SERVICE FREQUENTLY ASKED
QUESTIONS
________________________________________________________________________
Where are
you located? We are at 60
East 3750 South (between State Street and Main Street in the same
shopping center as AutoZone).
What are your hours?
Our office hours are 9:00am to 5:30pm Monday through
Friday and 9:00am to Noon on Saturday; we are closed on Sundays and
most major holidays.
Will I get an estimate
before my set is repaired?
If your unit is not
covered by a manufacturers warranty or extended service contract we
will call you with your estimate once we have troubleshot your set.
Generally we will get your set up and running at OUR expense before
we call with a estimate, this ensures that there are no other
problems and that the estimate we give is accurate.
Is there a charge for an estimate?
We do charge a non-refundable
diagnostic/estimate fee based upon your product type, model and the
size of your set. This fee is payable in advance and goes towards
the cost of the repair if you approve the estimate. If you decline
an estimate the estimate fee paid will not be refunded. This fee
covers the costs incurred in checking your unit. If you have any
questions regarding estimate fees please call us.
Are your technicians certified?
Our technical staff has decades of experience. We employ
several Certified Electronics Technicians (CET), A+ Certified
Technicians and Multimedia Systems Technicians (MST). Our
technicians attend several factory training classes a year, along
with frequent company/in-house training. Our technicians are some
of the most highly trained technicians available.
My service call is scheduled, what's next?
Once your call is set up, our dispatcher will contact you
approximately 24 hours in advance to confirm. You will also get a
call the morning of your appointment to confirm and our driver or
technician will give you a 2 hour time window during the day for an
arrival time. If requested, our technician will call you when
they're about 30 minutes away so you may meet us upon arrival.
Generally, if we do not get an answer, we will assume no one is home
and we may continue onto our next customer. It is very critical to
provide as many contact numbers as possible to avoid a missed
appointment.
How long will my repair take?
Assuming it is not an in-home repair issue, our target turn-a-round
time (TAT) is 5-7 working days. Please keep in mind that high call
volume and delays can and will occur at times, especially during the
winter months. Delays beyond our control, such as part backorders
can also lengthen the TAT. Depending on the diagnosis, model and
other factors, the technician may require that your set be monitored
for a few extra days. Remember, it is to our advantage to repair
and get your set back to you ASAP.
Will my set have to come into the shop?
Regarding in-home
service, we prefer to service all units in the home if possible. A
very large percentage of our calls are completed in the home;
however, due to the complexity of today's models, in-home service
is, at times, not feasible with certain brands and failures. Some
units require extensive component level troubleshooting and this can
be very time consuming and specialized service instruments and other
equipment may be needed.
Intermittent symptoms can also require that the unit be serviced at
our center. During the service call pre-screen process we can
normally determine from your model and symptom if it will need to be
transported to our center for service. Your understanding of this
policy is greatly appreciated
Why are my parts taken so long to come in?
We have a very extensive parts inventory and from past experience we
pre-plan our parts stock, but it is impossible, and not practical to
stock EVERY part. If we have to order a part(s) we normally get
them factory direct or from an factory authorized distributor,
average delivery time is 2-7 working days. Quite often a part will
be placed on backorder and it could take up to 7-14 working days or
the arrival date could be several months away, even on parts
for newer models. While extreme backorders are not the norm if your
set is under warranty or covered by a extended service plan, they
will normally issue an exchange. Exchange policies vary with each
manufacture or extended warranty.
We typically do not stock high dollar parts
such as light engines and CRTs; we order those on an as-needed
basis.
Home Theater System hookups/disconnects:Due
to liability issues our pick up and delivery crew and/or technicians
are instructed to disconnect and reconnect only the basic
connections. If you have an elaborate home theater system with
multiple components that are connected to the set that needs
servicing please let us know in advance and we will make every
reasonable effort to assist you.
Do you service my area? We
cover quite a bit of territory and our dispatchers will normally
schedule a given area several days in advance. Salt Lake, Ogden,
Provo and the surrounding cities are our "normal" areas of coverage,
other areas including, but not limited to, Park City surrounding
area and Tooele valley are routed on a case by case basis
approximately once a week. If you have any questions or would like
to enquire about home service, just call and ask to speak with one
of our dispatchers.
If you would like to set up a service call, feel free to click here
and fill out the form for an in-home service call request. One of
our dispatchers will contact you ASAP to arrange for a service
visit.
Will I get updates on the status of my repair?
We generally, due to high inbound and
outbound call volume, cannot keep everyone updated on
the repair status; however, we STRONGLY ENCOURAGE our customers to
feel free to check this
website, call or stop by as often as they like to check on the
repair status. You can also send a quick message by
clicking on the "Email
us" link on our home page, a notification is immediately sent to
a member of customer service and management. Sometimes this is
quicker and easier than a phone call.