CompUSA ... Part Deux
I met "Tommy" as soon as I walked in the door, who simply asked "What's wrong?". So, I explained that the laptop had problems X, Y, Z. My main concern was the video card. Here's why I'll never buy from CompUSA again (paraphrased):Tommy: "Oh, well, if I'd known you want to power an external monitor, I wouldn't have recommended this laptop."
Me: "Why?"
Tommy: "To get the external monitor to do 1600x1200, you need the native panel to also be able to do 1600x1200."
Me: "That doesn't make sense. You're saying that unless I have a LCD on the laptop which can do MORE than 1600x1200, it won't be able to do that on the external monitor? How come my last laptop, an eMachines, and the laptop before it, a Sager, ran at 1280x800 and 1400x1050, respectively, and they powered 1600x1200 or greater without problem."
Tommy: "Huh."
So, he kicked and screamed while I looked over the laptops. They didn't have anything new, so I asked for a refund.
Tommy: "I told you when you bought it, if it works, you'll only get store credit."
Me: "No, you told me if it did what it said it does, I'll get credit. It doesn't do what it says it does."
Tommy: "Hmm .... I can get a manager."
Me: "Have at it."
Ten minutes pass while Tommy brings up "Bob" to speed.
Bob: "There's a hidden partition on this laptop."
Me: "No. There's not. It's short 5GB."
Bob: "Well, that's how all of our systems will be."
Me: "So, none of your systems do what they say they will?"
Bob: Pause. "We have a Sony which can do 1920xsome_crazy_number. It's a 17" wide screen laptop, and runs $2799. They're in stock. That will do what you want it to."
Me: "Thanks, not spending $3,000 on a laptop."
Bob: Pause. "Well, then I can give you a store gift card."
Me: "Please read this sticker on the side of the laptop box. Outloud? What does it say?"
Bob: .... Reading for a minute .... "We don't follow that policy anymore. We follow what's on the receipt."
Me: "Really? Can you read the policy behind you on the wall? Outloud?"
Bob: .... Reading for a minute .... "We follow what's on the receipt."
Me: "Sounds like we're at an impass. You're telling me you won't follow your own return policys?"
Bob: "We follow what's on the receipt. Do you want to exchange the laptop, or return it?"
For your enlightenment, here's what's on the box and/or wall of the Lubbock CompUSA:
CompUSA Satisfaction Promise
At CompUSA, we believe in being fair to our customers. If you are not satisfied with a product you purchased from us and you return the product with the original receipt or invoice within 21 days of purchase or invoice date, you may exchange the product or receive a refund. If you do not have the original receipt, you may exchanged the unopened product for a CompUSA merchandise card. Items must be in new condition, with the original box, packaging, manuals, accessories, and UPC code. Opened software, games, and videos may only be exchanged for the same title.
Returns may be credited to a CompUSA merchandise card or, if you prefer, to the original credit card. Purchases made by cash or check over $250 will be refunded by a check from our corporate office within 10 business days.
So, I gathered up my items and headed out the door. Phone call Numero Uno was to my lawyer. She says "Slam dunk Deceptive Trade Practice". But recommends that I first call the BBB, and the Attorney General's Consumer Division. Oh, and contact Visa, and corporate CompUSA.
Below is the response I got from corporate CompUSA:
Dear Mr. Presley,
Thank you for contacting CompUSA. We consider you a valued customer and appreciate your taking the time to let us know what you think.
We are sorry for the difficulty you have encountered; however, CompUSA's return policy, which is posted throughout our stores, on our website and printed on our sales receipts clearly states:
In-Store Purchases (CompUSA Superstore & CompUSA Megastore locations)
At CompUSA, we believe in being fair to our customers. If you are not satisfied with a product you purchased from us and you return the product with the original receipt or invoice within 21 days of purchase or invoice date, you may exchange the product or receive a refund, except as explained below. If you do not have the original receipt, you may exchange unopened product for a CompUSA merchandise card. Items must be in new condition, with the original box, packaging, manuals, accessories, and UPC code. Opened software, games, and videos may only be exchanged for the same title. Open notebook computers, projectors, and cameras may only be exchanged for a CompUSA merchandise card.
Credit card refunds will be credited to the original credit card. Purchases made by cash or check over $250 will be refunded by a check from our corporate office within 10 business days.
Our policy is governed by agreements with manufacturers in accordance with restrictions they have in place for product return and by the inclusion of standard warranties, which are included with most, if not all technology-related items. We advise consumers that if they experience any problem with a product, they can contact our service department for assistance or rely on their manufacturer's warranty and contact them directly to repair or exchange the product.
Thank You,
Customer Service
CompUSA
I was fuming for a few minutes, especially considering that I had two different return policies in my hand. One is what's on the receipt AND on the website. Another is what's on the laptop box AND on the store walls. Found out that I needed to file some paperwork w/ Visa to cancel the transaction, but actually stopped and pondered the amount of time that this ordeal was going take. My moral / ethical bell was ringing off the wall, but not worth it for $1700.
I did some calling around and found a customer that needed a few machines. They'll be getting them from CompUSA using my $1700 gift card. And when that's all said and done, CompUSA will never, ever get a single cent from me, my company, my relatives, or any of my clients. All they had to do was honor what they have plastered on their product. Instead, they just lost $50,000 a year in sales. Probably nothing major, I'm sure. But I hope to encourage others not to do business with them (not that Best Buy is any better, mind you).
Today, I returned the products, and got a different manager, who had some smarts about him. He informed me that they were "behind" in making their changes on their stickers, and he knew it would cause (does cause) confusion. He apologized, but still stood behind the in-store credit only.
Two new machines will soon be on their way for free delivery via the CompUSA website. And then I've washed my hands of them.
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