compusa - you guys really suck

July 30, 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