Clear Sky Electric Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/09/16) */
Contact Name and Title: *** ***-VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@precisionsvc.com
Mr***, I am terribly sorry for the confusion on your caseI do see notes pertaining to the refund in the case notesit appears
the refund was processed yesterday and may take a couple business days to post to your accountThis can vary depending on your specific cards processing times
I will touch base with our processing team to ensure the credit was made and have them send email confirmation to youif you do not see this within the next days, please feel free to contact me directly
thank you and sorry again for the confusion
The word "not" was omitted before the word "happen"
Initial Consumer Rebuttal /* (3000, 8, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After Revdex.com involvement, a $credit was posted to my AMEX accountThis was the amount I originally negotiated with Christopher at Precision TelevisionThe credit, even after numerous phone calls never returned, appeared like magic after Revdex.com involvementThe issue is still that Precision is not up front with their chargesTheir website clearly states that the $"deposit" will be used to offset any labor or parts chargesIn my case, this did not happenActually the reverse happened, the $deposit was added to the labor charge of $and cost of part of $It should have been subtractedI agreed to the $credit after many phone calls and waiting on line for a responseBy the way, the technician did a superb jobIt only took him minutes to replace the module
Final Business Response /* (4000, 10, 2015/09/28) */
Mr***,
We would like to get this issue resolved but am unclear what you are requestingA credit was submitted on 9-prior to us receiving Revdex.com complaintThe refund was issued from our team for the $corresponding with a conversation between you and Chris based on the agreed payment:
notes from our system:09/15/(11:34:AM) - MVONSTETTE -> PER CHRIS: PLEASE ISSUE A REFUND FOR XXXXXX IN THE AMOUNT OF $DUE TO US NOT PROVIDING CRYSTAL CLEAR INFORMATION TO OUR CX
TRANSACTION XXXXXXXXXX HAS BEEN SUCCESSFULLY ACCEPTED BY THE SYSTEM
BELOW IS A SUMMARY:
TRANSACTION ID: XXXXXXXXXX
PAYMENT METHOD:
AMOUNT: USD (70.00)
CUSTOMER NAME: *** ***
Is there still a discrepancy on the refund amount/amount paid or is this matter settled?
On your second point of the Website and the application of the $to offset parts and labor cost, I dont see thiscan you provide specifically what page you are reading this?
I only show mentions of the $135:
under the "SERVICES" tab, down to OUT OF WARRANTY, IN HOME repair it states that "We charge $to evaluate a television at your homeThis charge will be applied towards any repair services"-
if you schedule an appointment online, it notes that the $charge is only for our technician to look at one television set
For clarification, the $is a diagnostic fee to inspect the unitThat is not to say that the total job will be $depending on the issue, you may have and parts needed, your parts and labor can go well over this, but we do apply the toward the total costFor example (values hypothetical): if we get a claim the customer pays the $for diagnosticwhen our tech goes out, he finds that a Main pcb is needed to fix a unitthe customer is given an estimate for total cost, parts and labormain pcb $labor $total cost $if the customer agrees, we order the parts and fulfill the repair and the balance due would be the $minus the $total balance would be $upon completion
If there is still any matters we need to address please let me know
Thank you
Final Consumer Response /* (4200, 12, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree with the response, but it does not answer my specific issueBelow is a copy of comments fro their website that should help clarify my issue;
IN HOME
We charge $to evaluate a television at your homeThis charge will be applied towards any repair services, but does include return trips to your home, if necessary
The technician did not come to my house to evaluate the problemHe knew what it was, after my description of the problem, when he called to schedule the first appointment so he ordered the partThe first visit was when the technician installed the new part, five minutes laborThe charge was $( for parts for tax and for laborSince I had a credit 0f $135.00, my deposit, the $charge should have been subtracted, leaving me with a credit of $Instead the $deposit was added to $labor charge for a total $labor charge

Initial Business Response /* (1000, 5, 2015/10/21) */
Contact Name and Title: *** ***-VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@precisionsvc.com
Ms***, I would like to thank you for posting this review so we can be aware of and move to prevent these situations happening in
the futureI am deeply sorry that this lesson had to come at the cost of your frustration
I reviewed your case thoroughly and found several moments thru the process where someone should have caught this issue and correctedThis is unacceptable and I will be using this case to review with department managers and those directly involved with this case so all are aware how to prevent in the future
I am going to be issuing the full refund for you as wellI definitely expect more of our staff and company than what was represented in your caseThe refund may take a couple days to post depending on your bankIf there is any issue moving forward in regard to the refund, please feel free to contact me on the provided contact
Again I am deeply sorry for how your claim was handled and wish you the best in getting your unit up and running
From digging into your claim, it does appear Samsung has a Drain relocation Kit on this model to prevent this issue from happening againi wanted to confirm that the correct part # for this kit is as you provided, DCXX-XXXXXB
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date, I have not received a refund
Final Business Response /* (4000, 9, 2015/10/30) */
Ms***,
As of 10/i see your refund was issuedSee below notes from our systemPlease let me know if you do not see this come thru in the coming days
I will also be following up with my team on the importance and urgency for getting a refund processed and take corrective action where necessaryI am terribly sorry for the delay
10/29/(11:54:AM) ==============================================================================⇄ /> TRANSACTION XXXXXXXXXX HAS BEEN SUCCESSFULLY ACCEPTED BY THE SYSTEM
BELOW IS A SUMMARY:
TRANSACTION ID: XXXXXXXXXX
PAYMENT METHOD: XXXX
AMOUNT: USD (135.00)
CUSTOMER NAME: *** ***

we apologize for the delay in your service processI do show the warranty company has both approved and ordered the requested parts as of 9-i do not show any ETA to provide in regard to arrival however we will be reaching out to you to schedule when the part arrivesI would advise at this point
if you have concerns of the leak in regard to this failure, that you turn off the water supply to the fridgethis should suspend any leaks as it appears you have a water line leak internally

Final Consumer Response /* (2000, 6, 2016/01/06) */
After contacting the company again, I was approached by the CEO of the company and he stepped in and resolved this issue promptly by issuing me a credit for the unintended charge made by them with an apology for the bad handling by their customer
service representative

our suggestion in turning off the water was only a suggestion to prevent any water leak prior to this unit being repaired, not necessary, just a precautionwe do have a tech scheduled tomorrow 9-to come and finalize this repair to working order

on our case notes under customer complaint, it is noted-“POOR DRAINING AND WOBBLES” and it does appear the tech troubleshot both situations
On our tech arrival, he noted an escalated situation from point of entryCustomer was already frustratedOur tech proceeded to diagnose the unit
and found a Sock stuck in the Drain filter causing the Poor drain situationI also have notes of our technician engaging the Unit into a test spin mode to verify if the unit was operating outside the product designEngaging this test mode independent of clothes in the machine allow us to verify if there is any abnormality or deformity with the unit itself Tech engaged the levels of spin RPM and found nothing out of the ordinary in regard to wobble or vibrationThese units spin from rpm to rpm and that being said, some wobble or vibration is to be expectedThis unit has an internal motion sensor that will stop the spin if any error is detected to protect the consumer and the unitit will register 5e error, which it did for the customerhowever in the spin test, all tested good
In association with the spin test, the technician noted that the floor where the unit was placed, was not solid and had some bounce to itThese machines are designed to be placed on hard solid surfaces to properly function (cement, Tile, ETC)Any flex in the floor will accentuate wobble as it acts as a springboard to vibration situations and commonly register an out of balance 5e errorIt was our techs belief that this unit itself was operating as designed and that the flex in the floor was causing the excess vibrationThere is nothing in the unit we can replace to correct this issuethe unit must be placed on a more rigid foundation
Our manager did speak with the customer to inform them of this and after the conversation, the customer was advised that they can have a second opinion

[redacted], I apologize for your frustration. I show a claim in our system for a 55" [redacted] repair however address on the dispatch is that of the Dealer where we supposed the unit is. is this unit at the dealer or is it at your residence?
I do show our tech went to the Store twice to locate and...

repair. each time they stated that unit was not present.
 
current claim [redacted]

Initial Business Response /* (1000, 5, 2015/05/29) */
Contact Name and Title: [redacted]-VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@precisionsvc.com
Ms [redacted], my name is [redacted] and I am one of the owners here at Precision Television. I am terribly sorry to hear of your...

experience. After reviewing your case, I agree with you. I will have the charges for the second part zeroed out. I apologize this was not brought to my attention sooner and I will using your case as a teaching point so as to prevent this from happening in the future.
Again, I apologize for your frustration in this matter and will make corrections immediately.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response as the outstanding fees have been removed. This was all I was trying to accomplish. Thank you for your assistance and attention to this matter.

Initial Business Response /* (1000, 6, 2015/05/26) */
Contact Name and Title: [redacted]-VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@precisionsvc.com
Mr. [redacted], I apologize if our team did not inform you of a dismount fee on your initial communication. our policy is to ask all...

customers if the unit is mounted in order to instruct on additional fees if it is. I will review this case with our team and see where the breakdown occurred so as not to have this happen on future events. Thank you for your feed back.
in regard to your case, I will have the refund initiated and you should see it post to your account in 2 business days. I will be closing your repair case and returning all parts to the vendor.
should you need to contact me for any reason, please feel free to do so.
Thank you again and sorry for the confusion.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted]-VP, promised a refund of $135.00 in 2 business days...this promise was made May 26, 2015; as off today, Jun3, 2015, this refund has not been deposited back into my account. I will consider this matter closed when the $135.00, has been deposited to my account.
Thank you,
[redacted]

Initial Business Response /* (1000, 8, 2015/08/03) */
Contact Name and Title: [redacted]-VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@precisionsvc.com
Mr. [redacted], I can certainly understand your position. Our 39.99 offering is so customers can get an idea of the total cost of a...

repair so they can make a decision to repair or replace their TV without going thru a costly house call ($135). The 39.99 is to cover the cost of generating a COD estimate for the repair. Technicians review the case, offer the most likely repair needed and then agents research the part cost and provide the estimate. Should a customer proceed with the repair, we always apply the 39.99 toward that repair.
in your first case, you were under the Mitsubishi warranty program where Mitsubishi supplied the DLP chip at no cost and the customer is only responsible for the labor $200. in this case, being out of warranty, the cost now has to include the DLP chip as well as the labor. This is where your $400 estimate came from. We use only Manufacture provided DLP chips which typically cost $200. there are several outlets online to procure these chips cheaper, however these can be from part "harvesters" and have questionable reliability and warranty.
I do believe that in most cases, for a customer to get this information prior to making a substantial financial commitment will help most customers, however we just cannot afford to work for free. Your case has some unique factors and due to the fact that you had worked with us previously, and we would hope that we can retain your business in the future, I will issue a refund of the $39.99 I apologize for any frustration this has caused. Please feel free to contact me should you have any questions.
NOTE: your refund may take a couple days to post, it depends on the bank. if you do not see it, please let me know.
Initial Consumer Rebuttal /* (2000, 10, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Precision television refunded $39.99 to my bank account so I consider the complaint resolved to my satisfaction. Thanks for your assistance in this matter!

Initial Business Response /* (1000, 8, 2015/11/02) */
Contact Name and Title: [redacted]-VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@precisionsvc.com
Ms. [redacted], first I want to apologize for the experience you had. I looked in your claim and a refund was issued 11-2, this may take...

a couple days to post to your account depending on your banking processing times:
TRANSACTION ID: XXXXXXXXXX
PAYMENT METHOD: XXXX6240
AMOUNT: USD (39.99)
Our effort with this program is to try and give a snapshot of total cost including accurate part#s so a customer can get an idea if they want to repair VS replace. On your model, there are actually 4 different versions based on the serial # and in order to get the right part info, we needed to capture that. Again I apologize for the miscommunication our team was trying to provide the most accurate information and pricing on your specific case.
should you have any questions about the refund, please do not hesitate to contact me .
Initial Consumer Rebuttal /* (2000, 10, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand what you are saying, but as stated I was charged
For basically opening up a call.
I called for repair and was aware of how it was suppose to work. It didn't.
The tech never contacted me and I provided all details, after isolating the problem down to the faulty part.
For someone to look up a part without at least contacting the customer prior and/or without providing any discussion, troubleshooting or diagnostics assistance does not warrant a service to be charged for. On top of that I had to call and find that in the notes the part no longer was available and no repair was to be done. That does warrant a refund, not a credit for a future item not even purchased.
I was only offered a refund and an apology by the CEO after a review I posted on YELP.
To Date:
Because I work in the IT field, I have ordered the part and have repaired my TV.
Thank You

Complaint: [redacted]I am rejecting this response because:They have had since August 11, [redacted] 20 fix the problem, they completely forgot they had not completed the repair.  I would like to add that they appear not to be motivated at this time.  to tell us to turn our water off and we'll get back to you whenever id unacceptable.  I would like to add Pacific Sales sol us the warranty.  I contacted them and they have done nothing to repair my appliance.  I should not have to litigate this but I will if necessary.  Pacific Sales address is [redacted].
Sincerely,[redacted]

Initial Business Response /* (1000, 8, 2015/12/21) */
Contact Name and Title: [redacted] CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@precisionsvc.com
Hello,
This is [redacted] B., the CEO of Precision Television. I will be 100% honest that this case was a complete disaster. I...

have confirmed that we have given Mr. [redacted] a refund on this service. I have also attempted to contact Mr. [redacted] but we are playing phone tag with each other. I would like to formally apologize to him for the terrible customer service experience and he can be assured that we are taking some steps internally to make sure this does not occur in the future. I am sorry he had to take such drastic measures to get our attention. We are working hard to fix this breakdown in communication and disregard for our customers.
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/09/23) */
Contact Name and Title: [redacted]-VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@precisionsvc.com
Dear Ms. [redacted],
I am terribly sorry for the frustration in your case. I believe our team has been in contact with you to resolve...

this issue and we will follow thru with getting you a satisfactory resolution.
again I apologize for the inconvenience. I have addressed this matter personally with the tech responsible to avoid future issues.
I will have our team in touch with you for final resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes- Mr. [redacted] has been very helpful and is working with me to reach a resolution. Thank you.

In review of the case notes, our technician verified that the washer and dryer were operating upon departure. At this point we are unsure what would have caused these other issue.I have made our management team aware and they have been trying for several days to contact the customer to resolve the...

issue and have received no response.
we have an option to send a technician from [redacted] to assist with this matter. we just need to establish a communication to work out the details.

Initial Business Response /* (1000, 5, 2015/07/10) */
Contact Name and Title: [redacted] VP
Contact Email: [redacted]@precisionsvc.com
Ms. [redacted], I am terribly sorry for your experience. Our $39.99 service is designed to give a customer a snapshot of total cost on a repair so the customer can make...

an informed decision to repair or replace. When our agents take your failure info, it is forwarded to a tech for review and diagnosis. The tech reviews the information, and provides the most logical diagnosis based on model familiarity, common issues and personal experience. We do over 800 repairs a week and know many common issues some tv's have as well as a wealth of knowledge on their functionality that can keep our diagnosis accurate without having to see the TV.
In reviewing your case, I do not see a samsung dispatch attached which would usually be the case if samsung sent your information to us. It appears that you called Precision and provided the failure details to our agent. That being the case, we would not have any information about what samsung had diagnosed. The fact that both diagnoses were the same would merely solidifies it's accuracy. To fix your TV, the Main PCB needs to be replaced.
Our policy is to get the customer the information regarding the diagnostic and return that info and the cost of proposed repair to the customer within 24 business hrs. In that effort to get the info for you within that 24 hrs, we failed on your case and I will be reviewing this case with our agents to prevent further incidents. I will have your refund processed, it should post in 2 business days.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Precision TV lived up to their policy. My money was refunded and they handled this complaint fully to my satisfaction. I consider this matter settled and no longer have a grievance against this company.