My husband purchased a new, Top of the line, Sony laptop for our child that was going away to college (Sept. 2010). Additionally a three yr. Extended warranty was purchased. The laptop developed a issue with recharging the battery. When our daughter came home during Christmas break, the laptop was taken to the service department at Fry's at the Renton WA location. The Service manager accused her of breaking out a small part where the cord connects to the computer by dropping it. She told him the computer came the way he was seeing it now, and she was unaware a part was missing. Furthermore he could tell the laptop had never been dropped... As it had NO dents and NO scratches on it. The laptop was ONLY THREE MONTHS OLD and in pristine condition. The Mgr. Quoted a down payment toward service of over $80 and six to eight weeks for repair. If Sony felt the issue was under warranty then you might get the money back.
At the initial time of purchase, since we were purchasing the extended warranty, then if the laptop needed to be serviced, a loaner would be provided. Don't believe this fallacy. The very rude Service Mgr. Stated we would NOT receive a loaner. What is more frustrating is our paperwork/invoice from Fry's lists under the 3 yr. Warranty "with loaner upon request"! Do you feel a college student could do without a laptop for six to 8 weeks? Thus the reason why we purchased the extended warranty, she would have a loaner if it needed to be serviced. We decided to go to a Sony Store in the University District in Seattle WA. The representative examine the laptop, and he stated that he could tell she took excellent care of it as it was in superior condition (no marks, scratches, or dents), and they were sorry the part was missing. There would be no problem in getting it fixed. IT TOOK SONY LESS THAN FIVE BUSINESS DAYS to have the computer serviced. Since we were looking to purchase another computer for ourselves, thus of course, we purchased it from the Sony Store due to their Professionalism, Excellent Customer Service, and how they back the warranty on their products.in the future, we will NEVER PURCHASE ANY ELECTRONICS FROM FRY'S!!! Additionally, we will be telling all of our friends, relatives, and coworkers about what happened to us. Buyer beware of Fry's.
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