I H S Technologies, Inc.

We are sorry for your bad service experience, from my investigation I conducted it appears you cancelled the service call multiple times because of time constraintsWe make every effort to accommodate every customer but because our service territory sometimes that is not always possible you see we cover a footprint of about miles and as much as we would love to give times to every customer it is virtually an impossible undertakingCall times can vary from a min service call to a hour one making accurate predictions unattainable, this is the reason we do not give a specific timeWe do however call in the night before and narrow the time slot to a 3-hour window and we make every effort to meet thatAs far as the weekend goes you were told the techs in your area do not work on Saturdays, you were not clear as to who was rude to you, was it the tech, was it the call center agent, we need further information to be able to address the issue, I understand the tech was there last and did not see anything wrong with your unit but as a precaution ordered and replaced the main boardPlease contact my email direct if you have any additional concerns Best Regards, George P***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
the statement that Saturday service is unavailable is not a correct statement It was confirmed by Samsung that there is Saturday repairs and night repairs, depending on the schedule Furthermore, the tech who arrived was extremely unprofessional The tech, after raining all day, did not wear the proper footwear and decided to not wear foot protection and only his red Converse sneakers Due to this unprofessional decision, mud/dirt was tracked throughout the house and onto my white area rug The tech also did not have a flashlight and I had to provide one The tech was only there approximately minutes and was texting the entire time, along with talking about that he was a full time professional wrestler and part time tech.Since it is an intermittent problem, the leak did not occur within the minutes Due to this, the tech left since they have a min cap on each repair call This minute rule was also confirmed by a secretary Due to the unprofessional tech, I requested a full time tech The company has refused even though there is a one year manufacturers warranty This company does not adhere to manufacture warranty and to the needs of the consumer
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Sincerely,
*** ** ***

We are sorry to hear about your service experience, have interviewed the tech and the service manager, when the tech was at your home he had advised you to replace the belt but you did not want him to do it because of the cost factorWe did give you a discount when we returned after the warranty
period which both sides agreed on

We are sorry this customer is not satisfied with our service, since this unit has a in home plumbing issue, we are not going to be able to help him we only service the actual appliance and nothing out side of thatplease reach out to a plumber to resolve the issue you are havingand if you are still not satisfied with the results please reach out to Samsung for another service center that might be able to service your needs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Where is the scratch? Crack, or damage in the first picture (with the tv off) This is heat related, and there are numerous documented incidents around the world of this failureThere has been no research, no investigationTech took pictures and left
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Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The tech did not install the control panel correctlyThe far right control knob post is not straight thus the knob is rubbing against the side of the control panelI brought that to his attention before he left but he did not appear to be interested in fixing the issueLater that day we tried using the stove and found the far right knob is not properly aligned and would not pop out after attempting to set a tempWhen the tech returned he scratched the replacement part with his toolsHe also told me that the only resolution would be to order yet another partI am frustrated that it has so far taken four parts and five visits and your service center has yet to resolve the issue and in the process damaged the partI am contacting *** *** and *** to lodge a complaint regarding this serviceThe repair tech you sent out the first three attempts was much better than the second tech who had a know it all attitude and was very sloppy in the handling of parts and toolsI wish you could send the first tech back outHe was courteous and was extremely careful and respectfulI got the impression from the second tech that he knew the other tech and that they both live in the area so I don't know why you continue to suggest there are not other techs availableThis is a disaster
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Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
First of all, I want to correct and clarify MrP***'s response.1.) We never cancelled any of our appointments rather, your service area cancelled multiple times and on the first appointment the tech never called to cancel and never showed up2.) The tech was not rude, and was actually very politeOne of your call center people was extremely rude when calling to cancel our 3rd scheduled appointmentI'm sure you must keep records of who is making calls and to whom.3.) The tech did fix the problem-twice in factFirst time he came out he fixed a leak problemUnfortunately, when we tried to use the unit the first time that same night the problem reoccurred which caused us to have to schedule another appointmentThe tech returned, fixed the same problem again and at that time stated he needed to replace the board because he believed there was something wrong with itThe unit is now working properly.When responding to a customer's complaint, it might be appropriate to get your story straight and not promulgate inaccuracies to point the finger at the customer when your service area is incompetent and rude
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

First of all we were not the deciding factor on this case, our technicians went to the home and provided pictures to Samsung Panel evaluation team, and they were the ones who made the determination this unit was physically damaged, If you disagree with this decision you need to contact Samsung as we...

are only the service center for them we do not have a say in any final decision. we would be more than happy to replace your panel if it is authorized by the manufacturer.   please see attached supporting photos and also the decision Samsung made as they updated your service ticket."• Panel authorization request Rejected. Extensive research has been done on this type of cracked screen. There is a point of impact which can only be caused by an external force hitting the front of the TV. This is considered physical damage and is not covered" thank you, [redacted]

We as a company pry ourselves in getting out to the customers’
homes quickly with proper parts on hand to be able to repair the product
without having to revisit and inconvenience the customer, we achieve an 85%
success by triaging the repair ahead of time and having the tech prepared by
sending...

him with the part that he will need to complete the repair first time
out.Unfortunately, we discover that due to thanksgiving holiday
the parts that were ordered for this repair were delayed, we contacted the
customer ahead of time as not to have him wait for service the day of.This customer is very unprofessional and rude and makes
demands that we come out on a Saturday to service his unit, he was told
multiple times we don’t have a service tech available on Saturday.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

So no response in regards to your employee's behavior at my residence?  There is no care for me as a consumer under warranty and protected by consumer rights, but instead rather protecting an employee who clearly was more concerned about his extracurricular activities.  I am rejecting this response because you failed to respond to my concerns in the past response.  Please respond to my concerns, I believe there were 5 or 6 concerns. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
Williston TV and Radio did contact me and came back out for another service to the TV on 12/**/16. The technician replaced the speakers. The previous visit, he determined that the left speaker did not have any sound. This has resolved the issue of intermittent sound. I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Please accept my sincere apology on behalf of our company. I am very sorry to learn that your experience with our Customer Service Representatives was less than adequate. I regret that we provided you with poor customer experience—it is the exact opposite of what we pride ourselves on. We value our...

customers and understand how important it is to offer exceptional service.Part of the problem has been the weather, the other part is we have a shuttle that leaves long island ever night to deliver parts to the techs in Connecticut, in one instance we were not able to deliver the parts to the tech on a scheduled date this was the reason we had to cancel dew to parts not been able to be delivered. I understand that our staff tried to move you up to a Saturday but they were not to coordinate the time with you, the weather has caused havoc to our routing capabilities in the last 3 weeks. But I understand today the tech came out and was able to repair your unit. We hope your unit will be in good working condition and if you should need any further service you can always reach out to me where I would expedite the service order. Thank you for using our company for service.Sincerely,George P[redacted]President |W[redacted] TV & Appliance[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This complaint was Not settled to my satisfaction and the appliance is still not fixed . W[redacted] told me they do not make appointments for weekends. My husband had to take time off from work again to meet the repairman. The appliance broke down again and I had to work out another appointment and arrange for someone to be there. The repair person came again, gave it a temporary fix and said he had to come out again to replace something else. It has been well over a month now and it is still not fixed. This will be the 3rd visit, which by the way, your service dept has not confirmed so I don't even know for sure if they are coming or not. Furthermore, if one of my employees had been as rude as your employee who told me to call Samsung to deal with it, I would have fired them on the spot. That rudeness is unacceptable for a company that prides itself on " offer exceptional service". I have filed another complaint and now wish to have the appliance replaced under warranty at no cost to me for the appliance or installation. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We do apologize for your bad experience however, [redacted] called and requested a service man get dispatched for in home diagnosis of his TV set, we explained to the person on the phone ([redacted] and he approved the charges prior to setting up a service call. because it is an expensive...

repair it has no bearing on the service call charge. The tech did his job and got you the estimate. Furthermore we don’t give estimates based on the value of the set we base it on parts cost and labor involved to complete the repair, Generally panel replacement is not a cost effective repair. My understanding is that the tech spoke to [redacted] since  [redacted] was not home at the time.

Please accept my sincere apology on behalf of our company. I am very sorry to learn that your experience with our company was less than adequate. I regret that we provided you with poor customer experience—it is the exact opposite of what we pride ourselves on. We value our customers and understand...

how important it is to offer exceptional service.Our Records indicate the unit in question was successfully serviced on Sep [redacted]. We carry most common parts with us in the van but in this case the part needed to fix this problem exceeded over $800 and this is a special order only part , has to be verified by a technician before it can be ordered by our parts division. This is the reason of multiple trips to the home.

I do apologize for the multiple attempts at trying to repair your product,but try to understand from our perspective, we are getting paid once to come out to you fix your unit, we have no intention of returning if at all possible multiple times, looked into your  work history and it is true we...

did receive wrong version parts twice from the factory and made multiple attempted at resolving your cosmetic issue, however we did get the correct parts and returned and installed them to get your unit completed, after the tech left your home you called back the tech stating the knob is not the right tension, and the tech returned the following day and adjusted it to your liking, and then you told him it is not aligned properly its slightly leaning to one side, he did tell you he will have to take apart the unit to get it right the way you wanted it, but apparently you were not happy with his attitude and asked him to leave your home.We do not have multiple techs in your area to be able to send out different techs, we suggest calling back and getting another service center to align the control knob to your liking.