A 2 Z Electronics

Review: Dropped off 25 inch [redacted] for repair (older model- 2004) on August 11, 2012, was told it would take about a week to fix, made a $40 deposit at the time. Approx one week later received a call from business and informed a part they had to order would take possibly another week or so to arrive. After that the business never intiated any contact to inform me of status of the repair. I had to continue to contact them and ask what was going on, etc and kept being told the part had not yet arrived. Finally after 5 weeks of waiting I called them on Sept 15th to say forget it and I just wanted the tv back and my money refunded. They said they would call when it was ready (had to put tv back together). A week later I still hadnt hear from them so went in on Sept 21st and told them I wanted the TV back and was told I could get it but not my $40 deposit because that went towards the diagnostic work and parts already put in to get it fixed. I told them I thought all this wait and still no repaired TV was ridiculous and the least they could do was refund the $40 but they still wouldn't refund the deposit. I informed them I would make a complaint with Revdex.com and they said that was fine because "we have everything documented".Desired Settlement: Would appreciate $40 deposit refunded for the extensive wait for the repair and their lack of good customer service: keeping me informed of status and should have informed me it was going to take longer to repair in the first place. Also their sign on their window states "Free estimate" so their saying they have a right to keep the $40 for diagnostic reasons is misleading their customers.

Consumer

Response:

I have reviewed the 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.

Regards,

It is absolutely untrue that they contacted us each time to explain why there was a delay. They only contacted us once after the first week to say they had to order a part and were waiting for it. We had to go into the store twice and call several times each time they just said they were waiting for a part no lengthy explanation such as we are now getting that they ordered three times and finally that the deflection yoke had failed. If they had made such a detailed effort we would not be in the place of making a complaint. Not making an effort to communicate is very bad business practice- and we will definitely go out of our way to make sure friends know not to patronize this business.

Business

Response:

Regarding [redacted]'s [redacted]: An estimate was given at the front counter when she brought her TV in of S89.00 service and $40.00 parts in which she

contracted us to do via her friend per text messaging. We always tell customers our repair time is 2 to 5 days unless it becomes a very complex repair or parts must be ordered. |

We did our best to stay within this estimate even though there was much circuit damage (many defective semi-conductor and components). We carry an extensive inventory of transistors and components, but we had to order parts three times as we ran into components we did not have in stock, each lime we order parts the customer is called to let them know. After we got the vertical circuit operating we found the deflection yoke had failed and it is part of the picture tube assembly, very expensive and no longer available.

The $40.00 is to partly cover the approximately 10 hours of service time plus many parts ordered and replaced in the process of attempting to repair the set. Refer to invoice disclosure. We do the best to repair everything that comes in and stay within the estimate. Our standard diagnostic charge is 550.00. No refund shall be issued to this customer, due to the time and parts cost.

Sincerely,

A2Z Electronics & Welding, Inc.

We used this company to fix our 8 year old TV and they did a great job, even got it done faster than they expected. Very happy with them and will call them again should the need arise!!

Dropped off 25 inch [redacted] for repair (older model- 2004) on August 11, 2012, was told it would take about a week to fix, made a $40 deposit at the time. Approx one week later received a call from business and informed a part they had to order would take possibly another week or so to arrive. After that the business never intiated any contact to inform me of status of the repair. I had to continue to contact them and ask what was going on, etc and kept being told the part had not yet arrived. Finally after 5 weeks of waiting I called them on Sept 15th to say forget it and I just wanted the tv back and my money refunded. They said they would call when it was ready (had to put tv back together). A week later I still hadnt hear from them so went in on Sept 21st and told them I wanted the TV back and was told I could get it but not my $40 deposit because that went towards the diagnostic work and parts already put in to get it fixed. I told them I thought all this wait and still no repaired TV was ridiculous and the least they could do was refund the $40 but they still wouldn't refund the deposit. I informed them I would make a complaint with Revdex.com and they said that was fine because "we have everything documented".