| rev:text
| - Just emailed the local Fry's store and online customer support:
To whom it may concern,
I thought I would share how my first attempt at purchasing a new computer build at Fry's went, and how my $4000 intended for Fry's ended up with Amazon and Newegg instead. Poor inventory selection and absolutely horrid customer service has lost me as a customer. But, if anyone reads this cares at all, perhaps you can find a few areas in need of improvement for future potential customers.
I am building a new computer, and decided it would be nice to get things local/faster, and it was just fun visiting your Tempe store, so I decided to get everything from Fry's, and with your internet price-matching, why not?
First I looked for my case, a Phanteks Enthoo Primo. Unfortunately, it doesn't seem that the store carries any Phanteks cases. Bummer.
Then, I looked for my graphics card, an Asus GeForce GTX 1080 Overclocked Ti 11gb Strix. Unfortunately, the store only had one 1080 card, an EVGA if memory recalls, and never carries this one. Bummer.
Then, I look for my motherboard, an Asus Maximus IX Formula. There was only one in stock, and it was open box. Bummer.
I then took a quick glance for my power supply, an EVGA SuperNOVA 650W Platinum, didn't immediately see it, and left, to shop online.
But that is not why I'm writing you now. I'm writing you now, because the next day (5/21), I ordered my monitor online from frys.com, an Asus PG279Q, with free shipping, and then the absolutely horrendous customer service started.
I received an email later that day, saying that my order was cancelled because of "billing address" issues with my credit card, and recommended I call customer service. Umm, how about you call me if there's an issue, and don't just cancel my order? Well, I did call "customer service", and asked what the issue was. The rep said that there was billing address issues with my credit card, and said I should call them. I immediately brought up my credit card account info and frys info online, and confirmed that everything was exactly the same. The rep then said that no monitors were available for shipping now anyway, so it didn't matter. I said it sounded to me like Fry's ran out of monitors, cancelled my order, then blamed the credit card company. The rep then said, "You can think whatever you want. You're not getting a monitor either way." Holy cow, it was horrible customer service. I got off the phone with him, then checked online my self. The monitor was indeed no longer available for shipping, but was available for local delivery from the Tempe store (plus a delivery fee), so I placed another order. It is important to note that this second transaction went through just fine. No "billing address" issues. My first order was cancelled illegitimately, so I was unwilling to pay the $40+ delivery fee for something that I had just ordered online with free shipping, and I wanted to ask the local store to waive the delivery fee, so I called the Tempe store.
That rep said they couldn't do anything with the billing and told me to call customer service. I then called customer service, and they said that delivery charges could only be waived by the store, and that I'd have to call them. I told him I just got off the phone with them, so he put me on hold and called himself, and connected me to the store again. That guy told me he couldn't waive the local delivery fee, but that if I wanted to cancel the order and then re-place the order the next day, I could get free delivery then. I told him it is rediculous to suggest he couldn't give me a free delivery tomorrow, but could give me free same day delivery the next day, and I asked him to either make it work, or cancel the order. He cancelled the order.
The next day, this morning, I got a call from a Tempe store supervisor who said, "I got a note saying you wanted free delivery or something? Why?" Maybe try a little harder at your customer service too guy. "Why?" yourself. I explained the situation to him, he said the monitor didn't qualify for free shipping. I said I wasn't concerned with whether or not it did or didn't qualify for free shipping, and that I was asking for the fee to be waived due to an illegitimate cancellation with free shipping and horrid customer service. I said, "Either deliver it to me with free shipping, or cancel the order and you'll never hear from me again."
"I'll cancel the order."
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