Day 1: 07/27/2010 Ordered Computer online from CompUSA store in Altamonte Springs, FL. Really good deal, great machine and friendly staff. Order #: F2442494
Product details: Acer Aspire AX1200-B1792A PT.SAR0X.023 Refurbished Desktop PC - AMD Athlon 64 X2 4850e 2.5GHz, 4GB DDR2, 320GB HDD, DVDRW, Vista Home Premium 64-bit (S445-10051)
Order Total: $310.29
Est Delivery Date 07/30/2010 sometime.
Day 3 - Morning: 07/30/2010 UPS Tracking says the computer arrived in Altamonte early in the AM and went out for delivery @ 8:42 AM. Stoked that I am going to get my machine for the weekend.
Day 3 - Evening: I get home around 7:30 PM EST and there is no package and no missed delivery notice. I check online and it says delivery date rescheduled for monday, but no notes about a delivery attempt.
Day 6 - 08/02/2010 UPS Tracking info has no changed, after getting home from work still no missed delivery notice.
Day 7 - 08/03/2010 UPS Tracking info shows a rescheduled date, but still no updated notes so i called their customer service 800.742.5877 Option 0, Option 0. Spoke to a representative who looked over the tracking and apologized to me saying that when they see this it usually means the package was lost in transit. Told me i should contact the shipper and have them contact UPS to investigate the matter. So i did. I contacted 800.COMPUSA (266.7878) Option 3, Option 1 and spoke to an agent regarding my order number. They apologized for the inconvenience and said they would open an investigation that takes 8-10 business days and in the meantime since the product was over $250.00 they would ship a replacement and that if i received two, to kindly send the second back. I was told i would receive an email once the replacement shipped.
Day 8 - 08/04/2010 No email as of yet, noticed UPS tracking number no longer operational, so i called CompUSA again to ask for the email. They sent me a duplicate, which was an invoice and used the same order number, but no tracking number. I thought maybe it just hadn't shipped yet, hence no tracking number, I will wait a day and call again.
Day 10 - 08/06/2010 no updates... I called CompUSA again and spoke to a lady regarding my situation and order number and she said that a replacement was never ordered, that the item was out of stock and i was refunded as of 08/04/2010... I bought the computer on a GIFT CARD, so i asked how that works - i was told that my money would appear on the card 24-48 hours from refund date. I look online while i am talking to the agent and lo and behold, i see the SAME COMPUTER marked as available, yet their database says sold out. I do not think i am being unreasonable asking for the same computer as a replacement if the shipping company CompUSA chose to use lost my order. She gave me her extension 5168 and said she would reach out to a store that had 2 in stock. She then told me that since the card most likely would not have the money back on it i would need to pay for the computer using a different card... So i would need to spend over $600.00 for 1 computer leaving 300+ on a giftcard i could ONLY use at CompUSA for a product i bought that was lost in the mail!!!?? I asked if the card could just be charged or a hold placed on the computer or something. I was told to get the physical card and read off the number. I did not have it with me, so i went home on an early lunch, got the card (which i had saved) and attempted to contact the agent once again, she was busy with other customers so i was given to the credit department to resolve the gift card issue, this gentlemen's extension was 5818. He proceded to ask me four times for the number on the back of the card for verification of authenticity. He then said the money was not back on the card and that it takes 24-48 hours for the refund to go through, to which i replied that it was done on 08/04, today would be the 48 would it not? He said that the refund was processed after business hours on 08/04 so the refund would appear monday. I asked him if i could get a hold or somethign so my replacement of the product i have been trying to get this whole time, which is now limited quantity, could be shipped to me and he said that he could not help me and that i would simply have to wait... I then proceeded to ask why i was being penalized by CompUSA for a mistake the shipping company, UPS, made and he said i could attempt to go to the store i got the gift card from and see if they would honor it and order me a replacement online. I told him what the two previous reps said about it being marked as sold out, and he said he saw it and an identical product under a different item number as both in stock and available. Why did the previous reps lie then? Or was he lying to me to get me off the phone? He said to give him a call if the store accepted the gift card and he would attempt to expedite the order for me.
This is unbelievable! I am not asking for the world, just what i ordered, is that too much to ask? I will go to CompUSA after work and hopefully they will help me, I feel so betrayed. Not a good customer expeirence with CompUSA/TigerDirect so far, not good at all.
Went to the store and after speaking with Sales Rep Santiago Acosta and Warehouse Supervisor Corey I was informed they could not help me and that they could sell me a more expensive computer instead. They recommended I come back tomorrow to speak with the General Manager about my situation.
Day 11 - 08/07/2010 - went to the store and spoke with the General Manager Geoffrey Goetz, who appeared to want to help me. Appearences are deceiving as he said the only thing he could do was help me order a more expensive computer online since the one i ordered was sold out or he could knock $50.00 off a $600.00 computer that was the exact same model as the one i ordered because it was paired with a monitor. I do not need a monitor and asked if he could seperate them as they were open box anyway. He said he could not and that he sold both or none at all. After going around in circles and getting nowhere I got a refund and left - I am going to spend my money elsewhere to get the machine i need. Thanks for nothing CompUSA/Tiger Direct.
