Stores, Computer - American TV, Madison, WI poor service with Compaq computer problem

9 for April 4, 2001

Bad Modem

Compaq

From: Robert Holzapfel Email User

Date: Tuesday, April 03, 2001 01:37 PM Sent To: Email User 4/3/2001 1:37:41 PM In April of 2000, I bought a compaq computer from American T.V. on the east side of Madison, WI. I started having problems from day one with my internet booting me. Sometimes I could stay on-line for hours, and others, 5 minutes. I called my ISP provider many times about this, and they thought maybe I had a bad modem. One of the ladies from my ISP litterely came to my home to check all my settings for connection to them, and upon connecting noticed that it had trouble dialing up.

After several attemps, it dialed up, and I was connected. She told me that my modem was bad and that since it was under warranty I should take it in and have the problem fixed, Have my phone line checked for static and other noises, and try an external modem if I could. I have two computers, a realy old one, and this one. The old one is used by my children, and has an external modem. I hooked up the external modem and tried that, it worked fine, and I used it for one month. I took the computer back to American T.V. on or about Dec. 1st. After about a week waiting, I got a call that the computer was ready for pick-up. When I arrived to pik it up, they had replaced my keyboard, but claimed nothing wrong with the modem. I told the person at the counter that "well, it will be back cuz it is bad". I took the computer home and tried to connect, I had the same problems. I called my internet provider, and e-mailed both compaq and American T.V. My ISP responded and so did compaq, Amercian never did. I dealt with the computer for some time, tried the external again, and it was fine. I called my local phone company to have the line inspected, and they did this at no cost to me. The line was found clear, so I decided that I had to take it in again to have it fixed. On or about 15 January 2001, I took the computer back. The same guy that was there when I picked it up was there when I dropped it off. He said, "back again?" I said, "hell ya, I told you I would be". He put on the sevice request that I was very upset and wanted the modem replaced. Later in the week, I got a call from American service tecnition (Arron) that my computer was ready and there was nothing wrong with it. I said there has to be and explained that I used an external modem, had phone line checked, and my ISP personally checked my settings.

He got very upset as if I was telling him he did not know his job, and completly flew off the handle and was cussing at me. That got neither one of us anywhere, so I ended the conversation telling him I would come pick it up and get a second opinion. I picked up the computer, and hooked it up, it did not work, no suprises to me. I took the computer in to my ISP to have them look at it in early March. They found that the computer needed to hav ethe hard drive re-formatted, load WIN 98SE, replace modem. Legally, WIN 98SE, if installed on your computer should come with the computer, mine did not. I had to purchase that. Total cost of the repair, $316.50, and I still have to get anti-virus software, microsoft works and it's sister programs, and everything was wipped off the hard drive. I contacted American T.V. with what had gone on, and they are atimate about not paying for this repair. I contaced there relations personel, and got Jenny. She e-mailed me several times, and we talked on the phone. She claimed that she had a problem with her Compaq, and tried 9 different servers befor she took hers in and found out her modem was bad, so she understood my pain. At this point, I thought I had someone at there store in my corner willing to help me, but she has not responded since about March 23rd. I can only believe that American T.V. figures that I will not try to persue this any further due to cost, but I have to, it is not fair or right that i eat this cost. Also, I must say that there personel obviously do not care about there present customers, but more worried about getting new customers. I will report back to this site with more as it transpires. If you have had any of the same problem, please let me know. Send any information to the e-mail address above

---THANKS