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Compaq - Customer Service

Matt of Bay Minette, AL (4/26/01):
I got a Compaq Presario 4862 in March of 1998. When I got the machine home, I hooked it up and turned it on, but nothing happened. Well, after two hours on the phone with tech support, they agreed to schedule a technician to "come take a look at it." After spending almost $3k on a new computer, it's pretty frustrating to have it be broken the second you get it home. Well four days later, someone came without any supplies and figured out what was wrong, so I had to wait another week for them to come back with a new power supply. At that time, two weeks after I bought the machine, it finally worked.

Later, when Windows 98 was released, I attempted to use my coupon for a free upgrade from Compaq. The customer service rep told me that my certificate number was invalid and I would have to pay full price for the upgrade.

Yet another extremely maddening circumstance. The final blow came last year when the computer was hit by lightning. I needed Compaq to fax me a spec sheet on the computer for insurance purposes. They refused! They said it wasn't their business because my computer was no longer under warranty and they couldn't give me information on a discontinued model. So I got the minimum payout from my insurance company, which was much less than it cost me to replace the machine. Needless to say, I DIDN'T replace it with another Compaq.

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