On Saturday, March 30th my husband and I went the CompUSA store in Houston on Westheimer, near the Galleria. The purpose of our visit was to get repairs on a Compaq monitor that we had bought last May.
We were told by a customer service rep that our warranty had expired. This was a surprise considering we bought the monitor less than a year ago. Not to mention, they were suggesting that we were going to have to buy another monitor. Considering, we never got our CompUSA rebate from our purchase, which is a whole other story, we were very upset.
When the manager came to assist us, we became even more uneasy. First of all he was very rude and unhelpful. He did not once try to make the customer happy, which should have been his first priority. He didn't once ask us what would make us happy, nor offered any suggestions (except that there was nothing he could do, which was very hard to believe). He assumed that we wanted a new monitor, which wasn't true. We wanted it repaired or at least our rebate back.
In the end, he made a copy of our sales receipt for the monitor that was originally purchased in May. He took our name and two telephone numbers of where to reach us at. He was going to attempt to call the rebate center and find out why we never got a rebate even after 3 months of attempts and mailings. He said he would call us on Monday and let us know what he found out.
We never received a phone call on Monday or Tuesday. On Wednesday, April 3, I called the store, but he was off and I was told he would be in the next day. On Thursday, April 4, I called and, for some reason, got an answering machine (which is very unprofessional). I left a message for the particular manager to return my call with my name and two telephone numbers. It has now been a week since the message was left.
I am very unhappy with the service we received. Obviously, the manager does not care about the customer service he gives or repeat business. Not only were they wrong about our warranty being expired, but when you tell a customer you will call them back, you should, and in a timely manner.
Our monitor has since been replaced by the manufacturer, who has a standard one year warranty on their products. This fact makes me question the knowledge your managers have of the products they sell at their own store. They should know that Compaq has a standard warranty length, no questions asked.
I really hope that CompUSA handles this problem in the future. It is absolutely ridiculous that a customer should have to go through this much trouble to receive good service, not to mention a phone call that was promised.
Danielle
Houston, Texas
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