Compaq Computer Corporation Complaint - CTO NIGHTMARE - Presario 1500T
INDUSTRY, CALIFORNIA -- Here's why I'm writing. My name is Robert Murray I am a resident of California but my problem lies in Texas with COMPAQ. I ordered a laptop computer, Presario 1500T from a local retailer BEST BUY about three and a half weeks ago. I purchased the notebook for 1850.00 under your new "CTO" program. My first run-in with COMPAQ was a phone call from someone in customer service explaining my order was going to be late. I picked up the notebook from BEST BUY about two weeks ago. The notebook worked fine for about 1 hour then it started to freeze up, eventually the notebook would not turn on at all. With under two hours of use the notebook was useless. I immediately contacted tech support at COMPAQ, I was put on hold for a very long time eventually the tech gets on the phone and asks me to hold down the power button. I guess this was his idea of tech support, things I have already tried? The end result after about 2 minutes of troubleshooting was to have it sent back ASAP for repairs, being the computer is not even 1 day old. The next day I send it AIRBORNE EXPRESS, keep in mind the computer is brand new not a scratch on it. Several days pass and I decide to give COMPAQ a call, after going thru the customer service shuffle speaking with a dozen people or so I get assigned to MARLYN STEWART he explains to me that the keyboard, screen, motherboard and case all have extensive heat damage. The cost for COMPAQ to fix my brand new laptop $1200.00. I explain to him that the notebook is hours old and it's obviously some sort of mechanical failure? He said he will investigate. I get a phone call the next day, they will not fix my laptop, period. It falls under accidental damage not covered by warranty. Knowing he is wrong and accusing me of leaving it in the sun or "by a fireplace" I get the number to the executive office. I speak with a customer relations manager STACY FRANCIOS. She appeared helpful at first explains since it has not been 14 days yet I could still take it back to BEST BUY for a return. They ship me my unit back, upon opening the box I find the laptop keyboard cracked missing about half the buttons, the case was warped, DVD/CDRW would not close I mean this laptop looked like it had been dropped off a building. I immediately call STACY FRACIOS at the executive office. She said the damage could of been caused by AIRBORNE? She said she will look at the photographs from the repair facility and get back to me. With the amount of damage and none of the keys in the box I found it hard to believe. So I take the laptop to BEST BUY, they will not take it due to extensive physical damage. I can't get a hold of STACY she is either out to lunch or busy? I get a call from MARLYN STEWART, who very rudly says the laptop came in partial to my desription, COMPAQ will charge me to fix the new damage on top of the $1200.00 from the initial damage.These people are no help to me. I am stuck with a broken mangled 1850.00 laptop that is less then a day old.