Fry's Electronics - Las Vegas

The Fry's Electronics in Las Vegas (there is only one store here) has the absolutely worst telephone customer service of any business I have ever encountered! Today, I called 5 times in one hour. I was trying to find out if they sold a cooling fan for my laptop computer, so that I might purchase it locally instead of sending off to Dell and spending $$$ outside of our local economy. Here is what happened on each call:

Call #1 I told the woman who answered the type of part I wanted. She connected me with computer sales. The gentleman who answered said, "I'm sorry. This is the area for new computer sales. Let me connect you with the right department. He forwarded the call, which rang for 7min22 seconds. (There is a timer function on my cell, so I can tell exactly how long I am on the phone.) Then the phone automatically hung up.

Call #2 I told the woman who answered the part I was looking for, and mentioned that on the last call I was directed to computer sales, but I actually needed parts and/or service. She again connected me to sales, and the same guy answered again. Told him it was me again, and that I waited when he'd transferred my call, but after 7 1/2 min the phone just hung up. He apologized, and said, "Here, let me transfer your call again." Transferred call rang for about two minutes, was picked up (could hear store sounds in background) and then hung up quickly without even saying a word.

Call #3 Phone rang and rang for 1 min 15 sec and then hung up without ever being answered at Fry's!

Call #4 I told the woman who answered the call the part I needed, and briefly summarized what had been happening with the calls being directed to "sales" instead of "parts." She said, "Wow. They must be kinda busy back there. Thanks for calling." The she transferred me to some extension. It rang for 4 min 12 sec and then hung up without being answered.

Call # 5 I told the woman (sounded like a different person this time, but can't be sure) What had happened on previous calls, and she said, "Sir, they're too busy back there to take calls over and over again. Give me your name and number, and I'll have someone get back to you when they have time." I asked her if she was serious, and she said, "If you don't want me to sir, I don't know what else I can do for you. Thanks for calling Fry's." and hung up.

Are you kidding me? That is the customer service attitude of the people who answer the phone? I might as will be dealing with the parts ordering department when I call Dell and have the phone call re-routed to India! At least there is someone there who will actually give you an answer to a question. I wondered, initially, why I couldn't find the phone number for Fry's located in either the white pages or yellow pages, and even checked last year's phone book in case it had been accidentally left out. Not there. Had to Google it to find the number, and then couldn't get a bit of information. I have heard the same complaint from other folks here in town, and read a number of similar comments on teacher support bulletin boards online in town. (I am a second grade teacher here.) I just don't understand why Fry's makes it so difficult to get an answer, over and over, unless it is company policy to be vague and mysterious in hopes of generating more foot traffic through the store. Seems like a completely silly way to do business, though. I guess since they are the only Fry's they think that consumers here must be a captive audience: "Come in and buy it here, or just suffer without it, doofus!" Well, this customer will find some place else in town to buy anything Fry's sells, or will just order it online and send the money out of the local economy.

Thank you for allowing me to share this experience with others, in hopes that they might not have to waste their time and money supporting a business which doesn't seem to know about customer service.

The website for this company is: www.frys.com/lasvegas and you have my permission to forward this complaint, but don't expect it to do any good!

Comment On This

honestly, I shop at frys all the time since it's opened, true I had couple bad experience with service dept and some Idiot called Ivan. An I agreed that their operators are not very professional. but there are many good employees and managers who are actually will help you if you're resonable and polite. Yes i know you are consumer, but that doesn't mean you can give anybody attitude and being rude. the lady on the phone asked you to leave phone # and name, why didn't you? why did you said "are you serious" & being a jerk. Calm down, Be nice and polite will make your life easier.

Comment On This

This is typical of the Las Vegas Fry's Electronics store. NEVER shop there unless you are unable to find an item anywhere else in the city...and I mean anywhere. Even better, try tigerdirect.com where you will probably find it at a better price, and will have all the helpful customer service you need, over the phone, 24 hours a day! The only reason to go to fry's in las vegas would be to piss on the carpet in the back aisles...don't worry...no one is around to catch you...just try and find someone if you need assistance...better yet, why not call them up first and try to tell them you are coming in to do just that...see if anyone takes any interest! AVOID FRY'S LKIKE THE PLAGUE!