Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ We went out on a service call to look at a vizio tv that was having a problem of line in the pictureUpon looking at the tv we found the LCD panel to be badWe gave the customer an estimate of $to repair her tvThis included the service call fee, parts, labor, pick up and delivery of the defective tv, and a loaner tv to use if she desiredShe approved the estimate so we took the tv to the shopAt that time she paid $We ordered the partThe part was on back order for several weeksWhen the part came in, in early September we installed it and tested the tvWe delivered the tv and collected the remaining balance of $Our warranty on our repair is days on the parts we install and days laborThe customer called shortly after returning the tv stating the tv was not coming onWe tried to set up another service call but the customer never responded to our repeated call attemptsNow a 1/months later the customer called to inform us that she is having a different problem than what we repairedI talked to the customer and she informed me of the netflix problem that she had after we delivered the repaired tv back to herI said I was sorry about that but we have to do multiple tests on a tv after it is repaired, one of which is internet connectivitySo we probably left the netflix account on her tvThe actual problem she was calling about though was if the tv is unplugged then plugged back in the tv takes to long to come on, up to minutesI told her we would set up a service call free of charge to evaluate the tvShe would not agree to that and said she would take me to small claims courtI told her when she wants her tv repaired call me to set up the service callShe then used foul language and hung up Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the business the moment I realized the issueThe issue is once the tv is unplugged and plugged back in the tv doesn't want to turn on this isnt something I would have noticed right awayI left Left multiple voicemailsI did advise the company that I would take them to small claims court and contact the Revdex.com because when I was finally able to speak with someone and I was explaining my displeasure with the whole customer service experience he very rudely told me that I talked to muchAt that time I was upset and cursed and HE hung up the phoneThe tv initially was sent to them for a new panel but the issue with unplugging and plugging back in wasn't an issue I had before I sent the tv for repair, I know this because at the time we only had one tv and moved it from my our bedroom to our living room and never had an issue with the tv not wanting to come on after it was unplugged and plugged back inI was never once offered a loaner tv through the whole process of my initial repair I went the weeks without a tv which is one of the reason I was so upset about getting the run around about when the repair would be completed and never once when I called to check the status was I offered a loanerI tired to resolve this with them but everytime I tried they were rudeAll I want is my tv to work correctly since I put so much money into the repair
Initial Business Response /* (1000, 5, 2015/08/06) */
All of what Ms [redacted] said in this complaint case description is true except,
1. We only take the TV off the wall if the customer approves the repair.
2. We give the customer an estimate based on our diagnose of the TV while still on the...
wall using the model # and serial # and a database of of symptoms and repairs that the tech has at his disposal.
3. When we give a customer an estimate over the phone it is totally a wild guess and we tell the customer that.
4. Our tech gave this customer an estimate range of $295 to $325, not $450
5. I tried to reason with this customer but she was irrational on the phone and I did not hang up. I simply said I was done discussing this matter and did not say anything more, then she hung up.
After I got a chance to talk to my tech I decided to send the customers $65 check back to her. She misunderstood our business practice's and our tech did not articulate the best he could. I called the cust and left a message to inform her of our decision.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want the issue resolved is the only reason I'm accepting his response. His version is completely inaccurate, he was extremely rude and he most definitely hung up on me. I was mid sentence when he hung up. And when I told him I would contact Revdex.com he told me to go right ahead. If indeed they return the service fee that I paid. I have no further complaints.
Initial Business Response /* (1000, 5, 2015/10/15) */
We went out on a service call to look at a vizio tv that was having a problem of line in the picture. Upon looking at the tv we found the LCD panel to be bad. We gave the customer an estimate of $655 to repair her tv. This included the service...
call fee, parts, labor, pick up and delivery of the defective tv, and a loaner tv to use if she desired. She approved the estimate so we took the tv to the shop. At that time she paid $315. We ordered the part. The part was on back order for several weeks. When the part came in, in early September we installed it and tested the tv. We delivered the tv and collected the remaining balance of $340. Our warranty on our repair is 90 days on the parts we install and 30 days labor. The customer called shortly after returning the tv stating the tv was not coming on. We tried to set up another service call but the customer never responded to our repeated call attempts. Now a 1 1/2 months later the customer called to inform us that she is having a different problem than what we repaired. I talked to the customer and she informed me of the netflix problem that she had after we delivered the repaired tv back to her. I said I was sorry about that but we have to do multiple tests on a tv after it is repaired, one of which is internet connectivity. So we probably left the netflix account on her tv. The actual problem she was calling about though was if the tv is unplugged then plugged back in the tv takes to long to come on, up to 20 minutes. I told her we would set up a service call free of charge to evaluate the tv. She would not agree to that and said she would take me to small claims court. I told her when she wants her tv repaired call me to set up the service call. She then used foul language and hung up.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the business the moment I realized the issue. The issue is once the tv is unplugged and plugged back in the tv doesn't want to turn on this isnt something I would have noticed right away. I left Left multiple voicemails. I did advise the company that I would take them to small claims court and contact the Revdex.com because when I was finally able to speak with someone and I was explaining my displeasure with the whole customer service experience he very rudely told me that I talked to much. At that time I was upset and cursed and HE hung up the phone. The tv initially was sent to them for a new panel but the issue with unplugging and plugging back in wasn't an issue I had before I sent the tv for repair, I know this because at the time we only had one tv and moved it from my our bedroom to our living room and never had an issue with the tv not wanting to come on after it was unplugged and plugged back in. I was never once offered a loaner tv through the whole process of my initial repair I went the 7 weeks without a tv which is one of the reason I was so upset about getting the run around about when the repair would be completed and never once when I called to check the status was I offered a loaner. I tired to resolve this with them but everytime I tried they were rude. All I want is my tv to work correctly since I put so much money into the repair.
Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ We went out on a service call to look at a vizio tv that was having a problem of line in the pictureUpon looking at the tv we found the LCD panel to be badWe gave the customer an estimate of $to repair her tvThis included the service call fee, parts, labor, pick up and delivery of the defective tv, and a loaner tv to use if she desiredShe approved the estimate so we took the tv to the shopAt that time she paid $We ordered the partThe part was on back order for several weeksWhen the part came in, in early September we installed it and tested the tvWe delivered the tv and collected the remaining balance of $Our warranty on our repair is days on the parts we install and days laborThe customer called shortly after returning the tv stating the tv was not coming onWe tried to set up another service call but the customer never responded to our repeated call attemptsNow a 1/months later the customer called to inform us that she is having a different problem than what we repairedI talked to the customer and she informed me of the netflix problem that she had after we delivered the repaired tv back to herI said I was sorry about that but we have to do multiple tests on a tv after it is repaired, one of which is internet connectivitySo we probably left the netflix account on her tvThe actual problem she was calling about though was if the tv is unplugged then plugged back in the tv takes to long to come on, up to minutesI told her we would set up a service call free of charge to evaluate the tvShe would not agree to that and said she would take me to small claims courtI told her when she wants her tv repaired call me to set up the service callShe then used foul language and hung up Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the business the moment I realized the issueThe issue is once the tv is unplugged and plugged back in the tv doesn't want to turn on this isnt something I would have noticed right awayI left Left multiple voicemailsI did advise the company that I would take them to small claims court and contact the Revdex.com because when I was finally able to speak with someone and I was explaining my displeasure with the whole customer service experience he very rudely told me that I talked to muchAt that time I was upset and cursed and HE hung up the phoneThe tv initially was sent to them for a new panel but the issue with unplugging and plugging back in wasn't an issue I had before I sent the tv for repair, I know this because at the time we only had one tv and moved it from my our bedroom to our living room and never had an issue with the tv not wanting to come on after it was unplugged and plugged back inI was never once offered a loaner tv through the whole process of my initial repair I went the weeks without a tv which is one of the reason I was so upset about getting the run around about when the repair would be completed and never once when I called to check the status was I offered a loanerI tired to resolve this with them but everytime I tried they were rudeAll I want is my tv to work correctly since I put so much money into the repair
Initial Business Response /* (1000, 5, 2015/08/06) */
All of what Ms [redacted] said in this complaint case description is true except,
1. We only take the TV off the wall if the customer approves the repair.
2. We give the customer an estimate based on our diagnose of the TV while still on the...
wall using the model # and serial # and a database of of symptoms and repairs that the tech has at his disposal.
3. When we give a customer an estimate over the phone it is totally a wild guess and we tell the customer that.
4. Our tech gave this customer an estimate range of $295 to $325, not $450
5. I tried to reason with this customer but she was irrational on the phone and I did not hang up. I simply said I was done discussing this matter and did not say anything more, then she hung up.
After I got a chance to talk to my tech I decided to send the customers $65 check back to her. She misunderstood our business practice's and our tech did not articulate the best he could. I called the cust and left a message to inform her of our decision.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want the issue resolved is the only reason I'm accepting his response. His version is completely inaccurate, he was extremely rude and he most definitely hung up on me. I was mid sentence when he hung up. And when I told him I would contact Revdex.com he told me to go right ahead. If indeed they return the service fee that I paid. I have no further complaints.
Initial Business Response /* (1000, 5, 2015/10/15) */
We went out on a service call to look at a vizio tv that was having a problem of line in the picture. Upon looking at the tv we found the LCD panel to be bad. We gave the customer an estimate of $655 to repair her tv. This included the service...
call fee, parts, labor, pick up and delivery of the defective tv, and a loaner tv to use if she desired. She approved the estimate so we took the tv to the shop. At that time she paid $315. We ordered the part. The part was on back order for several weeks. When the part came in, in early September we installed it and tested the tv. We delivered the tv and collected the remaining balance of $340. Our warranty on our repair is 90 days on the parts we install and 30 days labor. The customer called shortly after returning the tv stating the tv was not coming on. We tried to set up another service call but the customer never responded to our repeated call attempts. Now a 1 1/2 months later the customer called to inform us that she is having a different problem than what we repaired. I talked to the customer and she informed me of the netflix problem that she had after we delivered the repaired tv back to her. I said I was sorry about that but we have to do multiple tests on a tv after it is repaired, one of which is internet connectivity. So we probably left the netflix account on her tv. The actual problem she was calling about though was if the tv is unplugged then plugged back in the tv takes to long to come on, up to 20 minutes. I told her we would set up a service call free of charge to evaluate the tv. She would not agree to that and said she would take me to small claims court. I told her when she wants her tv repaired call me to set up the service call. She then used foul language and hung up.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the business the moment I realized the issue. The issue is once the tv is unplugged and plugged back in the tv doesn't want to turn on this isnt something I would have noticed right away. I left Left multiple voicemails. I did advise the company that I would take them to small claims court and contact the Revdex.com because when I was finally able to speak with someone and I was explaining my displeasure with the whole customer service experience he very rudely told me that I talked to much. At that time I was upset and cursed and HE hung up the phone. The tv initially was sent to them for a new panel but the issue with unplugging and plugging back in wasn't an issue I had before I sent the tv for repair, I know this because at the time we only had one tv and moved it from my our bedroom to our living room and never had an issue with the tv not wanting to come on after it was unplugged and plugged back in. I was never once offered a loaner tv through the whole process of my initial repair I went the 7 weeks without a tv which is one of the reason I was so upset about getting the run around about when the repair would be completed and never once when I called to check the status was I offered a loaner. I tired to resolve this with them but everytime I tried they were rude. All I want is my tv to work correctly since I put so much money into the repair.