Business ProfileforAdvanced TV Service

Had an appointment set for 5pm to pick up my television. General manager whose name is ****** and one of his employees showed up 40 minutes late to pick up. Then proceeded to bounce my tv off of my stairwell railing while they were taking it out. ****** also decided to pick an 82 inch tv up on its side by himself on a television he literally spent 20 minutes telling us how fragile they are. Yes they explained to us that it could be damaged on the way to the shop but it seems like they have to disclose that because they have zero idea how to maneuver large objects inside a home. I paid $175 for this professional service and wouldnt ya know it.. my tv was severely damaged and would have cost me over $2,000 to fix. Oh and go figure, their receptionist got argumentative and hung up on me when I brought these issues up to her. This is a warning to anyone that is looking for quality repair services to look elsewhere than this establishment.

Hi there! Hope you are well.To address your concerns properly, initially you were scheduled for a house call for a cracked screen ******* between 05-5:30 on July 12th, our service vehicle ran into traffic on Hwy 321 N and arrived to your home at 05:47. We sincerely apologize for being slightly late but this was due to traffic on the way to your home.Our GM has been transporting and repairing televisions for over 17 years and has never damaged a television once and is well versed on how to handle them. Upon looking your television has a steel bezel which means that it could be rotated vertically without putting pressure on the inner panel, it would be different if the bezel were plastic as that would put pressure on the inner panel because of no panel cross arm support. We had multiple points of communication with you July 18th,19th 23rd, and on the 26th and the 29th (today). Each call is logged and stored electronically. On the conversation on the 26th you spoke to our GM about wanting to speak to his manager which he advised you he was the general manager but he then asked if you had an issue or problem that he could help you with and you told him "no since you are already talking to the person in charge" you did not bring any of this to his attention, Not until today July 29th. You also stated you would call back in a day or two to let us know what to do with the television, as we gave you the cost of a replacement panel and advised that it was not economical. We have spoken with both team members who came to your home and both can confirm that they did not hit or damage the TV while in transit. Our team has transported heavier and much larger televisions than yours safely without any issues for many years to say the least. We then checked the call log. You were called this morning for a follow up with no answer, you called back this evening suddenly bringing up multiple accusations with our receptionist who you have spoken to twice since we picked up the unit. She advised this was the first time she was hearing of this issue.If their were issues you should've brought them to the General Managers attention on Friday when you were asked if their were any issues. Please keep in mind that all this has unfolded since the 12th. You were asked concerning your issues if you would like to speak to the General Manager and you stated No! very adamantly. You then were asked by the receptionist if you wanted to pick up the TV from our store or would you like to recycle it. Which you clearly stated just recycle it. And upon listening you were told "thank you and have a great day" at the end of the phone call, to properly end the phone call. You were not hung up on. These are factually accurate details. We apologize that being able to get your screen replaced in this case was not the economical outcome that was hoped for, but rest assured our team is well trained and knows how to move and handle certain models considering weight,model, panel type,bezel type etc. We appreciate your feedback but we believe that our team has provided more than honest and accurate service with you and tried to be as transparent as possible, and that you would've received the same outcome if taken to any other tv repair shop,anywhere. Our team did not make your cracked screen any worse or change the end result of your repair. We are in the repair business obviously so getting a repair is our goal as I am sure it was yours as well Screen damage in some cases can be cheap and inexpensive to deal with or in other instances the entire panel has to be replaced. In your case your tv had deep layer damage that was done before we arrived to the home which is why we were initially called out to the home to begin with and that damage turned out to be into the digitalized layer which also can be confirmed by the colored lines in the panel but not showing any other video feed but a black screen with said lines. We check out work throughly and We stand behind our employees and do not appreciate the insults or slander towards them in this issue. We have notated every point of contact and information since we have picked up your unit. This is to factually set the record straight on the details. Belittlement or insults to our company or employees nor slander/libel will not be tolerated in any manner. Our apologies if you feel our customer ********************** did not meet your expectations.However we thank you for your business, hopefully this clarification sees you well and we hope you have a great evening.Advanced Tv Repair Service