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Date:
Sat, 27 Mar 1999 16:47:34 -0500
Elise
Moss
President
& CEO
Dear Sir, Recently I made the error of purchasing a Windows NT workstation from your firm. Let me explain why it was an error. When I
booted up the system, I found that the technician had failed to initialize
the RAS (Remote Access Service) so that I could be able to access the Internet.
My saga began at 4 PM in the afternoon.
"Call toll free 1-888-226-6772 to activate your free 30 day "New System Support" period. New CompUSA PC owners can call with any questions concerning installation and configuration of CompUSA PC factory-installed Operating System & Application software. " I called the number. After being on hold, I was told that this line is for Hardware only and was referred to 1-888-669-8324. Again, hold. This time I was told they did not provide support for systems ordered from CompUSA Direct. I was instructed to call 1-888-226-6772. This time, I got a Customer Representative who argued with me as to whether my system was really under warranty even though I had ordered on 3/3/99 and only received it on 3/8/99. She hung up on me. I redialed and was placed on hold again. Around 6 PM, a representative told me that I needed to call 1-800-336-9884. I dutifully dialed that number. This took me to my local CompUSA store, where I was informed that since I purchased my system through CompUSA Direct, they could not assist me. I was advised to call 1-888-226-6772. I dutifully called 1-888-226-6772. I asked to speak with a supervisor. I was hung up on. I re-dialed. I asked for a supervisor again. Again, I was disconnected. At 10:30 PM, I reached a gentleman who actually gave me his full name, Billy Petton, but did not provide me with an extension. He told me that CompUSA does not provide support for Windows NT and has no trained technicians who could help me. So, I called Microsoft. They told me that CompUSA signed a contract with Microsoft that states that CompUSA will provide free technical support for 30 days after purchase with any software sold with the hardware. Microsoft said they would be happy to help me, but they would charge me $95 and I shouldn't have to pay it since CompUSA was responsible for Technical Support. So, at 6 am the next morning I re-commenced my trek through CompUSA hell. A technician did attempt to reach me. He left his name - Scott. No phone number, no last name, no extension. When I tried to return his call, I was told there are 250 employees at the facility and there was no way they could locate who Scott was …nor was there any notation on my call log to help them track him down. At 4 PM that afternoon, I gave up and re-called Microsoft. Guess what? I got through to a Windows NT technician on the very first try. He was knowledgeable, helpful and pleasant. After being hung up on more than twenty times in the previous day, it was joyous. It turns out that I needed to re-install the Service Pack 4 on my system after changing my RAS settings in order for them to take effect. This is standard procedure for Windows NT. Unfortunately, CompUSA neglected to include that software. Even though I was told I would receive CDs for all installed software, CompUSA did not include that CD. I ordered it from Microsoft for $21. Unfortunately, there is a 6-week backlog. This means I won't be able to access the Internet from this workstation until I get this CD. Had CompUSA done what they were supposed to, I would be OK. Will I go back to tech support to complain? I don't think so. During the approximately ten hours I attempted to get support, I was hung up on more than twenty times. Every time I asked to speak to a supervisor, I was disconnected. Once a guy promised me that he would transfer me to a technician who really knew NT and could help me instead. I began to explain the problem to him. He didn't know what RAS stood for. Right then, I knew he couldn't help me and I immediately asked for a supervisor. Instant disconnect. Another technician I was transferred to didn't know that Windows NT was a software program. Not a single person was willing to give me a full name. Several were nervous about providing a first name. Nobody provided an extension. Now, when I get my charge bill, I will be disputing a portion of the charge. I will be deducting $95 for the Microsoft call (because CompUSA is legally responsible for providing Tech Support for the operating system) and $21 for the CD (CompUSA is legally responsible for providing all software installed with the hardware). Normally, I charge clients $45/hr for my time. That means by rights I should deduct an additional $450 from your bill for wasting my time. Did I
save $450 by buying through CompUSA? No. I might have saved
about $200, but once I tack on
Please consider this a formal dispute for the credit card charge and credit my account $116.00. If you had real character, you would credit it me the entire amount of $566. But, I'll just be happy never buying anything from you again and telling any friends and acquaintances not to attempt a purchase. Ironically, your sales people are efficient, eager and knowledgeable. Regards, Elise
Moss
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