Computer Hardware - Compaq trouble with PC repair by Compaq

Complaints.com received the following e-message on July 12, 2001:

From:

RE: compaq

July 12, 2001 To Whom It May Concern: We have never written a letter of this kind before, so I urge you to

please read it in it’s entirety. On June 6th, 2001 we purchased our 6th

Compaq computer in 5 years. We have purchased 4 for our home and

business and 2 for our parents. We have been extremely happy with the

quality and value of Compaq computers as we would also recommend them to

many of our business affiliates. It wasn’t long after our purchase that our cd-rom drive and cd-rewrite

drive both failed. After contacting tech support they said that the

computer needed service. They said a box would be mailed to our

business and it would be a 5 day turn around time. Our computer is the

most vital tool we have in our business and we use it 70-80 times a day

looking up customer information, etc. Since it took 2 days to transfer all of our data into our new computer

(we proudly gave our 2 year old Compaq to our manager) we figured that

we could wait the extra 3 days (5 total days for turn around time) and

get it serviced by Compaq rather than return it to the store of purchase

which was Circuit City. June 27th: We received the box from Compaq and mailed it back on June

27th, 2001. Compaq repair center received the computer on June 29th two

days later. July 5th: After hearing nothing by Thursday July 5th we called Compaq

to check on the status. We were told their computers were down. They

took our information and said they would contact us by the end of the

business day with status on our order. We never heard from them. July 7th: After receiving no call on Thursday or Friday we attempted to

call Compaq again on Saturday July 7th. The first time after holding

for 10-12 minutes they said to call another 800#. Again from our office

(busy office) we called the other 800# and after another great length of

time we were told to go to: www. Compaqordercenter.com/status to check

our order. We did and there was no record of our serial number, case

number, name or phone number. We called back a third time and we were

finally told to contact the repair center which was closed until Monday. July 9th: It has now been 13 total days since we sent our computer

back. It was very hard at our busy office looking up all records by

hand. We spent at least one hour every day hand pulling files on

customers, purchases, etc. This was 8 days past our stated “5 day turn

around time.” When I called the repair center on Monday morning the lady I was talking

to could not find our case number 20-0620615094, which was given by the

person who said we need to send our computer back. We told her how it

has now been 13 days since we sent the computer. I asked what she could

do. She said they could do nothing else other than what they were

doing. After talking for about 12 minutes I asked to speak with a

supervisor. She said “I am the supervisor.” I asked again what she

could do to help like call me when it ships. She said they could not do

that. So I asked who was above her that I could talk to. She said “No

one, I am the supervisor.” Then I asked her name and she hung up on

me. My tone of voice was calm for the conversation. I was very shocked

that I was hung up on. I immediately called back and asked who the supervisor was and I was

told it was Bob McPharland. I asked to speak to Mr. McPharland. When

he got on the phone he explained that the unit was not checked in

correctly and it was “put on hold.” I asked “why,” and he didn’t have

an answer other than the case number was not valid. He gave me a new

case number 17438604 and said they would start working on it today.

That was July 9th. July 10th: We called the morning of July 10th to get and update and a

Carlysa said the unit was shipped and gave me a tracking number of

#66287138072. I was very relieved we were about to receive our

computer. July 12: On July 12th I used the tracking number to find that our

package was delivered, but to White Plains, NY (we live in Stuart, FL).

I called Airborne Express and they said this was the correct address. I immediately called the repair center and spoke to Twania. I gave her

our case number and she said the computer was still at their repair

facility. Not only was I given a wrong tracking number, but they had

NOT EVEN STARTED working on my computer. It has now been 16 days since

we sent our computer back. Far from the “5 day turn around.” I asked

to speak to the supervisor Bob McPharland and she said he would call me

back in 5-10 mins. An hour later Mr. McPharland called me back. He remembered speaking to

me on Monday and didn’t know why they didn’t start working on this

computer. He simply explained again how the computer had no valid case

number so it was put on hold. He said he would put a rush on it . . .

just like he did on Monday 4 days ago. I asked if I could speak to his manager and he said no. I asked his

managers name and he said it was private, he could not tell me. I said

so you are not allowed to give your managers name? He said that’s

correct. Then I asked for the Compaq Customer service number and he

said he didn’t know that number. I said your are the Supervisor of the

repair department and you don’t know the customer service number? He

said that’s correct. I said to please have your manager call me and he

said he would call to elevate this to the next level and have them call

me if they could. This is where it currently stands. After 16 days the computer has not

even been looked at yet. Very very far from the 5 day turn around

time! In addition we have our business payroll tax due in 2 days and

our sales tax payment due in 8 days. These records are on our

computer. According to the technician our computer would be back by

July 1st. If not, we would have simply returned the computer to

Circuit City (who said they would return it). I hope you can see why we are so concerned with the quality of service

with Compaq. We would like to continue purchasing Compaq computers, but

find it hard with this current situation. We would very much appreciate

a solution to this matter. Sincerely a good Compaq customer, Jarred Fenlason, Pres.

Approved Maytag