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CompUSA - Customer Service

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Capt. Robert of Bakersfield CA (10/17/03):
My Sony Vaio has had two motherboards, one screen and a new keyboard. I can now see half of the keyboard sticking up, and 6 keys have popped off tonight. The "Kids" at CompUSA talk to me like I am an idiot, then whine about their missed cigarette break. OK, some children are gifted, and I have had the honor to command thousands of them. But the workers and management at CompUSA is not worth a damn.

Parts that worked and were in line when they took it in, came back out of line and no longer working as they did before. Sony has paid thousands of dollars for complete morons to attempt to repair a product that they have only made worse each time. Sony does not care, nor does pimple boy and his 19 year old manager. My objective was to purchase a computer... a working computer. Sony does not listen, CompUSA needs 16 weeks in jungle school and I should look elsewhere for my next laptop.

My retirement ... to a mountain home with my dog ... to WRITE, has been more in the capacity of writing for help, and driving to PimpleUSA. I estimate this has cost me a few hundred hours of lost computer time, DSL service I can't use and a frustration level to be talked down by a kid

I would like to discuss this with the manager personally (srry, the letter after n isn't wrking very well.) Next cmputer will nt be a sny, and will nt be frm CmpUSA.

Gaspar of N. Hollywood CA (10/15/03):
I have experienced continual breakdowns of the new laptop I purchased at the CompUSA Burbank store. The keyboard was not working, the keys were not functioning properly and it has not functioned like a new computer. I have taken it to CompUSA in Burbank for many repairs. I have been at my wit's end. I would like for the computer staff at the Burbank store to be required to attend customer-friendly and attitude-adjustment seminars.

Kathy of Jacksonville FL (8/12/03):
On 4/22/03 I purchased a HP psc2210, a 2 year replacement plan and a usb2.0. The sales person said it was a simple process to install the hardware. Unfortunately he didn't advise me to back up my computer first. When I received a bios error and called Compusa they informed me it would now cost 99.00 for them to install the hardware and fix the problem.

When I picked up my computer the next day, and plugged everything in, all my files and software were gone. The general manager of the store said it states on the service order Do you want to back up your data. I did not see that, nor did the tech advise me that I would lose all my data.

I lost all my data and software programs on my computer. This company was not only rude but condescending as well.

Maria of Canton MI (5/6/03):
CompUSA never returned money for the wrong equipment they sold us then subsequently had to returned to them. They lost both the equipment and their documentation. I have the details and documentation to prove this. I faxed a 14 page detailed complaint to CompUSA and they have been totally unresponsive. I am disabled and they knew that I didn't have the resources to fight them. I needed the equipment to help accommodate my disability. There has been a great financial loss!

Hector of Los Angeles writes:
My experience at CompUSA, Culver City, is hands-down the worst I have ever had to deal with at any store. I brought my computer in to be checked and possibly repaired by them, thinking that they knew what they were doing, I have never been so wrong.

Bringing the machine in on Thursday, I called on Friday to check on the staus of it, and I was told it was ready. When I finally arrived at the store, I asked the cashier if she was going to show me what was done to the machine, as per their posted list of things they do for each service. The response was a laugh, and she just walked away.

I didn't know if anyone was going to help me, so I stayed to see what was going to happen. Eventually she came back to inform me that nothing had been done to my computer, and it was only looked at. Fustrated with the time and energy lost I asked to talk to a manager, but the one manager still in the store could not help me much, and would only tell me it would be worked on the next few days.

The next day the tech working on my machine called me and was explaining what he had to do, which included checking the Master Hard Drive, and ROM drives, he also requesting the original CD Rom drive which I had to ask my mother who was at home to take to them over 30 minutes away.

At this point I told Luis that I was planning to move second HD in my computer to another machine, which I was going to buy, and also all the data on that drive was the most important. He told me it would not be a problem to avoid using it, in addition I said to leave my Re-writable Rom drive out since he had to check the ROM drives. I didn't hear anything till Tuesday, when Luis called me and told me my machine was running again, but he had to erase the 'D' drive, since the now former 'C' drive could no longer function.

I took a few minutes before he had finally said what he had done, and I asked him why he did it, and he said that is was the only way he could get the system to work, I then asked him why he did it when I said not to touch the drive. That was followed by dead silence.

The next few days I talked to everyone from the General Manager to the Regional Manger and all they gave me for their human error was their service fee back. Upon picking the machine up I still had to wait near an hour to get it, Luis had pulled out the wrong ROM drive, and the people their were telling me that I was going to have to pay for it, then they said I was going to have to wait a day for it.

After finally arguing with the Service Manager for 10 minutes, they did the service in 15 minutes. I lost countless amounts of data which I may or may not be able to recover. I had many media files on that drive which will I never be able to recover, software that I can never get again due to it no longer being available, I have lost almost three years of information, and personal information such as email addresses and emails themselves which I will never be able to get again.

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