To: CyberPagan@OutoftheDark.com
From: Don Hall <drhall@iglou.com>
Subject: KENTUCKY COMPUSA SUCKS!
Date: Wed, 27 Aug 2003 13:49:09 -0400

August 27, 2003


Mr. Hal Compton, CEO
CompUSA
14951 North Dallas Pkwy.
Dallas, Texas,  75254        

Re: Return Store 349        


Mr. Compton,

What a sorry situation to be in,  facing a restocking fee on a $29 item, and having spent about $6k in last seven months.

                   Story Follows:

CompUSA: Sorry, we must charge you a restocking fee.

Don Hall: Nope, I want my money back.

Manager Called: Sorry, this doesn’t even fit an Apple anyway.

Don Hall: Look, I have purchased an IMAC, plus Warranty, an EMAC, plus Warranty and spend good amount of money here and you tell me you are going to charge me a restocking fee?

Manager Asst.: Wait a minute, you can’t talk to her like that!

Don Hall: I have spent too much time in here over this, make me happy and give my money back.

Asst.Mgr. Mike Weir? – Listen Partner, I have many customers who spend that much in here and we aren’t going to refund your
Money. You can call our General Mgr.

Goes for card. Don Hall leaves – contacts Apple and CompUSA.

What’s wrong here. Training and Commonsense are missing from this scenario.  The Customer is wound up and you send in some gasoline for the fire – call him,  “Partner?????”

That’s really stupid or bad business acumen, however you care to see it.

A manager should exercise discretion and call the irate customer out of store area to discuss the situation. Friendly like.

Anybody with half a brain, would want to keep a good client, not alienate them over a charge, that by now is hotly disputed.

Ever hear of Manager Discretion, take a hit, swallow the whole dollar or two, rather than not only lose a customer – plus– piss him off as well!

By now, this is way beyond CompUSA training or understanding, lost customers means losing entire business accounts eventually.

Your own Kevin Hain said it best, “I really apologize, What Else Would You Have Me Do?”

Mr. Compton your organization is in dire need of a wake-up call.

Use of CommonSense is lacking in your company.

Goodbye. Oh yeah, I want my Warranty Money Refunded.
Why do business with CompUSA? No reason I can think of.


                     Don Hall
                                     Director
            Bear Creek Research






Don Hall
Bear Creek Research
A Kentucky 501(c)(3)Non Profit Corporation
Lexington, Ky  40515