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Wednesday, March 2nd, 2011
I purchased an Acer Aspire 5520-5377 from Fry's Electronics in San Diego about 2 years ago. I also purchased a 2-year extended warranty. Nearing the end of the warranty, I began to have a flickering video issue with the unit and I go to Fry's to get it diagnosed and repaired. I told the tech I checked in with that it may be a loose ribbon cable that connects the lcd screen to the connection on the motherboard. He agreed that it may the case, took note of it and had me fill out some paperwork. I told him approximately how long it would take to get this done and he told me that it should take about 3-4 business days on a minor issue such as mine. He also told me that tech would contact me to let me know when the work is done. I thought it was pretty reasonable seeing that they seem to have many various PC's needing service as well.
This was a little over a month ago.
Two weeks after the initial check in, I hadn't received a call. At the time, I had to inquire about a diagnosis charge I thought I had overlooked on the service invoice. I spoke with a tech about this charge and he told me that it was covered under my extended warranty. Feeling somewhat relieved I asked him about the status of the repair. He told me that according to the notes the servicing tech documented, based upon their proprietary hardware diagnostic program, the flickering video was linked to a bad hard drive. I didn't really get why a bad hard drive would be linked to a video issue and I asked him when it would get repaired. He told me that the servicing tech would call me to give me more details of the pending issue. A week later, I still haven't received a call so I decide to go visit them in person. I ended up speaking with whom I believe was a senior employee and I brief her about my experience. She apologized about the lack of communication and looks over the details of my pending repair. She printed out a report and tells me that the servicing tech, after running a 2nd diagnostic report, reported that the problem was a bad hard drive controller on the motherboard. She hands me the report and according to it, the hard drive was fine as well as the memory. At this point, I ask her where do we go at this point of the service. She told me that she would update the techs notes, stating that I had come by for an update and that a follow up call was requested. Confident in her efforts, I thank her and I leave anticipating a follow up call from the tech.
Still no follow up call from the tech.
A week after the visit, I contact their service department to get an update. Pretending not to be irate about the lack of service, I ask about the status of my laptop. The tech I spoke with told me that the unit had been sent out to have the motherboard replaced due to a bad hard drive controller. I asked him about the cost and time of replacement. He told me that it was covered under my warranty and that it would take a couple of weeks. I didn't really press any further, assuming that that was how long it was going to take to get it done. I then ask him if this is typically how long a repair takes and he told me that it could take a couple weeks up to a couple months. Couple of months? How could it take a couple of months? Giving them the benefit of the doubt, I thank the tech for the information and I anticipate that the work would be done. At this point, I decide to put my faith in their work. Besides, all this was covered under my warranty, right?
Another week passes by and I decide to contact the service department to just check in. I ask the answering tech about the status of my repair and he tells me that the unit was sent to their San Jose location. Stunned, I asked him why it was sent there. He told me that another diagnosis was needed. I asked him why another one was done (third one at this point) and he told me that a "2nd opinion was needed". Trying not to be irate at this point, I asked him if repairs really took this long, I mean, almost a month? He tells me that sometimes it does take that long, sometimes longer. I could tell that this guy really didn't care so I asked him if I should just follow up. He told me that I could do that. I could do that? I thought I was supposed to receive a follow up call? Somewhat annoyed by this, I thank him (yeah, I'm trying my best to be civil) for the update and decide to follow up next week.
I also decide to NEVER get ANYTHING serviced by Fry's EVER AGAIN.
As this point, it's been a little over a month now and according to their techs, I may possibly have to wait another month if I ever want to see my laptop ever again.
Your experience with Fry's Electronics PC Repair
Discussion in 'Hardware Components and Aftermarket Upgrades' started by ihas2upgrade, Mar 3, 2011.
