Fry's Electronic & Dave Bert, General Manager rip-off Promised to cover Rebate Customer NO Service runaround Tempe Arizona
In October 2001, I purchased an HP 6912 computer, an HP Deskjet and an HP 5300 Scanjet, which qualified me for a $100 rebate in the HP "wrap up the savings" rebate event handled by Young America, "Consumer Interaction Experts," 18671 Lake Drive East, Chanhassen, MN 55317-9383; (800) 728-9665.
Just as predicted by the EDitor, they denied my rebate. I wrote to Young America, because HP told me that they had nothing to do with the rebates. I experience was that I did not have one piece of mail or message answered, and when I tried to call, their phone was busy, noone answered, or I left a message. That is another $100 Young America keeps.
Additionally, in the meantime I also purchased a Netgear router for which I was to receive a $30 rebate and a US Robotics wireless PCMCIA card for which I was to receive a $30 rebate. Global Fulfillment Services handles the US Robotics rebate and I have not received a check to date. The Netgear toll free number (877) 775-0348 does not work and there is no satisfactory from the website provided @ REBATESTATUS.COM
I was very frustrated and went to Rip-off Report and I was told that the EDitor had made an arrangement Fry's because they got my business predicated on condition of the receipt of the rebate. I faxed the rebates twice and after the second time a manager by the name of Keith Weragota (phonetic) told me that Dave never made such an agreement because it is contrary to Fry's policy, essentially calling me a liar. This really pissed me off and I want the world to know how customers are treated at Fry's.
Fry's owes me $160 in rebates, which they obtained under false pretenses. Additionally, I have made 5 trips from Taylor, Arizona to deal with this matter, including two faxes. I have been stood up and been given the run around. I receive $62 for my round trip to the VA hospital and that would be $310 for the travel. I feel they owe me $500.
I tried to call Dave and Keith about this and have now been shuttled off to Fry's Customer NO Service manager, Connie Fritz, who was rude and deliberately obtuse. She was clearly given instructions to run interference. I had Rip-off Report call and was told that they had the same experience. Connie told them she would have someone call the Rip-off representative back and to date noone has. (TYPICAL CS SHUTTLE)
Fry's cannot absolve themselves of responsibility because they have been informed about the problem and have continued to participate in the scam. The EDitor also told Dave that rebates are not a good deal to either the consumer or the dealer because it makes the dealer look bad when the consumer gets ripped off. The inherent message here is that Fry's does not care whether or not rebates are received. I made purchases based on the expectation of the receipt of rebates for which I FULLY qualified. I hold Fry's, Dave Bert and the management crew responsible for my loss.
DON'T TRUST FRY'S AND DON'T TAKE REBATES FROM THEM... you may never see it.
Danny
Taylor, Arizona
U.S.A.
1 Updates & Rebuttals
Dave Bert challenges my ability to produce fax receipts
#20
Thu, January 09, 2003
On January 7, 2003, after I faxed this report to Mr. Bert, he called Rip-off Report and spoke with Frank Torelli. Mr. Bert challenged me to produce the fax receipts for my attempts to get their assistance in obtaining my rebates in the matter of this SCAM. Today, I faxed my receipts to Mr. Bert and am awaiting Fry's response.
(As a side note: I was also told that Mr. Bert confirmed that they feel that Fry's has no legal responsibility to resolve rebate matters, although they often try to. Additionally, Mr. Torelli told Mr. Bert that in-store rebates are the way to go. Let's hope that Fry's takes Mr. Torelli's advice and you won't have to deal with the fulfillment houses which invent ways to prevent you from getting your money.)
In the process of trying to make contact to ensure Mr. Bert got these faxes, I was put in contact with "Constance." Now I have a better idea why Fry's has a customer service problem. I will admit that only a couple of bad apples spoil the barrel, which is apparently the case here, but the mark of good leadership is to train the train-able, and get rid of those who will not retrench. I should not have to pay for their internal problems.
The following is the message that I included with the fax receipts:
"Mr. Bert,
Mr. Torelli informed me that you did not believe that I had fax receipts. In accordance with your challenge, I am providing them. Next, I had tried to call you before faxing them so that I could explain what I was sending. I was told that there was no manager on duty and that the customer service manager was in charge of the store.
Instead, I was put in contact with someone who called herself, Constance (no last name). I need to let you know that she was rude and lacked the basic common skills to successfully provide adequate customer service. She continually interrupted me and talked over me and interjected assumptions which were not logical.
For example, I asked to double-check the fax number. As it turns out, that is where I had sent one of the faxes. Constance then she asked if I had indicated that it was to YOUR (Dave Bert's) attention. I told her, "NO, however" and was about to tell her that I had indicated it was to the attention of Keith Gota (I had thought that was his name at the time). Constance interrupted me and took the opportunity to deride me, telling me that was the reason why the fax did not get to you.
In closing, I would suggest that the likely reason for your customer relations debacle, which is your legacy, is that your representatives do not listen, and if they do listen, lack the necessary critical thinking skills to know how to solve problems.
Sincerely,"
Hopefully, Fry's will finally take action to rectify my ripoff.