American TV Electronics

Revdex.com: 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 Hello Revdex.com I spoke to [redacted] representative and explained that I was told by American Tv that the only way I would get a refund was to swap out old defective [redacted] with the new one that was installed by themI was told not to have them swap it outThey told me the replacement part was for me to keep and that I was supposed to get a refund from them and to get a refund to have a licensed technician fix what American tv caused which is misalign the screen and trash particles inside screenI was asked to send [redacted] pictures of the trash particles and alignment issue which I gladly didI still don't want anymore headaches and their business with American Tv I just want back the money I paid them to have a professional work on it instead [redacted] rep told me if I agreed to have parts swapped out by American tv they would get to keep a $dollar part for my $refund and I was also gonna deal on fixing the trash particles and misalignment of the tv on my own which will not go away if part gets swapped out anyways

Dear Revdex.com Thank you for reaching out to us! We are very sorry to hear that the customer's experience was not satisfactoryWe did receive an order from [redacted] authorizing us to swap out a [redacted] onlyThis request was the result of a recall, for which the customer requested and approved from [redacted] , who then contracted [redacted] to carry out the dispatch orders for the specific workThe order did not include a request for a diagnosis, maintenance, cleaning, or additional services of any typeThis means that if the [redacted] was swapped out, and the unit still didn't work, then the customer and/or his warranty provider would be responsible for requesting and/or paying for any additional service to his televisionThe job however was successfully completed and the television was delivered to the customer in working and acceptable conditionsThe customer then called us to report a problem that was different from what was originally reportedSince we were authorized to replace the [redacted] only, we kindly asked the customer to contact his warranty provider so that they may keep track of the service done, and/or send us another dispatch order for repair, cleaning, and/or maintenanceAfter advising the customer on May 2, 2016, we didn't hear a response from himWe are more than happy to help this customer resolve his problem, and upon receiving this notification, we are even more determinedEven though the initial job has been completed, we reached out to him and offered to make an assessment on the work needed and/or to perform service on his television as a courtesy with no extra chargesThe customer declined our offerWould you please advise us on any other steps that we can take in order to rectify this issue?

Dear Revdex.com, We are happy to comply with the customer's requestI called Mr [redacted] to notify him that if we are to process a refund, then we will require the replacement [redacted] that was installed in his unit, in order to return it to the manufacturerThis is done for tracking purposes of parts received and/or jobs completedI also provided Mr [redacted] with the option of performing the requested maintenance and/or cleaning of his TV as a courtesy, with no extra charges, in order to bring resolution to the original complaint, and spare the customer the time and effort to obtain another replacement ***, and/or maintenance from another providerMr [redacted] declined each offer for the moment being, and stated that he will contact [redacted] prior to making a decisionWe have not heard a response from the customer yet Thank you!

Dear Revdex.com, We had spoken with [redacted] who had confirmed with us that the replacement [redacted] belongs to them, and that they required the part before any refund would be issuedFortunately, [redacted] and [redacted] were able to reach an agreement in which another service will be dispatched with a new replacement ***, and will then retrieve the [redacted] installed by usWe were given the authorization to issue a full refund to the customer totaling $This amount was refunded in form of a check, which was mailed out to the customer's service address todayWe are saddened by the customer's dissatisfaction and hope that this action brings resolutionAlthough we will follow up to ensure the resolution was satisfactory, we ask the customer to let us know when he has received his refund Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
Dear Revdex.com I still request a refund by American tvThe *** was replaced as requested by *** the tv maker but the misalignment of the picture screen and trash inside screen were not there before they started working on my televisionI don't understand why they say that the television was delivered with no problems being that when it was delivered and the man that delivered my television didn't even test my television that is why as soon as the delivery man left my home which he was in a rush to leave and I connected all the wires back and saw the picture quality I immediately contacted American tv about the issues that were not present before. Like I told the manager several times the *** was replaced successfully but while the tech was working on my television in my house to replace the *** he said he misaligned the television picture which before there was no problem with itHe said he could not perform the job in my house so he had to take it to their shop to disassemble and align the large mirror that projects the tv imageThat is why I told manager that more than likely the trash inside screen probably got in at the time of disassembly and reassembly of screen and the tech should of at least cleaned inside screen to clean trash particles and retest the picture alignmentThe tech also told us it was only gonna take two hours to realign but it took them five daysAnd like I mention again there was no problems with my television except the *** going bad but now I still have a misaligned television and trash on the inside that was all on themI don't want them to work on my television because I don't trust the job they did and I am afraid of more headaches that is why I want a refund to pay a professional tv repair shopI am so disappointed in the way they do business and what they put in Revdex.com response and I quote (This means that if the *** was swapped out, and the unit still didn't work, then the customer and/or his warranty provider would be responsible for requesting and/or paying for any additional service to his televisionThe job however was successfully completed and the television was delivered to the customer in working and acceptable conditions.) which is all a LIE it was not delivered in acceptable conditions> And why would I or tv maker be responsible for PAYING FOR ADDITIONAL SERVICEI am kindly still requesting a refund to fix what American tv poor labor did and relive myself of headachesAND ONCE AGAIN MY TELEVISION DID NOT HAVE TRASH PARTICLES OR WAS MISALIGNED UNTIL IT WAS BROUGHT BACK FROM THEIR SHOP
Regards,

Revdex.com:
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.   Hello Revdex.com I spoke to [redacted] representative and explained that I was told by American Tv that the only way I would get a refund was to swap out old defective [redacted] with the new one that was installed by them. I was told not to have them swap it out. They told me the replacement part was for me to keep and that I was supposed to get a refund from them and to get a refund to have a licensed technician fix what American tv caused which is misalign the screen and trash particles inside screen. I was asked to send [redacted] pictures of the trash particles and alignment issue which I gladly did. I still don't want anymore headaches and their business with American Tv I just want back the money I paid them to have a professional work on it instead. [redacted] rep told me if I agreed to have parts swapped out by American tv they would get to keep a $600 dollar part for my $216 refund and I was also gonna deal on fixing the trash particles and misalignment of the tv on my own which will not go away if part gets swapped out anyways.

Dear Revdex.com,
 
We are happy to comply with the customer's request. I called Mr. [redacted] to notify him that if we are to process a refund, then we will require the replacement [redacted] that was installed in his unit, in order to return it to the manufacturer. This is done for tracking purposes of parts received and/or jobs completed. I also provided Mr. [redacted] with the option of performing the requested maintenance and/or cleaning of his TV as a courtesy, with no extra charges, in order to bring resolution to the original complaint, and spare the customer the time and effort to obtain another replacement [redacted], and/or maintenance from another provider. Mr. [redacted] declined each offer for the moment being, and stated that he will contact [redacted] prior to making a decision. We have not heard a response from the customer yet.
 
Thank you!

Dear Revdex.com,
 
We had spoken with [redacted] who had confirmed with us that the replacement [redacted] belongs to them, and that they required the part before any refund would be issued. Fortunately, [redacted] and [redacted] were able to reach an agreement in which another service will be dispatched with a new replacement [redacted], and will then retrieve the [redacted] installed by us. We were given the authorization to issue a full refund to the customer totaling $216.50. This amount was refunded in form of a check, which was mailed out to the customer's service address today. We are saddened by the customer's dissatisfaction and hope that this action brings resolution. Although we will follow up to ensure the resolution was satisfactory, we ask the customer to let us know when he has received his refund.
 
Thank you!

Dear Revdex.com
 
Thank you for reaching out to us! We are very sorry to hear that the customer's experience was not satisfactory. We did receive an order from [redacted] authorizing us to swap out a [redacted] only. This request was the result...

of a recall, for which the customer requested and approved from [redacted], who then contracted [redacted] to carry out the dispatch orders for the specific work. The order did not include a request for a diagnosis, maintenance, cleaning, or additional services of any type. This means that if the [redacted] was swapped out, and the unit still didn't work, then the customer and/or his warranty provider would be responsible for requesting and/or paying for any additional service to his television. The job however was successfully completed and the television was delivered to the customer in working and acceptable conditions. The customer then called us to report a problem that was different from what was originally reported. Since we were authorized to replace the [redacted] only, we kindly asked the customer to contact his warranty provider so that they may keep track of the service done, and/or send us another dispatch order for repair, cleaning, and/or maintenance. After advising the customer on May 2, 2016, we didn't hear a response from him. We are more than happy to help this customer resolve his problem, and upon receiving this notification, we are even more determined. Even though the initial job has been completed, we reached out to him and offered to make an assessment on the work needed and/or to perform service on his television as a courtesy with no extra charges. The customer declined our offer. Would you please advise us on any other steps that we can take in order to rectify this issue?