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    Jul 29th 2009

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    Jun 6th 2010

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  • DavidJ (Jan 20th 2010)


    To wom it may concern,
    On November 29, 2009 I purchased a 58 inch Samsung Plasma television from the Fry's in Burbank, California. One week later, the television was delivered to my house. When the delivery man brought it in, I did not have an HD box to connect to the television set. The delivery man hooked it up and turned it on for a minute. At that time, I did not examine the television with a microscope because I trusted that Fry's was a reputable buisiness that sold good products. The week the television was delivered was the week of finals at my school and I had two big papers due and a final to study for on the following Thursday, so I did not watch television at all. Less than two days after the television was delivered I returned home from school and decided to watch the television. While watching the television on an HD channel, I noticed that there was a small crack under the screen on the upper right hand-side, THERE WAS NO EXTERIOR DAMAGE TO THE
    TELEVISION. I called Fry's right away and they
    told me that I would have to wait to call the manager of the store the following morning. Right away, I sent an e-mail to this same e-mail address notifying customer relations of my problem.
    I called the store the following morning and was told that the delivery man would come by in another two days with a replacement set. When he arrived at my house two days later, he and another store employee came in to my house to look at the television. Neither of the employees could see the crack until it was pointed out to them, which one of the employees later admitted to Ceasar, the district manager, while he was on the phone in front of me. The delivery man hung up the phone and told me that there was nothing that they could do for me, they would not replace the television. I asked the delivery man to call Ceasar, the district manager, back so I could speak to him. Ceasar told me that he would send a man from Samsung over to look at it. A few days later, the man from Samsung came and told me that it was physical damage and that there was nothing he could do for me. He told me that if the damage truly did not happen at my house, then the
    damage must have occurred during the shipping or delivery of the television.
    For three days I tried to get Ceasar back on the phone. When I finally did, he told me that he could do nothing for me. I told him that I would post a complaint with the Better Buisiness Bureau. He told me to go right ahead. I did just that, and Ceasar even responded to the complaint via e-mail and posted it in the Better Buisiness Bureau response section. I have the full complaint and response passages and I would like for you to read them.
    Complaint ID: 98477688
    Complaint Classification:
    Complaint Description - Posted 12/15/2009 2:13:46 PM

    On 12/08/08 A TV I purchased from Fry's was delivered to me. ITwo days after delivery, I noticed a small crack in the screen, under the protective glass screen. There was no external damage to the TV. I called Fry's 2 days later when I noticed the problem. They sent delivery guy and he said they could do nothing for me. They said I would have to deal with Samsung. The crack is not noticeable from 1 foot away. Screen needs to be illuminated with a bright background from more than 5 feet away to be noticed. I did not watch the TV for the 2 days it was here because I am a graduate student with 2 children and it is finals week. I am extremely upset because I know 100% for sure that the damage did not occur here. I feel as if there is nothing that I can do, because I did not take the time to examine the TV with a microscope when they drooped it off. Being that I have 2 small children, and I and my wife both attend college and work, I have no time to fight
    them on this. I am going to try to get the $479 back that I spent on a 4 year warranty. The district manager Ceasar something is not returning my calls now. I reported this right when I discovered it, less than 2 days later. Please help me if you can. Unfortunately, I payed cash for the TV so now I am left with few options. I know the TV was not damaged here, so I am prepared to do whatever it takes to try to fight this. It is not fair. I spent over $2600 dollars of my hard-earned money on this and I do not want to get ripped off

    Complaint Summary

    Plasma TV delivered with a crack in the screen.
    Resolution Sought

    I want what I payed for, a 58 inch Plasma TV with no damage to it.

    Additional Information
    Date Problem First Occurred:
    Product or Service: Samsung TV delivered with a small crack in the screen.
    Model Name or Number: Samsung PN58B650
    Date Purchased: 11/29/2009
    Order Number: 17790271
    Amount In Dispute: $0.00

    Company's Response
    Company's Initial Response - Posted 01/06/2010
    I explained to the customer that we would not be able to exchange the unit. Customer asked if he could get a chash refund on his PSC. I explained to the customer that we would go ahead and give him a full cas refund for his PSC. I also explained to him that I would contact the SM/ASM and the DM to inform him that we would be doing this for him.
    Initial Response Summary
    I explained to the customer that we would go ahead and give him a full cas refund for his PSC.

    Consumer's Rebuttal
    Consumer's Rebuttal - Posted 01/07/2010
    It took me over 3 days to get the manager in charge back on the phone. I knew I would get the shaft on this one, so I got my money back for the 4 year warranty. Fry's was not cooperative at all, even though their own employee admitted he could not find the crack until it was pointed out to him. The bottom-line is that Fry's delivered a TV with a crack in the screen and would nothing about it. The burned me for money that it took me a long time to earn. I am an honest person, and I brought the problem to their attention in a timely manner, yet I still got burned. I really do not understand how Fry's can get away with what they did. I have no recourse because I am a full-time student with two young children. I do not have the time or resources to pursue this matter. I would love to see Fry's get what they have coming to them in court. I am completely disatisfied with my whole shopping experience at Fry's. I will never shop there again. If anybody at the
    Better Buisiness Bureau wishes to pursue this or has any suggestions for me, then I would welcome the assistance. Please help, I am a victim of unfair business practices perpetrated by a business with no sense of right or wrong. HELP!

    Company's Final Response
    Company's Final Response - Posted 01/07/2010
    If Mr. Johnston wants to take this to our legal dept. he can put his request in writting and fax it to 408-487-4747 attention Legal dept. I will have Mr. Perez contact Mr. Johnston regarding refunding him is full amount of this PSC. Since Mr. Johnston did not state he wanted the refund as was offered to him by Mr. Perez.

    I do not understand how you can have a district manager working for you who does not tell the truth. To begin with, I was told that nothing could be done for me. I asked for an exchange or refund and was denied either opportunity, Never once was I told that I could get a full refund. It is untrue that I was ever told that by anyone. Secondly, in the final response to the complaint, Ceasar said that Mr. Perez would get in touch with me to refund me the full amount of the purchase. Again, this is not true because nobody has tried to contact me regarding such a matter. I would like you to know that Ceasar, your district manager, does not tell the truth. I am an honest person who goes to school and has two small children. I have enough to worry about rather than trying to fight for what I payed for, that being a 58 inch plasma television with no damage to it. I notified your company about the problem in a timely manner, yet I still got burned. I am just
    one person and I know that I do not matter very much to a company as big as Fry's, but what happened, regarding my purchase at Fry's, was not fair. I worked part-time and I saved that money for a long time. I worked hard for the money that I used, over two thousand dollars, to purchase the television. I am beside myself that your district manager can tell lies about what happened and what was offered to me during the course of our conversations. Are you really that dishonest of a buisiness that you would stoop to a level that low? I was going to let this matter drop, but when I saw his final response that contained the lies, I had to continue to pursue this matter. Now, I feel like I am fighting for the customers who have gotten burned, and who will continue to get burned by big buisinesses. How can he perpetrait such an injustice to the American consumer and get away with it?
    I am willing to remove the complaint which I filed with the Better Buisiness Bureau and stop pursuing this matter if Fry's does one of two things. I would be satisfied if Fry's either gave me a full refund for my purchase, which Ceasar said he would do in his response to the Better Buisiness Bureau anyways, or better yet, I would like my television replaced with a new one that has no damage to it. I just want what I originally paid for from Fry's, no more, no less. It is not fair that I have had to expend so much energy and spend so much time fighting for something that I should have gotten in the first place. The television was delivered to me in that condition, it was not my fault, yet I am having to go through such trouble to get what I rightfully paid for and deserve. It is not right.
    If anything, I just wanted for someone to see what type of person you have in charge of some of your stores. It is not right that he can tell such untruths and get away with it.
    It has been a while since the television was delivered to me, and we had a rain spell that completely soaked the box. I kept it outside because it was so big. It got wet and I had to throw it out. I had the box on the days that Fry's and Samsung came to supposedly replace the television. I do not have it now. However, I do have the television in the exact same condition as the day I purchased it.
    I would like to know if you are going to do what Ceasar said he would do in the Better Buisiness Bureau response, give a full refund for the purchase. As I said earlier, I would be more satisfied with getting what I paid for, a new 58 inch Samsung plasma televion (PN58B650) with no damage to it. Thank you for your time. I will be awaiting your response.
    David Johnston

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