got some awesome customer service

seabeerob213
seabeerob213 Posts: 1,843
edited December 2012 in The Clubhouse
i ordered myself a CSi3 from fry's on about November 20. i live in sicily at an FPO address an usually packages take about three to four weeks to arrive, so i wasnt concerned about it until then, as i had received an email saying it had shipped. at about the end of the 4th week i emailed them inquiring about what i need to do to receive help, or my product, and stated why i had waited so long to email them. i was told only, file a claim within 14 days; well as i had already made clear in my email, i was aware that this is outside the 14 day window. it seems to me i got a form letter and no real help, after this is said and done, fry's most likely will have lost a customer. here's the email i received, i dont have the one sent from the form on their website but i do have a follow up i sent from my personal email to correct a date i messed up originally.

Dear valued Frys.com customer,

Thank you for contacting Frys.com.

If you suspect that your package has been lost, please report the situation to our Customer Service Team at 1-408-350-1484 within 14 days of shipping. Frys.com will file a claim with the courier; please do not file a claim yourself or we will not be able to replace your order or issue a credit. Frys.com will only issue replacement orders or credits after the investigation process is complete.

Frys.com reserves the right to determine whether we will reship a product or issue credit for the reported loss.

We apologize for any inconvenience that this situation may cause. Please let us know if we can be of further assistance.

Sincerely,
Jennifer C.
Customer Service Associate


Frys.com
1-408-350-1484
1-866-596-4152 FAX
www.frys.com


my correction email
i recently message you through your contact us feature on your website about finding a package, and i gave the wrong date for the order, i ordered on the 20 of november, not the 21

0064774276 . 01010I

Order Number: F4382175
Ship To:
ROBERT DOUGLAS
PSC***********
FPO, AE *****

1 6895096 POLK AUDIO CSI3 BLK CENTER CH. SPEAKER 99.95

Total $: 99.95
__________________________________________________________________________________________
Order Recap:
Total Product $: 99.95
Net Product$: 99.95
Sales Tax: 0.00
Shipping: 58.99
Grand Total: 158.94
2 Channel(work in progress):DAC: Schiit modi 2 uberAmp:Parasound 1200 MK IISub:RBH 1010-SEP Speakers: Monitor 5A peerlesscurrently running some krk rokit 3g since the HK pre outs died and i need to start breaking everything down to move in a couple monthsHeadphones:Source: tidalDAC: schiit modius epre: schiit sysAmp: AQ dragonfly black/ schiit magni2 Cans: Velodyne V-True, Grado SR225i, sennheiser x drop gaming headsetPC:DAC: schiit modius e(over spdif)pre: schiit sysspeakers: prenous eris 5 xtSub: Earthquake Sound MiniMe-P63most of my comments are passing on of info, im a noob, im just trying to help how i can, if im wrong or out of place to comment, dont hesitate to let me know :)"WITH WILLING HEARTS AND SKILLFUL HANDS, THE DIFFICULT WE DO AT ONCE, THE IMPOSSIBLE TAKES A BIT LONGER, WITH COMPASSION FOR OTHERS. WE BUILD - WE FIGHT FOR PEACE WITH FREEDOM"Seabee Memorial, Arlington, VA
Post edited by seabeerob213 on
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  • seabeerob213
    seabeerob213 Posts: 1,843
    edited December 2012
    i have yet to cal as their business hours are at night here and i dont feel like waiting on hold while i could be resting up for work the next day
    2 Channel(work in progress):DAC: Schiit modi 2 uberAmp:Parasound 1200 MK IISub:RBH 1010-SEP Speakers: Monitor 5A peerlesscurrently running some krk rokit 3g since the HK pre outs died and i need to start breaking everything down to move in a couple monthsHeadphones:Source: tidalDAC: schiit modius epre: schiit sysAmp: AQ dragonfly black/ schiit magni2 Cans: Velodyne V-True, Grado SR225i, sennheiser x drop gaming headsetPC:DAC: schiit modius e(over spdif)pre: schiit sysspeakers: prenous eris 5 xtSub: Earthquake Sound MiniMe-P63most of my comments are passing on of info, im a noob, im just trying to help how i can, if im wrong or out of place to comment, dont hesitate to let me know :)"WITH WILLING HEARTS AND SKILLFUL HANDS, THE DIFFICULT WE DO AT ONCE, THE IMPOSSIBLE TAKES A BIT LONGER, WITH COMPASSION FOR OTHERS. WE BUILD - WE FIGHT FOR PEACE WITH FREEDOM"Seabee Memorial, Arlington, VA
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  • seabeerob213
    seabeerob213 Posts: 1,843
    edited December 2012
    well, they have just informed me they will file a claim, so we will see how this goes, i will call monday night as i dont have to work on tuesday

    started as sarcasm but maybe serious now, lol
    2 Channel(work in progress):DAC: Schiit modi 2 uberAmp:Parasound 1200 MK IISub:RBH 1010-SEP Speakers: Monitor 5A peerlesscurrently running some krk rokit 3g since the HK pre outs died and i need to start breaking everything down to move in a couple monthsHeadphones:Source: tidalDAC: schiit modius epre: schiit sysAmp: AQ dragonfly black/ schiit magni2 Cans: Velodyne V-True, Grado SR225i, sennheiser x drop gaming headsetPC:DAC: schiit modius e(over spdif)pre: schiit sysspeakers: prenous eris 5 xtSub: Earthquake Sound MiniMe-P63most of my comments are passing on of info, im a noob, im just trying to help how i can, if im wrong or out of place to comment, dont hesitate to let me know :)"WITH WILLING HEARTS AND SKILLFUL HANDS, THE DIFFICULT WE DO AT ONCE, THE IMPOSSIBLE TAKES A BIT LONGER, WITH COMPASSION FOR OTHERS. WE BUILD - WE FIGHT FOR PEACE WITH FREEDOM"Seabee Memorial, Arlington, VA
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  • helipilotdoug
    helipilotdoug Posts: 1,229
    edited December 2012
    We had an order from Italy that was shipped out on Dec 3. Still has not arrived. Checked with the carrier, and was told it can take 6-8 weeks for delivery to Italy. Don't know if it's customs or what, but delivery there is .......S L O W......... The speakers might show up eventually. I'm hoping someone in customs did not need a set and the Cardas binding posts I sent to my customer in Italy get there soon.
    Sunfire Theater Grand IV
    Sunfire Cinema Grand Signature
    SRS 2.1TL
    SDA 2BTL's
    CSiA6
    FXiA4
    FXiA6
    SDA 2A's
    Monitor 10A's
    http://www.douglasconnection.com
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  • seabeerob213
    seabeerob213 Posts: 1,843
    edited December 2012
    agreed doug, FPO how ever is slightly different than shipping directly here as i believe it is handled by the military once it leaves the usa, not sure though
    2 Channel(work in progress):DAC: Schiit modi 2 uberAmp:Parasound 1200 MK IISub:RBH 1010-SEP Speakers: Monitor 5A peerlesscurrently running some krk rokit 3g since the HK pre outs died and i need to start breaking everything down to move in a couple monthsHeadphones:Source: tidalDAC: schiit modius epre: schiit sysAmp: AQ dragonfly black/ schiit magni2 Cans: Velodyne V-True, Grado SR225i, sennheiser x drop gaming headsetPC:DAC: schiit modius e(over spdif)pre: schiit sysspeakers: prenous eris 5 xtSub: Earthquake Sound MiniMe-P63most of my comments are passing on of info, im a noob, im just trying to help how i can, if im wrong or out of place to comment, dont hesitate to let me know :)"WITH WILLING HEARTS AND SKILLFUL HANDS, THE DIFFICULT WE DO AT ONCE, THE IMPOSSIBLE TAKES A BIT LONGER, WITH COMPASSION FOR OTHERS. WE BUILD - WE FIGHT FOR PEACE WITH FREEDOM"Seabee Memorial, Arlington, VA
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