Fry's Electronics - Allpharetta GA Ben Thornton, Service Department Manager Fry'sEflectronics Performance Insurance is a Ripoff Internet

I am glad that your screen was eventually fixed.

I am here to comment on the issue with the USB port.  Neither the manufacturer warranty, as well as the PSC (Performance Service Contract), cover "physical damage."  This is explained within your PSC contract, which you signed, at the time you purchased the computer.  When it comes to something like a USB port and misaligned pins, there can be a number of things that cause it.  Honestly, the most likely issue with it is that whatever device was plugged into that port unknowingly bent one of the pins.  This can happen very easily and tends to happen quite frequently.  In a case like this the issue becomes one of discretion.....unfortunately it is the discretion of the department manager.  The bent pin CAN be categorized as physical damage due to user error.  But in all honesty, every half decent tech knows how easily those pins can be bent.

My advice would be to talk to the PIC (Person In Charge).  Do not be irate or aggressive, but be assertive about your cause.  The PIC can override the decision of the Department Manager.  The PIC usually has a podium at the entrance of the store.  Their picture is usually on the podium.  They are not always standing at the podium due to the fact that they oversee a vast number of things within the store.  Assertively plead your case with that person and you should be able to get your machine serviced under the PSC.

Also, I strongly advocate purchasing the PSC from FRY's when purchasing a computer.  However, you have to make sure you FULLY understand what it covers and what it doesn't cover in order to figure out if purchasing it fits what you need.  What I noticed during my time at Fry's was that the salesmen would say pretty much anything to sell the PSC to a customer because of the simple fact that they earn commission from it.  Then, when the customer had an issue that was not covered under the PSC they would get mad at us, the technicians, as if it were our fault.  We used to keep a copy of the PSC at the Service desk to show customers that the original documentation they signed stated things other than what the salesman told them.  I don't know about other Fry's stores but the techs at the store I worked at (Store #29 in Houston) were all very upstanding people.  We never dodged repairs and never attempted to rip people off.  The salesmen however, they were snakes.  There was unspoken bitterness and tension between our Service Department and our Computer Sales Department.  I would be walking past the sales department and a customer would ask me a question.  The salesman would jump in and give some off the wall answer that helped him sell it and I would shut him down and correct him.  I would explain the specifics of how everything worked and because I was a tech, they believed my answer instead of his.  In fact, most of the techs at our store actually enjoyed when they got the chance to truthfully explain things to a customer that caused the salesman to lose the sale.  That's what you get for trying to take advantage of people.  The salespeople work off of commission so they will say anything to make a sale.  The techs don't work off commission.  At least they didn't when I worked there.  I made the same amount of money regardless of whether I repaired your computer or not.  So lying to customers and refusing to repair their machines didn't benefit me at all.  And in fact, we had a quota of how many machines we had to repair under PSC each month.  So in all honesty, it's in the department's best interest to check your machine in under your PSC and repair it.  However, if the USB port is messed up then that means they will have to order a replacement motherboard.  That will take a few weeks.  This is, unfortunately, not something that can be changed.  It's a long and complicated process to RMA parts.  Add to that the fact that Fry's has the most inefficient means of logistics between Service departments and manufacturers.  

In summary, if someone in the store gives you a hard time about repairs then talk to their department manager.  If the department manager gives you a hard time then assertively talk to the PIC (Person In Charge).  PSC's for computers can be a good idea depending on your situation.  Computer salesmen work off commission and will say anything to get you to buy a PSC so make sure you ask for a copy of the contract BEFORE purchasing a PSC to verify what is covered.  DO NOT take the saleman's word for anything.  If you want extra reassurance about a few things go to the Service Department, without the salesman, and ask them any questions about the computers or PSC's you are considering.  They do not get commission when you purchase a computer or PSC, and they are the ones that have to deal with your computer after its been purchased, so they are more likely to answer truthfully.

I hope my words have helped shed some light on the subject and I hope my suggestion helps get your machine repaired.

Shane Young
Former Fry's Service Department Technician
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