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VT Services Inc.

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VT Services Inc. Reviews (9)

To Whom It May Concern: We are writing in response to the Revdex.com complaint we received on 9/19/17, ID #*** We do show that we received the *** laptop, serial #*** in for repair for Leo P*** under the extended warranty administered by Warrantech
on 8/18/17. The customer's laptop had water damage that affected the logic board. We replaced the logic board per the approval of the customer's extended warranty company and returned the unit on 8/22/via *** *racking #***We received a 2nd dispatch from the customer's extended warranty company indicating that the customer was having no power/glitching issues. We received the unit back a 2nd time on 8/29/17. Our technical staff tested and ran the unit for multiple hours in one day and the unit did not fail or ever power off at any time. We returned the unit to the customer on 8/30/via *** *racking #***The customer received the unit and contacted us that they were still having power issues. We informed them that we were not able to duplicate any hardware failures with their unit while it was in our possession and that they would be required to contact their extended warranty company for further instructions. We had not heard back from the customer until we received this complaintI understand it may be confusing for the customer when they have an extended warranty. However, the terms and conditions of their warranty contract are with Warrantech and not directly with VT Services. We are simply an authorized service provider for the customer's warranty company and are bound by our contract directly with them. The customer would have to contact Warrantech directly to have the unit re-dispatched for service. We will gladly take another look and run the unit for multiple days if that is the path the extended warranty company would like to take based on their terms and conditions directly with this customer. Please let me know if you have any further questions or if I can assist in any way. We appreciate your assistance in resolving this matterSincerely, Sandy Z***Vice PresidentVT Services, Inc

Complaint: ***To whom it may concern, I am writing this letter to refute several claims made in your letter I called VT Services on 11/16/to report damage to the sound card, and they did send me a boxDue to the holiday season, it took a very long time for the package to ship, so it arrived on 1/3/2017. I have a picture of my computer a day before I left it out for *** to shipIt shows a computer in working condition, with a hinge perfectly working. I was not informed of a denial of service from my warranty company UNTIL this messageThrough dozens of calls with your company, nobody had ever stated that the company had denied service, I was told I would have to pay $to have my computer fixedThere is a big difference. However, I have (or had) a signed contract with ***, where I bought the computer, regarding my warrantyThis covers accidental damage, and when my "warranty company" denied the warranty to cover the computer, I feel that the company that broke my computer even further should pay for itI have pictures of the computer being perfectly fine, and when I called back to report these damages, I was told it would cost just $to fixYou guys said "we would not be responsible for covering any said repairs," which is very odd, because I called *** and they told me to send my computer to you guys to repair Also, when I took the computer to the mechanic, he said somebody had deliberately unplugged wires to the motherboard, and to fix it, he would need to just re plug some wires back inHe said that otherwise, the motherboard was in perfect conditionSo thank you for having your staff try to scam me out of $when they are not properly trained. I do not understand why VT Services will not claim responsibility of the damages on the computer performed by their employeesI am understanding that the warranty is not provided by VT Services, but it is completely unacceptable to talk to several of your employees about this problem and not have them mention it at all I will definitely be contacting the company that issued the warranty policy for further information
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/04/03) */
We did provide repairs for this customer through an extended warranty plan the customer purchased from***The original repairs were performed back on 9/10/at which time we replaced the customer's hard driveWhen we returned
the laptop to the customer we informed her that she would need to perform a complete system restore with the recovery software provided by ***
Apparently the customer started to have an issue with her unit in December She contacted her extended warranty (***) and they asked us to ship her an empty box kit so we could get the unit back in for diagnosis/repairAfter putting the unit through testing it was determined that we could not duplicate a hardware failure with this unitWe contacted the customer on 12/27/to obtain more information on the failureAfter discussing the problem the customer was having we still could not find a hardware failure
Under the terms and conditions of her extended warranty plan with***It is the customers responsibility to pay for the shipping and labor fees that are incurredThis is not our policy*** is the contract holder and we simply follow their instructionsWe shipped the customer an empty box kit (1st leg of shipping cost) included a return shipping label for the customer to ship her unit back to us (2nd leg of shipping) and we would incur yet a 3rd to return her laptop to herDuring this process we also incur labor fees to test the unit to determine that no hardware failures are found
After explaining this to the customer she instructed us to send her a credit card authorization form which we did on 1/15/The form was never completed or returned
Since this is not our policy but that of*'s if the customer had a dispute she would have needed to contact*** to see if they would waive this fee for her and pay us directly since we've incurred all the charges
We have spoken to*** on the customer's behalf and they have agreed to approve the $and have us ship the unit back to the customerI will process this claim to be returned to the customerShe should receive her unit back within the next 2-days
We apologize for the inconvenience the customer has encountered
Please review and let us know if we can help in any other way
***

June 14, RE: Case ID Number *** To Whom It May Concern: We are writing this letter in response to a complaint we received through the Revdex.com on 6/9/with an assigned Case ID Number ***. We have read and researched the customer’s complaint
thoroughly. I would like to start with listing a timeline of the facts for your review below in reference to Mr*** laptop repair at our service facility Received service dispatch from Mr*** warranty company *** *** Warranty Division / *** ***) on 11/16/2016. As per our agreement with the warranty company, we shipped Mr*** an empty box via *** tracking #*** which was delivered to him on 11/18/at PM Received Mr*** laptop in for service via *** tracking #*** on Tuesday, 1/3/at 9:AM Mr*** laptop was diagnosed by our technical staff and it was determined that the logic board was defective and the hinge cover was broken. This diagnosis and estimate were sent to Mr*** warranty company on 1/4/ We received a denial of service from Mr*** warranty company, *** U.SWarranty Division / *** ***, on 1/05/at 12:PM Once we receive a denial of service from the warranty company, as per our agreement, we are required to return the unit back to the customer which we did via *** tracking *** on 1/09/and it was delivered on 1/11/at 1:PM We can certainly understand the customer’s frustration as no consumer would like to be informed that their extended warranty coverage has been denied. However, we are not the extended warranty company as previously stated, Mr*** warranty company is *** U.SWarranty Division / *** ***. Due to this fact, we are not privy to the customer’s details of their agreement with the aforementioned warranty company; therefore, we cannot make any speculation as to why they would have denied coverage. Also, please note that the refund the customer is requesting for the purchase of the warranty coverage in the amount of $was not payable to us. Also, we would not be responsible for covering any said repairs, therefore, we would not be responsible for refunding him for any repairs performed. We do believe that if the customer has a grievance regarding this coverage and his purchase of the extended warranty, he would need to take the grievance up directly with the warranty company We hope the information provided is enough so that both the Revdex.com and the customer understand our role in this situation and, therefore, this complaint will not negatively affect our Revdex.com rating Sincerely, *** *** Owner / Vice President VT Services, Inc

Initial Business Response /* (1000, 5, 2014/10/17) */
Good Morning,
We are writing this letter in response to the complaint we received from *** *** regarding his Sony laptop
Upon receipt, we noted that the unit was received with minor scratches that were not affecting the
functionality of the unit
We do use two different types of packaging when facilitating laptop depot repairThe box kit that we initially send customers to use when shipping their unit in for repair is more consumer friendlyIt allows the unit to arrive here safely with a minimal amount of packing material and is easy to useOnce the repairs are complete and the unit is returned to the customer we do use a different type of packaging simply because we have much more packaging materials at our disposal and can make sure the unit arrives back to the customer safely without damage
The damage that*** *** is reporting does not appear to have incurred during transitFor, cosmetic scratches were noted upon receiptThe laptop is returned in an anti-static poly-bag with the ac adapter placed under the laptop itself (not on top)The minor scratch on the LCD also could not have occurred in shipping because the laptop is shipped closed (therefore, not exposing the LCD itself)
We have strict protocol, regulations and redundancies to insure the safe transportation of our customer's propertyThis protocol was followed to the fullest extent with*** ***'s unit
We apologize for the inconvenience this situation has caused*** *** and assure him of our best attention was given in the matter
With Best Regards,
***
***
***
Initial Consumer Rebuttal /* (3000, 7, 2014/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I sent the laptop out the LCD screen was in perfect conditionI received it back in a lesser conditionI don't know what else to sayI would like to know why the majority of Krystle's response deals with unrelated damage I'm not complaining about, but now I know better than to expect a straight answer from VT Services or for VT Services to take responsibility
Final Business Response /* (4000, 9, 2014/10/30) */
Good Evening,
We are waiting this letter in regards to*** ***'s latest rebuttal
I can understand that*** *** is frustratedHowever, in our first response to his original complaint we wanted to insure that he understood our processes and why they are in placeWe do everything we can to insure the safe handling of our customer's equipment
However, when we dealt with*** *** prior to him going to the Revdex.com, he had two issues; one being the scratch on the Rear LCD Bezel and the other on the LCD itselfWe explained our shipping and receiving processes because he made mention of the boxes in his original complaintTherefore, we wanted to take the time to explain our practices
It is a fact; that*** ***'s laptop was received in with minor scratchesThis was documented at the time of receiptIt is also a fact that the scratches on both the Rear LCD Bezel and LCD are minor and not affecting the functionality of the unit
Our company strives on its customer service and we make continual efforts to improve it when possibleTherefore, I've left*** *** several messages today on both of the phone numbers he providedThe 1st voicemail message I left was at 1:44pm, the 2nd message I left was with his mother, the 3rd voicemail message I left was 4:58pm and the 4th voicemail message I left was at 6:53pThe reason for the phone calls is to offer*** *** a possible resolution to the scratch on his LCDHowever, if he is not willing to contact me back, there is not much I can do to help
I am requesting the*** *** contact me directly so that we can work out a resolution to the scratch on his LCDI am confident that I will be able to help
I can be reached at (XXX)XXX-XXXX during the business hours of Monday - Friday from 8:00am - 4:00pm central time
Regards,
*** ***
VP of Operations

Had this repair service work on my dell laptop. I received my laptop back missing back plate screws sent back to vtechsvc. when I received unit back for the second time message on screen stating HDD error check flex cable. I slid back cover off they had broken Flex Cable Connector and the flex cable was just sitting unconnected . sent it back .They sent it back to me and they fixed it by not getting the correct part they just shoved a piece of plastic and taped the flex cable down

Initial Business Response /* (1000, 5, 2014/05/22) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Good Afternoon,

Thank you for raising concerns in this matter.

I want to apologize for the amount of time it took to...

resolve these issues. Us as the third party repair center have certainly put in the time and effort to resolve this matter, with an outcome that best suites the customer.

Unfortunately, as a third party repair center we do not have the ability to make governing decisions concerning the customers service contract with their warranty company. For instance, product replacement.

However, we have been in contact with [redacted], the customer's warranty company for about a month to resolve the matter to the best to our ability. During this time we had advocated replacement of the washer on the customers behalf.

In this certain case, there were many technical issues regarding the repairs of the customers machine. Because of this, there was a lot of back and forth with [redacted] explaining why the issues the consumer was experiencing with their washer was not repairable, as well as the time it took for [redacted] to come to a decision.

Finally, as of May 21st, 2014 - the consumers extended warranty company has decided to replace this unit.

I hope this decision has met the customers needs.

When I purchased my laptop I also purchased the offered extended warranty alongside it as I knew it would be my main work machine and I wanted to have it protected. I opted to go with a laptop vs. a desktop so that I would be able to take it to writer's conferences and workshops and network with future potential customers.
In August, I took my laptop on our first trip, and as sometimes happens with travel, it was damaged in transit. When this occurred I was THRILLED to have purchased the extra safeguard.
I contacted [redacted] from the airport and they put me in contact with the warranty company (VT Services, Inc.) and I have been dealing with them ever since.
When I called them September 1st to place the request for warranty service I was told over the phone by a representative named "Krystal" that the entire repair (from receipt of laptop to date of return) would be 2-4 weeks. She also told me that the box for my laptop was coming without insurance attached and I would have to add that additionally.
When the box arrived and I went to [redacted] to add insurance and mail out my laptop, I was told that "Krystal" gave me misinformation. [redacted] told me that the label could not have insurance added to it, that I would be out of luck. So I called VT Services and spoke to "Stephanie" who reassured me that there was insurance on the label both ways and that "Krystal" was wrong with the timeline, that it would take 4-6 weeks for repair. That was still fine with me, so I mailed out my laptop and VT Services received it on September 16th.
At this point I sent an e-mail to my clients letting them know I was having tech issues but that everything would be resolved within eight weeks. I extended the lead time on purpose to my clients because I know that things can go wrong.
On September 22nd I asked for a status update as I would be away at a conference and at that point was told by "Stephanie" that "We are waiting for [redacted] to get back to us with pricing for the parts needed for your unit. We will then send an estimate to your warranty company and they will get back to us in 1-3 days with their decision. The replacement parts do come from overseas and will take 4-6 weeks to arrive."
On October 3rd I asked for an update and was told, again by Stephanie: "We are waiting for [redacted] to get back to us with pricing for the parts needed for your unit. We will then send an estimate to your warranty company and they will get back to us in 1-3 days with their decision. The replacement parts do come from overseas and will take 4-6 weeks to arrive."
On November 3rd I asked for another update and then included [redacted] Customer Service into the chain of e-mails out of desperation for some kind of leverage and got: "Please be aware that since these parts are coming from overseas where the manufacturer is located, it can take up to 8 weeks for parts to arrive to us from the date they were ordered, 9/26/2016. I have sent an inquiry to [redacted] regarding your parts. As soon as I get the updated ETA, I will contact you with an update." From "Krystal".
Baffled by the same EXACT lack of any solid information for almost three months in a row, I questioned the idea that there was no lead time available and received (8 days later): "I contacted [redacted] to see if there was any tracking information available yet. Once I hear back from our rep I will contact you to follow-up." from "Krystle".
As you can see I am still getting NO answers at all.
On November 18th I clarified that they have no information to give me after having my laptop (at that date) nine weeks, and received: "The only option we have is to keep following up with our [redacted] rep for any new and updated information. We will do all we can to get your laptop back to you as fast as we can. Unfortunately, we are at the mercy of [redacted] since we did not have your parts immediately available for installation. As soon as I hear back from [redacted], you will receive an email with an update." From Krystle.
As of this morning, there is no word. So I sent yet ANOTHER e-mail.
As of right now it is two weeks away from Christmas and I have lost $4000 in scheduled income because I am without my computer. I have also lost out on approximately $9000 more in potential income because my clients have had to schedule their editing with OTHER independent editors as I cannot work right now.
As this is our second income that I have lost (approximately $13,000 and rising), we are in dire financial straits and I can't even provide a Christmas for my children.
What's worse is that I am losing business and business reputation daily because I cannot commit to work without having any sort of timetable for return for my computer. At this point, in a few short weeks, they will have had my computer in their possession for longer than I will have had it in mine.
This was a business-killing decision on my part.
Please check some of the reviews on products wherein customers voice their complaints with this almost hostage-taking situation that is happening with our technological devices. I am not the first to have significant issues, I doubt I will be the last.

I purchased my laptop and an extended warranty from [redacted]. When my computer crashed right before Christmas I contacted [redacted] who advised I needed to submit a claim to this company. I did and thought everything was fine. They had my laptop for only about 2 week and then shipped it back. It came in the mail yesterday and I thought all was fine. I couldn't have been more wrong. There was a work order in the box indicating what they "fixed" with a note that read "PLEASE NOTE: A NEW HARD DRIVE HAS BEEN INSTALLED YOU WILL NEED TO DO A COMPLETE SYSTEM RESTORE" That was fine but when I tried to complete this request but the restore was no where on the laptop. Next I tried to register [redacted] on the laptop since I kept getting an error message. I was unable to do that I didn't have my activation/product key. I contacted [redacted] to see if they could provide me with my old [redacted] activation key. Thankfully the rep I spoke with was a god send and he was able to pull my old activation key from my computer. However the key would not work. The [redacted] rep looked into the problem further and it was discovered that the key was for [redacted] 8.1 home and 8.1 Pro had been installed. This meant I had to spent the next hour downloading and reinstalling [redacted] again. That finally finished around 11:30 pm. I started to work on rebuilding my laptop to my liking. It was then that I discovered my wireless adapter drive was gone. I then spent the next hour trying to fix that to no avail. I contacted "Stephanie" my rep from VT SERVICES INC to voice my frustration and was given the generic excuse that they did not have all of the software to fully reinstall [redacted] and that I was up to me to complete all of those steps. I don't care how good you think you are. You don't just throw in a hard drive and not run any tests to see if everything is working properly. We paid for the extended warranty for a reason. This company is lazy and does not care about the customers they are provided a paid service to.

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Address: 562 Chaddick Dr, Wheeling, Illinois, United States, 60090-6056

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