Compaq! What a NIGHTMARE!

[crazytimes]

Too hard to explain! I will just post the letter I sent to them! In a nutshell they sent me a computer with a defective hard drive and then turned around and CHARGED ME FOR THE REPLACEMENT HARD DRIVE and are now claiming that it was a valid charge. I am currently fighting this $300 charge.


December 2, 2003
RE: HP/Citibank Credit Card Dispute
TO WHOM IT MAY CONCERN:

I ordered a refurbished computer on Monday, September 22nd. It arrived on Tuesday, September 23rd. It did not work and after calling customer service, where I was on hold for nearly 40 minutes, I was informed that the hard drive was defective and a new one would be sent to me.

My credit card number was requested for collateral and I was told that if HP did not receive the defective hardware within 15 days my credit card would be charged.

I was pleased that I would be getting a new hard drive and on Wednesday, September 24th I received the new hard drive on, installed it and arranged for FedEX to pick up the defective hardware. The defective hardware was sent back to HP and according to FexEX documents it was delivered on October 7th which was not later than the 15 days I was told I had.

My pleasure quickly changed to frustration and confusion as I checked my credit card statement online on Sunday, September 27th and noticed a charge from HP! I was furious as this charge not only because it put me over my credit limit, but that it was made the day after I called customer service, when I had been clearly told that I had 15 days to return the defective hardware or I would be charged.

I immediately called customer service. I attempted calling a service number printed on the computer box (208.4PC.HELP) yet it rang and rang but nothing happened. I then called the customer service number (800.OK.COMPAQ), made my way through menu after menu of choices and finally was on hold for 55 minutes only to be somehow disconnected. I called a few other numbers but was simply forwarded to other numbers. Two and a half hours and many phone calls later I finally gave up and called Citibank to dispute the charge.

Unlike Compaq, a customer service agent quickly answered my call and proceeded to help me with the process of disputing the charge.

I am absolutely disgusted with Compaq. I was disappointed that I received a defective hard drive in the first place, since their website claims that refurbished products go through “vigorous testing.” Apparently not. I am also very angry at Compaq’s customer service department, or rather their lack of customer service. I have never spent so much time on hold (with the worst hold music as well). The fact that I called multiple times without even being able to speak to a single person is ridiculous.

I understand that Compaq offers customer service by e-mail, but I do not like customer service by e-mail. I’m sorry but if I spend nearly $700 on a product, I would like to talk to an actual person and try. And past experiences with this “online customer service” have not proved to be very helpful.

You can rest assured that I will not be purchasing any Compaq products in the future nor would I ever recommend them to any of my friends or family.

Thank you for taking time to read this letter. I would appreciate and am requesting a reply. Considering the trouble I have gone through, I feel that this is the least you could do.

[xadianx]

*hugs* damn u compaq!