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From: chris@beach.cis.ufl.edu (Chris Wagner)
Newsgroups: comp.sys.ibm.pc
Subject: Re: CompuAdd
Summary: Ah, but they did not take care of one very well.
Message-ID: <22544@uflorida.cis.ufl.EDU>
Date: 3 Mar 90 18:31:47 GMT
References: <7812@tank.uchicago.edu>
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Reply-To: chris@beach.cis.ufl.edu ()
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Organization: UF CIS Department
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In article <7812@tank.uchicago.edu> phd_jacquier@gsbacd.uchicago.edu writes:
>>CompuAdd:
>>... follow PRAISES OF COMPUADD
>I can only second this. I have had a compuadd286/12 for 2 years. There have
>been a few problems with the hard disk. Tech line is impeccable, guarantee
>has worked without a problem. That company seems flawless to me. A number
>of people in my school have bought 286's and 386's recently and are very 
>pleased with the machines and the service.

I do not doubt the words of any of you.  However, I bought a 286-10 in 
Dec 88 and there were several problems over two to three months I 
had returned all but the case, power supply, and hard drive. Even the
setup software disk was faulty.  During this time, the tech support line
was so jammed, that it took not less than 20-45 minutes to talk to a tech.
At least it was toll-free.  

The last straw for me was when I sent the motherboard back via UPS 2nd
day air and it was mistakenly sent back ground (I REALLY NEEDED IT SOONER)!  
They offered to pay me the shipping difference provided I send the 
UPS receipt; I accepted. I asked to speak to a customer rep supervisor, 
invited her to look at my RMA file, and asked if this was the norm.  
She said no, that this was really unusual.  I asked if I might get *some* 
kind of discount on something they sell for the unusual amount of trouble
I had to go through to get this computer fully operational.  "There's nothing
we can do." was the reply.  No apology;  I was very polite (I understood
that the person on the other end of the line was not the one who QA'ed my
computer).  It was a shame the 30 day period had expired.  

I spent a small fortune in shipping and had to make several trips to UPS
to finally make it right.  Yes, the warranty works just as advertised but 
who expects to make multiple trips??? You would think that even after I _wrote_ 
CompuAdd Customer Service about all this, that I might even  have rated 
a $0.00 "I'm sorry we delivered you a product that had so many problems" 
reply.  I guess it was too much trouble. 

I definately feel as if I "slipped through the crack" in ComuAdd's 
_much_touted_ reputation for customer service and quality. 

Still a little bitter though it could have been worse,

Chris Wagner