the software industry and I have never heard of a virus discriminately wiping out data from my documents, the desktop and changing the desktop settings. I told him that this was highly suspiscious but he said that they "didn't do anything on purpose to mess up my machine." I asked if he could justify the $140 I spent for this kind of work and he told me that the technician was working very hard and was doing a "fee-waiving job." I asked to get a phone call no matter what happens.
I called again on Thursday, April 6th because I never got a phone call but the technician was gone for the day. I spoke with another technician who said the data was being recovered and that Donovan was gone until Sunday but David, the tech lead, would take over. It is now Friday and when I called this morning David told me he was busy but would try to get to my machine today before he left at 1:30 pm. No matter what he can do with it he would call me before he leaves.
At 2:00 pm no one had called me. I called CompUSA and got Brian on the phone. He said that no one was working on my computer because only the person who worked on it last night knows what is going on but someone would get on it at 6:00 tonight. I asked him if he could look at the computer but he said he didn't want to "mess up" my computer. He then told me that I had to "stop calling and that they would call me when needed."
I fell I have been given the run around for too long now and that they made some mistakes and are trying to cover themselves. I am going down to pick up my computer tonight to see what was backed up and will take it with me. I filed a report to the Better Business Bureau.