Complain about a product or service

Fry's

Manuel of Elk Grove, CA September 28, 2009

DVR 3A We had installed in our home for about one year and had nothing but problems, we decided to go back to FRY'S Electronics, Store 14, Northgate Blvd. Sacramento, CA 95834, and asked for a recommendation of a experienced technician. They recommended Commonwealth Computers, Steve J. We made our first appointment and advised Steve, that all nine cameras and wiring are working. Our main problem is with Swann DVR #A.

On august 13, 2009, Commonwealth Computers, sent a technician to check #A Swan DVR 4/9 Securanet. He recommended we buy a new replacement. He was paid 85.00 for his services. He also added, he would call us when he had selected the DVR 9 SWANN SecuraNet at FRY'S Electronics.

On August 21, Commonwealth Computers notified us to go pick up a new DVR at FRY'S ELECTRONICS, Store 14, and go to Cashiers Registor and ask for the DVR 9, they were holding in his name for us to buy. We wrote a check for 568.21, for the DVR #1, which we later found out it was a Returned Item, which had a defect on one of the 9 cameras. Monitor "814282007324". At no time did anyone at FRY'S ELECTRONICS notified us we had by check for a open box DVR 9.

In returning the first DVR 9 Monitor, the salesperson insisted I pay a higher price for the second DVR because he stated this one was a brand new one. I explained I shouldn't have to be paying more, because it was their mistake. They sold me an open box item, which also had a defect and because it was their mistake. They sold me an open box, which had a defect and because of that I had to travel 40 miles round trip AGAIN. I wouldn't have bought open box, had I known. A Lady Manager, Ann A #60496, agreed with me and said "Let him take a new one with no money exchanged" after approving it with another Manager. So I left with the 2nd DVR.

On August 24, Commonwealth Computer came back to install the 2nd DVR9, he was paid 297.50, however,the 2nd DVR also had factory defects. he recommended we should return the #2 DVR. So I had to return back to FRY'S ELCTRONICS for third exchange. Steve Johnson met me at FRY'S He suggested I pay for a new DVR at the Cashier, which I did with my my VISA Card, in the amount of 598.11. Date 09/12/09. I would like to bring it to your attention, that FRY'S raised the price of the DVR 9 Monitor.

I have now paid FRY'S ELECTRONICS for two DVR 9. He told me to go to the Exchange line and get reimburse for the DVR number 3. In the Exchange line, the Assistant Manager called the Head Manager and the Cashier, and they all questioned me. It was their recommendation to have Steve Johnson install Swann DVR 4/9 SecuraNet in my home, which ended up, I've had to return AGAIN & AGAIN AND AGAIN, defect Equipment. Now I need to get paid for one of the two Monitors I returned. I brought it to their attention I paid 598.11 instead of 568.21. They decided because I used a VISA Card, I have to wait 10 working days and they will send me a check of 568.21.

On September 12, I had Commonwealth Computer (Steve J.) install the last DVR and Commonwealth Computer was paid 212.50 After 12 day's I received a check written to Steve J. in the amount of 568.21 for the return of the DVR Monitor. I called Steve and told him that FRY'S ELECTRONICS sent a check (in the wrong amount) to my address, which was owned to me for my Monitor exchange. FRY'S has broken their promise and this problem has caused me MILES of driving much STRESS for me, as a SENIOR CITIZEN, on a limited income.

Can anyone help me with this problem.

Monita of Renton, WA September 22, 2009

On Saturday, September 19 we went to Fry's looking for a TV. We went to the TV area and wanted some information. Steve Nguyen was able to help us but could not wait to do the sale. It was a Samsung 46", LED and we bought it for 1,919.95. He told us that if we saw this TV at any other store for a lower price, Fry's would match the price for us. We were rushed into buying the TV. We had a few other things to look at but was never given a chance because the TV was loaded onto a cart and we were taken over to a casher right away. The next day we went to Fred Meyers and the same exact TV was on sale for 1664.99. I came home and called Fry's right away. Ruth answered the phone and after several attempts she understood what I was saying. She said that she had to call Fred Meyer and would call us back. She called back after 10 minutes and said that Fred Meyer did not have any in stock. She told me that she had called 2 Fred Meyers. I gave her the number of the store that I had just gone to and she told me that she had called that store too. I told her to call again and she said that she would let me know. I personally called Fred Meyer and they told me that they had 3 TV's in stock. Ruth called me back after 5 minutes and told me that they did not have the TV in stock. At that time I informed her that she was lying and I had just called Fred MEyer myself and talked to them. She insisted that she was told that they did not have any in stock. I asked to speak to the store manager and Tuck came on the phone. He took the phone number and said he would call us back. He did not even bother to call us back that day. This is the kind of service we received from a manager's at Frys.

The next day we called again and told them that we had a picture of the TV from Fred Meyers. We were told to come down to the store with the picture. We drove down to the store after work and were helped by Janay. I showed her the picture of the TV from Fred Meyers. She took the receipt and went over to Kevin Hidalgo and Tuck was right there too. They talked for a few minutes and Janay told us that she had to call Fred Meyers because the picture was not clear. I handed her the phone number. She walked over to Kevin, came back and said Fred Meyer never had the TV and all they had was a 40". I showed her the picture that I had which clearly said 46", Kevin walked up and said that they could not go by the picture, because the model # was different and that it probably was a LCD and not a LED. I showed him the picture where it said LED 46". He said "Oh well the model number does not match". I asked him at that point how come they don't let their customers know when they sell the TV that if they see the same thing elsewhere then they need to get the model number and all other things that they need. He said "Let me call".

He spoke to someone at Fred Meyers and said "the TV at Fred Meyers is already sold", sorry. I told him that we had called yesterday when the TV was still there and he said it was too late. He said I could have his name and could write about this. We went to Fred Meyers, bought the TV, came home and took the TV back to Fry's to return it. Janay called someone over to check it. Five, Fry's employees checked the TV asked us why we were returning it and before I could say anything the person said, its okay...No questions asked. He told Janay to put down "customer does not wish to disclose" and do the return. They did not even care. I told them that we found a cheaper one elsewhere and they still did not bother to say anything. They really have terrible customer service. I am never going back to FRY's. I will not recommend anyone to go to this store. They use bad advertisement and I felt cheated. They just care about their commision and their customer service is really bad

Steve of Beaumont, CA July 28, 2009

I purchased a Software - ARTRAGE DELUXE from Fry's Electronics, Manhattan Beach, CA 0n 1/2/2009 for 39.99. This product was advertised in the LA Times with two rebates of 20 each on 1/2/2009. I sent the rebate forms along with the original receipts and UPC code on 1/6/2009 (within the 30 day limit) to two different departments (Offer # 08-53106 and Offer # 08-53105) in El Paso, Texas 88554-0030.

I waited for about 8 weeks to get a response, but did not get any response. I sent them a complaint letter at the above mentioned rebate address on 5/20/2009. I have still not received any response. Please help

ricky of redondo beach, CA May 15, 2009

on 2-1-2009 I bought a cd-rom avg antivirus for 34.99 with a 15.00 rebate Isent everything that I needed and I recived a post card saying I was approved I not got anything yet.

Katherina of Sacramento, CA April 14, 2009

Katherina of Sacramento CA (04/14/09)
I purchased 2 Bluetooth brand headsets for myself and my daughter. Neither one would charge. My son-in-law had thrown away the packaging on trash day, so I did not have the packaging to take it back in, but I had the receipt showing that it was a new purchase. They accepted them back, but charged me a restock fee.

I do not understand why I was charged for a defective product. I did not want an exchange because if both of the same brand did not work, how was I to be sure that the new ones of the same brand and possibly same lot, were not also defective? I wanted the money returned to my bank card and to purchase a different brand. Is this even legal? What also bothered me is that in the computer, he listed repack. Does this mean they will repackage and set it back out for some other unsespecting customer just to make a buck?

I had to pay a 5.00 restock fee on defective products. I would like the restock fee back. I would also like an apology for the fact that they charged me for a product that was not working through no fault of my own.

Mike of Springq, TX March 27, 2009

Mike of Springq TX (03/27/09)
My plasma TV i bought from Fry's started ghosting in less than a yr and a half. I bought the service agreement for 100. They told me that they would have someone from an outside company come and look at it and give their advice to Fry's as to the problem. It took them 3 weeks to get someone to my house. Then it took another 2 or 3 weeks to get someone to give me any information as to what they had decided. Then i was told by one person it was going to be replaced and that it would be soon.

About 2 weeks later, I called again and they said it needed to be approved. So basically everytime i call its a different person and a deifferent story. I still haven't gotten any resolution and I'm about to call and go crazy on their manager. FRYS is crap for service.

Magnus of Topanga, CA March 18, 2009

Magnus of Topanga CA (03/18/09)
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 size of the HD. 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. K. Doi 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.

I just want the documents on the haddrive extracted. Therefore I need help by someone contacting Fry's electronics in Woodland Hills and have them help out with a data recovery of the Hard drive. It says that they have a 30 day warranty on their service.

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