CompUSA or Copout USA?

Let me start by saying technically they are justified. And that store management tried to get it approved but got rejected by middle management multiple times.

My daughter called me when I was in India 2 weeks ago and told me her laptop was acting up. Instead of having my wife take it in, I waited till I got back and took it in the day after. I should have rushed from the airport to the CompUsa store because the extended warranty expired that day!

I explained to the store that I could show them my ticket and the stamp on my passport verifying that I arrived back in the US the previous day. They took the laptop in and tried on my behalf multiple times to get the repair approved. Each time - rejected. The store manager, Roger Ellinghausen finally gave up after a week.

I am going to appeal to the CEO. But for the amount of management time this has already taken them they could already have done the repair. Every organization needs processes. Good organizations also factor in reasonable process exceptions. And great ones empower people in the field like Roger to make judgment calls on the exceptions - and then back them up.