CompUSA Implodes
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I don't know how many CompUSAs there were at the company's highpoint, but it's already been downsizing for awhile (one store near me shut down late last year, and even the big location near MIT in Cambridge, Massachusetts, which has one of the highest concentration of geeks on the planet, is no longer with us).
The idea, the company says, is to focus on its most successful locations, and while I hope that strategy pans out, it wouldn't be a stunner if this turned out to be the beginning of the end.
Why isn't CompUSA thriving? It's a challenging time to be a retailer of almost any sort, especially if you're competing with the real behemoths of retail--which for PCs and consumer electronics include Best Buy and Wal-Mart (the latter of which has devoted a lot of attention in recent years to beefing up its tech offerings). And computer-focused stores have always seemed to have a particularly tough time of it--just ask Computerland, Computer City, Gateway Country, CompuAdd, Tiny, or one of lots and lots of other chains that have come and gone over the past twenty years.
But CompUSA's problems would seem to be at least in part of its own making. I've sometimes talked to staffers there who gave me expert and honest advice, but I've also spoken with clerks who seemed to be making stuff up as they went along--and oftentimes it's been hard to get anyone to help me at all. In my experience, CompUSA has been remarkably sloppy about marking the prices of the wares it sells, and its approach to store organization is sometimes downright bizarre. (For a long time, the location I frequent had two large iPod accessory sections in different parts of the store, with overlapping-but-different selections.)
The chain has also struggled with trying to evolve from a PC-centric specialist to a purveyor of gadgets of all sorts. Its acquisition of the venerable west-coast electronics retailer Good Guys was apparently a bust, since it's already shuttered all those stores. And though CompUSA locations have carved off a meaningful amount of their floor space for HDTVs and the like, those sections have had a ghost town-like feel when I've checked 'em out.
Did I mention that some of the most tedious moments of my life have come when I've waited in line to buy something at a CompUSA, or--worse yet--to talk to customer service about a problem? I don't seem to be alone: When we surveyed readers about their shopping experiences at major retailers for a story last year, the chain faired poorly in the majority of categories that we asked about.
In short, CompUSA has never been a great place to buy a computer...which would tend to be an issue for a store that needs to sell lots and lots of computers to stay in business.
The funny thing is, I'm not sure if anyone with ambitions to be a national, computer-focused chain has ever gotten PC retailing right. Here on the west coast, we've long had Fry's, which seems to be slowly working its way across the country; it's far from perfect, but at least it's easily the one electronics retailer most likely to have whatever you're looking for, and my local Fry's seems to get me out of the store faster than my local CompUSA despite having maybe 5X the number of people checking out at any given time.
Then there's Micro Center, which, while it spans the country, only has a grand total of 19 stores. It's a far more pleasant place to shop for computer stuff than CompUSA, and I wouldn't be surprised if its seeming lack of desire to open as many stores as possible has helped with quality control.
But there's no question which currently-extant computer retailer provides the best experience, both before and after the sale--it's the Apple Store. Unfortunately, for reasons unknown to me, that particular chain simply refuses to cater to Windows users...
It's probably a little unfair to compare Apple's retail experience to CompUSA's; it's vastly easier to be knowledgeable and consistent when you sell a limited range of products, and mostly ones which you design yourself. Still, I think that CompUSA and everyone else should ruthlessly copy many of the things that Apple gets right, some of which are remarkably simple. (Customer service is a lot more bearable when you can schedule an appointment in advance--and when you have a place to sit and wait once you get there.)
Like I said, I hope that the new, smaller CompUSA finds success. Maybe smaller will turn out to be better...
(Full disclosure: Years ago, PC World published an article about our experiences with computer repair in which CompUSA didn't fare well. Shortly thereafter, the chain decided to stop selling PC World in its stores. Coincidence? You be the judge. I'm happy to say that we eventually returned to its racks, and that we're available there today.)
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Best buy should be next. I was just taken by them again. They have very poor customer service. One person makes a promise and another says they can't deliver. The people who deal with you, really don't have any business sense.
I made the mistake of buying from them again, after many years of avoiding them and have paid the price. They should be called Worst Buy.
Still waiting for a Vista upgrade for weeks.
Thomas Wieken
This has been a long time coming, IMHO. CompUSA simply offered inferior service at uncompetitive prices. They were basically the AOL of computer superstores: their only customers were people who knew very little about technology and didn't have a tech-savvy friend to tell them otherwise. But after realizing the ripoff, the customer finds the very many superior services and cheaper prices.
For example, my first computer growing up was a Mac IIsi that my dad bought at CompUSA. Poor guy didn't know anything about them (and neither did I at the time, really). The dumb salesman sold him several peripherals that weren't compatible with a Mac... Granted, first mistake was going Apple... but anyway, horrible customer service on the sales end and the return process was a nightmare.
Nowadays I only buy things that are too impractical (heavy) to buy online and ship. Days of the specialized retail store are limited. Good riddance, AFAIC.
"...but I've also spoken with clerks who seemed to be making stuff up as they went along..."
Yeah, you hit the nail squarely on the head. My local CompUSA store used to be Computer City, which was great. When CompUSA bought it, they got rid of all the mature, knowledgeable staff and populated the place with a bunch of pimply-faced computer tech wannabees, probably fresh out of high school, who didn't know a memory chip from a potato chip. In fact, I saw the handwriting on the wall when they started selling potato chips and cookies in the store! No kidding.
The store was poorly laid out, prices were nonexistent too often, and the sales people were nice, when you could find them, but they knew so little it was almost laughable. Since I do so much of my computer shopping online these days, and though I feel terrible for those about to lose their jobs, overall I have to say 'good riddance'.
How much longer are customers going to continue to think they are going to get good customer service from these large retail corporations. Earth to customers: THEY DON'T CARE ABOUT YOU. They sell cheap crap, any old product they can push, like e-machines. They DON'T pay their employees much. Do you REALLY think someone knowledgeable and skilled is going to work for Best Buy or Compusa at min. wage??? They don't TRAIN the staff they have. WHAT DO YOU EXPECT??? These are appliance stores, nothing else. Interested in one thing, and one thing only. PUSHING WHATEVER PRODUCT THEY CAN AT THE HIGHEST MARGINS
I went to college in Dallas TX, when Comp USA was called PC-warehouse, it was a small warehouse in a industrial area and sold pc parts, this was PC xt/at, 286/386 days, they sold hard drives, cables, cases, power supplies, video cards, software, books on software at a huge discount from the brick an morter bookstores, in short they sold PC components, and the place was packed all the time, people waiting for the doors to open, and checkout was fast, returns were fast, and the staff knew the right answers, the first time. When the changed name and moved to a converted/closed down Winn-Dixie, I knew then that was the end, they moved away from the core business.
The internet came and they business model dried up, and they became BestBuy-lite, selling tvs, pda's, and Console games, with a slightly better PC parts and software section. I say "So sorry to see you go".. NOT ! Fry's is a better example of what CompUSA should have become.
Heh heh heh...who needs CompUSA DVD-ROMs, CompUSA routers, etc.? NOT ONE!!!! Not everyone! LOL!
Well, I better stay away from CompUSA stores...even Best Buy and Circuit City as far as I can...
I'm technology-profecient and almost an early-adopter, since I don't go to those stores that much... :p
Just recently I called CompUSA to see if they carried CPU heatsinks that fit my processor. The person on the phone told me they didn't carry them. I knew this couldn't be right so I went there and found a whole big shelf of them.
Grayson: Hey! Do you carry computer speakers?
Salesman: No. We don't carry computer speakers. Sorry!
Grayson: [...so I went to CompUSA and...tada!!! There they are! :)]
LMAO!!!!!!
HEEEEEEEEEELLLLLLLLLLOOOOO!!!!!! Don't be a Laaay-Zeeee-Booooy! ;)
Sorry! Just playing around. Didn't mean to insult salesmans..... LOVL!
I only go to CompUSA, Best Buy, etc, when I don't want to wait for it to be shipped. I always know what I want, so I spend more time waiting in line. Circuit City hid their laptop RAM cards where I live, asked a sales rep who pointed them out to me in a hidden corner 10 feet from us, but I had to get another sales rep to open up the locked case as this particular sales kid was too busy doing a whole lot of nothing. God Bless the Internet.
I went to CompUSA many times the customer service SUCKS. Everytime I went and needed help I had to wait 10-20 mins for help(most times i just walked out after 5 mins of waiting(yes I went and asked for help in a section at customer service)) I stopped going there 2 years ago when I went in for a computer for kids to just play some games on they said they were out and not 30 sec later a guy asked a different person for the same computer and the guy said they had 10 in stock. Told the manager what happened he said ok turned and went back into his office and sat down. Bunch of lazy people.
This is just an embarrassing discussion. A bunch of elitists technology geeks dissing some slightly less technologically elite geeks. The people at CompUSA (and all the other chains) know more than 90% of the population and do their best to help them within the limits of their training. But elitists like you all on this post expect them to be Tech Analysts and have a full knowledge of everything that the store sells... impossible task!!! They do what they can and try to direct people the best they can. Maybe some of you guys ought to take a job there and disseminate your knowledge to the masses, then you would do some good.
I go to CompUSA to usually browse their announced & unannounced specials. Sometimes I've come out of there with solid deals to rival Frye's or Newegg or Tigerdirect, less the S&H. But that has required me to go on the Net, do my homework, sometimes go up the chain of command, or even come back [if I want the product enough] at a different time when another manager is there. I've had the BEST results, however, from the techs in the back room. Usually, they have been more than happy to talk shop with me or even set me up with the proper salesperson who will invariably help me.
I used to work as a tech at CompUSA. Yes, most of you are right about the people on the sales floor. Most of them didn't know a CPU from a RAM chip. Start talking RAM speed..... Yeah, Right. If you wanted any type of tech advice or recommendation, you would have to talk directly to the techs. Tell the techs what you were looking for, we would gladly help. Even when they eliminated our commissions, we still tried to help.
Customers would always complain about Best Buy or Fry's screwing up their computers(usually simple fixes.... re-seat the RAM or run a repair on the OS) and we would always fix it.
I am not denying their customer service is HORRIBLE. Try talking to the techs; they know or (if busy) they can point you in the direction of someone who knows just as much.
By the way, I have been a tech for 10 years and a web developer for 5. The techs always knew what they were talking about when I worked there 2 years ago.
I agree with all the previous comments about CompUSA. Their staff were rarely helpful, when you could find them. Their repair counter staff were horrible. I always had to wait a very long time while the store associate was "helping" someone else. If my PC wasn't under warranty, I wouldn't have gone there. My PC is now out of warranty and the local CompUSA's near me are now closed. Strange, but I think I'll enjoy paying for repairs somewhere else. There is a MicroCenter not too far from me. Been there once; will definitely return. Impressive store compared to CompUSA.
Amazing that a company this bad keeps going at all. The only good thing I have to say about the Salt Lake City, Utah store is that the staff is very friendly. Service staff seems competent, but that's where it stops. Nothing ever actually gets repaired. . . fixed, or resolved. Big picture COMPUSA's stores are non-impressive. From now on, if I need something, I'll go to the CDW, Radio Shack, or Staples.