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MTZ Electronics Reviews (1)

Review: I February 2013, yes THIRTEEN, I brought my Teac X3 reel to reel tape deck to MTZ on a personal recommendation. The [redacted] and [redacted], agreed to fix it. He said it could take a few weeks, as he was busy. I agreed to wait because he seemed sincere and knowledgeable.

During the next few weeks I called every now and then to see how it was going. Sometimes I would get someone to assure me it's moving along, he's working on it. When there would be no phone response, which became more often with time, I'd drive the 14 miles, back and forth, from my home to walk in and invariably get double-talk. I was never rude. I was extremely patient. [redacted] apologized maybe twenty times over the year, plus.

I starting feeling that it was not going to be fixed, that he had made a promise he could not deliver upon. But he insisted, describing to me the technical troubles he was having, but never admitted that he couldn't deliver.

Then last week, after a year and a quarter, I went to the store yet again, and saw a sign that MTZ was being forced to close, they had lost their lease. This time, on the sign, there was an email, for the first time ever. I emailed my concern and got back another excuse in return the next day. Yet there was nothing new, just sorry sorry sorry......Desired Settlement: My goal? At this point it's to get the machine back FIXED, or a comparable one, in working condition, now for less than the $135 I was originally quoted, because of all my aggravation, time and money wasted on getting information. (Like the time wasted on this email). I have never filed a complaint like this IN MY ENTIRE LIFE, but feel I have no option. Their non-responses I take as a clear mea culpa. I want the agreement/contract honored.

Business

Response:

Dear Revdex.com Representative:

I am responding to the Complaint made by [redacted].

Complaint ID [redacted].

In February **, 2013 we have received a Sony Reel to Reel unit for diagnostics-estimate of repair. Customer was issued a claim# [redacted]. Customer did leave a $25.00 deductible diagnostic fee.

Model# of the Unit was TC640, Serial# 13322. We have estimated the repair cost to be $190.00 ( 3 Labor Hours at $55.00/hr plus $25.00 for parts & misc. items.

[redacted] was hard to reach at the phone number we were given by him ([redacted]). Finally after about two months he came in person to our facility to discuss the repair options.

[redacted] asked if he could bring another unit (TEAC) for diagnostics, to see if perhaps different unit would cost less to repair. I have agreed to that and did not charge another $ 25.00 diagnostic fee. Customer brought the different unit May **, 2013 was issued a claim#[redacted], TEAC Model#X3, S#5132.

After closer look I was not able to quickly estimate the repair cost. I needed a service manual. Unit was manufactured 33 years ago. I did find that PCB ASSY. CONTROL A Part# 5200019500 is defective, not switching proper circuits.

I have contacted the manufacturer parts department but the part is no longer available, making a service-repair a impossible task.

I have tried to explain that to customer, but [redacted] did not want to listen to my explanations, only asking what I am going to do to compensate for his long wait. At that time I've released the 1st unit (Sony Reel-to-Reel Claim#[redacted]) and gave back the diagnostic fee of $25.00. So there is no financial loss on the side of the customer. I have promised that I will try to repair the needed part and deliver the unit to his house once successfully completed the repair. I have explained that it is very difficult to work on epoxy-sealed switch PCB ASSY.

After many hours of work I got the Assembly to work. After the installation of repaired switches, I found that Capstan Motor Assy. P#[redacted] is actually causing the switches to fail, by drawing excessive current. I have tried to contact [redacted] by phone, I've send him a text messages with photos, left him a voice mail's explaining the difficulties. There was no answer from [redacted]. My phone records are verifiable, and I could contact my provider for proof of it. [redacted] chose a way of coming to the shop and complaining about our poor service. [redacted] could pickup his unit at any time, we do not keep the units hostage, that is not our mission. A open communication and a little understanding would do more good.

I understand that [redacted] waited a long time for clarification of the situation with his tape decks, but we are a Repair Shop, not a manufacturing facility of hard to find replacement parts. We are trying to pass all known to us information as well as we can to our customers. It takes also a customer to listen not only demand.

To complete the service we need a Capstan Motor Assy. TEAC Part#[redacted] which is not available.

The only way to solve this problem is to explain to [redacted] that servicing 33 year old unit is not easy. If [redacted] will find a replacement motor we are willing to install it at no charge and deliver back the unit as promised.

We gave up looking for that part. We can deliver the unit to customer 50% repaired or customer can simply pick it up.

He's deposit fee of $25.00 was returned. We spend many hours working on the unit.

Please contact me if you need more information-assistance.

Sincerely

[redacted] / MTZ Electronics Inc. / [redacted]

Consumer

Response:

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:

MTZ has not resolved any of the factors leading up to my HAVING TO COMPLAIN to the Revdex.com, the first time in my life ever complaining to the Revdex.com about anybody.

What [redacted] said in his response is mostly true. However;

1- He never admitted he could not fix the machine. Instead, he only gave me more explanations of why the job has taken so long. He tried to explain the technical problems he was having and I understood none of it. Finally, after 16 months of the same routine over and over again, I just ran out of options and patience, and needed to try a different way to get a response. That did happen when I reluctantly complained to the Revdex.com, as this email proves.

2- The last time I stopped by the shop, which I had to do because of late I could never get an answer by phone, a sign on the window basically said "Going out of business". I felt I had no option other than to go on record and ask for the Revdex.com's help.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Revdex.com Representative:

In response to [redacted] complaint :

1. I did offer delivery of the unit back to customer residence but I need his address. [redacted] is not answering his phone ( [redacted] )

2. I cannot complete the repair since the parts needed are no longer available.

( Motor Assy. Capstan Part#7105020001 TEAC)

3. Sony Deck and $20 deposit was returned to customer and he signed for it.

Teac deck was taken without deposit. So all the money was already returned.

4. I did try my best to explain technical difficulties with servicing the unit. Perhaps a technical support of TEAC will do a better job in explaining difficulties in servicing the unit that needs parts that are no longer available. I did spent many hours working on the unit and was succsesfull in repairing one of the broken parts (PCB Assy. Control A Part#5200019500 TEAC). As I explained in my first response I was not aware that the trouble was caused by faulty Capstan Motor. I got caught by the machine.

5. I do apologize for not being able to service the unit. I do apologize for long time timeframe.

6. I need to get customers address to deliver unit back to his residence.

7. I did everything in good faith, tried to explain the process, called many times to update. [redacted] is not available at the phone number he left with us ([redacted])

8. I need to resolve this matter since building that our shop is in is being demolished and I have to empty the space before 09-**-14.

9. Please help in getting in touch with customer.

10. unit will be delivered back, Information on needed part will be attached

deposit was returned, I do not offer further compensation since I also put a lot of technical time in good faith effort to service the unit.

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Description: ELECTRONIC EQUIPMENT & SUPPLIERS-SERVICE/REPAIR

Address: 205 Nassau Ave., Brooklyn, New York, United States, 11222

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