Complain about a product or service

Fry's

Magnus of Topanga, CA March 18, 2009

2/26/2009 i left my laptop and an external HD (Lacie 500gb) for Service at Fry's. I had virus on the computer that I could not remove myself so they helped me with a reinstall. The External HD came with because I suspected it to be infected to. After an hour the install was finished everything worked fine. However they wanted to keep the HD for a couple of days due to the s HDize of the. It contained a large part of a dissertation, all photos that my family has taken the last ten years, and lots of music.

3/10/2009 I called them up as they hadn't contacted me as they said they would when the HD was finished. They said it was finished, and two days later i went to pick it up. I was happy dispite the delay. On the service request order that I signed when I picked it upp it said: "Ran anti-virus removal...found noviruses". When I came home and started the HD it sounded as if something was loose in i. It was rattling and sounding terrble. I immediatley turned it of and called them. They said over the phone that they wanted me to come back with it.

When I did they said that it was not their problem and that they were not responsible for a HD breaking down. The problem resolution or service completion part of the report does not say anything about problems with the HD or it breaking down. They were sticking to their guns and saying (just as the the report stipulates) that they have recieved a fully functional HD which they have returned being in perfect condition. They also said that they had performed the virus scan (which I wanted to be refunded for) even though the HD clearly didn't work. They didn't say that it was my fault or something had hapened after they had it but I could not prove them wrong so now I am sitting with a crashed HD which they say that they have fixed so that it is free from virus.

I feel horribly cheated as they received a fully functioning HD. The fact that they charged me for the service clearly supports that they returned a drive in good condition, even though it was crashed when I srted it. The normal procedure is that if a HD starts to sound strange or behave abnormal you turn it of and run a data recovery. They didn't do this. Kenji D which I talked to said we cannot refund you for the labor cost because the service (virus scan) is done. What he is saying is that the virus scan has been done even though a functional HD does not exist (and once again if it was broken it would show up on the service request order). Is it likely that it broke down an hour after I picked it up? honestly. Someone destroyed it by continuing to run it dispite error signs and is ashamed of it and therefore didn't mention it on the report.

Roger of San Francisco, CA March 15, 2009

Roger of San Francisco CA (03/15/09)
purchased new acer laptop aspire 5515 feb 16 2009 mail order fry's electronics. unit had defective j-45 plug port confirmed by tech at fry's palo alto store. The plug could still be used but does not function (plastic clip lock will not secure data cable properly) shipping damage was not a factor i believe. it's not worth the trouble too ship too acer for repair. Sent acer an e-mail.

Michael of San Mateo, CA February 3, 2009

Michael of San Mateo CA (02/03/09)
I bought a 500 cell phone from Fry's. It was a previously opened item and was therefore discounted. When I opened it in the car, the box was empty. The time that passed between my purchase and subsequent opening was less than five minutes. I promptly returned back inside the store and waited in the return line, and demanded to speak with the manager. I told him that I just opened the item in my car only to find no phone inside. He looked at me suspiciously and said he had to talk to a different store manager.

After a long time he came back and said there was nothing he could do. He photocopied my driver's license and receipt and told me he would get back to me shortly. I told him that I was not satisfied with that response, and demanded that he give me something in writing so I had evidence that I was not just being swindled. He wrote a statement and signed it on the back of a business card and gave it to me. I then left the store.

Today, the store owner said that he would give me a replacement phone, but not refund my money. I no longer need the phone because I had to buy one in the interim because their investigation took so long. I don't understand why I am being subjected to a different return policy than what I would be granted had I just received the phone as intended.

Robert of Las Vegas, NV January 31, 2009

Robert of Las Vegas NV (01/31/09)
i bought a sony T10 dig camera back in jan/2007. sent it for repair after 2yrs due to lens motor vibration. i was explained that anything happens to the camera, either they'll fix it or give me an comparable sony dig cam. 3wks later, a fry's customer rep called me stating that it was ready to be picked up. when i went to pick up my camera, i was told that it was dirty inside the camera & camera abuse & damage inside. I have always been careful of my electronics gadgets & i am not involved with any contact sport. i always have my camera in my pocket and i am always in a clean environment, i'm mostly at home in front of my pc & never in a dusty area. My pants pocket serves like a pouch to keep my camera clean & out of dust at all times.

It's so convenient for fry's electronics to accuse me of abusing my camera and being dirty inside the camera to avoid giving me a replacement and avoid their expense especially with this bad economy. i believe that the extended warranty is a sham and fry's will find an excuse to get out of their obligation. i will be contacting the fry's management and complain to any government authorities and consumer complaint departments that's available.

frys is charging me 59 for checking my camera which i wasn't contacted before they proceeded. i have not seen my camera yet since i am forming a complaint with gov't consumer dept, etc.

Jay of San Jose, CA January 27, 2009

Jay of San Jose CA (01/27/09)
i brought a samsung camcorder last october and also paid for the warranty. tried the camcorder at home, find out the camcorder was defective. I can't eject the tape. Return the camcorder couple of days later and i was told by the fry's service department that it will take 6 weeks to fix it because they will have to send it to the manufacturer. Came back after 6 weeks after i receive a call that the camcorder was ready for pick up. I got home and tried the camcorder, but unable to do so. the battery pack was missing. I went back to the store the following day but the supervisor in charge of the service insist we took the battery pack home. we told him we left everything with them and its useless for us to keep the battery pack without the camcorder on our hands.

The supervisor-in-charge told us sorry there's nothing i can do? i told him what would i do with my camcoder withot its battery and how would i know it was fixed too? so i went to talk to the return manager. He too wasnt helpful. He told us to called him the next day because he'll investigate what happen to our battery. we followed up the next day and the next day. he never called us back. I went back to the store again to talked to him. he made us wait in side, he said he will just go to the camera dept to get us a battery. after 45 mins of waiting he came back to offer us 40 dollars gift certificate. I asked whats this for? He replied, its good as cash. cash it to the counter and find one in the internet because we dont carry the battery here.

I got upset and ask for the store manager. The return manager told me that he is off for the day. called him the next day and spoke to him. He told me he will investigate where my battery is. He called back the next day claiming they dont have the battery and we have it. We went back and forth until he offer me again a 40 dollar gift certificate. Told him i paid almost 300 dollars of the camcoder including the warranty and its insulting for them to offer me 40 dollars certificate. He said he will call me back again.

he called back after 2 hours and told me that he had order a battery not exactly same but similar that will work with camcorder from the other store. i said that fine. pick it up 2 day later and foung out the battery pack was wasy too big for the camcorder. called his office again but never called back. Everytime i called in the afternoon his secretary answer the phone tell me he is busy, just leave a message for him. Until now i'm stuck with a broken camcorder with no battery. I'm planning to take them to small claims court if the problem dont settled soon.

Chak of Santa Clara, CA January 27, 2009

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