The Sound Room II Inc

Regarding the $deposit he paid when he dropped off his unit for service; on the repair form he was required to fill out for service, there are two places on the form referencing this fee. Both references are titled in large, bold type, red fonts and all capital letters. They
state: DIAGNOSTIC FEE INFORMATIONThe following DIAGNOSTIC FEE is REQUIRED before we can start the repair of your product. This fee is applied to all completed repairs and is the minimum fee charged for all estimates. We may call you after our service center receives your equipment for any additional details. DIAGNOSTIC FEE EXPLANATION We charge $for a diagnostic fee that applies to all non-warranty repairs. Our diagnostic fee is non-refundable if you choose not to repair your product. Our diagnostic fee will be applied toward your repair if you choose to repair your product. There are several things that should be clarified. All items brought to the store are sent to the Operations Center to be repaired in our repair department or shipped to the manufacture if necessary. All products that are out of warranty require a $service deposit/diagnostic fee regardless of where the repairs are done. This is clearly spelled out on the form which every customer is required to fill out prior to paying this fee(See above)MrM never informed us that B&W ‘requested’ he pick the unit up himself, although he did mention on 8/3/they had offered to send him a box to ship it to them directly as an option.As to his claim that we did no troubleshooting and we should have told him up front we could not fix it;We had several technicians troubleshoot this unit each spending several hours, unfortunately without success. Some manufacturers require some models they make to be ‘factory service only’ while in warranty, but when the manufacturer’s warranty is over, it is left to the authorized service center’s discretion whether to repair it in-house or ship it out for repair. MrM brought in his B&W Zeppelin Air for repair to our retail store on 6/13/16. It was brought to the Operations Center and entered into the repair department the same day. The symptom he reported was “THE SOUND OUTPUT QUIT”. On 6/17/a technician CL verified the symptom, disassembled the unit and began troubleshooting the problem. After being unable to determine the cause of the problem, the repair was rescheduled for another day. When it was decided he could go no farther in repairing the unit it was rescheduled for another technician MM.While the majority of repairs do not require service manuals, the tech determined that resolving the problem would require obtaining a schematic diagram and he requested service informationBecause the unit was out of warranty and we had already spend a good deal of time in troubleshooting the problem, the customer was called on 6/28/and asked to pre-approve the repair charges up to $150.00. This is done to verify we are not spending unnecessary time and resources on something the customer is not willing to pay for repairing. It is not an estimate, but a pre-approval up to $150.00. MrM approved the repair up to $150.00.On 7/8/we were informed there was no service information available for this model and it was determined it would be best repaired at B&WThe unit was reassembled and the original tech emailed a Return Authorization request to B&W. On 7/13/we asked for an update on the status of the RA request. On 7-29-I contacted Chad Allen at B&W who informed me there are no service parts available for this model, but if we sent it to them with an approval of up to $they would repair and warranty it for days. If they were unable to repair it they would replace it with a recertified one with a year warranty. Due to the physical shape of these models, they require the unit be shipped in the original box and packing and their turn-around time would be approximately weeks. I spoke with MrM and gave him the estimate explaining what I was told by B&W. He informed me he was going to speak to them directly to see what they would do for him.On 8/3/I emailed Chad Allen, and CC’d MrM, to ask what could be done to expedite the process since we had the customer’s unit for so long. He replied he was shipping a box via day select along with a day select shipping label for returning it to them. I called MrM to update him and he informed me he had spoken with B&W and they offered to send a box directly to him to ship to them. He also said that he was heading into a meeting and would call me back to let me know what he had decided to do. This was at 1:on 8/3/16. Just after 4:MrM showed up to pick up his unit. He said B&W was sending him a box and he was going to ship it himself. I offered to let him use the box and packing they were sending us because it would probably arrive before his would and had a pre-paid shipping label, but he declined

We have refunded the deposit.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]