As I have previously attempted to explain, our charges do not represent charges for the technician's time on siteThey represent our costs of sending a producing bench technician on the road Field service is for us very expensive, as it involves not only car costs, insurance, &c, but lost bench production timeDuring the process of booking; tech briefing and preparation; drive-out; customer greeting; problem observation; problem resolution; on-site transaction and document finalization, and drive-back, our technician could have produced or prepared several repairs on the bench Based on the customer's address, I calculate that this appointment cost us nearly two hours of technician's total timeWe must recover this opportunity-costWe make this cost-recovery via our standard service call ratesWas the customer under obligation to contract our services? No; however once those services were discussed, and approved, both verbally and in writing, the customer is ethically and legally under obligation to abide by those terms, to which he agreedThis seems to us common sense and common knowledgeThe time for negotiations is before the sale---not after Additionally we did solve the customer's problemI remind the customer that, had we wished, and had we been so inclined, a fraudulent solution for resolution of his problem could have been concoctedA dishonest scam-company might have informed the customer that "You need the main digital coding array," or some other deceptive termThey might have even requested an additional deposit to proceed; then, they might have returned, pretended to install parts, performed the reset services that we performed, and walked away with double the bill paid to us by the customerAs noted, the customer is therefore fortunate to have contracted usOur services were 100% as specified and agreedWe therefore ask the customer to honor his agreed contractual arrangements, and express some solidarity with an honest family firm merely seeking to survive As an additional concession in the interests of good will, I extend my earlier offer of half-off any new diagnostic charges any time in the next one yearJohn ***VP [redacted]
Once again, I apologize to Mr [redacted] on behalf of our company and the [redacted] family for any unusual attitude or behavior from our technicianIt is highly unusual and as noted, I have had no complaints before on this individualWhile I am not able to offer refunds on services already performed, I will upgrade my discount offer again for any future services: customer's next home service call, or diagnostic on carcategory will be FREEI will enter notes in Mr [redacted] 's computer record of this offerThank you, John ***VP [redacted]
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 I understand what you are trying to make me feel better about the charges, but I don't think that justify what I was paying for the service.I can't make you refund my request, but I will make sure that on Social media I will expose the scheme that you & Sharp TV have going onI know that I could have used [redacted] to reset my TV now, and I will let people that are using Social media the same thing also.Ican't resolve tis dispute for that reason! [Provide details of why you are not satisfied with this resolution.] Regards,
With respect, no "scam" whatsoever was perpetratedThe customer requested our services, and we provided those services, as described, discussed, and agreed---agreed to, both verbally and in writing, by the customer---with 100% accuracy and integrityAll charges were pre-approved by the customer, and agreed to, both verbally and in writingIn our opinion, the customer should reasonably understand that, while "fixing it myself" is sometimes an option, procuring the assistance of professionals will always entail additional costs The time to research [redacted] and perform attempts on his own, was before he contracted our services; not afterwards, when we have demonstrated the solution, and when our costs---as I attempted to explain---become sunk-costsWe regret the customer's misunderstanding of standard and business contracts As noted, we do appreciate the businessJohn ***VP [redacted]
Again, we apologize if the customer received an impression of rudenessHis technician, Robert C [redacted] , has been with us now three yearsHe has performed many hundreds of home service calls for us, and we have never before received any complaint of rude behavior.Our offer of discounted future service, as previously mentioned, still obtainsThank you, John ***VP
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this is not completely accurateThe tone knobs in question WERE in their correct position before Bammel worked on this unitThe first repair was not done correctly and I returned the unit at My expenseAlso at my expense, returned it the Second timeI agree the second repair appears to be functioning fine, other than the tone controls, but the lack of concern for the clients time, who took off work to pick up the unit and paid in full for incomplete service, is alarmingI feel as if I was intruding simply trying to get the service that I had paid for
Mr [redacted] indicates our technician did not repair his TVHowever, the customer reported to us that his TV had a problem; upon our arrival, we observed the problem; we took actions to correct the problem; and the problem was correctedThe conclusion is we did repair the TV problem Admittedly, it was a minor problem; however, as the customer agreed both verbally and in writing to our charges, it seems to us quite unfair to request a refund of charges agreed to, in advance, both verbally, and legally via our signed Repair Contract.With respect, our service call minimum charges are not predicated upon the amount of time our technician spends in assessing or correcting minor problemsThese fees represent our minimum necessary charges to dispatch qualified electronics technicians in the field; these service call minimum charges actually constitute "break even" charges for usField service is much more expensive than carrepair service, as our technician's drive time, plus our booking time, dispatch and route organization, car costs, and the like, represent additional time expenditures and expenses, versus carservice In other words, our technicians could have examined and perhaps completed repairs on several carproducts, in the time spent on one field service callConsequent to these considerations, we have found it necessary to charge our indicated rates for field service callsAs the customer agreed to our charges, both verbally and in writing, in advance of service, and as we did in fact correct the problem the customer was experiencing, we do not feel legally nor ethically required to refund our indicated minimum feesOur policies stipulate that our minimum service call charges are not refundable, whether the TV is repaired or notIn this case, fortunately, the problem was minor and was corrected by our technician, thanks to our knowledge of Sharp productsAdvanced knowledge of manufacturer's products is not easy to obtain and requires us to maintain continuing education relationships with manufacturers, at our expense; additionally of course we must meet our floor costs and overhead, as noted aboveIn some instances, we encounter problems that are not correctable in a cost effective way, or we find No Problem Found/operator error/customer educationIn those instances, we do not refund our minimum service call charges; even less inclined are we to refund our charges in the event of us actually correcting the customer's problem, as was done for Mr [redacted] There are cheaper servicers availableSome of these, we know, are unscrupulous operators, or they charge ridiculously below their costs; they have to make the difference up through what amounts to fraudulent practices We prefer not to operate in that mannerWe quote our charges in advance, and customers may elect to use our services, or go elsewhere if they preferPerhaps Mr [redacted] would have "lucked out" and found one of the honest onesOr, he might have been taken advantage of by a non-authorized service center, and charged for a repair that was not required In that sense he is fortunate to have dealt with Bammel TV Technology ServicesOur offer of future discount still stands, and we do appreciate the customer's businessJohn ***VP [redacted]
We have completed a re-service on [redacted] productWe did dispatch a special-pickup driver to retrieve the unit at our expense after the quality issues reported by the customer on our repair[redacted] evaluated the product after re-assessment by our [redacted] The repair itself was all good, however control knobs had been left in the previous/original state, which was not well calibratedWe have corrected thisAdditionally we are in the process of developing and implementing new quality control measures on all product classes to ensure excellent resultsWe are scheduled to deliver the customer's product next week, again at our expenseWe apologize for the inconvenience [redacted] *
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
[Provide details of why you are not satisfied with this resolution.]
There is no business that I know of that serves the public that charges $a minute on top of having RUDE service personal, I only agreed to the charge of $to come out, I was mislead on the charge of what Bammel TV considered a repair It is a difference between repairing a TV and reseting a TV, and my TV was not repaired it was reset.I only realized that I could have used *** after he was doneThis issue is in dispute!
Regards,
R*** **
Customer Mr*** called us on 2/10/for service on his Sharp 70" television, with a complaint that TV was in Protect Mode. At the time of booking, per our standard policies, we briefed the customer on our standard service call charges for his area/zone, which come to $including
tax; as discussed, of this amount, we credit $towards any additional repairsCustomer verbally agreed at that time to these charges. Upon arrival, again per standard policies, we asked customer to sign our Repair Contract, #***, which stipulates in writing the terms we had conveyed verbally to customer at time of bookingCustomer agreed to sign our Repair Contract and did signPer our Repair Contract (see attached copy, including customer's signature) our charges "shall be compensation for the time technicians spend working on this unit and are not refundable whether repairs are completed or not." However, in fairness, we did perform correction services for the customer's TV problems at the time of service, which services resolved customer's TV problem: our technician, following Sharp standard service procedures for this problem, performed a Reset to factory settingsWe fixed the problem with the customer's TV, at no additional charge. Had the customer chosen a non-Sharp service center, or an unethical service center, significant additional charges of a fraudulent nature might have been assessed to resolve this issueWe have no need for such practices, however we do ask our customer's to honor their agreements, namely to pay our agreed minimum service charges, as per both verbal and written agreements. Regarding the customer's impression of our technician: we apologize if any negative impressions were created at that timeI did ask his technician about their interaction and he had no memory of any such conversationAgain, we apologize for any negative impressions on the part of the customerAs a good will gesture, I will extend a $off coupon for any future services the customer might require from our companySimply ask for me, or Dean, at the time of any future service, to obtain the service discount.John ***VP***
With respect, we do not have a "scheme" set up with SharpThe customer hired us for a service, upon terms agreed in advance, both verbally and in writingWe fulfilled that contractually-stipulated service 100% perfectly. We do not offer free services, nor crystal-ball diagnostics over the phoneWhen a customer calls us with a problem, we offer our services at standard rates; the customer is then free to book our services, or notOnce we have performed our services, the customer is then privy to some of the knowledge we have obtained and developed at high expense, over years, and for which we charge; the claim that "I could have found out on Google" how to fix his problem is clearly without foundation: why didn't he go to *** in the first place---because, he did not know how to, how to describe his problem, &c Learning, from us, how to describe and address his problem, is not education that we supply at no charge. In any case, the bottom line is this: the customer requested our services and we supplied those services, with perfect legal and ethical compliance, at rates pre-agreed by the customerAs a courtesy, without any contractual requirement on our part, I have attempted to explain our call costing rationale to the customerI regret that he does not find this explanation satisfactory, however I find no ethical nor legal fault whatsoever in our services to the customer. John ***VP
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
[Provide details of why you are not satisfied with this resolution.]
I can't and will not do business with your company again, so your offer for a discount is not sufficient I am not sure why you can't refund my request, with an employee that rude he should foot the request, or maybe you were the person who came out hereI am not sureI have lived in Houston since 1980, I have done business with a lot of companies and never filed a complaint with the Revdex.com before doing business with your company, again, NO THANKS!
Regards,
R.*** **
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
[Provide details of why you are not satisfied with this resolution.]
I was told over the phone that the $dollars would go towards the repair of the TVThe technician did not repair the TV Maybe your company and Sharp have a scheme going on to get a kickback on repairs, because spending minutes with my remote control is not what I was lead to believe to be considered a repair of my TV.$was for the technician to come out and that's the reason I signed the invoice, but I'm disputing the rest of the cost.I don't want a gift certificate from your company because I would never let another rude technician enter my home!!
Regards,
R*** **
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.
[Provide details of why you are not satisfied with this resolution.]
You have continued to try to explain your service cost away to me which I was mislead on are phone conversation prior to agreeing to accepting your services, but you can't explain away how extremely RUDE your technician was to me which along with being mislead is why we are at this point with this dispute. I feel that any business that let employees explain their behavior by just saying that they don't remember the incident satisfactory to you reflects on the owner and his personality!
Regards,
R. [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is not completely accurate. The tone knobs in question WERE in their correct position before Bammel worked on this unit. The first repair was not done correctly and I returned the unit at My expense. Also at my expense, returned it the Second time. I agree the second repair appears to be functioning fine, other than the tone controls, but the lack of concern for the clients time, who took off work to pick up the unit and paid in full for incomplete service, is alarming. I feel as if I was intruding simply trying to get the service that I had paid for.
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.
[Provide details of why you are not satisfied with this resolution.]
I will not accept your explanation of what you think was service rendered, I am old enough to realize when I have been scammed but I will do my part to make sure no one else gets shafted with the same problem I had by your company.
Regards,
R. [redacted]
As I have previously attempted to explain, our charges do not represent charges for the technician's time on site. They represent our costs of sending a producing bench technician on the road. Field service is for us very expensive, as it involves not only car costs, insurance, &c, but lost bench production time. During the process of booking; tech briefing and preparation; drive-out; customer greeting; problem observation; problem resolution; on-site transaction and document finalization, and drive-back, our technician could have produced or prepared several repairs on the bench. Based on the customer's address, I calculate that this appointment cost us nearly two hours of technician's total time. We must recover this opportunity-cost. We make this cost-recovery via our standard service call rates. Was the customer under obligation to contract our services? No; however once those services were discussed, and approved, both verbally and in writing, the customer is ethically and legally under obligation to abide by those terms, to which he agreed. This seems to us common sense and common knowledge. The time for negotiations is before the sale---not after. Additionally we did solve the customer's problem. I remind the customer that, had we wished, and had we been so inclined, a fraudulent solution for resolution of his problem could have been concocted. A dishonest scam-company might have informed the customer that "You need the main digital coding array," or some other deceptive term. They might have even requested an additional deposit to proceed; then, they might have returned, pretended to install parts, performed the reset services that we performed, and walked away with double the bill paid to us by the customer. As noted, the customer is therefore fortunate to have contracted us. Our services were 100% as specified and agreed. We therefore ask the customer to honor his agreed contractual arrangements, and express some solidarity with an honest family firm merely seeking to survive. As an additional concession in the interests of good will, I extend my earlier offer of half-off any new diagnostic charges any time in the next one year. John [redacted]
Once again, I apologize to Mr. [redacted] on behalf of our company and the [redacted] family for any unusual attitude or behavior from our technician. It is highly unusual and as noted, I have had no complaints before on this individual. While I am not able to offer refunds on services already performed, I will upgrade my discount offer again for any future services: customer's next home service call, or diagnostic on carry-in category will be FREE. I will enter notes in Mr. [redacted]'s computer record of this offer. Thank you, John [redacted]
Again, we apologize if the customer received an impression of rudeness. His technician, Robert C[redacted], has been with us now three years. He has performed many hundreds of home service calls for us, and we have never before received any complaint of rude behavior.Our offer of discounted future service, as previously mentioned, still obtains. Thank you, John [redacted]VP
Mr. [redacted] indicates our technician did not repair his TV. However, the customer reported to us that his TV had a problem; upon our arrival, we observed the problem; we took actions to correct the problem; and the problem was corrected. The conclusion is clear: we did repair the TV problem. Admittedly, it was a minor problem; however, as the customer agreed both verbally and in writing to our charges, it seems to us quite unfair to request a refund of charges agreed to, in advance, both verbally, and legally via our signed Repair Contract.With respect, our service call minimum charges are not predicated upon the amount of time our technician spends in assessing or correcting minor problems. These fees represent our minimum necessary charges to dispatch qualified electronics technicians in the field; these service call minimum charges actually constitute "break even" charges for us. Field service is much more expensive than carry-in repair service, as our technician's drive time, plus our booking time, dispatch and route organization, car costs, and the like, represent additional time expenditures and expenses, versus carry-in service. In other words, our technicians could have examined and perhaps completed repairs on several carry-in products, in the time spent on one field service call. Consequent to these considerations, we have found it necessary to charge our indicated rates for field service calls. As the customer agreed to our charges, both verbally and in writing, in advance of service, and as we did in fact correct the problem the customer was experiencing, we do not feel legally nor ethically required to refund our indicated minimum fees. Our policies stipulate that our minimum service call charges are not refundable, whether the TV is repaired or not. In this case, fortunately, the problem was minor and was corrected by our technician, thanks to our knowledge of Sharp products. Advanced knowledge of manufacturer's products is not easy to obtain and requires us to maintain continuing education relationships with manufacturers, at our expense; additionally of course we must meet our floor costs and overhead, as noted above. In some instances, we encounter problems that are not correctable in a cost effective way, or we find No Problem Found/operator error/customer education. In those instances, we do not refund our minimum service call charges; even less inclined are we to refund our charges in the event of us actually correcting the customer's problem, as was done for Mr. [redacted]. There are cheaper servicers available. Some of these, we know, are unscrupulous operators, or they charge ridiculously below their costs; they have to make the difference up through what amounts to fraudulent practices. We prefer not to operate in that manner. We quote our charges in advance, and customers may elect to use our services, or go elsewhere if they prefer. Perhaps Mr. [redacted] would have "lucked out" and found one of the honest ones. Or, he might have been taken advantage of by a non-authorized service center, and charged for a repair that was not required. In that sense he is fortunate to have dealt with Bammel TV Technology Services. Our offer of future discount still stands, and we do appreciate the customer's business. John [redacted]
As I have previously attempted to explain, our charges do not represent charges for the technician's time on siteThey represent our costs of sending a producing bench technician on the road Field service is for us very expensive, as it involves not only car costs, insurance, &c, but lost bench production timeDuring the process of booking; tech briefing and preparation; drive-out; customer greeting; problem observation; problem resolution; on-site transaction and document finalization, and drive-back, our technician could have produced or prepared several repairs on the bench Based on the customer's address, I calculate that this appointment cost us nearly two hours of technician's total timeWe must recover this opportunity-costWe make this cost-recovery via our standard service call ratesWas the customer under obligation to contract our services? No; however once those services were discussed, and approved, both verbally and in writing, the customer is ethically and legally under obligation to abide by those terms, to which he agreedThis seems to us common sense and common knowledgeThe time for negotiations is before the sale---not after Additionally we did solve the customer's problemI remind the customer that, had we wished, and had we been so inclined, a fraudulent solution for resolution of his problem could have been concoctedA dishonest scam-company might have informed the customer that "You need the main digital coding array," or some other deceptive termThey might have even requested an additional deposit to proceed; then, they might have returned, pretended to install parts, performed the reset services that we performed, and walked away with double the bill paid to us by the customerAs noted, the customer is therefore fortunate to have contracted usOur services were 100% as specified and agreedWe therefore ask the customer to honor his agreed contractual arrangements, and express some solidarity with an honest family firm merely seeking to survive As an additional concession in the interests of good will, I extend my earlier offer of half-off any new diagnostic charges any time in the next one yearJohn ***VP [redacted]
Once again, I apologize to Mr [redacted] on behalf of our company and the [redacted] family for any unusual attitude or behavior from our technicianIt is highly unusual and as noted, I have had no complaints before on this individualWhile I am not able to offer refunds on services already performed, I will upgrade my discount offer again for any future services: customer's next home service call, or diagnostic on carcategory will be FREEI will enter notes in Mr [redacted] 's computer record of this offerThank you, John ***VP [redacted]
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 I understand what you are trying to make me feel better about the charges, but I don't think that justify what I was paying for the service.I can't make you refund my request, but I will make sure that on Social media I will expose the scheme that you & Sharp TV have going onI know that I could have used [redacted] to reset my TV now, and I will let people that are using Social media the same thing also.Ican't resolve tis dispute for that reason! [Provide details of why you are not satisfied with this resolution.] Regards,
With respect, no "scam" whatsoever was perpetratedThe customer requested our services, and we provided those services, as described, discussed, and agreed---agreed to, both verbally and in writing, by the customer---with 100% accuracy and integrityAll charges were pre-approved by the customer, and agreed to, both verbally and in writingIn our opinion, the customer should reasonably understand that, while "fixing it myself" is sometimes an option, procuring the assistance of professionals will always entail additional costs The time to research [redacted] and perform attempts on his own, was before he contracted our services; not afterwards, when we have demonstrated the solution, and when our costs---as I attempted to explain---become sunk-costsWe regret the customer's misunderstanding of standard and business contracts As noted, we do appreciate the businessJohn ***VP [redacted]
Again, we apologize if the customer received an impression of rudenessHis technician, Robert C [redacted] , has been with us now three yearsHe has performed many hundreds of home service calls for us, and we have never before received any complaint of rude behavior.Our offer of discounted future service, as previously mentioned, still obtainsThank you, John ***VP
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this is not completely accurateThe tone knobs in question WERE in their correct position before Bammel worked on this unitThe first repair was not done correctly and I returned the unit at My expenseAlso at my expense, returned it the Second timeI agree the second repair appears to be functioning fine, other than the tone controls, but the lack of concern for the clients time, who took off work to pick up the unit and paid in full for incomplete service, is alarmingI feel as if I was intruding simply trying to get the service that I had paid for
Mr [redacted] indicates our technician did not repair his TVHowever, the customer reported to us that his TV had a problem; upon our arrival, we observed the problem; we took actions to correct the problem; and the problem was correctedThe conclusion is we did repair the TV problem Admittedly, it was a minor problem; however, as the customer agreed both verbally and in writing to our charges, it seems to us quite unfair to request a refund of charges agreed to, in advance, both verbally, and legally via our signed Repair Contract.With respect, our service call minimum charges are not predicated upon the amount of time our technician spends in assessing or correcting minor problemsThese fees represent our minimum necessary charges to dispatch qualified electronics technicians in the field; these service call minimum charges actually constitute "break even" charges for usField service is much more expensive than carrepair service, as our technician's drive time, plus our booking time, dispatch and route organization, car costs, and the like, represent additional time expenditures and expenses, versus carservice In other words, our technicians could have examined and perhaps completed repairs on several carproducts, in the time spent on one field service callConsequent to these considerations, we have found it necessary to charge our indicated rates for field service callsAs the customer agreed to our charges, both verbally and in writing, in advance of service, and as we did in fact correct the problem the customer was experiencing, we do not feel legally nor ethically required to refund our indicated minimum feesOur policies stipulate that our minimum service call charges are not refundable, whether the TV is repaired or notIn this case, fortunately, the problem was minor and was corrected by our technician, thanks to our knowledge of Sharp productsAdvanced knowledge of manufacturer's products is not easy to obtain and requires us to maintain continuing education relationships with manufacturers, at our expense; additionally of course we must meet our floor costs and overhead, as noted aboveIn some instances, we encounter problems that are not correctable in a cost effective way, or we find No Problem Found/operator error/customer educationIn those instances, we do not refund our minimum service call charges; even less inclined are we to refund our charges in the event of us actually correcting the customer's problem, as was done for Mr [redacted] There are cheaper servicers availableSome of these, we know, are unscrupulous operators, or they charge ridiculously below their costs; they have to make the difference up through what amounts to fraudulent practices We prefer not to operate in that mannerWe quote our charges in advance, and customers may elect to use our services, or go elsewhere if they preferPerhaps Mr [redacted] would have "lucked out" and found one of the honest onesOr, he might have been taken advantage of by a non-authorized service center, and charged for a repair that was not required In that sense he is fortunate to have dealt with Bammel TV Technology ServicesOur offer of future discount still stands, and we do appreciate the customer's businessJohn ***VP [redacted]
We have completed a re-service on [redacted] productWe did dispatch a special-pickup driver to retrieve the unit at our expense after the quality issues reported by the customer on our repair[redacted] evaluated the product after re-assessment by our [redacted] The repair itself was all good, however control knobs had been left in the previous/original state, which was not well calibratedWe have corrected thisAdditionally we are in the process of developing and implementing new quality control measures on all product classes to ensure excellent resultsWe are scheduled to deliver the customer's product next week, again at our expenseWe apologize for the inconvenience [redacted] *
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
[Provide details of why you are not satisfied with this resolution.]
There is no business that I know of that serves the public that charges $a minute on top of having RUDE service personal, I only agreed to the charge of $to come out, I was mislead on the charge of what Bammel TV considered a repair It is a difference between repairing a TV and reseting a TV, and my TV was not repaired it was reset.I only realized that I could have used *** after he was doneThis issue is in dispute!
Regards,
R*** **
Customer Mr*** called us on 2/10/for service on his Sharp 70" television, with a complaint that TV was in Protect Mode. At the time of booking, per our standard policies, we briefed the customer on our standard service call charges for his area/zone, which come to $including
tax; as discussed, of this amount, we credit $towards any additional repairsCustomer verbally agreed at that time to these charges. Upon arrival, again per standard policies, we asked customer to sign our Repair Contract, #***, which stipulates in writing the terms we had conveyed verbally to customer at time of bookingCustomer agreed to sign our Repair Contract and did signPer our Repair Contract (see attached copy, including customer's signature) our charges "shall be compensation for the time technicians spend working on this unit and are not refundable whether repairs are completed or not." However, in fairness, we did perform correction services for the customer's TV problems at the time of service, which services resolved customer's TV problem: our technician, following Sharp standard service procedures for this problem, performed a Reset to factory settingsWe fixed the problem with the customer's TV, at no additional charge. Had the customer chosen a non-Sharp service center, or an unethical service center, significant additional charges of a fraudulent nature might have been assessed to resolve this issueWe have no need for such practices, however we do ask our customer's to honor their agreements, namely to pay our agreed minimum service charges, as per both verbal and written agreements. Regarding the customer's impression of our technician: we apologize if any negative impressions were created at that timeI did ask his technician about their interaction and he had no memory of any such conversationAgain, we apologize for any negative impressions on the part of the customerAs a good will gesture, I will extend a $off coupon for any future services the customer might require from our companySimply ask for me, or Dean, at the time of any future service, to obtain the service discount.John ***VP***
With respect, we do not have a "scheme" set up with SharpThe customer hired us for a service, upon terms agreed in advance, both verbally and in writingWe fulfilled that contractually-stipulated service 100% perfectly. We do not offer free services, nor crystal-ball diagnostics over the phoneWhen a customer calls us with a problem, we offer our services at standard rates; the customer is then free to book our services, or notOnce we have performed our services, the customer is then privy to some of the knowledge we have obtained and developed at high expense, over years, and for which we charge; the claim that "I could have found out on Google" how to fix his problem is clearly without foundation: why didn't he go to *** in the first place---because, he did not know how to, how to describe his problem, &c Learning, from us, how to describe and address his problem, is not education that we supply at no charge. In any case, the bottom line is this: the customer requested our services and we supplied those services, with perfect legal and ethical compliance, at rates pre-agreed by the customerAs a courtesy, without any contractual requirement on our part, I have attempted to explain our call costing rationale to the customerI regret that he does not find this explanation satisfactory, however I find no ethical nor legal fault whatsoever in our services to the customer. John ***VP
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
[Provide details of why you are not satisfied with this resolution.]
I can't and will not do business with your company again, so your offer for a discount is not sufficient I am not sure why you can't refund my request, with an employee that rude he should foot the request, or maybe you were the person who came out hereI am not sureI have lived in Houston since 1980, I have done business with a lot of companies and never filed a complaint with the Revdex.com before doing business with your company, again, NO THANKS!
Regards,
R.*** **
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
[Provide details of why you are not satisfied with this resolution.]
I was told over the phone that the $dollars would go towards the repair of the TVThe technician did not repair the TV Maybe your company and Sharp have a scheme going on to get a kickback on repairs, because spending minutes with my remote control is not what I was lead to believe to be considered a repair of my TV.$was for the technician to come out and that's the reason I signed the invoice, but I'm disputing the rest of the cost.I don't want a gift certificate from your company because I would never let another rude technician enter my home!!
Regards,
R*** **
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.
[Provide details of why you are not satisfied with this resolution.]
You have continued to try to explain your service cost away to me which I was mislead on are phone conversation prior to agreeing to accepting your services, but you can't explain away how extremely RUDE your technician was to me which along with being mislead is why we are at this point with this dispute. I feel that any business that let employees explain their behavior by just saying that they don't remember the incident satisfactory to you reflects on the owner and his personality!
Regards,
R. [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is not completely accurate. The tone knobs in question WERE in their correct position before Bammel worked on this unit. The first repair was not done correctly and I returned the unit at My expense. Also at my expense, returned it the Second time. I agree the second repair appears to be functioning fine, other than the tone controls, but the lack of concern for the clients time, who took off work to pick up the unit and paid in full for incomplete service, is alarming. I feel as if I was intruding simply trying to get the service that I had paid for.
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.
[Provide details of why you are not satisfied with this resolution.]
I will not accept your explanation of what you think was service rendered, I am old enough to realize when I have been scammed but I will do my part to make sure no one else gets shafted with the same problem I had by your company.
Regards,
R. [redacted]
As I have previously attempted to explain, our charges do not represent charges for the technician's time on site. They represent our costs of sending a producing bench technician on the road. Field service is for us very expensive, as it involves not only car costs, insurance, &c, but lost bench production time. During the process of booking; tech briefing and preparation; drive-out; customer greeting; problem observation; problem resolution; on-site transaction and document finalization, and drive-back, our technician could have produced or prepared several repairs on the bench. Based on the customer's address, I calculate that this appointment cost us nearly two hours of technician's total time. We must recover this opportunity-cost. We make this cost-recovery via our standard service call rates. Was the customer under obligation to contract our services? No; however once those services were discussed, and approved, both verbally and in writing, the customer is ethically and legally under obligation to abide by those terms, to which he agreed. This seems to us common sense and common knowledge. The time for negotiations is before the sale---not after. Additionally we did solve the customer's problem. I remind the customer that, had we wished, and had we been so inclined, a fraudulent solution for resolution of his problem could have been concocted. A dishonest scam-company might have informed the customer that "You need the main digital coding array," or some other deceptive term. They might have even requested an additional deposit to proceed; then, they might have returned, pretended to install parts, performed the reset services that we performed, and walked away with double the bill paid to us by the customer. As noted, the customer is therefore fortunate to have contracted us. Our services were 100% as specified and agreed. We therefore ask the customer to honor his agreed contractual arrangements, and express some solidarity with an honest family firm merely seeking to survive. As an additional concession in the interests of good will, I extend my earlier offer of half-off any new diagnostic charges any time in the next one year. John [redacted]
Once again, I apologize to Mr. [redacted] on behalf of our company and the [redacted] family for any unusual attitude or behavior from our technician. It is highly unusual and as noted, I have had no complaints before on this individual. While I am not able to offer refunds on services already performed, I will upgrade my discount offer again for any future services: customer's next home service call, or diagnostic on carry-in category will be FREE. I will enter notes in Mr. [redacted]'s computer record of this offer. Thank you, John [redacted]
Again, we apologize if the customer received an impression of rudeness. His technician, Robert C[redacted], has been with us now three years. He has performed many hundreds of home service calls for us, and we have never before received any complaint of rude behavior.Our offer of discounted future service, as previously mentioned, still obtains. Thank you, John [redacted]VP
Mr. [redacted] indicates our technician did not repair his TV. However, the customer reported to us that his TV had a problem; upon our arrival, we observed the problem; we took actions to correct the problem; and the problem was corrected. The conclusion is clear: we did repair the TV problem. Admittedly, it was a minor problem; however, as the customer agreed both verbally and in writing to our charges, it seems to us quite unfair to request a refund of charges agreed to, in advance, both verbally, and legally via our signed Repair Contract.With respect, our service call minimum charges are not predicated upon the amount of time our technician spends in assessing or correcting minor problems. These fees represent our minimum necessary charges to dispatch qualified electronics technicians in the field; these service call minimum charges actually constitute "break even" charges for us. Field service is much more expensive than carry-in repair service, as our technician's drive time, plus our booking time, dispatch and route organization, car costs, and the like, represent additional time expenditures and expenses, versus carry-in service. In other words, our technicians could have examined and perhaps completed repairs on several carry-in products, in the time spent on one field service call. Consequent to these considerations, we have found it necessary to charge our indicated rates for field service calls. As the customer agreed to our charges, both verbally and in writing, in advance of service, and as we did in fact correct the problem the customer was experiencing, we do not feel legally nor ethically required to refund our indicated minimum fees. Our policies stipulate that our minimum service call charges are not refundable, whether the TV is repaired or not. In this case, fortunately, the problem was minor and was corrected by our technician, thanks to our knowledge of Sharp products. Advanced knowledge of manufacturer's products is not easy to obtain and requires us to maintain continuing education relationships with manufacturers, at our expense; additionally of course we must meet our floor costs and overhead, as noted above. In some instances, we encounter problems that are not correctable in a cost effective way, or we find No Problem Found/operator error/customer education. In those instances, we do not refund our minimum service call charges; even less inclined are we to refund our charges in the event of us actually correcting the customer's problem, as was done for Mr. [redacted]. There are cheaper servicers available. Some of these, we know, are unscrupulous operators, or they charge ridiculously below their costs; they have to make the difference up through what amounts to fraudulent practices. We prefer not to operate in that manner. We quote our charges in advance, and customers may elect to use our services, or go elsewhere if they prefer. Perhaps Mr. [redacted] would have "lucked out" and found one of the honest ones. Or, he might have been taken advantage of by a non-authorized service center, and charged for a repair that was not required. In that sense he is fortunate to have dealt with Bammel TV Technology Services. Our offer of future discount still stands, and we do appreciate the customer's business. John [redacted]