Where, oh where, did Compaq go?Jan 20 '01 Write an essay on this topic.
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The Bottom Line They have great promises of instant help with "Ask Compaq" and promise 24-hour replies for "Contact Compaq." Both are great ideas, but are totally ineffective in practice.
More specifically, where did Compaq's customer service go? I'm am writing this review on my second Compaq computer. I bought the first two years ago and never had a problem with it. Thus, I never had to deal with Compaq's customer service, or lack thereof. I've this computer three months and absolutely have loved it, until the past five days. In fact, I wrote glowing reviews on both of my Compaq's. My son is enjoying my old computer. Yes, but what about me? Well, I'm sitting here listening to an incessant, high-pitched whining emanating from my big, beautiful $2,000 Compaq computer. As soon as the problem started I went to the Compaq help feature. The initial screen gives you a variety of options from which to choose. The screen reads as follows: * Fix My Presario Self-guided assisted tool to help you diagnose and trouble-shoot your PC. * Download Software Updates & Drivers Point and click links to the latest Presario drivers and updates. * Restore My Presario Undo harmful changes made to your computer. * Ask Compaq Find answers to technical support questions about Presario computers. * Contact Compaq Contact Technical Support about your Presario service and support issue. It looked very promising and I selected "Ask Compaq" for starters. They have a help search powered by "Ask Jeeves." I was impressed. I started asking questions and got lots of answers, but unfortunately none that addressed my problem of a noisy fan on the CPU. Then I tried "Contact Compaq" where I could search for more information, get phone numbers, check on status of a request, or send an email request for help. I completed an email request and got a variety of error messages. Finally I got a message to "take" and I was hopeful. They promised a response in 24 hours. I waited and there was no update. I clicked on status and was advised that they were determining how to best handle my request. I received the same message for the next 3 days. In the meantime I have tried phoning their toll free number to no avail. I either get a fast busy, after an interminable series of option selecting, or I get disconnected altogether. It is now five days and counting and the only update I have is that my request is awaiting assignment to the next available technical. So much for 24 hour service. Don't promise what you can't deliver, Compaq. Expectations were set and hopes were soon dashed. Here I sit, annoyed and pouting, awaiting on that magic advice from Compaq. Help me, Compaq!  |
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