From: Steve S*** Sent: Thursday, May 18, 2:PM To: info Subject: case id *** *** *** was never a customer of Indy TV Repair. However, *** *** was The customer’s TV was diagnosed as having a bad set of backlights,
customer approved the repair, we ordered parts and completed the repair within approximately business daysDuring the reassembling of the TV the technician made a mistake and forgot to place the speakers in the bottom of the TV before closing itWithin approximately hours of the TV being picked up Indy TV Repair quickly realized the mistake and we reached out to the customer stating to them that we made a mistake and forgot to reinstall the speakers before closing the TV*** immediately became angry and began stating what a terrible job we had done and wanted to know how she would be compensatedWe informed her that we are sorry for the inconvenience and asked her if they could bring the TV back and we would install the speakers while they waited and it would only take minutesThey refused stating they already had plansI told them I could immediately send our technician to their house and be there within the hour to remedy the problem and again they declined stating they had plans*** said repeatedly, “how do you plan to compensate us for this poor service.” I told her that we warranty all of our repairs for days and stand behind our workWe made a mistake and are happy to fix it, just let me know when you are available to bring the TV back or have our technician come to youShe could not give me an answerShe continued to asked how she would be compensated but would not tell me when she was available for us to fix the problem We have never given customers monetary compensation when we have made a mistake as we don’t find that to be necessaryWe simply fix our mistake as quickly as possibleIn this situation the customer was unwilling to arrange to be available for us to fix the problemAs the conversation continued it seemed that *** saw this as an opportunity to attempt to get a refund or discount for our mistake and seemed to think that the repair should now be free because a mistake had been madeWe eventually offered *** a $refund for the trouble of having to bring the TV back into us and were told he would be here on Thursday 4/6/with the TV and we would fix our mistake and reinstall the speakers*** came in on 4/11/without the TV and demanded a full refund which we never discussed or agreed tooOn 4/13/we spoke to *** again and he stated he would be by to pick up his $and his speakersAs of 5/18/no one has come back We made multiple attempts to remedy the problem with *** and ***. However, neither of them wanted to accept that we made a mistake or give us the opportunity to fix itTheir main goal seemed to be how much of a refund or discount could they get if they complained enough Our main focus was how quickly could we get their TV working the way it was designed to work because no sort of monetary compensation is going to make the TV work and we assumed that was important to them based on the fact they brought it in for repair The total cost of the repair was $244.43, we will not be providing any refund at this time since our $refund has already been declinedSteve S*** Zionsville Rd.|Indianapolis, IN 317.228.6255, ext| fax
[redacted] purchased a new replacement lamp for his Mitsubishi DLP TV on March 17, 2016 for $75.00 plus tax. Our only prior working knowledge of this customer and his situation was that he needed to replace a bad lamp. Mathew chose to self-diagnose his own TV and proceed with replacing parts as...
many customers do these days. In this particular instance our expertise in repairing TV’s tells us that there is always a reason behind every repair or replacement of parts. Why did the lamp fail? There are two answers. Lamps are rated to run for “x” number of hours so it could have failed due to its age. The time frame is typically 2+ years. The lamp would not fail in 6 days. The lamp simply running out of life expectancy is the common or typical reason it will fail. However, the other reason a lamp fails is that another part inside the TV is causing the lamp to overheat and blow the lamp. This is typically caused by a faulty lamp ballast or fan, sometimes both. New replacement lamps don’t simply fail within days of installing them due to their quality. Also the fact that it did work for 6 days tells us that the lamp did not have a defect. I let Mathew know that we do service TV’s and that we would be happy to come out and look at it but he was not interested. When a customer chooses to replace parts on their own they assume all risks in doing so. We cannot be responsible for parts that we do not install. Sincerely, Steve [redacted] Indy TV Repair
From: Steve S*** Sent: Thursday, May 18, 2:PM To: info Subject: case id *** *** *** was never a customer of Indy TV Repair. However, *** *** was The customer’s TV was diagnosed as having a bad set of backlights,
customer approved the repair, we ordered parts and completed the repair within approximately business daysDuring the reassembling of the TV the technician made a mistake and forgot to place the speakers in the bottom of the TV before closing itWithin approximately hours of the TV being picked up Indy TV Repair quickly realized the mistake and we reached out to the customer stating to them that we made a mistake and forgot to reinstall the speakers before closing the TV*** immediately became angry and began stating what a terrible job we had done and wanted to know how she would be compensatedWe informed her that we are sorry for the inconvenience and asked her if they could bring the TV back and we would install the speakers while they waited and it would only take minutesThey refused stating they already had plansI told them I could immediately send our technician to their house and be there within the hour to remedy the problem and again they declined stating they had plans*** said repeatedly, “how do you plan to compensate us for this poor service.” I told her that we warranty all of our repairs for days and stand behind our workWe made a mistake and are happy to fix it, just let me know when you are available to bring the TV back or have our technician come to youShe could not give me an answerShe continued to asked how she would be compensated but would not tell me when she was available for us to fix the problem We have never given customers monetary compensation when we have made a mistake as we don’t find that to be necessaryWe simply fix our mistake as quickly as possibleIn this situation the customer was unwilling to arrange to be available for us to fix the problemAs the conversation continued it seemed that *** saw this as an opportunity to attempt to get a refund or discount for our mistake and seemed to think that the repair should now be free because a mistake had been madeWe eventually offered *** a $refund for the trouble of having to bring the TV back into us and were told he would be here on Thursday 4/6/with the TV and we would fix our mistake and reinstall the speakers*** came in on 4/11/without the TV and demanded a full refund which we never discussed or agreed tooOn 4/13/we spoke to *** again and he stated he would be by to pick up his $and his speakersAs of 5/18/no one has come back We made multiple attempts to remedy the problem with *** and ***. However, neither of them wanted to accept that we made a mistake or give us the opportunity to fix itTheir main goal seemed to be how much of a refund or discount could they get if they complained enough Our main focus was how quickly could we get their TV working the way it was designed to work because no sort of monetary compensation is going to make the TV work and we assumed that was important to them based on the fact they brought it in for repair The total cost of the repair was $244.43, we will not be providing any refund at this time since our $refund has already been declinedSteve S*** Zionsville Rd.|Indianapolis, IN 317.228.6255, ext| fax
[redacted] purchased a new replacement lamp for his Mitsubishi DLP TV on March 17, 2016 for $75.00 plus tax. Our only prior working knowledge of this customer and his situation was that he needed to replace a bad lamp. Mathew chose to self-diagnose his own TV and proceed with replacing parts as...
many customers do these days. In this particular instance our expertise in repairing TV’s tells us that there is always a reason behind every repair or replacement of parts. Why did the lamp fail? There are two answers. Lamps are rated to run for “x” number of hours so it could have failed due to its age. The time frame is typically 2+ years. The lamp would not fail in 6 days. The lamp simply running out of life expectancy is the common or typical reason it will fail. However, the other reason a lamp fails is that another part inside the TV is causing the lamp to overheat and blow the lamp. This is typically caused by a faulty lamp ballast or fan, sometimes both. New replacement lamps don’t simply fail within days of installing them due to their quality. Also the fact that it did work for 6 days tells us that the lamp did not have a defect. I let Mathew know that we do service TV’s and that we would be happy to come out and look at it but he was not interested. When a customer chooses to replace parts on their own they assume all risks in doing so. We cannot be responsible for parts that we do not install. Sincerely, Steve [redacted] Indy TV Repair