In Home TV Repair

This is in response to the 1 star rating we receive from William Murray. Unfortunately, I didn’t see it until today 04/15/2017, as it is not on one of the normal review venues. William called for our service complaining that his TV randomly shut itself down. From the beginning we explained that intermittent problems are difficult to diagnose in the home and as a result, we do also offer in shop service which is a much better way to address intermittent issues. We also explained, that if we arrived to the home and the unit was NOT acting up, we still charge the trip charge and encouraged William to bring his TV in for service, he decided to give it some thought. He called back a few days later and told us that it was now acting up all the time. William’s call was taken, paper work done and the service appointment set up. The service Technician drove the 52 miles round trip only to find the unit working properly. We ran the basic troubleshooting tests using what William could best offer as possible symptoms. We made sure the firmware was current and after about 30 min the TV continued to work perfectly and offered no indication there was an issue at all. William asked for our best “guess” at what could possibly be wrong using his assessment of the issues he had seen. Our seasoned tech gave him a couple possible scenarios, however, did explain that as a matter of fact, he couldn’t be certain as he had not seen the issue. It is important to mention that the trip charge is applied to the repair for up to 14 days just in case we encounter problems like this. We did explain our policy to William and at that time suggested that he could call us back out if he were to still have issues, and that there would not be any additional trip charge beyond what he had paid previously if within that 14 day period. However, it would actually be in his best interest to bring the unit in if the issue still remained intermittent. William paid the trip charge that was agreed upon by both parties before we ever dispatched the service call. It was our opinion that his unit must have continued to work properly, as we did not receive any other calls from him. We are extremely conscientious about our service quality. It is very disappointing to receive, what we consider a negative review, but we find it COMPLETELY disheartening when folks, like William, feel that we cannot be addressed directly with their concerns. We strive to bring excellence to our profession and we try adamantly to conduct our business with the upmost honest and respect for our customers and their concerns. Sometimes it is not possible to accomplish such lofty goals, but I assure you, we will not be persuaded from trying. Thank you for your time.