- Joined
- Jan 6, 2004
- Location
- USA
I sent the following letter to CompUSA last week (sorry for the length)...
To Whom It May Concern:
A few months ago, I had purchased a $150 Video Card from CompUSA. I was pleased with the performance of the card, but after a few weeks, the fan that was mounted to the card began to make a very annoying whining noise. I then immediately took the video card back to the store for a replacement. They replaced the card with an identical item, and because of the misfortune that I had with the previous one I decided to purchase an extended service agreement.
After a week, the same thing happened; the fan began to make a whining noise. So I immediately took the video card back to CompUSA. This time I did not want to get the same card due to two of them going bad. I was willing to pay extra to get a higher quality video card in the hopes of not having the same problem in the future. When I explained the problem I was having and that I wanted to upgrade my card to the clerk at the return desk she explained to me that I was unable to get a different card.
The option was given to me to return the card I had, but that I would be charged a restocking fee. I then explained that I had purchased a product replacement plan and that I expected that this was going to cover me if I had any problems, which I was having. The clerk then went on to explain that I could only exchange the card for the same item unless I wanted to pay a restocking fee. At this point I asked to speak to a manager who I hoped would resolve my problem.
When the manager came I explained my situation to him and he told me exactly what the clerk had told me. I then explained to the manager that I had worked in retail sales for over six years and that every company I had ever worked for did all that was possible to keep the customer happy. He then explained to me that the return policy was a corporate policy and that there was nothing he could do to remedy the situation. I told him that I completely understand how the policy works, but that I didn’t agree with the policy at all. I told him that I had worked at Sears, which is a much larger company than CompUSA, and that our number one priority was the customer and that we returned products without question there. His first response was that CompUSA was a much bigger store than Sears, in fact he said that CompUSA was the second largest retail store in the country. I asked him if he was honestly telling me that CompUSA was the second largest retail company in the country, bigger than Sears and he said yes it was (I later did some research and found that Sears was the second largest retail company just behind Walmart). I told him that I disagreed with his statement and he then said that I had become rude and that the conversation was over. I then returned the card, less the restocking fee and I took my money to another computer store to purchase a new video card.
I am the Director of Technology at a local school and over the past few months I have spent almost $25,000 at this computer store for new computers and plan on spending another $20,000 in the next few months. I have not spent a dime at CompUSA since this incident and I have told everyone I know (since I am a IT professional I am constantly asked where to go for computer equipment) this story and they have all told me they will never shop there again either. CompUSA has lost thousands of dollars in business just because they didn’t want take care of a customer and a lousy $150 video card, this is not good business.
A month later I purchased a $200 freezer from Sears, a few days after the item had been delivered I noticed a very small dent on the top of the freezer. Since this was a brand new freezer I would have liked to have it look brand new. I went back to the store to see if I could exchange the freezer, but I didn’t expect anything because I didn’t purchase an extended service agreement. I was told by the salesman to bring the freezer back in and they would swap it out for me. At this point I was thrilled.
When I came back in to do the exchange they unfortunately did not have the same freezer in stock, so they gave me a $350 freezer for no extra charge, and they now have a customer for life.
I will continue to tell people about my experience at CompUSA as well as my experience at Sears with the hopes that I might be able to make a difference.
Today I got a call from the store manager and she of course apologized and said that I would be refunded the 15% restocking fee that I was charged. I explained to her that it wasn't the money that I was upset about, but the way that the manager had treated me, she again apologized. I am planning on going into the store tomorrow to get my refund, but I don't plan on spending any money there again.
To Whom It May Concern:
A few months ago, I had purchased a $150 Video Card from CompUSA. I was pleased with the performance of the card, but after a few weeks, the fan that was mounted to the card began to make a very annoying whining noise. I then immediately took the video card back to the store for a replacement. They replaced the card with an identical item, and because of the misfortune that I had with the previous one I decided to purchase an extended service agreement.
After a week, the same thing happened; the fan began to make a whining noise. So I immediately took the video card back to CompUSA. This time I did not want to get the same card due to two of them going bad. I was willing to pay extra to get a higher quality video card in the hopes of not having the same problem in the future. When I explained the problem I was having and that I wanted to upgrade my card to the clerk at the return desk she explained to me that I was unable to get a different card.
The option was given to me to return the card I had, but that I would be charged a restocking fee. I then explained that I had purchased a product replacement plan and that I expected that this was going to cover me if I had any problems, which I was having. The clerk then went on to explain that I could only exchange the card for the same item unless I wanted to pay a restocking fee. At this point I asked to speak to a manager who I hoped would resolve my problem.
When the manager came I explained my situation to him and he told me exactly what the clerk had told me. I then explained to the manager that I had worked in retail sales for over six years and that every company I had ever worked for did all that was possible to keep the customer happy. He then explained to me that the return policy was a corporate policy and that there was nothing he could do to remedy the situation. I told him that I completely understand how the policy works, but that I didn’t agree with the policy at all. I told him that I had worked at Sears, which is a much larger company than CompUSA, and that our number one priority was the customer and that we returned products without question there. His first response was that CompUSA was a much bigger store than Sears, in fact he said that CompUSA was the second largest retail store in the country. I asked him if he was honestly telling me that CompUSA was the second largest retail company in the country, bigger than Sears and he said yes it was (I later did some research and found that Sears was the second largest retail company just behind Walmart). I told him that I disagreed with his statement and he then said that I had become rude and that the conversation was over. I then returned the card, less the restocking fee and I took my money to another computer store to purchase a new video card.
I am the Director of Technology at a local school and over the past few months I have spent almost $25,000 at this computer store for new computers and plan on spending another $20,000 in the next few months. I have not spent a dime at CompUSA since this incident and I have told everyone I know (since I am a IT professional I am constantly asked where to go for computer equipment) this story and they have all told me they will never shop there again either. CompUSA has lost thousands of dollars in business just because they didn’t want take care of a customer and a lousy $150 video card, this is not good business.
A month later I purchased a $200 freezer from Sears, a few days after the item had been delivered I noticed a very small dent on the top of the freezer. Since this was a brand new freezer I would have liked to have it look brand new. I went back to the store to see if I could exchange the freezer, but I didn’t expect anything because I didn’t purchase an extended service agreement. I was told by the salesman to bring the freezer back in and they would swap it out for me. At this point I was thrilled.
When I came back in to do the exchange they unfortunately did not have the same freezer in stock, so they gave me a $350 freezer for no extra charge, and they now have a customer for life.
I will continue to tell people about my experience at CompUSA as well as my experience at Sears with the hopes that I might be able to make a difference.
Today I got a call from the store manager and she of course apologized and said that I would be refunded the 15% restocking fee that I was charged. I explained to her that it wasn't the money that I was upset about, but the way that the manager had treated me, she again apologized. I am planning on going into the store tomorrow to get my refund, but I don't plan on spending any money there again.
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