South Bay Appliance & Fry's Electronics

South Bay Appliance, 56 S. Autumn Street, San Jose, CA 95110

My husband and I bought an LG refrigerator from Fry's and purchased the extra warranty for $279.99. The day after our $1,800 LG refrigerator was delivered, we found that the freezer did not seal, the ice maker leaked and one drawer inside the refrigerator fell apart when we tried to open it. We called Fry's and they told us we would be contacted by the people who do the warranty service no sooner than 48 hours after we called on a Wednesday morning. By Friday late afternoon, we’d received no call, and after repeated calls to Fry’s, we were given the name of the company that was supposed to call us -- South Bay Appliance. Fry's initially would not provide us with any information because they said once the service call is reported to the warranty repair company, it's basically not their problem anymore, and that we just needed to wait. Their duty to the customer to ensure satisfaction and timely service ends, in their mind, when they report the service need to the warranty service provider. We called them and they'd closed for the day (without calling us), so we had to waitWe made an appointment for the following Thursday, the soonest South Bay could provide an appointment (over a week from the date of our first call to Fry’s). The repairman came out and could not fix our brand new refrigerator without ordering numerous parts that would take 2 weeks to obtain. We then made a second appointment with a 3 hour window. The repairman did not show up. When we called, they claimed that our appointment was not that day, but the next day, and that it was not their mistake. The next morning, we had a third 9-12 window. Again, no one showed up. My husband called them and their office was closed for lunch -- phones turned off. When my husband called his work phone to retrieve messages, he found a message from the repairman on his office phone stating that because no one had answered the phone, they would not be coming by. This despite us having confirmed the appointment the day before. The repairman left no contact number and the South Bay Appliance office was closed for lunch, so despite getting the message soon after it was left, we could not even call them to let them know someone was home. So if you miss their call, which they don't warn you they will be requiring you to answer lest you get no service visit, you have no way to call them back and they made it quite clear they did not really care. It was, in their eyes, our mistake. So if you are in the bathroom or somehow don't make it to the phone in time, they simply don't show up, even if they just spoke to you the day before and confirmed, and may leave you with no recourse for contacting them. Their attitude is basically that you are wrong and they are right, no matter how they have inconvenienced you. Never use them, and be warned FRY'S ELECTRONICS uses them as their contracted warranty service providers. We would like to post our complaint about South Bay Appliance but also will never buy another appliance from Fry's as a result of being forced to use this appliance repair company that provides unapologetic, horrible service.