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Not too long ago, what's left of CompUSA was acquired by Systemax, which also owns Tiger Direct. The company tells us things have changed and customers will be a lot happier. Perhaps. Here are a few of the more recent consumer comments we've received:
George of Ashburn VA (07/13/08)
I purchased 2 Akai 50 inch High Definition Plasma televisions and 2 TAP 4 year warranties on August 7, 2006. Since that time, I have tried to secure service for one of the televisions. I contacted the TAP service providers and learned that my warranties were not on file. I made a subsequent call on October 2007 and was asked to fax a copy of my receipt to Jean for data entry. Jean never responded and I have been following up ever since.
On July 10, 2008, I called again. This time I reached John and he could not locate my contracts and asked me to fax my receipt again. He provided me with Incident # . Due to my persistence, I reached Erin and she located my contracts. I provided her with cities close to me to locate a local service provider. It was early so she asked to me call back because none of the repair companies she called answered. I called back at 11:20 and reached Chelse. She could not reach any of the service providers. She said that she could not call the companies all day because she was busy and gave me two numbers to call.
Now I am already disgusted with the lack of administrative support and customer service. To tell me that I need to call the companies and ask if they service my particular television and then call TAP back for authorization is inexcusably ridiculous. I paid 835.98 (399.99 x 2 x 0.045 (tax)) for these warranties and as the customer my only responsibility is to call TAP with the problem and TAP provides a real solution a service provider that can fix my television.
I am requesting a FULL REFUND of my 835.98 for the following reasons: 1. My contracts were not on file due to CompUSA's poor operations. 2. Ive been trying to get service for over a year. The TAP warranty has no value. I have a 1,800 HD TV with a fan that is louder than the volume; therefore, the TV is not functional. Jose of Miramar, FL July 8, 2008
Jose of Miramar FL (07/08/08)
I bought a laptop at Compusa and an extended warranty(TAP) for 2 yrs. for 139. They are no longer in business, so I had to call a Call Center to get a work order number and a thir party was to contact me to make arrangements to fix my computer.
I told the call center about the issues I had with my speakers not pruducing any sound, and about some cosmetics(cracks, brokn parts) and they advised me that they would not fix all the issues only the ones that they would approve. I told them that my Compusa warranty covered everything without exceptions. She told me that when they bought the warranties from Compusa those rights were lost due to the fact that Compusa was no longer in bussiness.
I sent my computer to get fix at Image Microsystems, the third party encharge of the repairs, and they fixed my computer. But they replaced my hard drive and replaced my operating system. I lost all the information on the old hard drive and the new operating system is giving me problems. I called Image Microsystems to query about why they replaced my hard drive when the problem was in the audio jack. The costumer service rep told me that the old hard drive was defective. I told her that I never had any issues with it. She said it was done as a cortesy because it was going to break anyway later on. I offered to buy the old one so I can get all my information back. She said it would cost me 49 to buy my old hard drive.
David of Miami, FL July 3, 2008
David of Miami FL (07/03/08)
In january of 2007 i purchased a laptop computer suitable for my needs. The computer cost me 2000 and I bought the TAP service plan 2 year warranty for 400. In the last month the computer began to heat up and eventually stopped working on night. I called compusa who had since gone out of business or been bought out by another company.
The TAP service people who are supposed to handle my warranty could not find my information when I first called about my computer overheating and I was told to fax in some information so they could find my contract. I did and they eventually were able to come up with my contract. So they sent me a box to mail out my laptop, which I did.
The tech I sent it to determined there was liquid damage to my mother board which is not covered by my warranty. There was never any liquid spilled on or near the computer and the liquid damage problem was caused by the computer overheating. They are basically telling me there's nothing they can do and mailing me the 20 lb. piece of plastic garbage that used to be the computer which contained all my family picutres and movies, all my business information, music, and games. I am out over 2500 including the computer and warranty which was deemed worthless.
Susan of Kaneohe, HI June 14, 2008
Susan of Kaneohe HI (06/14/08)
After 2 months of getting my laptop repaired from CompUSA TAP, I noticed pink vertical lines across the monitor. 5/22/08 called the same number spoke to Randy and was told that the TAP service was sold to another company and they didn't have my existing contract information. I faxed it in and was told to call back in 2-3 business days for service. 5/30/08 called and was told that they didn't receive my first fax and to re-fax. I called (the data processing department spoke to Tricia) within the hour to confirm receipt and was told in 2-3 business days I can get service. 6/4/08 called spoke to Steven and was told that they didn't receive my first 2 faxes and that I was supposed to have be given an incident number. Refaxed everything again this time with incident number. I was told 2-3 business days for service.
6/9/08 called spoke to Maribel and she couldn't find my contract number so I was put on hold whilst she checked with the data processing team. Data processing found the fax, but it will take 2-3 business days for the information to be entered into the system. 6/11/08 called they couldn't find my contract, Carlos called the data processing team and he told me it takes the data processing team 2-3 business days to enter in the data was issued another incident number and to call back at the end of the week. 6/13/08 called spoke to Jerry referencing the new incident number and he told me to call back tomorrow (Saturday). I decided to call the data processing department spoke to Kim and she told me to call back on Monday for service.
My laptop broke while I was working on a contract job and luckily I had my desktop computer, though it's slower, that I could work on. If I didn't have my desktop this would have cost me a 7000 job. Ronald of Ft Myers, FL June 4, 2008
Ronald of Ft Myers FL (06/04/08)
My wife purchased a laptop Computer from Compusa in Miami for 1200.00, and 2 warrantys 1 was the 290512 TAP 2YR LAPTOP 1100-1399 Which was to cover any problem that occuered with the computer, we were supposed to be able to take the computer to any compusa and have it repaired in the store which now can't be done since the sale of the stores it cost us 249.99, the other warranty was the 317443 2 yr laptop premium upgr, what it covered no one knows nad the new owners say they will not honor it or give refunds for it, it cost 99.99,
we are sending in to cancel both warrantys but will be totally surprised if we get anything back from this new company. We think it's a disgrace that these warrantie's were sold by the old compusa but will be half honored by the new compusa.
it looks like we could be out of 350.00 that the warranty's cost us. Mack of Tucson, AZ June 3, 2008
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