Fry's Electronics, Las Vegas
Complaint 227675 Details

On May 22,2013 I purchased a Asus Eee N2600 netbook computer at Fry's Electronics, Las Vegas for $300.00 plus another $99.00 for a 3 year extended warranty.

Recently I connected it to my new Samsung 55" flat panel TV using the HDMI cable and ports. As I did this I noticed that the resolution was way off. I changed the HDMI cable for a new one with no improvement.

While I was looking for the manufacturer's manual the video shrank to about 2/3 the panel size. Shortly after that the video disappeared completely.

I have another laptop, a new 15" HP computer, that connects to the flat panel with ease using the same HDMI cables (1 used and 1 brand new). I can connect the Asus netbook to a flat panel using a VGA cable and the video works fine but I want to use HDMI for HD movies. Other than that the computer works very well.

I took the computer back to Fry's technical department where three different technicians performed all of the procedures they could think of, several times over, keeping me there for more than 1 hour. At the end of this process a technician told me that he thought the problem was a software problem. He said that the warranty didn't cover software problems and I would have to pay them $70.00 to take the computer across the bench to check it for hardware or software problems and if they found it to be a software problem they would charge me another $100.00 to fix it.

When I purchased the 3 year extended warranty they made no mention of any exceptions to the warranty and led me to believe that the warranty covered fully any problem excluding abuse.

The technician informed me that the software exclusion was to be found in the fine print on my receipt.

I believe this to be a deceptive business practice and would like Fry's to either fix the computer or give me a comparable computer in compliance with what their sales person led me to believe and what I thought I was paying for.