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An open letter to Compaq

Tatyana of Staten Island, NY, sent us (2/19/01) a copy of the following letter to Compaq CEO M.D. Capellas.

Dear Mr. Capellas: Pursuant my telephone conversation with one of many Compaq's customer service reps., that I have been in contact since December of 2000, the following letter will explain at length my claim for a repair of the Compaq Presario portable computer, that I have purchased from THE WIZ, on February 18, 2000. It happened in November 2000, I was working on my computer, when all of a sudden the screen started to jump, the images fading and coming back. I turned the unit off, and when I turned it back on again, the screen was not showing full images, and the computer was in 'Safe mode'.

I took the unit back to the WIZ store, located on 280 Marsh Ave, Staten Island, NY 10314, where it was purchased. The store has sent me to Radio Shack, stating that they are the authorized Compaq repair center. The Radio Shack accepted the unit to be sent off to a Compaq repair service center. In a week or so, I was contacted by the Service Center with the claim that the unit was still under the manufacturer's warranty, and since they are only authorized to fix an 'out of warranty' items, they were shipping the item back to the Radio Shack, where I was to pick it up and take it back to the store where it was purchased.

I picked the computer up, and took it back to the Wiz, but the store told me that since the item is under the manufacturer's warranty, I have to call 1800-OK-COMPAQ. I called and was promptly accommodated with the pick-up of my computer via Airborne. This was on December 28, 2000. We were now in mid January (1/17 to be exact), when I was getting alarmed, due to the lack of contact from your organization. So I took the initiative and called the above number again. The Compaq rep., had checked the status of my claim, but the only information available to him was the confirmation that the unit was received by your repair facilities. He recommended that I contact them and provided a number where to call (888-886-3292).

It was an EFFORT to get through, but finally, I was able to speak to a PERSON, and was informed that the unit is being held for NON-WARRANTY ISSUE. She was not able to provide any other information as to the reasons, nor why I was not informed of a hold on the repair. However, she did give me another point of contact for further inquiries. I was to call that same number and to select Option 5. It took me a good week to get through to this person. Her name is Sabrina. Sabrina has informed me that as per the repair facilities assessment, the screen was cracked, and therefore this was not covered by the warranty. She failed to explain to me why I was not notified that the unit was held over for non-warranty issue, and suggested that I call Yvette Espinosa at 1800-756-2005, ext. 13.

I did. Ms. Espinosa could not help me and yet again, I was transferred, this time to Ms. Amanda Amendola. Ms. Amendola had stated that according to the repair personnel, the LCD screen has a crack and my warranty will not be honored. I have explained to her at length, that the screen was not cracked, and Radio Shack receipt that was given to me, states that the unit is in GOOD condition, other than 'SCREEN IS NOT SHOWING FULL IMAGES TOTALLY DISTORTED.' The copy of which will be forwarded with this letter.

I am a Software Analyst, and I need my computer to conduct my business. My reputation, my livelihood and my continuous employment depend, among other things, on my ability to perform my job in timely manner, and to date, I was left without my working tool for THREE MONTHS, and God knows how much longer it will take to resolve this issue.

Today, with so many customers shopping around, it takes a solid commitment to customer service to gain loyalty and repeat business. In this world of increased business competition, it is no longer enough to simply supply a good product at a reasonable price (In this case the price is actually quite a bit more than reasonable). When I bought the above item I anticipated, that the product caring the name of Compaq, that is known to be as one of the leaders in the industry will be of quality and dependability; what I did not anticipat is to have so many problems, disappointments and aggravations. I understand I am entitled to expect the things I buy be of acceptable quality. I am sure you will agree that in view of the above problems the item was not of a reasonable standard.

Customer Relations is the key to a thriving and expanding business. Repeat business and referrals from customers are the least expensive form of marketing and the most effective. By taking prompt and constructive action, businesses can often turn consumer discontent into customer loyalty. It is generally recognized that in the long run, business profits are tied to the company's ability to satisfy the customer. Effective complaint handling generates new income by installing loyalty in customers.

The American Society for quality Control (ASQC) asked 1,005 adult consumers what quality factors they considered important when purchasing a product or service. For manufactured items, they ranked: Performance, Durability, Ease of repair, Service availability, Warranty, Ease of use.

I want to step back and use an analogy for a minute. Credibility and promise-keeping are like Siamese twins -- they are joined together. Credibility will never be established unless promises are kept. Trust is established and maintained as promises are kept. After numerous failed attempts at communication with the Compaq Repair facilities to resolve the problem, I write to you as the last resort for the repair to be carried out. I understand that in a marketplace where billions of business transactions take place daily, some errors and misunderstandings are bound to occur.

I am prepared to accept a repair of the item at no cost to me. If repairs can be completed quickly and effectively, I will consider the matter settled. Enclosed are copies of my records, which include Sales and Repair receipts (Wiz, Radioshak), Service warranty (which accidentally takes place after manufacturers warranty has expired), computer model and serial number. I look forward to your reply and will appreciate any recommendations on how to resolve this unfortunate situation.

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