Sandro's Electronics, Inc.

Review: I have a new LG TV and pay for "in-home" service. [redacted] came to my home and could not repair. They stated "It will be faster if you let us take it to the shop." When they finally fixed it, they refused to drop it back off at my home. They were extremely rude and said "come pick it up." After insisting they drop it back off, they said, "we will try to get it to you soon." I needed a date and time because I work and live alone and needed to be home for the drop-off. I was without TV for 3 weeks!! They refused to give me an appointment to drop it off at my home. When I said it was unacceptable, they said " you are not accepting your tv back? fine. Dont accept it." and they hung up on me. Furthermore, he threatened me when I finally got the appointment. He said "If you don't answer the phone, you're not getting it back." I reported this to LG as well, but they did not help.Desired Settlement: I did not receive my TV back. They are obnoxious and they said this would be faster if they took it in..., but they are holding it hostage until it is convenient for them to return it.I will report LG to Revdex.com also. This is not ok to treat a customer this way.

Business

Response:

Customer bought a LG TV(not from us) which came with home service,we are a service company for LG warranty,as soon as we received a service call on 07/**/13 we called [redacted] to tell us the problem, so we came to the home & replace power supply board & main board,this did not fix her problem,told customer that the tv must be taken to shop because it has a defective panel,we must order this panel from LG and when it comes in we will replace it and deliver the TV back to her. The TV got fixed and we called customer to return it, she said I am never home and the TV must be delivered before 9am or after 6pm, we do not have those service hours. Told customer please let me know when someone will be home,she became very mad and said someone maybe will be home on Thursday 07/**/13 after 3pm. I reply that someone most answer the phone before we deliver tv,she threaten us to call LG & Revdex.com,LG told her that we were not at fault and someo ne most be home and answer. The set was delivered back on Thursday July ** 2013. Customer never paid us any money,home service means that will be pick-up & delivery free ,not to be repaired at home if not possible,she was impossible to deal with this issue and distort the actual facts.Customer was very rude and very loud on the phone with me. We repaired and returned this TV as fast as possible.

Thank you for you time & cooperation

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...

None of this response is accurate. [redacted] was extremely rude on the phone. The TV was taken from my home for "faster service." When they called me on Wednesday, I was rudely told to"come pick it up". I told him I could be home by 3 for drop-off. He refused, stating " I have nobody to drop-off." I NEVER mentioned the hours 9-6, and NEVER said I am hardly ever home. I don't speak that way. I politely explained that I have a job and need to make arrangements.

We discussed a drop-off for the following day at 3. (again- this is not FASTER service, when I wait an additional 24 hours for my own property). I was rudely told that I had to answer the phone or they wouldn't come at all. That message was delivered as a threat and I told [redacted] not to threaten me. He hung up the phone and I had to call LG to finalize the appointment. LG can confirm. They can also confirm that I was in tears over the verbal abuse I had just sustained.

I did not- under any circumstances- threaten to call Revdex.com or anyone else for that matter. My decision came after I explained the situation to a friend and he advised to contact Revdex.com. At that time, [redacted] was no longer on the phone.

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

Sincerely,

Consumer

Response:

In response to your question...Yes. I received the TV back the day after they notified me that it was repaired. Thank you.