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Serwaa of Bronx, NY, writes (5/16/01):
I purchased a Compaq computer December 31, 1999 which included a monitor, printer, speakers, keyboard and tower. Before the year had ended I began having problems with both the monitor and the tower, which had to be serviced several times on the phone and twice by a technician. I recently had some graphic problems with the computer again and was told to send it to a workshop by Compaq, it was of no cost to me due to the fact that I had extended my warranty for another two years.
After a month and half I was informed that I could pick up the tower and that all the test taken on the tower were passed. So I hooked the tower back up with the monitor and I still had no graphics. That was when I was informed that it must be the monitor but that I had no warranty on the monitor and that compaq would not cover any cost.
Worst of all Compaq also informed me that I may have to replace the monitor and there was nothing they could do. I have since purchased another monitor but I feel as if I have been cheated. The whole situation has been one of frustration.
Hilda of Somerdale, NJ (4/6/01):
I bought my computer -- 5000 series, Model MV740-PC -- on 9/00. It is freezing and I have been unable to fully connect to the Internet. I have sent e-mail and made numerous calls to the customer service dept for Compaq; the solution they have given me is doing a quick restart. They tell me that it's different things that could be wrong and restart the computer again. It doesn't seem to solve the problem. A technician has been to my house 3 times. The first time he replaced the memory but it wasn't working and has yet to return with the replacement. This is what was said to be the problem. The 2nd time was to replace the motherboard, the first time the technician came out - said he was given the wrong one and had to come back and the third time about more than one week to replace it.
I also want to report that I bought extra warranty with Best Buy and I have yet to receive any type of assistance they tell me to take it up with Compaq. Also the speakers do not work. I have this computer financed with Best Buy and I will stop making payments on the Store Credit Card. I am also contemplating the idea of getting legal representation. I want to return the computer, want the balance removed from the Credit card and wish not to deal with either company ever again.
Hilda should not stop making payments. She can, however, sue Compaq and Circuit City in Small Claims Court for the purchase price and any associated expenses.
Mia of New York, NY (3/26/01):
Had repairs done 12-00. Computer came back unable to access AOL, and message keeps coming up, saying conflict with motherboard. Numerous calls, certified letters. Executive Pam Williams was to contact me, never did. More calls and e-mails were sent repeatedly, no response. I finally took computer to CompUSA, and they replaced PCI card (cost $189), which was missing on return from Compaq. It still does not work properly.
Robert of Orting, WA (11/2/00):
We got a new Compaq 5461 computer on 11/30/99. It had problems from the start. Here is the repair record:
- In repair shop 12/16/99 - back 1/7/00
- In repair shop 5/28/00 - back 6/3/00
- In repair shop 7/11/00 - back 7/21/00
- In repair shop 8/29/00 - back 10/26/00
From 11/30/99 to 10/26/00 it has been in repair 331 days. Tandy techician (Compaq's repair service) has been in contact with us. They put in 2 hard drives, 4 motherboards 6 "main logic boards". After it came back the last time it still doesn't work.
It is usable, but it has problems that make it very frustrating to use, the main thing being slow, sticky mouse pointer, difficulty getting on web. We have just contacted Mr. Michael Capella at Compaq Corp. and are waiting for a reply. We had been in touch earlier with a rep. from the Texas corp. but what he told us to do over the phone was of no help.
We have a small business and this makes it very hard with a computer we have only part of the time, and they never seem to be able to fix it. Maybe this message to you is premature, since I need to hear from Mr Capella, but I have doubts that I will, or that it will bring results. Thanks for any help you can give.
Well, lots of computers are slow and have trouble getting on the Web. If this is a typical Compaq, it has about 16 mb of RAM and is loaded down with Norton Utilities and lots of other "accessories." Before papering the courts, Robert might want to add some RAM and unload some of the programs that automatically load on start-up. If he doesn't know how to do this, he should be able to find a local guru who could help. There may be a hardware problem as well but more memory and fewer accessories never hurt anyone.
Timothy
of Torrington, CT, writes:
I purchased a Compaq computer in 11/99. In January 2000
the CD-ROM drive stopped working. I called the customer service
department (non-800 number that I had to pay for) and after
30 minutes, they confirmed the CD drive was broken. They said
that they would mail me a new CD drive that I could install
within 3-5 business days. After 7 business days, I had not received
the drive. I called Compaq to inquire on the status. The rep
told me the mailing was canceled. I asked why they didn't inform
me of the cancellation. The rep did not know why.
I asked how my computer was going to get fixed (now broken for
a month); they gave me the name and number of a service provider
in my area (Radio Shack), told me to take my computer there,
and they would repair it for free. I called the service provider
the next day and they told me that they were backed up and would
not even look at my computer for a minimum of three weeks. So,
by then I will have an inoperable computer for two out of the
four months I've owned it.
I called back Compaq customer service and demanded that my computer
be fixed in less time and that their service was unacceptable.
I tried to speak with a manager. They transferred my call 5
times, each time I was transferred to a "basic" rep (no manager)
who asked me the same questions each time, "May I have your
name, your model number, and your problem". By now I'm losing
my mind with frustration.
Finally, the last transfer lands me with a rep who says Compaq
will mail me a box to ship my CPU to Compaq to get fixed directly
(2 business days for the box to get to me and six business days
for Compaq to fix it. I spent fourteen hundred dollars on a
product that broke within two months. I'm entitled under warranty
to have the problem fixed. They're not fixing it.
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