CompUSA Complaint - Unprofessional/Unsatisfactory Customer service and store policies
BRANDON, FLORIDA -- From: C Shane Blancett USAF/Retd
To: Customer Service Director or your equivalent:
Subject: Unprofessional and downright poor customer service at the store below...
17 April 2010
Store Number: ST7N0028 363 SALE
CompUSA - Brandon FL
11211 Causeway Blvd, Brandon, FL 33511
Product: Kingston 64gb DataTraveler
Hello and Dear Sir/Maam,
Thank you for taking time to read this as I rarely write these types of letters. My name is Christopher 'Shane' Blancett and I am a retired NASA engineer and a disabled Gulf War veteran. I however do a lot of tech work 'on the side' and while I order a lot of things online I spend hundreds of dollars at CompUSA on a pretty regular basis. I want you all to know that I now intend on doing my best to avoid having to use CompUSA for ANY more of my business and I insure you my colleagues feel the same way!
Here was the last straw:
I recently had yet another very poor experience at my local CompUSA. I was having trouble with my second Kingston® 64 Gigabyte 'Thumb' Drive. Like the first one it became unreadable on all four of my computers even with different operating systems. While I had every pretty much backed up the process of storing programs and processes on each thumb drive took about 28hours total. Well needless to say I was not very happy and just decided I wanted my money back with no questions asked. I went to the 'tech station' and informed the tech on duty that the disk was defective and I just wanted a refund. I had the original packaging, the receipt dated 4/02/10 from the same store which was well within a 15 day possible purchase deadline.
Well the tech did not even bother to check it and just sent me to a 'front' register to get my refund. The clerk at the front desk (Kevin) looked at the thumb drive and proceeded to ring out/up the refund amount. I do not recall if the clerk called him over or he just stepped in but a manager by the name of "Joe Fleming" took the drive and said "I cannot give you a refund until it is tested"? I asked: "why didn't the tech over there [pointing to the tech desk] just send me here then without testing it when I informed him of my issue??". Mr. Fleming totally seemed to ignore my question and told me that he would have to test the drive. Joe then walked over to a register, inserted the drive and said to me that he could not access it. I replied "of course you cannot access it sir I told you and everyone else it is DEFECTIVE". He told me again that he had to check the drive but the reason it did not work at the register is because of a 'security' lock out on the register. Incredulously, I then had the nerve I guess to ask him "well why did you check it there then instead of a terminal that you know would work??" his reply: "Even though I cannot access it due to the security issues at this register I know it works because I could see the drive letter saying 'removable drive". I told him that it says that on all of my computers too but it is still not accessible! I also submitted to him that I have purchased several drives like this in the past and when they are working correctly the moniker on the drive letter is always "Kingston®" and not the generic "removable drive" name. He then started to lecture and 'talk down' to me about the procedures that CompUSA *must* go through to verify that this drive is bad-I cut him off and said "I'm not shopping here anymore just give me my refund and let me go about my business". I just want my refund and you can do ALL the checking you need when I am out of here."
No such luck - how DARE a simple customer get away without following store policy!
I finally got my refund of a $177.24 cents and left the store as quick as I could after the usual CompUSA 'door guard officerette' approved my hasty exit by checking my papers and writing the usual 'kryptic kode' on my receipt.
Just a note about 'yours truly' here, I am a pretty outgoing, patient and ebullient person with a smile for everyone but alas this has not been my first poor experience with the CompUSA management I informed another manager by the name of Joe Spencer. I received NO apologies, NO real satisfaction, was treated like a second class customer when I plainly am spending more than the average Joe. (no pun intended) Where do you dig up these guys??
I appreciate your reading this drawn out letter but I felt compelled to write it that way because if something is not said then it is "my" fault if the issue is not fixed.
I formerly request at least an email back from you people or I will have an editor 'touch this up' and I will be submitting everywhere including the Better Business Bureau
C Shane Blancett
USAF Retd/Disabled Vet