Refuse to fix computer covered by warranty. They advised they refunded my warranty but cant prove any refund was ever made.
when computer was having issues the store advised i should go thru dells warranty the 1st year. I asked why and advised if they were not going to fix computer I wanted a refund on the warranty. I still had issues after the 1st year, spoke to corporate office & store techs, when they found out the harddrive was corrupted they refused to honor warranty and said they had refunded it to my credit card. I have email proof of this, when I asked for dates they refused to give me dates. they advised a gift card was issued in exchange for it and because of it, this nullifies my warranty even though I was never made aware of it. I think the district manager took it personally when I confronted him about his ethics and refuses to honor it. Doesnt indicate anywhere on the warranty that it becomes null and void if a gift card is issued and if it did, I would still have a valid warranty because I have no refund as of today 12/18/2014
ADDRESS OF STORE:
The warranty clearly states that I will get a credit for the amount paid and this is also what the store clerk advised. I would prefer a check for the amount of 338.00 plus tax less the insurance amount
Business Response /* (1000, 5, *********** */
Customer's request for a refund was honored and is waiting for her at the store.
(The consumer indicated he/she DID NOT accept the response from the business.)
I made it clear to the District manager **** ******* that I would have my computer fixed, He advised that the my credit card was refunded on or about the 24th of August and that invalidated the warranty. I never received any credit, so my warranty is still valid. When I advised I never received any credit, they back pedaled and advised a gift card was issued , this was not our conversation and not agreed upon by me. I also advised Mr ******* that I was in the store discussing m y computer being fixed. He advised he could not explain this. So again I still have no refund as of today 1/1/2015 and we need to follow what the warranty indicates. If they can show me where in the warranty that a gift card issued with out my knowledge is considered a refund i would appreciate it. A refund should be a credit to my card or a company check. I have numerous emails and voice mails to prove my case.
Final Consumer Response
Dear Fry's, I am reopening this complaint because consumer is requesting a little more information. She is concerned that the gift card may not be for the amount she is requesting. Please read below and provide one final response. Thank you, ***** -BBB
I purchased the two year warranty from Frys. It was for any thing that went wrong with the computer. It was faulty right away. I called Frys and they advised me to go through the original 1 year warranty thru Dell. I asked why did I purchase their warranty and if my warranty would take effect after the Dell warranty. They said ''no ''. I asked if I could have a refund of my warranty if they were not going to honor it. They refused and advised me to keep it since there may be trouble after the 1st year. I had several problems with it through out the year.
When I called Frys about the refund of the warranty and I may need that money to fix my computer they advised they would fix it. I said ok and I went to the store to advise that I have very important information on the computer from clients that can not be compromised. They advised me to back up my computer. this was on August 24th 2014. My Dell warranty ended on or around the 5th of September 2015. The district manager called me back after I had made a complaint about Fry's having me go through the Dell warranty and i thought it was fair to start my two year warranty at this time. He advised me that was not an option and they would fix it with in the year. Since Dell had been viewing my computer I asked them to send me a print up of what was wrong with it. They did and I called the district manger to advise that the hard drive was indeed bad and had been faulty from day one. It also was a return. I asked why I wasnt advised on this and he said Frys is under no obligation to disclose this information. Keep that in mind. I said ok well this is what Dell told me is wrong and I need it fixed. He then advised me that they had refunded my warranty and I was not entitled to get it fixed. He specifically said that my credit was credited on august 24th 2014. He also said he was giving me an additional credit to my card of $25.00. His exact words were that once the refund to the credit card goes through there is nothing they can do about it. I checked my credit card and no refund was made. He advised at this time his exact word '' OH UM oh yeah a gift card was issued to you and its been sitting in the office for you. I told him i was ever made aware of this and i had went into the store and they were making arrangements to fix my computer. He said I dont know why it wasnt given to you and why they offered to fix your computer. 'So I asked what amount the gift card was for he came back with an odd number $40.000.
I have a voice mail from the assistant manager on that day Ive been saving and he never mentioned a gift card. Th district manger advised he was prorating my warranty, But when I told him that Frys made me go through Dell the 1st year , they should at least refund the whole 100.00 of the warranty. I asked him to show me where the warranty states this as acceptable has since advised he will no longer answer my questions. I sent a registered letter to the bosses the *** s and ***** ******* They also refuse to acknowledge their wrong doing. I know the BBB has several complaints regarding their refusal to honor the warranty. Since the district manager advised me they dont have to disclose faulty merchandise why would I want to buy another item from there store. This is why I wont accept a gift card. I am in the right to complain, I had to send computer in three times and this next time I have to pay for it. I only had it a year. I will send the warranty in the next email and will forward emails that prove my case in dealing with Frys avoiding responsibility. also keep in mind that Frys holds their own warranty. They do not outsource , so when they explain that there is no way to reinstate the warranty is just baloney. Once again I need to know what they are trying to send me, Ii still dont know what they are offering me, Are they offering me the 338.00 in a gift card so I can buy a new computer.
XXX-XXX-XXXX - Fax - XXX XXX XXXX
Final Business Response
According to Store Manager, we will issue a refund by check for full amount of $99.99(PSC's are not taxed), which will be mailed to her address.