Roanoke Technologies Group, Inc.

Review: I call Roanoke Tech group to come to my house to give me an assesment to fix my 50 in tv, they said it needed a board put in it so we agreed and paid them for the part for them to replace it, they then said they needed to order another part so we also agreed to pay that then they said it needed the main board to be replaced we paid for that also it has been over two months now and we still have not gotten our tv back. They said the warehouse has not shipped the part to them to fix the tv with. I also had them to check my computer so they took it to the shop and said it need the motherboard replaced so I agreed for them to do that. I got my computer back about two weeks later and they upgraded the windows to windows 7, I took my computer back home it had no sound on it and after two weeks the computer quit working so I called them back and they said I downloaded a program that deactivated my windows. They said it would be another 130 to install windows7 again and I had enough so I took it to [redacted] in roanoke had windows 7 put back on it and it is working ok now after paying another 80 dollars to [redacted] in roanoke. I still have not gotten my tv back and have not heard from them. my husband called them and left a message with no response. we have around 500 in the tv and around 400 in computer witch was never fixed right for not fixed at all for my tv.I think we should get our money back for all we have paid out for the tv and also my computer since I had to take it to another computer shop to have it fixed properly. I am very upset with them.Roanoke Technologies GroupDesired Settlement: I think we should get all our money back since they didnt repair anything n said they did. all together we have paid them 820.00 and I had to pay another company to put windows 7 back on computer so that was another 80 dollars. so I think we should get back 900 for everything.

Business

Response:

Ms. [redacted] approached us about repairing a 50" Panasonic TV as well as a desktop computer. As we diagnosed the TV, we informed Ms. [redacted] that there were additional failed components in addition to the main failure (which was a failure of the main power supply assembly board. When a power supply fails, none of the other "boards" will receive power, so therefore they are UNTESTABLE until the power board can be installed. Ms. [redacted] was informed of this). Once we replaced the power board, it became apparent that during the power fluctuation that "killed" the TV, the "SC Main Board" was also disabled by electrical overload. When we told Ms. [redacted] of this, we informed her then that in addition to the "SC MAIN Board" there could also be damage to the "SS Main Board" which is attached to the SC main board via a connector called the "SS SUB BOARD" which is a subsidiary component of both boards, and as such, draws power from both. It will not operate and cannot be tested until both boards are replaced. We informed Ms. [redacted] of the prices of these items and the related actions they perform, and she requested that we attempt to replace just the SUB board first, as it was a cheaper component, and would have to be replaced regardless. It was possible that the SS Main Board was completely fine, and the TV would operate as normal after this. Unfortunately, this was not the case. We informed Ms. [redacted] she would need to order a NEW SS Main Board, however, at this time, none of our vendors currently stocked that product. As such, it has been waiting in our storage room while our technicians have diligently attempted to find the part necessary to finish the repairs. Ms. [redacted] computer was diagnosed as requiring a new motherboard. We ordered Ms. [redacted] a new motherboard, along with installing a new processor and memory (at her request, as it was cheaper to purchase a set of all new parts than to purchase just one identically compatible motherboard to match all of her old parts). We also charged her for the associated labor of installing Windows 7 (an upgrade from her previous Windows Vista). We returned the computer to her in working order, and it was returned to us roughly a week later. In the condition it had been returned, it was obvious that someone had done the following: A) Installed Microsoft Office 2002 (Microsoft Office XP) B) Installed a "key grabbing" program. This software would read Ms. [redacted] old data (which we recovered for her before reinstalling windows) and take the serial number for her copy of Microsoft Office and transition it to the new copy,. C) Using this "key grabbing" program incorrectly. This software was used on the computer to remove both the Office serial number and the Windows serial number. The serial number we provided to her was overwritten with the serial number for Windows Vista which was previously installed. Obviously, a Windows Vista key will not operate Windows 7. Her computer became "deactivated" and informed her that she had less than 10 days to reinstall the correct product key. The only way to correct the issue and prevent further activation warnings is to redo all of the labor we had done to install Windows 7, and completely reinstall it again, including another backup of all of her data. We informed Ms. [redacted] that we would repair the computer, but that it would not be covered under our standard warranty for labor because the damage was obviously caused by an outside party's intentional misuse of the computer. Ms. [redacted] took her computer back and left that day. Finally, on August 7, Ms. [redacted] came to our corporate offices and pounded on a locked door [not having any appointment with any member of our staff.] At this time, I was the only member of staff in the building, and I was on the opposite end of the building from the front door, so I would not have heard her knocking. However, our neighbor noticed her from his parking lot, and called me on my cell phone to inform me that I had a customer at my door. I went to investigate, and when I opened the door and discovered Ms. [redacted] I was told very abruptly "I would like my TV back". I informed her that she did not have an appointment and therefore her TV was not ready to be returned, as it was still in a disassembled state in our storeroom. However, as I was not, at the moment, busy, I offered that if she would wait ~30 minutes I would reassemble the TV. However, at this point I discovered that the TV was in such a location in our storage room that I would not be physically capable of moving it myself. I informed Ms. [redacted] of this, and offered to have my associates help me remove it as soon as one was at the office and available, and at such time I would immediately inform her that it was ready for pickup. Ms. [redacted] was not satisfied this answer, and informed me that Roanoke City Police Officers were on their way. At this point, with the help of one of my neighbors [who is also Director of Operations for the Security Staff for our facility] I was able to move the television out of the office and into Ms. [redacted] car. Seperate from the television, I handed Ms. [redacted] the last faulty board which we had not been able to locate, as well as a copy of her current invoice for all services rendered associated with the TV. At this point, she was not leaving my property, so I informed her that if she had any other business to please say so, otherwise to leave or I would consider it trespassing. At this point, she moved and blocked parking at my neighbor's business [auto mechanic] until the police arrived and informed her that I would be within my right to press charges, at which point she shouted that "[I'm] not worth going to jail over", and vacated my property. This was the last I have spoken with Ms. [redacted].

Consumer

Response:

I have reviewed the response offer 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.When I went to the business to pick up my tv I tried the door and the door was locked this was around 11,12am. I then went to the business next door and ask them what time do they usually come in to work and the gentleman stated that they are in and out but he knew that [redacted] was in the building so he said he would call them for me. I tried to call them several times and my husband did also to let them know we was going to come and pick the tv up but they never answered the phone when I called them. The gentleman then called [redacted] and he come outside and I told him I just wanted to pick up my tv. He then told me it would be 30/40 minutes and I told him I would wait, so I got back in my car with my mother and he came back outside and said he has nobody else there with him to help him get my tv and I told him I was not leaving without it so he went inside and got one of the boards that goes to the tv and threw it up on a metal box that is hanging on the side of the building by the door and went back inside meanwhile I called the police before the police got there him and his security guard went inside and got my tv and brought it out and put it in the back of my kia. He told me I was then trespassing since I had what I came for so I pulled across the road and waited on the police to arrive. I then walked across the road and spoke with the police to let them know that he did give me back my tv and [redacted] come out and told me and the police we was trespassing so we had to leave. I told him I would see him in court and that he was not worth going to jail over. I took my pc over to [redacted] because I refuse to give them another 130 dollars to put windows 7 back on it and they told me that he probably had the trial version on my computer is why in two weeks it deactivated itself. The computer kept telling me before I even put the other program on the computer it kept telling me after about a week that I had to activate my windows, I spoke with a computer analyst at [redacted] that worked on my computer and they told me that the program I put on my computer did not deactivate my windows and there was no way it could. Regards,[redacted]

Review: Samsung 52" TV needed repair so I contacted Roanoke Technology Group to fix it. They came to my residence and said I needed a part. I paid them $90.00 and they ordered the part. When part came in, they came back and installed it. T.V. still didn't work. They said needed another part. I paid them another $138.00. Part came in they installed, still didn't work. Paid $495.00 for another part. They took T.V. to their shop and called me couple weeks later and said they needed another $100.00 and T.V. would be fixed. They delivered T.V. to my daughters house and when I went to her house and turned on T.V. and it still didn't work properly. I called to tell them about problem, they told me next time they were in my area, they would pickup T.V. and take it back to shop. Long story short, they never came to pick it up and they will not answer phone or return any calls.

(Forgot first payment was $138.00 instead of $90.00.)Desired Settlement: For amount of money I paid, I need my T.V. fixed or some of my money returned.

Business

Response:

Here is what happened with Mr. [redacted].

He called us to come fix a TV which had stopped turning on. He also mentioned that the TV had always had an issue of blurred "ghosting" effect on the screen. We told him that we could repair the power issues, which is what he paid for, with an additional labor charge for us to ATTEMPT to repair the ghosting lines. We explained to Mr. [redacted] in great detail that this was something that is not a guaranteed fix, and is often times impossible to repair without major investment. He agreed to allow us to attempt the repair and paid accordingly. By the time all of the repairs were completed, several weeks had passed, however we had been able to repair both the power issue and the ghosting issue. Mr. [redacted] asked that since he had already paid for the mileage charge for a return reinstallation to his home in Lynchburg, if we could instead install the television at his daughter's home in Forest at no extra charge, and we obliged. We were not able to turn on and demonstrate the television for Mr. [redacted]' daughter because their home was not prepared to receive the TV, so they asked us to simply leave it inside and they would finish setting it up at a later time. When they set it up, they discovered that the ghosting issue had come back. We offered to Mr. [redacted] that we could attempt another repair at this at no extra charge, but that we would have to charge a trip charge for two round trips to pickup and return the TV to Forest. Mr [redacted] did not want to pay any more to try and fix the tertiary issue. I told him I completely understand, and that the best I could offer was that we would pick up the TV and attempt another repair, all free of charge, as long as we were able to schedule an appointment with his daughter which coincided with a pre-existing appointment in the area [We would not make a special trip to get the television, but we attempted to call her and pick up the TV the next time we were in Forest a few days later, and she was unable to be reached, so we were unable to do so. This was our last contact with Mr. [redacted] or his family.

Consumer

Response:

I have reviewed the response offer 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 agree with most of what Roanoke Technology Group said but they stopped answering my calls and never returned any messages. We were comunicating very well up until then. If they would just talk to me, I'm sure things could be resolved. I just want what I paid $725.00 for, a T.V. that works like it should.

Regards,