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Strategies & Market Trends : Bill Wexler's Profits of DOOM -- Ignore unavailable to you. Want to Upgrade?

To: xcr600 who wrote (3809)	11/24/1998 12:30:00 AM
From: Bill Wexler	Respond to of 4634

CompUSA has some serious customer service issues in certain markets. That doesn't mean that I think any less of the company as a whole. For example, I don't consider the computer repair problem in Minneapolis as bad as the car repair fraud at Sears auto-repair centers nationwide - yet Sears managed to solve the problem and the company kept growing nonetheless. I believe that CPU's management is making significant inroads into customer service...so I wouldn't worry about it. I could go on and on about scandals and problems at retailers - that doesn't mean that the stock is a bad investment.

To: xcr600 who wrote (3809)	11/25/1998 10:42:00 PM
From: BelowTheCrowd	Respond to of 4634

xcr600, An unfortunate reality is that in most cases they have absolutely no incentive to do the best job solving the problem. The bulk of computer repairs are done in warranty (and the bulk of those in the first month!), which means that CPU is very used to doing the repair and billing the manufcturer for whatever time and material they use in repairing it. The large volumes mean that many manufacturers can't be bothered to actually test all the replaced parts to find out if they were really defective. Unfortunately, this does impact the overall cost of PCs. And it does encourage a slightly lazy attitude in many authorized repair centers. It's an industry-wide problem. mg