On the other side of the battlefield..
Written: Nov 08 '05
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*These are the experiences from a customer/employee of CompUSA, and should be taken into account by your choice. Although I DO NOT shop online at this site--because I can't get my employee discount =)--, I work at customer service a lot and is required to use CompUSA.com very often to help customers. Again, this is my experience with the site and from what I know as a cashier. I do not represent the company. Hopefully this will clear a lot of doubts and misunderstanding, maybe not?*
I had read many negative comments about CompUSA. I will try to explain and clear the most common problems for customers. First, let me explain how the site works.
CompUSA: the good, the bad, and the ugly
Looking for electronics? Just go on search and put in whatever you want! However, the only big problem I always find is the search engine can be confusing. For example,
You are looking for a 8 MP digital camera. You typed "8 MP digital camera" in the search box. The page load up with a list of categories and other products. What does this mean? Does this mean the store doesn't have it?
Yes...and no. More like 99% No.
What I mean by 99% is, if you can't find it online, chances are the store doesn't sell it. However, if you looked for it in the store, it may be in stock. Weird huh? So my other suggestion is, online pick-up! I will explain that later. For now, if you choose to order through the site, then you are out of luck if you can't find that specific product.
When you do find something you like, you have two options: online pick-up or order it. If you order online, almost all products come with a Technology Replacement Plan aka TAP option located below the item. TAP is similar to a warranty except it is through CompUSA. For example,
You bought a webcam for $50 and a tap is available for 1 year $4.99 and 2 years $7.49. You chose the 2 years. After 6 months, the webcam became defective with reasons unknown. You contact the website and if I think is right, they will mail you an empty box so you can put the broken webcam in and then later you will receive a fixed or new webcam as replacement.
Remember, it is similar to a warranty except it abides to the company's rules. TAP are worth it for those customers who do not have a lot of money to spend if the item breaks passing the refund policy (explain later) and you need that item. Sometimes, unfortunately things can happen not in the company's control and the item become discontinued later on. If this happens, don't sweat! You will store credit for the item's price amount so you can buy something else. In summary, let me explain as much as I can about TAP:
1. TAP comes in differences prices depending on price range, amount of years, and what type of item. For example, a laptop comes in about...I think 4 different TAPs with different services and prices. And because the laptop is expensive (around $600 and up), expect TAP be a bit expensive too (around $100 or more). In addition, not all TAP replaces items. Cameras, for example, will not be replaced with a new one. However, it is repaired. But if you bought an ipod, TAP replaces whatever is not working with ipod such as headphones and battery life. Then there's also the Express Plan for Printers which only 2 years and requires mailing (even if you bought the printer in store). Please check with customer service for more details.
2. TAP "activates" after the 21 days refund policy. If the item does not work before that, and you changed your mind about the TAP, that can be refunded or placed into your billing account.
3. You CANNOT have your item replaced unless it is defective. If you smash, burn, spit, spill, and carelessly dropped the item, you are responsible.
4. (For in store only) If you forgot your receipt which contain the TAP, do not worry! You can always check with customer service by giving them your phone number or whatever information they need from you. Once you are registered, you are in the system! This may go the same with online, customer service can always check for you for any TAP you had bought. Make sure you remember the phone number you gave to the site or to the cashier.
5. (In store only) Like the receipt, you do not have to bring the whole box or contents if you are using TAP unless you wanted a refund. Just bring in the item that is not working i.e. a mouse from a keyboard bundle and we will exchange it for you.
6. As much as it seem that we employees love to bug you for warranties, we hate it. WE HATE IT except for some people...=P but the majority hate it with a passion. Selling it is VERY difficult, especially for us cashiers, we always get the 'leftovers'. Please remember, we are required to ask and to sell to meet our goal each month and we do NOT get commision of it as most believe. We only get maybe... a dollar for one big TAP? It sucks, I know. So don't snap on us if we keep harassing you. Our boss is watching.
7. More questions? Call 1-800-278-4685 ext. 4620 Mon. - Fri. (8 a.m.- 5 p.m. CT). They should be able to help you.
That is TAP in a nutshell, but can get a bit complicated depending on what you are buying. Make sure you get as much details as you can. If the site is not helpful, contact a local store at 1-800-COMPUSA option 8 for customer service. They will explain better. Again, trust me when I say this from someone who does a lot of returns: save yourself the trouble. Things can happen, especially for expensive things. If your item become defective and it is discontinued or past 21 days, you are on your own. Get the TAP to make sure you are covered.
After you make the purchase online, you may calculate shipping fees. I do not know much about their shipping rules, so this is what I found on their site:
"Domestic Shipping
All orders are shipped F.O.B. destination once credit is approved.
In an effort to deliver all products in a timely manner, your order may be fulfilled in multiple shipments. If any item in your order is delayed or back-ordered, we will ship the items when they become available. You may receive more than one shipment for each order.
Please Note: All orders are shipped Monday through Friday only during regular business hours. Sunday delivery not available. Overnight air shipping is not available for Saturday or Sunday delivery. Delivery time is from point of order fulfillment, not order placement.
The standard shipping method is ground shipping, which usually takes 3-5 business days.
Please Note: At this time we are unable to ship to APO/FPO or P.O. Box addresses.
For more detailed information on when you can expect your order to be delivered, click here.
Additional Options
During the check-out process, you may select a different shipping method.
Ground Delivery:
Three-to-five non-holiday business days for delivery.
Second Day Delivery:
Two non-holiday business days for delivery.
Next Day Delivery:
Orders must be received by 12 PM.
International Shipping
We will gladly ship internationally, unless shipments are restricted by manufacturer policy. To determine eligibility for international shipping, please e-mail us or call 800-278-4685 Ext. 2572 between 9 a.m. and 6 p.m. CT, Monday through Friday. We will promptly send an e-mail to you to both confirm your order and provide your shipping charges. Please remember that all customs clearing, duties and taxes are not included in the freight calculation and are the responsibility of the customer. Manufacturer's limited warranties for internationally shipped products may vary or be null and void.
(NOTE: Shipments that are not retrieved from customs are not covered by our insurance.)"
However, if you do an online pick-up, this is not necessary.
So what is an online pick-up? This is important for those who wants to have your item reserved. Understand that it does not mean you bought the item, the store 'held' it for you. After you put in your information and your card info, you will get an email when the item become instock. When this happens, at the store, customer service is immediately contacted through the system to go and get your item and hold it in the counter for you. Sometimes it may be delayed because we may be short staffed that day and it had become very busy. Otherwise, we will find and pick up the item for you and wait for your arrival. You can call to confirm if you wish, but most of the time the item is available. BUT--yes, there is a big BUT--there may be a confusion again within the system:
::True Story:: You did an online pick up for a wide screen tv. The email confirm it is instock. Problem? It is not. The system is stupid. It does not know the difference between defective and nondefective. So although it had said it is instock, when customer service confirm it in the system, it truly is not unless you wanted a demo or defective item.
So double-check. Most of the time it'll work out fine. Remember not all items can be online pick-up, such as items cannot be sold in stores. In addition, although you had put in your credit card info, do not worry! It did not charge your card. It was only to confirm. You still have to pay the cashier when you arrive.
Some items come in rebates. Rebates is something people will love to hate or hate to love. For me, I never had problems with a rebate before. To clear confusion, I will explain how it works:
1. For those who never had rebates, it is like a form you filled out to get your money back. But like all things in confusion, you have to pay the total amount first! Oy, a lot of customers do not get this...=P
2. Not all items have rebates. On the site, it will tell you have. Please do not jump straight to the big red marked price before reading the details! To get that wonderful discounted price, you first have to pay the total and read how you can get your rebates. I had seen rebates ranging from $4 to $200. Read, read, read!
NOTE ::In store only:: Please tell the cashiers if you are expecting a rebate BEFORE the transaction starts. As much as we want to help you, we can't help you if you can't help us. We don't magically make rebates, and we don't magically know if that item will come with a rebate. Ask us. We will look it up. Stop being a jerk and call us names because the transaction ended with your rebates, we do not know that. We try to understand everything on sale, but we are not always informed by the manager or stock employees. In addition, if you think you got the right item for rebates, double-check again. Unfortunately, customers or employees accidentally place items in wrong places or was unable to catch up and change last week's ads. You will only receive the rebate if you have the correct item, in other words, the correct SKU (more on that later)
3. Since we are talking about ads, ads changes every week. What was on sale for rebates last week does not mean you will get it next week if you bought it next week. We cannot give that to you, and even if we did, you will not get your money back. This is more of an issue with in store purchases than online.
4. SKU numbers, people! These are aka "product numbers" you find on your item online. It usually starts with a number "3" and so on. This is important. To get rebates and your money back, the SKU must match with whatever the rebates item description is. To find SKU in store, ask a cashier for it. If you choose to do it your own, another option is to look at the UPC numbers (about 10 digits, I think?) below the UPC (a bar code that cashiers scans). Then look at the price tag digits and see if it matches. If it doesn't, you got the wrong item. Again, this is more of an instore issue. But you will still need the SKU for rebates online.
5. Write down your product number. You can find your rebate online or in store at Rebate Center http://www.compusa.com/products/rebate_search.asp. You can look it up using your item's manufacture or category, but that takes awhile. The SKU automatically takes you to that specific item you bought.
6. There are different rebates. Some rebates may come from us, some come straight from the manufacture especially for software. Those types of rebates are usually found in or on the product. If this is your type of rebate, you have to contact the manufacture for status.
6. MAIL IT! Send it asap. Although many rebates come with a Postmark end date, I will recommend to do it asap anyways in case of delays. However, some rebates will not give a postmark date, instead, they will give a limited amount of days to mail it. Read the description. Make sure to send copies of the receipt--never the original, although for some strange reasons rarely they do ask for it--UPC code, and whatever information they requested. Mess that up, you will have to wait longer for your money back.
7. Now wait. You don't have to lock yourself in the room and patiently wait for it. Go do something. Go shopping, go see a movie, get this rebate thing off your head. The wait may take up to 6 weeks, but shouldn't be longer than 3 months. You should receive a check from CompUSA in the mail if everything is done right.
8. Importantly, there is a limited amount of rebates per household! For example, you buy 5 routers each coming with a rebate for $50. However, if you try to mail all 5, it doesn't mean you'll get all of it. Even if it do it as a separate transaction, the best way to tackle this is to mail to difference addresses assuming it is okay to whoever you send it to. Again, read the rules.
More questions? Call 1-800-CompUSA (266-7872). You can always check your status online or call that number. Remember, these are only for rebates from the company not manufacture.
Now to refund policy! We hate to get scammed, and believe me, I do not like being a p*ssed off customer or having to deal with one either. Before we continue, please understand this from the site:
"CompUSA Satisfaction Promise
In-Store Purchases (CompUSA Superstore & CompUSA Megastore locations)
At CompUSA, we believe in being fair to our customers. If you are not satisfied with a product you purchased from us and you return the product with the original receipt or invoice within 21 days of purchase or invoice date, you may exchange the product or receive a refund, except as explained below. If you do not have the original receipt, you may exchange unopened product for a CompUSA merchandise card. Items must be in new condition, with the original box, packaging, manuals, accessories, and UPC code. Opened software, games, and videos may only be exchanged for the same title. Open notebook computers, projectors, and cameras may only be exchanged for a CompUSA merchandise card.
Credit card refunds will be credited to the original credit card. Purchases made by cash or check over $250 will be refunded by a check from our corporate office within 10 business days.
Online Purchases (compusa.com & compusabusiness.com)
If you are not satisfied with a product you purchased from us and you return the product with the original receipt or invoice within 21 days of purchase or invoice date, you may exchange the product or receive a refund. Most items purchased online can be returned to CompUSA retail locations. Please review your packing slip to determine return procedures for your purchase. If your packing slip is missing or is not clear on how to return, please call 1-800-653-3831 for clarification before attempting to return to a store. Some items must be returned by mail, using the Mail-In (RMA) Return Policy listed below. All items must be accompanied by a copy of the original receipt and must be in the original, undamaged packaging. Refunds or credits do not include original shipping and handling charges.
Shipping fees will not be refunded if shipment is refused at time of delivery.
Refunds on purchases made with a credit card will be posted to the original credit card used at the time of sale.
Opened software, DVD movies, pre-recorded videos and game cartridges may not be returned for a refund.
Software downloads
Software downloads are subject to the applicable EULA. If you successfully download software, you may not return the software for a refund. . If you are unable to download the software, you may be eligible for a refund. To request a refund, you must contact our E-Commerce Customer Service Center at Sales_Support@compusa.com or 1-800-653-3831, M-F 8:00 AM -5:00 PM CT within 21 days of purchase. No refunds or exchanges are allowed after 21 days from purchase. CompUSA will only accept returns of downloaded software in compliance with the applicable EULA. A signed letter of destruction may be required from you prior to a refund being issued. Refunds on purchases made with a credit card will be posted to the original credit card used at the time of sale.
Clearance Products
All clearance products (including refurbished, new and open box items) purchased from this website cannot be returned.
Mail-In (RMA) Return Policy
For online purchases (excluding CompUSA PC) returned by mail:
Contact our Support Center at 1-800-653-3831 to obtain your Return Authorization (RMA) number and details including mailing address and procedures. RMA numbers are valid for 10 days from date of issuance. We are unable to accept returns without an RMA number.
To receive a refund or credit, your purchase must be returned with shipping and insurance pre-paid in "as new" condition, in original box and packaging, and with all warranty cards, manuals and accessories. Any variance from these conditions could result in delay or forfeiture of your refund.
Shipping and insurance charges are not refunded.
Refunds on purchases made with a credit card will only be credited to the same card.
Refunds or credits are issued after receipt and inspection of returned goods. Refunds or credits do not include original shipping and handling charges.
Shipping fees will not be refunded if shipment is refused at time of delivery.
All returns must be shipped prepaid. CompUSA will refund shipping charges for defective/damaged merchandise only. CompUSA.com will not accept the return or exchange of any item if the UPC code has been removed from the packaging. Products returned to CompUSA without proof delivery may result in forfeiture of your refund.
Returns Exceptions
Opened software, DVD movies, pre-recorded videos and game cartridges may not be returned for a refund."
Got it? Good. These are the rules, and we in customer service have to follow either we like it or not. If you still felt like it is not fair to you, call and speak with someone of higher authority. Let's see what they can do for you. Now that being said, let me clear something up:
1. Opened software. You want it returned because it is not compatible. Unfortunately, it is your responsiblity to read the product details before buying. If you're not sure, call and ask. Not refundable.
2. This is a great misconception about the Ink Link the company is promoting. No, you cannot buy 15 inks and expect free paper for each of them even if it is a separate transaction. The ad meant to say one per household, not one per transaction.
Other problems include being put on hold in the phone for customer service relating to online services and whatnot. Please keep in mind: we are not trying to ignore you, we may be busy. It is hard to ignore a phone with a loud irritating ring tone while working on a register, believe me. Personally, I try to answer the phone AND ring up costumers and it is difficult. We receive many calls, especially during busy times and the holidays. Be patient. If you really need to speak to us, come see us but expect to wait in line. Because customer service from local stores do not have access to ALL of the details of your online purchase, you may have to contact someone from the website.
Hopefully this clears up something for you before buying from compusa.com or from the store. It kind of p*ssed me off that so many reviewers wrote negative reviews of the site, but yet couldn't describe in great details or explain what the site does and does not do. All I read so far are mainly one or two paragraphs of ranting. It is a customer's responsibility--even I do this as an online customer--to check the writings on the wall. If you can't describe the policies and company's terms, then that's your doodoo.
Honestly, most employees are nice people and they try to help. Although I had met many nice understanding customers, there are also those who are very rude and called me names over a problem not in my control. That, I can speak for every employee who had worked or worked at retail, is ignorance. I hope you have a good time shopping at compusa.com or the stores themselves with the knowledge that you now carry.
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Yes
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blackrose4eva
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