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The COMPAMERICA Track Record Report
12/2006
Ever wonder what sets CompAmerica apart
from bigger vendors like IBM, Dell, Compaq, HP and Sony? A
successful track record is the first of many key indications that a
computer company knows what it is doing. We challenge all of
the vendors to come clean regarding our record versus theirs!
We pay personal attention to our customers needs, right down to our
CEO who will roll up his sleeves and jump right in to help a
customer receive their merchandise on time or get a technical
question answered or an issue resolved. We have no closed
doors at CompAmerica.
CompAmerica can PROVE it has a better
repair and warranty service record than the competition. We
pay more personal attention. We know what can be fixed in the
field and what shouldn't and needs full refurbishment. We
don't claim a good record, like some, we HAVE a good record.
And since our systems are in our opinion designed better than our
competitors, we believe that you get far, far more for you money,
even though we are a smaller company.
As of the last update of this page,
02/14/2008 10:17:52 PM,
there have been only [8] Warranty Repairs needed by any
Compamerica Personal Computer, Laptop or Server since 1/1/2006.
Since we sold twice the number of systems, that represents a net
percentage decline of 33% versus last year!
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warranty repairs
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2006 |
And our DigiMemo Electronic Tablet
Product, how did it do this year? Well, let's see, we had:
(0) DigiMemo Returns, (1) DigiMemo Exchange (6x9) for (8.5x11
model), (0) DigiMemo Warranty Replacements, (0) DigiMemo Failures,
(1) DigiMemo Run Over by a Shipper's Truck (had to be replaced, but
surprisingly, is working even though its housing was fractured by
the weight of the truck and is in use in our warehouse!)
And the Better Business Bureau? How many COMPLAINTS
were filed or are unresolved? None! (0). In fact, NONE WERE
FILED. NONE, in fact, since we started a BBB relationship over
a decade ago. Yet, we prominently display our BBB Online
Membership right on the top of every page of our website. Go
to the Better Business Bureau online website and plug in one of the
other companies and see their litany of complaints... resolved and
unresolved.
And Telephoned In Complaints? We
believe honesty is the best policy. We had THREE. Here they are:
Case 1. We had one gentleman this year whose USPS Shipment was
returned to us and had to be reshipped to him by Priority Shipment a
week or two later once it returned to us. Just after we reshipped
it, he called and threatened to turn us into the Authorities.
We asked him to look at his PayPal account, wherein the USPS had
posted a Track and Confirm Note stating his package had been
misrouted through Post Office error. He received his
merchandise and admitted he had "jumped the gun".
Case 3. A second gentleman, who resides in
Canada, called and threatened us over Customs clearing time.
He also demanded a refund of the $59 Customs Fee assessed his
shipment by the Canadian Government. He threatened us with
"reputation loss, I will talk with others about you" and demanded we
also refund him the cost of his merchandise and insisted that such a
Customs Fee was "unheard of in my country" (it turns out that his
homeland imposes some of the highest Customs fees in the world).
Nonetheless, we provided him copies of his sales receipt and the web
pages on which the product resides where it was clearly warned that
some countries of the world impose what may seem like unfair duties,
taxes or customs fees, and that some customs brokers add their own
processing cost to said fee. We also pointed out we had called
his home 12 times prior to warn him to make a different shipping
arrangement so as to prevent a customs brokerage fee. Our
calls went unreturned and Customs assessed him a duty. While
we do everything in our power to help our customers, changing the
Nation of Canada's customs practices and that of Customs Brokerages
is slightly outside our sphere of influence. Nonetheless, we did our
best to help him anyway. We doubt any competitor would have
called his home to advise him to change his shipment to a domestic
pickup, nor that any competitor would have even replied to his
threatening telephone call. You see: we empathize with what our
customers face. Nevertheless, it seems we can't make every last
customer happy, no matter what we do. We do have one customer who is
unhappy with us, try as we might, we can not afford to pay
international customs assessments on our customers purchases out of
our own pockets without raising the price of our products to
everyone. And that's not going to happen!
Case 3. And our
third and only telephone complaint this year was from a man in
Chicago who we were unable to ship am $11 six pack of 6x9 writing
paper to during the height of summer. We had unanticipated
demand, but had reordered early. Only, the pads we ordered refused
to show up. The only paper company making this tablet, located in
Ohio, had suffered damage from the River Floods and it took weeks
for them to repair and start producing 6x9 pads again. All the paper
they had produced ended up down the Ohio River somewhere! Then, as
if that weren't enough, their next round of containers were damaged
by a second flood and didn't reach us either. Then just as that
resolved, they shipped again, but the height of summer heat resulted
in Federal Express losing their air conditioning the very day our
emergency shipment of paper reached their Keasbee, NJ Shipping
Warehouse, so there it sat for several days. It seemed to us
no matter what we did, 6x9 pads simply could not be shipped.
As a result, it appeared to us the gentlemen had a legitimate
complaint we were unable to resolve: we were simply unable to obtain
any 6x9 writing pads. Then, our extremely resourceful company CEO
discovered that the local Shop Rite Supermarket chain just happened
to use the same type of writing pad and had a few extras new and in
the box. So he drove to Shop Rite, paid the store manager for six
brand new 6x9 writing pads, and shipped them over night to this
gentleman.
That was it for 2006! Of our many thousands and thousands of
customers. We would guess that we had less telephoned in
complaints than our competitors take in a New York minute.
How did 2006 compare with 2005?
We had nearly double the sales in 2006, but only 2 more PCs than
2005 had an in-warranty failure! Here's 2005:
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warranty repairs
in
2005 |
One, in Indiana, was a Personal Computer
that was bounced badly by the shipper and we replaced it upon
receipt. the 2nd, a Personal Computer in Chicago, had been
run with its volume control on full for six months, causing its
subwoofer to blow out, damaging its sound, this has been retrieved
and is being replaced and we are providing a free upgrade to include
a special Automatic Gain Control device that senses when the volume
is too high and reduces it slightly to protect high performance
speakers. The third, which was really a sand and seashore incident,
we repaired a laptop which failed after it ingested sand, under
warranty. The fourth, a PC developed a broken USB port, which
was fixed in place and returned. The fifth, was a laptop which
stopped functioning. Upon inspection, reloading Windows XP Pro
seemed to do the trick, and while we had it in, we replaced a
keyboard with soda in it, and a back panel that had cracks due to it
being placed underneath a heavy TV accidentally. The
non-warranty items cost $86 dollars. The warranty repair was
free. And the last of the six, was a laptop which was damaged
during transatlantic shipping, but which because we had shipped the
unit to the customer with a Wide Ultra XGA screen to a customer,
rather than with a Glass View Super XGA+ screen due to unavailable
SXGA+ Glass View in 15.4" form factor, we decided to give the
customer a free upgrade to a 17" model with Glass View SXGA+ under
warranty, since he was interested in SXGA+ Glass View, not in the
higher resolution Ultra XGA. That unit will ship to him next
week. All told, not bad for an entire year!
In the non-warranty repair category, one Orca 9000 Laptop had a full
Big Gulp of Soda spilled in it. The user was in England on the
road and badly needed it, and could not take the time for our
British repair group to look at it. So, at our suggestion, he
let it dry off, hooked up an external keyboard we provided him in
England and continued to use it until he returned to the States.
When he returned, unfortunately we discovered that the Soda had
managed to get inside under the keyboard (after all, he spilled 32
ounces of Coca Cola on it). So, to insure he would never have
a problem, we took his hard drive and placed it into an identical
new system, using only his top and bottom panels of his housing, and
charging him only for the keyboard that was damaged, and a
mainboard. He received his system back in top working order.
He thanked us profusely for saving his system.
The balance of repair work performed by CompAmerica was on Compaq,
Bell, IBM, CompUSA and HP systems, which we charge some of the
lowest prices in the world to fix and de-virus/de-adware.
Call us at 908-931-1200 for details if your PC needs repair!! |
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