Computer Hardware - Compaq poor customer service with defective monitor on new system purchase

3 for April 28, 2001

Complaints.com received the following e-message on April 27, 2001:

From: Ann Arington [Email User]

RE: Monitor

Sirs:

I recently purchased a Compaq system. It included the PC, Monitor & Printer. When I got

the system home, the monitor did not work properly. One of the prongs is bent and it has a

bad connection. The screen is red and black and I can not use it. I immediately contacted

tech support who said they would send a new monitor. That was three weeks ago. After the first week I called them and was told I was to have sent a fax with a copy of the receipt. I was not told this on the phone the first time I called. The gentleman that helped me at that time said he saw on his computer that it was still under warranty and they would send one out right away. Of course that was on a Thursday and they don't mail anything on weekends. It would go out on Monday. When asked why it would not be shipped FedEx or UPS he told me "It is not high priority". Excuse me, but I paid $1600 for a system that I can not use. After a week of not getting this monitor, I again phone today. Today the reason is that someone doesn't know that Nebraska uses the abbreviation of NE - not NB. Of course, they can not mail this monitor today because it is Friday. Please explain to me why they can not UPS or FedEx this monitor. Since this matter has taken so long to resolve I will not be entitled to my rebates, which was

one the reasons I bought this system to begin with . I have always had Compaq products before and have been pleased with service etc. I can not say that now. This will probably be the last Compaq product I ever buy. I keep reading that Compaq sales are down. Could this possibly be the reason why? Anna Arington