Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my dispute This letter is lengthy as has been the time I have dealt with this issueI am sorry for thisI am sending you pictures in a separate email regarding remotes and invoices I am writing to respond to the letter filed by [redacted] regarding my complaint I will try to go point by point if possible and follow his letter I did use three year old remotes which are in good shape and working well Regarding not wanting to use the remotes from the other company, they asked me to try them out and felt I would love them I had had eye surgery and could not see wellI struggled trying to see the pictures on the remotes to use them I knew my remotes from my other house were extremely easy to see the numbers and easy to use I am years old and those remotes were chosen for simple use by another company that moved back to their home office in Florida (or I would have used them for installation) Since the new RTI XJprocessor was installed on August 20, 2015, both my new Sharp TV purchased December 22, and my new speakers and sound system are working beautifully I am sorry I sound difficult to please, but for over 1/months, I could not use either my TV or my speakers I think having paid Mr [redacted] promptly after installation, I was expecting the system to work The job in the master bedroom has worked well I did have one trip from [redacted] and it was determined that the HDMcable needed to be moved I have not had any more trips from [redacted] or other issues except an occasional rebooting of my master bedroom TVI have never had any issue with [redacted] in the den nor have they been called or come out Four Sound and Security saw my remotes to make sure they were in good condition and that this installation would work before I made my decision On February 5, 2015, they did add antenna and XPprocessor and did show me how to work my remotes according to their programming I already had used them for years, so it was a simple and quick programming difference However, it was not until one of the last appointments to address the failure of the system to work, that I realized they had failed to add Netflix which they were supposed to do in February My TV and speakers never worked except the few hours of the day the technicians were there but would not work after I would turn off the TV It makes sense now that the XJprocessor was defective and would freeze each time the TV was turned off Therefore I was unaware that Netflix had not been added to the programming until that day I called the company immediately after installation when the TV nor the speakers would get a signal I had to wait three weeks to get an appointment since the original two week appointment had to be cancelled by Four Sound and Security due to an emergency of some kind I was patient and said it was okay When Mr [redacted] arrived he came in and checked the remotes, then went to the location of the equipment and said all of the emitters had come off the equipment in the closetHe reattached themLater the emitter on the TV itself kept coming off I thought this was the problem As always, after I turned off theTV, the next time I attempted to turn on the TV and the speakers , they were not getting a signal again I called and got another appointment It was evident on the next appointment that Mr [redacted] wanted this to be my problem and blamed my lack of understanding of how to use my remotes to turn the TV/speakers on and off (after my using them for years!!!) He claimed the problem was that the remote buttons were sticking My son and grandson both worked the remotes and we all knew that they were not sticking The next time Mr [redacted] came, he said I was not pressing hard enough on the buttons to connect to the emittersI was feeling frustrated but kept hanging in there We missed watching sports, family movies, music, etcwhile waiting for Mr [redacted] to check his equipment, find the problem and get this rightI cancelled a film group in April which was to be in my home as we needed a working TV Months were passing I continued to have problems and on June 16, had another appointment set up, since I was still having the same problem since installation I have no idea what he is talking about with changes in programming at this visit All I wanted was for my TV and speakers to work I even mentioned to Mr [redacted] that if the remotes were the issue, why were both not working when I attempted to turn TV on after turning it off It was puzzling that when he would walk in and use the remotes, there was no signal but he was able to get TV back on in the closet where the equipment was locatedAt that time, both remotes would work He finally said at that visit that my TV was the issue and he removed it from the wall I took it to Costco but since it had been more than days, they said they would have their technician call me , then turn it over to Sharp since it was still under warranty I then hired a man (on his time off) who worked for an installation company to come over and go over the workings of the TV with a Sharp (or Costco) technician I paid him $ I am not asking for compensation for this Sharp felt it might be a problem with the main board and sent a workman out on July from Precision with the main board part but after the technician spent over two hours or longer checking out everything possible, he said the TV did not need a main board He said he could find nothing wrong with my TV This was one month after [redacted] saying it was the TV problem and not any of his equipmentThe time was ticking away waiting and setting up appointments with different companiesMr [redacted] wanted so badly to find fault with my ability to use my remotes to turn the TV onHe said in the response that my remotes are so old that you can’t see the numbers, and then blamed the new Sharp TV Precision said I should have the people who installed the TV and receiver to come out to see if they could find the problem as he was certain it was not the main board or any other problem with the new TV I was not charged by either Sharp nor Precision My TV is still under warranty The main board part was returned to Precision since it was not needed I then called Universal Electronics who came out and they carefully checked my receiver, their parts they installed, all the component parts, the sound system but noticed that the XJreceiver was freezing up when it was turned off They said the processor was apparently defective and needed to be replacedHe said everything else checked out just fineHe also attached the emitter properly on the TV I have the invoice attached It was a $invoice I must have made a typing error of $thus the difference However, I am not asking compensation for this either There is no mention of remote problems on the invoice from Universal Electronics nor was it mentioned to me verballyThey had me write down the part that was defective I would not have known to tell Mr [redacted] secretary that the XJRTI processor was the issue otherwise I realize now that the reason he could get the TV back on so quickly on his service trip was that he just needed to unplug the cord to the processor and then reinsert it which would took care of the freezing issue that was causing all the problems since day one [redacted] did come back August and replaced the defective XJprocessor It has worked perfectly since then I feel that when I pay someone promptly after installing equipment, I should not have to pay them to come out with the same problem continuing and the equipment not working Mr [redacted] has documented all the times he came out but I have no clue about him repeating my need for remote instructions??? There is another claim that he reprogrammed my remote on June I can’t understand that since I pleaded with him to focus and find the problem with the system I emphasized how long I had had the new equipment yet could not get it to work He has been out a lotHowever, he has never mentioned the months that went by without my ability to enjoy my new TV, speakers, the numerous times I had to remain home to have him come out, Costco, Sharp and Precision (time wise and phone calls with them), hiring a TV guy to help me with technician calls before Sharp would send someone out, hiring Universal Electronics to come out but successfully finding the problem and professionally re-installing the emitter This cost me a lot of money and a lot of time! I lost 1/months of using this new equipment From February 5, until August 20, 2015, I had no TV or speakers ,which was frustrating since I had paid a lot of money for the TV, the speakers and having all of this installed I am asking [redacted] to return the $I paid him on June when he said the TV was the problem It was a nightmare working with people to get the problem diagnosedI had continued to ask Mr [redacted] about the RTI equipment although I did not know the exact piece of RTI equipment that was the issue I am also asking him to waive the additional two invoices he gave me It has been a long time with the same issue both for him and for meIt was such an easy fix!!! I think he was so focused on my remotes and on trying to make me feel I did not know how to use my remotes that he lost sight of the problem It would have saved him time and money, as well as time and money for me having to spend close to $for outside help plus the $I have already paid him in June, and also time and money for Sharp I am astounded he could not figure out it was the processor after coming out for the same problem time after time after time I am sending pictures of my remotes I would be happy to bring them in for you to see Universal Electronics did an outstanding job on my security system, TV setup and my speakers Speakers were very different looking and I did question that but they sound great now that I can enjoy them Their TV technicians are the best! Again, invoice is attached from Universal Electronics It does not show anything wrong with my remotes Obviously they were correct in diagnosing the issue as a faulty XJprocessor My remotes and my TV/speakers are working beautifully I added up the $paid in June, plus the new invoices for $and for $which would pay for a new processor The initial invoice from Four Sound and Security shows a cost of $for this XJprocessor that was obviously defective at installation I am asking for $from Four Sound and Security That is an ask of return of $I have already paid and then a waiver of the other two invoicesRemember I am also out almost $for hiring outside help to diagnose the problem When you pay someone to do a job for you, the result should be a good one, and in this case, I only wanted their equipment to work It was months and days I don’t think I am too difficult to please or asking too much When you have a business, you need to accept responsibility Thank you, [redacted] Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my dispute This letter is lengthy as has been the time I have dealt with this issueI am sorry for thisI am sending you pictures in a separate email regarding remotes and invoices I am writing to respond to the letter filed by [redacted] regarding my complaint I will try to go point by point if possible and follow his letter I did use three year old remotes which are in good shape and working well Regarding not wanting to use the remotes from the other company, they asked me to try them out and felt I would love them I had had eye surgery and could not see wellI struggled trying to see the pictures on the remotes to use them I knew my remotes from my other house were extremely easy to see the numbers and easy to use I am years old and those remotes were chosen for simple use by another company that moved back to their home office in Florida (or I would have used them for installation) Since the new RTI XJprocessor was installed on August 20, 2015, both my new Sharp TV purchased December 22, and my new speakers and sound system are working beautifully I am sorry I sound difficult to please, but for over 1/months, I could not use either my TV or my speakers I think having paid Mr [redacted] promptly after installation, I was expecting the system to work The job in the master bedroom has worked well I did have one trip from [redacted] and it was determined that the HDMcable needed to be moved I have not had any more trips from [redacted] or other issues except an occasional rebooting of my master bedroom TVI have never had any issue with [redacted] in the den nor have they been called or come out Four Sound and Security saw my remotes to make sure they were in good condition and that this installation would work before I made my decision On February 5, 2015, they did add antenna and XPprocessor and did show me how to work my remotes according to their programming I already had used them for years, so it was a simple and quick programming difference However, it was not until one of the last appointments to address the failure of the system to work, that I realized they had failed to add Netflix which they were supposed to do in February My TV and speakers never worked except the few hours of the day the technicians were there but would not work after I would turn off the TV It makes sense now that the XJprocessor was defective and would freeze each time the TV was turned off Therefore I was unaware that Netflix had not been added to the programming until that day I called the company immediately after installation when the TV nor the speakers would get a signal I had to wait three weeks to get an appointment since the original two week appointment had to be cancelled by Four Sound and Security due to an emergency of some kind I was patient and said it was okay When Mr [redacted] arrived he came in and checked the remotes, then went to the location of the equipment and said all of the emitters had come off the equipment in the closetHe reattached themLater the emitter on the TV itself kept coming off I thought this was the problem As always, after I turned off theTV, the next time I attempted to turn on the TV and the speakers , they were not getting a signal again I called and got another appointment It was evident on the next appointment that Mr [redacted] wanted this to be my problem and blamed my lack of understanding of how to use my remotes to turn the TV/speakers on and off (after my using them for years!!!) He claimed the problem was that the remote buttons were sticking My son and grandson both worked the remotes and we all knew that they were not sticking The next time Mr [redacted] came, he said I was not pressing hard enough on the buttons to connect to the emittersI was feeling frustrated but kept hanging in there We missed watching sports, family movies, music, etcwhile waiting for Mr [redacted] to check his equipment, find the problem and get this rightI cancelled a film group in April which was to be in my home as we needed a working TV Months were passing I continued to have problems and on June 16, had another appointment set up, since I was still having the same problem since installation I have no idea what he is talking about with changes in programming at this visit All I wanted was for my TV and speakers to work I even mentioned to Mr [redacted] that if the remotes were the issue, why were both not working when I attempted to turn TV on after turning it off It was puzzling that when he would walk in and use the remotes, there was no signal but he was able to get TV back on in the closet where the equipment was locatedAt that time, both remotes would work He finally said at that visit that my TV was the issue and he removed it from the wall I took it to Costco but since it had been more than days, they said they would have their technician call me , then turn it over to Sharp since it was still under warranty I then hired a man (on his time off) who worked for an installation company to come over and go over the workings of the TV with a Sharp (or Costco) technician I paid him $ I am not asking for compensation for this Sharp felt it might be a problem with the main board and sent a workman out on July from Precision with the main board part but after the technician spent over two hours or longer checking out everything possible, he said the TV did not need a main board He said he could find nothing wrong with my TV This was one month after [redacted] saying it was the TV problem and not any of his equipmentThe time was ticking away waiting and setting up appointments with different companiesMr [redacted] wanted so badly to find fault with my ability to use my remotes to turn the TV onHe said in the response that my remotes are so old that you can’t see the numbers, and then blamed the new Sharp TV Precision said I should have the people who installed the TV and receiver to come out to see if they could find the problem as he was certain it was not the main board or any other problem with the new TV I was not charged by either Sharp nor Precision My TV is still under warranty The main board part was returned to Precision since it was not needed I then called Universal Electronics who came out and they carefully checked my receiver, their parts they installed, all the component parts, the sound system but noticed that the XJreceiver was freezing up when it was turned off They said the processor was apparently defective and needed to be replacedHe said everything else checked out just fineHe also attached the emitter properly on the TV I have the invoice attached It was a $invoice I must have made a typing error of $thus the difference However, I am not asking compensation for this either There is no mention of remote problems on the invoice from Universal Electronics nor was it mentioned to me verballyThey had me write down the part that was defective I would not have known to tell Mr [redacted] secretary that the XJRTI processor was the issue otherwise I realize now that the reason he could get the TV back on so quickly on his service trip was that he just needed to unplug the cord to the processor and then reinsert it which would took care of the freezing issue that was causing all the problems since day one [redacted] did come back August and replaced the defective XJprocessor It has worked perfectly since then I feel that when I pay someone promptly after installing equipment, I should not have to pay them to come out with the same problem continuing and the equipment not working Mr [redacted] has documented all the times he came out but I have no clue about him repeating my need for remote instructions??? There is another claim that he reprogrammed my remote on June I can’t understand that since I pleaded with him to focus and find the problem with the system I emphasized how long I had had the new equipment yet could not get it to work He has been out a lotHowever, he has never mentioned the months that went by without my ability to enjoy my new TV, speakers, the numerous times I had to remain home to have him come out, Costco, Sharp and Precision (time wise and phone calls with them), hiring a TV guy to help me with technician calls before Sharp would send someone out, hiring Universal Electronics to come out but successfully finding the problem and professionally re-installing the emitter This cost me a lot of money and a lot of time! I lost 1/months of using this new equipment From February 5, until August 20, 2015, I had no TV or speakers ,which was frustrating since I had paid a lot of money for the TV, the speakers and having all of this installed I am asking [redacted] to return the $I paid him on June when he said the TV was the problem It was a nightmare working with people to get the problem diagnosedI had continued to ask Mr [redacted] about the RTI equipment although I did not know the exact piece of RTI equipment that was the issue I am also asking him to waive the additional two invoices he gave me It has been a long time with the same issue both for him and for meIt was such an easy fix!!! I think he was so focused on my remotes and on trying to make me feel I did not know how to use my remotes that he lost sight of the problem It would have saved him time and money, as well as time and money for me having to spend close to $for outside help plus the $I have already paid him in June, and also time and money for Sharp I am astounded he could not figure out it was the processor after coming out for the same problem time after time after time I am sending pictures of my remotes I would be happy to bring them in for you to see Universal Electronics did an outstanding job on my security system, TV setup and my speakers Speakers were very different looking and I did question that but they sound great now that I can enjoy them Their TV technicians are the best! Again, invoice is attached from Universal Electronics It does not show anything wrong with my remotes Obviously they were correct in diagnosing the issue as a faulty XJprocessor My remotes and my TV/speakers are working beautifully I added up the $paid in June, plus the new invoices for $and for $which would pay for a new processor The initial invoice from Four Sound and Security shows a cost of $for this XJprocessor that was obviously defective at installation I am asking for $from Four Sound and Security That is an ask of return of $I have already paid and then a waiver of the other two invoicesRemember I am also out almost $for hiring outside help to diagnose the problem When you pay someone to do a job for you, the result should be a good one, and in this case, I only wanted their equipment to work It was months and days I don’t think I am too difficult to please or asking too much When you have a business, you need to accept responsibility Thank you, [redacted] Regards, [redacted]