Virginia Electronics, Inc.

Revdex.com:
I have reviewed the offer and/or
response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The owner missed the point of my complaint and refused the even address itThe technician wasn't called for an ESTIMATEThey were called for a SERVICE CALL which involves diagnosticsThe technician didn't perform any type of diagnostics in order to arrive at any logical conclusionThe technician did NOT perform what would be considered a service call diagnostic Since this was a *** appliance, *** has specific guidelines for their authorized servicers.
I refer to their website at *** "We provide low-cost diagnostics on appliance repairs
Under Low-Cost Estimates & Diagnostics, it also states- "on-site services carry a $estimate/diagnostic fee"Not only was I charged more than the stated price, I only received the estimate portionThe technician simply guessed and the owner stated on a phone call they don't need to do any diagnostics since they know what is wrong
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response to the complaint was rude and didn't even address the issueThe issue is the TV was called in for having a dark grey spot near the bottom of the screen while the TV is onThe picture is still viewable and but just a little darkThis what the initial report was with *** and even provided the technician a visual when he arrivedWhen the technician provided his assessment of the required repair he then induced additional problemsThe TV was never checked after the technician put it back together and the issue was not identified till later that night when I had assistance to put it back on the wallThe TV would not even turn on! The technician did not reconnect the cable from the Power Supply to the Main BoardHe disconnected this to force the TV on so he could perform the diagnostic without requiring the TV to be turned around so I could turn it on with the remoteThe TV was leaned on the floor leaned up against a wall face first so the technician could access the back of the TVThe only reason I know he induced this is I had a friend, who has minor experience with repair of electronics, come over to look at itAt this point I figured it didn't matter since the TV was inoperable anyhowAs soon as he removed the back panel he found the cable disconnectedHe then reconnected the cable and we tested the TVThe TV now turns on, has a picture and is still operable with the grey bar at the bottom. Again, this goes back to bad customer service and lack of taking responsibility for their techniciansThe multiple phone calls as they refer to were made that night when I was finally able to get the TV back on the wall with assistanceThe first phone call was made and I was distracted so I thought I had missed the opportunity to leave a messageThat is when I placed the second call to see if I missed the message piece but someone answeredAnd as stated before I provided background of the issue and was then rudely spoken to and hung up onThe third phone call was made to address this rude behavior but the individual decided not to answer againI have provided a snapshot of the call record for that night and you will see the third phone call is much shorter than the previous twoThis is why multiple calls were madeHad the individual on the other side had shown some sympathy to my concern and issue and then asked for me to call back during business hours I may have been more at ease with the situationHowever that did not happen and shows the level of customer satisfaction this company has. I am asking for a refund simply because I had to have additional service done on the TV after the technician leftHe induced additional problems with the TV that rendered the TV uselessHis lack of attention to detail caused the TV to be unusable not the initial problem they were contacted about.
I have provided photos of the TV while it is on with the initial problemShowing the TV was able to be operated and viewableI also provided a snapshot of the phone call log I referred to and why there are three calls that nightAdditionally I provided a copy of the service repair quoteWhich as you will see is excessive and basically would cost the same as purchasing a new TV.
Regards,
*** ***

The customer was prescheduled by *** we called to confirm the appointment and found out the customer had been on vacationThe customer then had a warranty ticket made by *** we called to confirm, the customer began using foul languageWe had the ticket canceled and we no longer perform
warranty or extended warranty work for this customer in the future due to the wife's aggressive attitude and foul language

Thank you for your letter. It was my first indication that VA Electronics responded to my complaint regarding their $*** flat labor fee. While I appreciated their candid response (of saying I was upset because of a communication problem between myself and my wife….while generally true, this was not the case with this complaint), I find it ironic VA Electronics did not address the core issue - and that is their flat labor fee. Their dispatchers make it well known VA Electronics charges a $*** service fee…but they do not make it known that if the technician is at the house for minutes, the customer will be charged AT A MINIMUM $***. This is what I’d like fixed. And VA Electronics did not address that issue.I never even asked for a refund nor do I want one. I want VA Electronics to be upfront and truthful with their customers. Which is why I do not think they are worthy of Revdex.com’s A-rating. Especially considering some of the other reviews I’ve read about this company. Giving VA Electronics an A-rating is a reflection of Revdex.com’s reputation and competency…if there continues to be issues with VA Electronics, then why does Revdex.com continue to give them an A-rating?Respectfully,*** ***
***

The customer dropped off his television for repair, we repaired the unit and tested for hoursThe customer picked up the unit and had the ability to view the finished productThe customer took the unit home and called back and said a bubble and crack was in the screenThe customer signed
off on the repair, the screen was damaged after pickupThe LCD units are very fragile and should be shipped in a box or damage can occur, the customer showed up in a car and laid the unit on its face..that's what damage the unit

The customer was told that the electrical coming into her home was the issueWe ordered several parts and told the customer that if the electrical was not repaired the parts would burn out againWe have attempted to contact the customer several times and left messages with no return callsIf the
customer is not happy with the outcome of the repair please call *** *** at Virginia Electronics ***In response to no other servicers in the area there are several companies that service *** and we have three technicians which run calls in the Chesapeake area for Virginia ElectronicsIn response to the technician roaming the house, the customer was not home but had sent her mother whom was not sure were the circuit breaker box was locatedThe technician needed to cut off the power at the breaker box to work on the unit safelyIn response to a new unit that must be done by the retailer or *** we are just a servicer with no control over exchanges
Thanks
*** ***
President Virginia Electronics Inc

We ran the call and based on the complaint, not all calls are Freon related in fact less than 1% are sealed system issues requiring a technician with a special license issued by the EPAWe then sent a technician with the license which determined that the unit had bug infestation which was not
covered by HaierI suggest the customer contacts *** for additional guidance concerning their unit

We did the estimate and quoted the customer' the charges are valid and no refund will be granted

in response to claim #[redacted]
when call was scheduled it was put in notes to please call the customer 30min ahead, that it took customer 20 min to get  home. our technician called 45 min ahead of time and didn't receive an answer on the number given. He tried several...

times to no avail. He called dispatch to try. A decision was made to run his next call. By the time the customer called back, he was already on his way. Customer was told that he would be back within an hour. (still well within her time frame given) at that point she said she did not want us to come out and she canceled her call. Unfortunately we do need confirmation that the customer is there because of the time and resources lost from no shows. We have refunded her $99.00

We collect a [redacted] diagnostic fee from every customer before running the call. The phone has a old price which is being updated,the customer agreed to the diagnostic fee paid it upfront and agree to the cost at the time of the repair. The charges stand and no refunds will be granted.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For you.   eference, details of the offer I reviewed appear below.                              
[Provide details of why you are not satisfied with this resolution.]                                               Im not satisfy  because  the business is lyin they didnt have my tv fix in kno 24 hours and yes I did bring  the tv in my car wrap up and it wont face down and I ask them before I took the tv up there do it need to be in a box they said it was ok.                                                                                                                                                
Regards,  
[redacted]

THE POLICY AT VIRGINIA ELECTRONICS HAS ALWAYS BEEN TO CHARGE TO TAKE A MICROWAVE DOWN. WE ARE NOT PAID BY SAMSUNG FOR THIS PROCEDURE, THE UNIT ACCORDING TO THEIR POLICY IS TO HAVE THE UNIT IN A POSTION TO BE SERVICED. I'M HAPPY THE CUSTOMER WAS ABLE TO FIND ANOTHER SERVICER TO TAKE IT DOWN AND...

SERVICE THE UNIT.

The technician did the estimate as per our direction. The customer is not happy with the price and was told to call [redacted] for possible help on the repair. The estimate charge stands and no refund will be issued.

Revdex.com:
I have reviewed the offer and/or response made by the...

business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The owner missed the point of my complaint and refused the even address it. The technician wasn't called for an ESTIMATE. They were called for a SERVICE CALL which involves diagnostics. The technician didn't perform any type of diagnostics in order to arrive at any logical conclusion. The technician did NOT perform what would be considered a service call diagnostic.  Since this was a [redacted] appliance, [redacted] has specific guidelines for their authorized servicers. I refer to their website at [redacted] "We provide low-cost diagnostics on appliance repairsUnder Low-Cost Estimates & Diagnostics, it also states- "on-site services carry a $99 estimate/diagnostic fee". Not only was I charged more than the stated price, I only received the estimate portion.The technician simply guessed and the owner stated on a phone call they don't need to do any diagnostics since they know what is wrong.
Regards,
[redacted]

The customer has a issue with a defective LCD screen which he was quoted. The customer declined the estimate, and why would call someone call  to fix your television if it was working fine. When a backlight begins to go out it can cause a dark picture and finally no picture at all. The customer...

called multiple times at 10.30pm at night even though our website shows our hours of operation. We will not refund for the estimate.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my...

complaint.  For your reference, details of the offer I reviewed appear below.
I did not receive a quote, or an estimate of any kind. The technician stated that he was unable to provide me with a quote or an estimate for repairs, because he was unable to reach someone by that would have that information. The technician did not provide me with ANY paperwork, and did not ask me to sign anything. I immediately called and provided the person who answered the call at Virginia Electronics with this same information. Please feel free to provide some kind of proof that you provided me with an estimate or a quote. I am not sure who is replying to this complaint, but I assure you that your technician did not provide me with any kind of estimate or quote, and will not be able to provide any evidence that he did - because there is none. Frankly, I am shocked that [redacted] does business with a company that has such poor customer service.
Regards,
[redacted]

Good Morning,
 
font-family: arial, sans-serif;">Our tech went out to the customers home and took pictures of the gasket on the refrigerator. The pictures were submitted to the warranty company. The warranty company denied the claim because of the food particles and the mold on the gasket. It is the customers responsibility to clean the gaskets and keep them free of debris. The same pictures that were sent to the warranty company have been attached for your review.
 
Thank you,
[redacted]
President
Virginia Electronics, Inc

The customer is under the [redacted] warranty but had mildew all over the seals. The customer must clean the seals when mold and mildew appears, the [redacted] warranty covers normal wear and tear of parts but excludes failure of parts do to abuse or failure of the customer to perform normal cleaning of the...

unit. I suggest the customer contact [redacted] for any further recourse, we just provide service based on policies and procedures provided by [redacted].

Would give them zero stars. Was given there name by [redacted] to repair my dishwasher which was not cleaning my dishes. Tech/owner TIM C[redacted] came out and replaced a defective part however did not stay for the dishwasher to run the complete cycle. Dishwasher still was not washing dishes properly. Virginia Electronics closed my ticket with problem was fix. Called Virginia Electronics back and they said they would charge me $125 to come out again because the problem was fixed. I informed them that I had an extended warranty for 90 days and that they did not fix the problem. Calls after calls between [redacted] and Virginia Electronics. Finding out that the tech was the owner was pretty surprising because he was a complete it when he came out. He had a trainee with him. They both reminded me of [redacted]. Found a gasket at the bottom of my dishwasher that they apparently left behind or did not install where it was suppose to go. DO NOT USE THIS COMPANY. FROM LOOKING AT OTHER REVIEWS IT DOESN'T LOOK LIKE THEY HAVE A GOOD TRACK RECORD FOR FIXING ANYTHING.