When Mr. [redacted] brought his receiver in for diagnosis, we explained our policy. We charge $85.00 for a diagnostic. The diagnostic fee is non refundable. We would call him with an estimate including parts and the labor and the $85.00 would be applied to the repair. At the...
time the unit was brought in, we had a two week backlog. However we expedited the estimate per his request as he was in a rush. We provided Mr. [redacted] with the estimate which he then declined due to cost. Mr. [redacted] called shortly after he picked up the unit to advise he discovered it was covered under warranty. It is unfortunate he did not discover the unit was covered by warranty before he brought the unit in. He advised he had shipped the unit to the manufacturer for warranty repair and the only problem, per the technician, was a wire. He demanded to know whether it was our policy to scam our customers or if our technician was simply incompetent. I explained neither, that we have been in business for 28 years and our technician has over 40 years’ experience. I explained that we provided an estimate, he chose to decline it and at that point, there wasn’t anything I could do for him. He had chosen to get a second opinion, which at that point, differed with our own. I also told him I was pleased he managed to get his receiver repaired. What he didn’t understand is that in regard to the estimate, it is exactly that, an estimate. My technician tested the unit and confirmed the low voltage regulator was not putting out voltage. Upon repair, we would determine the actual cause and address the issue, whether it was a loose wire, bad solder connection and/or bad part. We would have adjusted the price accordingly. Mr. [redacted] is requesting his $85.00 be refunded because he made a poor decision and failed to check on the warranty status of his unit before he brought the unit in. He is also requesting a refund for the $20 he spent to ship the unit to the manufacturer. As he was advised, the $85.00 was non refundable at the time he brought the unit in and paid for the diagnostic. If he had discovered prior to bringing the unit in, that it was covered by warranty, he still would have paid the $20 to ship the unit in for manufacturer service. Rainbow Electronics did not cause any mishap. We provided a service as requested in good faith. Mr. [redacted] is responsible for his own decisions and all charges.Thank you,[redacted]Owners
I am rejecting this response because: the owners continue to fail to address the real issues and instead offer spurious responses that don't address the facts of this dispute. Obviously, in order to diagnose the low voltage regulator, as Rainbow claims they did, Rainbow Electronics had to remove the cover on the receiver. Any competent, reputable repair shop would have seen the loose wire, as the trained Yamaha technician did within seconds of this basic procedure. He attached the wire within five minutes and repaired the unit, which Rainbow Electronics failed to do either out of incompetency, or blatant profit mongering, and instead tried to charge $270 for a procedure that could have been done while the cover was open, and which the $85 charge should have been more than fair to cover. Instead the owner keeps falling back on the fact they've been open for 28 years, as if this is some kind of proof that they are reputable, which as I pointed out earlier means nothing, as many companies, such as Enron, were open for more than 28 years and ripped many, many people off as well. They still haven't explained how they missed this simple, obvious repair. The loose wire is a fact, not an opinion. Instead, Rainbow's offers other ridiculous claims, such as their diagnosis differs from the "second opinion" I received from Yamaha, as if they are doctors dealing with the unknowns of the human body, and there is room for differing opinions in this situation. A loose wire is a loose wire no matter who looks at it or diagnosis it, unless again, the shop is disreputable, and or incompetent. There is no grey area to this situation as Rainbow is trying to portray. The technician bungled the repair from the start, the owner tried to cover up this error when I called, and continues to do so, which only substantiates that this shop is run by unethical business people, as many web reviews reveal, and which I unfortunately discovered after the fact. I am outraged because they tried to charge me $270 to fix something that involved simply attaching a wire. If they had made an innocent mistake in failing to see the wire, a good faith effort of taking care of the mailing fee, or just plain attaching the wire at the time, would have kept me as a customer and earned my trust. It has nothing to do with me discovering the warranty after the fact, which again, Rainbow is fallaciously focusing on instead of working with me after their obvious error was discovered. All they are trying to do is avoid the responsibility of taking care of someone who is calling them on their shoddy business practices. It is a blessing I discovered the warranty, as I would have thrown away the unit based on Rainbow's obviously errant evaluation.It is clear from the owner's response, and also represented in the responses of the myriad others on the web who have been deceived as I have, that she believes this is the way to conduct business. At this point, all I can do is file this complaint with the Revdex.com, post the truth on the web in as many places as I can (which I have done), tell everyone I run into to stay away from Rainbow Electronics, and hope that all of this will help keep Rainbow Electronics the tiny little shop it is so that as few people as possible will be scammed as I have been.
When Mr. [redacted] brought his receiver in for diagnosis, we explained our policy. We charge $85.00 for a diagnostic. The diagnostic fee is non refundable. We would call him with an estimate including parts and the labor and the $85.00 would be applied to the repair. At the...
time the unit was brought in, we had a two week backlog. However we expedited the estimate per his request as he was in a rush. We provided Mr. [redacted] with the estimate which he then declined due to cost. Mr. [redacted] called shortly after he picked up the unit to advise he discovered it was covered under warranty. It is unfortunate he did not discover the unit was covered by warranty before he brought the unit in. He advised he had shipped the unit to the manufacturer for warranty repair and the only problem, per the technician, was a wire. He demanded to know whether it was our policy to scam our customers or if our technician was simply incompetent. I explained neither, that we have been in business for 28 years and our technician has over 40 years’ experience. I explained that we provided an estimate, he chose to decline it and at that point, there wasn’t anything I could do for him. He had chosen to get a second opinion, which at that point, differed with our own. I also told him I was pleased he managed to get his receiver repaired. What he didn’t understand is that in regard to the estimate, it is exactly that, an estimate. My technician tested the unit and confirmed the low voltage regulator was not putting out voltage. Upon repair, we would determine the actual cause and address the issue, whether it was a loose wire, bad solder connection and/or bad part. We would have adjusted the price accordingly. Mr. [redacted] is requesting his $85.00 be refunded because he made a poor decision and failed to check on the warranty status of his unit before he brought the unit in. He is also requesting a refund for the $20 he spent to ship the unit to the manufacturer. As he was advised, the $85.00 was non refundable at the time he brought the unit in and paid for the diagnostic. If he had discovered prior to bringing the unit in, that it was covered by warranty, he still would have paid the $20 to ship the unit in for manufacturer service. Rainbow Electronics did not cause any mishap. We provided a service as requested in good faith. Mr. [redacted] is responsible for his own decisions and all charges.Thank you,[redacted]Owners
I am rejecting this response because: the owners continue to fail to address the real issues and instead offer spurious responses that don't address the facts of this dispute. Obviously, in order to diagnose the low voltage regulator, as Rainbow claims they did, Rainbow Electronics had to remove the cover on the receiver. Any competent, reputable repair shop would have seen the loose wire, as the trained Yamaha technician did within seconds of this basic procedure. He attached the wire within five minutes and repaired the unit, which Rainbow Electronics failed to do either out of incompetency, or blatant profit mongering, and instead tried to charge $270 for a procedure that could have been done while the cover was open, and which the $85 charge should have been more than fair to cover. Instead the owner keeps falling back on the fact they've been open for 28 years, as if this is some kind of proof that they are reputable, which as I pointed out earlier means nothing, as many companies, such as Enron, were open for more than 28 years and ripped many, many people off as well. They still haven't explained how they missed this simple, obvious repair. The loose wire is a fact, not an opinion. Instead, Rainbow's offers other ridiculous claims, such as their diagnosis differs from the "second opinion" I received from Yamaha, as if they are doctors dealing with the unknowns of the human body, and there is room for differing opinions in this situation. A loose wire is a loose wire no matter who looks at it or diagnosis it, unless again, the shop is disreputable, and or incompetent. There is no grey area to this situation as Rainbow is trying to portray. The technician bungled the repair from the start, the owner tried to cover up this error when I called, and continues to do so, which only substantiates that this shop is run by unethical business people, as many web reviews reveal, and which I unfortunately discovered after the fact. I am outraged because they tried to charge me $270 to fix something that involved simply attaching a wire. If they had made an innocent mistake in failing to see the wire, a good faith effort of taking care of the mailing fee, or just plain attaching the wire at the time, would have kept me as a customer and earned my trust. It has nothing to do with me discovering the warranty after the fact, which again, Rainbow is fallaciously focusing on instead of working with me after their obvious error was discovered. All they are trying to do is avoid the responsibility of taking care of someone who is calling them on their shoddy business practices. It is a blessing I discovered the warranty, as I would have thrown away the unit based on Rainbow's obviously errant evaluation.It is clear from the owner's response, and also represented in the responses of the myriad others on the web who have been deceived as I have, that she believes this is the way to conduct business. At this point, all I can do is file this complaint with the Revdex.com, post the truth on the web in as many places as I can (which I have done), tell everyone I run into to stay away from Rainbow Electronics, and hope that all of this will help keep Rainbow Electronics the tiny little shop it is so that as few people as possible will be scammed as I have been.