School and you life

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I am writing to inform all readers of how appalled I am with Compaq's level of Customer Satisfaction at the corporate level. I bought a custom to order computer from Compaq in the beginning of October 00. The day I received it in the mail I was excited to use my new computer. Minutes after hooking up the computer I began experiencing several problems with my new computer. I experienced several frustrations with the computer. The computer began to freeze up and had to be powered down by a hard shut down. I did a complete system restore but it did not fix the problem. I then got in contact with Compaq Technical Support and began the long process of trouble shooting the problem. After about a week of several hours of being on the phone with Compaq Technical Support, no solution could be given except to take the new computer to an authorized service center. I was very displeased at having to do this because the computer was brand new. Two days after taking the computer into the service center the problem was diagnosed. It was a bad processor and motherboard that was causing part of the problem. Immediately after the problem was diagnosed the parts were ordered for repair. The motherboard arrived within a week of being ordered but the processor never arrived. When it came to the second week of the processor being ordered I called the service center and they attempted to track down the processor. They were given the delivery due date by Compaq and when it came to the date the processor never showed up. Compaq was contacted again about the delivery due date and the stated that there was an error on the tracking of the processor. They then gave another due date but the processor did not arrive on the due date. After my computer was in the shop for three weeks I then attempted to escalate the problem to the corporate level. Compaq customer service representatives did not want to give the corporate number and I had to demand to speak to the floor supervisor. After spend more time explaining my situation to the supervisor she reluctantly gave me the corporate phone number. I left several messages with corporate and never received a reply until about the fifth day of leaving urgent messages. I was contacted by Steve Edwards at corporate and he explained to me that the part had been on back order and that the part would soon be delivered. I asked Steve if I could get a refund on the computer due to the problem with the computer. Steve stated that he could not honor a refund because the computer was purchased a little over thirty days. He did not take into consideration that the computer was taken in for service well before the thirty day refund policy. He stated that he was the highest level that this issue would be handled at and his decision would be for me to wait to get the part. As I asked for a written apology, Steve stated all that he could offer was a verbal apology over the phone. I did ask if the situation could be escalated to a higher department and he said that he was the highest level. The part did come in shortly after the call with Steve at corporate. Even after receiving the computer back from the service center, I still experience problems on a daily bases. The computer continues to lock up and the network card is bad. I have contacted Compaq Technical Support and they advise for the computer to be taken back in for repair. Unfortunately, I have no other choice than to take the computer back in for service. But how long will it take this time. I want all people who read this to understand the frustration and hours lost due to lack of Compaq care for the situation. I would not even recommend anyone to buy a Compaq computer. The number for Steve Edwards at Compaq Corporate Offices is 780-485-180. If anyone would like to speak to me about this, please feel free to contact me at

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