Virginia Electronics, Inc.

Simple, right? Repair the handle on our [redacted] refrigerator. Unfortunately, the employees of this company couldn’t even get to our house to repair the refrigerator. We were given a time range of 2:00PM to 7:00PM. Standard. No further communication after that time range was provided. We called to just get an idea of what the schedule looked like. After additional communication we were told that a service professional would arrive between 6:50PM and 6:59PM. They close at 7:00PM. I think that we can see this setup from a mile away. So, I call at 6:50PM to see if they are still on schedule. The employee on the phone was immediately hostile. I told the individual that I didn’t think that the tone of the conversation was constructive to a positive outcome. I was told “find someone else to fix your refrigerator”. Then, I was hung up on. I called back in an attempt to save this interaction by speaking to a supervisor. No answer. A simple apology about the nature of the experience would have sufficed. Well, that and getting the service that they contracted with [redacted], would have been nice. What a shame. What a joke. I would encourage all potential consumers to be wary of this company.

Review: WORST CUSTOMER SERVICE EVER RECEIVED I had a service appointment scheduled for this afternoon between 1-6 p.m. That time frame is quite a wide range to begin with, before I even start to describe the terrible service I received from this company. Today, I received a call at 12:18 p.m. from a technician who left a voice mail stating that he would be at my house at 1 p.m. and that he would see me there. He never asked for a confirmation or said to call him back. However, I did return the call at 12:21 p.m., just three minutes later. I left a voice mail and said that I would be home at exactly 1 p.m. As I was driving home to meet him, someone from the office called me at 12:48 p.m. I did not hear the phone ring in the car. I called back, as soon as I noticed the missed call, at 1 p.m. and at that point in time I was only one mile from home. I was actually in my driveway by the time my call was picked up from hold. The person who answered the phone went on to tell me that the technician had gone to another appointment since I did not confirm my service and that I wasn't home at 1 p.m - I pulled into the driveway at 1:02 pm. The technician also informed the office staff that I did not return the calls he made to me, which based on his voice-mails was really irrelevant since I was never asked to return the call. I emailed copies of the call long and the voice mails to the company.

Business

Response:

in response to claim #[redacted]

when call was scheduled it was put in notes to please call the customer 30min ahead, that it took customer 20 min to get home. our technician called 45 min ahead of time and didn't receive an answer on the number given. He tried several times to no avail. He called dispatch to try. A decision was made to run his next call. By the time the customer called back, he was already on his way. Customer was told that he would be back within an hour. (still well within her time frame given) at that point she said she did not want us to come out and she canceled her call. Unfortunately we do need confirmation that the customer is there because of the time and resources lost from no shows. We have refunded her $99.00

Review: Virginia Electronic's came out to service my TV via [redacted] to repair my [redacted] television under factory warranty. I emailed them a receipt on the 19th which was a Wednesday, they came out the following week to complete the service. My TV had 2 problems. Screen going black and the Internet not working. I informed the technician and he (for the moment has repaired the black out.) I told him that the TV was having connection problems with the internet. This is where the problems started. Prior to VA Electronics arrival [redacted] my Internet Provider came out to look at the connection problems with my smart TV. They said the problem was with the TV. I told the rep from VA electronics that [redacted] came out and said it was t he TV. The rep stood me up and down it wasn't the TV and he was trying to leave. I told him he need to have some patience and try to figure out the problem. I called [redacted] while the rep was their and [redacted] did further trouble shooting and said it was the TV. The rep and I got into a heated confrontation and out of frustration he put in a [redacted] part in my TV. The Internet now works, so it was the TV. My Television has a 3D feature with 3D glasses. Prior to their arrival my 3d glasses worked perfectly. Last week for the first time since Virginia electronics repaired my TV I decide to look at a 3d Movie. My 3d glasses will no longer pair with the TV. I called [redacted] and they said they will repair the 3d parts and labor. They scheduled VA electronics to come out and look at my TV. Virginia Electronics called me and said they have the request but they have to investigate to see whats the best approach to repair my TV. A couple of hours later VA electronics called me back and said they would come out and fix my TV but I had to pay a $125.00 fee for them to come back out. I told them I didn't have to pay a fee for the first visit why should I have to pay a fee now? I also explain to them that my TV was working fine before they came and they are getting a free ride from [redacted] because my glasses was working fine before the came and they should be liable. [redacted] was very Rude and Unprofessional telling me I shouldn't have wait 3 weeks to call about the problem. I told her I don't look at 3D TV everyday, I work 60-70 hours per weeks and that was the first time I tried to look a 3d. I informed her it could be something simple and her technician could have made a mistake being he missed diagnose the Wifi problem. I ask her to realize that she is a customer and sometimes when you have something repaired you may not check everything out especially if it wasn't anything wrong with that particular part or section. She became rude and unprofessional again and told me they aren't coming out to fix it unless I pay them $125.00 and if I don't want to do that contact [redacted] and find another service provider.Desired Settlement: I hope the company goes out of business. I went online and check out the reviews and they have horrible reviews. (Check out yellow pages) For starters I want an apology and they need to come out and fix my TV without the $125.00 Charge.

Business

Response:

In response to claim # [redacted]

The customer was told IF the television had no problem and the remote just needed to be programmed, [redacted] would not cover under warranty and would be charged $125.00. Our service call fee

When the customer was not happy with that possibility they were told to call [redacted] to get another servicer to look at the unit.

Review: Virginia Electronics provides extended warranty service under the [redacted] Extended Protection Plan. They were contacted to provide service to our [redacted] refrigerator under this plan. The technician had to order two parts, one for the water purifier, and a gasket for the upper refrigerator doors, which had worn out. He took pictures of the gasket to verify its condition. After a month passed without hearing back from Virginia Electronics, I contacted them and they said that [redacted] had denied the claim based on "food in the gaskets" and "customer abuse." I called [redacted], and was informed by [redacted] that the report received from Virginia Electronics said there was "food in the gaskets" and their deterioration was due to "customer abuse," so they denied the claim. They also said Virginia Electronics had contacted me to inform me that the claim had been denied, which did not happen. I contacted Virginia Electronics, to determine the basis of their assertion, and why they had blamed [redacted], when it was actually their report to [redacted] that resulted in denial of the claim. The Virginia Electronics supervisor informed me that they had no pictures or emails to and from [redacted] to back up their assertion. I asked about a written report, but what they sent had no mention of "food in the gaskets" or "customer abuse" - it was not a report with any information regarding the claim denial or reasons therefor. Basically, they made an assertion which was not factual, apparently did not keep photos, and now the extended warranty I paid for will not be honored. Instead of just reporting the truth - that the gasket wore out before the lifetime of the refrigerator, Virginia Electronics made up their report of "food in the gaskets" and "customer abuse," did not communicate their findings to me, and retained no supporting photos or other written or electronic documentation. Virginia Electronics practices extremely unethical and fraudulent business practices.Desired Settlement: Simply provide the warranty service as you have been contracted to do, and do it in an honest, prompt and courteous manner. Order and install the part for the water purifier, which had nothing to do with the gasket, and install the gasket as it was simply a mechanical failure of the gasket which is covered under the extended warranty. Send me and [redacted] a written apology for your assertion that the gasket had deteriorated due to "food in the gasket" and "customer abuse." Provide me with copies of all written or electronic communication with the [redacted] Extended Warranty company regarding the denial of my claim, and with copies of the photos taken by the technician - all of which you should have professionally retained in your files. If photos have been deleted, come take additional photos, and resubmit the claim to [redacted] based on the fact that there is no food in the gaskets, but the gaskets simply failed before the life of the refrigerator.

Business

Response:

Good Morning,

Review: My [redacted] dryer broke and [redacted] referred me to Virginia Electronics, an authorized by [redacted] repair business. Despite coming out 5 times, replacing a blower motor, a sensor and the main circuit board,and charging me over $490, the problem persisted. The dryer continued to run without turning off and the cloths would get extremely hot. After they left on July 29th, the dryer got so hot, the heating element burned out creating a black dust in the surrounding casing. Virginia Electronics refused to acknowledge that the continuing problem caused the heating element to break and requested more money to fix the problem. I do not believe they have correctly diagnosed the problem, despite almost $500 and six visits.Further, their service is very poor. They sent three different technicians, with the "master technician" coming on visits 3 and 4. Then I was back to the original technician on visit 5. They would order a part, then when it was received a week later, they would call to schedule and be booked up for the next week, so no dryer for two weeks.I would definitely avoid this company.Desired Settlement: Acknowledge that the six month old heating element burned out due to a continuing problem with the dryer, replace the heating element at no charge, then figure out what is causing the continuing problems.

Business

Response:

Response to claim# [redacted]

Breakdown of service and parts ordered

6/27/13- initial first visit to diagonse problem, complaint of dryer had power but drum would not move- motor assembly was ordered

7/3/13- installed motor assembly, customer called back after repair and said dryer was doing the same thing again

7/4/13-installed a thermostat

5 days later on 7/9/13 customer called back and said that the dryer will go down to 1 minute and then stops running. Happens on both sensor and time dry.

**this is a separate issue from the orginal complaint and has nothing to do with what we did

[redacted]appointment was scheduled for a technichian to evaluate new issue on 7/12/13. This was rescheduled at the CUSTOMERS request 7 days later for 7/19/13

7/19/13- main board ordered after in home evaluation

7/29/13- main board installed

**we understand customers fustration of the time they were out of thier dryer. Unfortuntely we can not stock every part and are at the mercy of availability and shipping.

7 days later customer called in and said that the unit is not heating at all

8/6/13- Heater went out. Customer refused service because they felt that the heater went out because of other issues with the dryer. Customer stated the the heater was just replaced 6 months ago.

**Note that the 6 month heater was not replaced by us.

*black dust was caused by lint catching fire from the heater and then blew it out.

**we never chaged additional labor even though the parts replaced were unrelated to the other

**our warranty policy is 30 Day Parts/90 Day Labor

[redacted] we offered to replace heater( that wasn't ours) and only charge for the part and no labor, customer declined

[redacted]customer's desired settlement of replacing heater free of charge is denied

Review: A service request was originally put in on Oct 28th and Virginia Electronics cancelled it without contacting me. I initiated another service request on Nov 2 and was given a service date of Thursday Nov 7. Virginia Electronics called me changed the date to the 9th and said if I did not like it I am free to call another company to get service.Desired Settlement: Their lack of professionalism and rudeness is beyond what anyone would expect from a service business. I will most likely never deal with them again. I have let [redacted] know that their service provider is inept and rude. Businesses and people would fare better to stay away from Virginia Electronics.

Business

Response:

In reguards to case#[redacted]

When customers call [redacted] directly for service, [redacted] preschedules a date just to get the ticket repair in one of our accounts. [redacted] cannot schedule appointments because they do not have access to our schedules for we also service many other products and manufactures.

Therefore when we receive a new ticket we then call the customer and schedule date and time of service.

[redacted] put this work order in wrong account which is why the first appointment was not made. When the customer called again on 11/2 and was given another service date of 11/7 it was AGAIN put in the wrong account. When it was finally put in the correct account we then called the customer and left message for them to call us back to schedule service.

The customer called back and demanded the date that was given by [redacted]. We did not have any availability for that date and offered 11/9 for service (there was not really availability for that date either, a Saturday, but we were trying to accomadate) According to our dispatch the customer cussed and said they would call [redacted] back and hung up. Customer had ticket sent to another service center.

Review: My washing machine has been broke since November 1st. I keep getting the run around through this company. Finally, I was told on December 5th that the parts have arrived to fix our washing machine and we scheduled for the repair man to come to the house on Monday, December 8th to fix the machine. He arrives, "fixes" it and says he still needs to get the parts to fix the display screen. That's fine, that is not the main function of the machine that is not working. But he said the machine is fixed and ready to use. The problem with the machine is that it is not spinning, but the repair man said it was fixed and he left. He didn't do a test run on the machine to make sure. On Tuesday, December 9th I try to do laundry and the machine is not fixed. I call VA Electronics on Wednesday December 10th to tell them they need to come back out and fix our machine because it is still not working. Stacey tells me that the repair man told my husband on Monday December 8th that he still needs to order more parts in order to fix the machine (a main and submain). That is NOT what the repair man told my husband. If he needed more parts to fix the machine, why even schedule the repair at that time. This has been the worst customer service I have ever dealt with! I NEED my washing machine fixed!!!! This is ridiculous!Desired Settlement: I need the repair man to come back to our house and fix our machine, I just want a working washing machine!

Business

Response:

In response to case#[redacted]Customers washing machine is covered under a 3rd party warranty company. We have to order all parts through this company. On 11/4/2014 we placed a parts order. We were contacted on 11/12 that parts were on back order. On 11/25 we canceled the prescheduled apt for 11/26 because parts still had not arrived. We understand the frustration for waiting so long for parts to arrive, unfortunately we can not control parts availability and delivery. On 12/5 tech arrived with trainee by his side and parts to fix machine. Tech and trainee state they never saw or dealt with wife. They also state that they DID do a test run, and unit was working. Husband was in another room while they did this. Tech pointed out to husband that a digit was missing on the display panel and that they would order a sub main to fix THAT problem.Wife called two days later and said unit was not working. She was told that the sub main was ordered and may take 1-2 days for additional parts to be ordered.She was not happy with this and then contacted the Revdex.com.Again, we understand the frustration but feel that this has been misdirected onto our company. We contacted the warranty company and it was decided to prevent any further animosity that they be reassigned to another service company.

Stayed home from work for an appointment scheduled 8-11. Instead of a tech showing up, received a call that the tech had called in sick and no one else could come to complete the appointment. No apology, no effort to fix the situation except to reschedule.

On November 11, 2015, I awoke to a problem with my refrigerator freezing up. Had trouble with eggs freezing and other items, also. I contacted Lowes, where I had purchased the refrigerator and they referred me to Virginia Electronics. I first thought I would have to wait for service the next day. I received a phone call that afternoon advising me that they could send a service man that afternoon before 6 p.m. I was absolutely delighted that I could get such fast service.
Their service man arrived between 5 & 6p.m. and took one look at the unit and advised me the thermostat settings were too high and that was causing the freezing problem. I am delighted with the prompt and courteous service, and thrilled that I didn't have to wait and then replace any parts.
I hope Virginia Electronics, Inc. will be advised that I will be calling them again when I have any electrical problems. Their man was very nice and friendly.
Yours very truly,
Mrs. Jean C. U[redacted]

If you read the complaints filed and the arrogant responses sent by Virgina electronics you will see why this company has such poor online reviews. I'm not sure how they end up with an A rating at the Revdex.com. I too had a refrigerator that was under warranty and they refused to service it. They tried to tell me that my refrigerator was not under warranty when it was. I had to go through the hassle of going to [redacted] several times to get documents faxed to them which they were supposed to send to [redacted]. [redacted] never received any of the documents that were requested by Va. Electronics. I had to end up having [redacted] fax [redacted] directly. once my warranty was verified showing that I should receive services without having to pay, 'VE refused to schedule an appointment to service my refrigerator. Luckily for me [redacted] refered my service call to another service provider who did an excellent job. I would not refer this company to anyone!! I guess they thought that I would be one of those fools who would pay them for services that were covered under warranty

Review: I contacted Virginia Electronics for refrigerator repair on May 27th, 2014. I was told they sould send someone out later that afternoon and there would be a service fee of $99.00 to assess the repair which would then be applied to the total cost of repair.

The technician spent approx. 10 minutes looking at the back of the refrigerator and told me it needed a thermostat and block? He was going to put in a order in the morning to see what what the parts would cost, and if the parts would

be available. He then told me that because the refrigerator was an 1987 model he didn't think the parts would be available, but I could apply the $99.00 to a refurbished model they had in their office that was only $250.00. I told him no thanks that I didn't want to do that.

The parts department was going to call me on Wednesday to give me a quote for the parts. I never heard from them. I called the company late yesterday afternoon and was told by the parts person that no order had been put in for the parts. I then received a call

back from the same person letting me know that the parts are not available. I asked that my $99.00 be returned to me since the agreement was they would apply the $99,00 to fix my refrigerator. They then said I could apply my $99.00 to purchasing a re-furbished refrigerator

that costs $800.00. After I said no thanks the woman argued with me about the $99.00 and told me that I would not get my money back.

I then received a call from the technician who spent 10 minutes looking at my frig that if I cancelled payment of the check they would "drag" me into court and go after me. he said that twice to me in a voicemail. It's still on my voicemail recording. My check has already cleared the bank so I haven't any recourse with a stop payment anyway.

I feel this company deals unethically and uses threatening language to resolve issues. I am a professional Real Estate Broker licensed in the state of Virginia and haveNEVER encountered this sleazy type of conflict with a service business in the past.

Virginia Electronics mis-represented the $99.00 service fee that was to be applied to repair. When I questioned them about not fixing the refrigerator and keeping my money, they tried talking me into buying a used refrigerator from their company that was $800.00 much much more than the refrigerator the tech had mentioned. Classic bait and switch.Desired Settlement: That Virginia Electronics refunds my $99.00 service fee and sends me a letter of apology for leaving me a threatening message of dragging me into court on my voicemail and for not honoring what they agreed to.

Business

Response:

In response to complaint #[redacted]

We do not give free estimates. This is not advertised or promised to our customers. Our policy is that we collect a service fee. This fee covers diagnostics and estimate as well as our time and resources. The service fee is applied to repair cost if they choose to repair. In the case they choose not to repair OR unit is deemed un repairable, the fee still applies. In other words it's NOT refundable.

Given the age of her unit AND the determined replacement parts, these parts were no longer available. We have a copy of the techs notes stating parts NLA with her signature.

He did offer for her to come to our shop and look at 2 of our re- furbished refrigerators for sale, one for $250.00 and one for $800.00. She chose not to.

The next day she called and wanted her money back. When our dispatcher told her we couldn't do that, she threatened to stop payment on her check and report us to the Revdex.com.

The manager responded to her threats to stop payment for services already rendered by letting her know that our recourse would be to go to court.

We feel that her desired settlement is unjust. We have honored our agreement by giving an in-home diagnosis

?

Review: Virginia Electronics was sent to my house by [redacted] to work on my 9 month old dishwasher on 9/20/13. The dishwasher is under a one-year warranty. Upon arriving at my house, the technician immediately diagnosed the problem with the dishwasher as being my well water. At this time, the technician had not even removed the dishwasher to inspect the part. The technician then charged my father $73 who came and waited for the tech for me. He stated that if I didn't pay for it that day and called [redacted] to dispute it, he would have to come out again and it would cost nearly $300. I believe this was an unethical trick on his part to get compensation for the service. He stated to my father that he could "bill it under something else if he paid the $73 that day." When I arrived home that afternoon and found out about the situation, I looked at the part, which contained food particles and grease, clearly not coming from the water. I called [redacted] to lodge a complaint (which has been going on for nearly a month due to them not returning calls and eventually hitting a brick wall with them), but I was ultimately told I needed to talk to the technician about getting reimbursed for the incorrect charges to a dishwasher that is under warranty. I called the office of Virginia Electronics and requested to speak to [redacted], [redacted] called me back today 10/17/13 and I discussed with him that I felt the charges were incorrect and that the part had food debris and grease in it. He stated that the part in question was "full of clay," which is impossible due to the fact that my house has a sediment and active carbon filtration system. [redacted] said that he was not reimbursing the amount and then said he was too busy to discuss this with me and hung up on me.Desired Settlement: Virginia Electronics needs to reimburse the amount that was incorrectly charged and they need to settle the issue with [redacted]. The appliance is under warranty and [redacted] won't handle the issue since he received the payment and they never took possession of the money that was exchanged.

Business

Response:

In response to claim #[redacted]

We arrived at the customers home and the father was there to meet us. We diagnosed the problem FIRST and told him the float assembly was stopped up with sediment from the well. We told the father WE could cover the labor under warranty but not the part because [redacted] checks the parts used on warranty claims and would reject the claim all together.

We gave the father the price of the part and he agreed and said he would be reimbursed by his son.

The customer needs to plea his case with [redacted] since this is a warranty issue. They dictate policy NOT Va. Electronics.

The customer was never hung up on but was told after 10 min. on trhe phone to please call [redacted] for any futher help on the issue.

Therefore the customers desired settlement of reimbursement is denied. This was not covered under warranty. They were correctly charged for a part that we provided and was agreed to replace by the person they had represent them at the time of service.

Review: Contacted Virginia Electronics because it is the only [redacted] Certified service company in the area. My [redacted] washer was banging and making noise and then began to smoke.

Service tech arrived on 12/15/2015 and I reviewed my observations (banging and smoke one time). He simply ran a rinse/spin cycle and said the bearing have gone bad and everything inside (inner drum, front tub, rear tub and boot) must be replaced. I asked how he could know this so quickly but he basically said it was a common issue and that the rubber strips from the boot have torn up the inside so everything needs to be replaced for a parts and labor cost of $1,273.92. Yes, I know what you are thinking when you read this. Yes, that's a ridiculously high price considering it's more than a brand new one.

He would not do any diagnostics or even open up anything to examine it as I expected. A service call diagnostics should include this.

No reputable company would rely on someone's intuition.

My uncle and I decided to take the unit apart to actually see what the problem was and the bearings were sealed but the assy flange shaft "spider" was cracked and corroded. When we went online to investigate this further, we discovered this was a popular and well known issue with [redacted] front loader washers that is inevitable. The part is made of aluminum and doesn't react well with detergents.

This part is $83. Had the technician followed standard protocol, he would have discovered this.

My complaint is that it is obvious the technician did not do anything and therefore I should be entitled to a refund of $125.

I contacted Virginia Electronics via email on 12/27/2015 to ask for a refund and [redacted] responded on 12/28/2015: "The tech did the diagnosis as required . The bearing goes bad in many cases causing the shaft to go bad.The bearing is located in the rear drum housing. I suggest going back to [redacted] to see if they will help with the cost."

There was no actual diagnosis. Refund is due.Desired Settlement: There is no suitable outcome other than Virginia Electronics do the only ethical action of refunding me $125.

Business

Response:

The technician did the estimate as per our direction. The customer is not happy with the price and was told to call [redacted] for possible help on the repair. The estimate charge stands and no refund will be issued.

Consumer

Response:

I have reviewed the offer and/or response 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.

The owner missed the point of my complaint and refused the even address it. The technician wasn't called for an ESTIMATE. They were called for a SERVICE CALL which involves diagnostics. The technician didn't perform any type of diagnostics in order to arrive at any logical conclusion. The technician did NOT perform what would be considered a service call diagnostic. Since this was a [redacted] appliance, [redacted] has specific guidelines for their authorized servicers. I refer to their website at [redacted] "We provide low-cost diagnostics on appliance repairsUnder Low-Cost Estimates & Diagnostics, it also states- "on-site services carry a $99 estimate/diagnostic fee". Not only was I charged more than the stated price, I only received the estimate portion.The technician simply guessed and the owner stated on a phone call they don't need to do any diagnostics since they know what is wrong.

Regards,

Review: I purchased a [redacted] in early July 2014. The warranty covered repairs to this [redacted]. According to [redacted], the ONLY company to service warranty repairs in my area is this company. I contacted [redacted] on Labor Day, 2014 to report a problem with my [redacted]. As of today, my [redacted] is not usable. This company sent a repair technician, [redacted], who appears to be less than competent in repairing this item. On his first visit, he replaced the "mother board" and left the premises within 15 minutes. He also left his delivery truck running while on the premises. This part blew. [redacted] was contacted a second time about the same repair. On [redacted] second trip, he arrived too early (12:10 pm ) (my appointment time was between 1 - 6 pm) and was proceeding to cancel my appointment when my mother arrived and stopped him from leaving the premises. This time, he again spent about 15 minutes and replaced the "mother board." On this trip, he said he noticed a "sizzling" sound and warned us not to use the oven, but said we could use the cook top. He said he would order a part of the oven. Before the day was over, the stove was inoperable again; the same part blew. A third call was made to [redacted] and again, [redacted] was scheduled to make a trip out but cancelled due to illness (this was discovered through a phone message left by the office personnel). He was rescheduled to replace two parts 3 days later. A call was made by the office the day before to let me know the part order for the oven was incorrectly ordered by [redacted] (wrong part number). This part had not arrived and I was asked to call back the following business day (waiting over the weekend). I contacted the office that next business day to be told the part was not in and that I should not schedule a visit until it had arrived. One week later (to the day that he was supposed to arrive with two parts) I called again and was told they would check with their parts department and would call me back that day. They called and left a message. I returned their call and scheduled an appointment for today. [redacted] arrived and has now blamed electrical issues in my home for the problem with this new [redacted]. He needed to cut the electricity to the outlet behind the stove and proceeded into areas of my home that were off limits to him. My mother was there and he literally stressed her out due to him forwardness. Unfortunately, this is the only technician this company has in my area and they are the only company that [redacted] uses for warranty work. I am quite disappointed in the service I received from this company. I was informed by [redacted] that this [redacted] could be replaced if the technician would deem it defective. If only this would happen, I would/could be rid of this company for a while. As it stands today, I have been unable to use my [redacted] for over 30 days. This is unacceptable. I plan to contact [redacted] and register a complaint as well. Please Virginia Electronics - tag my [redacted] as defective so I can have a replacement and be rid of contacting your company and be able to use my almost $900 [redacted].Desired Settlement: Call [redacted] and report this [redacted] as defective.

Business

Response:

The customer was told that the electrical coming into her home was the issue. We ordered several parts and told the customer that if the electrical was not repaired the parts would burn out again. We have attempted to contact the customer several times and left messages with no return calls. If the customer is not happy with the outcome of the repair please call [redacted] at Virginia Electronics [redacted]. In response to no other servicers in the area there are several companies that service [redacted] and we have three technicians which run calls in the Chesapeake area for Virginia Electronics. In response to the technician roaming the house, the customer was not home but had sent her mother whom was not sure were the circuit breaker box was located. The technician needed to cut off the power at the breaker box to work on the unit safely. In response to a new unit that must be done by the retailer or [redacted] we are just a servicer with no control over exchanges.

Thanks

President Virginia Electronics Inc

Consumer

Response:

I have reviewed the 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

this company was terrible! FIrst they make you think they are local with a local address and phone number, then thy charge you upfront. THey sent a serviceman who didn't know what to do, but didn't even know the brand name of my dryer. After 3 days, they submit an estimate where they were replacing parts I did not need. Poor experience all together and my dryer is still not fixed.

Review: I've been suffering from a lack of respect to my time and bad customer service from Virginia electronics Inc for over 20 days.

I called [redacted] tech support on November 2, 2013 about issues with my [redacted] smart TV, the tech support send the repair order to Virginia electronics Inc which is an authorized dealer for [redacted] and they mentioned Virginia electronics will come out to check the TV to see if the issue is covered under warranty. I received call from Virginia electronics on November 5th, and they ask me to send pictures that can show the issue so they can send it to [redacted] to see if [redacted] will approve the repair, I emailed the pictures in November 6, they called me back the next day to tell me they received [redacted] approval to repair the TV and they should receive the part within 2 to 3 business days, they called me in November 8th to schedule time for the technician to come and do the repair on the 12th , I received a call from Virginia electronics canceling the appointment because they received the wrong part and they should received the correct part within 2 to 3 business days. In November 19 they called to schedule time for the technician to come and do the repair on Monday November 25th. the technician came and left after 7 minutes and said he just came to take pictures of the TV to send it to [redacted] for approval I told him that I emailed Virginia electronics the pictures and the received [redacted] approval but he left anyway. I called Virginia electronics and they said they will send him back to do the repair. The technician came back and changed the TV panel and left, the TV was working fine but after 2 hours the TV shutoff by itself. I called Virginia electronics they said they will call the technician to come back and see what went wrong, I didn't receive any call. When I called them back they told me they couldn't get on hold of the technician and they have to schedule another appointment on Wednesday 27 and I’m not sure if they will honor that appointment and send someone to fix the issue that they created.Desired Settlement: do the repair in a timely manner and efficiency.

Business

Response:

In response to case# [redacted]

[redacted] created ticket late Wed. 11/6/13

We didnt see ticket in our que until Thurs.11/7/13. We contacted customer and they did send pictures on Thurs. 11/7/13. We had to wait for approval from [redacted] which was later that day.

Part order was placed on Fri. 11/8/13 and wasn't processed until Mon. 11/11/13.

Panels can take anywhere from 2-5 business days to ship

service was scheduled for Tue. 11/19/13 to allow for shipping time.

unfortunetly wrong parts were recieved and we had to reschedule service for Mon. 11/25/13

when correct panel was shipped it was assigned to a different tech so we could accomidate the customer as quicklly as possible, this is why tech that was sent out thought pictures needed to be taken.

Mon. 11/25/13 tech was there for service between 8-12 pm. customer called back 2 hours later and said tv just stopped working. by this time our tech was out of area and was unable to be reached to go back out

Tech returned the next day Tue. 11/26/13 to find the reason why tv was not working was because it was unplugged.

problem solved- we understand customers fustration of time spent waiting, unfortuently we dont control shipping and occasionaly wrong parts are sent

Poor service. Scheduled 3 appointments and Virginia Electronics failed to keep the appointments.

I had a flat panel tv installed by Virginia Electronics. The technician showed up on timed and cleaned up after the tv was installed. He did a great job and I would recommend this company to others.