I went to Compusa last week to fix the kids computer. I’ve been working on it intermittently for a few months, trying to figure out why its overheating. I swapped out most of the parts, added some internal fans, to no avail. It still overheats. But the experience at Compusa has a left a really bad taste in my mouth. They charge $49 to diagnose the computer or $129 to fix the computer. I asked if I could have it diagnosed first and then have that applied to fixing the computer – no, if you diagnose it, its another $129 to fix. I never heard of a diagnosis not being applied against fixing an appliance. Then, they wanted the money up front. I’m paying for a service before its performed. That means if they don’t fix the computer, it will be hard to get my money back.
Two days later called and told me they fixed the computer but that they couldn’t reproduce the problem. Why they would then be able to tell me that they’ve fixed the computer? What did they fix?
This is also a significant difference that I’ve found between hardware and software people. Software developers won’t try to fix a problem until they can reproduce it. Hardware people will often find something to fix and assume they’ve fixed the problem.
In any case, the real issue is Compusa’s policies. To me, its bad business. Its clear that its not about taking care of the customer. Its about the money. Its a store I will avoid in the future.
BTW, the kids found over the weekend that its still overheating. That means I’ve go to go back. This is going to get old very quickly.