Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Contact Name and Title: [redacted] -VP Contact Phone: XXX-XXX-XXXX Contact Email: ***@precisionsvc.com Ms [redacted] , I would like to thank you for posting this review so we can be aware of and move to prevent these situations happening in the futureI am deeply sorry that this lesson had to come at the cost of your frustration I reviewed your case thoroughly and found several moments thru the process where someone should have caught this issue and correctedThis is unacceptable and I will be using this case to review with department managers and those directly involved with this case so all are aware how to prevent in the future I am going to be issuing the full refund for you as wellI definitely expect more of our staff and company than what was represented in your caseThe refund may take a couple days to post depending on your bankIf there is any issue moving forward in regard to the refund, please feel free to contact me on the provided contact Again I am deeply sorry for how your claim was handled and wish you the best in getting your unit up and running From digging into your claim, it does appear Samsung has a Drain relocation Kit on this model to prevent this issue from happening againi wanted to confirm that the correct part # for this kit is as you provided, DCXX-XXXXXB Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) To date, I have not received a refund Final Business Response / [redacted] (4000, 9, 2015/10/30) */ Ms [redacted] , As of 10/i see your refund was issuedSee below notes from our systemPlease let me know if you do not see this come thru in the coming days I will also be following up with my team on the importance and urgency for getting a refund processed and take corrective action where necessaryI am terribly sorry for the delay 10/29/(11:54:AM) ============================================================================== TRANSACTION XXXXXXXXXX HAS BEEN SUCCESSFULLY ACCEPTED BY THE SYSTEM BELOW IS A SUMMARY: TRANSACTION ID: XXXXXXXXXX PAYMENT METHOD: XXXX AMOUNT: USD (135.00) CUSTOMER NAME: [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Contact Name and Title: [redacted] -VP Contact Phone: XXX-XXX-XXXX Contact Email: ***@precisionsvc.com Dear Ms [redacted] , I am terribly sorry for the frustration in your caseI believe our team has been in contact with you to resolve this issue and we will follow thru with getting you a satisfactory resolution again I apologize for the inconvenienceI have addressed this matter personally with the tech responsible to avoid future issues I will have our team in touch with you for final resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes- Mr [redacted] has been very helpful and is working with me to reach a resolutionThank you
Precision Television apparently also "repairs" appliances for my washer/dryer warranty with [redacted] The first arranged appointment was April - no one showed up 2nd appointment was scheduled in the morning, no call the night before or morning, again a no-show Apparently, my appointment was changed to the afternoon, which I couldn't makeThe third appointment was between 8- I called at as no one arrived by The fella finally did show up When I showed him the problems, he asked how important they were to me........as the machine was under warranty, I stated "important" He stated he'd ordered the parts and I'd be called The next thing I find out is the claim was closed out I've started the whole process a month later with another company STAY AWAY from this business!!!! Unbelievable
Initial Business Response /* (1000, 8, 2015/11/02) */
Contact Name and Title: *** ***-VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@precisionsvc.com
Ms***, first I want to apologize for the experience you hadI looked in your claim and a refund was issued 11-2, this
may take a couple days to post to your account depending on your banking processing times:
TRANSACTION ID: XXXXXXXXXX
PAYMENT METHOD: XXXX
AMOUNT: USD (39.99)
Our effort with this program is to try and give a snapshot of total cost including accurate part#s so a customer can get an idea if they want to repair VS replaceOn your model, there are actually different versions based on the serial # and in order to get the right part info, we needed to capture thatAgain I apologize for the miscommunication our team was trying to provide the most accurate information and pricing on your specific case
should you have any questions about the refund, please do not hesitate to contact me
Initial Consumer Rebuttal /* (2000, 10, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand what you are saying, but as stated I was charged
For basically opening up a call
I called for repair and was aware of how it was suppose to workIt didn't
The tech never contacted me and I provided all details, after isolating the problem down to the faulty part
For someone to look up a part without at least contacting the customer prior and/or without providing any discussion, troubleshooting or diagnostics assistance does not warrant a service to be charged forOn top of that I had to call and find that in the notes the part no longer was available and no repair was to be doneThat does warrant a refund, not a credit for a future item not even purchased
I was only offered a refund and an apology by the CEO after a review I posted on YELP
To Date:
Because I work in the IT field, I have ordered the part and have repaired my TV
Thank You
Initial Business Response /* (1000, 5, 2015/01/28) */
Contact Name and Title: *** ***, VP
Contact Phone: XXXXXXXXXX
Contact Email: ***@precisiontv.net
Mr***, I am terribly sorry for your experience with Precision TelevisionOur team works diligently to avoid these
situations as we can appreciate the value of timeI would like to review the case notes to resolve the issue and correct any internal process that broke in your case causing this frustration as well as review all phone calls in the case to make personnel corrections as well
In looking thru my system, I am not finding any claim using your last name and phone #Could this claim be in someone elses name? or perhaps a different phone #if you have any Claim # too, that would help
Thank you and I look forward to resolving this issue with you
Initial Consumer Rebuttal /* (3000, 7, 2015/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr ***,
Thank you for the response, just for clarification, the case is under my wife's name D ***
A technician, once again, came out to fix the television on the 23rd Jan, so I had to have another half day off of workOnce the technician arrived, he found that he had the wrong replacement part, and therefore was unable to fix the televisionso just to recap, my wife and I have had a total of four half days off work, and the television issue is still not rectified
Final Business Response /* (4000, 9, 2015/02/02) */
Mr***, again I apologize for the way your case has been handledI did see some direct communciations via emails that I am not involved in to ensure your claim is taken care of moving forwardI apologize about the reception of the incorect partVizio as a brand, does not offer full resources on part look ups or service informationthis can make it difficult to identify parts by model for their units
I also understand your position about lost time due to appointments, however we cannot compensate for thisin an effort to limit this, I can offer the technician to come out on the weekend so we can avoid any further pains in that regard (included in email communication)this, of course, is based on your availabilityPlease let us know if having him stop by on Saturday would work for you
Initial Business Response /* (1000, 8, 2015/08/03) */
Contact Name and Title: *** ***-VP
Contact Phone: XXXXXXXXXX
Contact Email: ***@precisionsvc.com
Mr***, I can certainly understand your positionOur offering is so customers can get an idea of the total cost of
a repair so they can make a decision to repair or replace their TV without going thru a costly house call ($135)The is to cover the cost of generating a COD estimate for the repairTechnicians review the case, offer the most likely repair needed and then agents research the part cost and provide the estimateShould a customer proceed with the repair, we always apply the toward that repair
in your first case, you were under the Mitsubishi warranty program where Mitsubishi supplied the DLP chip at no cost and the customer is only responsible for the labor $in this case, being out of warranty, the cost now has to include the DLP chip as well as the laborThis is where your $estimate came fromWe use only Manufacture provided DLP chips which typically cost $there are several outlets online to procure these chips cheaper, however these can be from part "harvesters" and have questionable reliability and warranty
I do believe that in most cases, for a customer to get this information prior to making a substantial financial commitment will help most customers, however we just cannot afford to work for freeYour case has some unique factors and due to the fact that you had worked with us previously, and we would hope that we can retain your business in the future, I will issue a refund of the $I apologize for any frustration this has causedPlease feel free to contact me should you have any questions
NOTE: your refund may take a couple days to post, it depends on the bankif you do not see it, please let me know
Initial Consumer Rebuttal /* (2000, 10, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Precision television refunded $to my bank account so I consider the complaint resolved to my satisfactionThanks for your assistance in this matter!
Initial Business Response /* (1000, 5, 2014/03/03) */
Mr***,
I am sorry for your level of frustration with regard to your RepairI reviewed the case and found that Precision Television operating procedures were followedLet me explainIn order to understand fully, you must know how
the system worksWhen you have an extended warrant, you are dealing with companiesThe extended warranty company ( a 3rd party insurance company, not Walmart or Precision, that holds the contract) and then Precision Television (TV repairs only)
when we recieve a dispatch from this Insurance company, we are to provide information on what is needed to repair the issue at hand, i.e- parts that need to be replacedIt is the Warranty companies sole discretion on whether they replace the TV, not PrecisionWe go until they say stop
As to the claim that Precision is dealing in unfair business, this is simply not truePrecision got paid for the first claim we ran, all the others are under a "recall" warranty we grant the insurerso we did all other calls and work there-after, for free
as for the phone conversation between yourself and our agent, I will review thiswe record all phone conversations for quality purposesi will listen to the call personally, and directly issue any discipline necessary thru her manager
again my apologies for your experiencei do hope the explaination above shows that we were just doing the job we are assigned to do by your insurance companyour intent is never to make multiple trips to a homeThat hurts all involved, you, our business, and the technicianit is simply not a part of our business plan
as a side note, I do see that the insurance company has decided not to pursue repair, they have issued us a note to discontinue service, which usually means they will be seekign other settlement terms with you directlyBest wishes
Final Consumer Response /* (2000, 11, 2014/03/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response and thanks to you the Revdex.com for your assistance in this matter you a God sentI do hope the company will correct the employee in better customer serviceI did receive fair settlementThank you again!!!!!!
Final Business Response /* (4000, 9, 2014/03/10) */
I am not sure what further resolution Precision Television can provide at this pointThe Warranty provider notified us on X-X-XXXX to discontinue service as they were seeking alternate resolutionI just got off the phone with them and they stated they were mailing a check to the customer for the value of the unitPrecision Television has no more involvement in this case
I did get a chance to review the phone conversation between Mr*** and our agent where our agent was stated as being rudeIn listening to the conversation, I did not sense the agent being rude, simply that she was not addressing the needs of Mr*** in a direct fashionthis will be reviewed with the agent and the call center managment for training purposes as I do not believe this was intentional on the agents sideI do apologize on behalf of the agent for any misrepresentation the conversation may have led
Long time wait periods when trying to contact by phoneUp to min Change appoints dates Do not show up or contact customer on appointed dates or time
Will not do business with this company again and will tell friends to beware
Final Consumer Response /* (3000, 5, 2015/01/13) */
Hi,
I heard from the President of the company on Friday, several times actually and he is working expeditiously to resolve my issue and had a repairman sent to my house on Friday afternoonI am very pleased with their response and his
involvement and I feel that this matter has been successfully resolved
Thank you for your quick reply
*** R***
President/CEO
Initial Business Response /* (1000, 8, 2015/12/21) */
Contact Name and Title: *** *** CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@precisionsvc.com
Hello,
This is *** B., the CEO of Precision TelevisionI will be 100% honest that this case was a complete
disasterI have confirmed that we have given Mr*** a refund on this serviceI have also attempted to contact Mr*** but we are playing phone tag with each otherI would like to formally apologize to him for the terrible customer service experience and he can be assured that we are taking some steps internally to make sure this does not occur in the futureI am sorry he had to take such drastic measures to get our attentionWe are working hard to fix this breakdown in communication and disregard for our customers
Complaint Response Date bumped because: Holiday
Initial Business Response /* (1000, 5, 2015/07/10) */
Contact Name and Title: [redacted] VP
Contact Email: [redacted]@precisionsvc.com
Ms. [redacted], I am terribly sorry for your experience. Our $39.99 service is designed to give a customer a snapshot of total cost on a repair so the customer...
can make an informed decision to repair or replace. When our agents take your failure info, it is forwarded to a tech for review and diagnosis. The tech reviews the information, and provides the most logical diagnosis based on model familiarity, common issues and personal experience. We do over 800 repairs a week and know many common issues some tv's have as well as a wealth of knowledge on their functionality that can keep our diagnosis accurate without having to see the TV.
In reviewing your case, I do not see a samsung dispatch attached which would usually be the case if samsung sent your information to us. It appears that you called Precision and provided the failure details to our agent. That being the case, we would not have any information about what samsung had diagnosed. The fact that both diagnoses were the same would merely solidifies it's accuracy. To fix your TV, the Main PCB needs to be replaced.
Our policy is to get the customer the information regarding the diagnostic and return that info and the cost of proposed repair to the customer within 24 business hrs. In that effort to get the info for you within that 24 hrs, we failed on your case and I will be reviewing this case with our agents to prevent further incidents. I will have your refund processed, it should post in 2 business days.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Precision TV lived up to their policy. My money was refunded and they handled this complaint fully to my satisfaction. I consider this matter settled and no longer have a grievance against this company.
Quite possibly the worst customer service that I have ever recieved. TV failed on the 13. Call warranty company set up to send tech out on thursday between 5-12. On 15th recieve call from tech saying will be at house between 8-9AM. Have to call warranty company to get tech to adhere to schedule that was set up. Tech comes, diagnoses, leaves. Tells me that will recieve a call by 9-19-16 by noon. No call by noon. I call precision. I am assured by [redacted] that everything is going as it needs to and that the warranty company is the hold up. That precision has sent the warranty request over and I am waiting opn warranty company. On 9-20-16 Call and speak to warranty companmy, no such information has been provided by precision TV. I call precision TV back and speak to [redacted] again. She assures me that they are waiting for the warranty company to respond to estimate so parts may be ordered. I ask [redacted] to have a manager call me. she takes down my contact information and tells me that she will have a manager contact me by the end of business. 9-21-16 having no luck and still no progress from precision tv call and get a manager from warranty company to assist me. Manager from warranty company spoke to [redacted], she tells manager that parts estimate order will be sent over today. On conference call with manager from warranty company and [redacted]. [redacted] tells me that manager called and left a voicemail with my wife (wife never recieved call or voicemail) then [redacted] tells the both the manager and I that the manger will call by 1300. No call from the manager still. 9-22-16 still waiting for the parts estimate to be sent to warranty company and to recieve a call from the manager. 7 days after the technician was at house the paperwork had still yet to be sent to warranty company foer approval so that the parts could be ordered. Contacted warranty company and requested new service provider. Could no longer take being lied to and then reassured by [redacted] and the rest of the staff at precision. THIS WAS THE WORST CUSTOMER SERVICE I HAVE EVER RECIEVED
Precision Television apparently also "repairs" appliances for my washer/dryer warranty with [redacted]. The first arranged appointment was April 14 - no one showed up. 2nd appointment was scheduled in the morning, no call the night before or morning, again a no-show. Apparently, my appointment was changed to the afternoon, which I couldn't make. The third appointment was between 8-12. I called at 12 as no one arrived by 12. The fella finally did show up. When I showed him the problems, he asked how important they were to me........as the machine was under warranty, I stated "important". He stated he'd ordered the parts and I'd be called. The next thing I find out is the claim was closed out. I've started the whole process a month later with another company. STAY AWAY from this business!!!! Unbelievable.
Initial Business Response /* (1000, 5, 2014/11/14) */
Contact Name and Title: [redacted]- Vice President
Contact Phone: XXX-XXX-XXXXx7225
Contact Email: [redacted]@precisiontv.net
Mr. [redacted], first, I would like to sincerely apologize for the handling of your case. If I were in your shoes, i...
would feel the same way. We strive to handle all claims fairly and expeditiously for whoever contacts our business. I can see we failed in your case. Where we stive to be the best, we are not perfect and sometimes fall short. In looking at the case, I see that the technician [redacted] has been out ill for several days possibly causing this confusion. I will review this claim with my staff to see what we can do to improve response in these types of situation. I know this does not ultimately right the wrong or make ammends for your frustration and I apologize on behalf of our company.
I will absolutely refund your full payments at your request and close the claim with Precision. You should see the funds post to your account in 2 business days. CC info here is never saved for cusomer safety, only the transaction approval is used in the refund process.
if you have any questions, comments or concerns, please feel free to reach out to me. I left my contact information on both phone #s we have on file for you as well as on this post.
I also had the phone system looked at and they seem to be operating fine. we are recieveing both inbound and able to make outbound calls.
Our company handles 700 TV repairs a week in 7 states. We are a family owned business started by my father in 1951 and try and maintain the same values he instilled today. Again, I am terribly sorry for the way your claim was handled and wish you the best in your efforts to repair your television.
sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/23) */
Contact Name and Title: [redacted]-VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@precisionsvc.com
Dear Ms. [redacted],
I am terribly sorry for the frustration in your case. I believe our team has been in contact with you to...
resolve this issue and we will follow thru with getting you a satisfactory resolution.
again I apologize for the inconvenience. I have addressed this matter personally with the tech responsible to avoid future issues.
I will have our team in touch with you for final resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes- Mr. [redacted] has been very helpful and is working with me to reach a resolution. Thank you.
Initial Business Response /* (1000, 5, 2015/10/21) */
Contact Name and Title: [redacted]-VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@precisionsvc.com
Ms. [redacted], I would like to thank you for posting this review so we can be aware of and move to prevent these situations...
happening in the future. I am deeply sorry that this lesson had to come at the cost of your frustration.
I reviewed your case thoroughly and found several moments thru the process where someone should have caught this issue and corrected. This is unacceptable and I will be using this case to review with department managers and those directly involved with this case so all are aware how to prevent in the future.
I am going to be issuing the full refund for you as well. I definitely expect more of our staff and company than what was represented in your case. The refund may take a couple days to post depending on your bank. If there is any issue moving forward in regard to the refund, please feel free to contact me on the provided contact.
Again I am deeply sorry for how your claim was handled and wish you the best in getting your unit up and running.
From digging into your claim, it does appear Samsung has a Drain relocation Kit on this model to prevent this issue from happening again. I wanted to confirm that the correct part # for this kit is as you provided, DCXX-XXXXXB.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date, I have not received a refund.
Final Business Response /* (4000, 9, 2015/10/30) */
Ms. [redacted],
As of 10/29 I see your refund was issued. See below notes from our system. Please let me know if you do not see this come thru in the coming days.
I will also be following up with my team on the importance and urgency for getting a refund processed and take corrective action where necessary. I am terribly sorry for the delay.
10/29/2015 (11:54:38 AM) ==============================================================================⇄ />
TRANSACTION XXXXXXXXXX HAS BEEN SUCCESSFULLY ACCEPTED BY THE SYSTEM.
BELOW IS A SUMMARY:
TRANSACTION ID: XXXXXXXXXX
PAYMENT METHOD: XXXX7551
AMOUNT: USD (135.00)
CUSTOMER NAME: [redacted]
Initial Business Response /* (1000, 5, 2015/09/16) */
Contact Name and Title: [redacted]-VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@precisionsvc.com
Mr. [redacted], I am terribly sorry for the confusion on your case. I do see notes pertaining to the refund in the case notes. it...
appears the refund was processed yesterday and may take a couple business days to post to your account. This can vary depending on your specific cards processing times.
I will touch base with our processing team to ensure the credit was made and have them send email confirmation to you. if you do not see this within the next days, please feel free to contact me directly.
thank you and sorry again for the confusion.
The word "not" was omitted before the word "happen"
Initial Consumer Rebuttal /* (3000, 8, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After Revdex.com involvement, a $70.00 credit was posted to my AMEX account. This was the amount I originally negotiated with Christopher at Precision Television. The credit, even after numerous phone calls never returned, appeared like magic after Revdex.com involvement. The issue is still that Precision is not up front with their charges. Their website clearly states that the $135.00 "deposit" will be used to offset any labor or parts charges. In my case, this did not happen. Actually the reverse happened, the $150.00 deposit was added to the labor charge of $65.00 and cost of part of $67.95. It should have been subtracted. I agreed to the $70.00 credit after many phone calls and waiting on line for a response. By the way, the technician did a superb job. It only took him minutes to replace the Wi-Fi module.
Final Business Response /* (4000, 10, 2015/09/28) */
Mr. [redacted],
We would like to get this issue resolved but am unclear what you are requesting. A credit was submitted on 9-15 prior to us receiving Revdex.com complaint. The refund was issued from our team for the $70 corresponding with a conversation between you and Chris based on the agreed payment:
notes from our system:09/15/2015 (11:34:51 AM) - MVONSTETTE -> PER CHRIS: PLEASE ISSUE A REFUND FOR XXXXXX IN THE AMOUNT OF $70 DUE TO US NOT PROVIDING CRYSTAL CLEAR INFORMATION TO OUR CX.
TRANSACTION XXXXXXXXXX HAS BEEN SUCCESSFULLY ACCEPTED BY THE SYSTEM.
BELOW IS A SUMMARY:
TRANSACTION ID: XXXXXXXXXX
PAYMENT METHOD:
AMOUNT: USD (70.00)
CUSTOMER NAME: [redacted]
Is there still a discrepancy on the refund amount/amount paid or is this matter settled?
On your second point of the Website and the application of the $135 to offset parts and labor cost, I dont see this. can you provide specifically what page you are reading this?
I only show 2 mentions of the $135:
1. under the "SERVICES" tab, down to OUT OF WARRANTY, IN HOME repair it states that "We charge $135 to evaluate a television at your home. This charge will be applied towards any repair services"-
2. if you schedule an appointment online, it notes that the $135 charge is only for our technician to look at one television set.
For clarification, the $135 is a diagnostic fee to inspect the unit. That is not to say that the total job will be $135. depending on the issue, you may have and parts needed, your parts and labor can go well over this, but we do apply the 135 toward the total cost. For example (values hypothetical): if we get a claim the customer pays the $135 for diagnostic. when our tech goes out, he finds that a Main pcb is needed to fix a unit. the customer is given an estimate for total cost, parts and labor. main pcb $150 labor $185 total cost $335. if the customer agrees, we order the parts and fulfill the repair and the balance due would be the $335 minus the $135. total balance would be $200 upon completion.
If there is still any matters we need to address please let me know.
Thank you
Final Consumer Response /* (4200, 12, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree with the response, but it does not answer my specific issue. Below is a copy of comments fro their website that should help clarify my issue;
IN HOME
We charge $135 to evaluate a television at your home. This charge will be applied towards any repair services, but does include return trips to your home, if necessary.
The technician did not come to my house to evaluate the problem. He knew what it was, after my description of the problem, when he called to schedule the first appointment so he ordered the part. The first visit was when the technician installed the new part, five minutes labor. The charge was $132.97 ( 62.50 for parts 5.47 for tax and 65.00 for labor. Since I had a credit 0f $135.00, my deposit, the $132.97 charge should have been subtracted, leaving me with a credit of $2.07. Instead the $135.00 deposit was added to $65.00 labor charge for a total $200.00 labor charge.
Final Consumer Response /* (2000, 6, 2016/01/06) */
After contacting the company again, I was approached by the CEO of the company and he stepped in and resolved this issue promptly by issuing me a credit for the unintended charge made by them with an apology for the bad handling by their...
Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Contact Name and Title: [redacted] -VP Contact Phone: XXX-XXX-XXXX Contact Email: ***@precisionsvc.com Ms [redacted] , I would like to thank you for posting this review so we can be aware of and move to prevent these situations happening in the futureI am deeply sorry that this lesson had to come at the cost of your frustration I reviewed your case thoroughly and found several moments thru the process where someone should have caught this issue and correctedThis is unacceptable and I will be using this case to review with department managers and those directly involved with this case so all are aware how to prevent in the future I am going to be issuing the full refund for you as wellI definitely expect more of our staff and company than what was represented in your caseThe refund may take a couple days to post depending on your bankIf there is any issue moving forward in regard to the refund, please feel free to contact me on the provided contact Again I am deeply sorry for how your claim was handled and wish you the best in getting your unit up and running From digging into your claim, it does appear Samsung has a Drain relocation Kit on this model to prevent this issue from happening againi wanted to confirm that the correct part # for this kit is as you provided, DCXX-XXXXXB Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) To date, I have not received a refund Final Business Response / [redacted] (4000, 9, 2015/10/30) */ Ms [redacted] , As of 10/i see your refund was issuedSee below notes from our systemPlease let me know if you do not see this come thru in the coming days I will also be following up with my team on the importance and urgency for getting a refund processed and take corrective action where necessaryI am terribly sorry for the delay 10/29/(11:54:AM) ============================================================================== TRANSACTION XXXXXXXXXX HAS BEEN SUCCESSFULLY ACCEPTED BY THE SYSTEM BELOW IS A SUMMARY: TRANSACTION ID: XXXXXXXXXX PAYMENT METHOD: XXXX AMOUNT: USD (135.00) CUSTOMER NAME: [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Contact Name and Title: [redacted] -VP Contact Phone: XXX-XXX-XXXX Contact Email: ***@precisionsvc.com Dear Ms [redacted] , I am terribly sorry for the frustration in your caseI believe our team has been in contact with you to resolve this issue and we will follow thru with getting you a satisfactory resolution again I apologize for the inconvenienceI have addressed this matter personally with the tech responsible to avoid future issues I will have our team in touch with you for final resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes- Mr [redacted] has been very helpful and is working with me to reach a resolutionThank you
Precision Television apparently also "repairs" appliances for my washer/dryer warranty with [redacted] The first arranged appointment was April - no one showed up 2nd appointment was scheduled in the morning, no call the night before or morning, again a no-show Apparently, my appointment was changed to the afternoon, which I couldn't makeThe third appointment was between 8- I called at as no one arrived by The fella finally did show up When I showed him the problems, he asked how important they were to me........as the machine was under warranty, I stated "important" He stated he'd ordered the parts and I'd be called The next thing I find out is the claim was closed out I've started the whole process a month later with another company STAY AWAY from this business!!!! Unbelievable
Initial Business Response /* (1000, 8, 2015/11/02) */
Contact Name and Title: *** ***-VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@precisionsvc.com
Ms***, first I want to apologize for the experience you hadI looked in your claim and a refund was issued 11-2, this
may take a couple days to post to your account depending on your banking processing times:
TRANSACTION ID: XXXXXXXXXX
PAYMENT METHOD: XXXX
AMOUNT: USD (39.99)
Our effort with this program is to try and give a snapshot of total cost including accurate part#s so a customer can get an idea if they want to repair VS replaceOn your model, there are actually different versions based on the serial # and in order to get the right part info, we needed to capture thatAgain I apologize for the miscommunication our team was trying to provide the most accurate information and pricing on your specific case
should you have any questions about the refund, please do not hesitate to contact me
Initial Consumer Rebuttal /* (2000, 10, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand what you are saying, but as stated I was charged
For basically opening up a call
I called for repair and was aware of how it was suppose to workIt didn't
The tech never contacted me and I provided all details, after isolating the problem down to the faulty part
For someone to look up a part without at least contacting the customer prior and/or without providing any discussion, troubleshooting or diagnostics assistance does not warrant a service to be charged forOn top of that I had to call and find that in the notes the part no longer was available and no repair was to be doneThat does warrant a refund, not a credit for a future item not even purchased
I was only offered a refund and an apology by the CEO after a review I posted on YELP
To Date:
Because I work in the IT field, I have ordered the part and have repaired my TV
Thank You
Initial Business Response /* (1000, 5, 2015/01/28) */
Contact Name and Title: *** ***, VP
Contact Phone: XXXXXXXXXX
Contact Email: ***@precisiontv.net
Mr***, I am terribly sorry for your experience with Precision TelevisionOur team works diligently to avoid these
situations as we can appreciate the value of timeI would like to review the case notes to resolve the issue and correct any internal process that broke in your case causing this frustration as well as review all phone calls in the case to make personnel corrections as well
In looking thru my system, I am not finding any claim using your last name and phone #Could this claim be in someone elses name? or perhaps a different phone #if you have any Claim # too, that would help
Thank you and I look forward to resolving this issue with you
Initial Consumer Rebuttal /* (3000, 7, 2015/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr ***,
Thank you for the response, just for clarification, the case is under my wife's name D ***
A technician, once again, came out to fix the television on the 23rd Jan, so I had to have another half day off of workOnce the technician arrived, he found that he had the wrong replacement part, and therefore was unable to fix the televisionso just to recap, my wife and I have had a total of four half days off work, and the television issue is still not rectified
Final Business Response /* (4000, 9, 2015/02/02) */
Mr***, again I apologize for the way your case has been handledI did see some direct communciations via emails that I am not involved in to ensure your claim is taken care of moving forwardI apologize about the reception of the incorect partVizio as a brand, does not offer full resources on part look ups or service informationthis can make it difficult to identify parts by model for their units
I also understand your position about lost time due to appointments, however we cannot compensate for thisin an effort to limit this, I can offer the technician to come out on the weekend so we can avoid any further pains in that regard (included in email communication)this, of course, is based on your availabilityPlease let us know if having him stop by on Saturday would work for you
Initial Business Response /* (1000, 8, 2015/08/03) */
Contact Name and Title: *** ***-VP
Contact Phone: XXXXXXXXXX
Contact Email: ***@precisionsvc.com
Mr***, I can certainly understand your positionOur offering is so customers can get an idea of the total cost of
a repair so they can make a decision to repair or replace their TV without going thru a costly house call ($135)The is to cover the cost of generating a COD estimate for the repairTechnicians review the case, offer the most likely repair needed and then agents research the part cost and provide the estimateShould a customer proceed with the repair, we always apply the toward that repair
in your first case, you were under the Mitsubishi warranty program where Mitsubishi supplied the DLP chip at no cost and the customer is only responsible for the labor $in this case, being out of warranty, the cost now has to include the DLP chip as well as the laborThis is where your $estimate came fromWe use only Manufacture provided DLP chips which typically cost $there are several outlets online to procure these chips cheaper, however these can be from part "harvesters" and have questionable reliability and warranty
I do believe that in most cases, for a customer to get this information prior to making a substantial financial commitment will help most customers, however we just cannot afford to work for freeYour case has some unique factors and due to the fact that you had worked with us previously, and we would hope that we can retain your business in the future, I will issue a refund of the $I apologize for any frustration this has causedPlease feel free to contact me should you have any questions
NOTE: your refund may take a couple days to post, it depends on the bankif you do not see it, please let me know
Initial Consumer Rebuttal /* (2000, 10, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Precision television refunded $to my bank account so I consider the complaint resolved to my satisfactionThanks for your assistance in this matter!
Initial Business Response /* (1000, 5, 2014/03/03) */
Mr***,
I am sorry for your level of frustration with regard to your RepairI reviewed the case and found that Precision Television operating procedures were followedLet me explainIn order to understand fully, you must know how
the system worksWhen you have an extended warrant, you are dealing with companiesThe extended warranty company ( a 3rd party insurance company, not Walmart or Precision, that holds the contract) and then Precision Television (TV repairs only)
when we recieve a dispatch from this Insurance company, we are to provide information on what is needed to repair the issue at hand, i.e- parts that need to be replacedIt is the Warranty companies sole discretion on whether they replace the TV, not PrecisionWe go until they say stop
As to the claim that Precision is dealing in unfair business, this is simply not truePrecision got paid for the first claim we ran, all the others are under a "recall" warranty we grant the insurerso we did all other calls and work there-after, for free
as for the phone conversation between yourself and our agent, I will review thiswe record all phone conversations for quality purposesi will listen to the call personally, and directly issue any discipline necessary thru her manager
again my apologies for your experiencei do hope the explaination above shows that we were just doing the job we are assigned to do by your insurance companyour intent is never to make multiple trips to a homeThat hurts all involved, you, our business, and the technicianit is simply not a part of our business plan
as a side note, I do see that the insurance company has decided not to pursue repair, they have issued us a note to discontinue service, which usually means they will be seekign other settlement terms with you directlyBest wishes
Final Consumer Response /* (2000, 11, 2014/03/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response and thanks to you the Revdex.com for your assistance in this matter you a God sentI do hope the company will correct the employee in better customer serviceI did receive fair settlementThank you again!!!!!!
Final Business Response /* (4000, 9, 2014/03/10) */
I am not sure what further resolution Precision Television can provide at this pointThe Warranty provider notified us on X-X-XXXX to discontinue service as they were seeking alternate resolutionI just got off the phone with them and they stated they were mailing a check to the customer for the value of the unitPrecision Television has no more involvement in this case
I did get a chance to review the phone conversation between Mr*** and our agent where our agent was stated as being rudeIn listening to the conversation, I did not sense the agent being rude, simply that she was not addressing the needs of Mr*** in a direct fashionthis will be reviewed with the agent and the call center managment for training purposes as I do not believe this was intentional on the agents sideI do apologize on behalf of the agent for any misrepresentation the conversation may have led
Long time wait periods when trying to contact by phoneUp to min Change appoints dates Do not show up or contact customer on appointed dates or time
Will not do business with this company again and will tell friends to beware
Final Consumer Response /* (3000, 5, 2015/01/13) */
Hi,
I heard from the President of the company on Friday, several times actually and he is working expeditiously to resolve my issue and had a repairman sent to my house on Friday afternoonI am very pleased with their response and his
involvement and I feel that this matter has been successfully resolved
Thank you for your quick reply
*** R***
President/CEO
Initial Business Response /* (1000, 8, 2015/12/21) */
Contact Name and Title: *** *** CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@precisionsvc.com
Hello,
This is *** B., the CEO of Precision TelevisionI will be 100% honest that this case was a complete
disasterI have confirmed that we have given Mr*** a refund on this serviceI have also attempted to contact Mr*** but we are playing phone tag with each otherI would like to formally apologize to him for the terrible customer service experience and he can be assured that we are taking some steps internally to make sure this does not occur in the futureI am sorry he had to take such drastic measures to get our attentionWe are working hard to fix this breakdown in communication and disregard for our customers
Complaint Response Date bumped because: Holiday
Initial Business Response /* (1000, 5, 2015/07/10) */
Contact Name and Title: [redacted] VP
Contact Email: [redacted]@precisionsvc.com
Ms. [redacted], I am terribly sorry for your experience. Our $39.99 service is designed to give a customer a snapshot of total cost on a repair so the customer...
can make an informed decision to repair or replace. When our agents take your failure info, it is forwarded to a tech for review and diagnosis. The tech reviews the information, and provides the most logical diagnosis based on model familiarity, common issues and personal experience. We do over 800 repairs a week and know many common issues some tv's have as well as a wealth of knowledge on their functionality that can keep our diagnosis accurate without having to see the TV.
In reviewing your case, I do not see a samsung dispatch attached which would usually be the case if samsung sent your information to us. It appears that you called Precision and provided the failure details to our agent. That being the case, we would not have any information about what samsung had diagnosed. The fact that both diagnoses were the same would merely solidifies it's accuracy. To fix your TV, the Main PCB needs to be replaced.
Our policy is to get the customer the information regarding the diagnostic and return that info and the cost of proposed repair to the customer within 24 business hrs. In that effort to get the info for you within that 24 hrs, we failed on your case and I will be reviewing this case with our agents to prevent further incidents. I will have your refund processed, it should post in 2 business days.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Precision TV lived up to their policy. My money was refunded and they handled this complaint fully to my satisfaction. I consider this matter settled and no longer have a grievance against this company.
Quite possibly the worst customer service that I have ever recieved. TV failed on the 13. Call warranty company set up to send tech out on thursday between 5-12. On 15th recieve call from tech saying will be at house between 8-9AM. Have to call warranty company to get tech to adhere to schedule that was set up. Tech comes, diagnoses, leaves. Tells me that will recieve a call by 9-19-16 by noon. No call by noon. I call precision. I am assured by [redacted] that everything is going as it needs to and that the warranty company is the hold up. That precision has sent the warranty request over and I am waiting opn warranty company. On 9-20-16 Call and speak to warranty companmy, no such information has been provided by precision TV. I call precision TV back and speak to [redacted] again. She assures me that they are waiting for the warranty company to respond to estimate so parts may be ordered. I ask [redacted] to have a manager call me. she takes down my contact information and tells me that she will have a manager contact me by the end of business. 9-21-16 having no luck and still no progress from precision tv call and get a manager from warranty company to assist me. Manager from warranty company spoke to [redacted], she tells manager that parts estimate order will be sent over today. On conference call with manager from warranty company and [redacted]. [redacted] tells me that manager called and left a voicemail with my wife (wife never recieved call or voicemail) then [redacted] tells the both the manager and I that the manger will call by 1300. No call from the manager still. 9-22-16 still waiting for the parts estimate to be sent to warranty company and to recieve a call from the manager. 7 days after the technician was at house the paperwork had still yet to be sent to warranty company foer approval so that the parts could be ordered. Contacted warranty company and requested new service provider. Could no longer take being lied to and then reassured by [redacted] and the rest of the staff at precision. THIS WAS THE WORST CUSTOMER SERVICE I HAVE EVER RECIEVED
Precision Television apparently also "repairs" appliances for my washer/dryer warranty with [redacted]. The first arranged appointment was April 14 - no one showed up. 2nd appointment was scheduled in the morning, no call the night before or morning, again a no-show. Apparently, my appointment was changed to the afternoon, which I couldn't make. The third appointment was between 8-12. I called at 12 as no one arrived by 12. The fella finally did show up. When I showed him the problems, he asked how important they were to me........as the machine was under warranty, I stated "important". He stated he'd ordered the parts and I'd be called. The next thing I find out is the claim was closed out. I've started the whole process a month later with another company. STAY AWAY from this business!!!! Unbelievable.
Initial Business Response /* (1000, 5, 2014/11/14) */
Contact Name and Title: [redacted]- Vice President
Contact Phone: XXX-XXX-XXXXx7225
Contact Email: [redacted]@precisiontv.net
Mr. [redacted], first, I would like to sincerely apologize for the handling of your case. If I were in your shoes, i...
would feel the same way. We strive to handle all claims fairly and expeditiously for whoever contacts our business. I can see we failed in your case. Where we stive to be the best, we are not perfect and sometimes fall short. In looking at the case, I see that the technician [redacted] has been out ill for several days possibly causing this confusion. I will review this claim with my staff to see what we can do to improve response in these types of situation. I know this does not ultimately right the wrong or make ammends for your frustration and I apologize on behalf of our company.
I will absolutely refund your full payments at your request and close the claim with Precision. You should see the funds post to your account in 2 business days. CC info here is never saved for cusomer safety, only the transaction approval is used in the refund process.
if you have any questions, comments or concerns, please feel free to reach out to me. I left my contact information on both phone #s we have on file for you as well as on this post.
I also had the phone system looked at and they seem to be operating fine. we are recieveing both inbound and able to make outbound calls.
Our company handles 700 TV repairs a week in 7 states. We are a family owned business started by my father in 1951 and try and maintain the same values he instilled today. Again, I am terribly sorry for the way your claim was handled and wish you the best in your efforts to repair your television.
sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/23) */
Contact Name and Title: [redacted]-VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@precisionsvc.com
Dear Ms. [redacted],
I am terribly sorry for the frustration in your case. I believe our team has been in contact with you to...
resolve this issue and we will follow thru with getting you a satisfactory resolution.
again I apologize for the inconvenience. I have addressed this matter personally with the tech responsible to avoid future issues.
I will have our team in touch with you for final resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes- Mr. [redacted] has been very helpful and is working with me to reach a resolution. Thank you.
Initial Business Response /* (1000, 5, 2015/10/21) */
⇄ />
TRANSACTION XXXXXXXXXX HAS BEEN SUCCESSFULLY ACCEPTED BY THE SYSTEM.
Contact Name and Title: [redacted]-VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@precisionsvc.com
Ms. [redacted], I would like to thank you for posting this review so we can be aware of and move to prevent these situations...
happening in the future. I am deeply sorry that this lesson had to come at the cost of your frustration.
I reviewed your case thoroughly and found several moments thru the process where someone should have caught this issue and corrected. This is unacceptable and I will be using this case to review with department managers and those directly involved with this case so all are aware how to prevent in the future.
I am going to be issuing the full refund for you as well. I definitely expect more of our staff and company than what was represented in your case. The refund may take a couple days to post depending on your bank. If there is any issue moving forward in regard to the refund, please feel free to contact me on the provided contact.
Again I am deeply sorry for how your claim was handled and wish you the best in getting your unit up and running.
From digging into your claim, it does appear Samsung has a Drain relocation Kit on this model to prevent this issue from happening again. I wanted to confirm that the correct part # for this kit is as you provided, DCXX-XXXXXB.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To date, I have not received a refund.
Final Business Response /* (4000, 9, 2015/10/30) */
Ms. [redacted],
As of 10/29 I see your refund was issued. See below notes from our system. Please let me know if you do not see this come thru in the coming days.
I will also be following up with my team on the importance and urgency for getting a refund processed and take corrective action where necessary. I am terribly sorry for the delay.
10/29/2015 (11:54:38 AM) ==============================================================================
BELOW IS A SUMMARY:
TRANSACTION ID: XXXXXXXXXX
PAYMENT METHOD: XXXX7551
AMOUNT: USD (135.00)
CUSTOMER NAME: [redacted]
Initial Business Response /* (1000, 5, 2015/09/16) */
Contact Name and Title: [redacted]-VP
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@precisionsvc.com
Mr. [redacted], I am terribly sorry for the confusion on your case. I do see notes pertaining to the refund in the case notes. it...
appears the refund was processed yesterday and may take a couple business days to post to your account. This can vary depending on your specific cards processing times.
I will touch base with our processing team to ensure the credit was made and have them send email confirmation to you. if you do not see this within the next days, please feel free to contact me directly.
thank you and sorry again for the confusion.
The word "not" was omitted before the word "happen"
Initial Consumer Rebuttal /* (3000, 8, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After Revdex.com involvement, a $70.00 credit was posted to my AMEX account. This was the amount I originally negotiated with Christopher at Precision Television. The credit, even after numerous phone calls never returned, appeared like magic after Revdex.com involvement. The issue is still that Precision is not up front with their charges. Their website clearly states that the $135.00 "deposit" will be used to offset any labor or parts charges. In my case, this did not happen. Actually the reverse happened, the $150.00 deposit was added to the labor charge of $65.00 and cost of part of $67.95. It should have been subtracted. I agreed to the $70.00 credit after many phone calls and waiting on line for a response. By the way, the technician did a superb job. It only took him minutes to replace the Wi-Fi module.
Final Business Response /* (4000, 10, 2015/09/28) */
Mr. [redacted],
We would like to get this issue resolved but am unclear what you are requesting. A credit was submitted on 9-15 prior to us receiving Revdex.com complaint. The refund was issued from our team for the $70 corresponding with a conversation between you and Chris based on the agreed payment:
notes from our system:09/15/2015 (11:34:51 AM) - MVONSTETTE -> PER CHRIS: PLEASE ISSUE A REFUND FOR XXXXXX IN THE AMOUNT OF $70 DUE TO US NOT PROVIDING CRYSTAL CLEAR INFORMATION TO OUR CX.
TRANSACTION XXXXXXXXXX HAS BEEN SUCCESSFULLY ACCEPTED BY THE SYSTEM.
BELOW IS A SUMMARY:
TRANSACTION ID: XXXXXXXXXX
PAYMENT METHOD:
AMOUNT: USD (70.00)
CUSTOMER NAME: [redacted]
Is there still a discrepancy on the refund amount/amount paid or is this matter settled?
On your second point of the Website and the application of the $135 to offset parts and labor cost, I dont see this. can you provide specifically what page you are reading this?
I only show 2 mentions of the $135:
1. under the "SERVICES" tab, down to OUT OF WARRANTY, IN HOME repair it states that "We charge $135 to evaluate a television at your home. This charge will be applied towards any repair services"-
2. if you schedule an appointment online, it notes that the $135 charge is only for our technician to look at one television set.
For clarification, the $135 is a diagnostic fee to inspect the unit. That is not to say that the total job will be $135. depending on the issue, you may have and parts needed, your parts and labor can go well over this, but we do apply the 135 toward the total cost. For example (values hypothetical): if we get a claim the customer pays the $135 for diagnostic. when our tech goes out, he finds that a Main pcb is needed to fix a unit. the customer is given an estimate for total cost, parts and labor. main pcb $150 labor $185 total cost $335. if the customer agrees, we order the parts and fulfill the repair and the balance due would be the $335 minus the $135. total balance would be $200 upon completion.
If there is still any matters we need to address please let me know.
Thank you
Final Consumer Response /* (4200, 12, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agree with the response, but it does not answer my specific issue. Below is a copy of comments fro their website that should help clarify my issue;
IN HOME
We charge $135 to evaluate a television at your home. This charge will be applied towards any repair services, but does include return trips to your home, if necessary.
The technician did not come to my house to evaluate the problem. He knew what it was, after my description of the problem, when he called to schedule the first appointment so he ordered the part. The first visit was when the technician installed the new part, five minutes labor. The charge was $132.97 ( 62.50 for parts 5.47 for tax and 65.00 for labor. Since I had a credit 0f $135.00, my deposit, the $132.97 charge should have been subtracted, leaving me with a credit of $2.07. Instead the $135.00 deposit was added to $65.00 labor charge for a total $200.00 labor charge.
Final Consumer Response /* (2000, 6, 2016/01/06) */
After contacting the company again, I was approached by the CEO of the company and he stepped in and resolved this issue promptly by issuing me a credit for the unintended charge made by them with an apology for the bad handling by their...
customer service representative.