Fry's Electronics
Not honoring Service Warranty terms - Sony F125FX/H C i7 - 740QM

Purchased a Sony laptop for our college bound daughter, and the Fry's Service department would not honor the warranty that was purchased with this product (paid over $1,700 dollars for computer and warranty). A problem had developed of the laptop not recharging the battery correctly. The laptop was brought to Fry's service department during our college student's Christmas break (after Dec. 28th). The Service Mgr. Accused our daughter of breaking a small part that is inside the computer where the power cord connects to the laptop by dropping it. However, the part was never on the computer, and furthermore she didn't realize a part was missing.in fact our daughter thought the problem was failure of the power cord. The computer is in Superior shape with no dents, no scratches, and no marks on it. The Fry's Service Department Mgr. Was rude, unprofessional, and obnoxious. We were told it would take six to eight weeks for the laptop to be serviced, and we would have to pay additional funds to have it sent out. Also our daughter would NOT be provided a "loaner upon request" as per our Fry's paperwork under the notation of 3 yr. Extended warranty states. Another customer who was at the Fry's Service counter told our daughter there was a Sony store in Seattle. So we drove to Seattle, where a Sony representative examine the computer, and he stated they could tell that the computer had never been dropped (No dents, no scratches, and no marks) and they were sorry the part was missing. He could tell immediately she took excellent care of her laptop! They would be happy to help us, and service her laptop under Sony's warranty. IT TOOK Sony LESS THAN FIVE Business days to have the computer serviced. There were no additional charges, excellent customer service, and they honored the warranty. What we experienced at Fry's is bad business practice. We will never purchase a major or big ticket item again from Fry's.

Company: Fry's Electronics
Country: USA

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