How many times have you had a problem with your computer system?? Regardless if you are a student, professional, or a home body, if you are like me, you’ve probably experienced quite a few headaches figuring out your laptop or PC.? I have had my laptop since August of 2004.? Back then, I was anything but computer literate.? I couldn’t tell you what the difference was between RAM and a hard drive.? I know, pretty pathetic.? So where does someone go when?they don’t know much about computers?? Well, I went to Fry’s Electornics.? I figured I constantly see great advertising from them and there are many stores in California that I can always?go to one if I ever had a problem with my system.
For those of you that are unfamiliar with Fry’s Electronics, it is a specialty retailer of software and?consumer electronics.? Starting with only one store in Sunnyvale, CA, the chain now boasts sales of 2.4 Billion with over 30 stores located in the western states of the US.
When I first purchased my computer I figured, “well, I’ll?be in graduate school for about 3 years,” so when they offered me an extended warranty that would cover my laptop for 3 years I thought it was a great investment.??I do have to admit, that for 2.5 years, I can’t really complain about the system.? The laptop I purchased was a hp pavillion and it’s been pretty reliable until now.? Recently, it had been over heating and shutting down on me (must have been all the blogging time I’ve been putting in)
That?same morning I had our IT department take a look at it, run a few diagnostic tests, and back up all my data.? Basically, the technician?said the hard drive was corrupt and would need a new one.? If I had a warranty, that should cover it.? That’s when I remembered my extended warranty with Fry’s.? After a year, the manufacturer warranty expires, I would have much rather worked with them!? Since purchasing my computer I had heard of the horror stories fry’s customers would go through to get things fixed.? I wasn’t looking forward to their customer service, which doesn’t seem to be the best!!? You know its bad when Wikipedia claims:
A number of customers have reported frustrating customer service expereinces at Fry’s stores.? Some of these customers have established websites to discuss their experiences.?
After having our IT people look at it, I took it to Fry’s in Manhattan Beach, CA to see what they could do for me.?
When first walking in, I see signs hanging from the ceiling over their service desk.??One stated, “Computer help when you need it.”? If that wasn’t the biggest crock of you know what!? I waited in line for an hour and fifteen minutes just to see a technician.? There were only 3 people ahead of me, but the lack of staff made things go real slow.? When I get to the service counter, I manage to have?someone in?training work with me (just my luck).? She tells me that there will be a $100 charge (what a new hard drive costs) just to diagnose the problem.? I asked her if the warranty covers the fee, and she said no, unless it’s a hardware problem.? Since I know it’s a hard drive problem I’m comfortable giving it to them.? She takes about 45 minutes to clear a place for my computer and write up the paper work.? She didn’t bother to ask for the power cord or battery that she took off when checking my laptop in.? I asked her if she needed it, so she proceeded to redo all the paper work to include the battery and power strip with the computer (another 15 mintues).?
On my warranty, it states “a computer will be provided upon request.”? So I request a computer and she tells me I can’t borrow one because they haven’t diagnosed the problem yet.? I asked her how long it would take to diagnose it, she told me 3-5 days!? At this point, I just wanted to get out of there, so I asked to speak to a manager before leaving.? I waited another 45 minutes for a manager to come and never saw the guy.? I had other things to do that day so I left, 3 hours later!!
That was a lie!
This is a snap shot of the line at the service desk.? As you can tell, I wasn’t the only one getting frustrated.
Since taking in my computer, I have called twice and nothing has been done about diagnosing it.? They did say I can go pick up a loaner computer because I have been forced to wait for so long.? It’s been a week as of today and who know’s when I’ll hear from them, let alone get my computer back!? For the time being, I’m using a computer that looks like it is still running on DOS.? If there is anyone out there that would like to make a computer donation, please keep me in mind
To all of you that are not familiar with computers, or use Fry’s for computer purchases, I would be very careful as to what you buy from them.? I’ve learned my lesson, unless it’s a manufacturer warranty, I will be staying away from those extended store warranty traps and especially Fry’s itself!
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Yes! You are 100% right with your article! I also sympathize with your difficulty. I just do hope their management realize the kind of customer service they are providing.
I would be very careful as to what I buy from them. I will be staying away from those extended store warrantee traps and especailly Fry’s itself!
Thanks for feeling my pain! That would be great if management was aware and did something about their service, but with all the websites and blogs I’ve seen…this has been their practice for over a decade, don’t think they’d change now.
Great call in staying away from the warrantee trap!
Wow, I had no idea FYI’s had so many customer service problems! I have only had to return two items to FYI’s:
The first died and they replaced it - no questions asked.
The second (different) item was apparently opened before I got it and was missing parts. They replaced that too!
That really bums me out. I have so much respect for FRI’s - it’s my favorite store, I really had no clue…
Thanks for the story. I’ve shopped at Fry’s before and didn’t have problems…then again I didn’t go to customer service.
I’m glad I won’t have to learn the hard way not to shop at Fry’s again.
Bryan,
I didn’t have a problem with them for the longest time. It wasn’t until I needed to get something repaired that the headache’s began.
Thanks for the comment!
I’m in canada, and we don’t have that Franchise, so I’m in the clear!
Why does Canada get all the benefits! Gosh!!! Lucky!!!!
Yea but we do have Futureshop and that’s just as bad! No wonder why they pulled out of the US.
Londondrugs isn’t bad, and BestBuy well.. yea I won’t touch that one either.
Though then again I used to work in the Computer Department of Londondrugs. Who has ever heard of a Pharmacy with a Computer section, Audio/Video section ? Yup Londondrugs has them and Camera stuff too!
Sorry to hear about your frustrations. Luckily there aren’t any Fry’s around here (Mississippi) but from what I’ve heard and seen, Best Buy has equally bad (if not worse) customer service.
Hey, thanks Shawn! I’ve heard Best Buy can be a nightmare also. I think the part that got me was the extended warranty trap. If it wasn’t for that, I would have been just fine. I just would have purchased a $100 hard drive instead of spending $100 on the diagnostic fee that comes with the warranty.
If you are a CA resident, then you can file a written complaint with the CA Office of the Attorney General. It’s been awhile, but I believe the AG’s office has an Internet site for their consumer protection division. Make sure you send a copy to Fry’s.
I am a CA resident. I will just have to do that. Do you think anything will happen from it? If anything, an increase of awareness of Fry’s customer service practices. Thanks for the info.
LOL…well, I guess there is a niche for everything huh, you can check our ibooks while waiting for the viagra…hehe
I heard Best Buy is almost as bad as Fry’s. Good thing I haven’t had to use them for very much.
I heard about BestBuy’s recent online scam. They show customers while in-store an intranet version of their website where there prices are fixed? Crazy!
BestBuy bought out Futureshop so their pretty much the same company now. BestBuy is ‘non-commission’ sales staff but I’m sure they still get spiffs or sorts.
I worked for Futureshop prior to working for Londondrugs.
(Comments wont nest below this level)
I’ve heard a ton of negative stories about the Geek Squad at Best Buys, but I feel like I should stand up for FRY’s… I really do think they’re great!
I used to go to Fry’s when I worked at the Mountain View, CA office 2 jobs ago. Love the electronic and computer selection however never had to deal with their customer service, cause I would normally bring what I bought back to Toronto, Canada.
However, I do remember it was very difficult to flag down a salesperson even to get some questions answered.
Das Brain
MoneyAccumulator.com
Hi, I was wondering if you had an update or if you are still waiting for an answer. Also, I wanted to clarify something. You stated: “For the time being, I’m using a computer that looks like it is still running on DOS.” Is this the loaner that Fry’s gave you or a different laptop? Fry’s is supposed to provide you with a loaner that is the closest equivalent model to yours.
Hope everything turns out ok. . .
Charles,
Well, I called them after the 3-5 days they said it would take to diagnose my computer and they hadn’t done it yet. It’s now been another week and I haven’t heard from them after they told me they would call me the next day.
I’m going to call them tomorrow and I’ll post an update later this week. Thanks for asking.
As for the computer, it’s an HP (the extent to the similarities to mine) but it’s seen better days. They couldn’t find the battery, so I have to have it plugged in at all times!!
Hi Jane, I was wondering if you got your HP laptop back or not.
You have mentioned that “…. it had been over heating and shutting down on me (must have been all the blogging time I’ve been putting in) .” I have serviced my client’s Toshiba laptop that have the same problem. There are usually 2 enermies of electronics: heat and moisture.
My client complains that his laptop shuts down after using for awhile. I suspect that it is a overheating problem so I took his laptop apart at home. I have found 1/2″ thick of dust clogging up the heat sink fins!!! The fan usually blows the heat sink fins to cool down the CPU (brain of the PC). It is obstructed by that 1/2″ of dust.
If after the hard drive replacement and it still display the shut down problem, you will need to send your laptop for a tune-up. Just tell the technician that you want him to clean the fan and heatsink for the CPU or you can do it by yourself if you are up to it. You can goole your laptop model for the laptop taking apart instructions.
Best Regards,
Jeff,
Thanks a lot for the information. My first reaction to the overheating was dust clogging the fans. But I took off the bottom, opened her up and there wasn’t very much. I cleaned what was there and I kept having the same problem.
Unfortunately, I still haven’t heard from fry’s and I should give them a call…it’s been about a week since my last call. They should know my name by know
It may be in need of a tune up, but depending on costs, it may make more sense to invest in a new notebook…we’ll see. This one was 3 years old.