Viper Daimao's Journal: Trouble with Frys Customer Service

I've been having some Frys customer service problems and want to see if you guys can give me some help on what to do next or who to contact to escalate this situation. I bought a Sharp 56DR650 DLP tv from Frys in Dec of 05. With it I purchased a 5 year service warranty. So around August of 06 it starts making this loud buzzing sound when it's on. I call the customer service place and they pass me to some repair place. I explain my problem to them and tell them I think it's the color wheel making the noise, they agree and say they'll call me back once they get the part to set up a time to come repair it. So two or three weeks go by and I am called back by the repair place saying they are still waiting for the part. I think ok, maybe there's a back order of the things.

So a few months more go by and I call back and they say they still don't have the part yet. I'm not pleased, but the TV is still working fine, just making an audible noise that I've almost tuned out by now. So I decide to wait. Well that brings us to about a month ago. I turn my tv on, only it doesn't come on! No noise, not nothing, just the power led blinking green then red. I call customer service at fry's to tell them that if they can't get the part, they need to come replace it. So the guy at fry's customer service has no idea what was going on with my request and says he's gonna put my information in a new ticket. I give him my info but he needs my serial number so I say I'll need to go back there and see it. He says no problem, that he'll call me back. Of course I am never called back. I manage to get the tv on by unplugging it and then plugging it back in and turning it on. This happens over half the time, but I it eventually turns on. I call again a week later and go through the whole process again, but have the serial number this time. They say they'll call me back with the time for their guys to come get it, and I'm never called back.

Now over a week ago, my tv refused to turn on at all. Same behavior, but no matter how many times I try I can't get it turned on. So they still have no idea about my situation and I speak to a manager. I speak to him and he takes down my info saying he'll call me back with a time for them to come and replace it. I of course never am called back. So I've called almost every day since. Each time it's an excuse about corporate holding up the paper work and that he'll call me back to update me. I've also been hung up on/disconnected every time I'm put on hold.

So I want to know who I can contact further for help resolving this matter and figured you'd be the people to ask. I can only find info for their CEO CFO and CIO's should I email them? Should I copy the state attorney general and the better business bureau on the email to them? Are there any important things I should or shouldn't say?

Thanks for any help you can provide me

Go there

[plover]

Like any other uncooperative business, you'll have to be a very persistent consumer. Preparation is key.

First, gather your receipts and your extended warranty documentation. Get the model number and serial number of the product. Get it all in a notebook. A watch or nearby clock will also be handy. Then, start documenting every contact you have with them. Stores you visited, times you called, numbers you called, people you spoke to, what you asked for, what happened. Take notes. Be sure to write do

Re:

[Viper Daimao]

Thanks a lot for the reply and tips. I'll be calling back tomorrow and I'll definitely try to use some of these suggestions.