Industrial Electronic Repair

From: [redacted] [mailto: [redacted] ] Sent: Monday, March 09, 4:PMTo: [redacted] ***Subject: Website: Complaint ResponseBusiness Response to a ComplaintComplaint ID#: [redacted] Company Name: class="Apple-tab-span"> Industrial Electronic RepairCompany Contact: [redacted] Company Phone: ###-###-####Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] ***Response:Here is a list for the work that was done to Mr [redacted] 's boardElectrolytic Capacitors was Tested, De-soldered, and ReplacedAll components was checked with curve tracer and replaced if found badAll resistors was checked for correct tolerance and replaced if found badCircuit Traces was tested for continuity and/or repairedSurface Mount Work was done on unitParts Research was done on unitPulled and tested all linear and digital chips found a bad TLopto ordered and replacedRepaired traces under potentiometer that had feed-throughs missingCustomer may have to recalibrate board due to the potentiometers RMS, BAL, and CLM being pulled to repair tracesThe biggest issue Mr [redacted] 's board had was that there was a bad TLOpto that was failingMr [redacted] was also recommended that he needs to recalibrate the board because of the potentiometers that we needed to installI do not know at this point if Mr [redacted] has had the board recalibrated to his machine yet, as that could be where the problem is coming fromPlease let me know if there is anything else can do for you***Sent on: 3/9/4:11:PMSent by:

To Whom It May Concern, A refund was issued on 7/17/ The Fedex tracking number is: Please let us know if there is anything else we can do Thank you

We contacted John *** on 10/5/early morning We discussed that we would pay for return shipping when the unit is completed next week We will email can call him when the unit is completed and again when the freight company picks the unit up Let us know if you need anything else

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12217205, and find that this resolution is satisfactory to me Regards, John [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because:The repair was not completed correctly the first timeShipping both ways will cost over $for me and this charge should be incurred by the repair facilityIt was their error that necessitated the shipping so I am being wrongfully charged for this Regards, Joshua [redacted]

In my experience they display advertizing by displaying the major credit card logos on their website however they refused to allow me to pay for anything using any credit card (they wanted check only and when I told them I just wanted my part returned without repair they required that I pay return shipping and handling by certified check only) The provided a phone repair quote (they did not call it an estimate (After sending them my irreplaceable machine control board I received a new quote that was 43% higher) Very poor communications on their part of [redacted] who failed to return phone calls or e-mails, left the impression on one call that they did not know who I was or what part I sent to them and said she could not find my information

Complaint # [redacted] , Each repair that Mr [redacted] mentions will be broken down by our invoice number: " class="cuttext">href="http://board-repair.com/development/db1990/ier/Search/notes.php?Ticket=092...⇄ [redacted] Serial Number: [redacted] This was was returned un-repaired and a refund will be worked out$[redacted] Serial Number [redacted] : This unit was repaired and tested by us No refund will be given If Mr [redacted] is having issues with it, then as he has been told on the phone, he needs to return it to us Below is a copy of the work that was performed Replaced bad speaker and cleaned switches[redacted] Serial Number [redacted] : Same as above Unit was repaired and tested by us No refund will be given and same as above; Mr [redacted] needs to return it to us if he is having issues Below is a copy of the work that was done Cleaned unit,rebuilt switch assembly,straighten frame,tested unit[redacted] Serial Number [redacted] : No refund will be given on this $was quoted and charged for the work that was done to the speaker Mr [redacted] signed the quote that stated "Price is for fixing of housing and cleaning of potentiometers only." The case was fixed and the potentiometers were cleaned It was also powered and tested and found to be working At this point, Mr [redacted] is owed $for the return of one non-working station The reason for delay is because of the difference of opinions on the other three units Mr [redacted] sent in eleven units all together As soon as Mr [redacted] agrees to the $150, we will gladly write the check and send it his way Shipping/Handling is not refundable I hope that whoever is reading this has a terrific day Please feel free to ask any other questions [redacted] Shop Manager

Complaint # [redacted] , Each repair that Mr [redacted] mentions will be broken down by our invoice number: [redacted] Serial Number: [redacted] This was was returned un-repaired and a refund will be worked out$[redacted] Serial Number [redacted] : This unit was repaired and tested by us No refund will be given If Mr [redacted] is having issues with it, then as he has been told on the phone, he needs to return it to us Below is a copy of the work that was performed Replaced bad speaker and cleaned switches[redacted] Serial Number [redacted] : Same as above Unit was repaired and tested by us No refund will be given and same as above; Mr [redacted] needs to return it to us if he is having issues Below is a copy of the work that was done Cleaned unit,rebuilt switch assembly,straighten frame,tested unit[redacted] Serial Number [redacted] : No refund will be given on this $was quoted and charged for the work that was done to the speaker Mr [redacted] signed the quote that stated "Price is for fixing of housing and cleaning of potentiometers only." The case was fixed and the potentiometers were cleaned It was also powered and tested and found to be working At this point, Mr [redacted] is owed $for the return of one non-working station The reason for delay is because of the difference of opinions on the other three units Mr [redacted] sent in eleven units all together As soon as Mr [redacted] agrees to the $150, we will gladly write the check and send it his way Shipping/Handling is not refundable I hope that whoever is reading this has a terrific day Please feel free to ask any other questions [redacted] Shop Manager

To Whom It May Concern, If the unit is not functioning correctly, then it needs to be shipped back in for warranty repair A complaint of the issue that the unit is experiencing will also need to be sent with it We are not responsible for return shipping to or from our facility We have already asked the customer several times to send it back Waiting on him

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
From: *** ** ***
Sent: Sunday, November 01, 7:AMTo: Kelly Mace Subject: Re: A new message is waiting from the Revdex.com of Northwest North Carolina in regards to your complaint #***
Hello,Thank you for your help,I received my vavle back in worse condition then I sent it to them.They told me they could fix it for dolars,it had three vavles on it,two worked when I sent it to them,one didnt,now only one vavle works and they charged me dollarsTThey do not know what they are doingand are scamming the public,please report them to proper authorities so they can be stopped from scamming public of their money,Thank you!
*** ***

Mr. ***'s unit was shipped out on October 20, (10/20/15) via Fedex Ground. The tracking number is:*** Here is the Fedex tracking update via their website:*** It is
scheduled to be delivered on 10/23/by the end of day. Please let me know if their is anything else you need. Josh

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
In regards to setting the potentiometers on the circuitboard I did so before installing the circuitboard into my machine exactly as indicated by the circuitboard manufacturer (servo dynamics).I have called the business numerous times and left numerous messages over On one occasion I was able to reach *** an employee, at the time I was told to talk to *** but *** was not availableI left a message with *** to have *** please call me back as soon as possibleFive days had passed and I still have not heard from anyoneI have even emailed which I have had no response from anyone.I was told by both *** and *** that the circuitboard came with a one-year warrantyAt this time I would like to receive a refund and would not like to send the circuitboard back for any further repairsAfter doing some research through the Revdex.com and yelp I have found out that this is not a one time ocassion it appears that this company has this problem very oftenThe circuitboard was originally sent out for repair on February 5, As I'm writing this it is currently March 12, The circuitboard in question is for my CNC mill which I use to manufacture partsFor over a month I have not been able to produce any parts because this board has not been fixed as promisedA refund would allow me to either replace or have the board properly repaired so I can get my parts business up and running again
Regards,
*** ***

Hello, The customer eventually sent his unit back in for warranty repair. We will update him when the repair is finished. Thank you

-----Original Message-----
From: *** [mailto:***]
Sent: Friday, February 28, 11:AM
To: *** ***
Subject: complaint
My issue with industrial electronics repair in rural hall
nc has been
resolved thank you *** ***
*** ** *** **
*** ** ***

John, Not sure what the hold up was. Your refund check is shipping out today via Fedex. Your tracking number is: 672110085270 You should receive an email from Fedex(check your spam) detailing shipment. Let me know if there is anything else I can do for you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I concur with Industrial Electronic Repair that there were 11 units submitted to them.  After receiving their quote for the repairs on all 11 items, I elected to have $1,200 worth of repairs on FIVE of the items, which precluded repair on SIX of the items. I received a mostly repaired main unit back, noting that the light for the radio was repaired incorrectly, and the dials were not repaired as promised through oral agreement.  The main unit was received in the same shipment with the intercoms that were not in need of repair.  To say otherwise would mean that IERC was holding onto my Intercoms that were not contracted for repair, and those non-contracted items were not retuned with the main unit after the main unit's repair was complete.  
In other words, why would IERC have returned to me all the repaired items (minus the one that a $150 refund was offered), which were under contract to repaired, and then have held onto the remaining four items that were not under contract to be repaired?  Therefore, it must be that I was returned the non-contracted items in the first shipment, and after over a year of phone calls was recently returned the non-repaired contracted items, which total $525. 
Additionally, all of the items that I selected NOT to be repaired were the $25 repairs.  These were the functional intercoms that a $25 fee would be charged for cleaning if I so chose to have them cleaned, which I did not contract IERC to do.  I elected to have ALL of the non-working intercoms repaired.  I have received back FOUR NON-working intercoms, and therefore these must be the bigger ticket items.  
Thank you for your time.
Regards,
[redacted]

Mr.  [redacted]'s unit was shipped out on October 20, 2015 (10/20/15) via Fedex Ground.  The tracking number is:[redacted]  Here is the Fedex tracking update via their...

website:[redacted]  It is scheduled to be delivered on 10/23/15 by the end of day.  Please let me know if their is anything else you need.                                     �...⇄ Josh

To Whom It May Concern,   I apologize that this issue occurred.  A refund check in the amount of $175 will be mailed out on the 5th of July.  The $25 for return shipping is not refundable.  Please let me know if you have any other questions.

We contacted John [redacted] on 10/5/17 early morning.  We discussed that we would pay for return shipping when the unit is completed next week.  We will email can call him when the unit is completed and again when the freight company picks the unit up.  Let us know if you need...

anything else.

Hello,   The repair of the unit was finished on 8/24/17 and is currently boxed up waiting for Fedex Ground to pick it up.  The tracking number is: 672110085693   Once Fedex picks it up, the tracking number will appear and update on their website.  The unit was...

repaired and the unit passed the bench test.  There is no refund to be given.  Thank you.