A & M Electronics Incorporated

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:My Warranty service company has approved the purchase of the part and they have also said that the repair company (in this case you) have ordered the partMy warranty company said that the repair company will come and fix my TV as soon as they receive the partSo please do NOT belabor the same point again and again and please come and fix my TV when ever the part is " [redacted] " is availableIf it is a special order, please coordinate with my Warranty company and get the approval as my warranty company has already confirmed me that my TV will be repaired by youI have sent you a email and you did not even bothered to respond back.So please please do not play ping pong and resolve the matter at the earliest Regards, [redacted]

HelloIt is very doubtful that it was a good idea to blame the servicing company for defect occurring with customer's TV after several year of being in useAs it is known, the manufacturer’s warranty is good for year onlyThere is no OEM coverage after thatThis customer has insurance (limited service protection plan) coverage onlyI do not think that we need to waste yours and our time talking about the servicing guidelines mandated by his contract issuerAll related question must be addressed to warranty companyLike with any other 3rd party warranty providers, there are rules, regulation and limitations which must followed prior to any repairs especially for any screen related issuesThis particular company requires submitting the necessary info to their TechReview Team and only based on their decision the service allowed to be performedThey said: “The LCD panel would be the primary suspectThe best course of action will now be determined by our service solutions department within 2-business days”This was initially explained to the customer which made him to become very unfriendly and rude, using informal lexicon (voice recording available for you and customer upon request) while talking to our representativeNot a single token of disrespect was pronounced by us during that phone conversationUnfortunately, I cannot repeat in written those expressions that customer used that timeHe was very argumentative and even refusing to provide the info mandatory within his service request such as: ” Certain guidelines must be followed before we can come to work on your TVPlease provide the image of the screen showing the picture distortionBefore sending it out please take a look at it to make sure it is visible on the taken picture...” Dear SirYour rudeness and impolite unfriendly attitude is not appreciatedDid you ever talk to you doctor is such a manner? As you were advised over the phone, the requested info is not needed for servicer personally as we do know what it is and how to fix itYour verbal description is quite enough for professional servicers to determine what to doThat info is mandatory part of your service protection contract and must be submitted to proper department for an approval on the estimate of this repairIf you read your contract you will find those mandatory guidelines which must be followed prior to any repair to get your unit coveredPlease open those pictures on your PC and you will understand why they cannot be accepted for warranty reviewOf course we can come to see you and your TV with no delays, but we will not be allowed to replace any parts before this repair is approved and covered under your contractTo perform any repairs require disassembly of TV for parts replacement, TV must be “in serviceable position”, not mounted and accessible for serviceCustomer is responsible to provide the working space for any servicing needsFor all other details related to this issue, you are welcome to contact us at any timeTechnically speaking, there are no problems for us to fix your TVAll info related to your service request has been forwarded to corresponding dep't for review and approval as required under this type of contractYou will be contacted upon reply is received if your pictures will be accepted for reviewTo perform any repairs which require disassembly of TV for parts replacement, TV must be “in serviceable position”, not mounted and accessible for serviceCustomer is also responsible to provide the working space for any servicing needs Thank you Respectfully, A & M Electronics, IncPresident Here are some examples of his attitude which were painted with unprintable words: “ If you do not want to comeSay it loud and clear that you do not want to come Do not talk bull [redacted] with me If this is not enough tell that you cannot come and I will take appropriate steps Don't play games with me Do not forget I am your customer and not vice-versa ” Any further questions, if necessary, can be discussed beyond this letterRespectfully, A & M electronics, Inc President

Dear ***:
It looks like my response to your request # ***, which was mailed out to you on February 18, 2014, for some reason did not reach your deskBelow is another copy of that letter.In response to your request, I am forwarding the explanation of the nature of this
issue.Customer did not have to pay for this service which was covered under 3rd party protection planIf service is not possible or not economical customer may set a replacement with the old one destroyed andcancelled contract...I consider this letter as a customer’s token of appreciation for all I’ve done to help her in getting her old TV replaced for a brand new one by extended warranty provider at no additional charge based on my diagnostic report.I have to mention that the information concerning the disputed situation, you have in the file is not quite correct if it is not entirely wrong...After careful reading of the customer description of what happened, I have discovered that *** *** did not provide you with some important details (!)Also, it is not quite dear what is being disputed ..I assure you that not all the information you have from the customer concerning this case is correct and truthfulI did not (and do not) want to start arguing with the customer or provide an\ additional into to defend myself.It is up to you and your client to make any of the most suitable judgments to this issue, it is understood that not all complaints can be settled entirely to everybody’s satisfactionI.ve got used to the thought that if my company is dedicated by majority of manufacturers as an "expert service provider" or "excellent service";or "master service station", my persona also deserves a respectful attitudeI did not imagine that someone will take my time making me prove myself instead of being thankful allow me to do the jobI’ve been doing this service since being authorized by more than MFGs and extended warranty companiesWe have been designated as “Excellent service” center by majority of manufacturers for which we are authorized to provide in- and out- of warranty service including 3rd party warranty plansWe have lots of certificates, authorizations and licenses from various manufacturersWithin this “short” period of time we had nearly none of unsatisfied customers and this client is the only one and first who is acting this way.I do not know where she checked my authorization.*** *** *** *** Authorized Service Center locator A & M Electronics, - *** *** *** Southampton PA *** This service center offers in-home service for Phone: ###-###-####We value our time and reputation, thus prefer to do service for our customers in timdy and highest quality manner rather than wasting time and paper writing these types of letters for people who possibly have enough spare time for such a games and can call others “liars” expecting “possibly no reaction” from their sideYou may want to hear her attitude while talking to us (conversation recording available)...After the mandatory over-the-phone prescreening (triage) diagnostics has been conducted, our estimate was submitted to the service protection plan (extended warranty) contract carrier for an approval.;ff was determined and confirmed by OEM that necessary parts is only available as a repair kit of six partsDuring the diagnostic service visit we’ve determined which and how many parts were damaged and must be replaced.The cost of these parts is few times higher than it was allowed in customer’s plan by the 3rd party provider. Part Number INVERTKT*** Description Inverter Kit (***/***)Estimated Ship Date In StockRetail Price 2,100.00Core (must be returned for credit within days) Price 302.00Part Price 705.60Total Price 1,007.60Prices are subject to change without noticeThus, “parts repair-and-return” was the only cost effective option to get this done for much lower cost.This means that defective circuit can be refurbished, while some must be replaced...All of this was for 3rd party consideration and approvalCustomer was advised of a necessary backorder for that part, which may still possibly become available, but its price must be approved only after MFG reply which takes more timeAll of that was explained to the customerUnfortunately, parts vendors throughout US did not pay enough attention to consider this customer a VIP and did not consider this part research a Highest PriorityThis was reported to Service Plan Consumer Relations agent and we’ve notified the customer of this situation during the phone conversation.It is understood that this whole story already cost us way more than that small diagnostic fee paid by 3rd partyCustomer decided to take more of our and yours valuable timePerhaps, she is not busy enough and has enough time to play games similar to this claimConsidering all from the above, I think, it is necessary for this customer to be explainedhow the warranty and out-of-warranty and extended 3rd party warranty policies work.Our main purpose since is to bring proper service to people instead of wasting paper and time for unreasonable or not-at-fault consumer’s complaints and accusationsYes we’ve promised to perform the repair like customer says and we did not finish it due to the reason beyond our expectations or control, which has been explained.I am not going to apologize as I do not see any reason for that.I would ask you (if I may) to recommend this person to provide you with copy of her documents of Extended Warranty and reason of getting that replacement TV so you can familiarize yourself with the terms and conditions of the service and help customer to understand it.Additionally, you may contact OEM to verify the parts price and availability for this model of TV.I can also say that, being an authorized service center, we can order any available parts....We can survive those few dollars: paid to return that “priceless” burnt items back to customerwhich is normally against the policy if customer gets a replacement unit, but if is necessary for her in understand that it was only an unnecessary good will stepTime wasted for much more valuable.We make contributions and donations in much higher amounts.Our, and I think, your time to answer letter like the one written by this customer, who s apparently not too busy, costs incomparable more than that unreasonably requested piece of burnt plastic and wire which doesn’t cost a pennyCustomer’s concern was that we can make a profit by selling this item (!?)This is an indication of how she respected and trusts the servicer who helped her.I do not want to indicate my point of view and I really have neither enough time nor willing to continue discussing this matter even thru Respectful Party like your organization.In wrapping up, I want to say that according to all of the above and the latest info from MFG, I have nothing else to discuss due to lack of time, except for piand disposal of her TV as required under this service policy.Sorry for such a long letterYou might be tired of reading itI hope it helped you to understand the situation and to make the appropriate decision even if I did not indicate my position in this matter.We are able to make this customer satisfied, if she wants to pay for repair of the old TV, but after deeper analysis of this request we found nothing that might change our position in this matter.If your questions are not answered or anything is still questionable regarding this matter and you possibly need additional information in order to get this matter resolved, please feel free to contact me directly by phone or e-mail.Respectfully,Yan F
President

Dear [redacted]:It looks like my response to your request # [redacted], which was mailed out to you on February 18, 2014, for some reason did not reach your desk. Below is another copy of that letter.In response to your request, I am forwarding the explanation of the nature of this issue.Customer did...

not have to pay for this service which was covered under 3rd party protection plan.... If service is not possible or not economical customer may set a replacement with the old one destroyed andcancelled contract...I consider this letter as a customer’s token of appreciation for all I’ve done to help her in getting her old TV replaced for a brand new one by extended warranty provider at no additional charge based on my diagnostic report.I have to mention that the information concerning the disputed situation, you have in the file is not quite correct if it is not entirely wrong...After careful reading of the customer description of what happened, I have discovered that [redacted] did not provide you with some important details (!). Also, it is not quite dear what is being disputed ..I assure you that not all the information you have from the customer concerning this case is correct and truthful. I did not (and do not) want to start arguing with the customer or provide an\ additional into to defend myself.It is up to you and your client to make any of the most suitable judgments to this issue, it is understood that not all complaints can be settled entirely to everybody’s satisfaction. I.ve got used to the thought that if my company is dedicated by majority of manufacturers as an "expert service provider" or "excellent service";or "master service station", my persona also deserves a respectful attitude. I did not imagine that someone will take my time making me prove myself instead of being thankful allow me to do the job. I’ve been doing this service since 1974 being authorized by more than 40 MFGs and extended warranty companies. We have been designated as “Excellent service” center by majority of manufacturers for which we are authorized to provide in- and out- of warranty service including 3rd party warranty plans. We have lots of certificates, authorizations and licenses from various manufacturers. Within this “short” period of time we had nearly none of unsatisfied customers and this client is the only one and first who is acting this way.I do not know where she checked my authorization.[redacted] Authorized Service Center locator A & M Electronics, - [redacted] Southampton PA [redacted] This service center offers in-home service for Phone: ###-###-####We value our time and reputation, thus prefer to do service for our customers in timdy and highest quality manner rather than wasting time and paper writing these types of letters for people who possibly have enough spare time for such a games and can call others “liars” expecting “possibly no reaction” from their side. You may want to hear her attitude while talking to us (conversation recording available)...After the mandatory over-the-phone prescreening (triage) diagnostics has been conducted, our estimate was submitted to the service protection plan (extended warranty) contract carrier for an approval.;ff was determined and confirmed by OEM that necessary parts is only available as a repair kit of six parts. During the diagnostic service visit we’ve determined which and how many parts were damaged and must be replaced.The cost of these parts is few times higher than it was allowed in customer’s plan by the 3rd party provider.                                              Part Number                          INVERTKT[redacted]                                              Description                             Inverter Kit ([redacted]/[redacted])Estimated Ship Date                                                                                       In StockRetail Price                                                                                                    2,100.00Core (must be returned for credit within 30 days) Price                                 302.00Part Price                                                                                                         705.60Total Price                                                                                                      1,007.60Prices are subject to change without noticeThus, “parts repair-and-return” was the only cost effective option to get this done for much lower cost.This means that defective circuit can be refurbished, while some must be replaced...All of this was for 3rd party consideration and approval. Customer was advised of a necessary backorder for that part, which may still possibly become available, but its price must be approved only after MFG reply which takes more time. All of that was explained to the customer. Unfortunately, parts vendors throughout US did not pay enough attention to consider this customer a VIP and did not consider this part research a Highest Priority. This was reported to Service Plan Consumer Relations agent and we’ve notified the customer of this situation during the phone conversation.It is understood that this whole story already cost us way more than that small diagnostic fee paid by 3rd party. Customer decided to take more of our and yours valuable time. Perhaps, she is not busy enough and has enough time to play games similar to this claim. Considering all from the above, I think, it is necessary for this customer to be explainedhow the warranty and out-of-warranty and extended 3rd party warranty policies work.Our main purpose since 1974 is to bring proper service to people instead of wasting paper and time for unreasonable or not-at-fault consumer’s complaints and accusations. Yes we’ve promised to perform the repair like customer says and we did not finish it due to the reason beyond our expectations or control, which has been explained.I am not going to apologize as I do not see any reason for that.I would ask you (if I may) to recommend this person to provide you with copy of her documents of Extended Warranty and reason of getting that replacement TV so you can familiarize yourself with the terms and conditions of the service and help customer to understand it.Additionally, you may contact OEM to verify the parts price and availability for this model of TV.I can also say that, being an authorized service center, we can order any available parts....We can survive those few dollars: paid to return that “priceless” burnt items back to customer. which is normally against the policy if customer gets a replacement unit, but if is necessary for her in understand that it was only an unnecessary good will step. Time wasted for much more valuable.We make contributions and donations in much higher amounts.Our, and I think, your time to answer letter like the one written by this customer, who s apparently not too busy, costs incomparable more than that unreasonably requested piece of burnt plastic and wire which doesn’t cost a penny. Customer’s concern was that we can make a profit by selling this item (!?). This is an indication of how she respected and trusts the servicer who helped her.I do not want to indicate my point of view and I really have neither enough time nor willing to continue discussing this matter even thru Respectful Party like your organization.In wrapping up, I want to say that according to all of the above and the latest info from MFG, I have nothing else to discuss due to lack of time, except for pick-up and disposal of her TV as required under this service policy.Sorry for such a long letter. You might be tired of reading it. I hope it helped you to understand the situation and to make the appropriate decision even if I did not indicate my position in this matter.We are able to make this customer satisfied, if she wants to pay for repair of the old TV, but after deeper analysis of this request we found nothing that might change our position in this matter.If your questions are not answered or anything is still questionable regarding this matter and you possibly need additional information in order to get this matter resolved, please feel free to contact me directly by phone or e-mail.Respectfully,Yan FPresident

This gentleman Yan was completely unprofessional, disrespectful and not someone I would ever do business with. He started our conversation by berating me and speaking harshly. He continually yelled and spoke to me aggressively. He lied to LG and told them they he came to my house and diagnosed my TV and it fact he never stepped foot in my state nor did anything for my TV. When he was addressed by LG, he continued to lie and speak aggressively to the LG representative. This is not a person who should be allowed to own a business, he has no respect for his customers.

Hello.Thank you for maintaining this conversation open...All of this shows how this customer respects those who are willing to help him within his insurance policy requirements and allowance...We do know how to run service calls within different service agreements and contracts.All those guidelines are issued by organizations celling the Service Protection Plans (not warranty) to customers and must be followed by either corresponding parties.Each customer must have, attentively read and understand his copy of this document.We do not need customer's instructions of what steps must be taken within this process...The previously mentioned part requires two types of special authorization and is currently being handled accordingly.All customers are welcome to call manufacturers (not insurances) for parts related info...We will be glad to talk if he calls us directly right after that...Thank you and [redacted] for continuous uninterrupted attention to this matter.A & M Electronics, Inc.President

Hello. It is very doubtful that it was a good idea to blame the servicing company for defect occurring with customer's TV after several year of being in use. As it is known, the manufacturer’s warranty is good for 1 year only. There is no OEM coverage after that. This customer has insurance...

(limited service protection plan) coverage only. I do not think that we need to waste yours and our time talking about the servicing guidelines mandated by his contract issuer. All related question must be addressed to warranty company. Like with any other 3rd party warranty providers, there are rules, regulation and limitations which must followed prior to any repairs especially for any screen related issues. This particular company requires submitting the necessary info to their TechReview Team and only based on their decision the service allowed to be performed. They said: “The LCD panel would be the primary suspect. The best course of action will now be determined by our service solutions department within 2-4 business days”. This was initially explained to the customer which made him to become very unfriendly and rude, using informal lexicon (voice recording available for you and customer upon request) while talking to our representative. Not a single token of disrespect was pronounced by us during that phone conversation. Unfortunately, I cannot repeat in written those expressions that customer used that time. He was very argumentative and even refusing to provide the info mandatory within his service request such as: ” Certain guidelines must be followed before we can come to work on your TV. Please provide the image of the screen showing the picture distortion. Before sending it out please take a look at it to make sure it is visible on the taken picture...”   Dear Sir. Your rudeness and impolite unfriendly attitude is not appreciated... Did you ever talk to you doctor is such a manner?   As you were advised over the phone, the requested info is not needed for servicer personally as we do know what it is and how to fix it. Your verbal description is quite enough for professional servicers to determine what to do... That info is mandatory part of your service protection contract and must be submitted to proper department for an approval on the estimate of this repair. If you read your contract you will find those mandatory guidelines which must be followed prior to any repair to get your unit covered... Please open those pictures on your PC and you will understand why they cannot be accepted for warranty review... Of course we can come to see you and your TV with no delays, but we will not be allowed to replace any parts before this repair is approved and covered under your contract. To perform any repairs require disassembly of TV for parts replacement, TV must be “in serviceable position”, not mounted and accessible for service. Customer is responsible to provide the working space for any servicing needs. For all other details related to this issue, you are welcome to contact us at any time. Technically speaking, there are no problems for us to fix your TV... All info related to your service request has been forwarded to corresponding dep't for review and approval as required under this type of contract. You will be contacted upon reply is received if your pictures will be accepted for review. To perform any repairs which require disassembly of TV for parts replacement, TV must be “in serviceable position”, not mounted and accessible for service. Customer is also responsible to provide the working space for any servicing needs.   Thank you Respectfully, A & M Electronics, Inc. President.   Here are some examples of his attitude which were painted with unprintable words: “… If you do not want to come... Say it loud and clear that you do not want to come... …Do not talk bull [redacted] with me... …If this is not enough tell that you cannot come and I will take appropriate steps... …Don't play games with me… …Do not forget I am your customer and not vice-versa…”   Any further questions, if necessary, can be discussed beyond this letter. Respectfully,   A & M electronics, Inc.   President

This complaint may also be addressed to some other recipients.

"Verdana","sans-serif"; font-size: 8.5pt;">     My company is an authorized service center for multiple [redacted]s. We are not retailers or protection plan issuers. Thus, no money questions or customer's contract policy can be discussed with us...
    I think it is not quite necessary to start describing all servicing techniques and guidelines. Each service repair order within any contract policy says "customer is responsible to bring the TV to serviceable position". It is understood that TV cannot be serviced being mounted on wall and must not be serviced while laing on the floor. We use only industry approved testing paraphernalia to check home network signal’s quality and stability needed to operate such TVs. Customer was provided with screenshot of network parameters from our testing device where some of them were out-of-range for streaming video but quite acceptable for other equipment. Those requirements are much higher for streaming video comparing to other equipment using Wi-Fi communication. For intermittent or "hard-to-duplicate" problem, the servicer can only do the diagnostics when problem can be seen. Suspected circuits have been checked for functionality. New Wi-Fi module was installed. For intermittent problems it is necessary to take the equipment to the repair shop for thorough testing with stationary devices for as long as necessary for problem to become continuous enough to determine whether the defect is inside or outside the TV and to repair it accordingly if any. Customer was not too happy with this. Also, intermittent problems are not fully covered under the service contract sold by this retailer.
    [redacted] info and bulletins do not come from customer service agents and not available for public. Also, the software update files and procedure available for user's access are different from those for servicers. When needed, some unusual issues are mandatory to be reported to [redacted] tech lines for further discussion on training seminars and being posted in service bulletins.
Please do not hesitate to contact me on any further questions or concerns.
Yan F[redacted] – President of A & M Electronics.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:My Warranty service company has approved the purchase of the part and they have also said that the repair company (in this case you) have ordered the part. My warranty company said that the repair company will come and fix my TV as soon as they receive the part. So please do NOT belabor the same point again and again and please come and fix my TV when ever the part is "[redacted]" is available. If it is a special order, please coordinate with my Warranty company and get the approval as my warranty company has already confirmed me that my TV will be repaired by you. I have sent you a email and you did not even bothered to respond back.So please please do not play ping pong and resolve the matter at the earliest.
Regards,
[redacted]

This complaint may also be addressed to some other recipients.     My company is an authorized service center for multiple [redacted]s. We are not retailers or protection plan issuers. Thus, no money questions or customer's contract policy can be discussed with us... ...

    I think it is not quite necessary to start describing all servicing techniques and guidelines. Each service repair order within any contract policy says "customer is responsible to bring the TV to serviceable position". It is understood that TV cannot be serviced being mounted on wall and must not be serviced while laing on the floor. We use only industry approved testing paraphernalia to check home network signal’s quality and stability needed to operate such TVs. Customer was provided with screenshot of network parameters from our testing device where some of them were out-of-range for streaming video but quite acceptable for other equipment. Those requirements are much higher for streaming video comparing to other equipment using Wi-Fi communication. For intermittent or "hard-to-duplicate" problem, the servicer can only do the diagnostics when problem can be seen. Suspected circuits have been checked for functionality. New Wi-Fi module was installed. For intermittent problems it is necessary to take the equipment to the repair shop for thorough testing with stationary devices for as long as necessary for problem to become continuous enough to determine whether the defect is inside or outside the TV and to repair it accordingly if any. Customer was not too happy with this. Also, intermittent problems are not fully covered under the service contract sold by this retailer.     [redacted] info and bulletins do not come from customer service agents and not available for public. Also, the software update files and procedure available for user's access are different from those for servicers. When needed, some unusual issues are mandatory to be reported to [redacted] tech lines for further discussion on training seminars and being posted in service bulletins. Please do not hesitate to contact me on any further questions or concerns. Yan F[redacted] – President of A & M Electronics.