Rochester TV & Radio

I received this letter in the mail a few weeks back. I immediately contacted Mr [redacted] about the complaint. We both agreed that I would go a head with repairing his TV, and then he would take down the negative comments he posted online about my business.It took a...

couple weeks to get the module in and as of today, 8/7/15 his TV is done and ready to be picked up (with a one year warranty).I have been in business since Oct 1st 1990 and will celebrate twenty five years in business in a few months. I take extreme pride in my work, and back it up with the only one year warranty in the Tri-State area..I am a member of NESDA ( National Electronics Servicer’s and Dealers Association ) and receive factory training annually and also have a degree in electronics. I have a A+ rating with the Revdex.com of Pittsburgh and take any complaint very serious. In the twenty five years in business for myself, I can count on one hand the complaints.....The satisfied customer’s are in the thousands....I also compensated Mr [redacted] on his TV repair. I charged him actual costs of both modules installed ( usually add 30% to all parts) That represents a savings just in parts of $115 ! I also charged him my minimum labor fee of $100 , on a repair that I would of charged double that.So my compensation to Mr [redacted] is well over $200 and I will also give him the one year warranty ! I would expect Mr [redacted] to come pick up his Tv, and remove any negative comment or complaint about my business, as we agreed upon.Sincerely,Jeff O[redacted]Rochester TV & Radio[redacted]###-###-#######-###-#### faxServing the Tri-State area for 25 years , for all your consumer electronic products.Home of the 1 year warranty. Revdex.com A+ rating ; NESDA member and factory trained annually

Review: on August 6th 2014 I took my [redacted] tv to Rochester Tv and Radio. I was told I had to have a $50.00 deposit to drop off with the tv and that $50.00 would go towards the repair costs. Approx. 3 weeks later I called him to see if he had a chance to look at it. he did not. about a week later he called me and said it needed a new motherboard and that it would cost about $120.00 on top of the $50.00 deposit. I said ok go ahead and order the part might as well fix it. about 2 weeks later I called to see what was going on. he stated that he was still waiting for the part from china. I called 10/17/14 and asked whats going on hes had it for a few months now. He said the part is unavailable and that they probably don't make it anymore. He then stated that most people usually just get a new tv by now. he said he had some for sale but nothing under 40inch. I then asked about the $50.00 he stated that it is nonrefundable. He also advised me to get a [redacted] or an ** tv because the parts are easy to get. he then said sorry have a good day and hung up. never told me if I could go and get my tv or what.Desired Settlement: I would at least like my $50.00 back. why should I pay him for doing nothing when he originally agreed to fix the tv. He also led me on but continuously telling me the part was coming. I would also like MY tv back. If he does not have it then I would like the value of the tv.

Business

Response:

I received this complaint today via USPS and wanted to respond the same day. I am a professional and just celebrated my twenty four years in business. I have a degree in electronics, factory trained annually and offer a one year warranty on all repairs. Not to mention a A+ rating with the Revdex.com. I take every complaint serious and will defend my reputation vigorously.

On 8/6/14 Ms [redacted] dropped off her TV for service. She didn't just show up with it, she called first like most customers do. I told her, like I tell every customer. " I get a non-refundable deposit when you drop the set off. It comes off the bill as long as the set is fixed. If the set is not fixed, for any reason the deposit is what I charge for my time, for the diagnostic evaluation. Every customer also signs a contract when the TV is dropped off, indicating the deposit is non refundable, and the set will be disposed of after 45 days, no questions asked.

So I find Ms [redacted] complaint without merit. She even included her copy of the signed contract, that she signed and terms she accepted. It's not my fault that the part is not available for her TV. I did my job and diagnosed the problem and called and advised the customer that the main board is the problem but it's not available and the set needed to be replaced. That was back in the end of August. Then she calls on the 17th of October and wanted to know about her set. I told her the main board was bad and no longer available and that somebody was notified back in August. She asked me if I had any TV's here for sale, and I told her nothing smaller than a 40 inch. Then she hung up.....

So see her side of the story is different...way different. She never mentions that she signed a contract and agreed to my terms. The same terms I've had for over twenty years. After all who waits over two months for a $159 TV to be repaired these days? Answer is nobody. This is somebody looking for something for nothing, trying to bash a businessman with a great reputation.

The beginning of my contract that Ms [redacted] signed reads : "Deposit is non-refundable. Items left over 45 days will be disposed of, no questions asked." So now at 70 days later she wants her TV and deposit back ?? Seriously.... A big waste of time both the Revdex.com's and mine.

I want this complaint closed and removed from my file. This woman has no case. I suggest she reads what she signs, and to stay away from the cheap sets made in [redacted] and sold at [redacted]

Sincerely,

Rochester TV & Radio 419 Adams Street Rochester PA 15074