Okay so my laptop had a problem with the D/C jack it was loose and was failing to charge my computer properly. So on June 1 I took my computer (which other than this time I had never had any problems with) to Fry's Electronics in Manhattan Beach, CA. I had a year left on my 3 year extended service contract so when I took it in they confirmed that the D/C jack needed to be replaced but that this was a covered service and it would be at no additional cost to me. They had me boot up my computer in-front of them and sign some forms asked if I would like the free loaner computer as this repair would take 6-8 weeks. So I got a fabulous upgrade loaner and left feeling great! My excitement lasted only a week then fry's called me and told me that the D/C jack bracket inside the computer was broken and this was considered physical damage so it was NOT covered by the contract. And that the labor to fix it would be $150 and then they quoted me an additional $180 for the parts! Needless to say I was furious! I asked to speak with a supervisor ASAP! The supervisor gets on the phone and talks me down and tells me that they would cover the labor for free but that I would still have to purchase the parts. He told me they would charge me $180 or that I could purchase them else where to get a better cost. I told him I was on a fixed income and would try to find a better price else where. So I went to toshiba.com and toshiba's website directed me to their repair parts distributor website where I was able to find the parts but I need to have the specific product off of my original parts to get be sure I was getting the correct parts. So I called Fry's and spoke to 3 different reps and none of them knew what I was talking about. After 2 hours of the run around and being placed on an indefinite hold and disconnecting and calling back and being placed on hold again I finally got a hold of someone that I thought knew what I was talking about. He told me he would take a look at the parts and call me back with the product numbers. But when he called me back he gave me my computer model number / Product number... Really I found those numbers within 5 minutes online without any formal training. So I finally asked to speak the manager that had given me the original approval to get the parts he listened to me explain myself for the 10th time and told me it would take 30 minutes and he'd call me back cause he needed to opened the computer up. FINALLY!!! He did just that and I was able to order the parts (for only $88 including shipping) and took them to Fry's on June 22nd. After a week I still hadn't heard from Fry's so I called after work around 5PM and the manager that was now exclusively handling the repair was not in so a message was left for him to call back later. Since it was late I wasn't too upset that he didn't call me back that night but he still hadn't called 2 day later so once again I called him and he gets on the phone and tells me if there was a problem with the display when I brought it to them. I explained that no there wasn't and backed it up with the fact that the service paperwork states that it was turned on in-front of the tech when I dropped it off and was working fine for the exception of the D/C jack. He said that he thinks they might have damaged the mother board during the repair and that he was going to replace it for free since it's covered under the service contract but he had to order it but in the meantime he'd be checking out the system to make sure there was no other fix. We ended the conversation with him saying he'd call me in a couple of days with the update. That was on a Tuesday. He still had not called me back that following Tuesday so I called him Wednesday morning but he wasn't due in until later and I called after work around 5 and was told he had left early so he could come back to close. So I left yet another message for a call back and didn't get one by Friday so I called again was told he was on vacation until the 25th of July this was the 15th of July. I was not happy!!! So I left ANOTHER message for the supervisor that was in-charge until then to call me back with an update. Oh and they had no idea whether my new mother board had even been ordered before the manager had left on vacation. The after 2 more calls I still had no luck speaking to the supervisor and no one else knew anything about my repair and at this point I was done trying to explain it so I just waited for the manager to return. I Called on the 25th early in the day he wasn't in yet but they told me he'd be in at 6pm so I waited until 7 and called. It took the call center 3 attempts at contacting he before they finally just gave me his direct line to try myself I tried multiple time with no luck but his direct line reverts back to the call center when it isn't answered so I let it connect to the call center and asked for the store manager told him of my attempts and the call centers attempts at contacting this Service tech manager and he personally walked the phone over to the tech manager and handed it to him! The tech manager told me that the mother board was ordered on the 22nd and should be there on the 29th that Friday and that he would be there to repair it Saturday and would call me Saturday when it was ready. Of course on surprise I didn't get a phone call I called on Tuesday July 2 last week and was told by the tech manager that the new mother board was put in and still had not fixed the computer... So he was going to put through a request for a replacement and that I should hear back from... Right... I called him this Tuesday and he told me he was waiting for it to be approved and he'd get back to me... Right... I called him on Thursday and was told that he wasn't in and this young employee took it upon himself to look into the update and call me back... FINALLY!!! Someone actually called me back!!! The kid called me and said the manager approved the replacement as store credit. He wasn't sure how much but told me that someone would be calling me around 11am On Friday. And they did. H called me and told me I was approved for a replacement computer and that it was better than what I had and had more space... I was at work when they called so I heard that it was a better computer and confirmed that I would be getting my purchased repair parts and my data from the old computer transferred and left it at that. It wasn't until I got home from work I realized I had no idea what my replacement actually was. So I called and got the model #... It's an AMD processor I had paid extra 2 years ago for and Intel... I called them to tell them this was not acceptable to me and they told me that I'd have to wait til Sunday to get it changed cause the tech manager that approved it was the only one that could change it and he was gone for the day and isn't due back in til Sunday... I'm about to say I'm done and just accept this joke of an upgrade...
If Fry's wants to challenge the validity of any of this I'll back it up with phone records...
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