The complaint has been investigated and
resolved to the customer's satisfaction
Fry's Electronics / Sony Vaio Notebookcustomer service honoring warranty

I purchased a Sony vaio pink notebook and a 52 in . t.v. on March 12, 2008 with my visa /debit card the purchase amount was 4, 312.17.At that time they offered me the extended service contract, which I was led to believe covered everything.I later found out that was a lie!When I made the purchase it was with my visa and there was no problem, when my daughter had a problem with her computer the first time they tried to tell me that she could not get a loaner because I used a debit card, clearly I did not if they looked at their own paper work.After much arguing and several threats of fraud and reports to the bbb, they decided to give her a computer compearable to what I paid 1299.00 .This by the way took several hours at the customer service dept., but I was assured that it was taken care of.That is until the next time, when my daughter had the misfortune of taking her computer in and having to deal with self proclaimed manager Scott Mestas .He not only put my daughter through the same crap we had been through the time before, but he also made her cry and told her she couldn't have a computer over 400.00.Not knowing what to do, she called me .I tried to talk to this extremely obnoxious man who thought he knew more about me then I knew about myself.I explained to him in great detail that my visa was just that and more, I shouldn't owe this miscreant my credit rating, after arguing and speaking to the store manager Mark Ashby, And explaining over and over again the problems I was having with his employees.Oh this really got me Mark, the store manager didn't know he had an employee named Scott Mestas in service and no one could find my daughters PINK computer right after she left crying.Scott gave her a Toshiba bottom of the line and sent her on her way crying so hard she couldn't drive .A couple of days later I finally got a call apoligizing and saying if we wanted to make the drive back up there they would give a Sony.I declined since it is over an hour there and an hour back, and my daughter has school all week.Today my daughter went to pick up her computer and take back the loaner, and she had yet another bad experience with another service manager Evette Flores and computer dept. manager Rithy, she got the double whammy.They kept her waiting for one hour and kept asking for her paper work, she thought they lost her computer, then manager 1comes over and tells her they can't take back the toshiba computer because the serial number has rubbed off, like shes a thief.Now here's the kicker the computer is perfect it matches the box and the paperwork and there is no damage, manager #2 Rithy refuses to talk to her and refuses to give her back her computer, my daughter says she would like them to speak to me on the phone and they refuse.I call the store and speak to Evette first and she calls my daughter a liar and says she altered the toshiba, for what reason we don't know, we never wanted it but for some reason they want us to pay for it.I called back to the store and talked to Rithy who had a bad attitude, and told me my daughter had to have intentionally removed the serial number from the back of the computer.Again accusing her of criminal activity, what would be the purpose of this, our computer is worth more.Another thing that really irratates me is every time I call and ask to speak to a store manager or even asst. manager they are not there.My experience has been horrible, ghastly, devastating and a huge waste of time and gas.When talking to somebody it is like talking to a wall .In this economy I would think Fry's would care how their customers feel about their shopping experiences.You get an F for failure in customer service, all around.


  • Ma
    Matthew Richards Jul 26, 2009

    Mark Ashby is a good friend of mine. He would never abuse his customers like that and even more so about his employees. Furthermore i have shopped at that store back when it was still incredible universe. I would like to tell you i am highly disappointed that you took to the internet of all places to solve your problem and suggest that you get a life.

    0 Votes
  • Ya
    yagami May 30, 2009

    I worked for Fry's for 3 years of hell before I finally quit. Not only do they not care about their customers, they care less about their employees. They threaten to fire us if we did not sell the warranties, which leads to, of, course, employees resorting to anything (like the lied to you and your daughter) to sell them. Also, employee turnover rate is so high, I'm not surprised that manager did not know he had an employee named that. I used to come home from work at 3am (when they finally let us leave after starting at 1am) crying because I hated my job so much. They has promoted a 19 year old who was abusive to his employees (including me)
    My advice to you: NEVER SHOP THERE AGAIN AND TELL YOUR FRIENDS. Fry's needs to go out of business. I hope to god that they do soon.

    0 Votes

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