Question:
Compusa warranty trouble
Has anyone else had extended warranty experience with Compusa similar to mine?
On 6-15-02 I bought a Tohsiba 5105 S607 notebook (P4-M 1.7 GHz, 1200x1600 screen resolution), for $2,300 plus tax, and a Compusa extended warranty for $350--two year term from date of purchase.
18 months later, 1-3-04, I returned the machine to Compusa for repairs. 7 weeks passed and the store service manager offered a Sony Vaio FRV26 to replace my Toshiba. I declined because the Sony had only a desktop processor and 1024x768 screen resolution.
Another week passed. On 2-26-04 and the service manager offered a "refurbished" S607 or $750 cash.
I'm under pressure after 8 full weeks without my computer but I hesitate to agree to accept someone else's used computer, sight unseen, with an uncertain delivery date. I haven't found a notebook like the Toshiba for $750.
Is this story unusual or common with Compusa?
Charlie
P.S. My Toshiba had a bad power supply (I bought a replacement), a poorly functioning space bar key (I lived with it), a broken center mouse pad button, a CD RW drive that wouldn't work with RW CDs, and video trouble that is probably a Nividia video card problem.
Answer:
Charlie, what are the terms of agreement on the warranty you bought? 7 weeks is ridiculous to take to fix a notebook, surely there should have been some guarantee on giving you a temporary replacement while the notebook was to be fixed? If you could outline exactly what the warranty says your rights then maybe we could pass better judgment -- I know in the case of BestBuy they'll usually just give you a new replacement for when you buy one of their $300+ 3-year warranty so sounds to me like you're getting jerked around here, but I don't know exactly how CompUSA writes up their warranty's.
Answer:
Here is some language from my compusa warranty,
"If the plan administrator determines that Your product must be replaced, the Administrator will replace Your comvered product with a new or refurbished product of like kind and quality. The price of the replacement product shall not exceed the retail purchase price of the original covered product. If the Administrator elects to replace your covered product and a replacement product, as described above, is not avialable, Administrator will pay you a cash settlement. The amount of the cash settlement shall not exceed the current retail cost of a replacement product of like kind and quality and, such retail cost shall not exceed the retail purchase price you paid for the original covered product."
"In no event shall the Administrator's obligation to administer claims extend beyond the term of coverage commencing on the date of product purchase."
A person at the Compusa corporate office insists that there is no time limit to resolve a warranty claim. The same person told me there is no one I can appeal to except the store service manager and he gets approval for offers made to me by a warranty department outside the store. My warranty runs out in June. tick tick tick
Why wait 8 weeks to offer a refurbished computer. If refurbished has been avialable why not parts to fix my machine?
The $750 cash offer might buy a used 5105 S607 on ebay. Is this the definition of "refurbished"? In the mean time I am treated like I have no say in the matter and that is the way it is shaping up.
Charlie
"There's a sucker born every minute." P.T. Barnum
Answer:
I can't say that I often hear of good things coming out of extended warranties purchased outside of the manufacturer. They are unfortunately correct in saying there is no "time frame" for the resolution, which is rediculous. However; look around the legalize for wording such as "reasonable amount of time" etc. as if you find anything of that nature you can have something to stand on.
Also, you can appeal to a lawyer, or at least bluff that you are. What they are doing would not hold up well in court and they know that.
The only warranties that I KNOW for a fact work (based on personal experience) are the manufacturer supplied extended warranties or Best Buy's. I like Best Buy's especially because they cover the battery for the duration of the plan, I always use at least ONE battery up in three years. [;)]
Hope that works out man. They have no right to do this.
Answer:
I've found a message board where compusa employees post messages to each other. The messages about the "TAP" and warranties are revealing.
http://pub150.ezboard.com/fcompusaemployeeforumsfrm2.showMessage?topicID=33.topic
http://pub150.ezboard.com/fcompusaemployeeforumsfrm2?page=1
http://www.greenspun.com/bboard/q-and-a-fetch-msg.tcl?msg_id=000GwD
It appears the so-called TAP plans (extended warranties) are a make or break source of Compusa profits and salesmen are put under do-or-die pressure to sell them. (I remember that pressure.) It is just as likely that similar pressures are put on in-store service managers, and everyone in customer service, to minimize the cost of honoring warranties. (Virtually all my communications with Compusa customer service people have felt akward. Now I believe I understand why.)
If my assessment is correct, satisfying me gets someone at Compusa in trouble with upper management.
Charlie
Caveat emptor
Answer:
If my assessment is correct, satisfying me gets someone at Compusa in trouble with upper management.
[:0] Thats what it seems like!
Answer:
Charlie,
If you feel that you aren't being treated fairly, then you should write to CompUSA's corporate headquarters and explain in detail your entire situation, from the problems you've experienced with your Toshiba to the way with which you've been dealt by the store service manager. To make sure that they don't ignore you, write an e-mail to AND call the headquarters 4 or 5 days after you send your letter.
At the same time, do the exact same thing with Customer Service. The letter, especially in the case of HQ, is the most important. In all you communications with CompUSA, make sure that you express how very disappointed you are with them (but do it a sad way rather than an angry manner) and how you've feel let down by them. Say that you trusted them but now this experience has really placed that trust in doubt. The bottom line is to make them feel guilty - HQ is most vulnerable to this tactic.
If possible, with your letter you should include as many copies of purchases you've made at CompUSA as possible. Doing so will demonstrate your "loyalty" to them. Don't hesitate to mention Best Buy, Fry's Electronics, Circuit City, and Staples, for example, as CompUSA competitors to which you'll have to *reluctantly* turn if your case isn't resolved in a reasonable fashion.
You might also want to write to CompUSA's CEO and your local store's general manager.
Regardless of what you do, good luck with your situation and I hope the service manager comes to his senses.
Answer:
I worked for a stretch as a manufacturer's sales rep at a local CompUSA. My experience has led me to the following conclusions:
Never believe anything told to you by a CompUSA salesperson.
Never purchase an extended warranty from CompUSA.
Never bring a computer into CompUSA for service.
Answer:
[:0]
Answer:
This is the 9th week since turning in my Toshiba notebook for repairs under a Compusa extended warranty. After 7 weeks was informed the machine would not be repaired. I was offered a replacement notebook that's not like-kind-and-quality, then a "refurbished" notebook that is arguably not repairable, then $750 cash, not enough to replace my machine with like kind and quality.
My warranty agreement says: "Obligor will assist you in understanding your...Plan benefits from the day you purchase the Plan." I went looking for this and was passed around to three departments, including the warranty department without finding anyone who could do this.
In another look at the warranty I notice that the "obligor" is not Compusa after all but a company called Voyager Service Programs, Inc. located in Fort Worth Texas. Fort Worth directory assistance does not have a phone listing for Voyager Service Programs, Inc.
I'm told the store general manager will call me in the next 48 hours.
Charlie
Compusa warranty booklet http://www.compusa.com/media/tap_terms.pdf