Comments on: Is a smile really asking too much?

By: Auri Rahimzadeh

Auri Rahimzadeh — Wed, 18 Nov 2009 13:34:20 +0000

I’m actually surprised to hear this. The Indianapolis Fry’s is pretty well maintained – I have had few issues finding what I need. This being said, you’re right that sometimes you’re gonna get a guy who doesn’t know what he talks about. I imagine you’re not going to find better information more often at a Best Buy or Walmart, either, assuming you can get anyone to help you in the aisles.

Knowing the management, I know they care that their folks are well trained. Their general manager, Michele, is a great gal, and she’ll help you best she can.

Tell ya a story – about a year ago, a friend had a terrible time, like you, at Fry’s. He was complaining to me about it. The next time I was in Fry’s, I talked to Michele and she personally called him to apologize, she spoke to the employee, and also made sure my friend got the product with a discount. Good luck getting that from other stores – read my blog about my horrifying experience with Best Buy’s warranty department.

Give ‘em another chance

Best,

-Auri

By: Scott McKain

Scott McKain — Tue, 17 Nov 2009 13:48:00 +0000

Michael -

Thanks for providing this information. It’s interesting to note that almost ten people a week go on the Internet to post about a bad customer experience at Fry’s. How many of us AREN’T posting? If I was an executive at Fry’s…I would be a bit concerned!

And, ironically, at the Indianapolis Fry’s, I noted a banner in the software department…promoting the new release of Windows Vista…while they were selling copies (under lock and key) of Windows 7 just a few feet away. Maybe Windows ’95 is still in the stock room!

Doesn’t anyone working in the store even look around??

Thanks…as always…for taking time to write!

Scott

By: Scott McKain

Scott McKain — Tue, 17 Nov 2009 13:43:10 +0000

Thanks, Jim!

And, it occurs to me that this must be the type of customer “non-experience” that management seeks to generate.

If it was not, then this type of universal response from their customers wouldn’t be happening.

It’s the same bad situation at every store that I’ve been to…and every one that people are telling me about.

Thanks for furthering the conversation!

Scott

By: Michael Benidt

Michael Benidt — Tue, 17 Nov 2009 13:12:52 +0000

Since I don’t shop at Fry’s I can’t comment, but I do remember that the last time we visited my son in Arizona, he told us he’d given up on them for the same reason you did. Kind of interesting that if you do a Google search for exactly – frys “bad customer service” – (the quotation marks should reduce the number of results significantly, and do) you will get 4.930 results. If you limit those results to just the last 12 months (sorry, it’s what we do), you still get 476 results.

As an aside,we all think of Google as offering “good customer service,” but the very first Google result in the first search above, points to a web posting in 1997. Pretty sure even Fry’s is not trying to sell you Windows ’95.

By: Jim Seybert

Jim Seybert — Tue, 17 Nov 2009 06:45:33 +0000

Scott, Everything you write about them is dead on. I quit shopping at Fry’s because it’s just too frustrating. We have three or four “near us” so I’ve had the opportunity to visit more than one – and they are all the same. Cavernous warehouses. Loud. Poorly merchandised. Lousy staffing. You can always SEE their floor people – all have white shirts – but NONE of them have a clue.

Truth – I stopped at one in Fremont CA because the guy I was with wanted something. It was noon so I went in thinking I could at least get a sandwich in their cafe. LUNCHTIME – and the only type of sandwich they had was Tuna. “Roast Beef?” Sorry. “Turkey” Nope. Only TUNA – at freaking lunchtime.

And, don’t even try their website.