Lancer TV & Video Company

Review: I had a SONY HDTV repaired by Lancer TV & Video CO. 4 times in the past 8 months(10-23-13 to 06-19-14) . Each time the repair did not fix the problem I was experiencing with the TV.

1st repair 10-23-13 ($494.95): I had to wait 2 months(10-23-13 to 12-17-13) for parts to come in while the TV was at Lancer TV & Video CO. The repair did not fix the restarting/freezing problem I was experiencing. Sony released a System Software Update on 12-19-13(latest software for the TV) and I installed the update shortly after this date. I contacted Lancer TV & Video CO. in early January 2014 and was told to wait a month to see if the problem keeps occurring. I also mentioned a buzzing noise coming from the TV occasionally and I was experiencing a lot of judder/blurring from content being displayed on the screen. Lancer TV & Video CO. sent technicians to my house to check the TV for error codes, buzzing problem and screen problems in February 2014. The errors that were found came out to be a software problem and couldn't be fixed with replacing parts on the TV. I tried to fix the problem I was experiencing by doing a power and factory reset on the TV in February 2014 and I rarely have the freezing/restarting problem anymore. I also didn't receive the "10% off any shop or home service repair" at the time the TV was returned and the bill was paid even though [redacted] told me I would be receiving it when I asked about it over the phone. This discount would of been $36.87 for the parts and labor $210+158.70=368.7. I was also told by [redacted] that the 10% discount could be used on future repairs.

2nd repair 4-18-14 ($314.30): After calling Lancer TV & Video CO. many times about the repair not fixing the restarting problem and being put on hold, hanged up on or not answering the phone by [redacted] at Lancer TV & Video CO. [redacted] agreed to replace the power board to try and fix the buzzing problem I was experiencing with the TV. After I tested the TV for a few weeks I found the repair did not fix the buzzing problem. The replacement power board wasn't swapped out and sent back for a refund. I received $50 off labor for this invoice since I did not receive the 10% discount from the last repair.

3rd repair 5-16-14 ($255.82): I had the T-CON board replaced to see if this would fix the judder/blurring I was experiencing with content being displayed on the TV. Lancer TV & Video CO. sent out technicians to 2 times for this repair, the first time the replacement T-CON was faulty and the 2nd with a working T-CON board. I didn't have to pay anything for the 1st visit from the technicians. After I tested the display for a few days I found the replacement T-CON board did not fix the problem and only made the picture sharper and nothing else. The replacement T-CON board wasn't swapped out and sent back for a refund. I never received the original T-CON board back. I did not notice any mention of the 10% discount on the invoice.

4th repair 6-19-14 ($166.32): Lancer TV & Video CO. was out of ideas on how to fix the judder/blurring I was experiencing with content being displayed on the TV. I requested that we try one last time and see if replacing the LED Driver board would fix the problem. I called on 5-22-14 to order the LED Driver board. I never received a call back so I called Lancer TV & Video CO. on 6-5-14 and was told [redacted] was on vacation and he would call me on Monday 6-9-14. I never received a call so I called back Monday 6-16-14 and spoke to [redacted] and he wasn't ready to schedule a repair appointment yet till the afternoon that day. I told [redacted] I would call back Tuesday morning 6-17-14 to schedule an appointment. I received a call from [redacted] Tuesday morning but missed it by a few seconds and called him right back and set an appointment for Thursday 6-19-14. The replacement LED Driver board didn't fix the problem. This time the replacement part was swapped out at the time of the appointment for a refund. The price for the part was more than what was shown on the website that it was purchased from. The invoice listed $79.95 and the website listed $67.19 for the part and 2 year warranty. I agreed to pay the return shipping for the LED Driver board which came to $7.92, which was my estimated cost to ship the part back to the parts store. I did not notice any mention of the 10% discount on the invoice. I received the original Power board on this date.

On 6-19-14 I called [redacted] and told him that the panel itself must be bad. A replacement panel can not be purchased and the cost of the panel and labor wouldn't wouldn't be worth it. I then asked for a refund of $1,231.39 for the 4 repairs done in exchange for the SONY TV and the original power board that wasn't returned. [redacted] declined this offer and told me to call SONY and hanged up.

[redacted] tried to sell me a another TV each time before agreeing to repair my TV for the 2nd to 4th times.Desired Settlement: I would like a complete refund of $1,231.39 for the 4 repairs done in exchange for the SONY TV and the original power board, which Lancer TV & Video CO can pick up at my home.

Business

Response:

We could not be aware of any new firmware release, as the

tv was delivered back to customer 2 days before the firmware was released. Part

of the reason for the length of time on first repair was that the tv never

acted up or exhibited none of the issues reported. Those three initial

complaints were; one the tv picture would intermittently freeze and shut off, and then restart itself, second the

Wi-Fi not work or would time out, third and lastly the picture was supposed to

be brighter in both of the bottom corners. The customer was told that problems

1 and 2 never happened in front of anybody in our service center and the Wi-Fi

always worked properly for us. As far as problem 3 which we never noticed

either, Sony Technical Department said "light leakage" from the LCD

Display could be the possible cause for the bright corners, and the only fix

would be to tighten the screws around the Display, or replace the Display. Sony

does not make the Display available and customer was made aware of this. So

replacing Display was not an option. As far as the customer complaint about

juttering, that came sometime later, we never saw this problem either.

As far as the customer supposed to be receiving a 10%

discount. He received a discount on 3 out of 4 repairs. Our regular major labor

rate is $210 plus $50 Trip charge for the home service. He was only charged the

full fees 1 time. To calculate out his discount, he received a larger discount

than he was ever entitled to. Again he agreed to the exact charges for each

repair. To be clear about each repair. The customer was clearly informed that

all of his complaints, (buzzing sound, wi-fi, bright corners, picture freezing

tv restarting, jittering picture/blurring), Lancer never saw not one of these

issues. We charged the customer for 4 separate repair requests. Knowing each

time we never saw an issue, making customer 100% aware of charges and informing

him that he was responsible regardless of repair outcome. Now a normal repair,

a customer is not charged for the parts that do not fix the problem. This was a

special case. Lancer is here to service our customers. If a customer is made

fully aware of any possible repair outcomes and the cost each time, we are here

to service the customer. If the costumer is willing to pay, they are the boss

so to speak. We did that each time. There were so many phone calls,

conversations, and time allotted to just this one customer. Multiple times the

customer was informed that he should probably stop trying to repair this

particular tv, and possibly consider a new tv. Every time he would say how much

he liked “this” tv, and he wasn't interested in anything else available on the

marker, since he had looked around at the new ti's.

For each individual complaint by the customer, Sony's

Technical Department was involved. Sony told us each and any part that could

possibly be associated with trying to correct each of the issues. The customer

wanted to try each and every possibly part/scenario, minus replacing the

Display since Sony does not make this part available.

For the T Con part not being returned to the customer. We

have the part, and he is more than welcome to have it. Not sure why we did not

give it to him if he requested to have it, since we gave him at least one other

part he requested to have.

There never was going to be a refund for any of the

service calls/repairs we performed. The customer was well informed of this,

each time. He was so focused on repairing this tv. We were never confidant that

any of these parts the customer wanted to try, were going to fix his complaints

and he knew this. That is why it was made clear he was responsible for the bill

each time. Time is money.

For trying to sell the customer a new tv. That is correct

we did mention to him that he should consider a new tv, but never pushed on

him. We knew nothing we could do, would correct the issues the customer was

complaining about. Heck we never saw the issues. Customer knew this. We could

not have been more honest and straight up with the customer.

One very big point I have to make is about the viewing

distance from the tv to the customer. As a rule of thumb, the normal viewing

distance for a tv, is roughly double the screen size. This customers tv is

46". The tv is in a very very small room. With our vast knowledge and 40

years of experience, this customer is sitting way too close to the tv. This was

mentioned to him on multiple occasions. The customer is sitting maybe 36",

if that, away from the tv screen. He should be 46" X 2 = 92" plus

away from the tv screen. So he should be normally sitting more than double the

distance he is.

There is a real possibility that most of customer

complaints are due to him sitting so extremely close to the tv. These digital

tv's are not perfect and some do have noticeable audio or video flaws when

viewed so closely. The manufacture will tell you in certain cases, that if you

cannot see or here the defect from such and such distance, there is nothing

wrong with your tv.

Consumer

Response:

It is refreshing to find a company that does what they say they are going to do. We contacted Lancer TV on 3/27/15 to repair a clients Sharp television set under warranty. They took the serial number and information and contacted the homeowner to set up an appointment. lancer TV ordered the required parts, kept the homeowner informed and as specific on the repair date through the telephone. The repair person, [redacted] was on time, professional and very knowledgeable. I am impressed with care they took to correct the issue. I would highly recommend Lancer TV for any TV repair. Thank s to the Lancer Team.