Mendtronix Inc

I have reviewed the response made by Mendtronix in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have received their settlement and consider this complaint resolved.I have used Mendtronix services several times over the years and have always had a good experience. My experience in this particular case was definitely not the norm and seemed very much like my case was just "getting lost" somewhere. [redacted] reached out to me directly several times since I filed my complaint and the president addressed both my situation and the process that caused it to end up there. I feel pretty confident that they'll make the necessary changes to prevent my experience from repeating with other customers, and should the need arise, I will use their services again.
Regards,
[redacted]

Dear Revdex.com and Mr. [redacted],As the President and CEO of Mendtronix Inc., I do fully acknowledge and apologize that our company did let Mr. [redacted] down and did not timely and thoroughly respond with proper communications and the promised $89 refund.  I personally became aware of his complaint via a...

separate communication this past Thursday evening 2/11/16 and immediately sent an email to the Account Manager for an explanation first thing Friday morning 2/12/16.  After a brief discussion and understanding of the situation, it was clear a check should be generated immediately which it was and subsequently mailed the same day (yesterday) 2/12/16 via the USPS.We will use the situation as an example to continuously improve our business which is a guideline and daily culture of our ISO 9001 certification in all three of our sites.  I require 1,000% integrity at all times but clearly we let Mr. [redacted] down as his refund is a standard process when circumstances like his occur.  I have and will again speak directly with the Account Manager about the lack of timely communications.  I will also use this valuable example with our V.P. Repair Operations to ensure greater review and scrutiny of repair jobs in our numerous statuses that should have identified Mr. [redacted]'s open case and the fact that it had not moved to a final resolution.My personal cell phone is [redacted] and always on.  Mr. [redacted] is welcomed to use it anytime and I look forward to hearing from him.  My email is [redacted] and again Mr. [redacted] should feel free to contact me directly anytime.85% of our customer base are commercial entities which many have their own customers to keep satisfied which may be the case with Mr. [redacted]'s AV business which I am very conscience of the importance of the performance of our services including timely and thorough communications.  If Mr. [redacted] would like another Account Manager who is more responsive, I can arrange that for all future transactions. I sincerely hope Mr. [redacted] will continue to do business with Mendtronix and hope he will contact me directly if he wishes to do so.Sincerely,[redacted]
[redacted]  [redacted]
[redacted] 
[redacted]  [redacted]
[redacted]  [redacted]

I would not work with this company. I have a used computer company and constantly get quotes for a "flat" repair rate, only for the repair company to later tell me they don't have parts or can't fix it. I guess they don't get the meaning of "Flat" repair.

In this case, I sent an infocus projector to a repair. There was a $65 fee to evaluate it that would be credited against the repair. I had previously spoken to the manufacturer, and they said it appeared to be the main board. I told this to Mendtronix and asked for an estimate first. They said they could not do it, but it would be reasonable if that was the issue.

I sent the project in with packing and shipping at my expense, and they "evaluated" it, only to quote me about $1,000. This to repair a projector that was worth about $400 at that time. Knowing what I told them was wrong, they could have given me an estimate, at which time I would not have sent it in. Instead, the collected the eval fee, and if there was a look cable which they could have attached, I probably would have received a $200 repair fee. I did my own troubleshooting to know that was not the case, and frankly think they could have given me better feedback to avoid sending in something NOT worth repairing.

And they make you pay to get your projector back or pay them a disposal fee, if you don't want it back. Then they pull all the good parts from it on top of the charge.

Basically if you projector is out of warranty, you can buy a newer better one for less that a repair will cost you, without the headaches. Skip these guys, throw it out, and buy something that probably looks better than your old one for 1/2 the price

Review: I submitted a request to repair my InFocus IN10 projector. I was having an issue with premature shutoff, as well as an adjustable foot that was not functioning properly. My case had two primary problems with my projector. Due to this I needed to append the submitted case to further describe the secondary problem. Within a minute I added a note to the case with the following message: I would also like the adjustable foot replaced/repaired. I pre-authorized repair of projector if the total was less than $296. Mendtronix fixed the first problem with my projector, billed me $215.50, and returned the projector to me. They did not repair the adjustable foot. I was later to discover that they could get proper parts to repair the foot. They considered the projector repair contract fulfilled and billed me $215.50. If they couldn't repair the foot, they should have notified me as they could not complete what I had pre-authorized up to $296. I would have told them to just return the projector charge me the $65 diagnostic fee plus $29 return shipping. I repeat, they did not notify me of the inability to completely repair my projector.They also failed to return the adjustable foot from my projector that I sent to them. This foot itself was not broke. The mechanism inside was.Desired Settlement: I would settle a refund of $121.50 (the difference of what they billed me and the total of the diagnostic fee + shipping) IF Mendtronix returns my adjustable foot to me.If Mendtronix does not return my adjustable foot I would settle for a full refund of $212.50

Business

Response:

Mendtronix has located a working foot for this customer's projector and is offering to install the foot inside the unit (must be done by a trained technician) at no charge and will also pay for the return shipping back to the customer per the note below from this customer's account manager. The customer's foot was broken inside the projector unit when it was received and had caused other internal damage to the unit which Mendtronix fixed and returned the unit without a new foot due to lack of supply of this older projector. So the end result will be the customer has a repaired unit with the foot replace at no cost. We regret this did not work smoothly to the customer's satisfaction during the first attempt and hope this solution will result in a satisfactory end result.

Good day [redacted]

I’m writing in regards to your IN10 and the broken foot. As

stated in my previous emails, we don’t have the broken foot pieces anymore. We

are acquiring a foot from InFocus that should arrive in about 5 business days.

You are welcome to send your projector in to our facility in PA. We will

install this foot and ship it back to you at no cost. I have gone online

and registered a new case for you. You should have that email with shipping

instructions.

Please let me know if you have any questions or don’t see

our case email.

Thank you

Review: I have been waiting for over 3 months to receive a refund agreed to by [redacted] for work done at the Woodstock, GA location. [redacted] has not responded to an email in over 2 months (4 messages), but she still answers the phone. Each time I ask about the status of the refund, there's some excuse. I have the full email string where we negotiated the refund amount.

I don't expect them to address this complaint, but I want to warn others that service is good until you want your money back. It's just bad business practices, bad customer service, and fraudulent behavior to agree to a refund and then not deliver it.Desired Settlement: REFUND of promised funds and Apology/Acknowledgement that they failed to deliver the refund as promised, in a timely manner, on at least two separate occasions.

Business

Response:

Dear Revdex.com and Mr. [redacted],

My JVC projector fell and broke. Mendtronix is JVC's repair center and they did a great job. Projector was returned to me in an extremely well packaged box. I could not be happier!

If I had anything negative to say, it's that they could do a better job at communicating the status of the repairs. I couldn't get an update until I was notified the projector was on its way back. Not a deal breaker. I'd use them again.

Review: At the end of December (12/28/12) I had problems with my projector a JVC DLA-RS1X. I sent it in for repair on January 10, 2013. Mendtronix, at the time known as Projector Doctor received my projector. After approximately a week and a half a technician called me and said that the issue I was seeing could be remedied by installing a new lamp. He also mentioned there were problems with the optical sensor, which could cause colors to appear off, but he said if I hadn't noticed it now it's a none issue. I told him to send the projector back to me, and I would install a new lamp myself. About 2 weeks later I received my projector back in the mail with the lens apparatus completely broken. The repair service had not packaged my projector correctly and as a result the unit was unusable. For over a week I tried to get in contact with [redacted] who was handling my case, eventually she got back to me, apologized for what happened and told me to send the unit in again. I paid again to ship it back, and after 2 months I heard nothing back. Again I tried to contact [redacted] directly, and after a few days she got back to me, and informed me that I was being billed over $3,000 to fix the projector plus the cost of shipping! All I wanted was the to repair the damage they did and sen the unit back it's been over 3 months and this issue still isn't resolved.Desired Settlement: I want my projector FULLY repaired and returned to me. This is outrageous. I have copies of all e-mail correspondence as well as pictures and video of the damage. I want it returned to me in FULL working condition by the end of this month!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The only thing I am asking is to have the lens shift motor repaired, and the projector returned to me, with no fees for either. I'm already perturbed by the fact the unit was damaged in the return shipping because of an oversight when it was packaged, and I'm livid at the extremely slow response on Mendtronix's behalf. The way this entire situation was/is being handled is appalling.

Regards,

Business

Response:

Dear Revdex.com and customer.

We sincerely regret this situation. It appears harsh shipment handling was the driver of this unusual damage. Carrier damage insurance was not purchased by the customer when the unit was returned.

In a good faith effort, we will make an attempt at a lower cost solution that could return the unit to full functionality but there is no guarantee as the individual part sought is not sold separately. We will advise the customer directly of the progress of this attempt. It depends on what is available across our three locations and may involve shipping a part to accommodate the attempted repair so we ask for some time to complete the attempt.

Thank you for your patience.

Review: Mendtronix INC is a very unprofessional organisation. There is no one who would take ownership of a problem and fix it. I had sent them a 1080 p projector to be fixed. They said they would charge a fixed amount for diagnostics and that amount would be adjusted in the total repair cost if I were to get projector reparied through them. I agreed and dropped my projector personally at thier Atlanta location. After drop off I had called their California location and informed them of the same. They had promised me that it wouldn't take more than a week for diagnostics and estimate. Instead, no one contacted me for 10 days. Eventually I contacted them to know my request was not even in their system as they did not have my address ??? Strange, no one called me and sat over it for days and waited for me to call them? They had my phone # and e mail address. Anyways it took them another two weeks to diagnose the problem and they presented a quote of over 500 $. I immediately agreed as I had family over with me from abroad. I wanted projector fixed and back ASAP. Once again I reminded them to be fast. They agreed. Two weeks passed and in third week I was told that part that was ordered and arrived was incorrect and they would need to order anther one which costs more. This time they presented another quote of over 900$. I put my foot down and demanded fix in same preauthorized amount. This was protested. I demanded to speak to the owner/CEO. I was told he was out of country and a VP may call me back. No one did for over a week. I called back again and finally after a few days a VP spoke to me. He was apologetic and said would try and waive service fee but charge for parts only. I reconfirmed to him that I would not pay any more than preauthorized amount. He said an associate will call me back. No one contacted me. Contacted again to get the final quote which was still higher than what was earlier preauthorized amount. I asked to be allowed to speak to CEO as I thought he must have been back. I was given his tel # and e mail id. I wrote CEO of the company and I called him twice. I left him voice messages but to no avail. No one bothered. I felt like hostage. All guests by then had left. I again kept patience and contacted my sales associate. As per her, CEO had approved the fix on preapproved amount but part will have to be ordered and it would take another two weeks. I could choose to take projector back or stay another two weeks. Well, so many weeks had already passed and I thought I am not middle of it and close to a fix. I agreed for the two weeks part delivery wait time. Now ...at the end of two weeks, I contacted again to find that the part hadn't arrived yet and they needed another two weeks of time to get it. I was really frustrated but kept my cool...all I said you shouldn't even charge me a dime for all this delays and frustration you have caused me. The response I got was I was free to take away my projector if I wished so. I felt like a hostage of the situation. Anyways, I kept cool and askedthem to keep me abreast of the situation. Today, I asked again and was told that part that arrived "arrived dead" and I could either take away my projector or wait another 2 weeks which ideally means 4 weeks. Wow ...what a company. Trust in such company had been dwindling anyways..,but this was last straw. I told the associate to get my projector in same shape as it was in past and told him that I would pick it up.Desired Settlement: What can I want from this company ? They can't do anything. I am sure they played with my projector enough and now it would be even in worst condition that it was earlier. I also fear that some original parts would now be stolen or broken. This is what I want from them: They should either pay me back eact amount of a new projector : OPTOMA 1080p that I had handed over to them with a lot of turst or buy me a new one from OPTOMA. Their service has been poor and they should be blacklisted in Revdex.com. Should you need any more information, I have all the back up e mails to prove my case.

Business

Response:

Dear Mr. [redacted],

We understand your frustration and apologize for your unfortunate customer experience. Mendtronix deals with over a 1,000 different models across 30 brands and 30,000 repairs per year.

In your rare situation, we were unable despite many attempts to repair the components in your model despite our usual historical high success rate. In addition, our supply of refurbished parts were not a match for the needs of your unit. We always quote repairs with the lowest attempted cost solution - this method is typically very successful but is not 100%. Your projector unfortunately fell within the 2-3% that a reasonablly priced repair could not be obtained despite our many hours invested in your unit.

As our senior Atlanta technician [redacted]. explained in great detail to you directly when you picked up this unit, every reasonable and some additional efforts were made on our part to find a reasonable resolution for your repair and we cannot (do not) guarantee a successful repair 100% of the time - this is common among all electronics repair companies.

We have withdrawn all costs to you and you have picked up the unit. We realize this is not the answer you are seeking but we are also not happy when these rare situations occur as they are costly to our bottom line. We generally have a fantastic reputation among our large customer base and work very hard to retain and continually improve it. We do appreciate your comments and efforts and will use them internally to further improve our operations.

Again, please accept our apologies. Best regards.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

1. There was always an attempt to show as if parts that were ordered were delayed so as to to suggest that it was their vendor company which was at fault. So I always see this as blame shifting strategy. There was no ownership in handling the issue. When part was rec'd it was said it was a wrong part? Then later email suggested second part arrived -"dead on arrival" so always a blame shifting approach towards their party. Whereas situation was different- situation was they were trying to fix it , playing with my system for so long and were unable to fix it.

2. Wheneven I tried to reach the CEO of the company, left voice messages and e mails directly addressing him why wasn't there any response, why ? Why did I have to reach Revdex.com first time in my lifetime to address this issue ? Do they have no EMPATHY towards their customers?

3. Even after approaching Revdex.com, there has been no call from the CEO to me on this issue. I had said all of these as my concerns to [redacted] when I picked up unit after 3 MONTHS and asked for a proper replacement and he had assured me that he would talk to the CEO of the company again and that he may call me soon. No call came in ?

Here is my take on the situation, " I see total arrogance on part of the management in dealing with this issue. They have played with my system, they did not fix it while I kept waiting and are not directly addressing it even now. They have avoided my question on resolution- "saying I am now unsure of my system and need a replacement".

On one front they claim that they fix thousands of projectors daliy on another front they do not care for small customers and can't handle just ONE PROJECTOR repair issue and count repair costs on just ONE repair being so high, very ironic"

Regards,

Business

Response:

[redacted], [redacted] - Mendtronix gave him a high end replacement refurbished BenQ projector to satisfy his original units issues. This customer had a separate issue in his home theater set up. We think it was his mounting hardware being out of alignment affecting the image.

Review: Infocus 7205 Theater Projector was not working. Infocus instructed me to use Mendrontix for the repair.

I was in contact with [redacted] from Mendtronix and communicated with her in regards to the repair.

She informed me that the repairs could be made with the proper parts and I would get the projector back in working order after the repairs.

The projector arrived back with a broken plastic piece and the projector did NOT work. The lamp did not light up and thus the projector is not usable.

I have left several voice messages and sent several emails to Mentronix & to [redacted].

NO response yet in over 26 days to any of my communications sent to them.

[redacted] is the repair order # with Mendtronix.Desired Settlement: Complete the repair of this projector to working order and undamaged and return it to me.

If that cannot be done, please issue a full refund. $594.60

Ideally if refund given, I would like to be refunded my additional shipping costs and parts costs incurred during this 'process of Failure by Mendtronix.'

Business

Response:

Mr. [redacted] had agreed to a resolution of which we are still waiting for him to complete his committed action to close out this issue (return a brand new projector lamp) – this was agreed to prior to his complaint to the Revdex.com which we do not understand the purpose of at all other than a deflection of his agreed to responsibility.

Mendtronix made the extraordinary exception to allow this customer supply their own component part for this repair case. Mr. [redacted] send in two color wheels of which neither were usable. After many attempts on our part, we agreed with Mr. [redacted] and the manufacturer, [redacted]. that Mr. [redacted]’s unit was not repairable. Mr. [redacted] has received 100% of his money back via PayPal but has also kept a $259.00 lamp that has not been paid for and which Mr. [redacted] had agreed to return but has not provided at of this date.

Summary – we have gone out of our way to accommodate Mr. [redacted] and he continues to bring up small issues which are incidental to a non-repairable projector and has yet to return or pay for a $259.00 lamp. He also agreed to pay our minimal evaluation fee and return shipping totaling $94.00 but has not done so either at this point. Our next option is a Collections Company and then unfortunately Small Claims Court if necessary.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have been emailing with [redacted] to resolve the dispute.

I addressed two issues with her that were still as of yet unresolved. She has made no effort to give me a reasonable solution.

Most of the time she does not even respond to emails I send to her. She has not returned any of my multiple calls either this year. (We have not spoken on the phone at all this year, I have called 4 times or more to her office this year, I have left 2 voice mails and spoke to a live operator the other two times)

She claims that a New Lamp was installed into the projector, I don't know if this is true or not, (as the lamp does not light up since the projector never was repaired after I received it back and had been charged the Full Amount for the repair estimate.

I certainly am not happy with a business that charges hundreds of dollars for a repair. I suggest this business not charge people for repairs if they cannot make the repair. The charge was after they attempted to repair and concluded that it could not be repaired. (And why not take out the Lamp then?! Instead of shipping the lamp back to me?!)

I AM ASKING:

A. If you would like the current lamp in the projector mailed back to you, 1. please provide a UPS or other prepaid shipping label for me to send the item back to you AND 2. give me the old lamp back, or another lamp that is correct for this projector.

B. The 'rear housing' was cracked/broken upon return to me. It was not cracked/broken when I sent it to you. I am asking that you send me a replacement 'rear housing' OR allow me to deduct the amount needed to replace it myself.

C. I would like to come to a complete agreement before making an additional payment to you AND before shipping anything additional to you.

Once we have an agreed resolution to this matter...

I am more than happy to pay for the $65 exam fee as you indicated it would cost from the start. As well I am more than happy to pay the $30 return shipping fee that you charge for shipping the item back to me.

Where would you like me to send the check for this $95 to?

Whom would you like the check made out to?

Regards,

###-###-####

Business

Response:

[redacted] was refunded over a year ago and he never returned the new Mendtronix projector lamp with a value of approximately $200. We have stopped collection efforts.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mendtronix was unable to repair the projector. No need for a new projector lamp for a broken projector.

Regards,

Business

Response:

Dear Revdex.com,