Fry's Electronics / A 40& ViewSonic LCD 1080adi HD TV / Frys customer service sucks
We purchased A 40" ViewSonic LCD 1080adi HD tv from Frys San Marcos Ca Jan of 2007 at that time we also purchased a 3 year service contract. In Jan 2009 The power supply was going out! It took 3 weeks and calling every 5 days to get someone to pick the TV up.Had to ask for a manager. Was told it could take 4 to 6 weeks because they had to send it to ViewSonic OK I understood then Had to push for a loaner TV which was a 32 " Ok not real happy but better than no Tv. It was picked up March 3rd 2009. I called 3 weeks later to confirm that ViewSonic had recieved it, That took 3 phone calls every time different excuses computers slow server slow can't find it. Asked for a return phone call NEVER Happened.Finally was told after calling again and saying No I will stay on the line I want to know the statis of the TV That ViewSonic did have the TV and the Tech was working on it This was early April. Next call 3 weeks later same run around Finally they are ordering a Power Supply board. Never any return calls.Now 1st week in May after same excuses pushed to get update. May 1st power board ordered. Now you would think since this is a ViewSonic Service Center they would have the parts right. No! Why did it take at least 6 weeks to do that? Phone call to Frys on May 25th same old excuses again asked someone to ck and call me back!!! Waited Tues no call I called back Wed same excuses can't find the computer slow Ect all That I have been hearing for 3 months now, I asked for a supervisor to return my call. NOT I called on Thur. and Did get a supervisor for the first time was Nice and looked it Up GUESS WHAT were you not told the part is on back order and not expected unit JUNE 12TH . At this point I am LIVID but polite to him Said this is Un Acceptable I want a new TV This will mean at min 5 monthsto get the TV back if we are lucky. He agreed and said he would talk his manager (before taking it to the Store manager) and that person should be calling me back. NOT The Supervisor that I had talked to me earlier did call me back that night at 7:30 to see if his manager had called me back NO.There comes a point the Frys that TOOK our money for the 3 year service contract Needs to Step Up and Replace Our TV $ for $ on what we spent to begin With. They can fight it our With ViewSonic. 5 Months Is Far to Long for any repair. SOOOOOOOO It is still unresolved. But a warning to all customers out there.As we all know almost all stores are offering service contracts now their sales people are trained to do so. We also know the average of products that have to go in for service is maybe 2%. So they are making alot of money Ok fine we do this to protect ourselves on large ticket items. But when it comes to taking care of the consumer when there is a problem They pass the Buck!!! Not our fault while we sit out here without our product.So any one looking at buying a service contract(which I will do from now on Except for Sears ) Is always Ask if it has to go in for repair Where does it go? For this brand, have you had any problems getting the repairs AND HOW LONG HAS IT BEEN TAKING. I am sure the sales people do not know the answer But if they are good they will call their service dept and find out.I have worked in customer Service Off and on for 30 years and FRYS Customer service Sucks!!! ANY COMMENTS FROM YOU OUT THERE?
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