compusa – you guys really suck

30 Jul 2005

kecia and i recently got back from our local compusa store pretty frustrated. due to insanely bad customer service, we decided to get the products elsewhere and let them know about it. i sent the following letter to compusa via their website customer service feedback form. i’m going to follow up with this and make sure the manager there is dealt with:

At approximately 4:30PM, July 30, 2005, you lost a $1659.97 sale due to negligence and bad customer service. I’ll explain: My wife and I were browsing your store and already had the following items in hand:

Lacie d2 16x External USB/Firewire DVDRW Drive – $159.99
WD 80GB Hard Drive – $99.99

We were looking at purchasing the following video card which was locked in a cabinet:

ATI Radeon X800XL AGP – $250.00

After asking from assistance from a rep in the Technical Services dept, he immediately paged a “manager” to come unlock the cabinet. After 25-30 minutes of waiting (yes I timed it), and the gentlemen from Technical services exclaiming “he’s still not here???” a few times AND my wife asking 2 other associates, my patience was pretty much destroyed. My wife and I noticed a gentleman in a white CompUSA t-shirt walk past us several times (I counted 2, my wife said the same) without even acknowledging our presence. No “I’ll be with you in a minute” or “I apologize for being late, I’m busy, etc”.. nothing. So when we found out that HE was the manager who had been paged, we put our items back on the shelf and left the store. We will purchase them elsewhere. He then began to get an attitude with us saying that he’s the only manager on duty and he’ll help us NOW. Why should I care about that? I’ve been standing in the same spot for over 30 minutes waiting for him to put a key in a lock, turn it, and slide a glass door. Highly unacceptable.

So please note this and the manager on duty. If there were 2 of me each day that leaves out of frustration, that would cost you $3,319.94 a day, and $23,239.58 a week due to complete negligence. I have been a loyal customer for many years now and am saddened that I have to leave your store, but enough is enough. There are too many other options available to go through this kind of nonsense. I had also planned on picking up a new Sony Vaio RB44G Minitower ($1,149.99) from the same store, but I will order my products online instead. Do you really think this kinda of behavior is worth $1,211,778.10 a year? I know I don’t.

braytek, compusa

Post written by Bwana

Patrick

I agree that you had every right to be angry about waiting. However, this does not mean that CompUSA sucks. You go on and say that if 2 people left a day that were customers like yourself, CompUSA would lose a million dollars. That is very doubtfull, but even if it did happen, who cares? Have you ever seen http://www.bestbuysux.org ? Its filled with thousands of people who hate Best Buy. EVERY retail stores have flaws, and EVERY retail stores have people that have ‘horror’ stories and that will complain about them until nobody will listen anymore.
Patrick

I agree that you had every right to be angry about waiting. However, this does not mean that CompUSA sucks. You go on and say that if 2 people left a day that were customers like yourself, CompUSA would lose a million dollars. That is very doubtfull, but even if it did happen, who cares? Have you ever seen http://www.bestbuysux.org ? Its filled with thousands of people who hate Best Buy. EVERY retail stores have flaws, and EVERY retail stores have people that have ‘horror’ stories and that will complain about them until nobody will listen anymore.
Bwana

Sounds like you’re saying no one should complain when a company fails at customer service. If you want to take that stance, be my guest, but I don’t let them get away with it that easily. I threw those numbers in there to make a point. Customer dissatisfaction will cost you money. The people I emailed that letter to care about money. Nuff said. 2 people a day is a low estimate. Companies should hope to only have 2 unsatisfied customers a day.

Given that I’ve been to about 40 CompUSA’s across the nation (Yes I travel a lot) and a majority of them gave me the same level of customer service, I can say that it is my opinion that CompUSA sucks, which is what you just read. If consumers don’t provide feedback to service such as this, it’ll make it worse for everyone else. This was a build up of bad experiences across multiple stores, not an isolated incident. Up until this, I didn’t complain, but I decided to do so in this case.

Oh and regarding Best Buy, I much prefer them over CompUSA because I get better service. Circuit City does a great job as well. They’re getting my money and not CompUSA. My opinion stands.
Bwana

Sounds like you’re saying no one should complain when a company fails at customer service. If you want to take that stance, be my guest, but I don’t let them get away with it that easily. I threw those numbers in there to make a point. Customer dissatisfaction will cost you money. The people I emailed that letter to care about money. Nuff said. 2 people a day is a low estimate. Companies should hope to only have 2 unsatisfied customers a day.

Given that I’ve been to about 40 CompUSA’s across the nation (Yes I travel a lot) and a majority of them gave me the same level of customer service, I can say that it is my opinion that CompUSA sucks, which is what you just read. If consumers don’t provide feedback to service such as this, it’ll make it worse for everyone else. This was a build up of bad experiences across multiple stores, not an isolated incident. Up until this, I didn’t complain, but I decided to do so in this case.

Oh and regarding Best Buy, I much prefer them over CompUSA because I get better service. Circuit City does a great job as well. They’re getting my money and not CompUSA. My opinion stands.
Bwana

Consistent poor service in my book is grounds for me shopping elsewhere. Like I said earlier, this wasn’t the first time. This was the straw that broke the camel’s back. Sorr if you don’t understand that.

As for poor service elsewhere, you bet I have put up with bad service. You don’t know (and you can’t know) how patient a person I am. Did I tell you that I had to call an Apple representative to come to a CompUSA store and plead my case because the manager wouldn’t take a dead G4 tower back? I waited for 3 hours. The manager thought I had switched parts or was trying to shaft him on a $4,000 machine. I went back to CompUSA the next week and bought two NICs and a keyboard. This was back in 2001. That’s just a tiny portion of what CompUSA has put me through. Enough is enough. No more business.

Best Buy and Circuit City are reaping the benefits of this and I’m a happy customer.
Bwana

Consistent poor service in my book is grounds for me shopping elsewhere. Like I said earlier, this wasn’t the first time. This was the straw that broke the camel’s back. Sorr if you don’t understand that.

As for poor service elsewhere, you bet I have put up with bad service. You don’t know (and you can’t know) how patient a person I am. Did I tell you that I had to call an Apple representative to come to a CompUSA store and plead my case because the manager wouldn’t take a dead G4 tower back? I waited for 3 hours. The manager thought I had switched parts or was trying to shaft him on a $4,000 machine. I went back to CompUSA the next week and bought two NICs and a keyboard. This was back in 2001. That’s just a tiny portion of what CompUSA has put me through. Enough is enough. No more business.

Best Buy and Circuit City are reaping the benefits of this and I’m a happy customer.
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Tiffany

Compusa sucks. I was a rep there for a while and they treat their customers like crap. The managers and associates are always on smoke breaks or looking up porn or myspace on the internet. They piss customers off on purpose by pitching tap to them until they get pissed and leave the store. The return policy sucks. They charge customer the restocking fee even if they sold an opened product. They are awful. Someone should do the world a favor and shut these skanks down. They are all losers.
Tiffany

Compusa sucks. I was a rep there for a while and they treat their customers like crap. The managers and associates are always on smoke breaks or looking up porn or myspace on the internet. They piss customers off on purpose by pitching tap to them until they get pissed and leave the store. The return policy sucks. They charge customer the restocking fee even if they sold an opened product. They are awful. Someone should do the world a favor and shut these skanks down. They are all losers.
Phil Talley

Tipical USA today it does not surprize me at all but I can undrstand your frustration but at the same time I blame these large companies from trying to do more with less and the way they feel if they all follow thepattern of service ou have no option butto buy it if you wnt it because they all seem to have the same problem.
Phil Talley

Tipical USA today it does not surprize me at all but I can undrstand your frustration but at the same time I blame these large companies from trying to do more with less and the way they feel if they all follow thepattern of service ou have no option butto buy it if you wnt it because they all seem to have the same problem.
Serge

I bought online refurbished 22” monitor View Sonic VX2235wm from CompUSA website. When it came home then I find out that it have dead pixel (always bright cyan pixel on the left upper corner of the screen). Obviously it is very irritating defect and I tried to return the monitor to the store in order to exchange it or refund..
Later I find out from some workers of the CompUSA that they intentionally sell everything that is defective on the internet in order to save the money and do not return it to the manufacturer.
So somebody returned defective monitor with dead pixels ( 1 pixel that constantly blinking in the left upper corner of the screen) and CompUSA sold it to me.
Customer support manager John Huggins in the Dallas (Plano) TX store of CompUSA immediately say that View Sonic do not consider 1 dead pixel as a defect at all even without looking at it.. etc. They refused to return the money even with restocking fee or exchange it! Don’t buy anything refurbished from CompUSA! It is cheating! Customer service trained to refuse you by any means. Better bye stuff in Fry’s Electronics or just Wal-Mart, they are not perfect, but I never got problems like that in theirs stores.

CompUSA Order: WB4079542 Order Date: 11/1/2007 4:32:48 PM
Total: $216.49
Serge

I bought online refurbished 22” monitor View Sonic VX2235wm from CompUSA website. When it came home then I find out that it have dead pixel (always bright cyan pixel on the left upper corner of the screen). Obviously it is very irritating defect and I tried to return the monitor to the store in order to exchange it or refund..
Later I find out from some workers of the CompUSA that they intentionally sell everything that is defective on the internet in order to save the money and do not return it to the manufacturer.
So somebody returned defective monitor with dead pixels ( 1 pixel that constantly blinking in the left upper corner of the screen) and CompUSA sold it to me.
Customer support manager John Huggins in the Dallas (Plano) TX store of CompUSA immediately say that View Sonic do not consider 1 dead pixel as a defect at all even without looking at it.. etc. They refused to return the money even with restocking fee or exchange it! Don’t buy anything refurbished from CompUSA! It is cheating! Customer service trained to refuse you by any means. Better bye stuff in Fry’s Electronics or just Wal-Mart, they are not perfect, but I never got problems like that in theirs stores.

CompUSA Order: WB4079542 Order Date: 11/1/2007 4:32:48 PM
Total: $216.49