i saw this and i chuckled...this is going to be long
Get Apple Care.
My story has to do with a 17" Powerbook G4 1.67 that I purchased from the Plano, TX store in October of 2006. I purchased the Fry's three year warranty program given its offering of a loaner computer, which seemed essential given my status as a student who traveled due to an extra-curricular activity.
I am going to be clear. I dropped my computer. The hard drive suffered damage. Fry's ran a diagnostic, using who knows what and concluded that it was only the hard drive. My computer was returned to me with a new hard drive. Mind you it was formatted with OSX Panther 10.3; my computer never could have shipped without Tiger. Anyways, I got my computer back and within two weeks realized a random screen flicker.
When I say random, it was random. Sometimes it would start flickering as soon as I turned my Powerbook, other times it would be completely random. The screen flickers were of varying degrees and lasted varying lengths of time, but nonetheless annoying.
Here's the rough break down of my stories with Fry's:
January 2006 - No Issue Found (by the Fry's Service Center), nothing done to computer, got computer back February 27, 2006
March 3, 2006 - Computer is taken back in for same issue, no issue found (by the Fry's Service Center), nothing done to computer, got computer back April 22, 2006
April 29, 2006 - Computer is taken back in for same issue, no issue found (by the Fry's Service Center), nothing done, got computer back May 23, 2006
June 14, 2006 - Computer is taken back in for same issue, no issue found (by the Fry's Service Center), got computer back July 1, 2006
July 2, 2006 - Computer is taken back in less then 24 hours of being picked for same issue, no issue found (by the Fry's Service Center), went to pick-up computer August 15, 2006
August 15, 2006 - Go to pick up my computer after threatening service reps (I will get to that later) While sitting on the counter waiting for the mass amounts of paperwork, I take out the Powerbook, turn it on, just for good measure. Fry's Tech sees screen flicker upon start-up, says "oh s****, I will get the service manager." Computer is given back October 4, 2006
October 28. 2006 - Same issue with a new complication, overheating on the left side. It was unclear to everyone at Fry's whether any work was done in between August 15 and October 28, but whatever the case, no issue found (by the Fry's Service Center) Computer is picked up in November.
December 1, 2006 - Same issues, computer given to Fry's. Fry's replaced something according to them. However on the documentation, which at this point is over 100 pages, they make no note of what they actually replace. The computer is returned on January 2, 2007, but with no record of what was replaced, just that work had been done.
March 2, 2007 - By mid-February the computer's same issues had returned, the computer was dropped off for the same issues and picked up in late April.
May, 2007 - This was the last I saw of the Powerbook in my home. On the 8th of May the computer was sent in for repair for the same two issues. On June 2, 2007 I went in to pick-up the computer, started it and within 15 minutes the computer was burning and the screen was flickering. I would go in twice more to have this happen once in August and then in late September, before on October 4, 2007 - they replaced my computer and gave me the loaner.
Some Explanations of Fry's Policies
The Lemon Law
1. Fry's must actually service the computer. All of those "no issue found (by Fry's Service Center)" don't count. The irony is, everytime I went in, I would place my Powerbook on the counter show them the issue, a tech would document the issue and then send it off, or so I thought.
2. It must be the consecutive issue four times. So when the heat problems started, that reset the clock, if that had even mattered. Even though I was still having the same old error, a new error meant that they had four new times to fix it.
3. Re-Works don't count. Everytime Fry's doesn't fix something; i.e. I go to pick it up and it fails before leaving the Service Desk, that doesn't count. That's a rework.
The Yellow Cards
Fry's will send you these cards telling you to pick-up your computer. They then get more threatening and claim that they will possess your computer. They have 90 days before that can occur. They will also begin to call you and leave threatening messages, including ones saying that "if you don't get down here before we close today, I will repossess your computer." Once again, they have 90 days before they can do anything.
Mailing it to California
You need to send them your power charger. I was told once that if we don't send a power charger, they won't look at the computer. I might also add just giving them your box as they were completely incapable of packing the computer themselves. My computer received numerous additional dents thanks to Fry's.
The Shadiness
1. Fry's will not touch in Apple in store, they might now, but at least in my time they wouldn't. All computers are sent to a tech center in California, allegedly. So you can have a store employee see your problem and it be sent to California and nothing happen. If you have something that randomly acts up, like my screen flickering - good luck.
2. Fry's may send your computer to a local, non-Fry's repair shop. According to the Assistant Manager at the Plano store, the computer was sent to a local Dallas Apple tech, not Fry's in California. Their warranty agreement mentions nothing of this.
3. Fry's probably shouldn't be an authorized reseller. They sell their old loaners as Refurbished. That is no the case, the computers are used. The problem arises if you are sold one of these and they have been registered with Apple Care whenever the first loanee got the computer, the warranty is started with Apple - so you might be out Apple Care, also these are not Apple refurbished or refurbished at all.
Parting Thoughts:
I ended up having six loaners altogether. I had my actual computer less then the time I had with two different loaner models. The staff, especially the store manager was not helpful and rude. I was threatened numerous times to cancel my service and questions went unanswered. There is not a place I know of where there are more people unhappy with service then the service desk at Fry's. I feel bad for the employees that work there, however lacking of knowledge they might be, they have to deal with things that aren't their fault as they spend most the day diagnosing problems.
Calling corporate was a joke. They were unhelpful and showed me that there was no accountability within the company. I refuse to set foot in Fry's given this experience. Even if something is cheaper there I will take my business elsewhere solely on principle.
(I edited this post after over two years, and the frustration I have still runs through my blood. I could not imagine a worse way to treat your customers and a more unethical and sleazy way of running a business. I know, given my experience at the counter, that I am not the only way that feels this way, and it's a shame given the decent prices and selection that Fry's boast. It was bad enough, I still have three employees cell phone numbers given the amount of contact I was having with them over trying to get issues resolved, so maybe I made a friend or two...)