I used to go to Fry's Electronics at least once a week, spending thousands of dollars yearly because of the great prices. After my plasma TV broke down I was sure glad I had opted for the 5 year service plan... Until I attempted to use it. First of all they used a company, "Television Unlimited" to take care of my problem. They flaked out of picking up the set and I had to wait another week. On top of that the supervisor "Richard" had the nerve to tell me that I had called him and changed the pick-up date.
Well I contacted Fry's to complain and everything seemed resolved.
After writing a letter to Fry's headquarters I was contacted by the Sunnyvale Store manager, Jen Meyer who was very helpful and gave me her direct phone number and asked how my set was working. I let her know it was to be delivered the next day. She told me to give her a call if I had any problems.
The set was delivered as scheduled (a month after it had been picked up), but it wasn't fixed at all so the guy took it back to the shop. I called Jen Meyer and let her know the situation. She seemed truly concerned and apologized to me for my inconvenience, and said she was going to look into it and get back to me ASAP. Unfortunately despite leaving her two voice messages at her "direct line" I hadn't heard a word from her.
After an entire month of not hearing from Jen I wrote another letter to Fry's, this time I informed them of being ignored by Jen, and how disappointed I was with their service. A couple of weeks later I decided that I had no other recourse but to file a complaint with the BBB.
Soon after filing the complaint with the BBB I was contacted by a Fry's representative about replacing my set.
I researched the model they were offering as a replacement and found that the MSRP was $1,400 less than the MSRP of the one I had purchased. It is in my Service plan that if it had to be replaced it would be of an equal or greater value.
I then went down to Fry's and when I brought that up to customer service I was told that the replacement set was just as good as my purchased one. Before I left I asked if Jen was around and if I could talk to her (after all, it was over two months since she was going to get back to me ASAP).
When she came to the front of the store she was not only visibly upset, she treated me in a very hostile manner. She kept on saying things as “We all know how you like to write letters” and “Yes, you wrote a lot of letters”, later pointing out that she was referencing the previous two letters I had sent to Fry’s. Then stated that she was shocked at what I wrote about her in my second letter after “all she had done to help me out”. When I brought up the fact that I waited for her to get back to me for OVER a month before I sent that letter in she completely lied and said she had talked to me on the phone! Then she said she never received my messages. I then asked her that even if she didn’t get my messages, why, after telling me she would get back to me as soon as she found out what was going on with my TV, I hadn’t spoken with her until right then and there at the store. Her reply was simply “I did talk to you”, a complete lie.
By then she was extremely upset, but that doesn’t explain her unprofessional actions, such as offering “twice” to give me back my broken TV if I liked it so much. Eventually I was given two other options for a replacement TV, both of which were poorer quality than the original replacement offer.
The BBB was unable to resolve this matter, so unfortunately I will have to spend even more time and effort in using the Attorney General as a last effort.
If you do shop at Fry's I sincerely hope for your own sake you neither buy expensive items as if they break you are left in limbo, and if you intend to purchase a “service contract” be aware that you are throwing your money away.
I will never shop there again after being treated in such a horrible manner by such an unprofessional and abrasive staff.
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